Terms and Conditions

Last updated: March 16, 2026

1. Agreement to Terms

Welcome to Milkvilla. These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and Milkvilla Private Limited ("Milkvilla," "Company," "we," "us," or "our"), a company incorporated under the laws of India, with its registered office at Sy 5/4, Halanayakanahalli Lake Road, Bangalore, Karnataka 560035, India.

By accessing or using the Milkvilla mobile application, website, or any related services (collectively, the "Platform"), you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you must not access or use the Platform.

Company Details:

• VAT ID (GSTIN): 29AAOCM2988C1ZZ
• DUNS Number: 85-432-8488
• Date of Incorporation: February 11, 2021
• Co-founders: Mannu Jee, Aman Jee, Piyush Chachondhia, Prashant Gyan
• FSSAI Certified

2. Our Services

Milkvilla is a farm-to-home dairy delivery platform that provides the following products and services:

• Desi A2 Raw Cow Milk: Fresh, unprocessed milk sourced from indigenous cow breeds, delivered in food-grade stainless steel cans to preserve quality and freshness. Milk is delivered within 12 hours of milking through a cold-chain logistics system powered by electric vehicles.
• Pure A2 Desi Cow Ghee: Traditional ghee prepared using the authentic Bilona (hand-churned) method from A2 cow milk.
• Subscription & On-Demand Ordering: Users may place one-time orders or subscribe to daily, alternate-day, or custom delivery schedules through the Milkvilla app.

All products listed on the Platform are subject to availability. Milkvilla reserves the right to modify, discontinue, or limit the availability of any product or service at any time without prior notice.

3. User Accounts & Registration

• To use the Platform, you must create a user account by providing accurate and complete information, including your name, phone number, delivery address, and any other details requested during registration.
• You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.
• You must be at least 18 years of age to create an account and use the Platform.
• Milkvilla reserves the right to verify user information and to refuse or revoke registration at its sole discretion.
• You agree to notify Milkvilla immediately of any unauthorized use of your account or any other breach of security.

4. Wallet & Payments

• The Milkvilla Wallet allows you to add prepaid credits for purchasing products on the Platform. Wallet balance represents prepaid credits for purchases on the Milkvilla platform and does not constitute a regulated payment wallet under the RBI Prepaid Payment Instruments (PPI) framework.
• Wallet balance is non-transferable and can only be used for purchases within the Milkvilla Platform.
• All wallet recharges are voluntary. Milkvilla does not guarantee the availability of any specific product, delivery slot, or service at the time of wallet recharge.
• Refunds, where applicable, may be credited to your Milkvilla Wallet. Refunds to the original payment source (bank account or UPI) are processed only at the sole discretion of Milkvilla and may take up to 5–7 business days depending on banking systems.
• Cashbacks and promotional credits are non-refundable, non-transferable, and may only be used for future purchases on the Platform.
• Milkvilla accepts payments through UPI, net banking, debit/credit cards, and other payment methods as made available on the Platform from time to time.

5. Delivery & Service Availability

• Delivery time slots displayed in the application represent indicative availability and may change due to operational constraints including logistics, demand, weather, or traffic conditions. Slot confirmation occurs only upon order confirmation by the platform.
• Delivery times are indicative windows and may vary due to operational or environmental conditions. Milkvilla does not guarantee exact delivery times.
• Milkvilla delivers products using a cold-chain logistics network operated via electric vehicles to maintain product freshness and quality during transit.
• Delivery is subject to serviceability at your location. Milkvilla may expand, modify, or restrict delivery areas at any time.
• If you are unavailable at the delivery address at the time of delivery, the delivery partner may leave the product at the doorstep or designated safe location, or the delivery may be marked as attempted. No refunds shall be provided for failed deliveries due to customer unavailability.
• Milkvilla shall not be liable for any refund or compensation arising from the unavailability of a specific delivery slot after a wallet recharge has been made.

6. Product Freshness & Quality

• Milkvilla supplies milk sourced from partner farms and delivered within a maximum of 12 hours of milking under hygienic handling conditions. Variations in milking times between morning and evening batches may occur as part of normal dairy operations.
• All products are handled, stored, and transported in compliance with FSSAI standards and food safety regulations.
• Raw milk must be boiled immediately upon receipt by the customer. Milkvilla shall not be responsible for spoilage, contamination, or quality issues arising from delayed boiling, improper storage, or mishandling by the customer after delivery.
• Natural variations in colour, texture, fat content, or taste may occur across batches due to seasonal changes, feed variations, and breed characteristics. Such variations are inherent to natural dairy products and do not constitute a defect.

7. Cancellation & Refund

• All sales of perishable products are final. Milk, ghee, and other perishable products cannot be returned once delivered, except in cases of wrong, damaged, or defective products.
• Subscription deliveries may be paused or cancelled through the app before the cutoff time displayed for the next delivery.
• One-time orders cannot be cancelled once confirmed and processing has begun, as we deal in fresh and perishable products.
• To report an issue with a delivered product, you must contact customer support within 24 hours of delivery with photographs and details of the problem.

For complete details on cancellations and refunds, please refer to our Refund & Cancellation Policy.

8. Intellectual Property

• All content on the Platform, including but not limited to text, graphics, logos, images, icons, software, and the compilation thereof (collectively, "Content"), is the property of Milkvilla Private Limited or its licensors and is protected by applicable intellectual property laws.
• The Milkvilla name, logo, and all related trademarks, service marks, and trade names are the exclusive property of Milkvilla Private Limited.
• You may not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any Content from the Platform without prior written consent from Milkvilla.
• Any unauthorized use of Milkvilla's intellectual property may result in legal action.

9. User Conduct & Prohibited Activities

You agree not to:

• Use the Platform for any unlawful purpose or in violation of any applicable local, state, national, or international law.
• Provide false, inaccurate, or misleading information during registration or while using the Platform.
• Engage in abusive, threatening, defamatory, or harassing communication with Milkvilla staff, delivery partners, or other users.
• Attempt to manipulate pricing, exploit promotional offers, create multiple accounts for fraudulent purposes, or engage in any form of abuse of the Platform's features.
• Interfere with or disrupt the Platform's infrastructure, servers, or networks, or attempt to gain unauthorized access to any part of the Platform.
• Resell, redistribute, or commercially exploit Milkvilla products without prior written authorization.
• Make fraudulent claims or coerce refunds through threats, misinformation, or intimidation.

10. Account Suspension & Termination

• Milkvilla reserves the right to suspend or terminate accounts engaging in abusive communication, fraudulent claims, or attempts to coerce refunds through threats or misinformation.
• Milkvilla may suspend or terminate your account at any time, with or without notice, for conduct that Milkvilla believes violates these Terms, is harmful to other users, or is otherwise objectionable.
• Upon account termination, your right to use the Platform ceases immediately. Any remaining wallet balance (excluding promotional credits) may be refunded at Milkvilla's sole discretion.
• Promotional credits and cashback balances shall stand forfeited upon account suspension or termination for cause.

11. Limitation of Liability

• Milkvilla's liability, if any, shall not exceed the value of the order in dispute.
• Milkvilla shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising from or related to your use of the Platform or our products, including but not limited to loss of profits, data, goodwill, or business opportunity.
• The Platform and all products are provided on an "as is" and "as available" basis. Milkvilla makes no warranties, express or implied, regarding the Platform's uninterrupted availability, accuracy, or fitness for a particular purpose.
• Milkvilla shall not be liable for any delays, failures, or interruptions in service caused by factors beyond its reasonable control.

12. Indemnification

You agree to indemnify, defend, and hold harmless Milkvilla Private Limited, its co-founders, directors, officers, employees, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorney's fees) arising out of or related to:

• Your use or misuse of the Platform or our products;
• Your violation of these Terms or any applicable law or regulation;
• Your violation of any rights of a third party, including intellectual property rights;
• Any content or information you provide through the Platform that is false, misleading, or inaccurate;
• Any claim by a third party arising from your actions or omissions in connection with the Platform.

This indemnification obligation shall survive the termination of your account and these Terms.

13. Dispute Resolution & Governing Law

• These Terms shall be governed by and construed in accordance with the laws of India.
• Any dispute shall first be resolved through customer support escalation. You agree to contact Milkvilla's customer support team and allow a reasonable period of at least 15 business days for resolution before initiating any formal legal proceedings.
• If the dispute cannot be resolved through customer support, the parties may attempt to resolve it through mediation or arbitration in accordance with the Arbitration and Conciliation Act, 1996, as amended. The seat of arbitration shall be Muzaffarpur, Bihar.
• Formal legal proceedings shall be subject to the exclusive jurisdiction of courts in Muzaffarpur, Bihar.

14. Force Majeure

Milkvilla shall not be held liable for any failure or delay in performance of its obligations under these Terms resulting from events beyond its reasonable control, including but not limited to:

• Natural disasters, floods, earthquakes, epidemics, or pandemics;
• War, civil unrest, terrorism, or government sanctions;
• Strikes, labour disputes, or supply chain disruptions;
• Power outages, internet or telecommunications failures, or server downtime;
• Government orders, regulations, restrictions, or lockdowns;
• Severe weather conditions, road closures, or transport disruptions affecting delivery operations.

During any force majeure event, Milkvilla's obligations shall be suspended for the duration of the event. Milkvilla shall make reasonable efforts to resume services as soon as practicable once the force majeure event subsides.

15. Communication & Recording

• All communications with Milkvilla support (calls, emails, chats) may be recorded for quality assurance, training, and dispute resolution purposes.
• By using the Platform and contacting our support channels, you consent to the recording and use of such communications as described above.
• Milkvilla may contact you via phone, SMS, email, push notifications, or in-app messages for service-related updates, promotional offers, and important notices. You may opt out of promotional communications through the app settings or by contacting support.

16. Modifications to Terms

• Milkvilla reserves the right to update, modify, or replace these Terms at any time at its sole discretion. Changes will be effective immediately upon posting on the Platform.
• The "Last updated" date at the top of this page indicates when the Terms were last revised.
• Your continued use of the Platform after any modifications to these Terms constitutes your acceptance of the revised Terms.
• It is your responsibility to review these Terms periodically. If you do not agree to the modified Terms, you must discontinue use of the Platform.

17. Privacy Policy

Your use of the Platform is also governed by our Privacy Policy, which describes how we collect, use, store, and protect your personal information. By using the Platform, you consent to the practices described in the Privacy Policy.

18. Contact Information

If you have any questions, concerns, or feedback regarding these Terms and Conditions, please contact us:

Milkvilla Private Limited

Sy 5/4, Halanayakanahalli Lake Road, Bangalore, Karnataka 560035, India

Phone: +91-9006890881

Email: [email protected] | [email protected]