Effective Date: 1 May 2026 | Version 1.0
These Terms and Conditions (“Terms”) govern the access to and use of the GreLam mobile application and website www.grelam.com (collectively, the "GreLam Platform" or "Platform") and all related services offered through the Platform (together, the “Services”). These Terms include and incorporate the GreLam Privacy Policy, available at www.grelem.com/privacy-policy (“Privacy Policy”), and any additional guidelines, rules, or supplemental terms issued by GreLam from time to time (“Supplemental Terms”). The Privacy Policy and the Supplemental Terms form an integral part of these Terms. In the event of any conflict between these Terms and the Supplemental Terms, the Supplemental Terms shall prevail in respect of the specific service to which they apply.
These Terms constitute a binding legal agreement between GreLam, a company incorporated under the Companies Act, 2013, having its registered office at Sunland Residency, Rajarhat, Kolkata-700136, India (“GreLam”, “we”, “us”, or “our”), and you, the individual or entity accessing or using the Services (“you” or “User”). By downloading the app, creating an account, or otherwise using the Services, you represent that you are at least eighteen (18) years of age and have the legal capacity to enter into this agreement. If you are using the Services on behalf of a company or other legal entity, you represent that you have the authority to bind such entity to these Terms.
Please read these Terms and Conditions carefully before accessing or using the GreLam Platform. By creating an account, making a booking, subscribing to a Queue Management plan, or otherwise using any part of the Platform, you acknowledge that you have read, understood, and agreed to be bound by these Terms and all documents incorporated herein by reference.
These Terms constitute a legally binding agreement between you and GreLam Technology Solutions Private Limited. If you do not agree with any part of these Terms, you must immediately discontinue your use of the Platform.
| Company Name | GreLam |
| Registered Office | GreLam, Sunland Residency, Rajarhat, Kolkata-700136 |
| CIN | XXXXXXXXXXXXXXXXXXXX |
| Platform | GreLam Mobile App & Web Portal (the "GreLam Platform" or "Platform”) |
| Contact – Legal | admin@grelam.com |
| Contact – Support | support@grelam.com | 1800-XXX-XXXX (Toll-Free) |
| Website | www.grelam.com |
Unless the context otherwise requires, the following expressions shall have the meanings ascribed to them below:
"Account” means a registered user account created on the Platform by a Customer, Service Professional, or Establishment Partner, as the case may be.
"Applicable Law” means all central, state, and local statutes, rules, regulations, notifications, guidelines, orders, and judicial or quasi-judicial pronouncements in force in India that govern or apply to the subject matter of these Terms.
"Charges” means the amounts payable by a Customer for Professional Services, as displayed on the Platform at the time of booking, including any applicable taxes, convenience fees, safety fees, and out-of-pocket expenses.
"Customer” means any individual who has created an Account on the Platform and uses it to book Professional Services or access Queue Management features as an end-user.
"Establishment" means a business entity, institution, or organisation (including but not limited to clinics, hospitals, diagnostic laboratories, schools, colleges, parking facilities, government offices, salons, or retail outlets) that subscribes to the Queue Management Services offered through the Platform.
"Establishment Partner" means an Establishment that has entered into a separate agreement with GreLam for the integration and use of Queue Management Services.
"GreLam" means GreLam Technology Solutions Private Limited, a company incorporated under the Companies Act, 2013, and includes its affiliates, subsidiaries, and successors in interest.
"Platform” means the GreLam mobile application (iOS and Android), the web portal available at www.grelam.in, and any other digital interface operated by GreLam through which the Services are made available.
"Professional Services” means the home-based or on-site services rendered by a Service Professional to a Customer, including but not limited to plumbing, electrical work, appliance repair, cleaning, pest control, beauty and wellness services, painting, and carpentry. Professional Services are distinct from the Platform itself and are provided solely by the Service Professional.
"Queue Token” means a unique digital or numeric identifier issued to a Customer through the Platform that establishes their position in a virtual queue managed by an Establishment Partner.
"Queue Management Services” means the technology-enabled queue registration, monitoring, notification, and analytics services provided by GreLam to Establishment Partners and their end-users through the Platform, enabling orderly, digital management of walk-in or appointment-based queues at Establishments such as clinics, schools, and parking facilities.
"Service Professional” means an independent, third-party skilled individual registered on the Platform who offers and renders Professional Services to Customers. Service Professionals are not employees, agents, or partners of GreLam.
"Terms” means these Terms and Conditions, together with the Privacy Policy, the Cookie Policy, and any Supplemental Terms, all as amended from time to time.
"User Content” means any text, reviews, photographs, videos, feedback, or other material posted, uploaded, or submitted by a user on or through the Platform.
GreLam operates the Platform as a technology intermediary offering two distinct service verticals:
GreLam is a technology platform and acts solely as an intermediary. GreLam does not itself provide Professional Services and is not a party to any contract between a Customer and a Service Professional for the performance of Professional Services. Similarly, GreLam does not operate the Establishments and is not responsible for the services or experience delivered by an Establishment to its patrons.
The Platform is designed for use within the territory of India. Access from outside India is not prohibited but GreLam makes no representation that the Platform or its features are suitable, lawful, or available for use in any other jurisdiction. International users access the Platform at their own risk and are solely responsible for compliance with local laws.
Unless a separate written agreement has been executed with GreLam, the Platform is made available to Customers for personal, non-commercial use only. Any commercial use, resale, or sub-licensing of Platform access or Queue Tokens is strictly prohibited without prior written consent from GreLam.
As part of its operational service, GreLam may send you transactional messages, queue status updates, booking confirmations, promotional alerts, and service announcements via SMS, email, WhatsApp, or in-app push notifications. You may manage your communication preferences through the Platform settings. Opting out of certain communications may affect the quality or availability of Services.
GreLam may, at its sole discretion, issue GreLam credits, promotional credits, cashback rewards or referral bonuses (collectively, "GreLam Credits") to users. GreLam Credits are subject to the following conditions:
To create an Account on the Platform, you must: (i) be at least 18 years of age; (ii) be legally competent to contract under the Indian Contract Act, 1872; (iii) possess a valid mobile number registered in India; and (iv) not have had a previous Account suspended or terminated by GreLam for violation of these Terms.
Account registration requires you to provide accurate, current, and complete information, including your name, mobile number, email address, and delivery address. You agree to promptly update this information whenever it changes. GreLam reserves the right to verify your identity and may decline or suspend registrations that cannot be verified.
You are solely responsible for maintaining the confidentiality of your login credentials. You must notify GreLam immediately at support@grelam.com if you suspect any unauthorised access to your Account. GreLam will not be liable for any loss or damage arising from your failure to protect your credentials or from unauthorised use of your Account.
All activities conducted through your Account — whether by you or any third party — are your sole responsibility. GreLam is entitled to act upon instructions received through your Account without further verification unless you have reported a security breach.
Each individual Customer is permitted to maintain only one Account. Creation of multiple Accounts for the purpose of obtaining duplicate benefits, evading restrictions, or any other purpose is a violation of these Terms and may result in termination of all associated Accounts.
To book a Professional Service, you must: (i) select the desired service category on the Platform; (ii) choose a preferred date, time slot, and service location; (iii) review the applicable Charges; and (iv) confirm the booking by completing payment or selecting a permitted deferred payment option. GreLam will endeavour to confirm bookings promptly, but confirmation is subject to the availability of Service Professionals.
GreLam uses its proprietary matching algorithm to assign an appropriate Service Professional based on factors such as location, availability, skill set, and ratings. GreLam does not guarantee assignment of any specific Service Professional and reserves the right to substitute a Service Professional with an equivalent alternative if the originally assigned professional becomes unavailable.
A booking is confirmed when GreLam communicates a confirmation reference number to you via SMS, email, or push notification. The confirmation represents GreLam's acceptance of your request to facilitate the booking and does not constitute a guarantee of flawless service delivery by the Service Professional.
You may cancel a confirmed booking subject to the Cancellation Policy displayed on the Platform. Cancellations made within the time thresholds specified in the Cancellation Policy will attract a cancellation fee deducted from any refund due. Cancellation fees reflect operational costs already incurred by GreLam and the Service Professional, and are not penalties.
In the event a Service Professional cancels an assignment or is unavailable, GreLam will: (i) notify you promptly; (ii) offer a suitable substitute Service Professional; or (iii) process a full refund of any amounts paid, at your election. GreLam may also cancel a booking where there is evidence of fraud, a safety concern, or where fulfilment becomes impractical.
You agree to: (i) provide a safe, accessible, and reasonably clean environment for the Service Professional; (ii) be present or ensure an authorised adult is present during the service; (iii) disclose any relevant hazards, access restrictions, or health risks at the location; and (iv) treat the Service Professional with dignity and respect. Failure to comply may result in the Service Professional refusing to commence or continue the service, without entitlement to a refund.
GreLam's Queue Management Services enable Customers to join, monitor, and receive real-time updates about queues at participating Establishment Partners — including clinics, diagnostic centres, hospitals, schools, colleges, parking lots, government offices, and similar facilities — without needing to physically wait at the Establishment until their turn is near.
To join a queue at a participating Establishment, you must: (i) locate the Establishment on the Platform using the search or location filter; (ii) select the relevant service department or counter; (iii) confirm your registration, whereupon a Queue Token will be issued to you. Queue registration is subject to the Establishment's operating hours, capacity limits, and any Establishment-specific eligibility criteria.
A Queue Token is a digital position marker issued by the Platform. It does not guarantee a fixed appointment time, guaranteed service, or priority over other registered users. Queue position may be affected by: (i) walk-in patients or visitors at physical premises; (ii) emergency cases granted priority by the Establishment; (iii) system delays; or (iv) Establishment-specific rules overriding general queue order. GreLam is not responsible for any deviation from expected queue times.
GreLam will provide estimated wait-time notifications and queue-position updates through the Platform. These estimates are generated algorithmically and are indicative only. GreLam does not guarantee the accuracy of any estimated time of attendance and shall not be liable for any inconvenience or loss arising from delays, inaccurate estimates, or queue resets initiated by an Establishment.
The following describes typical queue flows for key Establishment types supported by GreLam. Actual procedures are subject to the Establishment Partner's configuration:
Establishment Partners are solely responsible for: (i) the quality, timeliness, and conduct of services rendered to Customers at their premises; (ii) configuring their queue parameters accurately on the Platform; (iii) adhering to the estimated service durations communicated through the Platform; and (iv) staff behaviour and Establishment safety. GreLam is not liable for any act, omission, negligence, or misconduct of an Establishment or its staff.
If you fail to present yourself at the Establishment within the grace period specified on the Platform after your turn notification, your Queue Token may be cancelled automatically, and your position in the queue will be forfeited. GreLam will not be liable for any inconvenience arising from a no-show cancellation.
You may cancel your Queue Token at any time before your turn is called, through the Platform. GreLam may implement a fair-use limit on repeated Queue Token cancellations to prevent misuse of the queue system.
The applicable Charges for each Professional Service will be displayed on the Platform prior to booking confirmation. Charges include the service fee payable to the Service Professional, a platform convenience fee retained by GreLam, and any applicable taxes. GreLam acts as a limited payment collection agent on behalf of Service Professionals. The Charges displayed are dynamic and may vary by geography, demand, and service complexity.
Queue registration for Customers is currently provided free of charge at participating Establishments. GreLam reserves the right to introduce nominal Queue Token registration fees for specific premium Establishments or priority queue features, with prior notice on the Platform.
All Charges and fees are exclusive of applicable taxes (including Goods and Services Tax) unless expressly stated otherwise. Applicable taxes will be added and displayed at checkout. You are responsible for any tax obligations arising from your use of the Platform.
GreLam supports payment through credit cards, debit cards, net banking, mobile wallets, Unified Payments Interface (UPI), and any other methods listed on the Platform from time to time. Cash payments, where permitted, are payable directly to the Service Professional. GreLam reserves the right to modify, add, or withdraw available payment methods at any time.
Payment processing is handled by authorised third-party payment gateways. Processing is subject to the terms and security standards of such processors. GreLam is not responsible for payment failures, unauthorised charges, or delays caused by payment processors. Any amounts incorrectly debited will be refunded in accordance with the payment processor's policies.
Refunds are processed in the following circumstances: (i) booking cancelled before the cutoff period in accordance with the Cancellation Policy; (ii) service not rendered due to non-availability of a Service Professional and no suitable substitute provided; (iii) as required by Applicable Law. Refunds will be credited to the original payment source within 5 to 10 business days, subject to banking processing times. Charges that are duly earned and services that are rendered are non-refundable.
If you believe you have been incorrectly charged, you must raise a dispute through the Platform's Help section or by writing to support@grelam.in within 14 days of the transaction. GreLam will investigate and respond within 10 working days.
GreLam may offer subscription-based membership plans that provide Customers with discounted Charges, priority queue access, or other benefits. Subscription plans are subject to separate terms presented at the time of subscription and are incorporated into these Terms by reference. Subscriptions are non-transferable and may be cancelled in accordance with the specific plan's terms.
The Platform allows Customers and Service Professionals to post reviews, ratings, comments, photographs, and other content. By submitting User Content, you represent and warrant that: (i) you are the original author or rights holder of the content, or have obtained all necessary permissions; (ii) the content does not violate any third-party intellectual property rights, privacy rights, or Applicable Law; and (iii) the content is accurate, fair, and not misleading.
By submitting User Content, you grant GreLam a non-exclusive, royalty-free, worldwide, perpetual, irrevocable, and sub-licensable licence to reproduce, publish, modify, adapt, translate, distribute, and display the User Content in connection with operating and improving the Platform and for promotional purposes. This licence survives termination of your Account.
You must not submit User Content that: (i) is defamatory, abusive, obscene, hateful, or harassing; (ii) contains personally identifiable information about third parties without their consent; (iii) promotes violence, discrimination, or illegal activity; (iv) constitutes spam or unsolicited commercial communication; (v) infringes any intellectual property rights; or (vi) violates any provision of Applicable Law. GreLam reserves the right to remove any User Content at its sole discretion, without prior notice.
Reviews and ratings submitted by Customers about Service Professionals, and vice versa, must be honest, first-hand, and relate to an actual transaction completed on the Platform. Fake, incentivised, or retaliatory reviews are prohibited. GreLam uses ratings to maintain quality standards and may suspend or remove users who engage in review manipulation.
GreLam's collection, storage, use, and sharing of your personal data is governed by its Privacy Policy, accessible at www.grelam.in/privacy-policy and incorporated herein by reference. By using the Platform, you consent to the practices described in the Privacy Policy.
You consent to GreLam collecting and processing your data for the purposes of: (i) providing and improving the Services; (ii) personalising your experience on the Platform; (iii) sending communications described in Section 2(e); (iv) generating anonymised analytics and trend reports; (v) fraud detection and security monitoring; and (vi) legal compliance and regulatory reporting.
GreLam may share your data with: (i) Service Professionals, to the extent necessary to fulfil a booking; (ii) Establishment Partners, to facilitate queue management; (iii) authorised payment processors; (iv) analytics providers under data processing agreements; and (v) law enforcement or regulatory authorities where required by Applicable Law. GreLam does not sell personal data to third parties for their independent marketing purposes.
The Platform requires access to your device's location to enable nearby service and Establishment discovery, and to route Service Professionals to your location. Location data is processed in accordance with the Privacy Policy and may be stored for a limited period for fraud prevention and service analytics.
In the context of Queue Management Services at health-related Establishments, GreLam may facilitate the display of a token number associated with a healthcare appointment. GreLam does not store or process your medical records, diagnoses, or clinical data. Any health-related data shared with an Establishment is subject to that Establishment's own privacy practices.
All intellectual property rights in and to the Platform, including but not limited to the software code, databases, architecture, algorithms, queue management engine, user interface design, graphics, icons, brand name, logo, domain names, trade dress, and all content created by GreLam, are the exclusive property of GreLam Technology Solutions Private Limited or its licensors. These rights are protected under the Copyright Act, 1957, the Trade Marks Act, 1999, the Patents Act, 1970, the Information Technology Act, 2000, and all other applicable intellectual property laws of India and international conventions.
Subject to your continued compliance with these Terms, GreLam grants you a limited, revocable, non-exclusive, non-transferable, non-sub-licensable licence to access and use the Platform solely for its intended purposes. This licence does not include any right to: (i) reproduce, distribute, or create derivative works of any Platform content; (ii) reverse-engineer, decompile, or disassemble any part of the Platform; (iii) use GreLam's name, logo, or marks for any commercial purpose; or (iv) cache or mirror the Platform.
If you provide suggestions, ideas, or feedback to GreLam regarding the Platform, you acknowledge that such Feedback is voluntary and that GreLam may use it freely, without obligation of confidentiality, attribution, or compensation.
The Platform may display logos, brand names, or marks belonging to third-party Establishment Partners or service categories. Such marks are the property of their respective owners, and their appearance on the Platform does not constitute an endorsement by GreLam or a claim of ownership by GreLam.
You agree not to, and shall not permit any third party to:
The Platform and all content therein are provided on an 'as is' and 'as available' basis without any representations or warranties of any kind, express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, title, accuracy, or non-infringement. GreLam does not warrant that the Platform will be uninterrupted, error-free, free of viruses, or that defects will be corrected.
GreLam does not provide Professional Services and makes no representation regarding the quality, safety, legality, or suitability of any Professional Service offered by a Service Professional. GreLam does not verify the licences, certifications, or professional qualifications of Service Professionals beyond the checks disclosed in its vetting process summary on the Platform, and strongly recommends that Customers exercise independent judgment when booking any service.
Queue wait-time estimates and status notifications provided through the Platform are algorithmically generated and are indicative only. GreLam does not warrant the accuracy of any queue position estimate and accepts no liability for a Customer's failure to attend an Establishment in reliance on a Platform-generated estimate.
GreLam does not control, endorse, or guarantee the quality of services provided by Establishment Partners. Any grievances regarding the quality of a clinic consultation, school admission process, parking facility, or any other Establishment service must be addressed directly to that Establishment.
While GreLam endeavours to display accurate Charges, pricing errors may occasionally occur. In such cases, GreLam reserves the right to cancel the affected booking and issue a full refund, or offer the Customer the option to proceed at the corrected price.
To the maximum extent permitted by Applicable Law, GreLam, its directors, officers, employees, contractors, agents, licensors, and affiliates shall not be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages, including loss of profits, revenue, data, goodwill, or business opportunities, arising out of or in connection with these Terms or the Platform, even if GreLam has been advised of the possibility of such damages.
GreLam's total aggregate liability to you for any claim arising out of or in connection with these Terms shall not exceed the greater of: (i) the total amount paid by you to GreLam in the three calendar months immediately preceding the event giving rise to the claim; or (ii) INR 5,000 (Rupees Five Thousand). This cap applies to all claims in aggregate and not per incident.
You acknowledge that the limitations of liability set out in this Section reflect a reasonable allocation of risk, and are an essential basis of the bargain between you and GreLam. GreLam would not provide access to the Platform without these limitations.
Nothing in these Terms excludes or limits any right or remedy that cannot be excluded or limited by Applicable Law, including statutory consumer protection rights.
You agree to fully indemnify, defend (at GreLam's option), and hold harmless GreLam, its parent companies, subsidiaries, affiliates, and their respective officers, directors, employees, agents, and representatives, from and against any claim, demand, investigation, proceeding, loss, damage, liability, cost, or expense (including reasonable legal fees) arising out of or in connection with:
GreLam reserves the right to assume exclusive control of the defence of any claim for which indemnification is sought, at your cost. You agree to cooperate fully with GreLam in the defence of any such claim.
The Platform may contain links to or integrations with third-party websites, applications, or services, including but not limited to map services, payment gateways, and social media platforms. GreLam does not endorse, control, or assume responsibility for the content, privacy practices, or availability of any third-party service. Your use of third-party services is at your own risk and subject to such third party's terms and privacy policy. GreLam disclaims all liability in connection with your use of any third-party service accessed through the Platform.
These Terms are effective from the date you first access or use the Platform and continue until terminated in accordance with this Section.
GreLam may suspend, restrict, or permanently terminate your Account and access to the Platform, at any time, with or without notice, if:
You may terminate your Account at any time by submitting a deletion request through the Platform settings or by writing to support@grelam.in. Termination by you does not entitle you to a refund of any amounts already charged or earned by GreLam, except where required by Applicable Law.
Upon termination: (i) all licences granted to you under these Terms shall immediately cease; (ii) GreLam may retain your data for periods required by Applicable Law; (iii) all obligations that by their nature should survive termination — including indemnification, intellectual property, dispute resolution, and limitation of liability — shall continue in full force.
In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, GreLam has designated the following officer to address complaints and grievances:
| Designation | Grievance Redressal Officer |
| admin@grelam.com | |
| Address | GreLam, Sunland Residency, Rajarhat, Kolkata-700136, India |
| Working Hours | Monday to Friday, 9:00 AM to 6:00 PM (IST), excluding public holidays |
| Response Timeline | Acknowledgement within 72 hours; Resolution within 30 calendar days |
If your grievance is not resolved within 30 calendar days of submission, you may escalate the matter to GreLam's designated Nodal Officer at admin@grelam.com. If the escalated complaint remains unresolved, you may seek recourse through the National Consumer Disputes Redressal Commission or any other forum of competent jurisdiction.
These Terms shall be governed by and construed in accordance with the laws of India, without regard to its conflict of laws principles. The courts at Noida, Uttar Pradesh shall have exclusive jurisdiction over all disputes arising under these Terms, subject to the arbitration clause below.
Before initiating arbitration, the disputing party must first raise the dispute through GreLam's grievance redressal process under Section 16 and allow at least 30 days for resolution. If the dispute is not resolved within this period, either party may invoke arbitration.
Any unresolved controversy, claim, or dispute arising out of or relating to these Terms, the Platform, or any service facilitated through it, shall be referred to and finally resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996, as amended. The arbitral tribunal shall consist of a sole arbitrator mutually agreed upon by the parties, or, failing agreement within 15 days, appointed by the Noida district court. Arbitration proceedings shall be conducted in English, and the seat and venue of arbitration shall be Noida, Uttar Pradesh, India. The award shall be final, binding, and enforceable in any court of competent jurisdiction. Each party shall bear its own arbitration costs unless the arbitrator orders otherwise.
You agree that any arbitration or legal proceeding will be conducted solely on an individual basis and not as a class action, consolidated, or representative action. GreLam does not consent to class arbitration.
GreLam reserves the right to amend these Terms at any time. Updated Terms will be posted on the Platform with a revised effective date. Continued use of the Platform after the posting of revised Terms constitutes your acceptance of the changes. If you do not agree with the revised Terms, you must discontinue use of the Platform.
GreLam may modify, suspend, or permanently discontinue any feature or aspect of the Platform at any time, with or without notice. GreLam shall not be liable for any modification, suspension, or discontinuation of the Platform or its features.
If any provision of these Terms is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.
GreLam's failure to enforce any right or provision under these Terms shall not constitute a waiver of that right or provision. A waiver of any breach shall not be construed as a waiver of any subsequent breach.
You may not assign, transfer, or sub-license any of your rights or obligations under these Terms without GreLam's prior written consent. GreLam may assign these Terms or any of its rights or obligations to any affiliate, successor, or acquirer of all or part of GreLam's business, without prior notice to you.
GreLam shall not be liable for any delay or failure in performance resulting from causes beyond its reasonable control, including natural disasters, epidemics, government orders, internet outages, power failures, civil unrest, war, acts of terrorism, or failure of third-party service providers.
These Terms, together with the Privacy Policy, Cookie Policy, Cancellation Policy, and any Supplemental Terms applicable to specific services, constitute the entire agreement between you and GreLam with respect to the Platform and supersede all prior oral or written representations, negotiations, or understandings.
These Terms are drawn up in the English language. In the event of any translation being made available, the English version shall prevail in the case of any inconsistency.
All formal legal notices to GreLam must be sent in writing to legal@grelam.in or by registered post to: GreLam Technology Solutions Private Limited, 4th Floor, Sector 62, Noida, Uttar Pradesh – 201 309, India. Attention: Legal Department.
By using the GreLam Platform, you confirm that you have read, understood, and agreed to be bound by these Terms and Conditions in their entirety, including all documents incorporated by reference. If you are using the Platform on behalf of an organisation, you confirm that you have the authority to bind that organisation to these Terms.
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