Terms of Use

LOCAL DUKAN – TERMS AND CONDITIONS

Effective Date: 4 September 2026

Last Updated: 4 September 2026

Local Dukan is owned and operated by FINDMINE RETAIL INDIA OPC PRIVATE LIMITED, with its operational office at:

Flat No. 302, Second Floor, Beside Sahastra Hospital, Main Road, Sangareddy, Telangana – 502001

These Terms and Conditions govern your access to and use of the Local Dukan website, mobile applications, products, and services. By registering, accessing, or using Local Dukan, you confirm that you have read, understood, and agreed to these Terms and Conditions.

1. Definitions

For these Terms:

•“Local Dukan,” “Platform,” “we,” “us,” or “our” refers to FINDMINE RETAIL INDIA OPC PRIVATE LIMITED and the Local Dukan website and applications.

•“User,” “customer,” or “you” means any person accessing or using the Platform.

•“Seller” or “merchant” means a restaurant, grocery store, meat shop, retailer, or other business offering goods through the Platform.

•“Service Partner” means a technician, worker, driver, delivery executive, or independent professional offering services through the Platform.

•“Order” includes an order for goods, food, groceries, meat, shopping products, delivery, parcel service, taxi ride, rental, or doorstep service placed through Local Dukan.

•“Local Dukan Wallet” means the digital wallet or credit balance maintained within a customer’s Local Dukan account.

2. Role of Local Dukan

Local Dukan is a technology-enabled platform connecting customers with independent sellers, merchants, drivers, delivery executives, service professionals, buyers, and other users.

Unless Local Dukan is expressly identified as the seller or direct service provider, the relevant seller or service partner is responsible for:

•Product quality, quantity, condition, safety, and legality;

•Product descriptions, images, prices, and availability;

•Preparation and packaging of products;

•Performance and quality of services;

•Seller-specific warranties, returns, and exchanges; and

•Licences, registrations, approvals, and legal compliance applicable to their business.

Local Dukan may assist with payments, order coordination, delivery, complaints, cancellations, wallet credits, refunds, and dispute resolution.

Nothing in these Terms limits any statutory or non-excludable consumer right available under applicable law.

3. User Eligibility and Account

Users must provide accurate and complete information, including their name, mobile number, address, and other required details.

Users are responsible for:

•Maintaining the confidentiality of their account, password, and OTP;

•All activities carried out through their account;

•Providing accurate pickup, delivery, and contact information;

•Immediately reporting unauthorised account activity; and

•Using the Platform only for lawful purposes.

Users below 18 years of age may use the Platform only under the supervision of a parent or legal guardian.

Local Dukan may verify a user’s identity or contact details when required for safety, fraud prevention, regulatory compliance, or service fulfilment.

4. Service Availability

Local Dukan services are available only in selected cities, locations, service areas, and operational zones.

The availability of a service may depend on:

•Operational timings;

•Seller or merchant availability;

•Driver or delivery executive availability;

•Service-partner availability;

•Product availability;

•Customer location;

•Weather, traffic, or road conditions; and

•Local laws or government restrictions.

Local Dukan may temporarily suspend, restrict, or discontinue any service in a location due to operational, safety, technical, commercial, or legal reasons.

5. Prices, Charges and Payments

The payable amount may include:

•Product or service price;

•Delivery charges;

•Platform or convenience fees;

•Packaging and handling charges;

•Taxes;

•Distance-based charges;

•Waiting charges;

•Parking or toll charges; and

•Other charges disclosed before confirmation.

Prices displayed on Local Dukan may differ from prices available directly at a seller’s physical store due to packaging, delivery, taxes, merchant pricing, or promotional arrangements.

Local Dukan may use authorised third-party payment gateways. Payment failures or delays caused by banks, UPI providers, card networks, payment gateways, internet connectivity, or technical interruptions may require additional time for reconciliation.

If an amount is debited but the order is not successfully confirmed, the amount will be reconciled and credited to the customer’s Local Dukan Wallet or otherwise handled in accordance with applicable payment and consumer-protection requirements.

6. Local Dukan Wallet and Prepaid Order Refunds

When a prepaid order is cancelled, rejected, unavailable, undelivered, or approved for a refund, the eligible amount will ordinarily be credited to the customer’s Local Dukan Wallet.

Wallet credit may provide faster access to the refunded amount and can be used for eligible future orders or services available on Local Dukan.

The following conditions apply:

•Only the eligible refundable amount will be credited;

•Cancellation fees, completed service charges, or other valid deductions may be excluded;

•Promotional credits and referral rewards cannot ordinarily be withdrawn as cash;

•Credits obtained through fraud, duplicate accounts, payment disputes, or promotional misuse may be reversed;

•Wallet balances cannot ordinarily be transferred to another user;

•Any validity period or usage restriction will be displayed where applicable; and

•Where applicable law or payment regulations require a refund through the original payment method, or where the customer is legally entitled to request it, Local Dukan will process the refund accordingly.

Bank or payment-gateway processing time may apply when a refund is processed to the original payment method.

7. Offers, Coupons and Referral Rewards

Offers, coupons, referral rewards, and promotional wallet credits:

•Are subject to the stated eligibility conditions;

•May be limited to selected users, locations, merchants, or services;

•May have minimum-order requirements and validity periods;

•Cannot ordinarily be transferred or exchanged for cash;

•Cannot be combined unless expressly permitted;

•May be reversed when an associated order is cancelled or refunded; and

•May be cancelled where obtained through duplicate accounts, fake referrals, manipulation, fraud, or misuse.

Local Dukan may modify or withdraw promotional offers as permitted by law.

SERVICE-SPECIFIC TERMS

8. Food and Essentials

Food and Essentials include food orders, groceries, fresh meat, vegetables, fruits, medicines where legally permitted, and other daily-essential categories.

8.1 Estimated Delivery Time

The target delivery time is approximately 45 minutes after the seller accepts the order.

This is an estimated time and not a guaranteed delivery commitment. Delivery may take longer because of:

•Peak-hour demand or high order volume;

•Limited availability of delivery executives;

•Food preparation or product-packing delays;

•Traffic, weather, road closures, or public events;

•Merchant-related delays;

•Incorrect delivery information;

•Customer unavailability; or

•Events beyond the reasonable control of Local Dukan.

A delay beyond the estimated time does not automatically qualify the customer for compensation. However, materially delayed or undelivered orders will be reviewed based on the circumstances and applicable law.

8.2 Product Availability and Substitution

All products are subject to availability.

If an ordered item is unavailable, the seller or Local Dukan may:

•Contact the customer for approval of a substitute;

•Remove the unavailable item and adjust the order amount; or

•Cancel the affected item or order and credit the eligible prepaid amount to the Local Dukan Wallet.

A higher-priced substitute should not be supplied without customer approval.

8.3 Food and Essentials Cancellations

Customers may request cancellation before the seller begins preparing, cutting, packing, or processing the order.

Once preparation, cutting, packing, or dispatch has started, cancellation may be restricted because food, meat, groceries, and other perishable products may have been prepared or reserved specifically for the customer.

A cancellation charge may apply where it is clearly disclosed and legally permitted.

If the seller rejects or cannot fulfil a prepaid order, the eligible prepaid amount will ordinarily be credited to the customer’s Local Dukan Wallet.

8.4 Returns and Refunds

Food, fresh meat, groceries, and other perishable or consumable products are generally not returnable or refundable for:

•Change of mind;

•Dislike of taste;

•An incorrect product selected by the customer;

•Customer unavailability;

•An incorrect delivery address provided by the customer;

•Failure to follow product storage instructions; or

•A delay where the order was ultimately delivered in acceptable condition.

A customer may be eligible for a replacement, partial refund, full refund, or wallet credit where:

•The order was not delivered;

•A paid item was missing;

•The wrong product was delivered;

•The product was damaged, spoiled, contaminated, expired, or unsafe;

•The delivered quantity was materially incorrect;

•The product was materially different from its description; or

•The seller or Local Dukan cancelled a prepaid order.

Customers must report the issue promptly and may be required to provide photographs, videos, packaging, bills, or other reasonable evidence.

Once approved, the eligible prepaid amount will ordinarily be credited to the customer’s Local Dukan Wallet, subject to applicable law.

9. Local Shopping

Local Shopping includes fashion, electronics, mobile phones and accessories, home products, kitchenware, beauty products, natural oils, and other products offered by registered sellers.

9.1 Local and Long-Distance Delivery

Nearby local orders may be delivered through Local Dukan delivery executives or seller-arranged delivery executives.

Long-distance, regional, or nationwide orders may be shipped through third-party courier and logistics partners.

The estimated delivery time depends on:

•Seller processing time;

•Product availability;

•Customer location;

•Courier serviceability;

•Weather and transportation conditions;

•Public holidays; and

•Operational disruptions.

Displayed delivery dates are estimates unless expressly stated otherwise.

9.2 Inspection and Unboxing

Where open-box delivery is available, customers should inspect the product before confirming acceptance.

Customers are advised to record an unboxing video for electronics, fragile items, expensive products, or sealed packages. Such evidence may assist with complaint verification but does not remove the customer’s statutory rights.

9.3 Cancellation

Shopping orders may ordinarily be cancelled before dispatch, subject to the displayed seller and product cancellation policy.

After dispatch, cancellation may be restricted, or applicable shipping and return charges may be deducted, unless:

•The seller agrees to cancellation;

•The item is unavailable;

•An incorrect product was dispatched;

•Delivery is materially delayed; or

•Cancellation is required under applicable law.

If a prepaid order is cancelled before dispatch and qualifies for a refund, the eligible amount will ordinarily be credited to the customer’s Local Dukan Wallet.

9.4 Returns, Exchanges and Refunds

Returns, exchanges, cancellations, and warranties depend on the seller, product category, and policy displayed on the product page.

A seller’s “no return” policy will not prevent an appropriate remedy where a product is:

•Defective or damaged;

•Counterfeit or not genuine;

•Expired, contaminated, or unsafe;

•Incorrectly described;

•Missing essential parts;

•Different from the product ordered;

•Not delivered; or

•Delivered outside an expressly agreed period, subject to legally permitted exceptions.

Change-of-mind returns may not be accepted for:

•Used, washed, altered, or customer-damaged products;

•Personal hygiene or intimate-use products;

•Custom-made or personalised goods;

•Products with broken seals where hygiene or safety is involved;

•Perishable products;

•Digital products, software, or activation keys;

•Clearance or final-sale products where legally permitted; or

•Products returned without their original tags, accessories, serial numbers, or packaging.

Approved refunds for prepaid orders will ordinarily be credited to the customer’s Local Dukan Wallet, subject to applicable law.

10. Order Anything and Local Parcel Delivery

Order Anything allows customers to request the lawful purchase, pickup, and delivery of products or parcels within supported service areas.

10.1 Customer Responsibilities

The customer must provide:

•Accurate pickup and delivery addresses;

•Correct sender and recipient contact details;

•A clear description of the requested item;

•Accurate information about the parcel’s value, size, weight, and contents; and

•Safe and appropriate packaging.

Local Dukan or a delivery executive may refuse a parcel that appears unsafe, illegal, prohibited, improperly packed, or materially different from the information provided.

10.2 Prohibited Items

Customers must not request the purchase or delivery of:

•Illegal drugs or controlled substances;

•Weapons, ammunition, explosives, or fireworks;

•Stolen, counterfeit, or illegally obtained goods;

•Cash, high-value jewellery, or negotiable instruments;

•Hazardous, toxic, radioactive, or highly flammable materials;

•Human remains, body parts, or biological samples;

•Live animals;

•Obscene or unlawful materials;

•Alcohol, tobacco, medicines, or age-restricted products where delivery is not legally permitted; or

•Any item prohibited by law or Local Dukan policy.

10.3 Failed Delivery

Additional charges may apply where:

•The sender or recipient is unavailable;

•The address or contact details are incorrect;

•Another delivery attempt is required;

•The delivery executive must wait beyond the permitted waiting period; or

•The parcel must be returned to the sender.

10.4 Cancellations and Refunds

Cancellation may be requested before the delivery executive purchases or collects the item.

Once the item has been purchased, collected, or dispatched, cancellation may be restricted. Product, pickup, delivery, waiting, or return charges already incurred may be deducted.

Any eligible prepaid balance will ordinarily be credited to the customer’s Local Dukan Wallet.

10.5 Loss or Damage

Customers must report any loss, theft, tampering, or damage promptly and provide supporting evidence.

Any applicable compensation will depend on:

•Declared parcel value;

•Proof of contents and value;

•Packaging quality;

•Cause of loss or damage;

•Courier or delivery-partner terms; and

•Applicable law.

Local Dukan is not responsible for concealed defects, unsuitable packaging, normal deterioration, or damage caused by prohibited or incorrectly declared contents, except where liability cannot legally be excluded.

11. Local Taxi Services

Local Taxi allows customers to request available bike or auto rides through participating drivers.

11.1 Fare and Availability

Displayed fares and arrival times are estimates based on distance, estimated travel time, traffic, demand, vehicle availability, and applicable local pricing rules.

The final fare may change due to:

•Route changes requested by the passenger;

•Additional stops;

•Waiting time;

•Parking or toll charges;

•Incorrect pickup or drop location;

•Applicable taxes; or

•Other charges disclosed through the Platform.

No undisclosed charge should be collected from a passenger.

11.2 Passenger Responsibilities

Passengers must:

•Provide accurate pickup and destination details;

•Be ready at the pickup location;

•Follow traffic and safety rules;

•Wear a helmet during bike rides where required;

•Avoid distracting, threatening, or abusing the driver;

•Not carry illegal, hazardous, or prohibited items; and

•Not request the driver to violate traffic laws.

11.3 Taxi Cancellation

A cancellation charge may apply where:

•The driver has already travelled towards the pickup point;

•The passenger does not arrive within the permitted waiting period;

•The passenger provides an incorrect location; or

•The passenger cancels after the disclosed free-cancellation period.

A cancellation charge should not apply where:

•The driver requests the customer to cancel;

•The driver fails to approach the pickup location;

•The assigned vehicle materially differs from the booking; or

•Cancellation results from a Platform or driver-side failure.

Any eligible prepaid balance will ordinarily be credited to the customer’s Local Dukan Wallet.

11.4 Safety and Conduct

Drivers and passengers must behave respectfully and lawfully. Harassment, discrimination, violence, intoxicated misconduct, dangerous behaviour, and illegal activity are prohibited.

In an emergency, users should immediately contact the appropriate emergency authority, including 112, and then notify Local Dukan support.

Local Dukan may suspend any user or driver involved in a safety complaint while the matter is investigated.

11.5 Lost Property

Passengers are responsible for their belongings. Local Dukan may assist the passenger in contacting the driver but cannot guarantee recovery of lost property.

12. Buy, Sell or Rent

This section enables users and businesses to list products for sale or rent and communicate with interested parties.

12.1 User-to-User Transactions

Unless Local Dukan expressly processes and guarantees a transaction, the agreement is directly between the buyer, seller, owner, and renter.

Users must independently verify:

•Product ownership and condition;

•Buyer or seller identity;

•Bills, warranties, serial numbers, and authenticity;

•Rental deposits and rental periods;

•Applicable licences and permissions; and

•Payment and delivery arrangements.

12.2 Listing Rules

Listings must be accurate and must not include misleading images, false prices, hidden defects, or incorrect descriptions.

The following listings are prohibited:

•Stolen or counterfeit goods;

•Weapons or illegal substances;

•Obscene or unlawful materials;

•Fake documents or accounts;

•Safety-recalled products;

•Regulated products offered without required permission;

•Deceptive financial schemes; and

•Any item that violates applicable law or Platform policy.

Local Dukan may remove prohibited listings or suspend accounts where fraud, misuse, illegality, or policy violations are suspected.

12.3 Payments and Fraud Prevention

Users should:

•Avoid making advance payments to unknown persons;

•Verify products and ownership before payment;

•Meet in a safe public location where appropriate;

•Retain proof of payments and communications; and

•Use secure payment methods.

Local Dukan is not responsible for private payments or transactions completed outside the Platform, except where liability cannot legally be excluded.

12.4 Rental Transactions

The owner and renter must agree on:

•Rental price and security deposit;

•Rental duration;

•Product condition;

•Permitted use;

•Late-return charges;

•Responsibility for damage or loss; and

•Conditions for refunding the security deposit.

Local Dukan may assist with disputes but is not a party to independently arranged rental agreements unless expressly stated.

13. Doorstep Services

Doorstep Services may include cleaning, appliance repair, electrical work, plumbing, beauty services, vehicle assistance, and other professional services.

13.1 Estimates and Final Charges

Prices displayed before inspection may be estimates.

The service professional must disclose additional labour, spare-part, material, transportation, or other charges and obtain customer approval before continuing.

Customers are not required to pay for additional work that was not disclosed and approved.

13.2 Appointments

Service times are estimates and may be affected by:

•Traffic;

•Previous appointments;

•Weather;

•Professional availability;

•Product or spare-part availability; or

•Emergencies and operational interruptions.

Customers must provide safe access to the premises and disclose relevant risks, building restrictions, equipment details, and parking requirements.

13.3 Cancellation and Rescheduling

Cancellation or rescheduling charges may apply where the service professional has started travelling or arrived at the customer’s location, provided the charge was disclosed in advance.

If the service professional fails to attend, the customer may reschedule or request a refund of the eligible prepaid service amount. Approved prepaid refunds will ordinarily be credited to the customer’s Local Dukan Wallet.

13.4 Service Quality, Spare Parts and Warranty

Service professionals are responsible for completing work with reasonable care and skill.

Warranty terms for labour and spare parts may vary by service professional. Applicable warranty periods and exclusions should be displayed on the booking page, invoice, or service record.

A complaint may be raised where:

•The booked service was not performed;

•The work was incomplete or materially defective;

•Unapproved charges were collected;

•Incorrect or defective spare parts were installed;

•Property was damaged due to proven negligence; or

•The service materially differed from its description.

The customer must allow a reasonable opportunity for inspection or correction where appropriate.

14. General Cancellation and Refund Policy

Refund eligibility depends on:

•The applicable service category;

•The stage of order fulfilment;

•Product type;

•Seller or service-partner policy;

•Reason for cancellation;

•Supporting evidence; and

•Applicable law.

Depending on the circumstances, Local Dukan may provide:

•Replacement of the product;

•Re-performance of the service;

•Partial refund;

•Full refund;

•Local Dukan Wallet credit; or

•Another legally appropriate remedy.

For prepaid orders, approved refundable amounts will ordinarily be credited to the customer’s Local Dukan Wallet.

A promotional coupon or bonus credit will not replace a monetary refund where the customer is legally entitled to receive the money through another method.

15. Delivery or Service Refusal

A seller, driver, delivery executive, or service professional may refuse or cancel an order where:

•The location is outside the service area;

•The requested item or activity is illegal or unsafe;

•The customer is abusive, threatening, or unresponsive;

•Required access is unavailable;

•Payment cannot be completed;

•Order information is materially incorrect; or

•Fulfilment is prevented by circumstances beyond reasonable control.

Any eligible prepaid amount will ordinarily be credited to the customer’s Local Dukan Wallet after applicable deductions.

16. Ratings, Reviews and User Content

Users may submit genuine ratings, reviews, photographs, and comments based on actual experiences.

Users must not submit:

•False, misleading, defamatory, or abusive content;

•Another person’s confidential information;

•Paid or manipulated reviews;

•Obscene, hateful, or unlawful material; or

•Content that infringes intellectual-property rights.

Local Dukan may moderate or remove content that violates these Terms while preserving genuine customer feedback.

17. Privacy and Location Information

Local Dukan may process personal information, location data, addresses, order details, device information, and payment-related information to:

•Create and manage accounts;

•Process orders and payments;

•Assign drivers and service partners;

•Provide live tracking and customer support;

•Prevent fraud and misuse;

•Improve Platform operations;

•Send service-related communications; and

•Comply with legal obligations.

Personal information will be handled according to the Local Dukan Privacy Policy and applicable data-protection laws.

18. Intellectual Property

The Local Dukan name, logo, website, applications, software, designs, graphics, and original content are owned by or licensed to FINDMINE RETAIL INDIA OPC PRIVATE LIMITED.

Users may not copy, reproduce, modify, distribute, reverse-engineer, or commercially exploit Platform content without written permission.

19. Suspension and Termination

Local Dukan may temporarily restrict or permanently terminate an account where there is evidence of:

•Fraud or payment abuse;

•Fake or duplicate accounts;

•Referral or promotional misuse;

•Threatening, abusive, or unlawful behaviour;

•Repeated false complaints;

•Safety risks;

•Prohibited listings or deliveries; or

•Material violation of these Terms.

Where reasonably possible, the user may contact customer support to request a review.

20. Limitation of Liability

To the extent permitted by law, Local Dukan will not be responsible for indirect, incidental, special, or consequential losses resulting from use of the Platform.

Local Dukan will not be responsible for delays or failures caused by events beyond reasonable control, including:

•Severe weather;

•Natural disasters;

•Strikes;

•Public disturbances;

•Government restrictions;

•Road closures;

•Telecommunications failures;

•Payment-network interruptions; or

•Widespread technical outages.

Nothing in these Terms excludes liability for fraud, wilful misconduct, gross negligence, personal injury, statutory consumer remedies, or any liability that cannot legally be excluded.

21. Indemnity

Users agree to be responsible for losses or claims arising from:

•Unlawful use of the Platform;

•Fraudulent conduct;

•Prohibited parcels or listings;

•Violation of another person’s rights; or

•Material breach of these Terms.

This provision applies only to the extent permitted by applicable law.

22. Customer Support

For order-related assistance, customers may contact:

Customer Support Number: +91 80743 38345

Customer Support Email: contact@localdukan.com

Support Availability: Based on applicable operational hours, service availability, and the user’s location.

Support timings may vary by city, service category, merchant availability, and daily operations.

23. Grievance Redressal

Formal complaints and grievances may be submitted to:

Grievance Officer: Tekmal Bharath Kumar

Email: bharathkumar@localdukan.com

Contact Number: +91 80743 38345

Operational Office: Flat No. 302, Second Floor, Beside Sahastra Hospital, Main Road, Sangareddy, Telangana – 502001

Complaints should include:

•Customer’s full name;

•Registered mobile number;

•Order or booking ID;

•Description of the issue;

•Date of the transaction; and

•Photographs, videos, invoices, or other supporting evidence where applicable.

Complaints will be acknowledged and handled within the period prescribed under applicable law.

24. Changes to These Terms

Local Dukan may update these Terms to reflect changes in services, technology, operational requirements, policies, or applicable law.

Material changes may be communicated through the Platform or another appropriate method.

Continued use of the Platform after revised Terms become effective constitutes acceptance of the updated Terms, subject to applicable law.

25. Governing Law and Jurisdiction

These Terms are governed by the laws of India.

Subject to applicable consumer-protection rights and any mandatory jurisdiction available to consumers, disputes will be subject to the competent courts and authorities at Sangareddy, Telangana.

26. Contact Information

Local Dukan

Owned and operated by: FINDMINE RETAIL INDIA OPC PRIVATE LIMITED

Operational Office:

Flat No. 302, Second Floor,

Beside Sahastra Hospital, Main Road,

Sangareddy, Telangana – 502001

Email: contact@localdukan.com

Customer Support: +91 80743 38345

Website: https://localdukan.com