By creating an account, placing an order, or otherwise using the Platform, you agree to be bound by these Terms, our Privacy Policy, Refund & Cancellation Policy and Shipping & Delivery Policy, which are incorporated here by reference. If you do not agree, please do not use the Platform.

1. About our service

KitUm is a technology platform that lets customers in Shillong, Meghalaya order water delivery — including water tankers, jars and bottles — for instant (on-demand) or scheduled (slot-based) delivery. Deliveries are fulfilled by KitUm and/or independent tanker operators and drivers (“Delivery Partners”) listed on the Platform. Delivery Partners operate independently and, for each order they complete, receive the delivery fare less a platform commission of 5% retained by KitUm for use of the Platform and its services. The specific commercial terms applicable to Delivery Partners are set out in the partner app and the agreement they accept when they join. Delivery Partners source and supply the water they deliver and are responsible for meeting the quality, safety and licensing requirements applicable to it.

2. Eligibility

You must be at least 18 years old and capable of entering into a legally binding contract under the Indian Contract Act, 1872 to use the Platform. By using it, you represent that you meet these requirements and that the information you provide is accurate and complete.

3. Your account

• You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.
• You agree to provide accurate, current and complete information and to keep it updated.
• Notify us immediately of any unauthorised use of your account.
• We may suspend or terminate accounts that violate these Terms or that we reasonably believe are involved in fraud, abuse or unlawful activity.

4. Orders

• Placing an order is an offer to purchase. An order is confirmed only when we accept it and (for prepaid orders) payment is successfully received.
• We may refuse or cancel an order — for example, if a product or delivery slot is unavailable, the delivery location is outside our service area, the order appears fraudulent, or there is an error in price or product information. If you have already paid, we will refund you in accordance with our Refund & Cancellation Policy.
• Product images and descriptions are indicative. Water quantities (e.g. tanker litres) are nominal and may vary slightly within normal operational tolerances.

5. Pricing & taxes

• Prices are shown in Indian Rupees (₹) and are inclusive of applicable taxes unless stated otherwise.
• A Platform Fee of 5% of the order value is added to every order. It is shown as a separate line in your bill before you confirm and forms part of the total payable.
• The total payable — including the Platform Fee and any delivery charge — is shown to you before you confirm your order.
• We may change prices and fees at any time, but changes will not affect orders that have already been confirmed.

6. Payments

You can pay UPI, debit/credit cards, net banking and wallets (via Razorpay), and Cash on Delivery. Online payments are processed securely by our payment gateway, Razorpay Software Private Limited (“Razorpay”). By choosing online payment, you agree to Razorpay’s terms. We are not responsible for failures, delays or errors caused by the payment gateway, your bank, or your payment instrument. KitUm does not charge you at booking — you pay on delivery by your chosen method: in cash to the Delivery Partner, or by UPI in the app when your order arrives. Repeated cancellations or missed deliveries may lead to a temporary booking restriction, as described in our Refund & Cancellation Policy.

7. Delivery

Delivery timelines, service areas, slots and charges are described in our Shipping & Delivery Policy. Estimated times are indicative and may be affected by traffic, weather, water availability, demand and other factors beyond our control. You agree to provide accurate delivery details and safe, lawful access for the delivery vehicle, and to be available (or have someone available) to receive the delivery.

8. Cancellations & refunds

Cancellations and refunds are governed by our Refund & Cancellation Policy.

9. Your responsibilities & acceptable use

You agree not to:

• Use the Platform for any unlawful, fraudulent or abusive purpose.
• Provide false information, impersonate others, or place fake or speculative orders.
• Harass, threaten or harm our staff or Delivery Partners.
• Interfere with, disrupt, reverse-engineer or attempt to gain unauthorised access to the Platform or its systems.
• Infringe our or any third party’s intellectual property or other rights.

10. Intellectual property

The Platform and all content on it — including the KitUm name, logo, design, text, graphics and software — are owned by or licensed to Meubalajied Ki Wa O S Sungoh and are protected by applicable intellectual-property laws. You are granted a limited, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose. You may not copy, modify, distribute or create derivative works without our prior written permission.

11. Third-party services

The Platform relies on third-party services (such as the payment gateway, mapping, and messaging providers) and may contain links to third-party sites. We are not responsible for the content, policies or practices of those third parties, and your use of them is at your own risk and subject to their terms.

12. Disclaimers

The Platform and services are provided on an “as is” and “as available” basis. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Platform will be uninterrupted, error-free or secure, or that delivery times will always be met.

13. Limitation of liability

To the maximum extent permitted by law, Meubalajied Ki Wa O S Sungoh shall not be liable for any indirect, incidental, special, consequential or punitive damages, or any loss of profits or data, arising out of or relating to your use of the Platform. Our total aggregate liability for any claim arising out of or relating to an order shall not exceed the amount you paid for that order. Nothing in these Terms limits liability that cannot be excluded under applicable law.

14. Indemnity

You agree to indemnify and hold harmless Meubalajied Ki Wa O S Sungoh, its officers, employees and Delivery Partners from any claims, losses, liabilities and expenses (including reasonable legal fees) arising out of your breach of these Terms or your misuse of the Platform.

15. Suspension & termination

We may suspend or terminate your access to the Platform at any time if you breach these Terms or for operational, legal or security reasons. You may stop using the Platform and request closure of your account at any time. Provisions that by their nature should survive termination will continue to apply.

16. Changes to these Terms

We may update these Terms from time to time. The updated version will be posted here with a revised “Last updated” date. Your continued use of the Platform after changes take effect means you accept the revised Terms.

17. Governing law & jurisdiction

These Terms are governed by and construed in accordance with the laws of India. Subject to any applicable consumer-protection law, the courts at Shillong, Meghalaya shall have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Platform.

18. Grievance redressal & contact

For any questions, complaints or grievances regarding these Terms or the Platform, please contact our Grievance Officer, whose details are published in our Privacy Policy and on our Contact Us page. You can also email us at meghalayawater@gmail.com or call +91 76300 03427. We acknowledge complaints within 48 hours and aim to resolve them within one month.