Terms of service
Overview
These Terms and Conditions govern your use of the Nourya website operated by Simga Fresh Foods Pvt. Ltd. By accessing, browsing, registering on, or purchasing from this website, you agree to these Terms and Conditions and to our other policies listed on the website.
Brand and legal entity
“Nourya” is the customer-facing brand. The website, online store, and related operations are owned and operated by Simga Fresh Foods Pvt. Ltd. References to “we,” “us,” “our,” or “the Company” mean Simga Fresh Foods Pvt. Ltd. unless the context requires otherwise.
Eligibility and use
By using this website, you confirm that you are competent to contract under the laws of India, or that you are using the website under the supervision of a parent or legal guardian. You agree to use the website only for lawful purposes and in a way that does not violate any applicable law or interfere with the rights of other users.
You must ensure that all information you provide to us, including your name, address, phone number, email address, and payment details, is true, accurate, complete, and current.
Website access and account security
If you create an account with us, you are responsible for keeping your login credentials confidential and for all activity carried out through your account. You must notify us immediately if you believe your account has been misused or accessed without authorization.
We may suspend, limit, or terminate access to the website or your account if we reasonably believe that you have violated these Terms, misused the website, attempted fraud, or engaged in activity that is unlawful or harmful to us or others.
Product information
We sell our own food and grocery products, including dairy, ghee, beverages, jaggery, purees, pastes, pulses, grains, and millets, as listed on the website from time to time. Product images, packaging, labels, descriptions, weight, colour, texture, and appearance are provided for information only and may vary slightly from batch to batch.
Certain products, especially fresh dairy items, may be available only in selected pin codes or serviceable areas depending on logistics and storage feasibility. Product availability may change without prior notice based on stock, seasonality, production capacity, or delivery constraints.
Pricing and taxes
All prices are displayed in Indian Rupees unless otherwise stated. Product prices may change at any time without notice, but any confirmed order will generally be processed according to the price shown at checkout unless there is a manifest pricing or technical error.
Applicable taxes, packaging charges, and delivery charges, if any, will be shown at checkout or otherwise disclosed on the website. We will not deliberately hide mandatory charges, and the final payable amount will be visible before payment is completed.
Orders and acceptance
Placing an order on the website is an offer to purchase products from us. An order becomes binding on us only when we accept it, and acceptance may be communicated by order confirmation, invoice generation, dispatch confirmation, or another written communication from our side.
We reserve the right to refuse, limit, cancel, or hold any order where necessary due to inventory shortage, inaccurate pricing, suspected fraud, incomplete payment, address issues, misuse, technical errors, or any other legitimate operational or legal reason.
Payment terms
We currently accept prepaid payments only. Your order will be processed only after payment is successfully received and verified. If a payment fails, remains pending, or is reversed by the bank or payment gateway, the order may be delayed, cancelled, or held until payment is completed.
We may use third-party payment gateways and processors, and your payment may be subject to the terms and security protocols of those service providers.
Delivery and serviceability
We deliver across India for most categories, subject to pin-code serviceability and courier availability. Some products, including certain dairy items, may be restricted to selected pin codes because of freshness, handling, and transit requirements.
Delivery timelines shown on the website are estimates only and may vary due to courier delays, weather, public holidays, festivals, route disruptions, or other circumstances beyond our reasonable control. If the customer is unavailable, unreachable, or provides an incomplete or incorrect address, the parcel may be delayed, returned, or re-dispatched at additional cost.
Packaging and handling
We use product-appropriate packaging to help protect quality during transit, including stronger packaging for liquid or fragile categories such as ghee and dairy products, and pouch packing for suitable dry categories such as jaggery, pulses, grains, and millets. Despite careful packing, natural risks in transit may still exist, and the customer must inspect parcels promptly on delivery.
Any delivery issue such as leakage, visible damage, missing quantity, or wrong item should be reported within the time period specified in our Return, Replacement and Refund Policy, along with photos or videos of the outer package and product condition.
Returns, replacements, and refunds
We do not offer returns for change of mind, dislike of taste, opened products, or products damaged after delivery due to improper storage or handling by the customer. Returns, replacements, or refunds are allowed only for damaged products, leakage, wrong items, missing items, or defective products, subject to the conditions and evidence requirements in our Return, Replacement and Refund Policy.
Approved refunds may be processed either to the original payment method or as store credit, depending on the nature of the claim, payment method, and our internal policy.
Storage and product responsibility
Food products must be stored and handled strictly according to the directions printed on the pack, shown on the website, or communicated by us. We are not responsible for deterioration, spoilage, leakage, or quality loss caused by failure to follow product storage instructions, delayed unpacking, improper refrigeration, exposure to heat, or other customer-side handling errors.
Customers are responsible for reading labels, storage directions, shelf-life information, and usage instructions before consuming or storing any product.
Intellectual property
All content on the website, including text, graphics, product descriptions, designs, photographs, logos, icons, layout, and software, is owned by or licensed to Simga Fresh Foods Pvt. Ltd. and protected under applicable intellectual property laws. You may not copy, reproduce, modify, distribute, publish, or commercially exploit any website content without our prior written permission.
“Nourya” and related brand identifiers, logos, and visual elements remain our property or the property of our licensors, as applicable.
User conduct
You agree not to use the website for unlawful, fraudulent, abusive, or misleading activity. This includes placing fake orders, abusing refund systems, attempting unauthorized access, scraping data, spreading malware, or interfering with website operations.
We may investigate suspicious activity and take appropriate action, including order cancellation, account suspension, refund reversal where legally permitted, and reporting to relevant authorities.
Third-party services
The website may use third-party services such as payment gateways, logistics partners, analytics tools, or communication platforms. We are not responsible for the acts, omissions, delays, or policies of third-party service providers except to the extent required by law.
Website availability
We try to keep the website available and accurate, but we do not guarantee that the website will always be error-free, secure, or uninterrupted. Technical failures, maintenance, internet disruptions, or external service outages may affect availability.
Limitation of liability
To the maximum extent permitted by law, Simga Fresh Foods Pvt. Ltd. shall not be liable for indirect, incidental, special, or consequential losses arising from use of the website, delays in delivery, payment issues, or third-party service failures. Where liability is legally established, our liability will be limited to the value of the relevant order or the specific remedy provided under our policies.
Force majeure
We will not be liable for delays or non-performance caused by events beyond our reasonable control, including natural disasters, floods, strikes, transport interruptions, government restrictions, lockdowns, acts of war, civil unrest, shortages, courier failures, or technical outages.
Grievance reference
If you have a complaint, query, or concern, please refer to the Grievance Redressal Policy and Contact Information section.
Changes to these terms
We may revise these Terms and Conditions from time to time to reflect changes in our business, operations, products, or legal requirements. The updated version will be posted on the website with the revised effective date, and continued use of the website after any update will mean that you accept the revised Terms.
Governing law and jurisdiction
These Terms and Conditions are governed by the laws of India. Any dispute arising out of or relating to the website, products, orders, or these Terms shall be subject to the exclusive jurisdiction of the competent courts at Gurugram, Haryana, unless a different forum is required by applicable law.