Terms of service
1. Acceptance of Terms
By placing an order with Brown Bear Bakers (hereafter referred to as “we,” “our,” or “us”), you acknowledge that you have read, understood, and agreed to these Terms and Conditions. We’re excited to serve you and look forward to bringing sweetness to your day!
2. Order Placement and Confirmation
Orders may be placed via our official website or customer support channels.
You will receive an email or SMS confirmation upon successful order placement.
Prices on our website are subject to change without prior notice.
We reserve the right to refuse or cancel any order at our sole discretion, including in cases of suspected fraud or abuse.
3. Design and Color:
3.1. Cake Colors: We use only lighter shades of food colors to ensure compliance with food safety standards. Dark color variants are avoided due to potential health concerns.
3.2. Design Accuracy: All cakes are handcrafted by our chefs, and final designs may vary slightly. While we strive for precision, the delivered cakes typically match 80–90% of the reference images shown on our website.
4. Pricing and Payment
All prices listed on our platforms are in Indian Rupees (INR) and inclusive of applicable taxes unless stated otherwise.
Full payment must be made at the time of placing the order. We accept credit cards, debit cards, UPI, net banking, and approved e-wallets (e.g., Paytm, PhonePe, Google Pay).
5. Delivery and Pickup
Delivery is available within Hyderabad city limits or at locations where we are able to deliver outside city limits.
Delivery charges will be displayed during the checkout process.
While we strive to deliver at the requested time, delays may occur due to traffic, weather, or unforeseen issues. Brown Bear Bakers shall not be held liable for such delays. We recommend scheduling your delivery at least 2 hours before your celebration if refrigeration is available.
For self-pickup orders, customers are responsible for timely collection from the selected location.
Orders not collected on the scheduled pickup date may be discarded without a refund.
Customers must inspect their order upon receipt and report any issues immediately. If not reported immediately, we may be unable to offer assistance.
6. No Return, Exchange, or Cancellation Policy
Due to the perishable nature of our products, we do not accept returns, exchanges, or cancellations once an order has been confirmed.
Customers should carefully review order details before confirming and making payment.
We do not use artificial colors. Hence, intense or dark shades may not be available. On request, such colors may be used for "face-smash" cakes, and the customer waives objections in such cases.
7. Modifications Before Order Dispatch
Modifications may be allowed before the cake leaves our central bakery, subject to availability and feasibility.
All requests must be made via customer support and are not guaranteed.
Additional charges may apply for modifications.
8. Incorrect Orders
You have 1 hr from the time the cake image is shared with you to give us feedback and get it fixed.
9. Food Quality Assurance and Complaints
9.1 Our Commitment
We follow FSSAI standards and high hygiene protocols. All products are made in licensed kitchens using quality ingredients.
9.2 Customer Responsibilities
Store perishable products as instructed.
Consume within the recommended time on the label or as instructed.
We are not responsible for product deterioration due to improper storage or temperature abuse, including storing alongside curries or strongly aromatic foods.
9.3 Complaint Resolution Process
Submit complaints within 2 hours of delivery or pickup.
Email: info@brownbearbakers.com or WhatsApp: +91 88851 19110
Provide:
Order number
Description of the issue
Photos/videos
We aim to respond within 48 business hours.
9.4 Exclusions
Complaints will not be entertained for:
Personal dissatisfaction (taste, appearance, etc.)
Issues reported after 2 hours
Consumed or discarded products before inspection
Improper storage or customer mishandling
Mistakes made while placing the order
9.5 Allergy Disclaimer
Our products may contain or be exposed to allergens (nuts, dairy, gluten, soy, eggs, etc.). Brown Bear Bakers is not liable for allergic reactions. Please inform us of any allergies before placing your order.
10. Data Protection & Privacy
10.1 Information Collection
We collect personal information such as your name, contact number, email, delivery address, payment details, and order preferences to fulfill your orders efficiently and improve our services.
10.2 Use of Data
Your data may be used for:
Processing orders and providing customer support
Sending order confirmations and delivery updates
Marketing promotions (only with your consent)
Improving our platform and customer experience
10.3 Data Sharing
We do not sell or rent your personal data to third parties. Information may be shared with trusted partners (e.g., payment processors or delivery services) solely for order fulfillment or support services.
10.4 Data Storage and Security
Your data is stored securely and only accessed by authorized personnel. We employ appropriate technical and organizational measures to prevent unauthorized access, disclosure, or misuse.
10.5 Retention
Your personal data will be retained only as long as necessary for the purposes stated, or as required by applicable law.
10.6 Your Rights
You may request access, correction, or deletion of your personal data by contacting us at info@brownbearbakers.com.
You may opt-out of promotional messages at any time.
11. Governing Law
These Terms shall be governed by the laws of India. Disputes shall be subject to the exclusive jurisdiction of the courts in Hyderabad, Telangana.
12. Changes to Terms
We reserve the right to modify these Terms and Conditions at any time without prior notice. Updated terms will be posted on our website and take effect immediately.
12. Contact Us
For concerns, queries, or complaints:
Email: info@brownbearbakers.com
Phone/WhatsApp: +91 88851 19110
Website: www.brownbearbakers.com
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