Terms Of Use

Last Updated: 25/09/2025

1. ACCEPTANCE OF TERMS

By accessing or using the Crateful platform (including our mobile application and website), you agree to be bound by these Terms and Conditions (“Terms”). If you do not agree to these Terms, please do not use our services.

2. ABOUT CRATEFUL

Crateful operates a delivery platform that serves residents of partnered apartment complexes through pre-configured delivery slots. We coordinate with property managers and grocery vendors to deliver groceries directly to apartment doors within scheduled time windows.

3. ELIGIBILITY AND REGISTRATION

3.1 Building Partnership Requirement

  • Our services are exclusively available to residents of apartment buildings that have partnered with Crateful
  • You must reside in a partnered building to create an account and place orders

3.2 Account Registration

  • You must provide accurate information including name, email, apartment number, and floor
  • Email verification is required before first login
  • You are responsible for maintaining the confidentiality of your account credentials
  • You must notify us immediately of any unauthorized use of your account

3.3 Age Requirement

  • You must be at least 18 years old to use our services
  • By using our services, you represent that you meet this age requirement

4. ORDERING AND DELIVERY

4.1 Delivery Slots

  • Orders must be placed within available delivery slots assigned to your building
  • Delivery slots are pre-configured weekly schedules that cannot be customized
  • We reserve the right to modify slot schedules without reasonable notice

4.2 Order Placement

  • All orders are subject to product availability
  • We sync inventory with partner stores but cannot guarantee stock availability
  • Orders are final once payment authorization is completed
  • We reserve the right to cancel orders at any time

4.3 Delivery Process

  • If you are unreachable during delivery:
    • Our delivery agent will wait 5 minutes
    • We will attempt to contact you through our support system
    • Items may be left at your door with prior approval
  • You are responsible for being available or making arrangements for delivery

4.4 Delivery Areas

  • Delivery is limited to partnered apartment buildings
  • We do not deliver to individual houses, offices, or non-partnered locations

5. PRICING AND PAYMENT

5.1 Order Payments

  • We accept credit/debit cards, and integrated wallet payments
  • Payment authorization occurs at order confirmation
  • Final charges are processed only after stock validation
  • Prices are set by partner grocery vendors and may change without notice

5.2 Refunds

  • Refunds are automatically processed for out-of-stock items
  • You will be charged only for items actually delivered
  • Refund processing typically takes 3-7 business days

6. CANCELLATIONS AND MODIFICATIONS

6.1 Order Changes

  • Orders cannot be modified after the slot cut-off time
  • Cancellations may be possible before the cut-off time but are subject to our policies
  • We reserve the right to cancel orders due to inventory issues or operational constraints

6.2 Service Interruptions

  • We may temporarily suspend services due to weather, operational issues, or other circumstances beyond our control
  • We will provide reasonable notice when possible

7. USER RESPONSIBILITIES

7.1 Accurate Information

  • You must provide accurate delivery information and apartment details
  • Update your profile information promptly when changes occur
  • Ensure someone is available to receive deliveries during scheduled slots

7.2 Prohibited Uses

  • You may not use our services for commercial resale
  • You may not share your account with unauthorized individuals
  • You may not interfere with our platform’s operation or security

7.3 Building Access

  • You are responsible for ensuring delivery agents have appropriate building access
  • Coordinate with building management regarding delivery protocols

8. PRODUCT INFORMATION AND LIABILITY

8.1 Product Descriptions

  • Product information is provided by our partner grocery vendors
  • We do not process or verify additional health data beyond what vendors provide
  • Product images and descriptions may vary from actual items

8.2 Quality and Safety

  • We are not responsible for product quality, safety, or freshness beyond delivery
  • Report any quality issues immediately upon delivery
  • We do not provide medical advice regarding food products

8.3 Allergies and Dietary Restrictions

  • You are responsible for reviewing product ingredients and allergen information
  • We cannot guarantee products are free from allergens or meet specific dietary requirements

9. INTELLECTUAL PROPERTY

9.1 Our Content

  • All content on our platform, including software, text, images, and logos, is our property or licensed to us
  • You may not copy, modify, distribute, or create derivative works from our content

9.2 User Content

  • You retain ownership of content you submit to our platform
  • By submitting content, you grant us a license to use it for platform operations

10. PRIVACY AND DATA

10.1 Data Collection

  • We collect information necessary to provide our services
  • Our Privacy Policy details how we collect, use, and protect your information
  • We may share data with analytics partners, logistics providers, and support services

10.2 Third-Party Integrations

  • We integrate with third-party services including payment processors, POS systems, and communication platforms
  • These integrations are governed by their respective privacy policies

10.3 Customer Support Permissions (Camera & Microphone)

  • Purpose-Limited Access. If you choose to file a delivery complaint through the app, Crateful may request access to your device’s camera and/or microphone solely to help document and resolve the issue.
  • Camera Access. Allow camera access to take photos or record short videos of delivered items when filing a delivery complaint. Images/videos are uploaded to our secure server and used only to review and resolve the complaint.
  • Microphone Access. Allow microphone access to capture audio while recording a complaint video. Audio is uploaded only if you record a video and is used only to help verify the complaint.
  • Consent & Control. Permissions are requested via your device’s operating system prompts (e.g., iOS/Android). You can decline or later revoke access at any time in your device settings. Certain complaint features may not function without the requested permission.
  • No Background Recording. Crateful does not access your camera or microphone in the background. Media capture occurs only while you are actively using the in-app complaint capture feature
  • Data Handling & Retention. Media collected for support is linked to the relevant order/support ticket, stored securely, and retained only as long as reasonably necessary to investigate and resolve the issue, comply with legal obligations, or enforce these Terms, after which it is deleted per our retention policy. We do not use this media for advertising or unrelated purposes. We may share it with service providers who support our operations or as required by law.
  • Privacy Policy. Additional details on collection, use, storage, and deletion are described in our Privacy Policy.

11. LIMITATION OF LIABILITY

11.1 Service Limitations

  • Our services are provided “as is” without warranties of any kind
  • We do not guarantee uninterrupted service or error-free operation
  • We are not liable for delays, cancellations, or service interruptions

11.2 Damages

  • Our liability is limited to the amount you paid for the specific order in question
  • We are not liable for indirect, incidental, or consequential damages
  • Some jurisdictions may not allow these limitations

12. INDEMNIFICATION

You agree to indemnify and hold harmless Crateful, its affiliates, and employees from any claims, damages, or expenses arising from your use of our services or violation of these Terms.

13. DISPUTE RESOLUTION

13.1 Governing Law

  • These Terms are governed by the laws of the State of Delaware
  • Any disputes will be resolved in Delaware courts

13.2 Dispute Process

  • We encourage resolving disputes through our customer support first
  • If formal legal action is necessary, it will be handled in Delaware jurisdiction

14. MODIFICATIONS TO TERMS

14.1 Updates

  • We may update these Terms periodically
  • Material changes will be communicated through our platform or email
  • Continued use of our services constitutes acceptance of updated Terms

14.2 Notification

  • We will provide at least 30 days notice for significant changes
  • Check our platform regularly for the most current Terms

15. TERMINATION

15.1 Account Termination

  • Either party may terminate your account with reasonable notice
  • We may terminate accounts for violations of these Terms
  • Termination does not affect outstanding obligations

15.2 Effect of Termination

  • Upon termination, your access to our services will cease
  • Outstanding orders and payments will be processed according to our policies

16. GENERAL PROVISIONS

16.1 Entire Agreement

  • These Terms constitute the entire agreement between you and Crateful
  • They supersede any prior agreements or understandings

16.2 Severability

  • If any provision is found unenforceable, the remainder of the Terms will remain in effect

16.3 Assignment

  • We may assign these Terms to affiliates or successors
  • You may not assign your rights without our written consent

16.4 Contact Information

  • For questions about these Terms, contact us through our support system
  • Support is available through our app, website, or customer service

17. FORCE MAJEURE

We are not liable for delays or failures due to circumstances beyond our reasonable control, including but not limited to natural disasters, government actions, or infrastructure failures.

Contact Us: For questions about these Terms and Conditions, please contact our support team through the Crateful app or website.