Terms of Service

1. Who May Use Our Services

You must be at least 18 years old and legally capable of entering a contract, or use the service under the supervision of a parent or legal guardian. If you order for another person or organisation, you confirm that you have authority to provide their delivery details and accept these Terms on their behalf.

2. Our Stores and Products

• Shelf Collection includes packaged products that may be shipped through a parcel carrier.
• Ready-to-Eat includes freshly prepared, time-sensitive food supplied for local pickup or local delivery.

Availability, service area, minimum order, preparation time, delivery method, price, portion, and customisation options may differ between the two stores and are the details displayed or confirmed for your particular order.

3. Your Order Information

You must provide accurate contact, delivery, map-pin, recipient, allergy, customisation, and payment information and remain reachable during fulfilment. Review the product, quantity, variant, preparation, address, and total before submitting an order. You are responsible for losses or extra delivery costs caused by incorrect information, subject to applicable law.

4. Order Acceptance and Cancellation

Product listings are invitations to place an order, not a guarantee of acceptance. An automated acknowledgement or payment authorisation does not by itself mean an order has been accepted. We may confirm, reject, limit, or cancel an order because of availability, service area, pricing or listing errors, safety concerns, suspected fraud, or circumstances that prevent fulfilment. If we cancel an amount already paid, it will be reversed or refunded as required by law and our Cancellation & Refund Policy.

Customer-requested cancellation depends on whether sourcing, preparation, personalisation, packing, or dispatch has begun. Fresh, customised, bulk, and made-to-order items may become non-cancellable once accepted and work has started.

Bhagi's Kitchen may cancel the whole order or only an affected item if raw meat, ingredients, packaging material, or another required input is unavailable, unsuitable, or unsafe, or if fulfilment becomes impracticable. We will not substitute a paid item without the customer's consent. For an availability cancellation by us, the amount collected for the unfulfilled item or order, including the corresponding delivery charge where applicable, will be initiated for refund to the original payment method within 24 to 48 hours. Banks, card networks, UPI providers, and payment gateways may take additional time to credit the refund.

5. Prices, Payments, and Chargebacks

• Prices and applicable delivery charges are those shown or confirmed before acceptance. Obvious pricing or technical errors may be corrected before fulfilment.
• Online payments are processed by authorised payment providers such as Razorpay. We do not ask for or store your card PIN, CVV, OTP, or UPI PIN.
• A payment failure, pending status, duplicate debit, or reversal does not confirm an order. Contact us with the transaction reference so the status can be verified.
• Only one coupon code may be applied to an order. Pulavs & Curries next-order rewards are created after successful payment but become active only after the qualifying order is delivered and marked done. They may be shared and remain valid for 30 days from activation. Loyalty treasure rewards remain linked to the qualifying mobile number. Applying or reserving a coupon without successfully completing payment does not redeem it. Rewards have no cash value, and unused value on a fixed-value reward can only be redeemed on an eligible order. Any stated minimum subtotal must be met before the reward is applied.
• Before raising a chargeback, contact us so we can investigate. Knowingly filing a false or duplicate chargeback, including after receiving or consuming an order, is prohibited. We may provide the payment provider with order, communication, and delivery evidence.

6. Food Information, Allergies, and Safety

Product photographs are illustrative. Handmade food may vary naturally in colour, shape, texture, weight, spice level, and appearance without being defective. Ingredient and allergen information is provided in good faith, but our home kitchen may handle nuts, dairy, gluten, sesame, and other allergens. Cross-contact cannot be ruled out unless we expressly confirm otherwise in writing for the specific order.

Tell us about allergies before ordering and do not consume an item if its seal, smell, appearance, temperature, or condition suggests it may be unsafe. Follow all storage, use-by, reheating, and serving instructions. Nothing in these Terms limits responsibility that cannot lawfully be limited for unsafe food, negligence, or other statutory obligations.

7. Delivery, Pickup, and Risk

Delivery and pickup are governed by our Shipping & Delivery Policy. Estimated times are not guarantees, but verified non-delivery, material delay, damage, or a wrong item will be addressed in accordance with law and our policies. Responsibility for safe storage and handling passes to the customer after confirmed delivery or pickup.

8. Returns, Refunds, and Complaints

Eligibility, reporting windows, evidence requirements, and remedies are described in our Cancellation & Refund Policy. Reporting windows help us investigate perishable and delivery issues; they do not remove a mandatory legal remedy. Do not discard, consume, alter, or transfer a disputed item where doing so would prevent a fair inspection, unless disposal is reasonably necessary for safety.

9. Reviews and Customer Content

Reviews must reflect a genuine experience with the product identified. Do not post fabricated reviews, private information, unlawful or defamatory content, threats, copied material, promotional spam, or content for which you lack rights. By submitting content, you grant us a non-exclusive, royalty-free licence to store, moderate, reproduce, and display it for operating and promoting Bhagi's Kitchen.

We may reject or remove content that violates these Terms, appears fraudulent, concerns a different product, or creates a legal or safety risk. We will not suppress a genuine critical review merely because it is negative.

10. Prohibited Conduct

• Impersonating another person, using stolen payment credentials, or placing orders without authority.
• Making false delivery, quality, safety, refund, or payment claims; altering evidence; or colluding with a recipient, rider, or third party.
• Repeatedly refusing genuine orders, exploiting pricing errors, creating duplicate identities, or manipulating coupons, rewards, referral benefits, or minimum-order rules.
• Scraping, automated ordering, interference, malware, unauthorised access, reverse engineering, or any act that harms the website, another customer, or our service providers.
• Threatening, harassing, or abusive communication with our team, delivery partners, or other customers.

11. Fraud Prevention and Enforcement

Where reasonably necessary, we may verify identity, contact details, location, payment ownership, or order intent; limit quantities or payment methods; pause or cancel an order; preserve relevant records; refuse an unsupported claim; restrict future service; contest a chargeback; recover lawful losses; or report suspected fraud or crime. These measures will be applied proportionately and do not prevent a genuine customer from raising a complaint or exercising a legal right.

12. Intellectual Property and Website Use

The Bhagi's Kitchen name, branding, recipes, photographs, text, design, and website content are owned by or licensed to us. You may use the website for personal purchasing only. Reproduction, commercial reuse, misleading association, or unauthorised exploitation is prohibited unless we give written permission.

13. Third-Party Services

Payments, maps, messages, hosting, parcel delivery, and local rider services may be supplied by third parties, including Razorpay, Delhivery, WhatsApp, Rapido, or Uber. Their own terms and privacy practices may apply. We remain responsible for our obligations as the seller but are not responsible for an independent third party's service beyond what applicable law requires.

14. Availability and Liability

We aim to keep product information and the website accurate and available, but temporary interruptions, stock changes, and reasonable errors may occur. To the maximum extent permitted by law, we are not liable for indirect or consequential loss that was not reasonably foreseeable. For a claim arising from an order, our aggregate contractual liability will ordinarily not exceed the amount paid for the affected order.

This limitation does not apply where the law does not permit it, including liability for fraud, wilful misconduct, negligence causing death or personal injury, unsafe food, or mandatory consumer rights.

15. Your Responsibility for Misuse

To the extent permitted by law, you are responsible for direct losses and reasonable costs caused by your intentional fraud, unlawful use, infringement of another person's rights, or material breach of these Terms. This does not require a consumer to indemnify us for our own negligence, legal breach, or failure to provide the contracted goods or services.

16. Privacy

Our collection, use, sharing, retention, and protection of personal data are described in our Privacy Policy. You must not submit another person's personal data unless you are authorised to do so.

17. Governing Law and Disputes

These Terms are governed by the laws of India. Please first contact our Designated Grievance Officer so we can investigate and attempt a fair resolution. Subject to any mandatory consumer forum, data protection authority, or other statutory jurisdiction, disputes will be subject to the competent courts in Hyderabad, Telangana.

18. Changes, Severability, and Contact

We may update these Terms prospectively when our services or legal obligations change. The version displayed when an order is accepted applies to that order unless the law requires otherwise. If one term is unenforceable, the remaining terms continue to apply. A delay in enforcing a term is not a waiver.

Questions or complaints may be sent to bhagiskitchen.helpdesk@gmail.com or WhatsApp +91 89782 98392. Full grievance details are available on our Contact Us page.