Terms and Conditions
A. INTRODUCTION
Welcome to Trainscafe.
We are pleased to serve you during your railway journey. Trainscafe is a food delivery service designed to enhance your train travel experience by providing convenient, hygienic, and enjoyable meal solutions. The services are provided and operated by Trainscafe Services, which is committed to maintaining high standards of quality, ethical business practices, and customer satisfaction.
Before placing any order via our website, mobile application, WhatsApp, or customer support helpline, you are advised to read the following Terms and Conditions carefully. By accessing or using any part of our platform and/or placing an order, you agree to be bound by these Terms.
Please Note: Certain services may be subject to additional guidelines or conditions. Where applicable, such guidelines shall form an integral part of your agreement with Trainscafe.
B. DEFINITIONS
Trainscafe refers to Trainscafe Services unless otherwise stated.
Agreement refers to these Terms and Conditions, our Privacy Policy, and any order or payment instructions shared with you.
Website refers to https://trainscafe.in/ or any platform owned/operated by Trainscafe.
Services refer to any offerings by Trainscafe, especially food delivery in trains.
Restaurant / Outlet refers to the food partners registered with Trainscafe to prepare and deliver meals.
Customer / You / User refers to the person placing an order or interacting with the Trainscafe platform.
We / Us / Our / Trainscafe refers to the company operating the service.
Product refers to the food and beverages offered for sale through our platform.
Food Delivery refers to the logistics and delivery of perishable items ordered via Trainscafe.
C. OUR ROLE
Trainscafe operates as a digital facilitator, connecting train passengers with food service providers (restaurants/outlets) for the purpose of delivering meals at designated railway stations.
Our customer support contact number, as listed on the website, is available for assistance with order-related queries, cancellations, feedback, or complaints.
We may reach out to customers through phone calls, SMS, WhatsApp, email, or printed materials for communication, transactional updates, or feedback collection.
Users may freely browse our platform without the need for registration. However, registration and provision of relevant details are mandatory for placing orders.
By accessing or using our platform, you agree to abide by these Terms and Conditions. If you do not agree with any part of these Terms, we advise you not to use the platform or services.
Trainscafe reserves the right to revise these Terms at any time without prior notice. Continued use of the platform constitutes acceptance of any such modifications.
You are solely responsible for ensuring that all individuals accessing our platform through your internet connection are aware of and comply with these Terms.
Please note that responsibility for the preparation, packaging, quality, and timely delivery of food rests solely with the partner restaurant. Trainscafe acts as an aggregator and does not engage in the preparation or physical delivery of food items.
D. Order Booking and Processing
1. All food orders placed through the Trainscafe website, mobile application, or customer support number are considered a direct service agreement between you (the customer) and the restaurant partner responsible for preparing and delivering your meal.
2. While placing an order, customers must ensure that all travel and delivery details are entered accurately. Trainscafe will not be held responsible for any errors made during the booking process. Once the “Book Order” button is clicked, the order is confirmed and cannot be modified.
3. If you choose not to proceed with the order at any stage before final confirmation, simply close the booking window or exit the application.
A. For Cash on Delivery (COD) orders, once confirmed, Trainscafe will begin processing and you will receive an SMS confirming the same.
B. For Online Payment orders, once the payment is successfully processed, an SMS and email will be sent confirming the transaction and order processing.
c. Please review the confirmation details thoroughly and report any discrepancies immediately.
4. If online payment is unsuccessful or unauthorized, the transaction will not proceed and you will be redirected back to the order page. In such cases, Trainscafe will not be liable to provide the service.
5. Once an order is confirmed and payment is processed, it can only be cancelled as per the Cancellation Policy mentioned on our platform.
6. Please be advised that in rare cases, bank or gateway delays in payment processing may occur and might take up to 60 days to reflect in your account.
E. Price and Payments
All item prices displayed on the Trainscafe platform are inclusive of applicable taxes and standard delivery charges. In the event that a restaurant partner imposes an additional fee such as a surcharge for orders below a specified minimum value such charges shall be transparently disclosed in the final bill presented to the customer prior to order confirmation.
Trainscafe maintains accurate and up-to-date pricing information for all listed items. However, due to the dynamic nature of food menus at railway stations and partner outlets, occasional discrepancies in pricing may occur. In such cases, Trainscafe reserves the right to notify the customer of the updated pricing prior to processing the order. Trainscafe shall not be held liable to honor any erroneous pricing and shall not be obligated to offer any compensation arising from such errors.
Payment for orders may be made using any of the following methods, subject to availability at the selected railway station and restaurant:
Credit or Debit Cards
Unified Payments Interface (UPI)
Digital Wallets
Cash on Delivery (COD)
For online payment methods, the transaction must be successfully completed and confirmed before the dispatch of the ordered items. All online payment data is encrypted and securely transmitted using industry-standard protocols. Additional verification procedures may be conducted by your issuing bank or payment gateway to prevent unauthorized or fraudulent transactions. Trainscafe disclaims responsibility for any delay or failure caused by third-party payment providers.
From time to time, Trainscafe may offer limited-period promotional discounts or campaigns. Customers may avail of such offers by entering valid promotional codes during the order placement process. These promotional offers are subject to individual terms and conditions, and may be modified or withdrawn at the sole discretion of Trainscafe without prior notice.
F. Delivery
1. The responsibility for delivering food orders lies solely with the restaurant partner. All deliveries are expected to be completed within the train's halt time, ensuring proper hygiene and safe packaging.
2. Trainscafe facilitates coordination with restaurants to ensure timely delivery. In rare instances of failed delivery, we urge customers to contact us immediately. We will make every effort to deliver the food at the next feasible station. We closely monitor delivery timelines, but proactive communication from customers in such cases is highly appreciated.
3. If the customer is unavailable at the delivery location, is seated at a different coach/berth than mentioned, or fails to update us with revised coach details (especially in cases of RAC/WL confirmation), the delivery will be deemed successfully completed. In such cases, Trainscafe will not be responsible for a refund, and any cost incurred due to failed delivery will be borne by the customer.
4. Our partner restaurants strive to deliver the exact items you’ve ordered at the station selected by you, within the train's scheduled halt duration.
5. Trainscafe and its restaurant partners shall not be held liable for any loss, cost, or damage arising from delayed deliveries, as train operations and halts are subject to change by Indian Railways.
G. Cancellation Policy
1. Customers may cancel their food orders up to 2 hours before the scheduled delivery time between 9:00 AM and 9:00 PM.
A. Example: For a delivery scheduled at 6:00 PM, the order must be cancelled by 4:00 PM on the same day.
B. For early morning deliveries like 9:30 AM, cancellations must be made by 9:00 PM the previous day.
2. For group or bulk orders, cancellations must be made at least 12 hours before the scheduled delivery time, or by 6:00 PM the previous day, whichever is earlier.
3. To safeguard customer privacy and order authenticity, cancellation requests should ideally come from the same mobile number used while booking or through a registered user account. In the absence of either, our team will verify identity through basic checks before processing the cancellation.
4. If any modification is requested, it will be treated as a cancellation of the original order, and a new Order ID will be generated.
5. If the customer is not present at the designated location at the time of delivery, the order will be treated as cancelled post the 2-hour cut-off, and no refund will be provided.
6. Customers will receive an SMS notification for order cancellations. In case you do not receive it, kindly call our support team at +91 8696963496 for confirmation.
H. Refund Policy on Cancellations
For Individual Prepaid Orders:
1. Orders cancelled 24 hours before the scheduled delivery time are eligible for a 100% refund.
2. Orders cancelled between 24 hours and 2 hours before the scheduled delivery time will be refunded after deducting 10% as cancellation charges.
3. No refunds will be issued for cancellations made within 2 hours of the scheduled delivery time.
4. If the customer is unavailable at the time of delivery, it will be treated as a late cancellation and no refund will be provided.
5. For orders placed directly on our website/app, refunds will be processed to the original payment method.
6. For orders placed through authorized agents, refunds must be claimed through the same agent only.
For Prepaid Bulk/Group Orders:
Trainscafe offers special discounts on group orders. As such, we request understanding regarding the effort involved in large-scale coordination.
1. Orders cancelled more than 24 hours in advance will receive a full refund.
2. Orders cancelled between 24 and 12 hours of the scheduled time will receive a refund after a 10% deduction.
3. No refunds will be issued for cancellations made within 12 hours of the scheduled delivery.
4. If customers fail to show up for delivery, no refund will be applicable post the 12-hour cut-off.
5. Refunds for website bookings will be made to the account used during order placement.
6. Refunds for agent-based bookings will be handled through the respective agent only.
I. User License
Trainscafe grants users a temporary, non-exclusive license to download one copy of content from the website for personal, non-commercial use only. This license does not grant ownership.
Under this license, users may not:
1. Modify or reproduce the material.
2. Use the content for commercial or public purposes.
3. Attempt to reverse-engineer any software on the website.
4. Remove copyright or proprietary labels.
5. Mirror or redistribute materials without permission.
This license will be terminated automatically if any of the above conditions are breached and may be revoked by Trainscafe at any time. Upon termination, users must delete any downloaded content, whether digital or printed.
All rights not explicitly granted are reserved by Trainscafe.
J. Linking to Our Website
We do not permit third parties to create links to any page on our website without prior written approval. If you do create a link, you do so at your own risk, and Trainscafe will not be held liable for any resulting loss or claim. All website usage must still adhere to the Terms mentioned herein.
K. External Links from Our Website
Our website may contain links to third-party websites for your convenience. Trainscafe does not monitor or control the content or privacy practices of such external sites. We do not endorse or validate any opinions or materials on those platforms.
Users are advised to:
1. Review privacy policies.
2. Use discretion before sharing personal data on third-party sites.
Trainscafe is not liable for any loss, damage, or breach resulting from interactions with third-party websites.
L. External Links from Our Website
We always try to ensure that this Website is normally available twenty four (24) hours a day; however, we will not be liable if this Website is unavailable at any time or for any period. Access to this Website may be suspended temporarily and without notice.
We understand that unfortunately, the transmission of information via the internet is not completely secure, therefore we will take steps to protect your information, but we cannot guarantee the security of your data transmitted to the Website; any transmission is at your own risk.
M. Visitor Content and Behavior
Except for personal information protected under our Privacy Policy, any content you share or post on Trainscafe will be considered non-confidential and non-proprietary. We and our partners may use, share, copy, or distribute that content for any purpose, commercial or non-commercial.
You must not post, upload, or share any content on this website that:
1. Violates any local, national, or international laws;
2. Is illegal or fraudulent;
3. Is unauthorized advertising or spam;
4. Contains viruses or harmful software.
Misusing the website in any way, including hacking or unauthorized access, is strictly prohibited.
Any comments or feedback you submit must not:
1. Promote illegal activities or invade others' privacy;
2. Violate someone else’s intellectual property rights;
3. Include defamatory, obscene, offensive, or hateful content;
4. Encourage violence or discrimination;
5. Impersonate others or misrepresent your identity or affiliation;
6. Breach any legal duty owed to others; or
7. Give the false impression that it comes from Trainscafe.
These restrictions are not exhaustive. If you violate any of these rules, you will be responsible for any costs or damages we incur.
Trainscafe will cooperate fully with law enforcement or court orders requiring us to disclose information about users violating these rules.
N. Disclaimer
While we strive to keep all information on Trainscafe accurate, we cannot guarantee that everything is complete or up to date. Prices, menus, and other details provided by partner restaurants may change without notice.
We take strong measures to protect your data and prevent online fraud. However, we cannot be held responsible for any unlikely security breaches affecting our servers or those of third parties.
Our services and products are intended for personal, consumer use only. We are not liable for indirect, consequential, or incidental losses such as lost income, profits, or damage to property arising from your use of our site or purchases.
You are responsible for keeping your login details secure. Unless Trainscafe negligently shares your password, we are not responsible for unauthorized activity using your account.
O. Liability
Trainscafe, its affiliates, officers, employees, and agents are not liable for any losses or damages you or third parties may suffer related to your use of this website or our services, including direct, indirect, or consequential losses (such as lost profits, goodwill, or data), even if foreseeable.
We take full responsibility for processing your orders through the website and will assist in resolving issues like payment refunds. However, the actual legal contract for your food order is between you and the restaurant. We do not guarantee the quality or safety of food from restaurants, though your statutory rights remain unaffected.
Nothing in these terms limits our liability for death, personal injury caused by negligence, fraud, or any other liability that cannot be limited by law. Your statutory rights are always protected.
Except for the liabilities mentioned above, our maximum liability to you is limited to either twice the value of your order or ₹5,000 - whichever is lower.
If using any content from this website causes damage to your equipment, you bear the costs for any repairs or servicing needed.
P. Liability Condition
These Website Terms shall be governed by and construed in accordance with the laws of India subject to the provisions of the Arbitration Clause. The courts in New Delhi shall have exclusive jurisdiction in connection with any dispute arising in connection with these Website Terms (including non-contractual disputes) to the conclusion of all other courts. All dealings, correspondence and contacts between us shall be made or conducted in the English language.
Q. Alternate Dispute Resolution
If any dispute or disagreement arises related to these Website Terms (including non-contractual matters), both parties will first try to resolve it amicably through negotiation. If that doesn’t work, the dispute will be referred to arbitration in New Delhi. The arbitrator will be appointed by Trainscafe. This arbitration will be governed by the Arbitration & Conciliation Act, 1996 (and any updates to it).
All arbitration proceedings and transcripts will be conducted in English. The arbitrator’s decision will be final and binding on both parties.
The fees for the arbitrator and other common costs of the arbitration will be shared equally between both parties.
The arbitrator may also decide that the losing party reimburses the winning party for costs and legal fees related to the arbitration. While the dispute is being resolved, both parties will continue to fulfill their obligations under these terms without prejudice to the final arbitration outcome.
R. Additional Terms
We take your privacy and security very seriously. Any personal information collected will be handled according to our Privacy Policy, which you can review anytime on our website.
If any part of these Website Terms is found to be unlawful or unenforceable by a court or authority, that part will be removed, and the rest of the terms will still apply as if that part was never included.
Any delay or failure by either you or Trainscafe to enforce any part of these terms will not be considered a waiver of rights or remedies.
You cannot transfer your rights or obligations under these Website Terms without our written permission. However, we may transfer our rights or obligations without your consent if we enter a joint venture, sell, or merge our business.
Headings in these terms are only for convenience and do not affect how the terms should be interpreted.
S. Force Majeure
Trainscafe is not responsible for any failure or delay in fulfilling our obligations due to events beyond our reasonable control (Force Majeure Events).
Force Majeure Events include, but are not limited to:
1. Strikes, lock-outs, or other industrial actions;
2. Disruptions to telecommunications networks;
3. Riots, invasions, terrorist acts, war (declared or not), or threats of war;
4. Natural disasters like fire, floods, earthquakes, epidemics, etc.;
5. Government acts, laws, regulations, or restrictions.
If a Force Majeure Event occurs, our obligations will be suspended for the duration of the event, and we will get an extension of time to perform. We will make reasonable efforts to resolve the situation or find alternative ways to fulfill our obligations despite the event.
T. Payment Gateway & Processing
All payments made on the Trainscafe website are securely processed through the payment gateway managed and operated by Trainscafe. By using this website, you agree that your payment information may be handled by Trainscafe in accordance with their privacy and security policies.
Trainscafe does not store your payment card details on its servers. All sensitive payment data is transmitted securely to Trainscafe payment gateway for processing.
Trainscafe ensures compliance with applicable laws and industry standards for payment security, including encryption and fraud prevention measures, to protect your financial information.
In case of any payment-related disputes, errors, or issues, users must contact Trainscafe customer support, which will coordinate with Trainscafe to resolve the matter promptly.
By proceeding with payment on this website, you acknowledge and accept that Trainscafe relies on Trainscafe for payment processing, and any liabilities related to payment transactions are subject to Trainscafe terms and conditions.