This document is an electronic record in terms of the Information Technology Act, 2000 and rules thereunder. This electronic record is generated by a computer system and does not require any physical or digital signatures.

Effective Date: 28 January, 2026
Last Updated: 28 January, 2026

These Terms of Service ("Terms") govern your access to and use of the website, mobile site, applications, and related services operated by Mirako Pizzerria (collectively, the "Platform"). By using the Platform or placing an order, you agree to these Terms. If you do not agree, do not use the Platform.

1) Definitions
• "Mirako Pizzerria" (or "We/Us/Our") refers to Mirako Eats Private Limited ("Company"), the company operating the Platform and its brand Mirako Pizzerria.
• "You / User" means any person accessing or using the Platform.
• "Order" means a request placed by you for products/services (delivery, takeaway, dine-in where applicable).
• "Products" include food, beverages, combos, add-ons, and packaging.
• "Restaurant / Outlet" means a Mirako Pizzerria outlet fulfilling your Order.
• "Payment Instrument" includes UPI, cards, netbanking, wallets, or any method offered on the Platform.

2) Eligibility and Account
You represent that you are at least 18 years of age and legally capable of entering into a binding contract under Indian law. If you create/login to an account (including OTP login), you are responsible for maintaining the confidentiality and lawful use of your account/phone number and for all activity conducted through it.

3) Platform Use and Conduct
You agree not to:
• misuse the Platform, attempt unauthorized access, disrupt or interfere with Platform operations, introduce malware, scrape data using automated means, or
• use the Platform for any unlawful, fraudulent, abusive, or harmful purpose.

Termination: We may suspend or terminate your access to the Platform, with or without notice, if we reasonably believe you have violated these Terms, misused the Platform, engaged in fraud/abuse, or if required for security or legal compliance. Where feasible, we may provide notice or an opportunity to remedy, except in cases requiring immediate action.

4) Menu, Pricing, Availability
• Menu items, descriptions, images, dietary tags, and prices are shown for convenience and may vary by outlet and time.
• Prices are subject to change without prior notice.
• Availability is not guaranteed. If an ordered item is unavailable, we will attempt to contact you. If we cannot reach you, we may remove the item and adjust the bill/refund accordingly. We do not substitute items without your prior consent.
• Applicable taxes and charges (GST, packing, delivery, platform fees, etc.) will be displayed at checkout and/or in the order summary.

5) Order Placement and Acceptance
• Submitting an Order is an offer by you to purchase Products.
• An Order is confirmed only when the Platform displays confirmation (and/or you receive an SMS/WhatsApp/email confirmation, if enabled).
• We may refuse, limit, or cancel Orders due to non-availability, operational constraints, address issues, customer unreachability, suspected fraud, safety concerns, or force majeure events.

6) Takeaway and Dine-in
6.1 Takeaway / Pickup
• You should pick up within a reasonable time after preparation. Product quality may be affected by delays beyond our control.
• Please ensure you arrive at the outlet during the specified pickup time window.
• You may be required to show order confirmation (order ID, SMS, or app notification) at the outlet.

6.2 Dine-in
• Outlet rules, seating availability, and service conditions apply at the restaurant.
• Reservations may be subject to availability and outlet policies.
• We reserve the right to refuse service or entry in accordance with outlet policies and applicable laws.

7) Shipping Policy
7.1 Delivery Service Areas
• We deliver to serviceable areas as determined by our Platform based on outlet location and operational capacity.
• Delivery availability may vary by outlet and time. The Platform will indicate if your address is serviceable before order placement.
• We reserve the right to refuse delivery to areas outside our serviceable zones or in cases of safety concerns, force majeure, or operational constraints.

7.2 Delivery Times
• Delivery times shown on the Platform are estimates and may vary due to:
   • Traffic conditions and weather
   • Peak hours and order volume
   • Distance from outlet to delivery address
   • Operational conditions and unforeseen circumstances
• We strive to deliver within the estimated time but do not guarantee exact delivery times.

7.3 Delivery Address and Contact Information
• You must provide accurate and complete delivery address, including:
   • Street address, building name/number, floor, and apartment/unit number (if applicable)
   • Landmark or directions (if helpful)
   • PIN code
• You must provide a valid, reachable phone number for delivery coordination.
• You are responsible for ensuring the delivery address is accessible and safe for our delivery personnel.
• If the address is incorrect or incomplete, we may attempt to contact you. If unreachable, delivery may be delayed or cancelled.

7.4 Delivery Completion
• Delivery is considered complete when:
   • The Product is handed over to you or an authorized person at the delivery address, or
   • The Product is handed over at the main gate/reception/security desk of a complex/building (if entry is restricted or delivery personnel are not permitted inside), or
   • The Product is left at the delivery address as per your instructions (where applicable and safe to do so)
• Once delivery is completed, you assume responsibility for the Product.

7.5 Failed or Unsuccessful Delivery
• If delivery fails or is unsuccessful due to:
   • Incorrect, incomplete, or inaccessible address provided by you
   • Customer unavailability or unreachability after dispatch
   • Refusal to accept delivery
   • Safety concerns or restricted access
• The Order may be treated as fulfilled, and you may not be eligible for a refund, subject to applicable law and our Refund & Cancellation Policy.
• We may attempt redelivery in some cases, subject to operational feasibility and additional charges (if any).

7.6 Delivery Charges
• Delivery charges, if applicable, will be displayed at checkout and included in the order total.
• Delivery charges may vary based on distance, outlet location, and order value.
• Free delivery offers, if any, are subject to terms and conditions specified at the time of offer.

7.7 Delivery Personnel and Safety
• Our delivery personnel are trained to handle orders safely and maintain hygiene standards.
• You are expected to treat delivery personnel with respect and provide a safe environment for delivery.
• We reserve the right to refuse or cancel delivery if there are safety concerns for our personnel or property.

7.8 Special Instructions
• You may provide special delivery instructions (e.g., "leave at door", "call on arrival") through the Platform, subject to feasibility and safety.
• We will attempt to follow reasonable instructions but cannot guarantee compliance in all cases, especially if it conflicts with safety, security, or operational requirements.

8) Payments
• The Platform may support prepaid payments (UPI/cards/netbanking/wallets) and/or COD (if enabled).
• Payments are processed through third-party payment gateway/banking partners; authorization failures may occur beyond our control.
• If an amount is debited but the Order is not confirmed, the amount is typically reversed/refunded as per banking rails timelines (often 5–7 business days, bank dependent).
• Where a refund is applicable and approved/verified, we typically initiate the refund within 24–72 hours, and the final credit timeline depends on your bank/payment method.

9) Cancellations, Returns, Refunds (Summary)
Food is freshly prepared and perishable; physical returns are not accepted. Eligible cases may be resolved through replacement/refund/credit as per policy.

9.1 Customer cancellation
• Cancellation is allowed only within the time window shown on the Platform (typically before an order is accepted/in preparation).
• Once accepted/in preparation/dispatched, cancellation may not be available.

9.2 Mirako-initiated cancellation
If we cancel a prepaid order due to non-availability or operational reasons, we will initiate a refund to the original payment method.

9.3 Wrong item / missing item / quality issue / non-delivery
Eligible cases may receive replacement/refund/credit, subject to verification, evidence, and timelines stated in the Refund & Cancellation Policy.

Detailed terms are available in our "Refund & Cancellation Policy" at: https://mirakopizzerria.in/refund-policy

10) Promotions, Coupons, and Offers
• Offers are subject to eligibility rules, validity periods, outlet participation, and stock availability.
• Coupons/discounts are non-transferable and may be modified or withdrawn at any time.
• Where a refund is approved, refunds are generally processed on the net amount paid after applying eligible discounts, as per the Refund & Cancellation Policy.

11) Food Safety, Allergens, and Dietary Preferences
• License: We operate under FSSAI regulations.
• Allergens: Our kitchens handle wheat, dairy, nuts, and other common allergens. While we take precautions, cross-contact may occur. If you have severe allergies, please contact the restaurant directly before ordering.

12) Intellectual Property
All Platform content (logos, trademarks, text, images, UI, designs, and software) is owned by or licensed to Mirako Eats Private Limited and protected under applicable laws. You may not copy, modify, distribute, or exploit it without written permission.

13) User Content and Reviews
If you post reviews, comments, photos, or other content on the Platform ("User Content"):
• You retain ownership of your User Content.
• You grant us a non-exclusive, royalty-free, worldwide license to use, reproduce, display, and distribute such content for operating, improving, and marketing the Platform and our services.
• You represent that you have the rights to post the User Content and it does not violate any third-party rights or any law.
• We may (but are not obligated to) monitor, moderate, edit, or remove User Content at our discretion, including content that is unlawful, abusive, defamatory, misleading, or violates these Terms.
• We are not responsible for User Content posted by users.

14) Third-Party Links and Services
The Platform may include third-party services (maps, payment gateways, analytics). We are not responsible for third-party content, policies, or services. Your use of third-party services is governed by their terms.

15) Privacy
Our collection and use of personal information are governed by our Privacy Policy: https://mirakopizzerria.in/privacy

16) Disclaimers
• The Platform is provided on an "as is" and "as available" basis.
• We do not guarantee uninterrupted access, error-free operation, or that the Platform will always meet your requirements.
• Product images are illustrative; actual appearance may vary.

17) Limitation of Liability
To the maximum extent permitted by law:
• Mirako Pizzerria shall not be liable for indirect, incidental, special, consequential, or punitive damages.
• Our total liability for any claim relating to an Order shall not exceed the amount paid by you for that specific Order (except where prohibited by law).
Nothing in these Terms excludes liability that cannot be excluded under applicable law.

18) Indemnity
You agree to indemnify and hold harmless Mirako Pizzerria, its affiliates, directors, employees, and partners from claims, damages, liabilities, and expenses arising from your misuse of the Platform, violation of these Terms, or violation of law/third-party rights.

19) Contact and Grievance Redressal
For support or complaints:
• Customer Support Phone: +91 7844099998
• Customer Support Email: mirakoeats@gmail.com
• Registered Office / Principal Address: #607, Singasandra, Begur Hobli, Bengaluru – 560068, Karnataka, India

Grievance Officer (as per applicable law):
• Name: SURESHBABU NATARAJAN
• Designation: Grievance Officer
• Email: mirakoeats@gmail.com
• Address: #607, Singasandra, Begur Hobli, Bengaluru – 560068, Karnataka, India
• Working Hours: 11 AM to 7 PM
• Complaint acknowledgement: within 48 hours
• Complaint resolution: within 1 month

GST Details (where applicable):
• GSTIN (Tamil Nadu – Ambur): 33AARCM8559L1ZL

Outlet Addresses (Fulfilment Locations):
• Ambur Outlet: Mirako Pizzerria, 117/4B2, NH48, Chennai to Bangalore Highway, Chengilikuppam, Tamil Nadu – 635807
• Yelagiri Hills Outlet: Mirako Pizzerria, #164, Athanavur, East Coast Road, Yelagiri Hills, Tamil Nadu, 635853

20) Governing Law and Jurisdiction
These Terms are governed by the laws of India. Courts at Bengaluru, Karnataka shall have exclusive jurisdiction.

21) Force Majeure
We will not be liable for delay or failure to perform obligations where such delay or failure results from events beyond our reasonable control, including natural disasters, severe weather, government actions, strikes, network outages, or other unforeseen events. In such cases, we will make reasonable efforts to communicate status and provide fair resolution as per our Refund & Cancellation Policy.

22) Changes to These Terms
We may update these Terms from time to time. Changes will be effective when posted on the Platform. Your continued use after posting constitutes acceptance.

23) Severability and Waiver
If any provision is held invalid, the remaining provisions remain enforceable. Failure to enforce any provision is not a waiver.

24) Entire Agreement
These Terms, together with the Privacy Policy and Refund & Cancellation Policy, constitute the entire agreement between you and Mirako Pizzerria relating to Platform use and Orders.