1. Introduction and Acceptance

These Terms and Conditions (“Terms”) constitute a comprehensive and binding legal agreement between the user (“you,” “customer,” or “account holder”) and Book My Water, operated by Book My Water, Mumbai, Maharashtra, India (“Company,” “we,” “our,” or “us”). By accessing, browsing, registering, or using the website, mobile application, or any technology-driven services (“Platform”) offered by Book My Water, you expressly acknowledge that you have read, understood, and agreed to be legally bound by these Terms in their entirety. These Terms apply to every interaction you make with our Platform, including but not limited to browsing product listings, creating an account, placing orders, subscribing to recurring plans, processing payments, receiving deliveries, communicating with customer support, and using any current or future features.

By proceeding to use the Platform, you confirm that you have the legal capacity to enter into a binding contract under applicable laws in India. If you do not agree with any part of these Terms, you must cease using the Platform immediately. Your continued use after updates or modifications constitutes your consent to the revised Terms. The Company may update, modify, suspend, or discontinue any functionality of the Platform at any time without prior notice for operational, legal, or business requirements. We strongly encourage you to review the Terms periodically to stay informed regarding any changes.

These Terms are governed by and construed in accordance with the laws of India. Any dispute arising out of or relating to these Terms, the Platform, or any transaction between you and the Company shall be subject to the exclusive jurisdiction of the competent courts in Mumbai, Maharashtra. Book My Water reserves full rights to suspend or terminate access to the Platform for any user who violates these Terms, misuses services, engages in fraudulent activity, or compromises the integrity of the Platform.

Your use of Book My Water signifies your acceptance of these Terms and your commitment to comply with all applicable laws, policies, and guidelines issued by the Company.

2. Eligibility and User Registration

To access the services provided by Book My Water, you must meet certain eligibility criteria established to ensure safety, compliance, and accountability. You must be a natural person who is at least 18 years old and capable of entering into a legally enforceable agreement as defined under the Indian Contract Act, 1872. If you represent a company, partnership, trust, or any registered entity, the individual creating the account must be duly authorized to act on behalf of the entity and bind it to these Terms.

During the registration process, you are required to provide accurate, complete, and verifiable information, including but not limited to your full name, active mobile number, delivery address, and optional email address. The Company reserves the right to authenticate your details through OTP verification, internal verification processes, and periodic audits. Any incomplete, fraudulent, or inaccurate information may lead to suspension or permanent termination of your account.

It is your responsibility to maintain the confidentiality of your login credentials, including passwords and OTPs. You agree not to share your credentials with any third party and accept that any action taken through your account shall be deemed to have been initiated by you. If you suspect unauthorized activity or a security breach, you must promptly notify support@bookmywater.

The Company bears no responsibility for losses or damages incurred due to unauthorized access resulting from negligence, password sharing, or inadequate account security practices. Furthermore, the Company retains full discretion to refuse registration, deactivate accounts, or restrict access if suspicious, unethical, or non-compliant behavior is identified.

By registering, you acknowledge that you are accountable for maintaining updated personal information to ensure accurate deliveries, communication, and service availability.

3. Description of Services

Book My Water serves as a unified digital platform that facilitates the ordering, delivery, and subscription management of drinking water cans and related water delivery services. The Platform connects customers with registered suppliers, verified delivery personnel, and operational branches, creating a seamless and technology-driven ecosystem designed to simplify water procurement for residential, commercial, and industrial needs.

Core services include one-time water orders, express delivery for urgent requirements, automated subscription plans for recurring needs, driver assignment, route optimization, real-time order tracking, delivery confirmations, and customer support assistance. The Platform also enables users to monitor previous orders, manage upcoming deliveries, modify subscription settings, and make secure payments using integrated payment gateways.

Book My Water acts solely as a facilitator between customers and suppliers. While the Company ensures that its partner suppliers comply with industry regulations and safety parameters prescribed under Indian standards, it does not manufacture, package, or alter the water products supplied. Each supplier is independently responsible for the quality, hygiene, and safety of the packaged drinking water delivered.

Although the Company endeavors to provide uninterrupted, timely, and efficient access to its Platform, certain external factors such as maintenance, server upgrades, third-party failures, network issues, or force majeure events may result in temporary service interruptions. Users acknowledge and accept that occasional downtime is unavoidable and shall not hold the Company liable for delays arising from events beyond reasonable control.

By using the Platform, you understand and agree that the Company’s role is limited to technology enablement and logistical facilitation.

4. Account Responsibilities

Once an account is created, it becomes the user’s responsibility to manage and safeguard all associated credentials and activities. You agree to take reasonable steps to ensure your password, OTPs, and authentication details are kept strictly confidential. Sharing your account with unauthorized individuals or using weak security practices may lead to unauthorized transactions, for which the Company shall not be held liable.

You accept full accountability for any orders placed, messages sent, payments initiated, or actions taken through your account, regardless of whether such actions were performed by you or someone using your credentials without authorization. If you notice suspicious activity, unusual login attempts, or unauthorized use, you must promptly notify support@bookmywater for investigation.

The Company reserves the right to monitor user behavior for fraud prevention, regulatory compliance, and platform security. Accounts suspected of fraudulent activities, policy violations, misuse, data manipulation, or attempts to exploit system vulnerabilities may be temporarily suspended or permanently terminated without notice. Additional verification, including identity proofs or address confirmation, may be requested to reinstate access.

Users must maintain accurate personal details—including name, mobile number, email address, and delivery address—to ensure timely communication and successful deliveries. Incorrect or outdated information may result in failed deliveries, service disruptions, or restricted access. The Company may retain user activity logs and metadata as legally required for dispute resolution, operational audits, and security monitoring.

By continuing to use the Platform, you acknowledge your responsibility to maintain account integrity and comply with all guidelines issued by the Company.

5. Customer Orders and Payments

Through the Book My Water Platform, customers can place one-time orders or subscribe to automated recurring delivery plans. To place an order, users must select the desired product, choose the quantity, provide a valid delivery address, and select an available payment method. All order details must be reviewed carefully before final submission to avoid errors.

Payments on the Platform are facilitated through secured, PCI-compliant payment gateways, offering various modes including UPI, debit/credit cards, net banking, and wallet transactions. The prices displayed are inclusive of applicable GST, and any promotional offers or discounts will be shown at checkout. Upon successful payment, customers will receive an instant confirmation along with a digital invoice generated automatically by the system.

If a payment fails or is reversed, the order will not be processed, and the customer must retry the payment. For failed or pending transactions, delays may occur due to bank processing or technical issues on third-party payment networks. The Company is not liable for payment gateway failures but will provide assistance to the extent possible.

Users must ensure that payment details entered are correct and updated. Any transaction flagged as suspicious may be temporarily held for verification. Refunds related to duplicate payments or cancelled orders will be governed by the Refund Policy outlined in later sections and processed within stipulated timelines.

All payment and financial data is encrypted and handled in compliance with RBI guidelines and industry-level security standards to protect user information.

6. Subscription Terms

Book My Water offers subscription-based delivery plans designed for customers who require scheduled and recurring water supplies. These subscription packages allow you to pre-select delivery frequency, quantity of water cans, preferred delivery time slots, and duration of your subscription. Once a subscription is purchased, the Platform automatically generates delivery orders based on your selected configuration, ensuring uninterrupted supply without the need for repeated manual orders.

To begin a subscription, customers must complete the online payment through the Platform’s secure payment gateway. After successful payment, the system assigns a unique Subscription ID and activates the plan within 24–48 hours. You will receive a confirmation message along with all relevant subscription details, including schedule, pricing, renewal dates, and terms of service.

Customers may modify the subscription settings, including delivery frequency, address updates, or quantity adjustments, by accessing the “My Subscriptions” section on the Platform. Modifications must be made at least 24 hours before the next scheduled delivery to avoid operational conflicts. In the event that modifications impact pricing or delivery feasibility, the Platform will immediately notify you of applicable changes or requirements.

Subscription cancellations are permitted, provided that the request is made 24 hours prior to the next delivery cycle. Once the first delivery under a subscription plan has been fulfilled, the subscription fee becomes non-refundable. This policy ensures fair allocation of resources, scheduling, and logistical planning.

The Company retains the right to update subscription pricing due to changes in supplier rates, operational costs, or government regulations. Any such changes will be notified to subscribers through email, SMS, or app notifications. Failure to comply with payment, misuse of service, or repeated delivery rejections may lead to temporary or permanent suspension of the subscription.

By subscribing, you acknowledge that you are entering into a recurring service arrangement and agree to adhere to the guidelines and terms governing such plans.

7. Delivery Process

The delivery process at Book My Water is designed to provide reliability, transparency, and convenience to customers. Once an order is confirmed—either manually or through an active subscription—the system assigns it to the nearest operational branch or authorized driver based on real-time availability and logistical efficiency. Each delivery is handled by trained and verified drivers responsible for maintaining punctuality and professional conduct.

Customers can monitor the delivery journey through the Platform’s integrated real-time tracking feature, which allows you to view the driver’s location, estimated arrival time, and delivery status. Drivers update their status at each stage, such as “Pending,” “Assigned,” “In Transit,” or “Delivered,” ensuring a transparent and hassle-free experience for users.

The Company aims to complete deliveries within the selected time window; however, certain external conditions such as traffic congestion, vehicle issues, adverse weather, government restrictions, or route diversions may affect timing. In such cases, Book My Water will make reasonable efforts to inform customers via push notifications, SMS alerts, or calls.

Customers must ensure that their delivery location is reachable and that someone is available at the address during the scheduled slot. If a delivery attempt fails due to customer unavailability, locked premises, or incorrect address details, the order may be marked as “Attempted but Failed,” and re-delivery charges may apply.

Drivers are trained to handle water cans safely, maintain hygiene, and follow the Company’s operational guidelines. Any misconduct, safety concerns, or service dissatisfaction must be reported to support@bookmywater for corrective measures.

While Book My Water strives for timely delivery, it shall not be held liable for delays caused by factors beyond its reasonable control. Nevertheless, the Company is committed to offering fair resolutions and maintaining high service standards.

8. Pricing and Taxes

Pricing on the Book My Water Platform is structured to ensure transparency, fairness, and compliance with applicable Indian tax laws. All prices displayed for water cans, subscriptions, delivery services, and additional charges are inclusive of the Goods and Services Tax (GST) as per the GST Act, 2017. Customers can view item-wise pricing, total payable amount, and applicable taxes before completing any transaction.

The Company reserves the right to revise pricing based on changes in operational expenses, transportation costs, supplier pricing updates, market conditions, or government tax revisions. Any revisions will be reflected on the Platform immediately. Customers placing new orders or renewing subscriptions will be charged the prevailing rates at the time of transaction.

No hidden charges apply. Any additional fees—such as express delivery fees, re-delivery charges, or packaging fees (if applicable)—are clearly shown during checkout. Book My Water follows a transparent billing model where all charges are disclosed upfront.

Corporate customers or bulk purchasers may avail customized pricing plans, based on the volume of orders, location, and contractual agreements. Such pricing arrangements will be governed by separate terms mutually agreed upon by both parties.

Invoices are automatically generated for every successful order and are available for download under “My Orders.” These invoices include GST details, item breakdowns, and transaction IDs for easy record-keeping and corporate reimbursement.

By continuing to use the Platform, you agree that the Company may modify pricing from time to time and that you are responsible for reviewing the price before confirming your order or subscription.

9. Cancellation Policy

Book My Water provides a flexible but structured cancellation policy to ensure fairness for customers while maintaining operational efficiency. Customers placing express orders may cancel them within a defined window prior to dispatch. The cancellation window may vary based on time of day, delivery type, and operational load but is generally available until the driver has been assigned or the order has entered the “In Transit” stage.

Subscription customers may cancel upcoming deliveries by modifying or pausing their subscription at least 24 hours before the scheduled delivery. Cancellation requests submitted after this window may not be processed due to logistical commitments already made by the branches and drivers.

Orders that have been dispatched or are in transit cannot be cancelled. In such cases, no refund will be provided, as operational costs have already been incurred. However, customers may refuse delivery only in exceptional cases such as damaged packaging or incorrect items, which must be reported immediately.

The Company also reserves the right to cancel orders for reasons such as unavailability of stock, delivery constraints, incorrect address information, repeated cancellations, or suspected misuse. In such cases, the customer will receive a full refund.

Repeated unjustified cancellations by a user may be flagged as misuse of the system, leading to account restriction or suspension. By placing an order, you acknowledge that you have reviewed this cancellation policy and accept its terms.

10. Refund Policy

Refunds at Book My Water are processed with transparency and accountability. Refunds are initiated only in specific scenarios such as duplicate payments, non-delivery due to issues on the Company’s side, or cancellation initiated by the Company due to operational constraints. Customers must submit valid proof, screenshots, or transaction references when raising refund claims.

Once a refund request is reviewed and approved, the Company will initiate the refund to the original payment method used during the transaction. Refund processing typically takes 7–10 business days, depending on banking partners and payment gateway timelines. Customers will receive a confirmation message once the refund has been initiated.

Refunds are not issued for successfully delivered orders or for active subscriptions where deliveries have already begun. Similarly, refunds are not applicable for failed delivery attempts caused by incorrect address details, customer unavailability, or refusal to accept delivery without justified cause.

If payment has been deducted while the order failed to process due to technical issues, the system will automatically attempt to reconcile the payment. If reconciliation fails, users can contact support@bookmywater for assistance.

The Company retains the right to deduct payment gateway or transaction fees incurred during refund processing where applicable. Refund decisions made by Book My Water after thorough investigation are final and binding.

11. Driver Responsibilities

Drivers associated with Book My Water play a crucial role in ensuring smooth and efficient delivery of water cans to customers. To uphold service quality and maintain trust, each driver must undergo a detailed verification process before activation. This verification may include submission of personal identification documents, driving license, vehicle registration papers, and address proof. The Company reserves the right to request additional KYC documentation as required under Indian regulations or internal policy.

Once activated, drivers are expected to adhere strictly to the Company’s code of conduct, operational guidelines, and safety standards. They must maintain a neat appearance, practice courteous communication, and behave professionally with customers at all times. Hygiene is a key requirement, especially because transportation of drinking water demands strict cleanliness; therefore, drivers must handle water cans with care, avoid contamination, and ensure that the cans remain sealed until delivery.

Drivers are required to update the status of each order promptly through the mobile application. This includes accepting assignments, marking “In Route,” confirming delivery, and updating cases of failed delivery attempts. Failure to update statuses in real time may result in delays, customer dissatisfaction, or internal disciplinary action.

Drivers are prohibited from collecting cash or any form of payment unless explicitly authorized by the Company under special conditions. Unauthorized collection of money, tampering with delivery records, or manipulation of delivery timings may lead to immediate suspension or legal action. Any misconduct, abusive behavior, or attempt to exploit the system will be treated as a violation of contractual obligations.

Earnings, delivery incentives, and payouts are transparently displayed on the driver’s dashboard within the app. Drivers are responsible for reviewing and reporting discrepancies within the defined timelines. The Company also reserves the right to track driver performance metrics, such as punctuality, delivery success rate, and customer ratings, which may influence future assignments.

12. Branch and Zone Management

Branch and zone management forms the backbone of Book My Water’s operational network. Each branch acts as a distribution hub, storing water cans, assigning drivers, and managing daily delivery schedules. Branch managers must ensure that inventory levels are consistently maintained and that stock rotation practices are followed. This includes verifying the quality of supplied cans, ensuring proper storage conditions, and conducting daily checks to confirm that no expired or damaged cans are dispatched.

Branches are responsible for maintaining updated records of active drivers, assigned delivery routes, and serviceable pin codes. They must ensure that delivery zones are accurately mapped and optimized for efficient logistics. Each zone is assigned to a set of drivers based on location density, delivery frequency, and operational capacity. Regular updates to routes may be conducted to accommodate new residential complexes, commercial clients, or infrastructure changes.

Zone management also includes tracking the performance of drivers, resolving operational bottlenecks, and monitoring customer feedback specific to a geographical region. Any anomalies—such as repeated delivery failures, customer complaints, or driver misconduct—must be promptly investigated by the branch.

The Company may conduct internal audits to ensure that branch operations align with Book My Water’s quality, safety, and compliance standards. Mismanagement, falsification of operational records, or failure to maintain service levels may result in administrative penalties, suspension, or termination of branch partnerships. Branches entering into service agreements with the Company must adhere to all legal, tax, and regulatory requirements applicable in India.

13. Quality and Safety Standards

At Book My Water, maintaining the purity and safety of drinking water is a top priority. The Company mandates strict adherence to quality, hygiene, and regulatory standards at all points of the supply chain. All registered suppliers must comply with BIS (Bureau of Indian Standards) regulations, FSSAI guidelines, and any other applicable Indian health and safety standards governing packaged drinking water.

Suppliers must maintain documentation of purification processes, filtration stages, chemical testing, and microbiological assessments. These records must be updated regularly and produced upon request during quality audits. Book My Water periodically inspects supplier facilities, water purification systems, and packaging practices to verify compliance. Any supplier found violating quality norms may face suspension or permanent removal from the Platform.

Water cans must be sealed, sanitized, and stored under clean, controlled conditions before being dispatched to branches or delivery hubs. Drivers and branch staff must ensure that cans remain intact and untampered throughout transit. Customers are encouraged to inspect the seal and packaging at the time of delivery and immediately report any irregularities, such as broken lids, leakage, odor, or contamination.

Book My Water disclaims responsibility for product quality if customers tamper with the container after delivery or improperly store the cans. Safe handling instructions, such as keeping cans away from sunlight, avoiding spillage, and cleaning household dispensers regularly, must be followed by customers to maintain hygiene.

By maintaining these rigorous standards, the Company ensures that every can delivered is safe, clean, and compliant with regulatory expectations.

14. User Conduct

Users accessing the Book My Water Platform must adhere to responsible and lawful behavior at all times. By using the Platform, you agree not to engage in actions that disrupt operations, violate legal norms, or harm other users. Prohibited activities include, but are not limited to, creating multiple fake accounts, providing false information during registration, attempting unauthorized access to the system, or manipulating delivery processes.

Any attempt to hack, inject malicious code, or tamper with the Platform’s software or database is strictly prohibited and may lead to immediate account termination along with possible legal prosecution under the Information Technology Act, 2000. Users are also prohibited from engaging in abusive communication with drivers, support staff, or representatives of the Company.

Spamming customer support channels, exploiting promotional offers through unfair means, or repeatedly cancelling orders without valid reasons may be treated as misuse. Users must also refrain from engaging in any act that infringes upon the intellectual property, trademarks, or brand identity of Book My Water.

The Company reserves the right to monitor user behavior and may suspend, restrict, or permanently terminate accounts found violating these conduct guidelines. Users are encouraged to report misuse, fraudulent activities, or system vulnerabilities by contacting the support team. By maintaining a respectful and honest user environment, Book My Water ensures a safe and seamless experience for all customers.

15. Intellectual Property Rights

The Book My Water Platform, including its mobile app, website, logos, interface designs, branding materials, and underlying technology, is the exclusive intellectual property of Book My Water. All software components, text, graphics, images, icons, user interfaces, algorithms, and trademarks displayed on the Platform are legally protected under applicable copyright, trademark, and intellectual property laws in India.

Users are granted a limited, non-exclusive, non-transferable license to access and use the Platform solely for placing orders or managing their services. You agree not to copy, reverse-engineer, translate, modify, or attempt to reproduce any part of the Platform’s code or design. Any attempt to extract source code, bypass security systems, or create derivative works based on the Platform constitutes a direct violation of intellectual property laws.

Unauthorized commercial use of any part of the Platform, including resale of services, redistribution of content, or use of branding elements without written consent, is strictly prohibited. Third-party trademarks appearing on the Platform remain the property of their respective owners and are used for identification purposes only.

If any user, competitor, or entity is found violating the Company’s intellectual property rights, Book My Water reserves the right to initiate civil or criminal legal action, including claims for damages and injunctions. By using the Platform, you acknowledge and respect the intellectual property rights of the Company and agree not to engage in actions that infringe upon these rights.

16. Privacy and Data Protection

Book My Water is committed to maintaining the highest standards of privacy and complies fully with the Digital Personal Data Protection Act, 2023. We recognize that user information is extremely sensitive, and therefore, we collect only the minimum data required for the proper functioning of our services. This includes basic information such as your name, delivery address, contact number, email ID, device identifiers, and order history. All data is collected strictly to enable essential operations like order processing, delivery coordination, account verification, communication, and customer support.

We assure that no personal data is sold, rented, or shared with any third party for marketing or commercial gain. Data may be shared only in limited scenarios, such as when it is required for completing deliveries, processing payments, complying with legal obligations, or responding to an official law enforcement request. Every third-party service provider associated with our platform must follow strict confidentiality and data protection standards to ensure user safety.

All sensitive information is encrypted and stored securely on certified servers that follow modern security protocols. Access to data is restricted only to authorized personnel who require it for operational reasons. Users have full rights to request correction of inaccurate information, deletion of outdated data, or clarifications regarding data usage by contacting support@bookmywater. Once such requests are received, Book My Water will take appropriate action within the legally permitted timeframe.

By using the platform, you acknowledge that the collection and processing of your data are necessary for smooth operations and essential service delivery. Our commitment to privacy ensures that your personal information remains protected, confidential, and handled with the utmost care.

17. Data Retention and Security

Book My Water follows a structured data retention policy in accordance with Indian compliance requirements and industry security practices. User data, including account details, order history, transaction logs, and communication records, is retained only for as long as necessary to fulfill the purpose for which it was collected. In most cases, this period extends up to three years to comply with tax regulations, audit requirements, fraud prevention protocols, and mandatory legal guidelines.

All retained data is stored on secure cloud servers equipped with multi-layer encryption, restricted access controls, firewalls, automated monitoring tools, and regular security audits. Only authorized employees with a legitimate operational need may access this data. Routine security reviews and vulnerability assessments are conducted to prevent unauthorized access, data leaks, or misuse.

However, despite our comprehensive security measures, no digital platform can guarantee absolute protection against sophisticated cyber threats, hacking attempts, or unforeseen breaches. By using the Book My Water platform, users acknowledge the inherent risks associated with online transactions and consent to the storage and handling of their data as described.

In case of any suspected or confirmed data breach, Book My Water will take immediate corrective steps, notify relevant authorities, and inform affected users in accordance with applicable laws. Users may request early deletion of their data by contacting support, provided there are no ongoing legal, financial, or audit obligations that require retention.

We remain committed to safeguarding user information while ensuring transparency and accountability in all data-handling processes.

18. Limitation of Liability

Book My Water operates as a delivery facilitation platform and strives to provide seamless, uninterrupted services. However, certain situations may arise that are beyond our control. Therefore, the Company shall not be liable for any indirect, incidental, special, punitive, or consequential damages, including loss of profit, loss of opportunity, emotional distress, or business interruption resulting from the use—or inability to use—the platform.

If liability is proven after thorough review, it will be limited strictly to the value of the disputed order or transaction amount. This limitation applies to claims involving service failures, delays, delivery errors, or any technical issues experienced on the platform.

Book My Water is also not responsible for issues caused by third-party vendors such as delayed deliveries, product shortages, jar-related defects, or variations in quality. Additionally, the Company shall not be held liable for damages resulting from customer negligence, such as providing incorrect addresses, failing to be available at the time of delivery, mishandling jars, or ignoring delivery instructions.

Service interruptions due to technical issues, server downtime, maintenance work, or forceful disruptions to internet connectivity may occur occasionally. The platform will make reasonable efforts to resolve such issues promptly but will not be liable for any inconvenience caused.

By using Book My Water, you acknowledge and accept these limitations, understanding that the platform’s role is limited to connecting customers, vendors, and delivery agents.

19. Force Majeure

Book My Water shall not be held responsible for any failure or delay in performing its obligations when such delays occur due to events beyond the Company’s reasonable control. These events—legally recognized as force majeure—may include, but are not limited to, natural disasters (earthquakes, floods, storms), fires, epidemics, pandemics, government-imposed restrictions, strikes, labor disputes, public unrest, war, terrorism, internet outages, server attacks, or major transport disruptions.

During such circumstances, the Company’s obligations will be temporarily suspended until normal operations can resume. Book My Water will make reasonable efforts to communicate service interruptions, delays, or delivery limitations to affected users as soon as possible. However, the platform shall not be liable for any financial damages, inconveniences, or losses arising due to such uncontrollable events.

In extreme situations, deliveries may be temporarily paused, order acceptance may be restricted, or operational hours may be adjusted based on safety and regulatory guidelines. Vendors and delivery partners are also expected to comply with any advisories issued during such events.

Once the force majeure event concludes, all services will gradually restore as conditions allow. Book My Water will prioritize pending commitments in a fair and systematic manner.

By continuing to use the platform, users acknowledge that certain disruptions are unavoidable and agree that the Company cannot be held responsible for delays caused by events outside reasonable control.

20. Termination of Services

Book My Water reserves the right to suspend, restrict, or permanently terminate access to any user, vendor, delivery partner, or branch found violating the Terms, engaging in fraudulent behavior, attempting to manipulate orders, abusing staff, or misusing the platform in any manner. Such termination may occur with or without prior notice, depending on the severity of the violation.

Examples of violations include repeated fake orders, harassment of delivery personnel, misuse of jars, falsifying vendor data, unauthorized access attempts, payment fraud, and any behavior that disrupts smooth platform operations. In cases of fraud or illegal activity, Book My Water may cooperate with law enforcement authorities for investigation.

Users who wish to voluntarily close their accounts may do so by contacting our support team. Before closure, all pending dues, jar returns, refunds, and active orders must be settled. Account termination does not remove the Company’s right to retain necessary data for legal compliance, audit records, dispute resolution, or fraud detection.

If an account is terminated due to violations, Book My Water may permanently restrict re-registration attempts using the same mobile number, device, or identity details.

Upon termination of services, all obligations owed by either party must be settled immediately. Continued use of the platform after receiving a termination notice is prohibited.

21. Communication and Notifications

By registering on the Book My Water Platform, users expressly consent to receiving various forms of communication necessary for seamless service delivery and account management. These communications may include SMS alerts, WhatsApp messages (where applicable and permitted), automated calls, email notifications, and in-app push notifications. Such messages are essential for confirming orders, tracking deliveries, updating subscription statuses, sending payment confirmations, and sharing important account-related information.

Users acknowledge that certain service-related notifications—such as OTP verification messages, security alerts, delivery updates, and critical system announcements—are mandatory and cannot be opted out, as they form an integral part of the functioning of the Platform. Without these, Book My Water may not be able to verify user identity, process orders, or maintain account security.

Marketing and Promotional Messages:
Book My Water may occasionally send promotional offers, discounts, referral program updates, or service enhancements through SMS, email, or app notifications. These communications aim to enhance user experience by informing customers about benefits or new features. Users who prefer not to receive marketing content can opt out anytime through the app settings, “unsubscribe” link in emails, or by contacting customer support. Opting out of promotional content does not affect your ability to receive operational or transactional messages.

Service Interruptions & Announcements:
In situations involving service downtime, delivery delays, system upgrades, or emergency notices, Book My Water may issue timely updates to keep customers informed. These communications ensure transparency and allow customers to anticipate changes in service schedules.

Accuracy of Contact Information:
Users are responsible for maintaining accurate mobile numbers and email addresses on their account. Failure to update contact details may result in missed notifications, delayed deliveries, or account access issues. Book My Water shall not be liable for any loss or inconvenience caused due to outdated or incorrect user information.

Record of Communications:
For quality assurance, dispute resolution, and audit purposes, Book My Water may maintain logs of communications sent or received. These logs are handled in accordance with the Platform’s Privacy and Data Protection policies.

By continuing to use Book My Water, you agree that all such communications—whether mandatory or optional—will be deemed to have been received by you once successfully sent to your registered contact channels.

22. Intellectual Property Rights

All content, features, and functionalities available on the Book My Water Platform—including but not limited to the brand name, logo, trademarks, service marks, product listings, text, images, graphics, icons, user interface components, software code, digital architecture, and all other proprietary elements—are the sole and exclusive intellectual property of Book My Water or its licensors. These intellectual assets are protected under applicable copyright laws, trademark regulations, and other intellectual property statutes in India and internationally.

Users are granted a limited, non-exclusive, non-transferable, and revocable license to access and use the Platform solely for personal and lawful purposes, such as placing water delivery orders, managing subscriptions, or browsing product offerings. This license does not authorize users to reproduce, modify, distribute, create derivative works, reverse-engineer, or commercially exploit any portion of the Platform or its content.

Unauthorized use, including scraping data, downloading content for redistribution, copying UI/UX designs, using automated bots, or misrepresenting affiliation with Book My Water, is strictly prohibited and may result in legal action, account termination, or both. Any suggestions, feedback, or ideas submitted by users to Book My Water—whether through support channels, emails, or feedback forms—may be used by the Company without obligation to provide compensation, credit, or acknowledgment, unless legally required.

Users must also refrain from using Book My Water’s intellectual property in any manner that may dilute the brand, mislead consumers, or imply endorsement without express written consent. The Company reserves all rights not expressly granted under these Terms.

23. Dispute Resolution and Governing Law

In the event of any dispute, disagreement, or claim arising out of the use of the Book My Water Platform, its services, or these Terms and Conditions, users agree to first attempt an informal resolution by contacting the Company’s customer support team. The Company will make reasonable efforts to investigate and resolve the issue promptly, ensuring transparent communication with the user throughout the process.

If a resolution cannot be reached informally, the dispute shall be formally addressed through mediation or arbitration before seeking court intervention. All disputes shall be governed by and interpreted in accordance with the laws of India, without regard to conflict-of-law principles that may cause the application of another jurisdiction’s laws.

The exclusive jurisdiction for all legal proceedings, arbitration hearings, and dispute resolution processes shall lie with the courts located in Indore, Madhya Pradesh, unless otherwise required by mandatory legal provisions. Users agree that by accessing the Platform, they irrevocably submit to the jurisdiction of these courts and legal bodies.

The arbitration process shall be conducted by a mutually agreed-upon arbitrator, and the proceedings will follow the rules outlined under the Arbitration and Conciliation Act, 1996. Costs of arbitration may be shared or assigned depending on the arbitrator’s final decision.

Nothing in this clause prevents Book My Water from pursuing interim or injunctive relief for protecting its intellectual property, preventing misuse of the Platform, or safeguarding against fraudulent activities. Users acknowledge that legal remedies may be required to prevent harm to the Company, its partners, or its users.

24. Amendments to Terms and Policies

Book My Water reserves the right to modify, update, or revise these Terms and Conditions, Privacy Policy, pricing structure, and any other operational guidelines at any time. Such changes may occur due to regulatory updates, service improvements, security enhancements, business expansions, or user experience optimizations.

Whenever significant amendments are made, the Company may notify users through push notifications, email alerts, website banners, in-app prompts, or other appropriate communication channels. Continued use of the Platform after such modifications shall constitute acceptance of the updated Terms. Users who do not agree with revised policies must discontinue Platform usage immediately.

It is the user’s responsibility to periodically review the Terms to remain informed of current policies and obligations. The Company is not required to provide individualized notice for minor or non-material updates, such as typographical corrections, safety enhancements, or UI/UX improvements.

Book My Water may also roll out new features, services, or subscription models. In such cases, additional terms may apply, and users must agree to those terms before accessing or using the new functionalities.

The Company may, from time to time, revise pricing, impose service charges, or introduce convenience fees to align with market conditions, operational costs, or government mandates. Such changes will be communicated transparently whenever applicable. By using the Platform, users acknowledge that amendments are essential to maintaining service quality, regulatory compliance, and overall operational efficiency.

25. Contact Information and Support

For any queries, concerns, assistance requests, or clarifications regarding Book My Water, users may reach out through multiple support channels provided by the Company. Customer support is available to help with issues related to account access, delivery problems, subscription management, payment disputes, technical errors, or general questions about Platform functionality.

Users may contact Book My Water via:

Email: support@bookmywater

Support inquiries are typically addressed within 24–48 business hours, depending on complexity. For urgent matters such as payment verification or delivery emergencies, priority handling may be offered.

Users should provide accurate and detailed information when raising a support ticket, including order IDs, screenshots, dates, or any other relevant documentation. This helps the Company resolve issues faster and more efficiently.

The Company may also contact users for service updates, policy changes, feedback collection, or operational verification. These communications aim to improve service quality while ensuring transparency.

If users need to escalate an unresolved complaint, they may write to higher management through designated escalation email channels (which can be added as per company structure). Book My Water is committed to providing fair, timely, and customer-friendly resolutions.