Terms & Conditions

These Terms & Conditions govern access to and use of the CustomVendz platform, websites, applications, dashboards, APIs, vending-machine services and related operational facilities.

1. Parties and allocation of responsibility

“CustomVendz” may provide software, machine-management technology, vending hardware, payment integration, support tools or related services. The applicable tenant, merchant, machine owner, site operator or product seller may be a separate business.

• The product seller or operator is ordinarily responsible for product ownership, pricing, lawful sale, stock loading, product quality, expiry, packaging, allergen information, required licences and site-level customer service.
• CustomVendz is responsible only for obligations expressly undertaken by it and for liabilities that cannot legally be excluded.
• The party receiving or settling a payment may differ according to the machine, tenant and payment arrangement.

2. Authorised account use

• Accounts may be used only by the authorised person.
• Credentials and tokens must be kept confidential.
• Users must not bypass permissions, access another tenant’s data or impersonate another person.
• Administrators are responsible for assigning, reviewing and revoking their organisation’s user access.
• Activity performed using valid credentials may be treated as authorised until compromise is reported and reasonably acted on.

3. Service availability

Reasonable efforts are made to maintain service availability, but continuous, uninterrupted or error-free operation is not promised. Service may be affected by:

• internet, telecom, cloud or mobile-data interruption;
• bank, UPI or payment-gateway delay or outage;
• electricity failure, voltage fluctuation or power isolation;
• scheduled or emergency maintenance and software updates;
• stock mismatch, incorrect loading or product jams;
• motor, spiral, elevator, lock or delivery-door failure;
• sensor obstruction, dirt, alignment or calibration issues;
• temperature, light, moisture or electrical interference;
• vandalism, impact, fire, water damage or tampering;
• events outside reasonable operational control.

4. Product selection and delivery

Customers must review the displayed product, price, quantity and available product information before payment. Packaging or appearance may change because of manufacturer updates.

Successful payment does not by itself prove physical delivery, and a machine or sensor record does not by itself conclusively prove or disprove delivery. All reasonably available evidence may be assessed together.

Except for wrong, defective, unsafe, expired or otherwise non-conforming goods, a change of mind after verified delivery does not ordinarily create a refund entitlement.

5. Payment processing

Payment authorisation, settlement, reversal and final credit may be controlled by banks, UPI participants or gateways. A displayed success or pending message is not necessarily final settlement to the merchant.

Users should avoid repeated payments while a transaction remains pending. Duplicate, reversed and failed transactions will be handled under the applicable refund policy and binding payment-system requirements.

6. Failed vending remedy

Where records establish payment and non-delivery, the ordinary remedy may be:

• a re-vend of the verified item;
• a replacement of equivalent value;
• a refund of the verified affected amount;
• another remedy required under applicable law.

Only one compensatory remedy will ordinarily be provided for the same verified loss. A person may not retain a product, replacement or completed re-vend and also claim a duplicate refund unless required by law.

7. Investigation and evidence

A claim may be assessed using payment-provider records, bank or gateway references, machine telemetry, controller events, sales, stock, cabin, door, sensor and motor records, support evidence, service inspection and lawfully available CCTV.

• A screenshot alone does not establish final merchant settlement.
• A payment success message alone does not prove non-delivery.
• A sensor result alone may not conclusively prove delivery.
• Absence of one technical record does not automatically prove either party’s account.
• Altered, fabricated, duplicated or misleading evidence may be rejected and preserved for investigation.

CustomVendz does not admit negligence or liability merely because an issue is reported or one record indicates a possible failure. Liability and remedy depend on the complete verified circumstances and applicable law.

8. Product safety and quality

Expired products, damaged packaging, contamination, manufacturer recalls, allergen concerns and temperature-sensitive product issues should be reported immediately and the product should not be consumed where safety is uncertain.

Product-quality responsibility ordinarily rests with the relevant seller, manufacturer, tenant or machine operator, except where CustomVendz has expressly assumed that responsibility or applicable law provides otherwise.

9. Prohibited conduct

Users must not:

• shake, tilt, strike, climb on or forcibly open a machine;
• block, cover, contaminate or interfere with sensors;
• force a door, lock, spiral, tray, cabin or mechanism;
• alter wiring, power, network or controller equipment;
• perform unauthorised repairs or configuration changes;
• probe security or install malicious software;
• use stolen payment credentials;
• submit fraudulent, duplicate or fabricated claims.

A responsible person or organisation may be liable for reasonable, documented inspection, repair, replacement, investigation and downtime costs caused by deliberate misuse, negligence, tampering or unauthorised modification.

10. Tenant and operator obligations

Tenants, merchants and operators are responsible for duties allocated to them by contract and law, including appropriate stock loading, product quality, expiry checks, cleanliness, electrical supply, network access, safe installation, servicing and site-level legal compliance.

11. Limitation of liability

To the maximum extent permitted by law, CustomVendz will not be liable for indirect, incidental, consequential, exemplary, speculative or remote losses, including loss of profit, opportunity, reputation or business interruption.

For an ordinary verified vending failure, aggregate liability will normally be limited to the affected transaction amount, replacement product or re-vend.

No limitation applies where prohibited by law, including liability that arises from fraud, wilful misconduct or another liability that cannot lawfully be limited.

12. Force majeure and external events

A party will not be treated as in breach for delay or failure caused by an event beyond its reasonable control, including natural disaster, fire, flood, epidemic, war, riot, government action, transport interruption, electricity-grid failure, telecommunications outage, cloud outage, payment-network failure, supply-chain disruption or cyberattack not caused by failure to use reasonable safeguards.

This clause suspends affected performance only for the duration and effect of the event and does not remove obligations or rights that cannot legally be excluded.

13. Indemnity for unlawful misuse

To the extent permitted by law, a user or organisation may be responsible for reasonable losses, claims and costs caused by its unauthorised access, fraudulent conduct, unlawful use, machine damage, breach of these terms or infringement of another person’s rights.

14. Suspension and termination

Access may be suspended or restricted where reasonably necessary for security, suspected fraud, non-payment, policy breach, legal compliance, machine safety or protection of users and tenant data.

15. Intellectual property

Software, branding, interfaces, documentation and related materials remain owned by or licensed to the applicable owner. Access does not transfer intellectual-property ownership.

16. Governing law and disputes

These terms are governed by Indian law. Subject to mandatory consumer, payment, statutory and territorial jurisdiction, contractual disputes will be heard by the competent courts specified in the published company details or applicable contract.

Parties should first attempt good-faith resolution through the published grievance process. Nothing prevents access to a consumer commission, banking or payment grievance mechanism, regulator, court or other forum that cannot legally be excluded.

17. Entire agreement and severability

These terms operate with the applicable order, subscription, tenant agreement, refund policy and privacy policy. If one provision is invalid or unenforceable, the remaining provisions continue to apply to the extent legally possible.