Frosty Food Terms & Conditions

These Terms & Conditions apply to every Frosty Food business account and to every order placed on this website.

Before each order you are asked to confirm that you have read and agree to the current version. We record the version you accepted, the time and your account with the order.

Amounts, cut-off times and hours shown in these terms in bold are the values currently configured by Frosty Food and are the same values used at checkout. The values that apply to your order are the ones in force when you place it.

Ordering requires a Frosty Food business account. Before your first order your account must include a valid 14-digit FSSAI licence number, your store opening and closing hours, and the names and mobile numbers of two receivers (Receiver 1 and Receiver 2). Where Frosty Food requires new accounts to be approved, you can order once your account is approved.

You are responsible for keeping your password and any verification code (OTP) secret and for all activity on your account.

• Frosty Food will never ask you for your password or OTP. Do not share them with anyone.
• Tell us at once through the Contact page if you believe someone else has used your account.

You must give accurate and complete information when ordering, including the contact name, mobile number, email address, full delivery address and a valid 6-digit PIN code.

You are responsible for this information. Frosty Food is not responsible for delays, failed deliveries or extra costs caused by an incorrect or incomplete address, phone number, PIN code or other detail you provide.

Prices, stock, minimum order values, delivery charges, GST and the final amount are calculated by our servers at the moment you place the order. Amounts shown in your cart before that are estimates. If something changed (for example a price or stock level), checkout shows the updated figures before you confirm.

An order is placed only when our system confirms it and shows you an Order ID.

• Orders paid by UPI, bank transfer or cash on delivery are accepted automatically when placed.
• Orders paid online are accepted only after our servers have confirmed the payment directly with the payment provider. A payment screen showing "success" on its own does not confirm an order.
• A confirmed or paid order is not yet delivered: it still goes through packing, dispatch and delivery (or collection).

Your order page always shows the Order ID, the items and quantities, item prices, bulk savings, GST, the delivery charge, any additional charge, the final payable amount, the payment status and the order status.

You choose how to receive each order at checkout. Minimum order values apply to the goods value after bulk pricing and before GST:

• Store pickup: minimum ₹1,000, no delivery charge.
• Same-day delivery (Hyderabad only): minimum ₹1,000.
• Standard / next-day delivery: minimum ₹3,000.
• Delivery outside Hyderabad: minimum ₹0.

If your order is below the minimum for the option you chose, checkout tells you how much more is needed and the order cannot be placed. The minimum is checked again by our servers when you place the order.

An address is in Hyderabad when its PIN code starts with 500, 501 or 502.

• Same-day delivery: order before 7:30 PM IST for delivery the same day. After the cut-off, same-day delivery is not offered for that day. Delivery charge: none collected by Frosty Food (any courier charge is paid on arrival).
• Standard delivery: orders placed before 9:00 PM IST arrive the next day; later orders arrive the day after. Delivery charge: ₹100 on orders below ₹4,000; free from ₹4,000.

Checkout shows the delivery option, its charge, any minimum order and the expected delivery date before you confirm.

Valid 6-digit PIN codes that do not start with a Hyderabad prefix are outside Hyderabad. Delivery outside Hyderabad is currently not offered.

When it is offered:

• Only standard delivery is available (no same-day delivery).
• Minimum order: ₹0 (goods value after bulk pricing, before GST).
• Delivery charge: ₹0, plus an additional charge of ₹0.

When it is not offered, you can still choose store pickup. An order keeps the outside-Hyderabad charges that applied when it was placed, even if they change later.

Pickup hours (IST):

• Monday to Saturday: 10:00 AM – 8:00 PM
• Sunday: 10:00 AM – 5:00 PM

You choose a pickup time today or tomorrow, within these hours and at least 30 minutes from the time you order. Once fewer than 30 minutes of today's pickup hours remain, same-day pickup is no longer offered and the earliest pickup is the next day.

Pickup orders are paid before collection; cash on delivery is not available for pickup. Please bring your Order ID when collecting.

Product prices are shown exclusive of GST unless stated. Bulk (quantity) pricing tiers are applied automatically.

The final payable amount is calculated by our servers as:

• Subtotal (goods at your bulk price)
• + GST at each product's configured GST rate, on the subtotal
• + delivery charge for your delivery option
• + any additional charge that applies (for example delivery outside Hyderabad)
• = Final payable amount

Bulk savings are the difference between the listed price and your bulk price and are already reflected in the subtotal. The same final amount is shown at checkout, in payment, on the order confirmation, on your order page and on your invoice.

The prices on an order are fixed when you place it. Later catalogue price changes do not change orders that have already been placed.

Bulk discounts are worked out and applied by our servers; the amount cannot be set from your browser.

Promotional coupon codes cannot currently be redeemed on the website. If coupon codes are introduced, each will be subject to its own conditions — such as a minimum order value, validity dates, usage limits and product, category or customer restrictions — and will be checked by our servers when the order is placed.

The payment methods offered at checkout are set by Frosty Food and may include online payment through Razorpay, UPI, bank transfer and cash on delivery (not for store pickup).

• Online payments are processed by Razorpay. Frosty Food does not see or store your card or bank login details.
• Our servers verify every online payment directly with Razorpay before treating it as paid.
• If an online payment fails or is not completed, your order stays unpaid and you can retry from your order page. An online-payment order that is still unpaid 30 minutes after it was placed is cancelled automatically and its stock released. A payment that arrives after that is refunded.

You can cancel an order from your order page only:

• within 30 minutes of placing it, and
• while its status is "Order received" or "Accepted" (before packing starts).

Once packing has started, or the cancellation window has ended, the order can no longer be cancelled online. These rules are checked by our servers, not only by the buttons you see. The cancellation window that applies is the one in force when you placed the order.

Frosty Food may also cancel an order, for example if items are unavailable, payment is not completed, or in the cases described under "Fraud and misuse".

Each order shows its current status. Depending on how you receive it, an order moves through statuses such as Order received, Accepted, Packing in progress, Ready for pickup, Dispatched, Order picked up, On the way, Items verified by customer, Delivered and Cancelled.

What you can do with an order depends on its status. For example, cancelling and adding items are possible only before packing starts.

While an order is "Order received" or "Accepted", you can add more items to it from your order page. Once the order reaches "Packing in progress", items can no longer be added.

When you add items:

• The order keeps the same Order ID.
• New products are added, or quantities of products already ordered are increased.
• The subtotal, bulk pricing, GST, delivery charge and final amount are recalculated by our servers. Products already on the order keep the price you were charged, unless the higher quantity reaches a cheaper bulk tier. Adding items never makes the delivery charge higher.
• If you have already paid, you pay only the additional amount, not the whole order again. For online payment, the items are added only after the additional payment is confirmed, which must be completed within 30 minutes. If packing starts before the payment is completed, any payment received is refunded.
• If the order is not yet paid (for example cash on delivery), the items are added at once and the amount due goes up.

We keep a record of every addition: the items, the time, the order total before and after, and any additional amount paid.

After an order is placed you cannot remove items from it or reduce the quantity of items already ordered. You can only add items as described above. If you no longer want an order, you can cancel it while cancellation is allowed.

All products are subject to availability. Stock shown on the website can change at any time; stock is reserved for your order only when the order is placed. Products that Frosty Food has made unavailable cannot be ordered.

If an item becomes unavailable after you order (for example out of stock or damaged), Frosty Food may contact you and may propose a replacement or the removal of that item. Proposed changes are shown on your order page, and nothing changes unless you approve it. Any difference in the amount is refunded or collected as described below.

A refund may be due when, for example:

• a paid order is cancelled while cancellation is allowed,
• items are removed or reduced because they are unavailable,
• a payment is received for items that could not be added, or
• more was paid than the final order amount.

Refunds are shown on your order page as pending or processing until the payment provider or Frosty Food confirms them; they are shown as completed only after that confirmation. Online refunds are returned to the original payment method; how long they take to reach your account depends on your bank or card provider.

A tax invoice is available from your order page. It shows Frosty Food's business details and GSTIN, your business details, the Order ID, order date and time, each item with quantity, rate, HSN code (where recorded for the product), taxable value and GST (CGST and SGST, or IGST), the delivery charge, any additional charge, the final amount and the payment status.

Each order has one consolidated invoice. If you added items, the invoice covers the final order, including the added items. The HSN code on an invoice line is the one recorded for the product when the line was added to your order.

You are responsible for giving a complete, accurate and reachable delivery address and for someone being available to receive the order. If the address is incorrect, incomplete or unreachable, delivery may be delayed, re-attempted or returned.

Frosty Food or the delivery driver may contact you, Receiver 1 or Receiver 2 on the registered mobile numbers about your delivery. Frozen products are handled under temperature control; please check the items when the driver hands them over.

For delivery orders, once your order is on its way you may see its progress on your order page and, where available, the driver's live location, distance and estimated arrival time, with messages such as "Driver is nearby", "Driver is arriving" and "Driver has reached your destination".

• The driver sees your delivery address and contact details only while your order is assigned to them, to complete the delivery.
• The driver's live location is shared only while they are carrying your order, and only with you and Frosty Food staff responsible for the order.

You can view your previous orders in your account. Order history keeps the Order ID, date, items, quantities, the amounts you were charged, the payment status and the order status as recorded for each order.

Where email or mobile verification is used, verification codes and links expire, can be used only once, and are checked by our servers. Never share a verification code with anyone.

Frosty Food uses your information only for legitimate business purposes, including managing your account, processing and delivering orders, processing payments, customer support and order notifications. Your information is not made public. It is shared with service providers (such as payment, maps, email and hosting providers) only as needed to provide the service.

Frosty Food may restrict, suspend or close accounts, and may cancel orders, where there is evidence of fraud, payment abuse, coupon abuse, fake orders, unauthorised use of an account, malicious activity or other abuse of the ordering system.

The website may be temporarily unavailable because of maintenance, technical problems, network failures, payment provider issues or other circumstances beyond our reasonable control. If an action could not be completed, your order page shows its actual state; please check it before trying again.

Frosty Food uses third-party services such as Razorpay (payments), Google Maps (maps, routes and tracking), email services and hosting and database providers. These services have their own terms, privacy policies and availability.

Frosty Food may update these terms. Each version has a version number and an effective date. When a new version is published, you will be asked to accept it before your next order. Orders already placed remain covered by the version accepted when they were placed.

For questions about these terms or an order, please use the Contact page or call the store listed there.