1. General Terms
These Terms and Conditions govern the use of the NOVL platform, including its website and mobile applications.
Our website address is: https://novl.in.
The NOVL platform currently operates through the following mobile applications:
- NOVL Home Needs – the customers application used to place orders.
- NOVL Delivery Partner – the delivery partners application to receive and fulfill delivery requests.
By accessing or using the NOVL platform through the website or any of the above applications, users agree to comply with these Terms and Conditions.
The NOVL platform provides a technology service that connects customers, sellers, and delivery partners for the purpose of placing and delivering orders.
Users must provide accurate information while registering and using the platform..
PART A – Terms for Customers
2. Customer Registration
To avail our services, customers must register and log in to place orders on the platform. Customers must keep their account and registration details current and correct for communications related to purchases and deliveries. All registration details will be used only for order processing and delivery purposes.
3. Pricing
The prices mentioned at the time of ordering will be the prices charged on the date of delivery. Although prices of most products do not fluctuate daily, the prices of fruits and vegetables may change frequently.
However, the price displayed at the time of ordering will be treated as the final price. Even if prices change later, no additional charges will be collected or refunded at the time of delivery.
4. Order Cancellation
The NOVL platform provides delivery services. Once an order is placed, it is immediately transmitted to the seller and the packing process may begin. Since packed items cannot be resold, orders generally cannot be cancelled.
However, in the case of meals or other immediately consumable items, if the delivery does not occur within a reasonable time, the order may be cancelled by informing the Customer Support Executive through the phone number provided in the order. In such cases, a full refund will be provided.
If any fraudulent order is made using a wrong delivery address or misleading information, appropriate legal action may be taken.
5. Delivery and Packaging
All items are packed by the seller and delivered in packed condition.
If the package appears damaged at the time of delivery, the customer may refuse delivery by informing the Customer Support Executive over phone, and a full refund will be processed.
For fruits and vegetables, items may be delivered in an open box method to ensure freshness. If any rotten items are found, customers may return those items through the delivery partner for replacement or partial cancellation of the order. Refunds for cancelled items will be processed within 2–7 working days.
6. Correct Delivery Information
If non-delivery occurs due to incorrect information provided by the customer (such as wrong address, wrong contact number, or incorrect name), any additional cost incurred for re-delivery may be charged to the customer.
Customers must ensure that the delivery address is correct and that the delivery contact number is reachable.
7. Product Information
Customers should read and understand the product descriptions before placing orders.
Neither NOVL nor any party involved in operating the platform shall be liable for any direct, incidental, consequential, indirect, or punitive damages arising from the use of the website or application.
The platform does not guarantee the accuracy of information provided by external sources and accepts no responsibility for consequences arising from the use of such data.
8. Website Usage
While reasonable technical measures are taken to maintain the platform, the website or application may sometimes contain technical inaccuracies or errors.
Users access and use the platform at their own risk. NOVL does not guarantee uninterrupted or error-free operation of the platform or that the server is free from viruses or harmful components.
Material on the site may be changed without prior notice.
PART B – Terms for Delivery Partners
9. Delivery Partner Registration
Delivery partners must register on the platform and provide accurate personal and contact information. The platform may require identity verification or other information before allowing delivery services.
Delivery partners are responsible for maintaining the accuracy of their account information.
10. Availability and Order Acceptance
Delivery partners may choose to be online or offline in the application. When online, they may receive delivery requests from the platform.
Delivery partners may accept or decline delivery requests based on their availability.
11. Delivery Responsibilities
Delivery partners are responsible for:
- Picking up orders from the seller location
- Delivering orders to the customer location
- Handling packages carefully during transportation
- Following reasonable instructions provided through the platform
Delivery partners must behave professionally with customers and sellers.
12. Payments and Earnings
Delivery partners may receive payments or delivery fees based on completed deliveries through the platform.
Payment schedules, commissions, or service fees may be determined by the platform and may change from time to time.
13. Misconduct and Fraud
Delivery partners must not engage in fraudulent activities, including but not limited to:
- accepting orders without completing delivery
- manipulating the system for unfair advantage
- misusing customer information
If such activities are detected, the partner account may be suspended or permanently terminated, and legal action may be taken if necessary.
14. Independent Service Provider
Delivery partners operate as independent service providers using the NOVL platform to receive delivery requests.
The platform provides a technology service to connect customers, sellers, and delivery partners.
15. Changes to Terms
NOVL may update or modify these Terms and Conditions at any time without prior notice. Continued use of the platform after such changes will constitute acceptance of the revised terms.