Terms & Conditions

1. Agreement to these terms

These Terms & Conditions (the “Terms”) govern your access to the bimi website, mobile application, and related services (together, the “Platform”). The Platform is operated by GoodMatters Enterprises under the brand “bimi” (“bimi”, “we”, “us”, or “our”).

By accessing the Platform, creating an account, or placing a booking, you agree to these Terms and our Privacy Policy. If you do not agree, please do not use the Platform. You must be at least 18 years old and legally capable of entering into a contract to make a booking.

2. What bimi provides

bimi lets you select dishes and request a trained Home Cook to prepare them in your kitchen. Service availability depends on your location, the time requested, cook availability, and the requirements of your selected dishes.

Menus, prices, estimated arrival times, cook times, service areas, and operating hours shown on the Platform may change. Arrival and completion times are estimates and can be affected by traffic, ingredient readiness, kitchen setup, dish complexity, and events outside our reasonable control.

We may change, suspend, or discontinue any part of the Platform or service where reasonably necessary. We do not guarantee that every dish, time slot, or Home Cook will always be available.

3. Accounts and information

You must provide accurate, current information and keep it updated. You are responsible for activity through your account and for keeping verification codes and account access secure. Tell us promptly at founders@trybimi.in if you suspect unauthorised use.

We may verify the information you provide and refuse, restrict, or close an account where information is false, use is unsafe or unlawful, or these Terms are breached.

4. Bookings, prices, and payment

• Confirmation. A request becomes a confirmed booking only when confirmation appears on the Platform or is sent to you.
• Pricing. The total payable amount is shown before you confirm. Listed dish prices include applicable GST, and no separate tax or service fee is added at checkout. Prices may vary by dishes, portions, add-ons, location, demand, or other booking details.
• Payment. You authorise us and our payment providers to collect the amount shown using your selected payment method. Payment processing may also be subject to the provider’s terms.
• Cash after service. Where checkout offers cash, confirmation reserves your booking and the displayed cash amount remains due to the Bimi team after cooking is completed. Confirmation is not a cash receipt. If a booking is cancelled before cash is collected, the uncollected amount is waived; any approved refund is limited to money actually received and wallet credit used.
• Bimi wallet. Credits from approved booking refunds, eligible referral rewards, and discretionary credits from bimi may be used only for future bimi cooking bookings, not groceries. Available wallet credit is applied before the remaining payment unless you turn it off at checkout. Wallet credit cannot be withdrawn, transferred, or exchanged for cash, except that refund credit can be returned as described below and before account deletion. A payment captured without a confirmed booking is returned to its original payment method after verification.
• Changes. Changes to dishes, portions, address, timing, or duration may affect price and availability. Any revised amount will be shown or communicated before it is charged.
• Cancellation and rescheduling. You can cancel or reschedule a confirmed booking free of charge up to 15 minutes before its start time. Within those last 15 minutes, cancelling or rescheduling costs ₹15, including any applicable GST, unless the change is needed because of us. To cancel or reschedule, contact our team using the WhatsApp support link in the app or email founders@trybimi.in; we go by the time your message reaches us. For a late cancellation, we deduct the fee from your refund and never charge more than you paid. For a late rescheduling, you pay the fee online through our payment provider before we confirm the new time. A new time depends on cook and slot availability, and a change of dishes may change the price; we will tell you any revised amount before charging it. From the start time, the booking can no longer be cancelled or rescheduled. If your Home Cook is late, use Get help in the app; other problems with the service are handled as our Cancellation, Refund, Return & Delivery Policy at https://trybimi.in/service-policies.html explains.

When you cancel, our team asks where you want the refund: your bimi wallet, credited as soon as we confirm the cancellation, or the original payment method, refunded within 7 business days. If you don't choose, it goes to your wallet. The refund is the amount paid for that booking, less any ₹15 late fee. If we cannot fulfil a confirmed booking and you do not accept an alternative, we cancel it and you get back the full amount paid, in the same way. Other approved refunds follow the same choice within 7 business days of the decision. Your bank or payment provider controls when a refund to the original method appears. Money received in cash in a split payment goes to your wallet or, if you ask, by UPI to an ID you give us.

Before we fulfil an account deletion, we return any unused refund credit to the original payment method, or by UPI where it came from cash. Other remaining wallet credit, such as cashback and referral rewards, ends when the deletion is fulfilled and is recorded in our financial ledger. Existing completed historical refunds are not moved into the wallet.

Customer referrals, when available. A new customer must attach a valid invitation during signup. The referring customer and their friend each receive ₹75 in Bimi wallet credit after the friend's first qualifying completed cooking with a cooking subtotal of at least ₹299 before discounts. Signup or booking confirmation alone does not earn spendable credit. Earlier smaller cookings and cancelled or unfinished bookings do not consume eligibility. Other eligible offers may be combined, subject to their own terms, and a qualifying subtotal can earn rewards even if discounts or wallet credit reduce the amount payable to zero. Different people with separate verified phone numbers may refer each other, including people in the same household. Self-referrals and repeat new-user claims by the same identity are not eligible. There is no referral count cap, credit expiry, or deadline to complete the qualifying cooking. Accepted offer terms are recorded at signup. Later refunds or suspected misuse are reviewed by Bimi operations; unrelated wallet funds are not automatically removed.

5. Your ingredients, kitchen, and safety

You are responsible for providing the ingredients listed for your selected dishes unless the Platform clearly says otherwise. You must also provide a safe, hygienic, and workable kitchen with functioning appliances, cooking gas or electricity, water, cookware, and tools reasonably needed for the booking.

Tell us and the Home Cook before cooking begins about allergies, dietary restrictions, ingredient sensitivities, unsafe equipment, pets, hazards, or other facts that could affect the service. While reasonable care is taken, we cannot guarantee an allergen-free environment or prevent cross-contact in a kitchen or with ingredients that we do not control.

You are responsible for checking the freshness, quality, and suitability of ingredients supplied by you. The Home Cook may decline or stop work where the environment, equipment, ingredients, or behaviour at the premises appears unsafe.

6. Respectful and lawful conduct

You must treat Home Cooks and our team with dignity and respect. Harassment, threats, abuse, discrimination, unwanted physical contact, illegal activity, intoxication that creates a safety risk, or recording a person in private areas without consent is prohibited.

You must not misuse the Platform, interfere with its operation, attempt unauthorised access, scrape or copy it at scale, impersonate another person, submit fraudulent bookings, or use it in violation of law. We may cancel a booking or restrict access immediately where needed to protect people, property, or the Platform.

7. Reviews and intellectual property

You may submit ratings, reviews, feedback, or other content that is truthful, lawful, and your own. You give us a non-exclusive, worldwide, royalty-free licence to host, use, reproduce, and display that content to operate, improve, and promote bimi. You remain responsible for what you submit and may ask us to remove it, subject to legal or record-keeping needs.

The Platform, bimi name and branding, software, text, graphics, and other materials we provide are owned by or licensed to us. You may use them only for your personal, non-commercial use of the Platform. No other rights are granted.

8. Disclaimers and liability

We provide the Platform and services with reasonable care. To the fullest extent permitted by law, we do not promise uninterrupted availability or that every meal will match individual taste, texture, or appearance preferences.

Nothing in these Terms excludes rights or remedies that cannot lawfully be excluded, including applicable consumer rights. Subject to those rights, bimi is not liable for indirect, incidental, special, or consequential loss, or loss caused by inaccurate information, unsuitable ingredients, unsafe premises or equipment, your breach of these Terms, a third-party service, or events beyond our reasonable control.

Where our liability can lawfully be limited, our total liability for a claim relating to a booking will not exceed the amount you paid for that booking. You are responsible for loss caused by your fraud, wilful misconduct, unlawful activity, or material breach of these Terms.

9. Suspension and termination

You may stop using the Platform at any time. We may suspend or terminate access, cancel a booking, or take reasonable protective action if you breach these Terms, create a safety or fraud risk, fail to pay an amount due, or if required by law. Provisions that by their nature should continue—such as payment obligations, intellectual property, liability, and dispute terms—survive termination.

10. General terms

We may update these Terms to reflect service, legal, or operational changes. The effective date above will be revised when we do. Material changes may also be communicated through the Platform. Continued use after the updated Terms take effect means you accept them.

These Terms are governed by the laws of India. Subject to any rights you have under applicable consumer law, courts in Bengaluru, Karnataka will have jurisdiction over disputes. Before starting formal proceedings, please contact us so we can try to resolve the issue.

If any part of these Terms is found unenforceable, the remaining provisions continue. A delay in enforcing a right is not a waiver. You may not transfer your rights under these Terms without our consent; we may transfer ours as part of a reorganisation, merger, sale, or transfer of the business, subject to applicable law.

11. Contact and complaints

For questions, booking issues, or complaints, email founders@trybimi.in or call the number below. Please include the phone number used for the booking and the booking details so we can help you efficiently.