Terms of service

Last updated: 11 May 2026

Welcome to HelloRaw. These Terms of Service ("Terms") govern your use of our website www.helloraw.in (the "Site") and the purchase of our products and services. By accessing the Site or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use the Site.

1. About HelloRaw

HelloRaw is a premium fruit and dry-fruit retailer based in Kolkata, India. We deliver only within South Kolkata through our in-house delivery fleet; we do not ship outside Kolkata. Our delivery operating hours are 8:00 AM to 8:00 PM IST, daily. The Site is operated by HelloRaw (the "Company", "we", "us"). You can reach us at hello@helloraw.in or on WhatsApp at +91 98305 72474.

2. Eligibility

You must be at least 18 years old and capable of forming a legally binding contract under Indian law to place an order on the Site. By using the Site, you represent and warrant that you meet these requirements.

3. Account Registration

You may browse the Site without an account, but checkout may require you to provide certain personal information (see our Privacy Policy). If you create an account, you are responsible for maintaining the confidentiality of your login credentials and for all activity under your account.

4. Products, Pricing, and Availability

  • All products are subject to availability. Fresh produce is highly seasonal, and substitutions may be required where a specific item is sold out — we will contact you before substituting in any gift hamper.
  • Prices are listed in Indian Rupees (₹) and are inclusive of applicable taxes unless stated otherwise. GST will be applied where applicable.
  • We reserve the right to correct pricing or inventory errors before an order is dispatched. If the corrected price is materially different, we will contact you to confirm or cancel the order before dispatch.
  • Product images are illustrative. Natural variations in colour, size, and ripeness are inherent to fresh produce.

5. Orders and Acceptance

When you place an order, you are making an offer to purchase. The order is accepted by us only when we send an order confirmation email or SMS. We may decline or cancel an order at our discretion — for example, if there is a stock issue, suspected fraud, an inability to deliver to your pincode, or a pricing error. In such cases, you will receive a full refund.

6. Payment

We accept UPI, credit and debit cards, net banking, major wallets, and Cash on Delivery (up to ₹3,000). Payments are processed by third-party payment gateways. By submitting payment information, you authorise us and our payment partners to charge the amount due for your order.

7. Shipping and Delivery

We deliver only within South Kolkata. Delivery timelines, distance-based charges, and operating hours are described in our Shipping Policy. We are not responsible for delays caused by events outside our reasonable control (severe weather, civil unrest, traffic disruption, etc.), although we will always work with you to resolve such situations.

8. Returns, Refunds, and the Freshness Promise

Because we sell perishable produce, returns and refunds are handled under our Freshness Promise. In summary: inspect the order at the door; if there is an issue, return the item to the rider for an immediate replacement or refund. If you discover an issue after the rider leaves, WhatsApp a photo to +91 98305 72474 within 4 hours of delivery.

9. Gift Orders

For orders sent as gifts: you (the buyer) are our customer and the only person we can communicate with about price, payment, or refunds. The recipient will receive a sealed package and, where requested, a written note. Recipient contact details may be used by the delivery partner to coordinate delivery.

10. User Conduct

You agree not to use the Site to:

  • Place fraudulent orders or use unauthorised payment instruments;
  • Misrepresent your identity or impersonate any person;
  • Interfere with the security, integrity, or performance of the Site;
  • Use the Site for any unlawful or harmful purpose.

We reserve the right to suspend or terminate accounts that violate these Terms.

11. Intellectual Property

All content on the Site — including the HelloRaw name, logo, product photography, descriptions, illustrations, and copy — is the property of HelloRaw or its licensors and is protected by Indian and international copyright and trademark law. You may not reproduce, republish, or commercially use this content without our prior written consent.

12. Reviews and User Content

You may post reviews, photos, or comments on the Site or on our social channels. By submitting such content, you grant HelloRaw a non-exclusive, royalty-free, worldwide licence to use, display, and adapt that content in our marketing and on our Site. You confirm that the content is your original work and does not infringe any third-party rights.

13. Disclaimers

The Site and our products are provided on an "as is" basis. While we make every effort to grade fruit accurately and describe products faithfully, we do not warrant that the Site will be error-free or uninterrupted. Nutritional and storage information on product pages is for general guidance only and is not medical advice.

14. Limitation of Liability

To the maximum extent permitted by law, HelloRaw's total liability arising out of or in connection with any order or your use of the Site shall not exceed the amount you paid for the order in question. We are not liable for indirect, incidental, special, or consequential losses, including lost profits or loss of goodwill.

15. Indemnity

You agree to indemnify and hold HelloRaw, its directors, employees, and partners harmless from any claim or demand arising out of your breach of these Terms, your misuse of the Site, or your violation of any law or third-party right.

16. Privacy

Your use of the Site is also governed by our Privacy Policy, which describes how we collect and use your personal information.

17. Governing Law and Jurisdiction

These Terms are governed by the laws of India. Any disputes arising out of or relating to these Terms or your use of the Site shall be subject to the exclusive jurisdiction of the courts at Kolkata, West Bengal.

18. Changes to These Terms

We may update these Terms from time to time. The revised Terms will be posted on this page with an updated "Last updated" date. Your continued use of the Site after changes are posted constitutes acceptance of the revised Terms.

19. Contact