Terms Of Use

TERMS OF USE — NUTRIMATE WELLNESS PVT. LTD.

Document Title: Terms of Use

Effective Date: 1^st December 2025

Entity: Nutrimate Wellness Pvt. Ltd.

Patent Application No.: 202521090008

DPIIT Startup Recognition (2025)

Jurisdiction: Chhatrapati Sambhajinagar (Aurangabad)

Contact: admin@nutrimate.in

1. INTRODUCTION AND LEGAL NATURE

1.1 This Terms of Use (“Agreement”) is a legally binding document between Nutrimate Wellness Pvt. Ltd. (“Company”, “we”, “our”, “us”) and any natural or juridical person who downloads, accesses or uses our applications, web platforms, software services or white-label modules (collectively “Services”).

1.2 By accessing or using any part of the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and the Privacy Policy. If you do not agree, you must discontinue use immediately.

1.3 This Agreement is executed electronically and does not require physical signatures.

2. DEFINITIONS

2.1 “Account” means the registered digital profile created by a User, Gym, Trainer or Corporate Client within the Nutrimate ecosystem.

2.2 “White-Label Partner” means a gym or organization that deploys its own custom-branded application powered by Nutrimate software.

2.3 “User Data” means any personal or sensitive information collected, processed or stored by the Company for service delivery.

2.4 “DPDP Act” means the Digital Personal Data Protection Act, 2023 of India, including rules and notifications thereunder.

2.5 “AI Modules” means Gemini AI and other machine-learning systems used for nutrition, image or health data analysis.

3. ACCEPTANCE OF TERMS

3.1 These Terms constitute a valid and binding contract under the Indian Contract Act, 1872.

3.2 Your continued use of the Services after any update to these Terms shall constitute deemed acceptance of such updates.

3.3 We may amend or replace these Terms periodically to reflect regulatory or technical changes.

4. ELIGIBILITY AND ACCOUNT CREATION

4.1 You must be at least 18 years old and competent to contract under the Indian Contract Act.

4.2 By creating an Account, you warrant that all information provided is true and complete.

4.3 We reserve the right to verify identity through OTP, email confirmation or government-issued KYC documents.

4.4 Corporate and White-Label Partners must provide proof of business registration and authorized signatory details.

5. SERVICES AND FEATURES

5.1 Nutrimate provides AI-enabled nutrition tracking, meal logging via WhatsApp integration, fitness workout modules, corporate wellness dashboards, and senior citizen health monitoring features such as BP and sugar data capture.

5.2 The Company also offers software-as-a-service (SaaS) to Gyms and Corporates under white-label licensing arrangements.

5.3 All features are provided on an “as is” and “as available” basis, subject to improvement and periodic maintenance.

5.4 The Company may discontinue or upgrade any module without prior notice where required for security, compliance, or technical reasons.

6. AI AND MACHINE-LEARNING DISCLAIMER

6.1 Our Services use AI to interpret images and inputs to estimate nutritional values, activity levels, and other health parameters.

6.2 Outputs generated by AI Modules are approximate and for informational purposes only. They are not a substitute for professional medical advice or diagnosis.

6.3 By using these features, you acknowledge that results may vary depending on data accuracy and AI model limitations.

6.4 The Company expressly disclaims liability for decisions taken solely based on AI outputs.

7. SUBSCRIPTION AND PAYMENTS

7.1 Certain modules require subscription fees or license charges.

7.2 All payments shall be made in Indian Rupees (INR) unless specified otherwise.

7.3 Prices are exclusive of taxes and may change without notice subject to market and regulatory conditions.

7.4 All subscription fees paid to Nutrimate Wellness Pvt. Ltd. are strictly non-refundable once the Premium plan or any paid feature is activated on the User’s account.

7.5 No refund will be issued for any of the following reasons:
(a) Change of mind or decision not to use the service;
(b) Failure to use the subscription during the billing period;
(c) Dissatisfaction with features, design, or content;
(d) Purchase made by a family member or third party on your device;
(e) Accidental purchase — Users are responsible for all purchases made through their registered account.

7.6 The only exception to the no-refund policy is where a verified technical failure has completely prevented access to the core paid service for more than 72 continuous hours, as confirmed by Nutrimate’s technical team through server logs and audit records. In such cases, a credit or pro-rata refund for the affected period only may be issued at the Company’s sole discretion.

7.7 To report a technical issue, email admin@nutrimate.in with subject line: ‘Technical Issue —[Your Registered Mobile Number]’ within 7 days of the issue occurring.

7.6 White-Label Partners shall pay license fees per their executed digital agreement; failure to pay may result in suspension of services.

8. USER OBLIGATIONS AND CONDUCT

8.1 You agree to use the Services only for lawful purposes and in accordance with these Terms.

8.2 You shall not engage in any activity that:

(a) Violates applicable laws or third-party rights;

(b) Attempts to reverse-engineer, copy, or modify any portion of the Services;

(c) Introduces malware, unauthorized bots, or harmful code;

(d) Disrupts or interferes with network integrity or service operations.

8.3 White-Label Partners and Trainers must ensure that client data entered in the system is accurate and consent-based.

8.4 Any misuse or unauthorized access will lead to immediate suspension of the account and potential legal action.

9. DATA OWNERSHIP AND INTELLECTUAL PROPERTY

9.1 All trademarks, source code, AI modules, and interfaces of Nutrimate remain the exclusive intellectual property of Nutrimate Wellness Pvt. Ltd.

9.2 The White-Label Partner retains ownership of data generated within its gym ecosystem but grants Nutrimate a limited right to process such data for analytics, AI learning, and compliance purposes.

9.3 You may not use the Company’s intellectual property without written consent.

9.4 Patent Application No. 202521090008 covers core AI-assisted health-tracking methods. Unauthorized use will attract remedies under the Patents Act, 1970.

9.5 Any feedback or suggestions submitted by users become the property of the Company without obligation of compensation.

10. CONFIDENTIALITY

10.1 Both parties (Company and Partner/User) agree to maintain confidentiality of any proprietary or user data shared during engagement.

10.2 Disclosure is permitted only under:

(a) A legal obligation; or

(b) Written consent from the data owner; or

(c) Technical necessity for service provision.

10.3 Employees and contractors of Nutrimate are bound by non-disclosure agreements (NDAs) to prevent unauthorized data leakage.

11. WHITE-LABEL LICENSING AND PARTNER TERMS

11.1 The White-Label solution grants the Partner a non-exclusive, non-transferable, revocable license to use the Nutrimate platform under its own brand, subject to compliance with this Agreement.

11.2 All such licenses are SaaS-based; no source code or database ownership is transferred.

11.3 Partners agree to display “Powered by Nutrimate Wellness Pvt. Ltd.” visibly within the app and communications.

11.4 Nutrimate reserves the right to terminate any license if the Partner violates terms, defaults on payments, or engages in activity damaging the brand.

11.5 Partners must implement the Terms of Use and Privacy Policy with their users in digital format, ensuring DPDP compliance.

12. DATA PROTECTION AND DPDP COMPLIANCE

12.1 Nutrimate fully adheres to the Digital Personal Data Protection Act, 2023 and undertakes reasonable technical and organizational measures to protect personal data.

12.2 The Company is registered as a Data Fiduciary under applicable DPDP Rules.

12.3 All personal and sensitive data is encrypted in rest and transit using Azure Cloud standards and managed through Azure Key Vault.

12.4 Nutrimate does not sell, rent, or trade user data. Data may only be shared with registered processors (Microsoft Azure, Google LLC / Gemini AI, Meta Platforms / WhatsApp Business API, Twilio Inc., MSG91, Infobip, Mixpanel Inc., Zoho Corporation, Apple Inc. APNs, Google LLC FCM) strictly for service enablement.

12.5 Users may withdraw consent or request deletion via email to admin@nutrimate.in, which will be processed as per DPDP timelines.

12.6 Nutrimate conducts annual third-party data protection audits and follows Microsoft Azure’s SOC 2 and ISO 27001 frameworks.

12.7 Compliance Certification Clause:

“Nutrimate Wellness Pvt. Ltd. certifies adherence to the Digital Personal Data Protection Act, 2023 and Rule 2023 Implementation Guidelines. Regular compliance checks and breach-response protocols are maintained through designated officers.”

13. REPRESENTATIONS AND WARRANTIES

13.1 The Company warrants that its services are developed and maintained with reasonable skill, care, and industry standards.

13.2 The User represents that all information shared is true and not fraudulent.

13.3 The Company does not guarantee uninterrupted or error-free operation due to potential third-party service dependencies.

13.4 Except as expressly provided, all warranties (implied or statutory) are disclaimed to the maximum extent permitted by law.

14. LIMITATION OF LIABILITY

14.1 Nutrimate, its directors, employees, and affiliates shall not be liable for any direct, indirect, incidental, or consequential loss arising from:

(a) Use or inability to use the Services;

(b) Data loss or unauthorized access beyond the Company’s reasonable control;

(c) AI prediction errors or inaccuracies;

(d) Partner misconfiguration or misuse of systems.

14.2 Total liability of the Company, in any case, shall not exceed the subscription amount paid by the User in the preceding three months.

15. INDEMNIFICATION

15.1 You agree to indemnify, defend and hold harmless Nutrimate, its officers, and employees from any claims, losses, damages, or expenses arising out of:

(a) Breach of this Agreement;

(b) Violation of applicable law;

(c) Misuse of data or intellectual property.

15.2 This obligation shall survive termination of this Agreement.

16. TERMINATION AND SUSPENSION OF SERVICES

16.1 The Company may suspend or terminate any account or license, with or without notice, under the following conditions:

(a) Violation of the Terms of Use or applicable law;

(b) Non-payment of subscription or license fees by the Partner;

(c) Engagement in fraudulent or unethical activities;

(d) Security breaches, misuse of API, or unauthorized data access.

16.2 Users may request voluntary deactivation of their accounts through written notice to admin@nutrimate.in.

16.3 Upon termination:

(a) Access to the Services shall immediately cease;

(b) All outstanding dues must be settled within seven (7) business days;

(c) User or Partner data shall be retained for a maximum of ninety (90) days unless deletion is requested or legally mandated.

16.4 Nutrimate reserves the right to archive anonymized data for research, analytics, or compliance purposes.

17. THIRD-PARTY SERVICES AND INTEGRATIONS

17.1 Nutrimate may integrate with third-party tools such as Azure Cloud, Gemini AI, Twilio, MSG91, WhatsApp API, and Google Fit.

17.1A Mixpanel Analytics — Specific Disclosure

a) The Services use Mixpanel Inc. for anonymous product analytics. By using the Services you acknowledge that anonymous usage data — including device identifiers, session data, and feature interaction events — is collected and transmitted to Mixpanel Inc. as described in Privacy Policy Section 10.2.6.

b) Mixpanel does NOT receive your name, mobile number, health data, meal logs, health score, or any Sensitive Personal Data. Only anonymous, non-identifiable usage events are transmitted.

c) This processing is carried out under the legitimate interest basis under Section 7(2)(d) of the DPDP Act 2023 for the purpose of improving application performance and user experience.

d) Users who wish to object to this processing may do so by writing to admin@nutrimate.in with subject line ‘Analytics Objection’, or by visiting https://mixpanel.com/optout directly. Objecting to analytics does not restrict access to any feature of the Services.

17.2 These integrations are provided “as is.” Nutrimate assumes no responsibility for third-party performance, data handling, or content.

17.3 Users agree to comply with third-party terms of service where applicable.

17.4 Any disputes arising out of such integrations shall be governed by the respective third-party provider’s terms, and Nutrimate shall not be a party to such disputes.

18. DISCLAIMERS AND LIMITATION ON WARRANTIES

18.1 Nutrimate provides its platform and services on an “as available” basis without warranties of merchantability or fitness for a specific purpose.

18.2 The Company disclaims liability for:

(a) Data transmission delays or network outages;

(b) Errors in AI predictions or recommendations;

(c) Discrepancies caused by inaccurate user inputs;

(d) Actions of third-party partners or trainers.

18.3 The Company does not warrant uninterrupted access, nor guarantee compatibility with all devices or operating systems.

18.4 No oral or written information given by Nutrimate shall create a warranty unless expressly included in these Terms.

19. GOVERNING LAW AND DISPUTE RESOLUTION

19.1 This Agreement shall be governed by and construed in accordance with the laws of India.

19.2 Any dispute arising out of or relating to this Agreement shall be subject to the exclusive jurisdiction of competent courts located in Chhatrapati Sambhajinagar (Aurangabad), Maharashtra, India.

19.3 The Parties agree to first attempt mediation or arbitration before pursuing litigation, following the Arbitration and Conciliation Act, 1996 (as amended).

19.4 The arbitration shall be conducted in English language, and the seat shall be Aurangabad.

19.5 Each party shall bear its own costs unless otherwise decided by the arbitrator.

20. FORCE MAJEURE

20.1 Nutrimate shall not be held liable for delay or failure in performance resulting from events beyond its reasonable control, including but not limited to:

(a) Natural disasters, fires, floods, or pandemics;

(b) War, terrorism, or geopolitical instability;

(c) Power outages, server downtime, or network failure;

(d) Regulatory or governmental restrictions.

20.2 In case of a force majeure event, Nutrimate shall resume performance as soon as feasible and notify affected users or partners through official communication channels.

21. ENTIRE AGREEMENT AND SEVERABILITY

21.1 This Agreement constitutes the entire contract between the parties regarding the subject matter herein and supersedes all prior communications or agreements.

21.2 If any clause or provision is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

21.3 No waiver of any term shall be construed as a continuing waiver unless expressed in writing by the Company.

22. ASSIGNMENT

22.1 Users and Partners shall not assign or transfer their rights or obligations under this Agreement without prior written consent from Nutrimate.

22.2 The Company may assign its rights or obligations to any affiliate, successor entity, or acquirer as part of restructuring or merger without prior notice.

23. MODIFICATIONS AND UPDATES

23.1 Nutrimate reserves the right to modify these Terms at any time for compliance, security, or operational reasons.

23.2 Any changes shall be effective immediately upon being posted on the official website at https://www.nutrimate.in/terms.

23.3 Users are encouraged to review the Terms periodically; continued usage shall constitute acceptance of the revised Terms.

24. NOTICES AND COMMUNICATION

24.1 All communications to the Company must be directed to admin@nutrimate.in or through the official contact form available on the Nutrimate website.

24.2 Notices sent via email shall be deemed delivered once successfully transmitted to the registered address.

24.3 The Company may contact users via in-app messages, WhatsApp, or email for operational, legal, or promotional purposes, subject to user consent.

25. COMPLIANCE WITH LAWS AND REGULATIONS

25.1 The Company and all users shall comply with applicable Indian laws including but not limited to the Information Technology Act 2000 (as amended in 2021), the Digital Personal Data Protection Act 2023 (“DPDP Act”), and rules framed thereunder.

25.2 Where any conflict arises between this Agreement and statutory requirements, the law shall prevail to the extent of inconsistency.

25.3 Nutrimate shall co-operate with law-enforcement agencies and regulators when legally obliged to share information subject to data-protection principles.

25.4 The Company maintains records of user consent and audit trails in accordance with DPDP Rules 2023 for compliance certification purposes.

26. REGISTRATION AS DATA FIDUCIARY & DPDP CERTIFICATION

26.1 Pursuant to Rule 2023 under the Digital Personal Data Protection Act 2023, Nutrimate functions as a registered Data Fiduciary and designates a Data Protection Officer (DPO) responsible for compliance oversight.

26.2 All data processing is conducted on Microsoft Azure Cloud using region-specific servers located in India with fail-safe redundancy.

26.3 The Company conducts periodic vulnerability assessments and penetration tests through certified security professionals.

26.4 DPDP Compliance Statement – Nutrimate Wellness Pvt. Ltd. certifies ongoing compliance with the Digital Personal Data Protection Act 2023, Rules 2023 and applicable guidelines of the Data Protection Board of India for secure processing of personal and sensitive data.

27. DATA PORTABILITY AND DELETION

27.1 Users and Partners may request export of their data in a structured, machine-readable format at any time.

27.2 Upon account deletion, personal data shall be purged within thirty (30) days, subject to statutory retention requirements.

27.3 Aggregated or anonymized data may be retained for research and statistical purposes without identifiers.

28. CROSS-BORDER DATA TRANSFER POLICY

28.1 Where cross-border data transfers are necessary (for example to Gemini AI or Google APIs), Nutrimate shall ensure that adequate protection standards equal to the DPDP Act and GDPR are implemented.

28.2 Transfers shall occur only to jurisdictions approved by the Government of India or protected by contractual clauses that guarantee data subject rights.

28.3 The Company shall maintain records of cross-border transfers and furnish them to regulators upon lawful request.

29. SECURITY MEASURES AND AUDIT

29.1 Nutrimate implements multi-layer security controls including encryption (AES-256), SSL/TLS, firewalls, and two-factor authentication for administrative accounts.

29.2 All servers are monitored 24×7 through Azure Security Center and Microsoft Defender policies.

29.3 Annual security audits and SOC 2 Type II certifications are mandatory for the Company’s vendors and partners.

29.4 Any identified breach shall be reported to the Data Protection Board of India and affected users within seventy-two (72) hours of discovery.

30. ADVERTISING AND COMMUNICATION POLICY

30.1 The Company may display promotional content or third-party offers to users subject to opt-in consent.

30.2 Users may opt out of marketing communications through account settings or unsubscribe links.

30.3 Unsolicited communications by partners or trainers without consent are strictly prohibited and may result in account termination.

31. INTELLECTUAL PROPERTY INFRINGEMENT CLAIMS ( DMCA & INDIAN LAW )

31.1 Nutrimate respects intellectual property rights and will act upon valid claims of infringement under the Copyright Act 1957 and related laws.

31.2 To report infringement, the claimant must send a signed notice to admin@nutrimate.in with proof of ownership and infringing material details.

31.3 On verification, the Company may remove or disable access to the infringing content and notify the concerned user.

32. INSURANCE AND HEALTHCARE PARTNER INTEGRATIONS

32.1 When integrated with authorized insurance providers or health diagnostic labs, the Company acts solely as a data processor facilitating user-consented data exchange.

32.2 Such data is encrypted and shared only for wellness tracking or risk assessment as approved by the user.

32.3 The Company does not guarantee insurance eligibility or claim acceptance based on data analytics outputs.

33. AI AND AUTOMATED DECISION-MAKING GOVERNANCE

33.1 All AI systems used by Nutrimate operate under human-in-the-loop supervision to ensure ethical decisions and bias mitigation.

33.2 Users may request manual review of any AI-generated recommendation that materially affects them.

33.3 Periodic algorithmic fairness assessments are conducted in accordance with global AI ethics frameworks.

34. SENIOR CITIZEN CARE AND REMOTE MONITORING DISCLAIMER

34.1 Nutrimate’s senior care features are wellness monitoring tools and do not constitute medical diagnosis or treatment.

34.2 Data such as blood pressure or sugar readings are collected from integrated devices for observation only.

34.3 The Company is not liable for any medical decision taken without professional consultation based on these readings.

34.4 Users acknowledge that they must seek immediate medical attention in case of health emergencies.

35. PAYMENT TERMS AND BILLING CYCLE

35.1 Subscription and SaaS usage fees shall be paid as per the mutually agreed pricing plan.

35.2 All payments are processed securely through trusted payment partners including Google Play, and Apple App Store (for in-app subscriptions), in compliance with applicable payment and RBI guidelines.

The descriptor on your bank or credit card statement may appear as ‘NUTRIMATE’, ‘NUTRIMATE WELLNESS’, ‘GOOGLE*NUTRIMATE’, or ‘APPLE.COM/BILL’, depending on the platform used.

35.3 All prices are in Indian Rupees (INR) and are inclusive of
applicable GST at the rate prescribed by law.

35.4 Invoices will be auto-generated and delivered to your registered email address on the date of each billing cycle.

35.5 Subscription plans auto-renew at the end of each billing period (monthly or annual as selected). You will be charged automatically unless you cancel before the renewal date.

35.6 To cancel auto-renewal:
Android — Go to Google Play → Subscriptions → Nutrimate → Cancel
iOS — Go to Settings → Apple ID → Subscriptions → Nutrimate → Cancel
Cancellation stops future charges but does not refund the current billing period.

35.7 ALL SUBSCRIPTION FEES ARE NON-REFUNDABLE.
Once a subscription is activated, no refund will be issued for any reason including but not limited to change of mind, non-usage, or dissatisfaction with any feature. The only exception is a verified technical failure as described in Section 7.6 of these Terms of Use.
Full details are available at: nutrimate.in/refund-policy/

35.8 Late payments by White-Label Partners exceeding fifteen (15) days from the due date shall attract an interest of 1.5% per month.

35.9 Nutrimate reserves the right to suspend or terminate services in case of non-payment beyond thirty (30) days.

35.10 Late payments exceeding fifteen (15) days from due date shall attract an interest of 1.5% per month.

35.11 Nutrimate reserves the right to suspend or terminate services in case of non-payment beyond thirty (30) days.

35.12 Refunds are not permitted post activation unless the service is proven defective and verified by the Company’s audit team.

36. WHITE-LABEL AND PARTNER OBLIGATIONS

36.1 Partners (Gyms, Fitness Clubs, or Wellness Centers) must ensure their customers accept the digital Terms of Use and Privacy Policy during app registration.

36.2 Partners shall not resell, sublicense, or replicate Nutrimate’s intellectual property without authorization.

36.3 Nutrimate retains the right to audit partner compliance and data security practices at any time.

36.4 In the event of discontinuation or breach, the Partner’s app shall be withdrawn from Play Store and App Store within seven (7) business days.

36.5 The Partner agrees that all digital licenses are revocable and limited to operational use only.

37. CUSTOMER SUPPORT AND DISPUTE HANDLING

37.1 The Company maintains a multi-tier customer support system accessible via email, in-app chat, and official website.

37.2 Issues related to payment, account access, or data privacy shall be acknowledged within forty-eight (48) hours.

37.3 Escalations, if unresolved within seven (7) business days, may be directed to the Company’s Legal and Compliance Department.

37.4 Nutrimate will maintain digital logs of all communications for audit and regulatory review.

38. TRAINER AND NUTRITIONIST CONDUCT POLICY

38.1 Trainers and Nutritionists using Nutrimate’s platform must ensure accuracy, safety, and ethical delivery of fitness and nutrition advice.

38.2 The Company disclaims any liability for incorrect guidance or injury resulting from misuse of information.

38.3 All professionals must obtain necessary certifications and comply with the Food Safety and Standards Authority of India (FSSAI) and other relevant bodies where applicable.

38.4 Violation of professional conduct or falsified information may result in permanent suspension from the platform.

39. HEALTH DISCLAIMER

39.1 Nutrimate Wellness Pvt. Ltd. does not provide medical diagnosis or treatment.

39.2 The platform is designed for fitness, nutrition, and lifestyle guidance only.

39.3 Users are advised to consult certified medical practitioners before making health or dietary decisions based on the platform’s insights.

39.4 The Company shall not be liable for injury, illness, or loss arising from reliance on recommendations.

40. GOVERNMENT RECOGNITION AND INTELLECTUAL PROPERTY PROTECTION

40.1 Nutrimate Wellness Pvt. Ltd. is recognized under DPIIT Startup India Initiative (2025).

40.2 Patent Application Number 202521090008 protects core innovations relating to AI-based food recognition, nutritional tracking, and caregiver data integration.

40.3 All proprietary data models, algorithms, and user interfaces are protected under the Indian Copyright Act, 1957.

40.4 Any infringement will invite civil and criminal action under the Information Technology Act, 2000 and relevant IP laws.

41. DIGITAL ACCEPTANCE AND RECORDKEEPING

41.1 Users and Partners acknowledge acceptance of these Terms through digital signature, click-wrap, or continued usage.

41.2 All logs of acceptance, activity, and transactions are timestamped and maintained as valid electronic records under the Information Technology Act, 2000 (Section 65B).

41.3 The Terms of Use available on https://www.nutrimate.in/terms shall be considered the master reference copy for all legal purposes.

42. CONTACT INFORMATION

For questions, complaints, or compliance notices, contact:

Nutrimate Wellness Pvt. Ltd.

CIN: U62099PN2025PTC246976

Registered Office: Subhadra Nagar R926, 1 MG Udyan, Kopargaon, Maharashtra – 423601

📧 Email: admin@nutrimate.in

🌐 Website: www.nutrimate.in

43. FINAL DECLARATION

By continuing to use Nutrimate’s platform and related applications, you confirm that:

(a) You have read and understood these Terms in full;

(b) You consent to the collection and lawful processing of your data under the DPDP Act;

(c) You acknowledge Nutrimate’s exclusive intellectual property rights;

(d) You agree that this Agreement is legally binding and enforceable as per Indian law.

44. EXECUTION AND EFFECTIVE DATE

These Terms of Use shall be effective upon publication and binding upon all Users, Partners, and Affiliates.

Effective Date: 3rd November 2025

Authorized Signatory:

For and on behalf of Nutrimate Wellness Pvt. Ltd.

(Digitally signed)

Section X – Misuse and Abuse of Grievance Mechanism

1. Purpose

This clause aims to safeguard Nutrimate Wellness Pvt. Ltd., its officers, employees, and designated Grievance Officer from the operational burden and reputational harm caused by repetitive, fraudulent, or malicious submissions made through the grievance or customer-support channels.

2. Right to Filter and Reject Malicious Complaints

Nutrimate Wellness Pvt. Ltd. reserves the absolute right to review, verify, and reject any grievance that:

1. Is repetitive in nature or duplicates a previously resolved complaint.
2. Is frivolous, vexatious, or filed without any genuine concern.
3. Appears to have been submitted by automated systems, bots, or bulk-mail programs.
4. Is filed with malicious intent to harass, defame, or disrupt the Company’s lawful business operations; or
5. Contains language, content, or attachments that are abusive, threatening, defamatory, or otherwise unlawful.

Such grievances may be recorded for audit purposes but will not be processed further, and the sender may be blacklisted from future correspondence.

3. Verification Requirement

To ensure authenticity, Nutrimate may implement one or more verification steps—such as email or mobile OTP confirmation, account authentication, or IP/device validation—prior to registering any grievance.

Failure to complete these steps may result in the complaint being disregarded automatically.

4. Repeat Offenders & Blacklisting

Any person, entity, or automated system repeatedly submitting false or malicious complaints may be:

1. Flagged as a Malicious Reporter;
2. Blocked or restricted from submitting future grievances; and
3. Subject to civil or criminal proceedings under the Information Technology Act, 2000, Digital Personal Data Protection Act, 2023, and relevant sections of the Indian Penal Code pertaining to misuse of digital communication.

5. Separation of Channels

All general user queries, feedback, or product-support issues shall be directed to admin@nutrimate.in.

Only bona fide data-protection or grievance matters under the DPDP Act, 2023 shall be addressed through admin@nutrimate.in.

Nutrimate may decline to respond if a complaint is sent to the incorrect channel.

6. Good-Faith Cooperation

Users are encouraged to act in good faith and provide accurate, verifiable information when raising any grievance.

Nutrimate commits to addressing legitimate concerns promptly and transparently while protecting its systems and personnel from abuse.