VINE AND EMBER HOSPITALITY – POLICIES, TERMS & CONDITIONS

Last Updated: 29 October 2025

Vine and Ember Hospitality (“we”, “us”, “our”) is committed to protecting your privacy and ensuring a transparent experience across all services.

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🔹 1. PRIVACY POLICY

Personal Information:

We collect your name, email, phone, address & payment details for orders and support.

Usage Data:

Device type, browser, IP, pages visited & site interactions.

Cookies & Tracking:

Used to enhance experience and analyze website use.

How We Use Info:

• Process & deliver orders

• Improve user experience

• Send updates & offers

• Comply with legal requirements

Sharing:

Service partners, legal authorities & analytics tools only.

🚫 We never sell your data.

Security: Strong measures in place, but no system is 100% secure.

Your Choices: Access/update/delete data or unsubscribe any time.

Children: Not intended for users under 18 without consent.

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🔹 2. ORDER CANCELLATION POLICY

Before Preparation: Cancel within 5 minutes or before cooking starts.

📧 talktous@vehospitality.in

📞 +91 8050714923 (share order number)

After Preparation/Dispatch: Cannot cancel once food is prepared or dispatched.

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🔹 3. REFUND POLICY

Applicable Cases:

• Cancelled in time → Full refund

• Incorrect/Missing/Damaged items → Report within 2 hrs with photos

• Failed transaction → Auto refund

Refund Timelines:

Initiated in 1–3 business days
Reflects in 5–7 days (bank dependent)
⚠️ COD orders not eligible for online refunds.

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🔹 4. DELIVERY POLICY

Orders accepted during operating hours (as on Swiggy/Zomato).

Usual delivery time: 30 mins – 1 hour (subject to traffic & partner availability).

You’ll get SMS or app updates once order is picked up.

Delays: In rare cases (weather/traffic), contact us for resolution.

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🔹 5. RETURNS & REPLACEMENTS

No returns due to FSSAI food-safety rules.

Replacements/partial refunds offered only for:

• Wrong item

• Missing item

• Spoiled food

Report within 2 hours:

📧 talktous@vehospitality.in

📞 +91 8050714923

Include order number + photos.

Requests may be denied if food is consumed or altered.

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🔹 6. TERMS AND CONDITIONS

Last Updated: 29 October 2025

1️⃣ Acceptance of Terms

By ordering, reserving, or using our services, you agree to these Terms.

2️⃣ Services Offered

Dine-in | Takeaway | Delivery | Online Ordering | Catering (where available)

3️⃣ Account Registration

Accurate details required; users must be 18 +. Keep credentials secure.

4️⃣ Orders & Reservations

• Orders subject to availability & hours

• We may refuse/cancel at our discretion

• Reserved tables held 15 mins post time

5️⃣ Pricing & Payment

Prices in INR (inclusive of taxes); may change without notice.

Payment due at order placement; multiple modes accepted.

6️⃣ Delivery Terms

Service areas within Bangalore; times may vary; charges apply.

We use trusted partners but aren’t liable for their actions.

7️⃣ Cancellation & Refunds

Follow our policy above; refunds within 5–7 days when eligible.

8️⃣ Food Safety & Quality

We follow strict hygiene standards. Inform us of allergies before ordering.

9️⃣ Loyalty & Promotions

Subject to program rules; cannot combine offers unless stated.

🔟 Intellectual Property

All logos, content, and materials belong to Vine and Ember Hospitality.

1️⃣1️⃣ Customer Conduct

No abusive language, disruptive behavior, or false reviews.

1️⃣2️⃣ Limitation of Liability

Limited to order value; no liability for indirect or force majeure events.

1️⃣3️⃣ Privacy & Data

Handled as per our Privacy Policy. You may opt out of promotions any time.

1️⃣4️⃣ Modifications

We may update Terms at any time with immediate effect.

1️⃣5️⃣ Governing Law

Indian law applies; disputes under Bangalore jurisdiction.

1️⃣6️⃣ Contact Us

📧 talktous@vehospitality.in

📞 +91 8050714923

🕓 Mon–Sun | 10 AM – 10 PM IST

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