Terms & Conditions

1. Eligibility and account

• You must be at least 18 years old, or using the Platform under the supervision of a parent/guardian, to place an order or hold a Puff & Brew Card balance.
• You are responsible for the accuracy of the information you provide (name, phone number, order details) and for maintaining the confidentiality of any OTP or session used to access your account.
• We may verify your identity by phone number (OTP) and may refuse service, suspend, or terminate any account at our sole discretion, including on suspicion of fraud, abuse, or misuse of promotions or the wallet.

2. Orders

• All orders are subject to acceptance by us. We may refuse or cancel any order at our sole discretion, including for stock unavailability, pricing/menu errors, suspected fraud, or operational constraints, in which case any amount already collected will be handled per our Refund & Cancellation Policy.
• Menu items, prices, images, descriptions, and availability are indicative and may change without prior notice. Images are for representation only and actual presentation may vary.
• Estimated preparation, pickup, or delivery times are estimates only and are not guaranteed. We are not liable for delays caused by factors outside our reasonable control (traffic, weather, third-party delivery partners, force majeure, technical failures, etc.).
• It is your responsibility to check the order summary, item customizations, and allergen information before confirming payment. Once an order is placed and preparation has begun, it cannot be modified.

3. Pricing and payment

• Prices displayed are in Indian Rupees (₹) and are inclusive of applicable taxes unless stated otherwise, and may change at any time without notice for future orders.
• If a pricing, tax, or calculation error occurs, we reserve the right to correct it and to cancel or refuse to honour an order placed at an incorrect price, refunding any amount collected.
• Payments are processed through third-party payment gateways/aggregators (including PhonePe and Paytm) and, where applicable, Firebase (Google) for authentication. We do not store your card, UPI, or bank credentials. Your use of these third-party services is also subject to their own terms and privacy policies, and we are not responsible for outages, delays, or errors on their part.
• Where a payment is deducted but the order is not confirmed on the Platform due to a gateway or network failure, resolution (refund or order confirmation) will follow our Refund & Cancellation Policy and applicable payment-aggregator timelines.

4. Puff & Brew Card (wallet)

• The Puff & Brew Card is a closed-loop, in-house store credit usable only for purchases on the Platform. It is not a bank account, deposit, or open-loop prepaid payment instrument, does not earn interest, and cannot be withdrawn, transferred to any other person, exchanged for cash, or redeemed at any other business.
• Top-ups are processed at your discretion and, once credited, are governed by our Refund & Cancellation Policy regarding refundability of unutilised balance.
• We may impose limits on top-up amounts, balance, or usage, and may suspend or close a wallet on suspicion of fraud, abuse, or violation of these Terms, subject to applicable law.
• We reserve the right to modify, suspend, or discontinue the Puff & Brew Card program at any time, subject to honouring or refunding any valid unutilised balance as required by applicable law.

5. Food safety and allergens

We take reasonable care in food preparation in line with applicable food safety regulations. However, our kitchen handles common allergens (milk, nuts, gluten, soy, egg, etc.), and we cannot guarantee any item is completely free of cross-contact. It is your responsibility to inform us of any allergy or dietary restriction before ordering; we are not liable for reactions arising from undisclosed allergies or sensitivities.

6. Acceptable use

You agree not to: misuse or attempt to manipulate promotions, discounts, or the wallet; interfere with or disrupt the Platform or its security; reverse-engineer, scrape, or resell access to the Platform; use the Platform for any unlawful purpose; or impersonate any person or provide false information.

7. Intellectual property

The Puff & Brew name, logo, recipes, menu design, photographs, and all other content on the Platform are the property of the Company or its licensors and are protected by applicable intellectual property laws. Nothing in these Terms grants you any right to use our branding or content except as necessary to use the Platform for personal, non-commercial ordering.

8. Disclaimer of warranties

Except as expressly required by applicable law (including the Consumer Protection Act, 2019 and rules made thereunder), the Platform and its content are provided “as is” and “as available” without warranties of any kind, whether express or implied, including as to merchantability, fitness for a particular purpose, uninterrupted availability, or error-free operation.

9. Limitation of liability

To the fullest extent permitted by applicable law, the Company’s total liability to you arising out of or relating to any order or these Terms shall not exceed the amount actually paid by you for that specific order. The Company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, or goodwill, arising from your use of the Platform, even if advised of the possibility of such damages. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.

10. Indemnity

You agree to indemnify and hold harmless the Company, its owners, employees, and agents from any claim, loss, liability, or expense (including reasonable legal fees) arising out of your breach of these Terms, misuse of the Platform, or violation of any law or third-party right.

11. Changes to these Terms

We may update these Terms at any time by posting the revised version on the Platform with an updated “Last updated” date. Continued use of the Platform after changes are posted constitutes acceptance of the revised Terms. Material changes affecting your statutory rights will, where required by law, be separately notified.

12. Termination

We may suspend or terminate your access to the Platform at any time, with or without notice, for any breach of these Terms or for operational or legal reasons. Any unutilised Puff & Brew Card balance on termination will be handled in accordance with our Refund & Cancellation Policy and applicable law.

13. Governing law and dispute resolution

These Terms are governed by the laws of India. Subject to the grievance redressal process below, the courts at Chennai, Tamilnadu shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms.

14. Grievance redressal

In accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, any complaint or grievance regarding an order or the Platform may be directed to our Grievance Officer:

• Name: Grievance Manager
• Email: grievance@puffandbrew.com
• Address: Chennai

We aim to acknowledge complaints within 48 hours and resolve them within 30 days, as required by law.

15. Contact us

For any questions about these Terms, write to support@puffandbrew.com.