1. Introduction & Overview

At The Coffee Lab ("we", "our", or "us"), operating at Kazam Residency, Samatha Colony, Tolichowki, Hyderabad, Telangana 500008, we value and respect your privacy. This Privacy Policy details how we collect, handle, store, and protect your personal information when you visit our website, utilize our online brew calculators, place dine-in, takeaway, or delivery orders, or interact with our digital advertisements across Google, Instagram, and Meta platforms.

2. Information We Collect

• Contact & Identification Data: Full name, telephone/WhatsApp contact number, and electronic mail address provided during table reservations or order placement.
• Order & Fulfillment Details: Table selection for dine-in orders, hyperlocal delivery address for delivery orders, order customization preferences (e.g., milk choices, sweetness levels), and barista special instructions.
• Technical & Device Telemetry: Anonymized Internet Protocol (IP) address, browser client information, operating system, and interaction analytics collected via strictly managed cookies.
• Communications Data: Any feedback, inquiry forms, or customer service tickets submitted via our website or direct WhatsApp customer service channels.

3. How We Use Your Information (Legal Grounds)

We process your personal information strictly for legitimate commercial and regulatory purposes:

• To prepare, fulfill, and deliver your food and beverage orders accurately.
• To transmit order status updates and digital transaction receipts via WhatsApp or electronic messaging.
• To manage table and sensory cupping reservations efficiently.
• To analyze website usage, optimize menu displays, and resolve technical issues.
• To comply with regulatory standards established by the Food Safety and Standards Authority of India (FSSAI) and the Greater Hyderabad Municipal Corporation (GHMC).

4. Cookies & Advertising Pixels (Google & Meta Disclosure)

Our website uses first-party session cookies to manage your active order tray and remember your dietary preferences. With your consent, we may also utilize standard analytics and conversion tags, including Google Analytics and the Meta Pixel, to understand traffic patterns and measure the effectiveness of our local social media advertisements.

You maintain full authority to disable non-essential cookies at any time via your browser settings or our on-page cookie preferences banner without compromising your ability to browse our menu.

5. Information Sharing & Third-Party Disclosure

We never sell, rent, monetize, or trade your personal data. Information is shared solely with trusted service providers necessary for business execution:

• Hyperlocal Delivery Partners: Sharing recipient name, contact number, and delivery address to deliver fresh meals.
• Payment Aggregators & UPI Providers: Secure payment handshakes via authorized banking and UPI systems (GPay, PhonePe, Paytm).
• Regulatory Authorities: Where legally mandated by applicable laws or statutory inspections in Telangana, India.

6. Data Security & Storage Safeguards

All communications between your browser and our servers are encrypted using modern Transport Layer Security (TLS 1.3 / SSL). Data is stored within secured environments with strict role-based access limits.

7. Your Data Protection Rights

Under India's Digital Personal Data Protection Act, 2023 (DPDP Act) and global best practices, you possess the right to:

• Request an audit or summary of personal information we store regarding you.
• Request correction or rectification of incomplete or inaccurate records.
• Request erasure of your customer profile and historical contact records.
• Withdraw consent for marketing communications at any time.

8. Grievance Officer & Data Inquiries

1. Agreement to Terms

By accessing, browsing, or utilizing the digital ordering features on The Coffee Lab website, you acknowledge that you have read, understood, and agreed to be legally bound by these Terms and Conditions and our Privacy Policy. If you do not accept these terms, please refrain from using our online services.

2. Business Entity & Statutory Identity

The Coffee Lab operates as a registered culinary and cafe establishment under the provisions of the Telangana Shops & Establishments Act (Reg. No. SEA/HYD/ALO/13/1374078/2026), holding GHMC Trade License TR-4173-428-0004 and FSSAI Registration Certificate No. 23626320000087.

3. Pricing, Menu Offerings & Allergen Notice

• Currency & Taxes: All prices displayed on our website are denominated in Indian Rupees (INR ₹) and are inclusive of all applicable statutory goods and service taxes.
• Real-Time Availability: Menu items, specialty single origin roasts, and seasonal dishes are subject to real-time ingredient availability. In the rare event an item is sold out post-order, our baristas will contact you immediately to arrange an alternative or immediate refund.
• Food Allergen Warning: Our kitchen prepares recipes that contain dairy, tree nuts (pistachios, hazelnuts, almonds), gluten (waffles, burgers), and soy. While our culinary team takes strict care against cross-contamination, patrons with severe anaphylactic allergies should inform staff prior to ordering.

4. Order Placement & Payment Methods

Orders may be submitted for Dine-In, Takeaway, or Direct Delivery. We accept settlement via Indian Unified Payments Interface (UPI via Google Pay, PhonePe, Paytm, BHIM), major Credit and Debit Cards, and Cash on Delivery / Counter Settlement.

When placing an order via our WhatsApp ordering link, your order ticket is recorded directly into our barista kitchen management queue upon confirmation.

5. Proprietary Intellectual Property

All logos, brand names, tagline ("Science of Coffee, Art of Flavours", "Brew • Bite • Repeat"), culinary menu compositions, photographic assets, and the interactive Coffee Lab Brew Ratio Calculator are the exclusive intellectual property of The Coffee Lab. Reproduction or scraping without prior written authorization is strictly prohibited.

6. Limitation of Liability

The Coffee Lab strives to maintain continuous, error-free digital access. However, we shall not be held liable for temporary server downtimes, transmission delays outside our direct control, or disruptions arising from third-party telecommunications networks.

7. Applicable Law & Judicial Jurisdiction

These Terms and Conditions shall be governed by and construed in conformity with the laws of the Republic of India. Any legal disputes or claims arising out of the use of our services shall fall under the exclusive jurisdiction of the competent courts in Hyderabad, Telangana.

1. Customer Satisfaction Commitment

At The Coffee Lab, every beverage and meal is prepared to stringent laboratory quality standards. If you are not satisfied with your purchase due to preparation discrepancy, delivery transit damage, or quality failure, we provide transparent remediation.

2. Order Cancellation Window

• Prior to Food Preparation: You may cancel any order without penalty within 5 minutes of order placement by calling us directly at 086888 860077.
• Post-Preparation: Because our coffees, UFO burgers, and waffles are freshly made on-demand, cancellations cannot be honored once kitchen preparation has commenced.

3. Food & Beverage Return / Replacement Policy

Due to food safety and hygiene regulations mandated by FSSAI, prepared consumable foodstuffs and beverages cannot be returned physically once delivered or handed over. However, you are entitled to an immediate replacement or 100% full refund if:

• The delivered food or beverage package was visibly damaged, crushed, or spilled in transit.
• An incorrect item was dispatched (e.g., non-veg item sent instead of veg, or wrong size).
• The order was delivered with an unexplained delay exceeding 60 minutes beyond the estimated window.
• The food item exhibits substandard temperature or taste defect.

4. Packaged Coffee Beans & Retail Merchandise Returns

Unopened bags of roasted whole bean or ground coffee in their original factory heat-sealed packaging may be returned or exchanged within 7 calendar days of purchase at our Tolichowki store or via courier return.

5. Refund Processing Timeline & Method

• Processing Time: Approved refunds are initiated immediately and credited to your original payment source within 24 to 48 business hours.
• Refund Channels: UPI refunds are reversed directly to the initiating UPI VPA. Card refunds are credited back to the issuing bank card. Cash refunds are available for immediate collection at our store counter.

6. Initiating a Refund or Replacement Request

To request a refund or immediate replacement, please reach out with your Order ID number:

1. Hyperlocal Delivery Coverage Areas

The Coffee Lab provides direct hot food and fresh beverage delivery across Hyderabad within our standard 8-kilometer operational radius, serving:

2. Delivery Timelines & Operating Windows

• Fresh Food & Coffee Orders: Delivered within an estimated 30 to 45 minutes from kitchen confirmation.
• Packaged Whole Beans (Pan-India): Dispatched via air express couriers and delivered within 2 to 4 business days nationwide.
• Daily Delivery Service Hours: Monday through Thursday from 4:30 PM to 1:00 AM; Friday through Sunday from 4:30 PM to 1:30 AM (Late Night Service).

3. Delivery Tariffs & Free Delivery Threshold

• Complimentary Delivery: Orders exceeding ₹499 qualify for 100% free delivery across our standard delivery radius.
• Standard Delivery Fee: Orders below ₹499 carry a nominal distance-based fee of ₹40 to ₹60 to cover fuel and thermal packaging.
• Thermal Packaging: All hot espresso beverages and sealed UFO burgers are dispatched in temperature-insulating packaging to guarantee freshness upon arrival.

4. Real-Time Order Tracking

Once your order departs our kitchen, tracking coordinates and delivery agent contact details are shared directly with your WhatsApp phone number. You can reach our dispatch desk anytime at 086888 860077.