1. Who you are agreeing with

These Terms of Service govern your access to and use of the Ovenfresh website at ovenfresh.store, the Ovenfresh customer mobile application, and any related services (together, the "Service") operated by Ovenfresh, with its bakehouse at Zakura Industrial Estate, Srinagar, Jammu & Kashmir 190006 ("we", "us", "Ovenfresh"). Our FSSAI licence number is 11021430000200.

By creating an account, placing an order, or otherwise using the Service, you agree to these Terms. If you do not agree, please do not use the Service.

2. Eligibility

You must be at least 18 years old, or be using the Service under the supervision of a parent or guardian who agrees to these Terms on your behalf. By using the Service you represent that you meet this requirement.

3. Your account

You are responsible for keeping your account credentials confidential and for all activity that occurs under your account. Notify us promptly at the contact below if you suspect unauthorised use. We may suspend or terminate accounts engaged in fraud, abuse, or repeated chargebacks.

4. Orders and order acceptance

Placing an order is an offer to purchase. We accept your order when we send confirmation through the app, push notification, WhatsApp, or outlet-side acknowledgement. We may decline or cancel an order before acceptance for reasons including stock unavailability, pricing or product errors, suspected fraud, delivery infeasibility, or capacity constraints. If we cancel a paid order, we will refund you per our Refund & Cancellation Policy.

5. Pricing, taxes and availability

Prices listed on the menu are inclusive of applicable taxes unless marked otherwise, and are denominated in Indian Rupees (₹). Item availability varies by outlet and time of day; live "out of stock" markers reflect the latest count from each outlet but are not guaranteed. If an item becomes unavailable after order acceptance, we will contact you with a substitution or refund.

6. Payment

Payment may be collected at pickup (cash) or, where available, online through our payment gateway. Online payments are processed by third-party gateways subject to their own terms; we do not store full card numbers on our servers. Failed transactions will be reversed by the gateway per their settlement timelines.

7. Pickup

Pickup orders must be collected from the chosen outlet during its operating hours. Custom orders (such as personalised cakes) carry the lead time displayed at checkout and require outlet-side confirmation before preparation begins. Pickup orders not collected within four hours of the scheduled time may be released for resale at our discretion; refunds in such cases are governed by our Refund & Cancellation Policy.

8. Delivery

Where delivery is offered, terms are set out in our Delivery Policy. Delivery is available only to addresses within an outlet's serviceable radius and during published delivery hours. The customer is responsible for the accuracy of the address, contact phone, and any access instructions.

9. Custom cakes and celebration boxes

Custom cakes are priced by weight at the rate displayed at checkout and carry an estimated price range. The final price is set during outlet confirmation and stays within the displayed estimate, after taking into account inscription, occasion, dietary preferences, and design complexity. A non-refundable deposit may be requested before preparation begins. Reference photos uploaded by customers are used only to guide design and are not republished.

10. Loyalty programme

The Ovenfresh loyalty programme awards points on completed pickups and delivered orders at the rate stated on the website at the time of purchase. Points are non-transferable, hold no monetary value when unredeemed, and may be modified, paused, or discontinued with reasonable notice. Points are credited only when an order's status reaches "picked up" or "delivered"; cancelled, refunded, or non-collected orders do not earn points. Suspected fraud or abuse may result in forfeiture of points and account suspension.

11. Referrals

The referral programme rewards both the referrer and a first-time customer who uses a valid referral code, subject to the rules displayed at the time of referral. We may modify referral mechanics, exclude bulk-created accounts, and reverse rewards from suspected abuse.

12. Cancellation and refunds

Order cancellation windows, refund eligibility, and processing timelines are described in our Refund & Cancellation Policy, which forms part of these Terms.

13. Acceptable use

You agree not to use the Service to:

• place fraudulent or duplicate orders, or chargeback completed orders without legitimate reason;
• circumvent loyalty, referral, or promotional rules through multiple accounts;
• attempt to access the Service or our systems without authorisation;
• upload content (in custom-cake notes, reviews, or otherwise) that is unlawful, defamatory, or infringing;
• use the Service in any manner that violates Indian law.

14. Intellectual property

The Ovenfresh name, logo, photography, recipes, and the design and content of the Service are owned by us or our licensors and are protected under Indian copyright and trademark law. You may not reproduce, redistribute, or commercially exploit them without our written permission. You retain ownership of content you upload (such as reference photos for custom cakes) but grant us a limited licence to use that content for the purpose of fulfilling your order.

15. Disclaimers

The Service is provided on an "as is" and "as available" basis. While we take reasonable steps to keep menu data and outlet information accurate, we do not warrant that the Service will be uninterrupted or error-free. Items containing common allergens (gluten, dairy, eggs, nuts, soy) are produced in shared kitchens; customers with severe allergies should contact the outlet before ordering.

16. Limitation of liability

To the maximum extent permitted by Indian law, our aggregate liability arising out of or in connection with any single order shall not exceed the amount paid for that order. We are not liable for indirect or consequential losses, including loss of profit, opportunity, or reputation. Nothing in these Terms limits liability that cannot be excluded by law (including liability for death or personal injury caused by negligence, or for fraud).

17. Indemnity

You agree to indemnify and hold us harmless from third-party claims arising out of your breach of these Terms or your misuse of the Service.

18. Privacy

Your use of the Service is also governed by our Privacy Policy, which describes what data we collect and how we use it.

19. Governing law and disputes

These Terms are governed by the laws of India. Subject to the Consumer Protection Act, 2019, the courts at Srinagar, Jammu & Kashmir shall have exclusive jurisdiction over any dispute arising out of these Terms.

20. Changes to these Terms

We may update these Terms from time to time. Material changes will be announced through the Service or by email. Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

21. Contact and grievance officer

Questions about these Terms can be sent to our grievance officer at:

• Name: To be added
• Email: To be added
• Phone: To be added
• Address: Zakura Industrial Estate, Srinagar, Jammu & Kashmir 190006

GSTIN: To be added