TERMS AND CONDITIONS FOR GLAZED BAKERY

Welcome to Glazed. These Terms and Conditions ("Terms") constitute a legally binding agreement between the customer ("you", "your") and Glazed ("we", "us", "our"). These Terms govern your use of our ordering systems, physical kiosks, loyalty networks, and marketing channels. By placing an order, providing your mobile number, or interacting with our services, you fully accept and agree to be bound by these provisions.

1. Ordering, Pricing, and Payments

All orders placed through our kiosk, progressive web application, or automated communication interfaces are subject to acceptance and ingredient availability. We reserve the absolute, unilateral right to refuse or cancel any order at our discretion at any stage of production.

• Pricing Policy: Base menu prices are dynamic and subject to structural changes without prior notification.
• Artisanal Variance: Our products are handcrafted, premium baked goods. Slight deviations in visual execution, frosting aesthetics, weight distribution, and coloring are normal and do not constitute a product defect.
• Payment Execution: Full payment verification must occur at the point of sale via approved UPI intent protocols, credit/debit networks, or verified digital wallets. No order queue allocation occurs prior to full clearing.

2. Cancellations, Modifications, and Refunds

Because our culinary products are highly perishable and customized, precise timelines govern any adjustments. The operational parameters are structured as follows:

Refund Protocols: Refunds are strictly restricted to verifiable structural product damage, complete production failure, or incorrect menu fulfillment. To initiate a claim, photographic and contextual evidence must be delivered to our support desk within 1 hour of product receipt. Verified refunds will clear within 5 to 7 business days to the initial payment instrument; cash conversions for digital payments are entirely prohibited.

3. Product Handling, Storage, and Allergens

Perishable Product Lifecycle: Our baked goods are crafted utilizing premium ingredients without chemical stabilization or artificial preservatives. Fresh pastries, confections, and cream-heavy elements must be placed in temperature-controlled refrigeration immediately upon receipt. Glazed disclaims any and all liability for accelerated degradation, flavor shifting, spoiling, structural collapse, or melting induced by improper storage or handling post-handover.

Allergen Exposure Warning: Our commercial production environment handles highly volatile allergens daily, including wheat, gluten, milk, dairy derivatives, eggs, peanuts, tree nuts, and soy. Although sanitization and operational protocols are rigorously executed to mitigate crossover risk, we cannot guarantee zero trace molecular cross-contamination. Highly sensitive or allergic customers consume our items entirely at their own risk.

4. Kiosk Pickup and Delivery Abandonment

• The Abandoned Order Protocol: For designated kiosk pickups, orders not claimed within the operating hours of the selected date are deemed abandoned. For direct deliveries, if a courier cannot contact the customer or secure location drop-off access within 12 minutes of terminal arrival, the order is flagged as abandoned. Abandoned items are immediately discarded for health safety, and the customer forfeits any right to refund or product remaking.
• Third-Party Logistics Liability: When a customer engages external courier platforms, personal agents, or third-party logistics entities to collect an order from our kiosk counter, the structural integrity of the product becomes the exclusive responsibility of that party. Glazed accepts zero liability for transit shock, temperature damage, delays, or physical degradation occurring after our counter handover.

5. WhatsApp Marketing & Communication Policy

By placing a transaction order with Glazed and disclosing a mobile telephone number, you establish a direct business relationship and provide explicit, unambiguous consent to receive automated and manual messaging streams over the WhatsApp platform.

• Scope of Messaging: Communications encompass utility and transactional messaging (real-time order status tracking, digital payment invoices, kiosk pickup notifications) and promotional marketing material (exclusive loyalty tier distributions, limited menu rollouts, discounted menu event details).
• Opt-Out Protocol: Customers can sever marketing distribution instantly by transmitting the explicit phrase "STOP" within the chat interface or utilizing integrated platform opt-out controls. Opting out of promotional content will not interrupt structural utility alerts linked directly to active or subsequent order processes.
• Communication Indemnification: You agree to fully defend, indemnify, and hold harmless Glazed and its network operators against any claims, regulatory penalties, or liabilities stemming from telecom guidelines or do-not-disturb (DND) framework disputes, provided the messaging target number was entered voluntarily during a point-of-sale customer workflow.

6. Loyalty Program Terms of Service

The Glazed Loyalty Program is a voluntary reward system requiring absolute mobile telephone number serialization for tracking accuracy.

• Centralized Account Portal: Program parameters, historical reward ledgers, and exact token balances are hosted exclusively on our dedicated portal: loyalty.glazed.co.in/loyalty. Ledger verification requires secure mobile multi-factor logging.
• Strict Mobile Identification Constraints:
  • First-Time Purchases: Refusal to supply a valid mobile phone number during an initial transaction permanently prevents account initialization. Retroactive historical accumulation for anonymous transactions is completely barred.
  • Subsequent (N-th) Purchases: To calculate and append points for any order, mobile verification must execute successfully at the point of checkout. Refusing to submit the registered mobile identity during an n-th purchase forfeits point accumulation for that specific bill. Our systems possess no mechanism for tracking or retroactively modifying point balances for unauthenticated orders.
• Chronological Point Lifecycle (FIFO): Points maintain zero monetary value, are strictly non-transferable, and cannot be liquidated. Points expire precisely 21 days after their initial allocation time stamp. Expiration calculations evaluate point batches utilizing a strict First-In, First-Out (FIFO) logic. The earliest accrued tokens will systematically be drawn down during redemptions or erased automatically upon reaching their 21-day threshold.
• Program Dissolution Terms: Glazed maintains the unconstrained right to alter, pause, scale down, or permanently dissolve the loyalty infrastructure. Should program dissolution occur, a transparent 30-day notice window will be published via the digital portal. All active balances must be spent inside this period; following window termination, remaining points dissolve instantly without any financial liability or residual obligation from Glazed.

7. Account Security and System Exploits

• Credential Responsibility: Customers retain exclusive accountability for safeguarding the One-Time Passwords (OTPs) and device access linked to their loyalty number profile. Glazed is entirely indemnified against unauthorized reward depletion, token extraction, or profile adjustment occurring via compromised customer terminals.
• System Manipulation Audits: In the event that an engineering anomaly, firmware glitch, network loop, or software exploit awards artificial, distorted, or unearned point balances to a user profile, Glazed maintains an absolute right to execute a system audit. We reserve the authority to freeze the affected profile, recalculate balances based on true transaction ledgers, and erase unearned balances instantly without advanced notification.

8. Behavioral Conduct, Fraud, and Service Refusal

• Refusal of Service: Our floor staff and digital coordinators retain the explicit legal right to terminate active interactions and permanently refuse menu service to any individual exhibiting abusive, aggressive, hostile, defamatory, or disruptive behavior at our physical kiosks or within support channels. Service termination under this clause does not impact historic, legitimately earned customer assets.
• Fraud Prevention Protocols: Any user engaging in malicious architecture manipulation—including entering structured synthetic mobile identities, executing rapid order splitting of a single consolidated checkout event to farm points, or generating fraudulent payment callbacks—will be banned. Glazed will permanently blacklist the target identity, wipe all linked points, and pursue necessary legal remedies.

9. Legal Disclaimers, Indemnity, and Liability Limitations

System Availability: Glazed makes our technical software platforms, database portals, and notification layers available strictly on an "as-is" and "as-available" engineering baseline. We issue no warranties regarding persistent service uptime, database integrity, or immediate transactional transmission speeds.

Comprehensive Legal Indemnification: You explicitly agree to fully protect, indemnify, defend, and hold harmless Glazed, its founders, operators, directors, kitchen staff, and authorized agents from and against any third-party or individual claims, damages, court costs, administrative fines, losses, and legal expenses originating from your breach of these Terms, misuse of database portals, or food storage failures post-purchase.

Limitation of Liability: To the absolute threshold permitted by governing statutes, Glazed and its operators shall bear no liability for any indirect, circumstantial, punitive, unique, or consequential damages—including data loss, revenue deficits, or personal injury—tied to interaction with our assets or consumer products.

10. Miscellaneous Legal Provisions

• Force Majeure Protection: Glazed is fully released from operational obligations or order defaults caused directly by events beyond reasonable corporate mitigation. This includes regional electrical grid blackouts, telecom routing line cuts, severe tropical weather events and cyclones, labor lockouts, public health mandates, or sweeping municipal infrastructure closures.
• Severability Clause: If any single section, paragraph, sub-clause, or phrase within these Terms is evaluated by a competent judicial authority to be invalid, illegal, or completely unenforceable, such determination shall not undermine the remaining sections. The remaining elements of these Terms will maintain full, uncompromised structural force and legal effect.
• Governing Jurisdiction: These Terms are built and interpreted exclusively under the prevailing legal frameworks applicable in Bhubaneswar, Odisha. All disputes, litigation events, or mediation procedures arising out of these terms shall settle exclusively inside the local courts holding geographic jurisdiction over Bhubaneswar.