Terms & Conditions

These Terms & Conditions (“Terms”) form a binding agreement between you and Hotelic Essentials(“we”, “us” or “our”), and govern your use of this website, our mobile applications and every order you place with us (together, the “Services”).

We are a business-to-business supplier of hospitality, housekeeping and commercial kitchen products in India. This website is a catalogue and enquiry platform: it does not display prices, and it has no cart or checkout. Orders are placed through your approved account in our app, through your assigned sales representative, or by confirming a quotation with us directly.

To use the Services and hold an account, you confirm that:

• you are at least 18 years old and legally capable of entering into a binding contract;
• you are buying in the course of business — for a hotel, restaurant, café, cloud kitchen, caterer, institution or other trade buyer — and not as a consumer for personal use;
• you are authorised to place orders and incur liabilities on behalf of the business named on the account; and
• the information you give us is true, current and complete.

By creating an account, placing an order or otherwise using the Services, you accept these Terms. If you do not accept them, please do not use the Services.

An account is opened in the name of your business. We may verify your details, ask for supporting documents such as a GST registration or trade licence, and we may approve, decline, suspend or close an account at our discretion.

• Approval. New accounts are reviewed before they are activated. Until an account is approved, you can browse but not place orders.
• Credentials. You are responsible for keeping your password confidential and for all activity under your account, including orders placed by anyone using your login.
• Staff logins. You may create additional logins for your staff, within the limits we allow. You remain responsible for what those logins do, and for removing access when a staff member leaves. Removing a staff login does not cancel orders they already placed.
• Accuracy. Keep your business details, delivery addresses, GSTIN and contact numbers up to date. We are not responsible for a delivery that fails because an address or phone number on your account was wrong.
• Suspension. We may suspend or terminate an account for non-payment, misuse of trade pricing, resale in breach of these Terms, abusive behaviour towards our staff or delivery partners, suspected fraud, or breach of these Terms.

Tell us immediately at admin@hotelicessentials.com if you suspect unauthorised use of your account.

We try to describe and depict every product accurately, but photographs, dimensions, weights, capacities and colours are indicative. Manufacturing tolerances, batch variation and packaging changes are normal in this trade, and minor variation from the image or listing is not a defect.

• No prices on this website. Prices are quoted to approved account holders in the app, by your sales representative, or in a written quotation. Prices shown to your account are wholesale trade prices, confidential to you, and not to be published or shared.
• Price changes. Prices depend on import costs, exchange rates, duties and taxes and may change without notice. The price that applies is the one confirmed on your order or in a valid quotation. A quotation is valid for the period stated on it, or 7 days if no period is stated.
• Taxes. Unless stated otherwise, prices are exclusive of GST and other applicable taxes, which are charged at the rate in force on the date of invoice. To claim input credit, your GSTIN must be on your account before the invoice is raised.
• Availability. Listing a product is not a guarantee of stock. Availability is confirmed only when we accept your order. Products may be discontinued or substituted by the manufacturer.
• Minimum quantities. Some lines are sold only in case, carton or pallet quantities. Pack size is shown on the product and forms part of the order.
• Errors. If a product, price or specification is listed incorrectly due to a clerical, typographical or system error, we may correct it and, if the order is affected, cancel the order and refund you in full. We are not obliged to supply at an incorrect price.

An order you place is an offer to buy. It is not accepted, and no contract is formed, until we confirm acceptance of the order. An automated acknowledgement that we have received your order is not acceptance.

• We may decline an order, or accept it in part, where stock is unavailable, where the order fails our credit or verification checks, where a pricing or listing error has occurred, where the delivery location is outside our service area, or where we reasonably suspect misuse.
• Orders may also be placed on your behalf by your assigned sales representative, on your instruction. Those orders are treated as placed by you and are subject to these Terms.
• Once an order has been accepted and processed for dispatch, its contents and quantities cannot be changed — place a new order instead.
• We may set or vary account limits, order values or credit terms, and we may hold orders that would take you past an agreed limit until the outstanding balance is settled.
• Title in the goods passes to you only when we have received payment in full. Risk in the goods passes on delivery.

Depending on the arrangement on your account, we accept:

• Online payment — card, UPI, net banking or wallet, processed securely by Razorpay Software Private Limited. We do not see or store your payment credentials. Your order is treated as paid when Razorpay confirms the payment to us.
• Cash on Delivery (COD) — where enabled for your account, order value and delivery location. The exact amount must be paid to our representative or delivery partner at the time of delivery. A COD limit may apply.
• Agreed credit terms — where we have granted your account credit in writing. Invoices must be settled within the agreed period.

If a payment fails, is reversed, or a chargeback is raised, we may hold or cancel the related order and suspend the account until the matter is resolved. Overdue amounts may attract interest at 1.5% per month or the maximum permitted by law, whichever is lower, together with reasonable costs of recovery.

Every accepted order is invoiced. Invoices and payment receipts are available in the app and, on request, by email.

• Where we deliver. We deliver across India through our own fleet and third-party logistics partners. Some remote PIN codes may be unserviceable or subject to a surcharge; we will tell you before dispatch if that applies.
• Timelines. Delivery estimates are estimates only. They depend on stock, destination, transport and factors outside our control. Time is not of the essence unless we have agreed a firm date with you in writing.
• Charges. Delivery charges, where applicable, are shown on your order or quotation before you confirm it.
• Receiving the goods. Someone authorised must be available at the delivery address to receive and sign for the goods during business hours. Please check the number of packages and the condition of the outer packaging before signing.
• Damage or shortage in transit. Note it on the delivery document at the time of delivery and report it to us within 48 hours, with photographs. Claims made later are difficult to pursue with the carrier and may not be accepted.
• Failed delivery. If delivery fails because nobody was available, the address was wrong, or the consignment was refused without cause, re-delivery and any storage or return-freight costs may be charged to you.
• Events outside our control. We are not liable for delay or failure caused by events beyond our reasonable control, including transport disruption, strikes, natural events, epidemics, regulatory action, port or customs delays and power or network failure.

Cancellations, returns, replacements and refunds are governed by our Refund & Cancellation Policy, which forms part of these Terms. In summary:

• An order can be cancelled free of charge any time before it is packed for dispatch.
• Damaged, defective, short-supplied or wrongly-supplied goods must be reported within 48 hours of delivery, with photographs and the invoice number.
• Approved refunds are processed within 7 business days of the return being received and verified, to the original payment method for online payments, or to your bank account for Cash on Delivery orders.
• Because we supply the trade, we do not offer change-of-mind returns on correctly-supplied goods. Consumables with broken seals, made-to-order items, clearance stock and hygiene-sensitive products are not returnable unless faulty.

By holding an account you agree that we may contact you about your account and your orders by push notification, SMS, WhatsApp, email or phone. These transactional messages — order confirmations, dispatch and delivery updates, payment receipts, service notices — are part of the Services and cannot be switched off while your account is active, although you may disable push notifications on your device.

We may also send occasional promotional messages about new arrivals, restocks and offers. You can opt out of these at any time by turning off notifications, using the unsubscribe option in the message, or writing to admin@hotelicessentials.com. Opting out of promotional messages does not affect transactional ones.

You are responsible for keeping your registered mobile number and email address current. Notices we send to the contact details on your account are treated as received.

When using the Services, you must not:

• use another person’s account, share your credentials, or misrepresent the business you are buying for;
• scrape, harvest, copy or republish our catalogue, images, descriptions or pricing, or use them to build a competing service;
• disclose the trade prices quoted to your account to any third party, or use a trade account to buy for resale to consumers in a way that misrepresents our pricing;
• attempt to gain unauthorised access to the Services, probe or test their security, or interfere with them through malware, automated requests or denial-of-service activity;
• place fraudulent, speculative or bad-faith orders, or repeatedly refuse accepted deliveries;
• abuse, threaten or harass our staff, representatives or delivery partners; or
• use the Services for any unlawful purpose or in breach of any applicable law.

All content on the website and in the apps — including text, images, layout, logos and the compilation of the catalogue — belongs to us or our licensors and is protected by intellectual property law. You may use it only to buy from us.

We may suspend or terminate access immediately for breach of this section, and may report unlawful activity to the authorities.

The Services and the website are provided on an “as is” and “as available” basis. We do not warrant that the Services will be uninterrupted or error-free, or that the catalogue is free of omissions.

Products are supplied with the benefit of any manufacturer’s warranty that applies. Except for that warranty and any rights that cannot be excluded by law, all other warranties, conditions and terms implied by statute or common law are excluded to the fullest extent permitted.

To the maximum extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of contracts, loss of goodwill, loss of anticipated savings, or loss arising from business interruption, however caused.

Our total aggregate liability in connection with any order — whether in contract, tort (including negligence), breach of statutory duty or otherwise — is limited to the amount you actually paid for the goods giving rise to the claim.

Nothing in these Terms limits liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

You agree to indemnify us against claims, losses and reasonable costs arising from your breach of these Terms, your misuse of the Services, or your use, resale or handling of the goods in breach of applicable law or the manufacturer’s instructions.

Our Privacy Policy explains what personal information we collect, how we use it, who we share it with and how long we keep it. It forms part of these Terms, and by using the Services you agree to it.

In short: we collect only what we need to run your account and deliver your orders; online payments are handled by Razorpay and card or UPI credentials never reach us; push notifications are delivered through Google Firebase; and we never sell your data. You can ask us to delete your account at any time — see Delete your account.

These Terms and any dispute or claim arising out of them, or out of any order placed with us (including non-contractual disputes), are governed by the laws of India.

Before starting formal proceedings, please raise the issue with us at admin@hotelicessentials.com so we can try to resolve it. Most disputes are settled far more quickly this way.

Subject to that, the courts at our registered place of business in India have exclusive jurisdiction over any dispute arising out of or in connection with these Terms.

Changes. We may amend these Terms from time to time, for example to reflect changes in our operations, our payment or delivery partners, or the law. The current version is always published on this page with its Effective Date. Material changes will be notified in the app, by email or by a prominent notice on this website. The Terms that apply to an order are the ones in force when the order is accepted.

General. If any provision of these Terms is held invalid or unenforceable, the rest continues in force. Our failure to enforce a right is not a waiver of it. You may not assign your rights under these Terms without our written consent; we may assign ours to a successor of our business. These Terms, together with our Privacy Policy and Refund & Cancellation Policy, are the entire agreement between us on their subject matter.