These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer") and Tametoe Tomatoe Technologies Private Limited ("Spoon"). They govern your access to and use of the Spoon mobile application, website, and all related services (the "Platform").
By downloading the app, creating an account, or placing a booking, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, discontinue use of the Platform immediately.
These Terms are published in compliance with the Indian Contract Act, 1872, the Information Technology Act, 2000, the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.
Access to Spoon is restricted to individuals who:
By accessing the Platform, you represent and warrant that you meet all eligibility criteria.
To use Spoon, you must register providing your mobile number, name, delivery address, and email. All information must be accurate, complete, and current. Spoon is not liable for loss resulting from your failure to maintain accurate information.
You are solely responsible for maintaining confidentiality of your login credentials. You accept full responsibility for all activities under your account. Notify Spoon at admin@spoonhelp.com immediately if you suspect unauthorised access.
Each individual may hold only one active customer account. Creating multiple accounts to circumvent suspensions or abuse promotional offers is strictly prohibited and will result in permanent termination.
Spoon is a technology platform that connects customers with trained, verified cooks who provide home cooking services. While Spoon manages the customer relationship, the actual cooking service is performed by the assigned Cook.
All Cooks are:
While Spoon is committed to providing a high-quality, professional home cooking experience, the nature of the service means certain outcomes depend on factors outside our direct control. Accordingly:
A booking is confirmed only when: (a) you receive in-app or SMS confirmation from Spoon, and (b) the booking fee has been successfully processed. Spoon may decline any booking request at its sole discretion.
At the start of each session, you will receive a Session OTP. Share it with your Cook only after they have physically arrived at your premises. Do not share the OTP before the Cook's arrival.
By confirming a booking, you agree to:
Extensions are subject to the Cook's availability and consent. Additional charges are displayed and confirmed in the app before the extension commences.
Fees displayed at the time of booking may include: service charges, convenience fees, surge pricing (during high demand), and GST at the applicable rate. Fee changes do not apply to already-confirmed bookings.
All payments are processed exclusively through PCI-DSS Level 1 compliant payment processors. Spoon does not store your full card number, CVV, or banking credentials.
Tips are entirely voluntary and transferred in full to the Cook. Tips are non-refundable once paid.
If a payment fails, your booking will not be confirmed. For payment disputes, contact admin@spoonhelp.com with the booking reference and transaction details.
You may cancel a confirmed booking through the app prior to session commencement. Cancellations within the free cancellation window (displayed at booking) are eligible for a full refund. Cancellations after this window may incur a cancellation fee.
Spoon may cancel a booking if no Cook is available, if safety concerns exist, or if a force majeure event prevents service delivery. In such cases, you will receive a full refund.
Approved refunds are credited to your original payment method within 5–7 business days. Refunds may optionally be credited to your Spoon wallet for faster processing.
You must treat your Cook with dignity, courtesy, and professionalism at all times. Abusive, threatening, intimidating, sexually harassing, or demeaning behaviour is strictly prohibited and will result in immediate account suspension or termination.
During your membership and for 12 months following your last completed session, you must not directly or indirectly solicit any Cook to provide services outside of the Spoon Platform. Violation may result in immediate account termination.
You must not:
Post-session ratings and reviews must be based on genuine, first-hand experience and must not contain defamatory, offensive, or legally restricted material. By submitting a review, you grant Spoon a non-exclusive, royalty-free licence to reproduce and use it across the Platform and promotional channels.
The Platform is provided on an "as is" and "as available" basis. While Spoon commits to rigorous Cook selection and training, Spoon does not warrant that the Platform will be continuously available or that the results of any session will meet your individual expectations.
Spoon shall not be liable for disputes arising solely from subjective satisfaction with food quality, presentation, or preparation style, provided the Cook has met Spoon's professional standards of food safety, hygiene, and conduct.
Spoon's total aggregate liability for any claim shall not exceed the lower of: (a) the booking fee actually paid for the specific booking giving rise to the claim, or (b) INR 10,000. Spoon shall not be liable for indirect, incidental, special, consequential, or punitive damages.
These Terms are governed by the laws of India. Disputes shall first be referred to amicable resolution. If unresolved within 30 days, disputes shall be resolved by binding arbitration in Bengaluru, Karnataka, in English, per the Arbitration and Conciliation Act, 1996.
Name: Harshvardhan Surana
Designation: Grievance Officer
Email: admin@spoonhelp.com
Address: Innov8 Mantri Commercio, Tower A, 5th Floor, No. 51, Bellandur, Bengaluru – 560103, Karnataka, India
We will acknowledge within 48 hours and resolve all grievances within 30 days.
Spoon will notify you via in-app notification or email at least 7 days before material changes take effect. Continued use of the Platform after changes constitutes your acceptance of the revised Terms.
By using Spoon, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.
Tametoe Tomatoe Technologies Private Limited · Bengaluru, Karnataka, India