These Terms & Conditions ("Terms") govern your access to and use of the Fresh Catch website, mobile application, and ordering services (collectively, the "Platform"), operated under the Fresh Catch Kiosk initiative of the Department of Animal & Fisheries Resources, Government of Bihar, in partnership with the Bihar Infrastructure Fish Development Corporation (BIFDC). By placing an order, creating an account, or otherwise using the Platform, you agree to be bound by these Terms.
1. About Fresh Catch
Fresh Catch is a government-backed retail and e-commerce initiative under the Bihar Aquaculture Investment Plan (BAIP), aimed at providing citizens with fresh, hygienic, and traceable fish sourced directly from Farmer Interest Groups (FIGs) and aggregation centres across Bihar, through a network of physical kiosks and this online Platform.
2. Eligibility
You must be at least 18 years of age to place an order on the Platform. If you are a minor, an order may only be placed by a parent or legal guardian on your behalf.
You agree to provide accurate, current, and complete information during registration and ordering, including a valid mobile number and delivery/pickup address.
3. Products Offered
Fresh Catch offers fish and fish-based products through the Platform, which may include live fish, chilled/fresh fish, cleaned and cut fish, and other value-added products, depending on availability at your selected store and seasonal supply.
Product availability, species, cuts, and pricing vary by store and are displayed at the time of order. Fresh Catch makes reasonable efforts to display accurate information regarding species, weight, source, and harvest details, consistent with our quality and traceability commitments.
Given the nature of fresh and live fish, exact weights at the time of delivery/pickup may vary slightly from the weight selected at the time of order. Final billing shall be based on the actual weighed quantity at handover.
Live fish availability is subject to store location, season, and supply conditions and may not be available for online ordering at all times or all stores. Where live fish delivery is not feasible, the Platform may offer the product as fresh/chilled instead, with the customer's consent at checkout.
4. Store Selection & Fulfilment
The Platform operates on a store-linked model. You must select your nearest Fresh Catch store at checkout; product availability, pricing, and delivery charges are determined by your selected store.
Fresh Catch offers two fulfilment options, subject to availability at your selected store:
- Home Delivery — orders are delivered to the address provided, within the delivery slot/timeframe communicated at checkout or via order confirmation.
- Store Pickup — orders may be collected directly from the selected Fresh Catch kiosk during its operating hours.
Fresh Catch kiosks remain closed every Tuesday as a standard weekly off. Orders for home delivery or pickup will not be fulfilled on this day; the Platform will indicate adjusted timelines accordingly.
Delivery timeframes are estimates and may be affected by factors including weather, local transport conditions, and supply availability. Fresh Catch will make reasonable efforts to inform you of any delays.
5. Pricing & Payments
All prices displayed on the Platform are in Indian Rupees (INR) and are inclusive of applicable taxes unless stated otherwise.
Fresh Catch accepts payment through the digital payment modes made available on the Platform (UPI, debit/credit card, net banking, and other modes as enabled from time to time) as well as Cash on Delivery/Pickup where offered at your selected store.
Promotional offers, discounts, or special pricing may be introduced from time to time and are subject to the specific terms communicated at the time of the offer.
In the event of a pricing error on the Platform, Fresh Catch reserves the right to cancel the affected order and issue a full refund.
6. Order Cancellation
Orders may be cancelled by the customer prior to dispatch/preparation, through the Platform or by contacting the store directly.
Because fish is a perishable product procured against same-day or next-day demand, cancellations made after an order has been processed for dispatch may not be possible. Any amount already paid for an order cancelled after processing has begun will be assessed under the Return & Refund Policy.
Fresh Catch reserves the right to cancel an order, in full or part, due to non-availability of stock, inability to fulfil the order at the selected store, or other operational reasons, in which case a full refund will be processed.
7. Quality Commitment
Fresh Catch is committed to supplying fresh, hygienically handled fish, sourced through a traceable supply chain involving registered Farmer Interest Groups (FIGs), aggregation centres, and oxygenated/refrigerated transport, in accordance with the standard operating procedures laid down for the Fresh Catch Kiosk initiative.
Quality concerns regarding a delivered order should be raised as outlined in the Return & Refund Policy and may be escalated through our Grievance Redressal mechanism described below.
8. Grievance Redressal
Fresh Catch operates a structured, time-bound Grievance Redressal Mechanism for all stakeholders, including consumers.
You may submit a grievance through the "Submit Grievance" link on the Platform, the in-app/website grievance form, the store-level complaint box, the toll-free helpline, or by visiting your District Fisheries Officer's (DFO) office.
Grievances are addressed in a tiered structure:
- Level 1 (Kiosk Operator): consumer and minor operational complaints — addressed within 24–48 hours.
- Level 2 (District Fisheries Officer): unresolved or operational/supply issues — addressed within 3–5 working days.
- Level 3 (BIFDC / Directorate of Fisheries): complex or policy-level issues — addressed within 7–10 working days.
You may track the status of a submitted grievance using the "Track Grievance" facility on the Platform.
9. User Accounts & Conduct
You are responsible for maintaining the confidentiality of your account login credentials and for all activity conducted through your account.
You agree not to misuse the Platform, including submitting false orders, fraudulent payment information, or engaging in any activity that disrupts the Platform's operation or other users' experience.
10. Intellectual Property
All content on the Platform, including the Fresh Catch name, logo, branding, design, and content, is the property of the Department of Animal & Fisheries Resources, Government of Bihar, and/or its authorized partners, and may not be reproduced or used without prior written permission.
11. Limitation of Liability
Fresh Catch makes every effort to ensure product quality and timely fulfilment but, given the nature of fresh and live perishable goods and last-mile logistics, does not guarantee uninterrupted or error-free service.
To the extent permitted by law, Fresh Catch's liability for any claim arising from your use of the Platform shall not exceed the value of the order giving rise to the claim.
12. Changes to These Terms
Fresh Catch may revise these Terms from time to time to reflect changes in operations, regulatory requirements, or services offered. Updated Terms will be posted on the Platform with a revised "Last Updated" date, and continued use of the Platform constitutes acceptance of the revised Terms.
13. Governing Law & Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of India.
Any disputes arising out of or in connection with these Terms or use of the Platform shall be subject to the exclusive jurisdiction of the courts at Patna, Bihar, without prejudice to your right to first pursue resolution through the Grievance Redressal Mechanism described above.
14. Contact Us
For questions regarding these Terms, please reach out through:
- The Submit Grievance facility on the Platform
- Your nearest Fresh Catch store
- Office of the District Fisheries Officer (DFO)
- Directorate of Fisheries, Department of Animal & Fisheries Resources, Government of Bihar, Vikas Bhawan, New Secretariat, Patna – 800015