Terms of Service

Terms of Service

Last updated: 14 October 2026

These terms are an agreement between you and STACHY DIGITAL PRIVATE LIMITED ("Stachy", "we", "us"). They govern your use of the Stachy customer app and website. By creating an account or placing an order, you accept them.

They should be read with the Privacy Policy, Refund Policy, Cancellation Policy and Delivery Policy, which form part of these terms.

Contact: support@stachy.in, +919581423817

1. What Stachy is

Stachy is an online marketplace. It connects you with independent shops near you:

• –Grocery — grocery, kirana, general and fancy stores, and other daily-needs shops.
• –Food — restaurants, cloud kitchens and bakeries.

Where delivery is available, it connects you with independent delivery partners who carry orders.

Stachy does not own the shops, hold their stock, cook their food or set their prices. When you order, you buy from the shop, and the shop is the seller. Stachy provides the platform, takes and passes on your order, collects payments on the platform, and provides support and a way to raise problems.

Each shop's page shows its name, its address and, for food businesses, its FSSAI licence number.

2. Who can use Stachy

You must be at least 18 years old and able to enter into a binding contract under Indian law. You use Stachy for your own personal, non-commercial purposes.

Stachy operates only in the areas shown in the app.

3. Your account

You sign in with your mobile number and a one-time code sent by SMS. Keep access to that number secure: anyone who can receive your codes can use your account. Tell us promptly if you think your account has been used without your permission.

You may add an email address for account messages. It is optional.

The information you give us, including your name, address and phone number, must be accurate. Delivery partners and shops rely on it.

You can delete your account from the app, or by writing to us. See the Privacy Policy for what happens to your data. An account cannot be deleted while an order, a refund or a complaint on it is still open.

4. Ordering

• –Food. You order from the shop's menu at the prices it lists.
• –Groceries from a shop that has priced its products. You order at the listed prices.
• –Quick List. You send a grocery list in your own words, by typing, speaking or photographing it. The shop reads it, checks what it has, and prices each item. Anything it cannot supply is struck through. The final order value is known only after the shop has priced your list, and the app shows it on your order before handover.

An order is an offer to buy from the shop. It becomes binding on the shop when the shop accepts it. A shop may decline an order, or be unable to supply part of it. An item that is unavailable is removed from your order, not replaced with something else.

Where the app offers it, you may add items to an order for a short time after paying. The app shows how long.

A shop may set a minimum order value. The app shows it before you pay. A Quick List is not held to a shop's minimum, because its value is not known until it is priced.

A restaurant, cloud kitchen or bakery cannot be ordered from while it is closed. An order sent to a closed grocery shop is queued and confirmed by the shop when it opens.

5. Prices, charges and taxes

Shops set their own prices, product details and offers. We do not add to a shop's prices. Product and menu information is provided by the shop, and pictures are illustrative.

Before you pay, the app shows each amount that applies to your order as its own line. Depending on the order, this may include:

• –the item total;
• –a platform charge made by Stachy;
• –a packaging charge set by the shop;
• –a delivery fee, if you choose delivery;
• –discounts from a promo code or offer;
• –taxes, where applicable.

Taxes, including GST where it applies, are calculated and collected as required by law and according to how the order is configured. They may depend on what is bought, from whom, and which charges apply. For a Quick List, taxes that depend on the final prices are only known once the shop has priced the list.

Where GST applies to an order, it is shown as its own line: GST on food prepared by restaurants, cloud kitchens and bakeries, which Stachy pays to the government, and GST on Stachy's platform charge and delivery fee. The prices of packaged goods, and of a bakery's items where the bakery charges its own GST, already include their GST, and nothing is added to them. An offer or promo code comes off before GST is worked out.

The amounts that applied to your order are recorded on it, and a later change to a charge does not change an order you have already placed.

6. Paying

The app tells you how an order is paid before you pay:

• –Food, and groceries at listed prices, are paid in full when you order.
• –A Quick List is booked with a booking amount when you order, and the rest is paid on handover. The booking amount is part of your total, not an extra charge.

Online payments are processed by our payment provider, Razorpay. We do not store your card details or UPI PIN. By paying, you authorise the charge shown.

An order is not sent to the shop until its payment is confirmed. If a payment fails or is not completed, the order is not placed and is cancelled automatically after the time shown in the app.

Where cash payment is offered, you may pay the balance in cash on handover. We may decline cash payment, for example where the phone number on the order is not the one you signed in with, or after orders were not collected.

7. Collection and delivery

You can collect your order from the shop or, where available, have it delivered. How delivery works, what it costs, the handover code, and what happens when a delivery cannot be completed are set out in the Delivery Policy.

Preparation and delivery times shown in the app are estimates, not guarantees.

8. Cancellations and refunds

You can cancel free of charge until the shop accepts your order. **A shop starts packing or preparing your order as soon as it accepts it, so an order cannot be cancelled in the app once it is accepted.** If the shop does not answer your order within the time it has to answer, the order is cancelled automatically and you are refunded in full. If a shop or Stachy cancels, you are refunded in full.

**Items from grocery, fancy and general stores are not returned or replaced.** You are still not charged for anything the shop does not supply, and missing, damaged or wrong items are handled under the Refund Policy.

The full rules are in the Cancellation Policy and the Refund Policy.

9. Problems with an order

The shop is responsible for the goods: their quality, quantity, freshness, preparation, labelling and packaging. Food businesses are responsible for complying with food safety law.

**The shop packs your order, not us.** We do not pack it, repack it, open it or supply the bag or box it comes in. What a delivery partner carries, or what you collect from a counter, is exactly what the shop sealed. Our seller agreements require every shop to use lawful packaging, including the rules on plastic thickness and on banned single-use plastic items. We do not inspect packaging, so if an order arrives in something that should not have been used, tell us and we will take it up with the shop.

If something is wrong, report it through the app, with a photograph where it helps. We will take it up with the shop and tell you the outcome. Remedies are set out in the Refund Policy.

10. Ratings and reviews

You may rate shops and delivery partners and write reviews. Reviews must be honest and about your own experience. We may remove a review that is abusive, discriminatory, unlawful, unrelated to the order, or contains personal information about others.

11. Using Stachy properly

You must not:

• –place orders you do not intend to pay for or collect;
• –misuse promo codes, refunds or complaints;
• –give false information, or use another person's account or number;
• –abuse, threaten or harass shop staff, delivery partners or our support team;
• –interfere with the platform, or try to access data that is not yours;
• –use Stachy for anything unlawful.

We may refuse orders, limit features such as cash payment, or suspend or close an account that breaks these terms. Where practical, we will tell you why and give you a chance to respond.

12. Calls about your order

To sort out an order quickly, your phone number is shared with the shop you order from and, for a delivery, with the delivery partner carrying it. They may call or message you about that order, and the app lets you call or message them. Their numbers, and yours, may be used only for the order in hand. See the Privacy Policy.

13. Messages we send

We send messages about your account and orders: sign-in codes by SMS, and order updates as app notifications. If you add an email address, we may email you about payments, refunds and replies to your support requests. If we send promotional notifications, you can turn them off in your phone's notification settings.

14. Stachy's content

The Stachy name, app, website and their design belong to Stachy. You may use them only to use the service. Content provided by shops, such as product and menu details and pictures, belongs to those shops or their licensors.

15. Other services we use

Some parts of Stachy rely on other providers, such as payment processing, SMS, maps and cloud hosting. Their terms may also apply when you use those features. We are not responsible for services we do not control, but we will help you if something goes wrong with an order.

16. Availability of the service

We work to keep Stachy available, but we do not guarantee that it will always be available or free of errors. We may change, suspend or withdraw features, areas or shops. A shop may stop selling on Stachy at any time.

17. Events outside our control

Neither we nor the shops are responsible for failing to perform because of events beyond reasonable control, such as natural disasters, severe weather, strikes, government action, or failures of power, telecommunications or payment networks. If an order cannot be completed for such a reason, you are refunded under the Refund Policy.

18. Our responsibility

We are responsible for providing the platform with reasonable care and skill, and for the payments we collect.

To the extent the law allows, we are not responsible for loss caused by a shop or delivery partner that is not caused by our own failure, or for indirect loss. Where we are responsible, our liability for any order is limited to the amount you paid for that order.

Nothing in these terms limits any right you have as a consumer that cannot be limited by law, or any liability that cannot be limited by law.

19. Your responsibility

If you use Stachy in breach of these terms or the law, and that causes loss to Stachy, a shop or a delivery partner, you are responsible for that loss, to the extent the law allows.

20. Complaints and disputes

Start with support. If you are not satisfied with the answer, write to our grievance officer, whose details are below. We acknowledge a complaint to the grievance officer and aim to resolve it within the timelines required by law.

You may also approach the National Consumer Helpline or a consumer commission.

21. Governing law

These terms are governed by the laws of India. Subject to your rights as a consumer, the courts at Hyderabad, Telangana have jurisdiction.

22. Changes to these terms

We may update these terms. The version and date are shown at the top. For a material change, we tell you in the app before it takes effect. If you keep using Stachy after that, the updated terms apply to your new orders. An order you have already placed stays under the terms that applied when you placed it.

23. Contact

Support: support@stachy.in

Phone: +919581423817

Support hours: Email us. We usually reply within 2 hours.

Grievance officer: Harsha Vardhan, support@stachy.in

Address: VV Vintage, Somajiguda, Hyderabad, Telangana 500082