Terms of service

(In accordance with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020)

Effective Date: 21 November, 2025
Last Updated: 12 January, 2026

These Terms of Service govern your access to and use of the website operated by Mittai & Karam, owned and operated by Cafeworks Hospitality LLP, a business incorporated under the laws of India, having its registered office at The Storez, Bhoomi buildings, OMR Rd, near Lord Shiva temple, Navalur, Chennai, Tamil Nadu 600130.

By accessing our website or placing an order, you agree to be bound by these Terms.

Eligibility

By using this website, you represent that:

  1. You are at least 18 years of age, or accessing the website under the supervision of a parent or legal guardian.
  2. You are legally competent to enter into binding contracts under the Indian Contract Act, 1872.
  3. The information provided by you is accurate and complete.

Nature of Products

We sell freshly prepared Indian snacks that:

  1. Are perishable food products
  2. Have short shelf lives
  3. Are made in small batches using natural ingredients
  4. May vary slightly in taste, texture, or appearance due to artisanal preparation

Due to the perishable nature of our products, timely consumption and proper storage are essential.

Account Registration

To place orders, you may be required to provide personal details including name, contact number, email address, and shipping address.

You agree to:

  1. Provide accurate and up-to-date information
  2. Maintain confidentiality of your login credentials (if applicable)
  3. Accept responsibility for all activities under your account

We reserve the right to suspend or terminate accounts that provide false or misleading information.

Product Information & Pricing

We strive to ensure that:

  1. Product descriptions are accurate and not misleading
  2. Prices are clearly displayed inclusive of applicable taxes
  3. Shipping charges are disclosed before checkout

However:

  1. Minor variations in color, texture, or packaging may occur.
  2. Prices are subject to change without prior notice.
  3. In case of pricing errors, we reserve the right to cancel the order and issue a refund.

Orders & Acceptance

An order placed on our website constitutes an offer to purchase.

We reserve the right to:

  1. Accept or reject any order at our discretion
  2. Cancel orders due to unavailability, pricing errors, or suspected fraudulent activity
  3. Limit quantities per order

Order confirmation does not guarantee dispatch; it confirms receipt of your order request.

Payment Terms

We accept payment methods as displayed at checkout.

  1. All payments must be completed before dispatch (unless Cash on Delivery is offered).
  2. In case of payment failure, the order will not be processed.
  3. Refunds, where applicable, shall be processed to the original mode of payment within the stated timeline in our Refund Policy.

Shipping & Delivery

Delivery timelines are estimates and depend on third-party logistics providers.

Due to the perishable nature of our products:

  1. Customers must ensure availability to receive deliveries.
  2. We are not liable for spoilage caused by delayed acceptance of delivery.
  3. Risk transfers upon delivery to the address provided.

Further details are governed by our Shipping & Delivery Policy.

Cancellations, Returns & Refunds

Cancellations are permitted only before dispatch.

Returns and refunds are governed by our Return & Refund Policy and are limited to cases of:

  1. Damaged products
  2. Tampered packaging
  3. Puffed or compromised airtight packs
  4. Incorrect or expired items

As per the Consumer Protection (E-Commerce) Rules, 2020, returns shall not be denied where goods are defective, deficient, or not as described.

Food Safety & Storage Responsibility

Once delivered:

  1. Customers are responsible for proper storage as per label instructions.
  2. We are not liable for spoilage resulting from improper storage conditions.
  3. Products must be consumed before the stated best-before date.

Customers with allergies are advised to read ingredient lists carefully before consumption.

Prohibited Conduct

Users shall not:

  1. Use the website for unlawful purposes
  2. Attempt unauthorized access to systems
  3. Post false reviews or misleading content
  4. Engage in fraudulent transactions

We reserve the right to initiate appropriate legal action for misuse.

Intellectual Property

All website content including logos, product names, text, graphics, and images are the intellectual property of Mittai & Karam are protected under applicable intellectual property laws.

Unauthorized reproduction or commercial use is prohibited.

Limitation of Liability

To the maximum extent permitted under applicable law:

  1. Our liability shall be limited to the value of the product purchased.
  2. We are not liable for indirect, incidental, or consequential damages.
  3. We are not responsible for delays caused by third-party logistics providers beyond reasonable control.

Nothing in these Terms limits consumer rights under the Consumer Protection Act, 2019.

Indemnification

You agree to indemnify and hold harmless the Company from claims, damages, losses, or liabilities arising from:

  1. Breach of these Terms
  2. Misuse of products
  3. Violation of applicable laws

Force Majeure

We shall not be liable for failure or delay in performance due to events beyond our reasonable control, including natural disasters, government restrictions, transportation disruptions, or labor strikes.

Grievance Redressal (As per E-Commerce Rules, 2020)

In accordance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020:

Name: Bharathi Selvam Perumal
Designation: Grievance Officer
Email: feedback@thambivilas.in
Contact Number: 994336388

Complaints shall be acknowledged within 48 hours and resolved within one month from the date of receipt.

Governing Law & Jurisdiction

These Terms shall be governed by the laws of India.

Any disputes shall be subject to the jurisdiction of competent courts and consumer forums in [City, State], without prejudice to consumers’ statutory rights under applicable law.

Amendments

We reserve the right to modify these Terms at any time. Updated versions will be posted on the website with a revised “Last Updated” date.

Continued use of the website constitutes acceptance of the revised Terms.