Terms of Service

These terms form a contract between you and us. They apply every time you visit our website, create an account, or place an order. By using Fe3dr, you agree to these terms. If you do not agree, please do not use the service.

Some sections affect important rights — payments, refunds, food safety, liability, and dispute resolution change what you can recover if something goes wrong. Please read them with care.

Fe3dr is a product of Tesserix Pty Ltd (ACN 694 070 865, ABN 59 694 070 865), registered in New South Wales, Australia, and is a technology platform. We connect customers who want home-cooked food with independent home cooks (each a Chef) and independent delivery partners (each a Driver). We list menus, take payments, and pass orders to the right chef and driver.

We are a marketplace, not a restaurant. We do not cook your food, store it, package it, or carry it. The chef cooks the food in their own kitchen; the driver picks it up and brings it to you. We verify chefs and drivers before they start and we set service standards, but we do not control the kitchen, the cooking, or the route.

We operate as an intermediary under the Information Technology Act, 2000. Our role and the protection that goes with it is explained in section 11.

You must be at least 18 years old to use Fe3dr. When you sign up, please give us accurate information — your name, phone number, email, and delivery address — and keep it up to date, because we rely on it to deliver your food.

Keep your password safe. You are responsible for everything that happens through your account unless you tell us someone else has used it. You may close your account at any time from your settings. We may suspend or close your account if you break these terms, place fraudulent orders, or if a court or regulator tells us to — and we will tell you why, unless we are barred by law from doing so.

When you place an Order, you make an offer to buy a meal from the chef on the terms shown at checkout. The chef may accept or decline. If the chef declines, we refund you in full.

Your contract for the food is with the chef. Your contract for the delivery is with the driver, where the driver is independent. We act as the chef and driver collection agent for the money, and as their notice agent for messages about the order. The chef sets the menu, the price, and the cooking style; the driver chooses the route.

We do not guarantee a specific delivery time. Where we display an expected time, we mean it as a typical estimate, not a promise. Traffic, weather, festivals, and chef capacity all affect actual delivery times. Once the order is paid for and accepted, we send a confirmation that sets out what you ordered, what you paid, and the chef allergen notes.

Your payment is collected and held by Zivana Innovations LLP, the Fe3dr operating entity in India, which is part of Tesserix Pty Ltd. That is the name that may appear on your bank or card statement. It also pays chefs their share.

We accept payment in Indian rupees through our regulated payment partners, currently Razorpay and Stripe. We never store your full card number — the partner you use stores the card details on their systems.

We collect the money for the chef and driver and hold it in escrow until the order is delivered. After delivery, we release the chef share on their settlement cycle and the driver share to the driver. Settlement timings are governed by the Reserve Bank of India Payment Aggregator framework.

Menu prices include the chef cooking charges. We also charge a delivery fee and a small platform fee, both shown at checkout before you pay. Taxes such as GST are shown as a separate line, calculated as required by Indian tax law. When a refund is due, we start it within 24 hours of approval and the money usually reaches your account within seven working days.

If a payment fails, no order is placed. If a payment looks suspicious, we may hold it for review or ask you for more information before we accept the order, to protect you and the chef from fraud.

You can cancel an order any time before the chef starts cooking and get a full refund. Once the chef has begun preparing the food, the chef chooses whether to cancel and how much to refund, because the ingredients have already been used. Each chef sets a clear cancellation policy that you see at checkout.

If the chef cancels after accepting, or the food is not delivered, you get a full refund. If the food arrives in poor condition, contact us within four hours of delivery with a photo and a short description, and we will work with the chef to put it right. For full detail, see our Refund & Cancellation Policy at fe3dr.com/refund.

The chef cooks the food and is responsible for what is in it. The chef labels each dish with its ingredients and any common allergens. We facilitate that disclosure: we display what the chef tells us on the menu and order screen. We do not test the food or inspect every kitchen for every order.

If you have a food allergy, an intolerance, or a religious or dietary restriction, please read the ingredient list on every dish before you order, and message the chef where you are not sure. Home kitchens often handle many ingredients in the same space, so cross-contact is possible even when an ingredient is not listed. Every chef on Fe3dr must hold the food-business registration or licence required by the Food Safety and Standards Authority of India (FSSAI), which we check before a chef can list a menu.

You can rate and review a chef after an order. Please keep reviews honest, based on your own experience, and relevant to the order. When you post a review, photo, or comment you keep ownership of it and grant us a worldwide, non-exclusive, royalty-free licence to host, display, and share it on Fe3dr and in our marketing.

Do not post anything false, that names third parties without their consent, that targets a person rather than the food or service, that is unlawful, or that infringes someone else rights. We may take down reviews that break these rules or that a court tells us to remove. Defamation rules apply to reviews: a false statement of fact that damages a chef business may expose you to a civil claim, while honest opinion and fair criticism are protected.

When you use Fe3dr, please do not:

• place an order you do not intend to pay for or receive;
• pretend to be someone else, use a false name, or use a payment method that is not yours;
• resell the food, including through dark stores, cloud kitchens, or other marketplaces;
• scrape, copy, or republish menu data, prices, or photos for commercial purposes without our written consent;
• interfere with the platform, including by uploading malware, probing for weaknesses, or overloading our systems;
• harass a chef, a driver, or our staff;
• use Fe3dr to break any law, including tax law, food-safety law, and consumer-protection law.

If we believe you have used Fe3dr for any of the above, we may pause your account, refuse future orders, and report you to the relevant authorities.

Most refund claims are honest and we settle them quickly. This section is about the small number that are not.

Please do not:

• claim an order never arrived when it did;
• claim food was unsafe, missing, or wrong when it was not;
• use photos or messages that are not from your own order to support a claim;
• repeat the same claim across many orders to get free food;
• ask your bank or card issuer to reverse a payment (a chargeback) for an order you received and were happy with, instead of raising it with us first.

How we decide: we look at the order record, delivery data, the chef record, and your claim history, and we ask you for your side before we decide.

If we find a claim was deliberately false, we may refuse the refund, pause or close your account, recover any amount already refunded to you along with bank charges we paid, as a debt, and report the matter to the police or another authority with the records that relate to it.

A refund we decline is not automatically a dishonest claim. We treat a claim as dishonest only where the evidence shows it was deliberately false. Honest mistakes are not penalised.

You are free to leave an honest review, including a very critical one. We will not act against you for a truthful account of your experience. Your rights under consumer-protection law are not affected by anything in this section.

What is not allowed is publishing something you know to be untrue that harms a chef, a driver, or us. For example, saying a chef’s food made you ill when it did not, or that a kitchen is unlicensed when it holds a valid FSSAI registration.

If you publish a knowingly false statement of that kind, we may remove it, pause or close your account, and pursue any legal remedy open to us or to the chef affected.

You are responsible for what you tell us, because we and the chef act on it.

• Allergies. If you have an allergy or intolerance, read the dish details and message the chef before ordering. Please do not rely on the app alone. No dish can be guaranteed free of an ingredient, because home kitchens prepare many dishes in one space.
• Delivery details. Give an address and phone number that are correct and reachable. An order sent to details you entered incorrectly is not refundable.
• Who collects. If someone else receives the order for you, that is your responsibility.

If you break these terms and that causes a claim, a loss, or a cost to us, a chef, or a driver, you agree to cover it, including reasonable legal costs.

This does not apply to anything caused by our own breach or negligence, and it does not apply where the law does not allow it.

Nothing in these terms removes any right you have under Indian consumer-protection law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, that we cannot remove by contract.

For everything else, our total liability to you for any single order is limited to the platform fees we collected from you for that order. We do not guarantee food quality, taste, or freshness beyond what a reasonable home cook can deliver, or any specific delivery time. We are not liable for indirect or consequential loss, including missed meetings, lost income, or emotional distress, except where Indian law requires otherwise.

We are not responsible for the chef cooking choices, the driver route choices, or any third-party service we rely on. We do our best to keep Fe3dr available, but we may take the service down for maintenance, security work, or to respond to an incident, and we do not promise it will be uninterrupted or error-free.

We operate Fe3dr as an intermediary under section 79 of the Information Technology Act, 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. We host content that chefs, drivers, and customers post; we do not author menus, reviews, or driver messages, and we are not responsible for them in the way the author is.

Chefs and drivers are independent. They are not our employees. They are responsible for their own tax, their own insurance, and their own compliance with the law. We follow the takedown process the Intermediary Rules require: if you believe content on Fe3dr is unlawful, report it to our Grievance Officer and we respond within the timelines those rules require.

Governing law. These terms are governed by the laws of New South Wales, Australia, without regard to conflict-of-laws principles.

Jurisdiction. The courts of New South Wales have exclusive jurisdiction, subject to any non-excludable consumer-protection forum rules in your jurisdiction. If you are a consumer, nothing here stops you from bringing a complaint to a District Consumer Disputes Redressal Commission with jurisdiction over your place of residence, as the Consumer Protection Act, 2019 allows.

Dispute ladder. Before commencing proceedings, the parties will try to resolve any dispute in good faith for at least 30 days. If the dispute is not resolved, the parties will attempt mediation under the Rules of the Resolution Institute (Australia). Nothing in this clause prevents either party from seeking urgent interlocutory relief.

If you have a problem, please tell us first — most problems are sorted out quickly through our Grievance Officer, who acknowledges complaints within 48 hours and aims to resolve them within 30 days. You may also escalate to the National Consumer Helpline, a District Consumer Disputes Redressal Commission, the Data Protection Board of India, or the Reserve Bank of India Integrated Ombudsman Scheme for unresolved payment disputes.

Tesserix Pty Ltd handles personal data in line with the Australian Privacy Principles (APP) and, for our India operations, in alignment with India's Digital Personal Data Protection Act, 2023 (DPDP). Our Privacy Policy at fe3dr.com/privacy explains what we collect, why, how long we keep it, and how to exercise your rights. By using Fe3dr, you confirm that you have read it.

We may update these terms. When we do, we update the "Last updated" date at the top of this page. For material changes — for example a change to how we handle refunds, how disputes are resolved, or what fees you pay — we give you 30 days notice by email and in the app. We do not change the terms that apply to an order you have already placed.

For routine questions, and for complaints and notices that need a formal response, contact our general support and legal team at [email protected]. For India data-protection grievances, our Grievance Officer is reachable at [email protected]. We acknowledge complaints within 48 hours and aim to resolve them within 30 days, in line with the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023.