Terms & Conditions

These Terms & Conditions (“Terms”) form a binding agreement between you and Hotelic Essentials(“we”, “us” or “our”), and govern your use of this website, our mobile applications and every order you place with us (together, the “Services”).

We supply hospitality, housekeeping and commercial kitchen products across India — to trade buyers such as hotels, restaurants, cafés, cloud kitchens, caterers and institutions, and to individual customers buying for their own use. This website is a catalogue and enquiry platform: it does not display prices, and it has no cart or checkout. Orders are placed through your approved account in our app, through your assigned sales representative, or by confirming a quotation with us directly.

To use the Services and hold an account, you confirm that:

• you are at least 18 years old and legally capable of entering into a binding contract;
• you are buying either in the course of business — for a hotel, restaurant, café, cloud kitchen, caterer, institution or other trade buyer — or as an individual customer for your own personal use;
• where the account is held in the name of a business, you are authorised to place orders and incur liabilities on its behalf; and
• the information you give us is true, current and complete.

By creating an account, placing an order or otherwise using the Services, you accept these Terms. If you do not accept them, please do not use the Services.

An account is opened in the name of your business or, if you are buying for personal use, in your own name. We may verify your details — for business accounts this can include supporting documents such as a GST registration or trade licence — and we may approve, decline, suspend or close an account at our discretion.

• Approval. New accounts are reviewed before they are activated. Until an account is approved, you can browse but not place orders.
• Credentials. You are responsible for keeping your password confidential and for all activity under your account, including orders placed by anyone using your login.
• Staff logins. You may create additional logins for your staff, within the limits we allow. You remain responsible for what those logins do, and for removing access when a staff member leaves. Removing a staff login does not cancel orders they already placed.
• Your staff act as you. Anything done through a staff login on your account is treated as having been done by you. That includes placing, accepting, amending and cancelling orders, agreeing prices and delivery details, and confirming receipt of goods. We identify those actions as your account’s own and are entitled to act on them without checking with you first, whether or not the person had your permission internally.
• Losses caused by your staff. Any loss, damage, cost or liability arising from what a staff login does — including orders placed in error, quantities ordered wrongly, goods accepted or refused, and amounts left unpaid — is yours to bear, and the resulting invoices remain payable by you. If a staff member misuses your account, tell us immediately and remove their login; we will help, but we cannot reverse orders already fulfilled or goods already delivered.
• Accuracy. Keep your account details, delivery addresses, GSTIN (where applicable) and contact numbers up to date. We are not responsible for a delivery that fails because an address or phone number on your account was wrong.
• Suspension. We may suspend or terminate an account for non-payment, misuse of trade pricing, resale in breach of these Terms, abusive behaviour towards our staff or delivery partners, suspected fraud, or breach of these Terms.

Tell us immediately at enquiry@hotelicessentials.com if you suspect unauthorised use of your account.

We try to describe and depict every product accurately, but photographs, dimensions, weights, capacities and colours are indicative. Manufacturing tolerances, batch variation and packaging changes are normal in this trade, and minor variation from the image or listing is not a defect.

• No prices on this website. Prices are quoted to approved account holders in the app, by your sales representative, or in a written quotation. Prices shown to your account are specific to your account — wholesale trade rates for business buyers — confidential to you, and not to be published or shared.
• Price changes. Prices depend on import costs, exchange rates, duties and taxes and may change without notice. The price that applies is the one confirmed on your order or in a valid quotation. A quotation is valid for the period stated on it, or 7 days if no period is stated.
• Taxes. Unless stated otherwise, prices are exclusive of GST and other applicable taxes, which are charged at the rate in force on the date of invoice. To claim input credit, your GSTIN must be on your account before the invoice is raised.
• Availability. Listing a product on this website or in the app is not a guarantee of stock. Availability is confirmed only when we accept your order. Products may be discontinued or substituted by the manufacturer. If an item is out of stock, contact your assigned sales representative — they can update you on when it is next expected and, where possible, arrange to order it in for you.
• Minimum quantities. Some lines are sold only in case, carton or pallet quantities. Pack size is shown on the product and forms part of the order.
• Errors. If a product, price or specification is listed incorrectly due to a clerical, typographical or system error, we may correct it and, if the order is affected, cancel the order and refund you in full. We are not obliged to supply at an incorrect price.

An order you place is an offer to buy. It is not accepted, and no contract is formed, until we confirm acceptance of the order. An automated acknowledgement that we have received your order is not acceptance.

• We may decline an order, or accept it in part, where stock is unavailable, where the order fails our credit or verification checks, where a pricing or listing error has occurred, where the delivery location is outside our service area, or where we reasonably suspect misuse.
• Orders may also be placed on your behalf by your assigned sales representative, on your instruction. Those orders are treated as placed by you and are subject to these Terms.
• Once an order has been accepted and processed for dispatch, its contents and quantities cannot be changed — place a new order instead.
• We may set or vary account limits, order values or credit terms, and we may hold orders that would take you past an agreed limit until the outstanding balance is settled.
• Title in the goods passes to you only when we have received payment in full. Risk in the goods passes on delivery.

Depending on the arrangement on your account, we accept:

• Bank transfer, cheque or advance — arranged with your sales representative and settled with our accounts team against the invoice for your order. Payment is not taken in the app, so no card, UPI or net-banking details are ever entered or held. Your order is treated as paid when our accounts team has confirmed the funds.
• Agreed credit terms — where we have granted your account credit in writing. Invoices must be settled within the agreed period.

If a payment fails, is reversed, or a chargeback is raised, we may hold or cancel the related order and suspend the account until the matter is resolved. Overdue amounts may attract interest at 1.5% per month or the maximum permitted by law, whichever is lower, together with reasonable costs of recovery.

Every accepted order is invoiced. Invoices and payment receipts are available in the app and, on request, by email.

• Where we deliver. We deliver across India through our own fleet and third-party logistics partners. Some remote PIN codes may be unserviceable or subject to a surcharge; we will tell you before dispatch if that applies.
• Timelines. Delivery estimates are estimates only. They depend on stock, destination, transport and factors outside our control. Time is not of the essence unless we have agreed a firm date with you in writing.
• Charges. Delivery charges, where applicable, are shown on your order or quotation before you confirm it.
• Receiving the goods. Someone authorised must be available at the delivery address to receive and sign for the goods during business hours. Please check the number of packages and the condition of the outer packaging before signing.
• Damage or shortage in transit. Note it on the delivery document at the time of delivery and report it to us within 24 hours, with photographs and video. Claims made later are difficult to pursue with the carrier and may not be accepted.
• Failed delivery. If delivery fails because nobody was available, the address was wrong, or the consignment was refused without cause, re-delivery and any storage or return-freight costs may be charged to you.
• Events outside our control. We are not liable for delay or failure caused by events beyond our reasonable control, including transport disruption, strikes, natural events, epidemics, regulatory action, port or customs delays and power or network failure.

Cancellations, returns, replacements and refunds are governed by our Refund & Cancellation Policy, which forms part of these Terms. In summary:

• An order can be cancelled free of charge any time before it is packed for dispatch.
• Damaged, defective, short-supplied or wrongly-supplied goods must be reported within 24 hours of delivery, with photographs, video and the invoice number.
• Approved refunds are processed within 7 business days of the return being received and verified, back to the account the payment came from or, by agreement, as a credit note against your account.
• We do not offer change-of-mind returns on correctly-supplied goods. Consumables with broken seals, made-to-order items, clearance stock and hygiene-sensitive products are not returnable unless faulty.

By holding an account you agree that we may contact you about your account and your orders by push notification, SMS, WhatsApp, email or phone. These transactional messages — order confirmations, dispatch and delivery updates, payment receipts, service notices — are part of the Services and cannot be switched off while your account is active, although you may disable push notifications on your device.

We may also send occasional promotional messages about new arrivals, restocks and offers. You can opt out of these at any time by turning off notifications, using the unsubscribe option in the message, or writing to enquiry@hotelicessentials.com. Opting out of promotional messages does not affect transactional ones.

You are responsible for keeping your registered mobile number and email address current. Notices we send to the contact details on your account are treated as received.

When using the Services, you must not:

• use another person’s account, share your credentials, or misrepresent who you are or who you are buying for;
• scrape, harvest, copy or republish our catalogue, images, descriptions or pricing, or use them to build a competing service;
• disclose the trade prices quoted to your account to any third party, or use a trade account to buy for resale to consumers in a way that misrepresents our pricing;
• attempt to gain unauthorised access to the Services, probe or test their security, or interfere with them through malware, automated requests or denial-of-service activity;
• place fraudulent, speculative or bad-faith orders, or repeatedly refuse accepted deliveries;
• abuse, threaten or harass our staff, representatives or delivery partners; or
• use the Services for any unlawful purpose or in breach of any applicable law.

All content on the website and in the apps — including text, images, layout, logos and the compilation of the catalogue — belongs to us or our licensors and is protected by intellectual property law. You may use it only to buy from us.

We may suspend or terminate access immediately for breach of this section, and may report unlawful activity to the authorities.

The Services and the website are provided on an “as is” and “as available” basis. We do not warrant that the Services will be uninterrupted or error-free, or that the catalogue is free of omissions.

Products are supplied with the benefit of any manufacturer’s warranty that applies. Except for that warranty and any rights that cannot be excluded by law, all other warranties, conditions and terms implied by statute or common law are excluded to the fullest extent permitted.

To the maximum extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of contracts, loss of goodwill, loss of anticipated savings, or loss arising from business interruption, however caused.

Our total aggregate liability in connection with any order — whether in contract, tort (including negligence), breach of statutory duty or otherwise — is limited to the amount you actually paid for the goods giving rise to the claim.

Nothing in these Terms limits liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

You agree to indemnify us against claims, losses and reasonable costs arising from your breach of these Terms, your misuse of the Services, or your use, resale or handling of the goods in breach of applicable law or the manufacturer’s instructions.

Our Privacy Policy explains what personal information we collect, how we use it, who we share it with and how long we keep it. It forms part of these Terms, and by using the Services you agree to it.

In short: we collect only what we need to run your account and deliver your orders; payments are handled by our sales representatives and accounts team rather than in the app, so card and UPI credentials never reach us; push notifications are delivered through Google Firebase; and we never sell your data. You can ask us to delete your account at any time — see Delete your account.

These Terms and any dispute or claim arising out of them, or out of any order placed with us (including non-contractual disputes), are governed by the laws of India.

Before starting formal proceedings, please raise the issue with us at enquiry@hotelicessentials.com so we can try to resolve it. Most disputes are settled far more quickly this way.

Subject to that, the courts at our registered place of business in India have exclusive jurisdiction over any dispute arising out of or in connection with these Terms.

Changes. We may amend these Terms from time to time, for example to reflect changes in our operations, our payment or delivery partners, or the law. The current version is always published on this page with its Effective Date. Material changes will be notified in the app, by email or by a prominent notice on this website. The Terms that apply to an order are the ones in force when the order is accepted.

General. If any provision of these Terms is held invalid or unenforceable, the rest continues in force. Our failure to enforce a right is not a waiver of it. You may not assign your rights under these Terms without our written consent; we may assign ours to a successor of our business. These Terms, together with our Privacy Policy and Refund & Cancellation Policy, are the entire agreement between us on their subject matter.