Effective Date: 12/11/2025

Company: DVV Global Pvt. Ltd.

Trading Name: MrHomeDelivery

Registered Office: 605, 6th Floor, Annapoorna Block, Aditya Enclave, Kumar Basti, Ameerpet, Hyderabad, Telangana – 500082, India

Support Email: info@mrhomedelivery.com

1. Purpose

This Business Partner (Merchant) Policy sets forth the terms, responsibilities, and obligations governing the relationship between DVV Global Pvt. Ltd. (“MrHomeDelivery”, “Company”) and all merchants (including restaurants, grocery stores, retail outlets, or other business partners) who use the MrHomeDelivery platform to list, sell, and deliver products to customers.

Compliance with this Policy is mandatory for continued participation on the Platform.

2. Merchant Registration and Verification

Merchants must complete the onboarding process and provide accurate and verifiable business information, including but not limited to:

Valid FSSAI licence (where applicable),

GST registration certificate,

PAN card,

Accurate business address, contact details, and authorized signatory information.

The Company reserves the absolute right to verify any submitted documents, seek additional information, and approve or reject merchant registration at its sole discretion.

Merchants are responsible for maintaining, updating, and correcting all business information on the Platform to ensure accuracy at all times.

Submission of false, misleading, or fraudulent documents may result in immediate account suspension or legal action.

3. Menu, Pricing, and Product Availability

Merchants must upload and maintain accurate, complete, and updated menu or product listings on the Platform, including:

Item names, descriptions, and images,

Prices, taxes, and applicable charges,

Availability status and stock levels.

Prices displayed on the Platform must not exceed in-store prices unless mutually agreed upon under a promotional arrangement.

Merchants are responsible for ensuring that items marked as “available” can be fulfilled promptly and without delay.

Any changes in menu, stock availability, or pricing must be updated immediately to avoid customer dissatisfaction, cancellations, or penalties.

4. Order Acceptance and Fulfillment

Merchants must accept incoming orders promptly and prepare them within the estimated preparation time displayed on the Platform.

Once an order is accepted, the merchant must not cancel it without a valid operational reason, which must be communicated to the Company.

Repeated cancellations, delays, delivery refusals, or verified quality complaints may result in:

Monetary penalties,

Temporary suspension,

Permanent delisting.

All orders must be:

Prepared hygienically,

Fresh and of appropriate quality,

Properly packed and sealed to prevent contamination or spillage during transit.

5. Payments, Settlements, and Commission Structure

MrHomeDelivery collects payments on behalf of merchants for online orders, including prepaid and digital payments.

Settlements will be made on a weekly or bi-weekly cycle, after deduction of:

Platform commissions,

Transaction charges,

Taxes (including TDS where applicable),

Penalties or adjustments for verified complaints or claims.

Detailed settlement statements will be accessible through the merchant dashboard.

Merchants are responsible for maintaining accurate and active bank details to avoid settlement delays.

The Company may withhold or delay settlements in cases involving fraud, disputes, or regulatory compliance issues.

6. Quality, Hygiene, and Safety Standards

Merchants must strictly comply with:

FSSAI regulations,

Food Safety and Standards Act, 2006 (where applicable),

All local municipal and public health requirements.

All items must be:

Fresh and of acceptable quality,

Hygienically prepared and stored,

Free from contamination, adulteration, or expired ingredients.

Products found to be unsafe, contaminated, expired, or harmful will result in:

Immediate suspension,

Customer refunds or compensation (deducted from the merchant),

Possible legal reporting to regulatory authorities.

The Company reserves the unilateral right to delist any merchant failing to meet mandatory hygiene or safety standards.

7. Customer Complaints and Resolution

Merchants must cooperate fully with MrHomeDelivery in investigating and resolving customer complaints related to:

Product quality or freshness,

Incorrect or missing items,

Packaging issues,

Any other merchant-related service deficiencies.

Verified complaints may result in:

Refunds or replacements,

Penalties or deductions from settlement amounts,

Review of merchant rating or performance status.

Persistent negative reviews, high cancellation rates, or repeated quality failures may lead to temporary or permanent removal from the Platform.

8. Marketing, Branding, and Promotions

Merchants may participate in promotional campaigns, discounts, or marketing initiatives only with prior written approval from the Company.

Unauthorized use of the MrHomeDelivery brand name, logo, images, or marketing materials is strictly prohibited and may lead to legal action.

Merchants must not misrepresent their association with the Company beyond the scope of this Policy.

9. Liability and Indemnification

Merchants are solely responsible for the accuracy, safety, legality, and quality of their products and services.

MrHomeDelivery shall not be liable for any losses, damages, claims, liabilities, injuries, or regulatory actions arising from:

Poor-quality or unsafe products,

Misrepresentation or incorrect product information,

Non-compliance with food safety or legal requirements,

Merchant negligence, misconduct, or operational failures.

Merchants agree to fully indemnify, defend, and hold harmless DVV Global Pvt. Ltd., its officers, employees, and affiliates from any third-party claims, losses, damages, penalties, or expenses related to their products, business conduct, or breach of this Policy.

10. Termination and Suspension

MrHomeDelivery may suspend or terminate a merchant account, with or without notice, for:

Repeated policy violations,

Fraudulent activities or misuse of the Platform,

Poor quality, hygiene issues, or regulatory breaches,

Operational disruptions or customer safety concerns,

Any breach of this Policy or the Terms of Use.

Merchants may request account termination by providing 15 days’ written notice, subject to:

Completion of all pending orders,

Settlement of all outstanding dues or disputes.

11. Confidentiality and Data Protection

Merchants must maintain strict confidentiality of all business-related information shared by the Company.

Customer data accessed for fulfilling orders—including name, address, and contact details—may be used only for order fulfillment and for no other purpose, including marketing or future solicitation.

Merchants must comply with the Digital Personal Data Protection Act, 2023, and all applicable data privacy regulations.

Any misuse, unauthorized sharing, or breach involving customer data may result in immediate suspension, penalties, or legal action.

12. Governing Law and Jurisdiction

This Merchant Policy shall be governed by and interpreted in accordance with the laws of India.

Any disputes arising from or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts located in Hyderabad, Telangana.