Terms & Conditions

1.Who Can Use the App

• You must be at least 16 years old to place an order.
• You may browse products and menu items on the App without an account. To place an order, you must verify your mobile number via a one-time password (OTP), which serves as your account sign-in.
• You are responsible for keeping your mobile number and account access secure, and for all activity that occurs through your account.
• You agree to provide accurate contact and delivery information at checkout.

2.Our Outlets

GR Delivery is not a marketplace for third-party sellers. All supermarket and restaurant outlets available on the App are owned and operated directly by GR Plaza. GR Plaza is responsible for the products, menu items, pricing, stock, preparation, and quality of everything sold through the App.

3.Products, Pricing, and Availability

• We try to keep product/menu descriptions, images, prices, and availability accurate and up to date, but errors can occur, and items may sell out after you order.
• Prices displayed at checkout, including any delivery fee, are the prices that apply to your order.
• Coupons and promotional discounts are subject to their own terms (e.g. minimum order value, expiry, usage limits, eligible customers, or eligible items) and may be withdrawn or changed at any time before you complete checkout.
• If an item you ordered is unavailable, we will contact you to offer a substitute, a partial refund for that item, or cancellation of the affected item.

4.Placing an Order

• By placing an order, you are making an offer to purchase the selected items at the displayed price, which we may accept or decline (for example, due to stock issues, delivery-area limits, or suspected fraud).
• At checkout you will choose delivery or takeaway/pickup, provide a delivery address or select a pickup location, and choose a payment method (cash on delivery, card, or online payment).
• You will receive order confirmation and status updates (e.g. preparing, ready, out for delivery/ready for pickup, delivered) in the App.
• Order cancellations are only possible while an order is still in "pending" status; once we have begun preparing your order, it generally cannot be cancelled. Contact support immediately if you need to cancel.

5.Payments

• You agree to pay the total order amount shown at checkout, including applicable delivery fees and less any valid discount applied.
• Online payments are processed by a licensed third-party payment gateway; we do not store your full card details.
• For cash-on-delivery orders, payment is due in full to the delivery person upon delivery.

6.Delivery and Pickup

• Delivery times shown are estimates and may vary due to traffic, weather, order volume, or kitchen/store preparation time.
• You are responsible for providing an accurate delivery address and being reasonably available to receive your order or collect it for pickup within the notified window.
• Risk in the goods passes to you once the order is marked delivered or collected.

7.Returns, Refunds, and Order Issues

Our Returns & Refund Policy governs how we handle missing items, incorrect items, quality issues with food or groceries, and refund timelines. Please refer to that policy at [link] for details. In general:

• Report any issue with your order (missing/wrong/damaged items) within 1 hour of delivery, via in-app support or the relevant support email below (supermarket orders: supermarket@grplaza.com; restaurant orders: salemrr@grplaza.com).
• Perishable groceries and prepared food cannot be "returned" in the traditional sense; issues are resolved through replacement, partial refund, or credit, at our discretion, once reviewed.

8.Reviews

You may leave a rating and review only for products or menu items from an order that has actually been delivered to you. Reviews must be honest, based on your own experience, and must not contain unlawful, defamatory, or abusive content. We may remove reviews that violate this.

9.Acceptable Use

You agree not to:

• Use the App for any unlawful purpose or to place fraudulent orders
• Attempt to interfere with the App's security or normal operation
• Misuse coupons/promotions outside their stated terms
• Impersonate another person or provide false information

We may suspend or terminate accounts that violate these Terms.

10.Intellectual Property

All content on the App — including its design, logos, software, and product/menu images — is owned by GR Plaza or its licensors and may not be copied, reproduced, or used without our prior written consent.

11.Limitation of Liability

To the fullest extent permitted by law, GR Plaza is not liable for indirect, incidental, or consequential damages arising from your use of the App. Our total liability for any claim relating to an order is limited to the amount you paid for that order. Nothing in these Terms limits liability that cannot be limited under applicable Sri Lankan law (for example, in cases of proven negligence causing personal injury).

12.Changes to These Terms

We may update these Terms from time to time. Changes will be posted in the App with a revised "Last updated" date, and continued use of the App after changes take effect means you accept the updated Terms.

13.Governing Law

These Terms are governed by the laws of Sri Lanka, and any disputes will be subject to the exclusive jurisdiction of the courts of Sri Lanka.

14.Contact Us

For questions about these Terms, contact:

GR Plaza

No. 406 Main Street, Trincomalee, Sri Lanka

Supermarket orders: supermarket@grplaza.com

Restaurant orders: salemrr@grplaza.com