Terms of Use
Pani Wala is a marketplace: independent local suppliers sell and deliver the water; we connect you with them. By creating an account or using the apps you agree to these Terms and to our Privacy Policy.
1. The service
Pani Wala lets customers order drinking-water cans (20, 10 and 5 litre) from verified local suppliers who serve their pincode, and lets suppliers receive and manage those orders. The supplier who accepts an order is the seller of the water and is responsible for its quality and delivery. Pani Wala is not the manufacturer or seller of the water.
2. Accounts
- You must be at least 18 years old and give true, current details.
- Keep your password secret. You are responsible for activity on your account; tell us at once if you think it has been misused.
- Customers use the Pani Wala app. Suppliers use the Pani Wala Partner app or this website.
- You can delete your account at any time (see the Delete account page).
3. Orders, prices and payment
- You choose the water products (250 ML to 20 litre) and the supplier selling them. One cart holds products of one supplier, and the order goes only to that supplier. The bill (item total, any discount, the supplier's delivery charge and the grand total) is shown at checkout and is the price you pay.
- You can pay cash on delivery to the supplier, or online in the app (UPI, cards, net banking or wallets) through our payment partner Razorpay. An online order is sent to the supplier only after the payment is confirmed; if it is not paid within 30 minutes it is cancelled automatically.
- If the supplier rejects the order or does not accept it in time, the order is cancelled automatically and you pay nothing; an online payment is refunded in full. You can then order from another supplier.
- You can cancel an order until it is out for delivery; an online payment is then refunded in full to the original payment method. Refunds are started straight away and usually reach you within 5–7 working days, depending on your bank. Suppliers and our support team may cancel orders that cannot be fulfilled, with the same refund.
4. Bottles and jars
- 5, 10 and 20 litre jars are refillable: hand over an empty jar of the same size for each one delivered.
- 250 ML, 500 ML, 1, 2 and 3 litre bottles are sealed, single-use bottles; no empty is needed.
- Cans taken on a refundable deposit under our earlier terms are refunded by the supplier when returned.
5. Suppliers
- Suppliers must pass our verification (KYC) before receiving orders and must keep their details, product names, descriptions, photos, prices, discounts, delivery charge, delivery time, stock and service pincode accurate.
- Suppliers must hold every licence and certification required by law for selling packaged drinking water (for example FSSAI licence and BIS certification where applicable) and must supply safe, sealed, hygienic water.
- Suppliers must accept or reject offers promptly, deliver accepted orders, collect only the amounts shown on the order (nothing for orders paid online), and refund any older deposits when cans are returned. Product photos uploaded by suppliers must show their real product.
- Pani Wala charges suppliers a commission on the water value (after discount) of each delivered order, at the rate shown in the supplier's account when the order is assigned. Delivery charges and bottle sales carry no commission. Settlements are prepared weekly (Monday to Sunday): Pani Wala pays the supplier the online payments it collected for the supplier's delivered orders, minus the commission on all of them; when the commission is larger (mostly cash orders), the supplier pays the difference.
- We may suspend a supplier for fake documents, poor quality, repeated complaints or breaking these Terms.
6. Acceptable use
You must not misuse the service: no false orders or reviews, no harassment of suppliers, customers or staff, no attempts to break, overload or reverse-engineer the apps, and no use for anything unlawful.
7. Ratings and content
Ratings and reviews must be honest and about your own delivery. We may remove content that is abusive, false or unlawful.
8. Liability
The service is provided "as is". To the extent permitted by law, Pani Wala is not liable for the quality, safety or delivery of water sold by suppliers, or for indirect or consequential losses. Complaints about a delivery should first go to the supplier; we will help resolve disputes through our support team. Nothing in these Terms limits rights you have under consumer protection law.
9. Suspension and termination
We may suspend or close accounts that break these Terms or put other users at risk. You may stop using the service and delete your account at any time.
10. Changes
We may update these Terms. We will change the date above and tell you in the app about important changes before they apply. Continuing to use the service means you accept the updated Terms.
11. Governing law
These Terms are governed by the laws of India. Courts in New Delhi, Delhi have jurisdiction, subject to your rights under consumer protection law.
12. Contact
Pani Wala · [email protected]