Terms & Conditions.

About these terms

These Terms & Conditions govern your use of the PrimeFish website and mobile app, and any orders you place with us. Grow Your Own Food Pvt Ltd (a Vertigrove group company), registered in India, operates PrimeFish.

By placing an order or creating an account, you agree to these terms. If you do not agree, please do not use our services.

Products and availability

PrimeFish sells fresh, ready-to-cook fish sourced and processed in Kochi, Kerala. We operate under FSSAI Licence No. 11326007000676.

• All products are subject to availability. We may update or withdraw a product without notice.
• Product images are representative. Weight, size, and appearance may vary naturally. Final weights are measured after cleaning and may differ slightly from the stated cut weight.
• We list prices inclusive of applicable taxes. Prices may change at any time; the price shown at checkout is the price you pay.

Placing an order

When you submit an order, you are making an offer to buy. Your order is confirmed only when you receive a confirmation via WhatsApp or email. We reserve the right to refuse or cancel any order before confirmation, for example if we cannot source the product or a pricing error occurred.

• You must provide an accurate mobile number and delivery address — we use these for dispatch and delivery updates.
• We deliver only within our active pincodes in Kochi. If your pincode is not listed at checkout, we are not able to serve your area currently.
• Order cut-off times are shown on the website. Orders placed after the cut-off are scheduled for the next available delivery slot.

Delivery

We deliver fresh fish on the date you select at checkout. Delivery is subject to our current service area within Kochi.

• We aim to deliver within the time window shown for your slot. Delays can occasionally occur due to traffic or weather; we will notify you via WhatsApp if your delivery is significantly late.
• If nobody is available to receive the order at the time of delivery, we may attempt to contact you. Undelivered orders due to your unavailability may not be refunded.
• We do not currently offer inter-city or cross-state delivery.

Payment

We accept the following payment methods:

• Cash on Delivery (COD) — pay in cash when your order arrives. COD availability may be restricted during certain periods.
• GPay / UPI — scan the QR code shown at checkout or share your UPI ID. Payment must be completed before we dispatch your order.
• Razorpay — secure online payment via debit/credit card, net banking, or UPI through the Razorpay gateway. Your payment details are processed entirely by Razorpay and are not stored on our servers.

Cancellations and refunds

Fresh fish has a very short shelf life, so we process orders for the next day early. Please read our cancellation window carefully.

• Before the cut-off time: You may cancel or modify your order for the next day's delivery before the cut-off time shown on the website. Contact us via WhatsApp at +91 82816 90276.
• After the cut-off time: Orders cannot be cancelled once we have begun processing and packing your fish.
• Quality issues: If you receive a product that is not fresh or is significantly different from what you ordered, contact us within 2 hours of delivery with photos. We will investigate and offer a replacement or credit at our discretion.
• Refunds: Approved refunds for online payments will be returned to your original payment method within 5–7 business days.

Subscriptions

PrimeFish offers subscription plans for regular deliveries. By subscribing, you agree to the following:

• Your subscription will automatically deliver fish on the frequency and days you choose, until you pause or cancel.
• You may pause or cancel your subscription from your account settings or by contacting us. Changes take effect for the next billing or delivery cycle.
• Subscription pricing is fixed at the time you subscribe. Price changes, if any, will be communicated at least 7 days in advance, and you may cancel before they take effect.
• If a scheduled delivery falls on a public holiday or a day we are not operating, we will notify you and skip that delivery without charge.

Food safety

PrimeFish takes food safety seriously. We operate under FSSAI Licence No. 11326007000676 and follow all applicable food handling and hygiene standards required under the Food Safety and Standards Act, 2006.

Fresh fish must be consumed promptly. We recommend:

• Refrigerate immediately upon delivery and consume within 24 hours, or freeze for longer storage
• Cook fish thoroughly to an internal temperature of at least 63°C (145°F)
• Do not consume fish that smells or appears off, even if it is within the delivery date

Intellectual property

All content on the PrimeFish website and app — including text, photos, logos, design, and software — is owned by or licensed to Grow Your Own Food Pvt Ltd. You may not copy, reproduce, or distribute any part of it without our written permission.

Limitation of liability

To the fullest extent permitted by Indian law, PrimeFish's liability for any claim arising out of your use of our services is limited to the value of the order in question. We are not liable for indirect, incidental, or consequential losses.

We are not responsible for delays or failures caused by events outside our control, including extreme weather, civil unrest, or disruptions to third-party services.

Governing law and disputes

These terms are governed by the laws of India. Any disputes arising from your use of PrimeFish or these terms shall be subject to the exclusive jurisdiction of the courts in Ernakulam, Kerala.

If you have a complaint, please contact us first at maya@vertigrove.com — we will do our best to resolve it directly and promptly.

Changes to these terms

We may update these terms from time to time. If we make a significant change, we will notify registered users via WhatsApp or email at least 14 days before the change takes effect. Continued use of PrimeFish after a change takes effect constitutes your acceptance of the updated terms.

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