Terms of Use

These Terms of Use (“Terms”) govern your access to and use of the Faff platform, website available at usefaff.com (the “Website”), the WhatsApp-based service, the Faff Wallet and all the personal-assistant services we offer (together, “Services” or the “Platform”).

You accept these Terms when you visit the Website, complete onboarding, send us a task on WhatsApp, top up your Faff Wallet (defined below), pay a Subscription Fee (defined below), or otherwise use the Services.

The Terms between you (“user”, “you”, “your”) and Faff Technologies Private Limited (“Faff”, “we”, “us”, “our”) form a valid agreement under the Indian Contract Act, 1872.

Who We Are

Faff is a digital personal-assistant and task execution service. We take your everyday tasks, errands, and lifestyle needs and get them done for you. We act as your agents and execute tasks such as placing orders, making bookings, paying bills, scheduling appointments, and coordinating deliveries through a WhatsApp chat.

Registered name: Faff Technologies Private Limited
Registered office: VO-323, WeWork Prestige, Cube, Site No.26, Adugodi, Bangalore South, Bangalore- 560030, Karnataka
Customer support: WhatsApp +91 93520 32003
Email: anirudh@usefaff.com
Grievance Officer: see the Grievance Redressal section.

Our Services are currently offered in Bengaluru and Mumbai, and may be accessed from the Website, the Platform, and/or WhatsApp. All user interactions happen via WhatsApp, and onboarding takes place through a short web-based form and call.

Eligibility

You may use our Website, Platform and/or Services only if:

• You are at least 18 years old; and
• You must be able to enter into a legally binding contract under the Indian Contract Act, 1872.

If you ask us to run a task involving another person in your household (say, your spouse, parent, or child), you confirm that you are authorised to share their details with us to complete that task, and that; (i) you have made them aware of, and (ii) they are also bound by these Terms. If the task involves a child under 18, we will rely on your verifiable consent as parent or lawful guardian, in accordance with the applicable law.

Onboarding & Account Registration

Onboarding

Once we receive your inquiry, we begin the onboarding process. We share an online form with you to understand your requirements. The online form seeks details such as name, contact details, address, household information, the tasks/task categories you may like to use the Services for, preferences, and lifestyle context. This helps us personalise your experience. Once we receive your responses, we review if we are able to offer you our Services, and we may conduct a brief call with our team.

Account Registration

Your account is linked to the WhatsApp number you onboard with. You agree to:

• give us accurate information;
• keep your WhatsApp number, device and account secure;
• notify us promptly, in accordance with the Grievance Redressal section of these Terms, if you suspect unauthorised use of your account; and
• not impersonate anyone or share your account access.

We may decline onboarding, pause your account or end the Services if the information you give is inaccurate, incomplete or misleading, or if continuing the Services would expose us or any third party to legal, financial, regulatory or safety risk.

What We Do

On your instruction, we coordinate with third-party merchants, vendors, distributors, courier companies, pharmacies, quick-commerce apps, ride-hailing apps, home-service platforms, travel platforms and other service providers (each, a “Third-Party Provider”) to get a personal task done for you.

We act on your behalf by placing orders, making bookings, paying bills, scheduling appointments, coordinating deliveries, and keeping you updated on WhatsApp. Our services span 30+ everyday categories, including:

• Home & Utilities: home repairs, plumbing, electrical, gas connections and refills, cleaning, laundry.
• Travel & Bookings: flight and hotel bookings, itinerary planning, travel coordination, web-check-in, airport cabs. Visa documentation support is limited to coordinating bookings and confirmations; we will not create forged or unverifiable documents.
• Groceries & Errands: grocery orders, shopping, courier arrangements, pickup and drop coordination.
• Healthcare: medicine delivery, doctor / dentist appointments, diagnostic coordination. We are not a pharmacy and we do not dispense medicines. We will not source any prescription medicine (including Schedule H, H1 or X medicines) without a valid prescription.
• Bill Payments & Recharges: electricity, gas, internet, mobile recharges, processed via official biller channels and licensed payment apps.
• Couriers & Deliveries: pickups and tracking through Blue Dart, DTDC, Delhivery and similar.
• Personal Admin: reminders, wake-up calls, document management, follow-ups.
• Social Life & Gifting: event planning, gifting, restaurant and venue reservations.
• Alcohol Delivery: only through licensed retailers and only in cities/states where home delivery of alcohol to your address is legally permitted. We will not process alcohol-related requests where the law does not permit them, and we may ask for age verification.
• Other tasks on a case-by-case basis.

What We Will Not Do

We will not perform, and you agree not to request us to perform, any of the following:

• business, professional, commercial or employment tasks (for example, hiring, decks, market research, LinkedIn profile searches);
• anything illegal, fraudulent or deceptive, or that we reasonably suspect to be so;
• impersonating any person or entity, including you, or creating forged documents (including forged visas, IDs or travel records);
• buying or arranging restricted or prohibited items including narcotic drugs and psychotropic substances, prescription medicines without a valid prescription, weapons, hazardous chemicals, wildlife products, counterfeit or smuggled goods, or anything contrary to law;
• gambling, betting or wagering tasks not permitted at the place of performance; and
• anything that risks harm to any person, including you.

Faff is not a marketplace, manufacturer, retailer, courier, restaurant, hotel, airline, hospital, pharmacy, distributor, bank, payment system operator, payment aggregator, or prepaid-payment-instrument issuer. We don’t sell goods or services on our own account. When we complete a task for you, the underlying goods or services are the Third-Party Provider’s, not ours.

Our Role — We’re Your Limited Agent

When you send us a task, you appoint Faff as your limited agent under the Indian Contract Act, 1872, solely to complete that task on your behalf. As your agent:

• the contract for the underlying goods or services is between you and the Third-Party Provider;
• any product warranty, delivery commitment, service level, refund, replacement or after-sales obligation is owed to you by the Third-Party Provider under their terms;
• we will use reasonable care in choosing Third-Party Providers and in following your instructions, but we don’t control their availability, pricing, quality, conduct or delivery timelines;
• we may, in our reasonable judgement, decline or pause a task that is unclear, risky, contrary to these Terms, or that would require us to commit disproportionate time, money or risk; and
• you authorise us to confirm details with the Third-Party Provider, share the minimum personal data necessary to complete the task, and take incidental steps reasonably needed to deliver it.

Confirmations before we spend

Before we incur any cost on your behalf, place a confirmed order, or book a slot with a Third-Party Provider, we will share the details with you on WhatsApp about prices, options, screenshots and order fulfilment details and we will not proceed until you confirm. We do not add any mark-up, margin, fee or commission, to the prices quoted or charged by Third-Party Providers.

Standing instructions

You can give us a “standing instruction” for a recurring or pre-approved task (for example, “order my grocery list every Monday” or “refill my regular medicine when stock is low”). For tasks within a standing instruction, we will execute without a fresh confirmation each time, but we will (a) follow the parameters you have set, (b) tell you when we have acted, and (c) stop or pause on your request.

Alternate / unofficial vendors

Wherever possible we engage authorised, licensed or officially mapped vendors (for example, authorised gas distributors, licensed pharmacies, registered home-service platforms). Sometimes especially for urgent or emergency requests you may ask us to explore unofficial, alternate or local vendors. If you do, we will:

• clearly explain the trade-offs (no official records, no provider-level accountability, possible pricing or delivery uncertainty);
• ask for your explicit consent before engaging the alternate vendor; and
• document your consent in our chat log. By giving such consent, you accept that we can’t guarantee the licensure, authenticity, quality, timeliness or safety of goods or services provided by alternate vendors, and you agree that we will not be liable for any loss arising from your decision to use an alternate vendor.

Tasks involving medicines and prescriptions

If you ask us to procure medicines, you confirm that they are for your own personal use or for the personal use of a family member you are authorised to act for. You will share a valid prescription wherever one is required by law. We will check on quick-commerce, online medicine apps or local pharmacies (if urgently required) and will share medicine name, form, quantity, price, estimated time of arrival and a screenshot (where available) before placing the order.

We are not a pharmacy, we don’t dispense medicine, and we don’t give medical advice. Please read the manufacturer’s instructions and check with your physician.

Tasks involving identity documents

Some tasks (such as a new gas connection, hotel check-in or visa booking) require us to share copies of your identity or address proof with the Third-Party Provider. We’ll tell you in advance what’s needed and why, share only the documents you give us for that task, and only with the Third-Party Provider that needs them.

Vendor account credentials

We will never ask for your passwords. Where a task requires us to act within a Third-Party Provider’s app or website, we will either (a) use Faff’s own account on that platform with the order placed under your name and delivery address, or (b) coordinate so you log in and act yourself. If, for a specific task, you choose to share third-party account credentials with us (for example, a frequent-flyer login to redeem points or an e-commerce account to use store credit), we will use those credentials solely to complete that specific task, will not store them beyond it, and will not use them for any other purpose.

Service OTPs

Some tasks involve service-related one-time passwords (“OTP”) sent by the Third-Party Provider or a code that confirms service completion (for example, the food or groceries order delivery). Where this is relevant, we may receive it from the Third-Party Provider and share it with you (or the other way around). Service OTPs are used only for that task and are not used to access any of your own accounts. We will never ask you for an OTP, password or PIN tied to your bank, card, UPI, or any other financial or government account.

Subscription, Pricing & Renewal

The Services are offered on a monthly or quarterly subscription basis, depending on what you choose (“Subscription Fee”), for providing access to a number of tasks at our reasonable discretion. Subscription Fee is collected through permissible electronic channels. We do not store your full card number, CVV, UPI PIN, ATM PIN or net-banking password.

The Subscription Fee covers only our concierge and coordination service. It does not cover the actual cost of goods, services, bookings, or deliveries ordered on your behalf; those costs are billed separately through your Faff Wallet (see below) or through a direct-pay link.

Your subscription will be renewed only after we check in with you. You can cancel any time and the cancellation will take effect at the end of your current paid cycle. We will not impose cancellation charges on you, unless similar charges are borne by Faff because of a Third-Party Provider’s cancellation policy.

If Faff terminates your account or discontinues the Services other than on account of your breach of these Terms or any applicable law, Faff will refund to you the pro-rated unused portion of any prepaid Subscription Fee for the remainder of your then-current subscription cycle, calculated on a per-day basis. Such refund will be credited to the original payment method used for the Subscription Fee within 7 (seven) business days of the effective date of termination. For the avoidance of doubt, no refund of the Subscription Fee will be due where Faff terminates your account on account of your breach of these Terms or any applicable law, or where you voluntarily cancel in accordance with the preceding sub-clause.

The Faff Wallet

The Faff Wallet is not a bank account, a prepaid payment instrument (whether open, semi-closed or closed-system), or a digital wallet regulated under the Reserve Bank of India’s Master Directions on Prepaid Payment Instruments (“PPI Master Directions”). The balance held in your Faff Wallet represents a user-instructed, task-specific operational advance balance that you choose to keep with Faff solely to enable Faff, acting as your limited agent, to incur expenditure on your behalf in connection with your instructed tasks. The Wallet balance does not constitute funds held for the purpose of settling payments to Third-Party Providers. Faff does not allow the Wallet to be used for person-to-person transfers, and does not hold your funds for purposes unrelated to your instructed tasks. The balance in Faff Wallet is not available for general-purpose spending.

What is Faff Wallet?

The Faff Wallet is a user-instructed task-specific operational advance balance that you, the user, choose to keep with Faff. Before tasks that need payment to a Third-Party Provider (for example, a grocery order, a salon booking, an electricity bill or a courier pickup), you may top up an advance into your Wallet.

When you instruct us to do a paid task, we will: (a) tell you the cost, (b) wait for your confirmation (or act on a Standing Instruction), (c) disburse the corresponding amount from Faff’s own operational funds to the Third-Party Provider on your behalf, acting as your limited agent, and (d) recover that amount from your Wallet balance by debiting the corresponding sum on a one-to-one basis, as reimbursement of the advance Faff has made on your behalf.

The Faff Wallet is not, and we ask you not to use it as: (i) a bank deposit, (ii) a prepaid payment instrument, (iii) a digital wallet for general-purpose spending, (iv) a way to send money to any other person, (v) an investment, savings or interest-earning product, or (vi) a way to settle obligations to anyone other than your specific instructed Third-Party Providers.

Top-up, statements & top-up source

You can top up your Faff Wallet at any time through our payment aggregator. For every task payment we make, you will receive a confirmation showing the Third-Party Provider, the amount and the underlying invoice reference. You can ask for a Faff Wallet statement and we will provide you the same within reasonable time.

No Investment

All amounts in the Faff Wallet are customer advances held in trust for you. No interest accrues on the Faff Wallet, neither to you nor to Faff. Faff does not invest, lend out, pledge or otherwise use Wallet balances for its own purposes.

Withdrawal of unused balance

You can ask for your unused balance in Faff Wallet and we will refund it to the source payment method, or your UPI handle, or your bank account, whatever is technically feasible for us, within a reasonable period and consistent with applicable law. Refunds are subject to deductions for tasks already paid for, committed to, or in progress.

Agent reimbursement & Taxes

When we pay a Third-Party Provider on your behalf out of the Faff Wallet, the amount we debit equals the actual amount we paid them. We do not add any mark-up, margin, fee or commission. We will pass on the underlying invoice where the Third-Party Provider issues it in your name.

The Subscription Fee is subject to taxes under applicable laws.

Faff is not a Payment Aggregator, Payment Gateway or PPI issuer

Faff does not provide payment-aggregation, payment-gateway, prepaid-payment-instrument, banking or money-transmission services to you. Faff does not aggregate your funds for onward settlement to Third-Party Providers.

You agree that, Faff has a right to restructure the Faff Wallet by giving you reasonable notice.

Direct-pay alternative

If you prefer not to keep a Faff Wallet balance, you can ask us to share a direct payment link from the Third-Party Provider and you can pay them directly using your own card, UPI ID, net-banking, or cash on delivery.

Refunds in respect of Third-Party Provider transactions

Refunds from a Third-Party Provider (for example, for a cancelled hotel booking or a returned grocery item) are governed by their refund policy. We will coordinate with the Third-Party Provider on your behalf and credit any amount received from them back to your Wallet (or, if you prefer, to your source payment method, your UPI handle, or your bank account, whatever is technically feasible for us) within a reasonable period.

Third-Party Providers

Faff works with a wide range of leading e-commerce, travel, healthcare, courier, and home service providers, authorised gas distributors and licensed pharmacies, hotels, airlines and licensed alcohol retailers (where permitted), and other Third-Party Providers.

We are not responsible for their acts, omissions, delays, quality failures, pricing decisions or policies. The ultimate quality, delivery, refund, warranty and safety of any product or service obtained from a Third-Party Provider is governed by that Third-Party Provider’s own terms. Where a failure is caused by a Third-Party Provider, we will use reasonable efforts to assist you in coordinating with them for resolution, alternatives or refunds but we cannot guarantee outcomes.

Tools We Use

To deliver the Services responsibly and efficiently, we use/engage the services of the following service providers:

• Cloud hosting & storage: Google Cloud Platform (primary) and Amazon Web Services. Some of these environments may be located outside India (currently including US-based data centres).
• AI / Large-Language-Model tools: OpenAI and Anthropic (Claude). Our assistants may use these to draft messages, summarise long instructions, suggest next steps, and route tasks more efficiently.
• Payments: Razorpay (RBI-authorised payment aggregator) for Subscription Fees and Wallet top-ups.
• Messaging: WhatsApp / Meta — all chat with us happens on WhatsApp, and the WhatsApp Business platform’s own data and infrastructure policies apply to those messages.
• Website analytics: Google Tag Manager and basic Google Analytics on www.faffit.com. We do not run targeting or advertising cookies.

We do not use your personal data to train AI models. Where AI processes your message to generate a draft or a summary, that processing happens on a transient basis and we do not retain that data for model training.

Acceptable Use

Faff is an “intermediary” under the Information Technology Act, 2000, because we route and store messages between you and Third-Party Providers. The law requires us, and we require you, not to host, display, upload, send, share, transmit, store or update through our Services any information that:

• belongs to another person and to which you do not have any right;
• is obscene, pornographic, paedophilic, invasive of another’s privacy (including bodily privacy), insulting or harassing on the basis of gender, racially or ethnically objectionable, encouraging money laundering or gambling, or promoting enmity between groups;
• is harmful to a child in any way;
• infringes any patent, trademark, copyright or other proprietary right;
• deceives or misleads about the origin of a message, or is misinformation or patently false content;
• impersonates any other person;
• threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign States, or public order, or incites the commission of any cognisable offence;
• contains a software virus or any other code designed to interrupt, destroy or limit the functionality of any computer resource;
• violates any law in force, including any synthetic or AI-generated content that is unlawful under applicable law.

If you ask us to do something illegal, we will refuse and may, in addition to suspending or terminating your access, preserve and disclose your information to law-enforcement or other authorities to the extent required by law.

Periodic Reminder

At least once every twelve months, we will inform you, in a simple manner on WhatsApp or by email, about these Terms, the Privacy Policy and any change to them or our right to suspend, terminate or remove access for non-compliance.

Communications & Marketing

By onboarding, you agree that we may contact you on WhatsApp, by SMS, by phone and by email for service-related messages, task updates, payment requests, reimbursement requests, renewal reminders, customer feedback and important notices. You can opt out of marketing or promotional content any time by telling us on WhatsApp. You cannot opt out of essential service communications while your account is active.

Intellectual Property

The Website, the Faff name, logo, assistant scripts, SOPs, prompts, designs, software, illustrations and copy are owned by or licensed to Faff and protected by law. You may use them only to access the Services for your personal, non-commercial use. You must not copy, scrape, frame, mirror, reverse-engineer, resell, sublicense or commercially exploit any part of the Services without our prior written consent. If you send us suggestions or feedback, you agree that we can use them to improve the Services without owing you anything in return.

Disclaimers

The Services are provided on an “as is” and “as available” basis. To the maximum extent permitted by law, we do not warrant that the Services will be uninterrupted, error-free, timely, or secure against every threat, or that Third-Party Providers will perform to your satisfaction. The categories of tasks listed on the Website are illustrative and are not a binding commitment that any specific task will be available to you at any given time.

We are not responsible for the quality, safety, legality, authenticity, accuracy, completeness or fitness-for-purpose of goods or services supplied by Third-Party Providers, including any unofficial or alternate vendor engaged with your explicit consent. Their terms and policies apply to those transactions.

Limitation of Liability

To the maximum extent permitted by law:

• we will not be liable for any indirect, incidental, special, consequential, punitive or exemplary loss, or for any loss of profits, revenue, business, opportunity, goodwill, savings or data, arising out of or in connection with your use of the Services;
• our total aggregate liability to you for any and all claims arising out of or relating to the Services in any twelve-month period will not exceed the Subscription Fees actually paid by you to Faff in that period; and
• nothing in these Terms limits any liability that cannot be limited under applicable law, including for gross negligence, wilful misconduct, or fraud.

Indemnification

You agree to indemnify and hold harmless Faff, its directors, officers, employees and authorised agents from and against any claim, loss, damage, liability or expense (including reasonable legal fees) arising out of: (a) your breach of these Terms or any law; (b) any task you ask us to perform that turns out to be unlawful or that infringes another person’s rights; (c) your decision to engage an unofficial or alternate vendor with your explicit consent under the Our Role section; or (d) inaccurate, misleading or fraudulent information you provide to us or to a Third-Party Provider through us.

Suspension & Termination

You can stop using the Services and cancel your subscription at any time as set out in the Subscription, Pricing & Renewal section. We may suspend or terminate your access wholly or in part with or without notice if we reasonably believe that you have breached these Terms or any law, if your Wallet balance is insufficient and you have not topped up after reminders, if continuing the Services would expose Faff or any third party to legal, financial, regulatory or safety risk, or if we are required to do so by law or by a competent authority. On termination for any reason:

• Faff Wallet balance: We will refund your unused Faff Wallet balance in accordance with these Terms;
• Subscription Fee: No refund of the Subscription Fee will be due where you cancel voluntarily (in which case your subscription continues until the end of the current paid cycle) or where Faff terminates your account on account of your breach of these Terms or any applicable laws. Where Faff terminates your account or discontinues the Services other than on account of your breach, Faff will refund the pro-rated unused portion of your prepaid Subscription Fee for the remainder of the current subscription cycle, calculated on a per-day basis and credited to your original payment method within 7 (seven) business days of the effective date of termination; and
• Tasks in progress: We will use reasonable efforts to complete or properly hand off any task that is materially in progress at the time of termination, unless doing so would expose Faff or any third party to risk.

Privacy

Your privacy matters to us. Our Privacy Policy explains what personal data we collect, why, how we use it, your rights, and how to reach our Grievance Officer/data-protection contact. The Privacy Policy is incorporated into these Terms by reference. By using the Services, you confirm that you have read the Privacy Policy and that you give us informed consent to process your personal data as described in it. Please read it together with these Terms.

Force Majeure

Faff will not be liable for any delay or failure caused by events beyond its reasonable control including acts of God, fire, flood, earthquake, riot, war, pandemic or epidemic, government action, payment-rails or WhatsApp/Meta outages, Third-Party Provider failures, omissions, internet outages, or strikes.

Grievance Redressal

If you have any issue with the Services, with content on our platform, with a task we handled, or with how we handle your personal data, please contact our Grievance Officer:

Name: Anirudh Mittal
Designation: Grievance Officer
Email: anirudh@usefaff.com
Phone / WhatsApp: +91 93520 32003
Postal address: MM Manor House, 5-E, 14th C Cross Rd, Sector 6, HSR Layout, Bengaluru, Karnataka 560102
Working hours: Monday to Friday, 10:00 to 18:00 IST.

Our Grievance Officer will acknowledge your complaint within 24 hours and resolve it within:

• (i) 15 days for most complaints; and
• (ii) one month, or such shorter period as may be prescribed, for consumer complaints.

Changes to These Terms

We may update these Terms from time to time. We will post the updated version on the Website along with the “Last updated” date, and for material changes, we will tell you on WhatsApp or by email. Your continued use of the Services after the effective date means you accept the updated Terms.

Governing Law & Jurisdiction

These Terms are governed by the laws of India. The courts at Bengaluru, India, will have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, or in connection with our Services.

Dispute Resolution

Before initiating formal legal proceedings, the parties will attempt to resolve any dispute by first raising it with Faff’s Grievance Officer under the Grievance Redressal section. If the dispute remains unresolved after the applicable Grievance Officer timeline, either party may escalate it to a senior representative of Faff by written notice; the parties will then negotiate in good faith for 15 (fifteen) days from such notice before commencing formal proceedings. Nothing in this paragraph limits either party’s right to seek urgent interim or injunctive relief from a court of competent jurisdiction.

Miscellaneous

If any part of these Terms is found to be unenforceable, the rest will continue in force. Our failure to enforce a right at any time does not waive that right later. You may not transfer your account or your rights under these Terms without our consent. We may transfer or assign these Terms (in whole or in part) to an affiliate or successor in the ordinary course of business. These Terms, together with the Privacy Policy, are the entire agreement between you and Faff in relation to the Services and supersede any earlier discussions or arrangements.

Survival

The termination or expiry of these Terms will not affect the continued operation of the following sections, which will survive indefinitely or for such period as is stated or necessarily implied: Our Role — We’re Your Limited Agent, Intellectual Property, Disclaimers, Limitation of Liability, Indemnification, Grievance Redressal, Governing Law & Jurisdiction, Survival, and any obligation to refund the unused Faff Wallet balance in accordance with the Subscription, Pricing & Renewal section. Any rights or obligations that have accrued prior to the date of termination will not be affected.