Terms & Conditions

Welcome to ABC Water. These Terms and Conditions ("Terms") govern your use of the ABC Water mobile application, website, and all related services (collectively, the "Platform") operated by ABC Water ("Company", "we", "us", or "our"), registered and operating in Visakhapatnam, Andhra Pradesh, India.

ABC Water provides a hyperlocal water delivery service, connecting customers with verified delivery partners who fulfill water can and bottle orders from local distribution hubs. Our service currently covers select areas within Visakhapatnam, within a defined delivery radius of approximately 4–5 kilometres from each hub.

By downloading our app, creating an account, or placing an order, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use the Platform.

For the purposes of these Terms, the following definitions apply:

"Platform"

The ABC Water mobile application, website, and any related digital services or interfaces provided by the Company.

"User" / "You"

Any individual who accesses, registers on, or places an order through the Platform.

"Order"

A request submitted by a User through the Platform for the delivery of water products to a specified address.

"Delivery Partner"

An independent individual registered on the Platform who accepts and fulfills delivery requests on behalf of the Company.

"Hub"

A local distribution point from which filled water cans and bottles are dispatched for delivery within the defined service radius.

"Wallet"

The in-app balance associated with a User's account, which can be loaded and used to pay for orders.

"Service Area"

The geographic zone within a 4–5 km radius of an active ABC Water hub, within which deliveries are currently offered.

To use the Platform and place orders, you must meet the following eligibility criteria:

• You must be at least 18 years of age, or have the consent of a parent or legal guardian.
• You must provide a valid Indian mobile number capable of receiving OTP-based verification.
• Your account is created via one-time password (OTP) verification sent to your registered mobile number. You are responsible for keeping your account secure.
• You must be located within or requesting delivery to an address within an active Service Area at the time of placing an order.
• You agree not to create multiple accounts or use the Platform for any fraudulent or unauthorised purpose.

Placing Orders

Orders can be placed through the Platform at any time, 24 hours a day, 7 days a week. However, active deliveries are fulfilled only during our operational window of 6:00 AM to 8:00 PM, Monday through Saturday. Orders placed outside of this window will be queued and fulfilled at the earliest available time during the next delivery window.

Order Acceptance

An order is confirmed only when a Delivery Partner accepts the request. The Company cannot guarantee immediate acceptance of every order, and acceptance is subject to partner availability within your Service Area at the time of the order.

• You will receive a confirmation notification once your order is accepted by a Delivery Partner.
• You can track your order in real time through the app once it has been accepted and dispatched.
• If no Delivery Partner is available within a reasonable time, the order may be auto-cancelled and any payment refunded.

Order Modifications

Once an order has been accepted by a Delivery Partner, modifications to product type, quantity, or delivery address may not be possible. Please review your order details carefully before submission.

Product Pricing

All prices listed on the Platform are in Indian Rupees (INR) and are inclusive of applicable taxes unless stated otherwise. Prices for products may vary based on product type, volume, and promotional offers in effect at the time of order.

The Company reserves the right to update pricing at any time without prior notice. The price displayed at the time of placing an order will be the price charged for that order.

Payment Methods

• In-App Wallet: Pre-loaded wallet balance can be used to pay for orders. Wallet top-ups are subject to the payment methods available in the app.
• UPI & Net Banking: Payments can be made via supported UPI apps and net banking channels integrated into the Platform.
• Debit / Credit Cards: Major debit and credit cards are accepted through our secure payment gateway.

Payment Security

All payment transactions are processed through encrypted, PCI-DSS-compliant third-party payment gateways. The Company does not store your full card or bank account details. In the event of a payment failure, please retry or contact our support team.

The ABC Water in-app Wallet is a prepaid payment instrument that allows Users to load funds and apply them towards order payments on the Platform.

Loading & Using Wallet Balance

• Wallet balance can be added using supported payment methods available in the app.
• Loaded wallet amounts are non-transferable and can only be used to pay for orders placed through the Platform.
• Wallet balance does not earn interest and has no cash value outside the Platform.
• Unused wallet balances may be eligible for refund upon account closure, subject to verification.

Prohibited Wallet Actions

• Wallet balance may not be transferred to another user's account or to any external bank account.
• Loading wallet funds through fraudulent means or using wallet balances obtained through promotional abuse is strictly prohibited.
• Any attempt to exploit wallet promotions, cashback schemes, or referral offers through fake accounts may result in immediate account suspension and forfeiture of balance.

Order Cancellation by User

• Orders may be cancelled by the User at no charge before a Delivery Partner has accepted the order.
• Once a Delivery Partner has accepted and begun fulfilling the order, cancellation may not be possible. Any applicable charges will be communicated in-app at the time of cancellation attempt.

Cancellation by the Company

The Company reserves the right to cancel any order in the following circumstances:

• No Delivery Partner is available within the Service Area within a reasonable time.
• The delivery address is outside the active Service Area.
• Technical errors or payment failures that cannot be resolved in a timely manner.
• Force majeure events including but not limited to natural disasters, civil unrest, or government restrictions.

Refund Policy

Refunds will be processed in the following circumstances:

• Order cancelled before Delivery Partner acceptance — full refund to original payment method within 5–7 business days.
• Order cancelled by the Company due to no partner availability — full refund credited to Wallet or original payment method.
• Product received is demonstrably damaged, contaminated, or incorrect — subject to verification and claim raised within 2 hours of delivery.

Service Area

ABC Water operates a hyperlocal delivery model. Deliveries are currently limited to addresses within approximately 4–5 kilometres of an active hub. The exact service coverage may vary. You can check whether your address is within the service area through the app before placing an order.

Delivery Timeframes

While we target a delivery window of under 45 minutes for accepted orders, this is an estimated timeframe and not a guaranteed service level. Delivery times may be affected by:

• High order volumes during peak times.
• Road, traffic, or weather conditions beyond our control.
• Incorrect or inaccessible delivery addresses provided by the User.
• Force majeure circumstances including floods, strikes, or local disruptions.

Delivery Conditions

• A responsible adult must be available at the delivery address to receive the order. If no one is available, the Delivery Partner may attempt a re-delivery or the order may be marked as undelivered.
• The Company is not liable for orders left unattended at the User's request.
• In the case of high-rise buildings or gated communities, the User must ensure the Delivery Partner has access to reach the delivery point.

Empty Can Returns

Where 20-litre cans are delivered, empty cans are to be returned to the Delivery Partner at the time of the next delivery, or collected separately as arranged. Cans returned in damaged, broken, or unusable condition may attract a replacement charge at the prevailing rate.

As a User of the Platform, you agree to the following responsibilities:

• Accurate Information: You must provide a correct, complete, and accessible delivery address. Any failed deliveries or additional costs resulting from an incorrect address are the User's responsibility.
• Account Security: You are solely responsible for maintaining the confidentiality of your account credentials and OTP. Do not share your OTP with anyone, including individuals claiming to represent ABC Water.
• Lawful Use: You agree to use the Platform only for lawful purposes and in accordance with these Terms. You must not use the Platform in any way that disrupts our services or harms other users.
• Can Handling: 20-litre cans delivered to you remain the property of ABC Water. You are responsible for their safe storage and return in undamaged condition.
• Respectful Conduct: You agree to treat Delivery Partners with respect. Harassment, threats, or abusive behaviour towards Delivery Partners will result in immediate account suspension.
• Accurate Reviews: Any reviews or feedback submitted through the Platform must be genuine and reflect your actual experience.

Product Quality

ABC Water is committed to maintaining high hygiene and quality standards. All products are handled in a clean environment, stored under appropriate conditions at our hubs, and dispatched in sealed, tamper-evident containers. We conduct regular quality checks to ensure our products meet applicable food safety standards.

Limitation of Liability

To the maximum extent permitted by applicable law:

• The Company's total liability for any claim arising from use of the Platform or an order shall not exceed the value of that specific order.
• We are not liable for indirect, incidental, consequential, or punitive damages of any kind.
• We do not guarantee uninterrupted or error-free operation of the Platform.
• We are not liable for delays, non-deliveries, or quality issues caused by circumstances beyond our reasonable control, including but not limited to transportation disruptions, power outages, or natural events.

Product Liability

If you receive a product that is visibly damaged, contaminated, or materially different from what you ordered, please report it within 2 hours of delivery. We will investigate and, if the claim is verified, arrange a replacement or issue a refund. We are not liable for issues arising from improper storage of delivered products by the User.

The availability of our delivery service is dependent on several factors, including geographic coverage, hub operational status, and Delivery Partner availability. We make no guarantee of service continuity or availability at any specific time.

• Service is currently available only in select areas of Visakhapatnam within our active hub coverage zones.
• Service coverage may be expanded or reduced as our network grows or operational requirements change.
• The Platform may be temporarily unavailable due to scheduled maintenance, technical issues, or unforeseen circumstances. We will endeavour to notify Users of planned downtime in advance.
• The Company does not guarantee stock availability of specific product types at all times. In the event of stock unavailability, we will notify you and offer an alternative or cancellation.

All content, design elements, trademarks, logos, software code, text, images, and other materials on the Platform are the exclusive intellectual property of ABC Water or its licensors, and are protected under applicable copyright, trademark, and intellectual property laws.

• You may not reproduce, distribute, modify, publicly display, or create derivative works from any content on the Platform without our express written permission.
• The ABC Water name, logo, and brand identity may not be used in any manner that suggests affiliation, endorsement, or sponsorship without written authorisation.
• Unauthorised use of our intellectual property may result in legal action.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for personal, non-commercial use in accordance with these Terms.

Your use of the Platform is also governed by our Privacy Policy, which is incorporated into these Terms by reference. The Privacy Policy describes how we collect, use, store, and protect your personal information.

By using the Platform, you consent to the collection and use of your personal data as described in our Privacy Policy. Key points include:

• We collect personal information such as your name, mobile number, and delivery address to fulfil orders and improve our service.
• Your location data may be used to verify service area eligibility and enable real-time delivery tracking.
• We do not sell your personal data to third parties.
• You have the right to access, update, or request deletion of your personal data by contacting our support team.

For full details, please review our Privacy Policy.

Termination by the Company

The Company reserves the right to suspend or permanently terminate your access to the Platform, without prior notice, if you:

• Violate any provision of these Terms or any applicable law.
• Engage in fraudulent activity, including payment fraud, fake orders, or account misrepresentation.
• Abuse or harass Delivery Partners, staff, or other users.
• Repeatedly fail to be present for deliveries or return cans in a damaged condition.
• Use the Platform in a manner that causes harm to the Company, other users, or third parties.

Termination by the User

You may close your account at any time by contacting our support team. Upon account closure, any remaining Wallet balance (after deducting outstanding dues) will be refunded subject to verification and applicable processing timelines.

Effect of Termination

Upon termination of your account, your access to the Platform ceases immediately. Outstanding orders at the time of termination will be handled on a case-by-case basis. Provisions of these Terms that by their nature should survive termination will continue to apply.

The Company reserves the right to modify, update, or replace these Terms at any time at its sole discretion. Changes may be made in response to new features, legal requirements, operational changes, or improvements in service.

• Revised Terms will be published on the Platform with an updated "Last Updated" date at the top of this page.
• For material changes, we will notify registered Users via in-app notification or the registered mobile number at least 7 days before the changes take effect.
• Your continued use of the Platform after the effective date of updated Terms constitutes your acceptance of those changes.
• If you do not agree to any revised Terms, you must discontinue use of the Platform and may close your account.

We encourage you to review these Terms periodically to stay informed of your rights and obligations.

If you have questions, concerns, or disputes regarding these Terms, or if you wish to raise a complaint or claim, please contact us through any of the following channels:

Email

hello@abcwater.in — for general enquiries and legal matters

Phone

+91 99492 12062 — Monday to Saturday, 7:00 AM – 8:00 PM IST

WhatsApp

Chat on WhatsApp — for quick support and order issues

Address

ABC Water, Visakhapatnam, Andhra Pradesh, India

We endeavour to respond to all formal enquiries within 2–3 business days. For urgent order-related issues, WhatsApp or phone contact is recommended for a faster response.

These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts in Visakhapatnam, Andhra Pradesh.