Terms and Conditions

Version: 2.0 · Prepared 27 October 2026 · Effective date: date actually published on Gensouk website

GENSOUK ENTERPRISES PRIVATE LIMITED
CIN: U47912PB2026PTC069897 · GSTIN: 03AANCG4573C1ZR
Registered office: House No. 2537, Tibbi Sahib Road, Near Ram Bhawan, Sri Muktsar Sahib, Punjab – 152026, India
Grievance officer: Harish Pathela · Email: gensoukofficial@gmail.com · Phone: +91 90415 90072
Support: Monday–Saturday, 10:00 AM–6:00 PM IST (telephone); email enquiries may be submitted at any time.

1. Scope and acceptance

These Terms govern use of Gensouk's website, application and associated services. By taking an affirmative action to accept them, or otherwise validly entering into the agreement under law, users agree to these Terms and the separately linked Privacy, Delivery, Payments and Cancellation/Refund policies. Changes requiring fresh acceptance will be presented appropriately. Consumer statutory remedies always prevail.

2. What Gensouk does

Gensouk is an electronic marketplace operator facilitating discovery, ordering, payment collection where enabled, service support and delivery coordination between customers and independent retail sellers or restaurants. Unless a transaction expressly says otherwise, the named retailer or restaurant supplies the goods or meals and retains responsibility for its lawful supply. Gensouk remains responsible for its own conduct, platform services and any legal responsibilities, including special GST liabilities imposed on an e-commerce operator.

3. Eligibility and accounts

Independent purchasing accounts are for adults aged 18 or older who can enter contracts. Users must provide accurate details and safeguard accounts and OTPs. Fraud, harassment, unauthorised payment use or misuse of personal data may lead to proportionate suspension or enforcement with available grievance channels. Registration does not guarantee service availability.

4. Seller, product and restaurant details

Sellers are responsible for truthful descriptions, product authenticity, pricing, MRP, stock, expiry information, legally required origin and manufacturer/importer information, licences, warranties, packaging, invoicing and consumer remedies. Restaurants are responsible for lawful food handling, applicable FSSAI registration/licence, accurate menus, hygiene, quality, packaging and relevant disclosures. Gensouk may inspect or remove unsuitable listings and must not disclaim statutory marketplace duties.

5. Shopping and food carts

Shopping and restaurant carts and checkouts are separate. Shopping may include products from up to three retailers in an eligible combined delivery. This does not combine their separate sale obligations or tax invoices. A customer may be offered combined payment or store-wise payment according to available functionality. Every restaurant order is separate; orders from different restaurants are not combined for delivery or payment and are not merged with shopping transactions.

6. Prices and taxes

Retail shopping prices are displayed inclusive of applicable product GST where chargeable; this must not lead to tax being charged twice. Restaurant menu prices may be shown exclusive of legally applicable GST, added and itemised at checkout. The actual tax treatment depends on seller classification and law, including composition dealers, eligible unregistered sellers and section 9(5) notified restaurant services. Correct invoices or bills of supply and Gensouk's invoices for its own services will be issued by the legally responsible person. Sellers determine their own authorised prices; all mandatory charges must be shown before purchase.

7. Platform fee

An applicable platform fee, currently configured in the range ₹10–₹20 per order, is shown as a separate checkout line, with any applicable GST displayed as legally required. A combined shopping order ordinarily carries one platform fee; each separate restaurant order may have its own platform fee. The exact charge shown before confirmation governs that order, subject to applicable law. No undisclosed platform fee may be added afterwards.

8. Delivery and the ₹200 threshold

For Shopping, customer delivery is free only when the eligible combined shopping merchandise subtotal after applicable discounts, including product GST, exceeds ₹200, excluding platform and delivery fees. At exactly ₹200 customer delivery charges may apply. For Restaurants, the same strict greater-than-₹200 threshold is evaluated individually for each restaurant order, using the disclosed eligible food/order value; restaurant orders never pool together. Applicable customer delivery charges and their taxes, if any, are shown before confirmation. Seller-funded delivery economics are governed by separate seller agreements, not a hidden extra charge to customers. Delivery offers and serviceability are subject to operational availability.

9. Orders and acceptance

Order submission is a request to purchase. Seller acceptance, stock or food availability, address serviceability and payment verification may be required before confirmation. Status messages explain relevant milestones. If an order cannot be accepted, the customer receives an appropriate refund or alternative remedy in accordance with law. Substitutions and material price changes require suitable disclosure and customer authorisation.

10. Payment methods and COD

Eligible orders may use UPI, cards, net banking or cash on delivery where offered. Prepaid payments may be processed by an authorised provider such as Cashfree once activated. COD may apply to Shopping and Restaurants subject to disclosed eligibility. Delivery personnel must not demand unapproved extra cash. Failed debit/successful order discrepancies are handled through reconciliation, not presumed forfeited. Cash handling and seller settlements are subject to separate contractual and regulatory obligations.

11. Deliveries

Gensouk may coordinate per-job compensated independent riders. Estimated delivery times are not guarantees unless expressly stated; traffic, preparation and other circumstances may affect timing. Customers should provide accurate delivery information and be reasonably available. Incorrect, damaged, missing or undelivered orders are subject to accessible grievance and statutory remedy processes. Riders may only access and use information needed for assigned jobs.

12. Shopping returns and cancellations

Voluntary change-of-mind returns are available only where the specific seller/category expressly offers them, including any clothing or footwear return window and conditions shown before purchase. This does not restrict statutory remedies for defective, spurious, damaged, misdescribed or wrong goods, or other violations of consumer law. A seller's “non-returnable” label cannot defeat applicable statutory rights.

13. Restaurant cancellation and food complaints

A restaurant order may be cancelled without penalty before restaurant acceptance. After acceptance or preparation begins, lawful cancellation conditions may apply if clearly disclosed, reasonable and connected to actual circumstances. No blanket “no refund” clause defeats rights where food is unsafe, materially wrong, not delivered or deficient. Seller-initiated cancellations attract the appropriate refund.

14. Refund of products, platform and delivery fees

For a fully cancelled order before acceptance/dispatch, or an entire order cancelled by the seller, amounts collected for that cancelled order ordinarily include reversal of item/food, platform and delivery charges (plus applicable taxes), as required by law. For partial cancellation, refunds and fee allocation follow a disclosed fair calculation and applicable law. No surprise delivery fee may be imposed retroactively because a cancellation changes threshold eligibility without the customer's appropriate agreement. Refund method and timing depend on the payment channel and applicable requirements; status and grievance routes must be available.

15. Consumer grievances

Customer complaints may be raised via gensoukofficial@gmail.com, +91 90415 90072 or an enabled in-app support mechanism. Grievance Officer: Harish Pathela. Consumer complaints will be acknowledged within 48 hours and redressed within one month, as required by applicable e-commerce rules; the complainant will receive a record/copy of the complaint where legally required. Consumers remain free to approach the National Consumer Helpline and appropriate consumer commissions or regulators.

16. Fair ranking, discounts and marketing

Search and recommendations may consider query relevance, serviceability, location, availability and other lawfully disclosed factors. We will not deceptively manipulate search indexes or portray paid placements as neutral results. Sponsored listings must be prominently identified where introduced. Price reductions must be substantiated and comply with applicable prior-price requirements, including the rules taking effect 1 January 2027. Unfair dark patterns, concealed compulsory charges, misleading urgency or non-consensual add-ons are prohibited. Sellers are not entitled to access competitors' confidential information.

17. Property advertisements, if enabled

Property listings are informational advertisements or enquiry-facilitation services unless the page expressly discloses an additional regulated service. A property's advertiser is responsible for the authority to list, accurate description, ownership/title assertions and lawful permissions. Users must independently verify title, approvals, condition and commercial terms with qualified professionals before transacting. Gensouk does not guarantee legal title merely by displaying a listing; this does not exclude responsibility for its own misrepresentations or obligations under law. If property brokerage or payments are introduced, separate terms and RERA/legal review must precede activation.

18. Unacceptable activity

Users may not place intentionally fraudulent orders, impersonate others, abuse refunds, misuse payment methods, harass staff or riders, upload infringing content, harvest customer details, attempt unauthorised access or transact in prohibited goods. Appropriate and proportionate restrictions may apply, subject to applicable law and complaint rights.

19. Intellectual property and user content

Gensouk owns or licences its platform branding, design and software. Sellers retain rights in their content and grant the permissions necessary to display authorised listings. Submitted reviews, photos and other content must be lawful and not deceptive, abusive or infringing. Moderation decisions may be challenged through support where appropriate.

20. Liability and mandatory rights

Gensouk does not assume ownership of independently sold inventory merely by facilitating an order, but remains liable for any duty that law imposes on it. Nothing excludes liability that cannot legally be excluded, including relevant consumer remedies, fraud or unlawful misconduct. Any enforceable limitation applies only to the extent permitted by applicable law.

21. Interruptions and changes

Service may be interrupted by maintenance, outages, weather, governmental restrictions or other causes. We will take reasonable steps to manage affected orders and provide lawful refunds or remedies. Material changes to terms will be communicated; previously accepted orders will not be silently rewritten.

22. Law and jurisdiction

Indian law governs. Consumer rights to approach competent consumer forums and authorities are unaffected; any jurisdiction provision remains subject to mandatory statutory rights.

23. Company contacts

GENSOUK ENTERPRISES PRIVATE LIMITED · CIN U47912PB2026PTC069897 · GSTIN 03AANCG4573C1ZR. Registered office: House No. 2537, Tibbi Sahib Road, Near Ram Bhawan, Sri Muktsar Sahib, Punjab – 152026, India. Grievance Officer: Harish Pathela. Email: gensoukofficial@gmail.com. Phone: +91 90415 90072. Telephone support Monday–Saturday, 10:00 AM–6:00 PM IST.

24. Section 9(5) GST on restaurant services — platform statutory liability

For notified restaurant services supplied through the Gensouk electronic commerce operator, Gensouk will account for and discharge GST to the extent imposed on it under section 9(5) of the CGST Act, 2017, applicable IGST provisions, notifications and CBIC guidance. This statutory responsibility cannot be transferred to a restaurant merely by describing the restaurant as the independent supplier. Restaurant partners remain responsible for correct menu details, classification of supplies, exemptions and required records. Appropriate documentation for restaurant service, Gensouk platform fees and other supplies will be generated according to the applicable invoice rules. Separate supplies by restaurants (where legally distinguishable) must not be assumed to share one tax treatment. Gensouk will not treat 9(5) restaurant supplies as normal seller-TCS supplies where applicable statutory guidance excludes such treatment. Gensouk's tax engine must determine tax on the actual taxable base and shall not automatically assume all food and beverage items qualify for a uniform rate.

25. Retail seller GST status, enrolment and settlement records

Retail sellers may be regular taxpayers, composition taxpayers or qualifying unregistered suppliers with required GST e-commerce enrolment and intra-state limitations. The platform will apply applicable onboarding and supply restrictions, issue or facilitate the correct invoice/bill of supply or other legally compliant document, and ensure that taxes or tax collection requirements are not double-counted. The seller remains responsible for lawful supply documentation and its own reporting; the operator remains responsible for obligations directly imposed on it, including applicable section 52 TCS reporting. A seller's internal settlement statement is not itself a substitute for the legally mandated customer invoice. The Company may withhold activation of any seller category until the required verification and tax treatment can be supported.

26. Payment processors, reversals, disputes and chargebacks

Prepaid checkout may be routed through Cashfree Payments, Razorpay or another authorised payment service provider actually enabled for the transaction. The provider shown in the payment flow processes payments subject to relevant bank, card-network, UPI and payment-provider rules. Gensouk will maintain mechanisms to reconcile payments with orders, investigate failed/debited transactions, process lawful refunds, and respond to chargebacks or unauthorised payment complaints. A payment confirmation is not a promise of product availability; if fulfilment cannot proceed, appropriate refund rights apply. Customer funds, transfers and merchant settlements will be handled according to actual gateway arrangements and applicable payment rules. Customers will not be charged undisclosed payment-gateway fees at checkout. Seller-borne payment-processing charges and associated taxes are matters governed by separate seller contracts and settlement statements, and do not alter consumer refund entitlements.

27. Pricing disclosure and no hidden fees

The customer-facing checkout shows merchandise or food subtotal, applicable item taxes, platform fee and its tax treatment, delivery fee and any applicable tax, discounts and the final payable total before the customer confirms. For shopping, the free-delivery test is made against the combined eligible shopping subtotal inclusive of applicable goods GST and after item/order discounts, excluding platform/delivery fees; free delivery applies only strictly above ₹200. For restaurants, the corresponding test is independently applied to each restaurant order, not aggregated across restaurants. Any increase in the payable amount requires lawful fresh customer authorisation. Fees for unrelated services will not be bundled into the e-commerce transaction contrary to applicable rules.

28. Ranking, sponsored listings and reduction claims

Where customer search or recommendations are available, Gensouk will display an intelligible description of principal ranking parameters, such as query relevance, availability, serviceability, delivery proximity and customer-selected filters, and their relative importance. Sponsored or paid listings, if introduced, will be distinctly labelled. Search will not be deceptively manipulated. For price-reduction announcements subject to the 2026 e-commerce amendments from 1 January 2027, the prior price will be determined and shown using the legally required lowest price during the previous 30 days rule, as applicable, rather than fabricated MRP discounts. The platform will maintain auditability of historical seller prices and promotional claims. Gensouk will conduct the yearly dark-pattern self-audit and display the resulting certificate when the rule becomes operative.

29. Seller identification, country of origin and grievance details

Gensouk will present material seller information at the legally required stages, including business name, available contact details, relevant registration identifiers, product origin and importer details where applicable, return and shipping terms, and food-specific disclosures. The seller name will be clearly presented on transaction documentation, including with prominence required by the 2026 amendments from 1 January 2027. Following a qualifying written consumer request, additional seller contact information for effective dispute resolution will be provided to the extent required by law. Gensouk will cooperate with the National Consumer Helpline convergence process in accordance with applicable requirements. A grievance record, acknowledgment within 48 hours and resolution within one month will be administered as required by the e-commerce rules.

30. App-store payments and review access

Shopping and restaurant orders concern physical goods and physical-world services. They may use an appropriate authorised third-party payment gateway and are not sold using Apple In-App Purchase or Google Play Billing. The Company will separately assess any later digital subscription, digital advertising placement or paid in-app feature, which could be subject to different platform billing requirements. The application must have working, publicly accessible privacy and support links, a functioning account-deletion route, accurate store privacy declarations and a usable review/demo account or demo mode where required. These operational duties cannot be discharged by legal wording alone.

31. Effective operation, precedence and changes

The published version becomes effective when posted with a clearly identified effective date. Transaction-specific amounts, seller details and return eligibility disclosed at checkout form part of the applicable transaction. If separate policies provide greater lawful consumer protection, those protections apply; a specific written order disclosure controls its details unless inconsistent with mandatory law. Changes to these Terms generally apply prospectively; we will request renewed consent where required. Separate agreements govern seller commercial charges, riders and payment-provider obligations.