Terms & Conditions

Last updated: 1 September 2026 Effective from: 1 September 2026

These Terms & Conditions ("Terms") govern your use of the digital ordering platform, marketing website, applications, progressive web app, native applications, and official communication channels operated by Jimis Burger LLP ("Jimis", "we", "us", "our"). Please read them carefully.

By verifying your phone number via a One-Time Password (OTP), placing a food order, or otherwise accessing our Platform, you explicitly acknowledge that you have read, understood, and agreed to be bound by these Terms and our integrated Privacy Policy.

1. Acceptance and Eligibility

By using the Platform you confirm that:

• you are 18 years of age or older;
• you have read and accept these Terms and our Privacy Policy;
• the information you provide is true, accurate, and current;
• you will use the Platform only for lawful, personal, non-commercial purposes.

If you do not agree, please do not use the Platform.

2. Definitions

• "Platform" — every digital ordering, browsing, loyalty, and communication channel we operate, including our progressive web app, our marketing website, any future native mobile applications, and any WhatsApp, SMS, or web-push channel through which we communicate with you.
• "Order" — a request you place through the Platform to buy food or beverages for delivery or takeaway.
• "Outlet" — a Jimis restaurant from which an Order is fulfilled.
• "Content" — text, images, ratings, comments, instructions, and other material submitted by you through the Platform.

3. Scope of Services

The Platform allows you to:

• browse our menu across our outlets;
• place Orders for delivery or takeaway;
• pay online through supported payment methods;
• track Order status;
• view Order history and download GST invoices;
• earn and redeem loyalty points through our loyalty partner (see Section 11);
• save addresses, saved payment methods, and communication preferences;
• contact our customer support team. Customer support may be provided in part through automated or AI-assisted systems.

We may add, change, suspend, or withdraw features at any time without notice.

4. Your Account

• You sign in by verifying your phone number with a one-time password (OTP) sent over WhatsApp or SMS.
• You must keep your device, phone number, and OTP secure. You are responsible for all activity on your account, except where it results from our wilful misconduct.
• You may use the Platform only with a single account tied to one phone number you control. Creating multiple accounts to circumvent offer limits, fraud controls, or any other restriction is a breach of these Terms.
• You may update your name, email, saved addresses, and saved payment methods in your profile.

5. Menu, Pricing, and Orders

• Item availability, ingredients, and prices shown on the Platform are determined by the relevant Outlet and may change at any time. Items shown as out of stock cannot be ordered.
• All prices are in Indian Rupees and include applicable taxes unless stated otherwise. Delivery fees, packaging charges, and other order-level charges are shown separately at checkout.
• Photographs of items are illustrative; the actual item served may vary in appearance, garnish, or presentation.
• An Order is accepted by us only when we display the order confirmation screen after your payment has been received and the Order has been transmitted to the kitchen. Until that point, your Order is an offer to buy that we may accept or decline.
• We may decline an Order, in whole or in part, for reasons including but not limited to: item unavailability, Outlet closure, delivery address outside the delivery radius, suspected fraud, or technical failure. In that case, any amount paid will be refunded as described in Section 7.

6. Payments

• Orders are prepaid only. We do not offer cash on delivery.
• We accept payments through third parties like Razorpay and PayU. Specific instruments accepted (UPI, cards, wallets, net banking) are shown at checkout.
• Payment data is processed and tokenised by our payment gateways. We do not store full card numbers, full UPI VPAs, or CVVs.
• "Saved" payment methods are tokens issued by the relevant gateway and are subject to that gateway's terms.
• We are not responsible for failures, delays, or charges arising from the payment gateway, your bank, your card issuer, or your internet connection.

7. Cancellation and Refunds

7.1 Cancellation by you

• Within the post-payment grace window (typically 10 seconds): you may cancel free of charge. The Order will not be sent to the kitchen and you will receive an automatic full refund.
• After the grace window: the Order has been accepted by the kitchen. Cancellation is at our discretion. Once preparation has commenced specifically for your Order, we may be unable to cancel it because ingredients, labour and kitchen capacity have already been committed. Any refund after that stage is at our discretion, taking into account the stage of preparation and whether the Order can reasonably be repurposed or resold. If preparation has already started, no refund may be owed.

7.2 Cancellation by us

We may cancel an Order, in whole or in part, if:

• an item becomes unavailable after we have accepted the Order;
• the Outlet has to close unexpectedly;
• the delivery address is unreachable or you are unreachable after reasonable attempts;
• we suspect fraud, abuse, or a payment dispute.

In each case, you will receive a full refund of any amount paid for the cancelled portion.

7.3 Refund timing and mechanism

• Automatic refunds triggered within the grace window are initiated immediately.
• Other refunds are initiated within 10 business days of approval.
• Once initiated, refunds typically take a further 7 to 10 business days to land in the source account, depending on your bank and payment instrument.
• Refunds are always issued to the original payment instrument. We do not offer refunds in cash, store credit, or loyalty points.

7.4 Refunds and offers

If you cancel or we cancel an Order to which a discount or coupon was applied, the refund equals the actual rupees paid (the post-discount amount). The discount itself is not refunded; it was never paid.

7.5 Wrong delivery address

It is your responsibility to enter the correct delivery address. If an Order cannot be delivered because of an address you provided, we are not obligated to redeliver or refund.

8. Delivery

• Delivery is available only within the per-Outlet radius shown on the Platform. The Platform will block checkout for delivery addresses outside the radius and offer you the choice to switch to takeaway or pick a closer Outlet.
• Delivery times displayed on the Platform are estimates only, calculated from a distance-based model. They are not guarantees and we are not liable for delays. Reasonable delays do not entitle you to a refund.
• We may engage third-party delivery partners (such as Shadowfax or Porter) without further notice; the terms of this Section will continue to apply.
• Risk of loss and title to food pass to you when the rider hands the Order over at the delivery address. If you have selected "leave at door, don't ring the bell" for an address, the handover is deemed to occur when the rider places the Order at the door and notifies you. Anything that happens to the Order after that point is your responsibility.
• If you are unreachable, refuse delivery, or are not at the address, no refund is owed and the Order may be returned to the Outlet at our discretion.

9. Takeaway / Pickup

• For takeaway Orders, you must collect the Order from the Outlet within 30 minutes after we mark it "Ready for Pickup". We are not obligated to hold Orders beyond this period and no refund is owed for uncollected Orders.
• Risk of loss and title pass to you when the Outlet hands the Order over to you at the pickup counter.

10. Food Safety, Allergens, and Quality

Allergen and dietary information

• Allergens: Food may contain or come into contact with dairy, gluten, egg, soy, peanuts, tree nuts, sesame, fish, mustard. Please inform our team of any allergies.
• Our kitchens prepare multiple items in shared equipment; cross-contact between allergens cannot be ruled out. If you have a severe allergy, please contact the Outlet directly before ordering.
• Vegetarian / non-vegetarian / egg indicators are based on ingredient. We do not hold third-party certification (such as halal, Jain, or vegan certification) for any item unless we expressly say so on the Platform. Halal certificate is with our supplier.

10.2 Reporting a quality issue

• Quality complaints must be reported within 1 hour of delivery through our customer support channel.
• We would require a video and photographic evidence of the issue.

10.3 Resolution

Quality complaints are reviewed on a case-by-case basis by our Grievance Officer or another authorised representative. Any refund, remake, or other remedy is at our reasonable discretion and is not a contractual right.

11. Loyalty Program

Our loyalty program is operated for us by a third party: Reelo. By using the Platform you also become a participant in Reelo's loyalty program for Jimis.

11.1 User-facing rules

• Earning rate. You earn 1 point per ₹1 spent, calculated on the amount actually paid (post-discount and excluding GST), at the same rate for online and dine-in.
• Expiry. Points expire after 6 months of inactivity. When inactivity expiry hits, all points expire together.
• Cross-outlet. You can earn and redeem points at any Jimis outlet.
• Redemption. Rewards redemption is on dine-in only. Rewards are drawn from a published ladder. Redemption requires a one-time password sent to you by Reelo, entered at checkout.
• Reversal. If an Order is cancelled or refunded, related points earned or redeemed are reversed accordingly.
• No stacking. You may apply only one offer per Order: either a Reelo reward or a platform coupon or auto-discount, whichever you choose.

11.2 Underlying program

The Reelo loyalty program is governed by Reelo's own terms, available from Reelo. To the extent there is a conflict between Reelo's terms and these Terms on matters within Reelo's control (such as Reelo's OTP flow), Reelo's terms apply.

12. Coupons, Offers, and Promotions

• Coupons and offers are subject to the specific terms shown with them (validity window, minimum order value, eligible items, eligible outlets, eligible payment methods).
• The minimum order value for an Order is calculated on the post-discount amount (excluding GST), that is, the actual rupees payable.
• You may apply only one offer per Order.
• Coupons are non-transferable, cannot be resold, and have no cash value.
• We may modify, suspend, or withdraw any offer at any time, including during an active session, without notice. An offer already applied to an Order you have paid for will not be withdrawn from that Order.
• We may refuse, reverse, or claw back any offer (and suspend or terminate the related account) where we reasonably believe it was obtained through fraud, abuse, technical exploit, or any breach of these Terms.

13. User Content and Feedback

When you submit ratings, comments, or feedback, you grant us a perpetual, worldwide, royalty-free, sublicensable, transferable licence to use, store, reproduce, modify, publish, and create derivative works of that Content for any business purpose, including service improvement, operations, and marketing. Cooking instructions, delivery notes, and any photos you submit as part of a support or quality complaint are licensed to us for service improvement and operational purposes.

We may publish your feedback in our marketing materials. By default we will not associate it with your name.

You confirm that any Content you submit:

• is your own or you have the rights to submit it;
• is not defamatory, unlawful, infringing, obscene, or harmful;
• does not contain personal data of other people without their consent.

We may remove Content at any time without notice.

14. Acceptable Use

You must not:

• use the Platform for any unlawful purpose;
• use bots, scrapers, automated agents, or other tools to interact with the Platform other than as a normal user;
• attempt to access parts of the Platform you are not authorised to access;
• attempt to interfere with the security, integrity, or availability of the Platform;
• impersonate any other person or misrepresent your identity;
• harass, threaten, or abuse our staff, riders, Outlet personnel, or other users;
• reverse-engineer, decompile, or extract source from the Platform;
• copy, scrape, or commercially reuse our menu, images, or other content.

15. Intellectual Property

The Platform, our brand name, logos, menu copy, item photography, designs, software, and all other materials we make available are owned by us or our licensors and are protected by intellectual property laws. Subject to your compliance with these Terms, we grant you a limited, revocable, non-transferable, non-exclusive licence to use the Platform for your personal, non-commercial use of our services. No other rights are granted.

16. Suspension and Termination

16.1 By us

We may suspend or terminate your account, with or without notice depending on the circumstances, if:

• you breach these Terms;
• we reasonably suspect fraud, payment dispute abuse, or coupon or loyalty abuse;
• you repeatedly raise frivolous quality complaints;
• you behave abusively toward our staff, riders, Outlet personnel, or other users;
• we are required to do so by law.

On termination we may forfeit any unredeemed coupon value and loyalty points in your account.

16.2 By you

You may close your account at any time by writing to our Grievance Officer (Section 22). We will action your request within 30 days, subject to the data retention obligations described in our Privacy Policy. Any unredeemed loyalty points and coupons are forfeited once closure takes effect; if you would like to redeem them first, please do so before requesting closure.

17. Limitation of Liability

To the maximum extent permitted by law:

• our total liability to you in connection with any Order is limited to the lower of (a) the amount you paid for that Order, and (b) ₹5,000;
• we are not liable for indirect, incidental, consequential, special, exemplary, or punitive damages, including lost profits, lost opportunities, or claims arising from delay, missed appointments, or hunger;
• we are not liable for failures of third parties on whom we depend, including payment gateways, telecom networks, the internet, hosting providers, or our point-of-sale system;
• we are not liable for losses arising from your own breach, including the use of a wrong delivery address, the use of "leave at door" instructions, multiple-account creation, or sharing your account with others;
• where allergen information has been provided in good faith and we have advised that cross-contact cannot be ruled out, we are not liable for allergic reactions.

Nothing in this Section limits or excludes liability where it is unlawful for us to do so under Indian law, including liability for gross negligence or wilful misconduct.

18. Indemnity

You agree to indemnify, defend, and hold harmless Jimis Burger LLP and its partners, employees, officers, and agents from any claim, loss, or expense (including reasonable legal fees) arising from:

• your breach of these Terms or the Privacy Policy;
• your misuse of the Platform;
• Content you submit that infringes the rights of a third party or is otherwise unlawful;
• any tax liability arising from your misrepresentation.

19. Force Majeure

We are not liable for any failure or delay in performance caused by events beyond our reasonable control, including heavy rains (notably Mumbai monsoon disruptions), floods, fire, earthquake, pandemic, epidemic, strike, civil unrest, war, government action, failure of utilities or telecommunications, internet outages, or failures of third-party service providers.

20. Privacy

Our Privacy Policy explains how we collect, use, share, and protect your personal data. By accepting these Terms you also accept the Privacy Policy.

21. Changes to These Terms

We may update these Terms from time to time. For material changes - such as changes to what we collect, share, or your rights - we will ask you to accept the updated Terms on your next login. Other changes take effect when posted. The "Last updated" date at the top shows when the current version took effect.

22. Grievance Redressal

We ask that you raise your complaint with our Grievance Officer:

• Name: Himanshu Thakur
• Email: info@jimisburger.in
• Postal address: A-201, Gambhir Industrial Estate, Vishveshwar Road, Goregaon (East), Mumbai, Maharashtra 400063, India

23. Governing Law and Jurisdiction

These Terms are governed by the laws of India. The courts at Mumbai, Maharashtra have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, your use of the Platform, or your Orders.

24. Miscellaneous

• Entire agreement. These Terms (together with the Privacy Policy and any specific terms presented at the point of an offer or feature) make up the entire agreement between you and us.
• Severability. If any provision is found unenforceable, the rest of these Terms continue in effect.
• No waiver. Our failure to enforce a provision is not a waiver of our right to enforce it later.
• Assignment. You may not assign or transfer your rights under these Terms. We may assign or transfer ours to any successor entity (for example, in a corporate restructuring) without your consent.
• Language. These Terms are concluded in English. Any translation we publish is for convenience only; the English version is binding in case of conflict.

25. Contact

For any general question about these Terms, write to us at info@jimisburger.in

End of Terms & Conditions.