Terms & Conditions
Who We Are
This website and the Fresh By Brham app are run by Brham Fresh Private Limited. We also call ourselves Fresh By Brham, "we" or "us".
When you place an order, your contract is with Brham Fresh Private Limited.
We accept your order when we confirm it, and that is when your contract with us begins. Occasionally we may not be able to accept an order, for example if an item is unavailable or we cannot reach your address. If that happens we will tell you, and if you have already paid, the amount is returned to you.
Company Details
About These Terms
By using this website or app, or by placing an order, you agree to these terms. If you do not agree with them, please do not use the site.
Three other pages go with this one, and all four apply to you:
- Our Privacy Policy, which explains what we do with your information.
- Our Returns, Replacements & Cancellation Policy, which explains what happens if something is wrong, and how cancellations work.
- Our Saver Plan Terms, which apply if you top up a Saver Plan.
If these terms and one of those pages say different things about the same subject, that page is the one that applies.
We may update these terms from time to time. The date at the top tells you when they last changed. If we change something that affects your rights, we will tell you by email or WhatsApp before it takes effect.
Who Can Order
You need to be 18 or over to register or place an order.
We deliver across Mumbai, Thane, Navi Mumbai, Mira Road and Bhayandar, to the areas and pincodes shown in the delivery checker on our site.
Your Account
You need an account to order.
Please keep your name, phone number and delivery address up to date. We use them to reach you about your order, and old details are the most common reason a delivery fails.
Keep your login details to yourself. You are responsible for orders placed from your account.
Marketing messages are separate. When you register you can choose whether you want offers and updates from us. It is your choice, it is never a condition of ordering, and you can change your mind any time in My Account or by telling our customer care team.
You can ask us to close your account whenever you like. Our Privacy Policy explains what happens to your information.
What We Sell
We sell fresh chicken, mutton, seafood and eggs, along with our Ready to Cook and Ready to Eat ranges.
We cut only after you order. Nothing is cut in advance and nothing is sold from a tray. This is how we work, and it explains a few of the rules below.
Our Ready to Cook and Ready to Eat ranges are prepared to recipes, specifications and quality standards set by us.
What we sell is for you and your household. Please do not resell, repack or redistribute it, unless you have a separate written agreement with us.
Please follow the storage and handling instructions on the pack. Fresh food is perishable, and how it is kept after delivery makes a difference very quickly.
Prices and Payment
- Prices are shown on each product page and include taxes unless we say otherwise.
- Fresh food is priced by weight. You get the weight you ordered, or a little more, never less. If a pack comes in over, you are not charged for the difference.
- Prices can change. The price that applies to your order is the one shown when you place it.
- Delivery charges and minimum order values vary by area and are shown at checkout before you pay.
- Saver Plan members get a discount on every order, set by the plan they topped up on. It is shown on your bill. Our Saver Plan Terms explain how it works.
- We accept the payment methods shown at checkout. Payments are handled by our payment partners. We do not store your card details.
- If a payment fails, your order is not confirmed.
Saver Plan
The Saver Plan is a prepaid account with a discount attached. You top up once, your orders are deducted from the balance, and the plan you topped up on sets your discount.
Your discount stops when your balance reaches zero, and when the plan period ends. The money you topped up does not expire and stays on your account.
Your balance is held for your orders. Every rupee of it is yours to spend with us, but it is not refundable in money and cannot be withdrawn as cash or transferred.
Topping up again starts a new plan, and the new discount applies to your whole balance, including anything left from before.
The full rules are in our Saver Plan Terms.
Delivery
We deliver from our Lower Parel facility on scheduled delivery slots, with an express option available across our service area.
We will always try to deliver within the slot you chose. Traffic, weather and other things outside our control can sometimes cause a delay. If a delay means your order arrives in a condition you are not happy with, tell us the same day and we will put it right.
Please check your order when it arrives.
If we cannot deliver because the address was wrong, we could not reach you, or we could not get access, charges may apply. These are set out in the Returns, Replacements & Cancellation Policy.
Changing or Cancelling an Order
Once an order is placed, it cannot be changed, rescheduled or cancelled on this website or in the app.
To change, reschedule or cancel an order, please call our customer care team on 022 6666 9999, between 7:30 AM and 7:30 PM.
Once an order has gone into production it cannot be cancelled. Any charge that applies is set out in our Returns, Replacements & Cancellation Policy.
If Something Is Wrong
Everything we send should meet our standard. If it does not, we will replace it.
The full details, including how to tell us and by when, are in our Returns, Replacements & Cancellation Policy.
Nothing in these terms takes away any right you have under the Consumer Protection Act, 2019 or any other law.
Using This Website
You may use this site for your own personal use.
Please do not:
- copy, reproduce or resell any part of the site or its content
- use scraping tools, bots or data mining on the site
- use our name, logo or trade marks without our written permission
- frame the site, or use hidden text or meta tags containing our name or marks
Everything on this site, including text, images, photographs, designs, logos and software, belongs to Brham Fresh Private Limited or to those who have licensed it to us, and is protected by copyright and trade mark law. Fresh By Brham and our logo are trade marks of Brham Fresh Private Limited.
We link to other websites only for convenience. We are not responsible for what is on them.
Reviews and Anything Else You Post
When you post a review, comment, photo or suggestion, it stays yours. You give us permission to use, publish, display and adapt it in connection with our business, including in our marketing, along with the name you posted under. This permission is free of charge and does not expire.
Please make sure anything you post is your own, is honest, and is not unlawful, defamatory, abusive, obscene or spam.
We check reviews before publishing them. We remove content that is abusive, defamatory, unlawful, fake, or not about a real purchase. We do not remove a review just because it is critical, and we do not publish reviews that are not genuine.
We are not required to keep anything you send us confidential, or to pay you for it.
Our Responsibility to You
We take food safety seriously and we stand behind what we sell.
If something goes wrong with an order, our responsibility to you is limited to the value of that order, except where the law does not allow us to limit it.
Nothing in these terms limits or excludes our responsibility for death or personal injury, for fraud, or for anything else that cannot be excluded under Indian law, including under the Food Safety and Standards Act, 2006 and the Consumer Protection Act, 2019.
We are not responsible for indirect losses, such as loss of profit or loss of business opportunity.
Things Outside Our Control
We are not responsible for delays or failures caused by events beyond our reasonable control, such as natural disasters, fire, flood, an epidemic or pandemic, government restrictions, civil unrest or strikes. If something like this affects your order, we will tell you and either reschedule it or cancel it at no charge.
Complaints
If something has gone wrong, the fastest way to sort it out is to call our customer care team on 022 6666 9999, between 7:30 AM and 7:30 PM, or email support@freshbybrham.com.
If you are not satisfied with how we handled it, you can escalate to our Grievance Manager:
We will acknowledge your complaint within 48 hours and aim to resolve it within one month, as required by the Consumer Protection (E-Commerce) Rules, 2020.
Ending This Agreement
You can stop using the site at any time and ask us to close your account.
We may suspend or close an account if there has been fraud, repeated misuse of our policies, abuse of our staff or delivery partners, or a breach of these terms. If we do, we will tell you why.
Closing an account does not cancel your obligation to pay for orders you have already placed.
General
Governing law. These terms are governed by the laws of India.
Jurisdiction. The courts at Mumbai have jurisdiction over any dispute. This does not affect your right to take a complaint to a Consumer Commission under the Consumer Protection Act, 2019.
If part of these terms turns out to be invalid or unenforceable, the rest still applies.
These terms, together with our Privacy Policy, our Returns, Replacements & Cancellation Policy and our Saver Plan Terms, are the whole agreement between us.
You cannot transfer your rights under these terms. We may transfer ours to another company in our group, without reducing your rights.
If we do not enforce a term on one occasion, it does not mean we have given up the right to enforce it later.
We will contact you using the email address, phone number or WhatsApp number registered on your account.
Electronic Record
These terms, and the pages that go with them, are an electronic record under the Information Technology Act, 2000. They do not require a physical or digital signature.