Customer privacy · Customer terms · Refunds · Partner privacy · Partner terms · Partner KYC

CraNau Partner App — Terms of Service

Last updated: 27 August 2026

Version: 2026-08-27

Operator: CraNau India Private Limited (brand: CraNau)

Registered office: M.M. Choubey Ward, Behind Chaturvedi Complex, Katni, Madhya Pradesh 483501, India

Support: support@cranau.com · Website: https://cranau.com

1. Introduction and Acceptance

1.1. These Terms of Service ("Terms") govern access to and use of the CraNau Partner mobile application, partner web portals, APIs, and related services (collectively, the "Partner Platform") operated by CraNau India Private Limited ("CraNau", "we", "us", or "our").

1.2. The Partner Platform enables independent businesses and individuals to register, onboard, and operate as partners on the CraNau multi-utility marketplace, including restaurant and food partners, online store partners, home services providers, ride partners, and delivery partners.

1.3. By creating a partner account, completing onboarding, paying applicable fees, or using any feature of the Partner Platform, you ("Partner", "you", or "your") agree to be bound by these Terms, our Privacy Policy, KYC & Verification Consent, and any additional policies, guidelines, or partner agreements referenced herein or presented in the app.

1.4. If you do not agree to these Terms, you must not register for, access, or use the Partner Platform.

1.5. CraNau may update these Terms from time to time. Material changes will be notified through the app, email, or other reasonable means. Continued use after the effective date of updated Terms constitutes acceptance.

2. Eligibility and Account Registration

2.1. You must be at least eighteen (18) years of age and legally capable of entering into a binding contract under applicable Indian law.

2.2. You must provide accurate, complete, and current information during registration and keep your account information updated at all times.

2.3. Each partner account is intended for a single legal entity or individual operator. You may not create multiple accounts to circumvent fees, suspensions, category restrictions, or platform limits without CraNau's prior written approval.

2.4. CraNau reserves the right to verify your identity, business credentials, licences, and bank details before activating or continuing your account. Onboarding is subject to successful completion of Know Your Customer ("KYC") and verification checks as described in our KYC & Verification Consent.

2.5. You are responsible for maintaining the confidentiality of your login credentials and for all activity conducted through your account. Notify CraNau immediately at support@cranau.com if you suspect unauthorized access.

3. Partner Categories and Scope of Services

3.1. The Partner Platform supports the following partner categories. Your account is assigned one primary partner type and, where applicable, one store category or primary trade, as selected during onboarding:

3.1.1. Restaurant and Food Partners

Partners operating restaurants, cloud kitchens, cafés, sweet shops, or other prepared-food businesses. You are responsible for food quality, hygiene, packaging, accurate menu representation, allergen disclosures where required, alcohol service only where licensed, and compliance with the Food Safety and Standards Act, 2006, and applicable FSSAI regulations.

3.1.2. Online Store Partners

Partners operating retail stores through CraNau. Each online store account is limited to one store category selected at onboarding from: grocery, pharmacy, electronics, fashion, or stationery. Grocery accounts may add grocery segments (for example personal care, household, snacks) within app limits. You may not list products outside your approved category without CraNau's written consent and applicable licence updates.

3.1.3. Home Services Partners

Partners offering on-demand or scheduled home services (for example, plumbing, electrical work, cleaning, appliance repair, beauty services, laundry pickup-and-drop, or other skilled trades). Each home services account is limited to one primary trade selected at onboarding. Additional trades require a separate account or prior approval.

Before listing regulated jobs you must confirm a one-time trade declaration covering licences, safety, credentials, workshop or pickup capability as applicable. A false or incomplete declaration may result in delisting, cancelled bookings, and account action.

3.1.4. Ride Partners

Individuals or entities providing passenger transportation services through CraNau, subject to applicable motor vehicle laws, permits, insurance, and local transport regulations. Trip pricing may use in-app auction or quote flows as shown in the app.

3.1.5. Delivery Partners

Independent contractors providing last-mile pickup and delivery for food and shopping orders placed on CraNau. Delivery partners are not employees, agents, or representatives of CraNau. You quote a delivery fee within the bounds shown for each job.

3.2. CraNau acts as a technology marketplace intermediary connecting Partners with end customers. Except where expressly stated in writing, CraNau does not sell, prepare, store, transport, or directly provide the goods or services listed by Partners.

3.3. You represent that you hold all licences, registrations, permits, and authorizations required for your category and jurisdiction, including but not limited to FSSAI (food), GST registration (where applicable), drug licences (pharmacy), trade licences, and vehicle or driver permits (rides and delivery).

4. Onboarding Fee

4.1. For restaurant, online store, home services, and ride partners, CraNau charges a one-time partner onboarding fee of ₹99 exclusive of GST (18% GST added at Razorpay checkout; payable gross is ₹99 + GST) as displayed in the app at the time of registration.

4.2. Delivery partners are not charged this ₹99 onboarding fee. They pay a refundable security deposit instead (Section 7).

4.3. The onboarding fee, where applicable, is non-refundable except where required by applicable law or expressly stated in a written refund policy.

4.4. Payment of the onboarding fee does not guarantee approval of your partner application. CraNau may reject or suspend onboarding if verification fails, information is incomplete, or you do not meet eligibility or compliance requirements.

4.5. CraNau reserves the right to waive, modify, or introduce onboarding fees for specific categories, cities, or campaigns with prior notice in the app.

5. Subscription, gateway costs, and pricing

5.1. No order commission. CraNau does not take a percentage commission on your menu price, product MRP, job fee, ride quote, or delivery quote.

5.2. Monthly partner subscription. After go-live, CraNau charges a recurring monthly subscription fee as configured in the CraNau Admin app and displayed in the Partner Platform (exclusive of GST; 18% GST added at checkout). Subscription payments are processed through Razorpay and auto-renew monthly until you cancel. You may cancel auto-renew at any time in the Partner Platform; you remain eligible to stay live until the end of the then-current paid period. Order, booking, or trip volume does not waive, pause, or reduce the subscription charge. Failed or unpaid renewal may suspend marketplace discovery and go-live entitlement until you resubscribe.

5.3. Razorpay pass-through. For amounts CraNau collects online via Razorpay on your behalf, a 3% payment-gateway pass-through is applied at payout. This is a payment-partner cost, not a CraNau commission. COD and partner-direct cash/UPI collections are not charged this 3%.

5.4. You are solely responsible for determining the prices at which you offer goods or services to customers on CraNau, subject to applicable law, CraNau pricing guidelines, and any MRP or regulatory price requirements.

5.5. Taxes. Platform subscription, registration, and advertising fees are exclusive of GST; 18% GST is added on the taxable fee and billed on CraNau’s platform tax invoice. For restaurant food placed on CraNau (Razorpay prepaid, pickup, and cash on delivery), CraNau acts as e-commerce operator remitter of 5% GST as required. That remittable GST is excluded from your payout, or recovered from later online payouts when the customer paid you in cash. Shopping MRP goods are sold without CraNau adding customer GST.

5.6. CraNau may deduct gateway pass-through, refunds, chargebacks, penalties, adjustments, or other amounts owed to CraNau from your payout balance before settlement.

5.7. CraNau may introduce new fees or modify existing fee structures with reasonable prior notice through the app or email. Your continued use after the effective date constitutes acceptance unless you terminate your account in accordance with these Terms.

6. Payouts and Payments

6.1. Partner earnings, after deduction of applicable gateway pass-through, GST remittance, refunds, and adjustments, are settled through bank transfer, UPI, or other payment methods supported on the Partner Platform.

6.2. Payout processing is facilitated through licensed payment service providers, including Razorpay and partner banks. By using payout features, you agree to the terms and privacy practices of such payment partners to the extent applicable.

6.3. You must provide accurate bank account details (account holder name, account number, IFSC) and/or UPI ID for payout setup. Payouts will be made only to accounts verified as belonging to you or your authorized business entity.

6.4. CraNau may apply payout cycles, minimum settlement thresholds, holds, or reserves for fraud prevention, chargeback risk, regulatory compliance, or dispute resolution.

6.5. CraNau is not liable for delays caused by incorrect bank details, bank holidays, payment partner outages, regulatory holds, or force majeure events.

6.6. You agree to promptly reconcile payout statements and report discrepancies to support@cranau.com within thirty (30) days of the payout date.

7. Refundable Deposit — Delivery Partners

7.1. Delivery partners must pay a refundable security deposit chosen in the app within ₹1,000 to ₹10,000 (or other range displayed during onboarding). This is not a CraNau fee. There is no ₹99 signup fee for delivery partners.

7.2. The deposit is intended to cover potential losses arising from partner misconduct, failed fulfilment, damage to customer or restaurant property, theft, or breach of these Terms, subject to applicable law. Order-value limits may be tied to your deposit as shown in the app.

7.3. Upon account closure and settlement of all outstanding obligations, CraNau will refund the remaining deposit balance, if any, after deducting amounts owed to CraNau or customers, within a reasonable period as communicated in the app.

7.4. CraNau will provide a statement of deposit adjustments upon request where required by law.

8. KYC, Verification, and Compliance

8.1. All Partners must complete identity and business verification as described in the CraNau Partner KYC & Verification Consent. Verification may include:

• Aadhaar OTP-based identity confirmation (through licensed partners only);
• PAN verification;
• GSTIN validation;
• FSSAI licence validation (food partners);
• Drug licence validation — Form 20 and/or Form 21 (pharmacy partners);
• Bank account verification;
• Vehicle, driving licence, and insurance verification (ride and delivery partners); and
• Other checks required by law or CraNau policy.

8.2. You authorize CraNau and its licensed verification partners to perform these checks for onboarding, ongoing compliance, fraud prevention, and payout risk management.

8.3. CraNau may re-verify your credentials periodically or upon material changes to your business, licences, or bank details.

8.4. Failure to complete, pass, or maintain verification may result in suspension, payout holds, or termination of your account.

9. Catalogue, Listings, and Content Standards

9.1. You are solely responsible for all product listings, menu items, service descriptions, images, prices, stock availability, preparation times, service areas, and promotional content you publish on CraNau ("Partner Content").

9.2. Partner Content must be accurate, lawful, non-misleading, and compliant with applicable advertising, consumer protection, and sector-specific regulations.

9.3. You must not list prohibited, counterfeit, expired, unsafe, or restricted items. Prohibited categories are defined in CraNau partner guidelines and may be updated from time to time.

9.4. For pharmacy partners, you must list only medicines and healthcare products you are licensed to sell. Schedule H, H1, X, and other restricted drugs may be sold only in compliance with the Drugs and Cosmetics Act, 1940, and applicable state rules.

9.5. CraNau may remove, hide, or restrict Partner Content that violates these Terms, applicable law, or platform quality standards without prior notice.

9.6. You grant CraNau a non-exclusive, royalty-free licence to use, display, reproduce, and distribute Partner Content on the CraNau marketplace and marketing channels for the purpose of operating the platform.

10. Pharmacy Partners — Prescription Verification

10.1. Pharmacy partners acknowledge that certain medicines require a valid prescription under Indian law.

10.2. You are solely responsible for verifying the authenticity, validity, and completeness of prescriptions before dispensing prescription-only medicines ordered through CraNau.

10.3. CraNau may provide tools to collect prescription images or e-prescriptions from customers, but such tools do not transfer prescription verification responsibility to CraNau.

10.4. You must maintain records of prescriptions as required by the Drugs and Cosmetics Act and applicable state pharmacy rules.

10.5. Dispensing medicines without valid prescription, substituting medicines without authorization, or selling expired or spurious drugs is strictly prohibited and may result in immediate termination and reporting to regulatory authorities.

11. Order Fulfilment and Service Delivery

11.1. Restaurant and store partners must accept, prepare, pack, and hand over orders within stated preparation times and quality standards. Store hours must follow app rules (including same-calendar-day hours and grocery windows shown in the app, currently 7:00 AM–11:00 PM IST where applied).

11.2. Home services partners must arrive within agreed time windows, perform services professionally, and use qualified personnel. Visit charges collected online by CraNau confirm the booking; job fees are collected by you after service unless the app states otherwise.

11.3. Ride partners must provide safe, lawful transportation with valid licences, permits, vehicle fitness, and insurance.

11.4. Delivery partners must pick up and deliver orders promptly, handle goods with care, and follow CraNau delivery protocols. You keep 100% of the delivery fee you quoted (subject to valid deductions).

11.5. Repeated cancellations, delays, no-shows, or poor fulfilment ratings may result in penalties, reduced visibility, suspension, or termination.

11.6. Partners must not solicit customers to transact off-platform to avoid Platform Fees unless permitted by CraNau in writing.

12. Independent Contractor Status — Delivery and Ride Partners

12.1. Delivery partners and ride partners engage with CraNau as independent contractors, not as employees, workers, agents, or partners of CraNau.

12.2. Nothing in these Terms creates an employment relationship, partnership, joint venture, or franchise between you and CraNau.

12.3. You control your own work schedule, subject to availability settings in the app, and are responsible for your own taxes, insurance, equipment, fuel, vehicle maintenance, and statutory contributions.

12.4. You may not represent yourself as an employee or authorized agent of CraNau except as necessary to complete assigned orders on the platform.

12.5. CraNau does not guarantee any minimum earnings, order volume, or work assignments.

13. Gishti — In-App Customer Chat

13.1. CraNau provides Gishti, an in-app messaging feature enabling Partners to communicate with customers regarding active orders, service queries, or support matters. Order-chat payloads may be encrypted in the app before transmission.

13.2. Gishti must be used only for legitimate order-related and customer service communications. Harassment, abusive language, spam, solicitation of off-platform payments, sharing of personal contact details for circumvention, or unlawful content is prohibited.

13.3. Messages sent through Gishti may be stored and reviewed by CraNau for quality assurance, dispute resolution, safety, and legal compliance, including when a customer reports you.

13.4. CraNau is not obligated to mediate all chat disputes but may take action based on chat records and reported violations.

14. Location Tracking and Device Permissions

14.1. Ride partners and delivery partners must enable location permissions on their device while online or actively fulfilling orders on CraNau.

14.2. Location data is collected to assign orders, provide estimated arrival times to customers, ensure safety, prevent fraud, and improve platform operations as described in our Privacy Policy.

14.3. Home services partners may share location during active service visits where enabled in the app.

14.4. Disabling required location permissions while online may prevent you from receiving or completing orders.

14.5. CraNau does not continuously track location when you are offline or not using partner features, except as permitted by your device settings and applicable law.

15. Data Accuracy Obligations

15.1. You warrant that all information you provide to CraNau — including identity documents, business registrations, licences, bank details, catalogue data, pricing, inventory, service areas, and tax information — is true, accurate, complete, and not misleading.

15.2. You must promptly update your account if any information changes, including licence renewals, change of business address, change of bank account, or change of authorized signatory.

15.3. Submitting false, forged, expired, or third-party information without authorization is a material breach of these Terms.

15.4. CraNau may suspend payouts, reject onboarding, or terminate accounts upon discovery of inaccurate or fraudulent information.

15.5. You indemnify CraNau against claims, penalties, or losses arising from your inaccurate or unlawful submissions.

16. Customer Complaints, Refunds, and Chargebacks

16.1. CraNau may facilitate customer refunds, replacements, or credits in accordance with applicable consumer protection law and CraNau policies. Prepaid food and shopping refunds, and home-service visit-charge refunds, may be debited from your payout balance or recovered through other lawful means.

16.2. You agree to cooperate with CraNau in investigating customer complaints, quality issues, missing items, service defects, or safety incidents. You should resolve routine issues with customers on Gishti whenever possible. CraNau may review Gishti transcripts and order records when investigating a report.

16.3. Three (3) admin-confirmed genuine customer reports against your account within any rolling thirty (30) day period may result in account review, restriction, or suspension. Raw or unconfirmed reports do not automatically trigger suspension. Repeated regulatory violations may also trigger account review, suspension, or delisting.

17. Intellectual Property

17.1. CraNau owns all rights in the Partner Platform, including software, trademarks, logos, designs, and documentation. These Terms do not grant you any ownership rights in CraNau intellectual property.

17.2. You may use CraNau branding only as authorized in partner marketing guidelines. Unauthorized use of CraNau trademarks is prohibited.

17.3. You retain ownership of your Partner Content but grant CraNau the licence described in Section 9.6.

18. Suspension and Termination

18.1. CraNau may suspend, restrict, or terminate your account immediately, with or without notice, if:

• you breach these Terms or applicable law;
• verification or KYC checks fail or expire;
• you engage in fraud, misrepresentation, or abusive conduct;
• you receive excessive negative ratings or regulatory complaints;
• your licences or permits are revoked or expired;
• required payments, deposits, or penalties are unpaid; or
• CraNau is required to do so by law, court order, or regulatory authority.

18.2. You may request account closure by contacting support@cranau.com, subject to settlement of outstanding orders, fees, refunds, and deposit adjustments.

18.3. Upon termination, your right to access the Partner Platform ceases. Provisions that by nature should survive — including payment obligations, indemnity, limitation of liability, and dispute resolution — shall survive termination.

18.4. CraNau is not liable to you for loss of anticipated profits, goodwill, or business opportunities arising from suspension or termination permitted under these Terms.

19. Indemnity

19.1. You agree to indemnify, defend, and hold harmless CraNau, its directors, officers, employees, and affiliates from any claims, damages, losses, penalties, costs, or expenses (including reasonable legal fees) arising from:

• your goods, services, or Partner Content;
• your breach of these Terms or applicable law;
• prescription or licence violations (including pharmacy and food safety);
• injury, death, or property damage caused by your operations;
• tax or regulatory non-compliance; or
• disputes with customers or third parties related to your partner activities.

20. Disclaimers

20.1. The Partner Platform is provided on an "as is" and "as available" basis to the maximum extent permitted by law.

20.2. CraNau does not warrant uninterrupted, error-free, or secure operation of the Partner Platform.

20.3. CraNau does not guarantee customer demand, order volume, or commercial success on the platform.

20.4. CraNau is not responsible for the acts or omissions of customers, payment partners, or other third parties.

21. Limitation of Liability

21.1. To the maximum extent permitted by applicable law, CraNau's total aggregate liability to you for any claims arising out of or related to these Terms or the Partner Platform shall not exceed the subscription and onboarding fees paid by you to CraNau in the three (3) months preceding the event giving rise to the claim.

21.2. CraNau shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunity.

21.3. Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for fraud or wilful misconduct.

22. Governing Law and Dispute Resolution

22.1. These Terms are governed by the laws of India.

22.2. Subject to applicable law, courts at Katni, Madhya Pradesh, India, shall have exclusive jurisdiction over disputes arising from these Terms.

22.3. Before initiating legal proceedings, you agree to contact support@cranau.com and attempt good-faith resolution for at least thirty (30) days.

22.4. CraNau may seek injunctive or equitable relief in any competent court to protect its intellectual property or platform integrity.

23. Force Majeure

23.1. CraNau is not liable for failure or delay in performance caused by events beyond its reasonable control, including natural disasters, pandemics, government actions, internet outages, strikes, or failures of third-party infrastructure.

24. General Provisions

24.1. Assignment. You may not assign your rights or obligations under these Terms without CraNau's prior written consent. CraNau may assign these Terms in connection with a merger, acquisition, or sale of assets.

24.2. Severability. If any provision is held invalid or unenforceable, the remaining provisions remain in full force.

24.3. Waiver. Failure to enforce any provision does not constitute a waiver of that provision.

24.4. Entire Agreement. These Terms, together with the Privacy Policy and KYC Consent, constitute the entire agreement between you and CraNau regarding the Partner Platform, superseding prior oral or written understandings on the same subject.

24.5. Language. In case of conflict between translated versions, the English version prevails unless required otherwise by law.

24.6. Time zone. All user-visible dates, times, and calendars in the Partner App use India Standard Time (IST, UTC+05:30).

25. Contact

For questions about these Terms, partner support, or account issues:

CraNau India Private Limited Email: support@cranau.com Registered office: M.M. Choubey Ward, Behind Chaturvedi Complex, Katni, Madhya Pradesh 483501, India Website: https://cranau.com

26. Grievance officer

We will acknowledge complaints within forty-eight (48) hours where required and endeavour to resolve them within fifteen (15) days, or within timelines prescribed by applicable law, whichever is stricter.

By using the CraNau Partner App, you confirm that you have read, understood, and agree to these Terms of Service.