Terms of use

Effective Date: May 2025

These Terms of Use ('Terms') govern your access to and use of the PANEVO website (panevo.in), mobile application, and the purchase of products from Shatkona Ventures Private Limited. By accessing our platform or placing an order, you agree to be bound by these Terms.

1. Definitions

• 'PANEVO': The brand operated by Shatkona Ventures Private Limited.
• 'Company', 'we', 'us': Shatkona Ventures Private Limited, with registered office at PSB Towers, Sector 79, Mohali, Punjab – 140 308, India
• 'User', 'you', 'your': Any individual accessing our website, mobile application, or purchasing our products.
• 'Platform': The PANEVO website (panevo.in), mobile application, waitlist page, and associated digital properties.
• 'Products': Pre-flavoured fresh paneer and other dairy and food products sold under the PANEVO brand.
• 'Order': A confirmed purchase of one or more Products made through our Platform.

2. Eligibility

To use our Platform and purchase Products, you must:

• Age: Be at least 18 years of age.
• Legal capacity: Have the legal capacity to enter into a binding contract under Indian law (Indian Contract Act 1872).
• Location: Be located in India in a geography where PANEVO currently delivers.
• Accurate information: Provide accurate, complete, and current account and delivery information.

3. Account Registration

• Account creation: You may need to create an account to place orders, track deliveries, or manage subscriptions. You are responsible for maintaining the confidentiality of your login credentials.
• Accuracy: You must provide accurate and complete information at registration and keep it updated.
• Account security: You are responsible for all activity that occurs under your account. Notify us immediately at info@panevo.in if you suspect unauthorised access.
• One account per person: Each individual may maintain only one active account. We reserve the right to merge or close duplicate accounts.

4. Products and Orders

4.1 Product Information

We strive to display accurate product descriptions, ingredients, nutritional information, and images. Colours may vary depending on your device display, and product packaging may change without prior notice. Flavour names and product descriptions are for identification and marketing purposes.

4.2 Placing an Order

• Order confirmation: Your Order is confirmed when you receive an Order Confirmation email or WhatsApp message. We reserve the right to cancel or refuse any Order for reasons including unavailability, pricing errors, or suspected fraud.
• Pricing: All prices are in Indian Rupees (INR), inclusive of applicable GST unless stated otherwise. The price at the time of Order confirmation is the price charged.
• Minimum order: We may set a minimum order value for certain channels or delivery areas, communicated clearly at checkout.
• Availability: All Orders are subject to product availability. Fresh paneer is a perishable product with limited daily production.

4.3 Payment

• Accepted methods: UPI, credit cards, debit cards, and net banking via Razorpay, PayU, or equivalent payment gateway partners.
• Payment security: All transactions are encrypted and processed by PCI-DSS compliant payment gateways. We do not store your full payment details.
• Payment failure: If your payment fails, your Order will not be confirmed. Please retry or contact us at info@panevo.in.

5. Delivery

• Delivery areas: Currently selected cities in Punjab, Haryana, and Delhi NCR. Updated regularly on our website.
• Delivery time: Same-day or next-morning delivery depending on your location and order time.
• Cold chain: We maintain cold chain standards during dispatch. Refrigerate immediately at 2–8°C upon receipt.
• Delivery attempts: We will make one delivery attempt. Perishable products cannot be held for re-delivery.
• Delivery charges: Displayed at checkout before Order confirmation, if applicable.
• Delays: We are not liable for delivery delays caused by circumstances beyond our control.

6. Subscription Orders

• Subscription terms: You authorise us to automatically charge your registered payment method for each delivery cycle.
• Pause and cancel: You may pause or cancel a subscription at least 24 hours before the next scheduled delivery via your account or by contacting info@panevo.in.
• Price changes: We will notify you at least 7 days before any price change. Continued subscription after notification constitutes acceptance of the new price.

7. Perishable Goods - Important Notice

• Storage: Refrigerate immediately on receipt at 2–8°C.
• Shelf life: Check the 'Best Before' date on each pack. Fresh paneer typically has a shelf life of 7–10 days from packing under refrigeration.
• Consumption warning: Do not consume if the pack is damaged, inflated, or emits an unusual odour. Contact us immediately at info@panevo.in.

8. Intellectual Property

All content on our Platform - including the PANEVO name and logo, product names, brand colours, photography, design, text, recipes, and software - is the exclusive intellectual property of Shatkona Ventures Private Limited or licensed to us.

• Permitted use: Personal, non-commercial use only.
• Prohibited use: No reproduction, distribution, or commercialisation without our prior written consent.
• User content: By posting reviews or tagging us on social media, you grant us a non-exclusive, royalty-free, worldwide licence to use that content for marketing purposes, with appropriate credit.

9. Prohibited Conduct

You agree not to:

• Fraudulent activity: Place fictitious orders, use stolen payment credentials, or impersonate any person or entity.
• Platform misuse: Attempt to hack, reverse-engineer, scrape, or disrupt our Platform or servers.
• Unlawful purpose: Use our Platform for any purpose that violates applicable Indian law.
• False information: Provide false delivery addresses, contact information, or identity details.
• Unauthorised resale: Purchase PANEVO products for commercial resale without our prior written agreement.

10. Food Safety and Allergens

PANEVO products contain dairy (milk). Our products may be manufactured in facilities that also handle nuts, seeds, and other allergens. Full ingredient lists, nutritional information, and allergen declarations are available on each product pack and on our website. Review this information carefully if you have food allergies or intolerances. If you experience any adverse reaction to our product, discontinue use immediately, seek medical attention if necessary, and report the incident to us at info@panevo.in.

11. QR Code and Batch Traceability

Each PANEVO pack carries a QR code linking to batch-specific quality information including the Certificate of Analysis (COA) from a NABL-accredited laboratory. By scanning this QR code, you agree to our Privacy Policy regarding the limited data collected from scans. The COA information is provided for transparency and consumer information purposes only.

12. Limitation of Liability

• No consequential damages: PANEVO shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our Platform or Products.
• Cap on liability: Our total liability for any claim shall not exceed the amount you paid for the specific Order giving rise to the claim.
• Force majeure: We are not liable for failure to perform due to causes beyond our reasonable control. Nothing in these Terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

13. Governing Law and Dispute Resolution

• Governing law: These Terms are governed by the laws of India.
• Jurisdiction: Exclusive jurisdiction of the courts at Chandigarh, India.
• Amicable resolution: Both parties agree to attempt good-faith negotiation for 30 days before initiating legal proceedings.
• Consumer disputes: You retain all rights under the Consumer Protection Act 2019, including the right to approach the relevant Consumer Disputes Redressal Commission.

14. Changes to Terms

We reserve the right to modify these Terms at any time. For material changes, we will notify registered users via email or WhatsApp at least 7 days before changes take effect. Your continued use of our Platform after the effective date constitutes acceptance of the revised Terms.

15. Contact Us