Merchant Service Level Agreement

The purpose of this Agreement is to define the service levels, obligations and standards expected of Merchants operating on the Deelo platform, and to set out how Deelo supports Merchants in delivering a reliable, high-quality experience to customers.

This Agreement applies to all Merchants who register on the Deelo platform to sell products or provide services, and covers order acceptance, fulfilment, payment collection, customer communication, refunds, platform availability and termination. It supplements, and should be read together with, any separate merchant onboarding or commercial agreement entered into with Deelo.

• Maintain accurate product and service listings, including prices, descriptions, availability and applicable taxes.
• Comply with all applicable laws, licences and food-safety / quality standards relevant to the products or services offered.
• Accept or reject orders promptly and keep operating hours on the platform up to date.
• Ensure that items are prepared, packed and handed over to Runners in good condition and within agreed preparation times.
• Treat customers, Runners and Deelo support staff with professionalism and respect.

• Customer payments are collected through Deelo's integrated payment gateways and settled to the Merchant as per the agreed settlement cycle.
• Deelo may deduct applicable platform commissions, fees and taxes before settlement, as set out in the commercial terms.
• Merchants are responsible for their own tax compliance, including GST, on the sales they make through the platform.
• Settlement statements will be made available to Merchants for reconciliation.

• Merchants must fulfil confirmed orders accurately and within the estimated preparation time.
• Out-of-stock or unavailable items should be updated promptly to avoid order cancellations.
• Merchants must hand over the correct, complete order to the assigned Runner and, where relevant, package it securely for transit.
• Consistently high cancellation or error rates may affect a Merchant's standing on the platform.

Merchants should ensure timely and accurate communication regarding order status, preparation delays or item substitutions through the tools provided by Deelo. Any direct communication with customers must remain professional and limited to fulfilling the order.

Where a refund is required due to Merchant error — such as incorrect, missing, damaged or unacceptable items — the cost of such refunds may be borne by the Merchant. Refunds are processed in accordance with Deelo’s Refund & Cancellation Policy, and Merchants agree to cooperate in the fair and prompt resolution of customer complaints.

Deelo will use commercially reasonable efforts to keep the platform available and operational. However, the platform may occasionally be unavailable due to scheduled maintenance, updates or circumstances beyond Deelo’s reasonable control. Deelo does not guarantee uninterrupted or error-free availability and shall not be liable for losses arising from temporary unavailability.

• Either party may terminate this Agreement by providing written notice as per the agreed notice period.
• Deelo may suspend or terminate a Merchant's access immediately in cases of fraud, repeated policy violations, illegal activity, or serious risk to customers or the platform.
• Upon termination, outstanding settlements will be reconciled and paid in accordance with the applicable commercial terms, subject to any adjustments for pending refunds or dues.

This Agreement is governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the competent courts at Kerala, India.

This Agreement is executed on behalf of Deelo Business Services Private Limited by its duly authorised signatory.