Privacy Policy

Welcome to D'Hungry Mug Private Limited ("D'Hungry Mug", "we", "our", or "us").

Your privacy is important to us. This Privacy Policy explains how we collect, use, store, disclose, protect, and process your personal information when you access or use our website (www.dhungrymug.com), place orders, subscribe to our meal plans, use our Build Your Own Tiffin services, purchase meal boxes, travel meals, corporate meals, or otherwise interact with our platform.

We are committed to protecting your personal information and processing it responsibly in accordance with applicable laws of India, including the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, applicable rules framed thereunder, and other applicable laws and regulations.

By accessing or using our Website, you acknowledge that you have read, understood, and agreed to this Privacy Policy.

Legal Name

DHUNGRY MUG PRIVATE LIMITED

Registered Office

C-404, Samanvay Residency, Bopal, Daskroi, Ahmedabad – 380058, Gujarat, India

Operational Kitchen

G10, B Block, Hallmark Sunny Side, Narsingi Appa Service Road, Hyderabad – 500075, Telangana, India

FSSAI License Number

13626012000098

GSTIN

36AAMCD5753E1ZI

Website

www.dhungrymug.com

Customer Support

support@dhungrymug.com

Phone

+91 7678175235

This Privacy Policy applies to all individuals who interact with D'Hungry Mug, including but not limited to:

• Website visitors
• Registered users
• Customers
• Subscription holders
• Meal Planner users
• Build Your Own Tiffin users
• Trial Meal customers
• Corporate customers
• Corporate employees placing meal requests
• Travel Meal customers
• Customer support users

This Privacy Policy applies only to information collected through D'Hungry Mug's official website and services.

It does not apply to third-party websites or services that may be linked from our platform.

For the purpose of this Privacy Policy:

Account

means a registered account created on D'Hungry Mug using a mobile number authenticated through OTP.

Personal Data

means any information that identifies or can reasonably identify an individual.

Processing

includes collection, recording, storage, organization, retrieval, use, disclosure, sharing, deletion, or destruction of personal data.

Website

means www.dhungrymug.com.

User

means any person accessing or using our Website or services.

Mug Credits

means promotional or refund credits issued solely by D'Hungry Mug that may be redeemed only on D'Hungry Mug in accordance with our Terms & Conditions.

Depending on how you interact with our platform, we may collect the following categories of information.

A. Personal Information

When you create an account or place an order, we may collect:

• Full Name
• Mobile Number
• Date of Birth
• Gender

B. Address Information

To deliver your orders, we may collect:

• Delivery Address
• Saved Addresses
• Area
• Landmark
• City
• State
• PIN Code

C. Location Information

To improve delivery accuracy and customer experience, we may collect:

• GPS Location (with your permission)
• Approximate Location
• Location selected by you

Location information is collected only when required for order fulfillment or relevant services.

D. Meal Preferences

We may collect information including:

• Dietary Preferences
• Vegetarian / Non-Vegetarian Preferences
• Meal Preferences
• Build Your Own Tiffin selections
• Meal Planner selections
• Subscription preferences
• Corporate meal selections
• Travel meal selections

Where applicable, you may voluntarily provide special meal instructions.

Please do not include sensitive personal information such as Aadhaar numbers, PAN numbers, bank details, passwords, health records, or any confidential information in meal instructions, reviews, or feedback.

E. Order Information

Whenever you place an order, we collect information including:

• Order ID
• Ordered Items
• Quantity
• Meal Type
• Delivery Date
• Delivery Slot
• Subscription Details
• Trial Meal Details
• Corporate Order Details
• Travel Meal Details
• Order Status
• Refund Status
• Cancellation Status
• Invoice Details

F. Payment Information

Payments are processed through our authorized payment gateway partner.

We may collect:

• Payment Status
• Payment Reference Number
• Transaction ID
• Payment Method
• Order Amount

We do not collect, store, or have access to your debit card, credit card, UPI PIN, CVV, internet banking credentials, or other sensitive payment credentials. Such information is securely processed by our payment gateway partner in accordance with applicable payment industry standards.

G. Corporate Order Information

For corporate meal services, we may collect:

• Employee Name
• Company Name
• Office Delivery Address
• Mobile Number
• Corporate Order Details

H. Customer Support Information

Whenever you contact us, we may collect:

• Support requests
• Complaint details
• Communication history
• Attachments voluntarily shared by you
• Feedback
• Feedback photographs (if uploaded)

Providing photographs is entirely optional.

I. Device & Technical Information

When you access our Website, we may automatically collect certain technical information including:

• IP Address
• Browser Type
• Browser Version
• Device Type
• Device Information
• Operating System
• Language Preferences
• Screen Resolution
• Time Zone
• Access Time
• Website Usage Logs
• Interaction Logs

This information helps us maintain website security, improve functionality, and troubleshoot technical issues.

J. Analytics Information

We use Google Analytics to understand how visitors interact with our Website.

Google Analytics may collect information such as:

• Pages visited
• Session duration
• Navigation flow
• Device category
• Browser information
• General geographic region
• Referral sources

This information is aggregated and used solely to improve our Website and customer experience.

K. Cookies

Our Website uses cookies and similar technologies to enhance your browsing experience.

Currently, cookies are used primarily to:

• Keep you signed in
• Maintain secure login sessions
• Improve website functionality
• Understand website usage through Google Analytics

For more information regarding cookies, please refer to our Cookie Policy.

Certain information is provided entirely at your discretion.

Examples include:

• Meal customization requests
• Build Your Own Tiffin selections
• Feedback
• Reviews
• Complaint descriptions
• Suggestions
• Photographs submitted with feedback

You are solely responsible for ensuring that information voluntarily shared by you does not contain confidential or sensitive personal information unrelated to your interaction with D'Hungry Mug.

Our services may be used by individuals below the age of 18.

However, D'Hungry Mug does not knowingly collect personal information from children beyond what is reasonably necessary to provide our services.

Parents or guardians who believe that personal information has been submitted improperly may contact us for assistance.

We use the information we collect only for legitimate business purposes related to providing, improving, securing, and supporting our services. Depending on your interaction with D'Hungry Mug, your information may be used for the following purposes:

A. Account Management

• Creating and maintaining your account.
• Authenticating your identity through OTP verification.
• Managing your profile and saved addresses.
• Enabling secure access to your account.

B. Order Fulfilment

• Processing and confirming your orders.
• Preparing customized meals based on your selections.
• Scheduling meal preparation.
• Delivering your orders to the specified location.
• Coordinating with our delivery personnel.

C. Payment Processing

• Processing payments through our authorized payment gateway.
• Verifying successful transactions.
• Issuing invoices and payment confirmations.
• Managing refunds and Mug Credits, where applicable.

D. Customer Support

• Responding to your enquiries.
• Resolving complaints.
• Investigating delivery or order-related issues.
• Improving customer service quality.

E. Platform Improvement

• Understanding customer preferences.
• Improving our Website performance.
• Enhancing user experience.
• Monitoring website stability and security.

F. Legal & Regulatory Compliance

We may process your information where required to:

• Comply with applicable laws.
• Fulfil taxation and accounting obligations.
• Maintain statutory records.
• Prevent fraud.
• Protect our legal rights.

We value your privacy and do not sell, rent, trade, or commercially exploit your personal information.

Your information may only be shared in the following limited circumstances:

A. Delivery Personnel

We may share only the information necessary to complete your delivery, including:

• Name
• Delivery address
• Mobile number
• Order details relevant to delivery

Our delivery personnel are authorized to use this information solely for completing your order.

B. Payment Gateway

Payments made through our Website are securely processed by our authorized payment gateway partner.

For payment processing purposes, relevant transaction information may be shared with:

Razorpay Software Private Limited

D'Hungry Mug does not collect or store your debit card, credit card, CVV, UPI PIN, internet banking credentials, or other sensitive payment information.

C. SMS Service Provider

We may share your mobile number with our OTP service provider solely for:

• Login OTP
• Signup verification

We do not currently send promotional SMS messages.

D. Cloud Hosting Providers

Our Website and associated systems are hosted using secure cloud infrastructure.

Limited information may be processed by our hosting providers solely for the purpose of operating and securing our platform.

E. Government Authorities

Where required under applicable law, court order, regulatory direction, or lawful investigation, we may disclose relevant information to competent government authorities.

F. Business Transfers

If D'Hungry Mug undergoes:

• merger
• acquisition
• restructuring
• sale of assets
• corporate reorganization

customer information may be transferred as part of such transaction, subject to applicable law and appropriate confidentiality obligations.

D'Hungry Mug does not sell your personal information to advertisers, data brokers, or third parties.

We also do not permit third parties to use your personal information for their independent marketing purposes.

Our Website uses Google Analytics to understand how visitors interact with our Website.

Google Analytics helps us analyse:

• Website traffic
• Popular pages
• Visitor behaviour
• Website performance
• User experience

Google Analytics may collect technical information such as:

• IP address
• Browser type
• Device information
• Operating system
• Website interaction data

Google Analytics operates in accordance with Google's own privacy policies.

You may choose to disable cookies through your browser settings, although certain Website features may not function properly.

We use cookies and similar technologies to improve your browsing experience.

Cookies help us:

• Remember your login session.
• Maintain account security.
• Improve Website functionality.
• Analyse Website usage.
• Detect technical issues.

Most browsers allow you to manage or disable cookies through browser settings.

Please note that disabling cookies may affect certain Website features.

Protecting your information is one of our highest priorities.

We implement reasonable technical and organizational safeguards designed to protect your information against unauthorized access, disclosure, alteration, misuse, or destruction.

Our security measures include, where appropriate:

• HTTPS encrypted communication.
• Secure access controls.
• Firewall protection.
• Role-based access to internal systems.
• Regular security assessments and reviews.
• Monitoring for suspicious activity.

While we strive to use commercially reasonable security measures, no method of electronic transmission or storage is completely secure. Accordingly, we cannot guarantee absolute security.

You are responsible for maintaining the confidentiality of your account.

Since login is performed through OTP verification, you should:

• Keep your mobile number secure.
• Never share OTPs with anyone.
• Notify us immediately if you suspect unauthorized access to your account.

D'Hungry Mug may issue Mug Credits under specific circumstances, including promotional campaigns, vouchers, customer goodwill gestures, or exceptional order-related situations.

Mug Credits:

• may only be issued by D'Hungry Mug;
• are redeemable only on the D'Hungry Mug Website;
• are non-transferable;
• cannot be sold, gifted, exchanged, or inherited;
• cannot be withdrawn or redeemed for cash;
• cannot be transferred to any bank account or payment instrument;
• have no monetary value outside the D'Hungry Mug platform; and
• cannot be purchased or recharged by customers.

Mug Credits remain the property of D'Hungry Mug until redeemed in accordance with our Terms & Conditions.

We retain personal information only for as long as reasonably necessary to fulfil the purposes described in this Privacy Policy, comply with applicable legal obligations, resolve disputes, prevent fraud, and enforce our agreements.

Examples include:

Active Accounts

Information associated with active accounts is retained while your account remains active.

Account Deletion Requests

Upon receiving a valid account deletion request, we will delete or anonymize your personal information to the extent permitted under applicable law.

Certain records may continue to be retained where necessary for:

• taxation;
• accounting;
• statutory compliance;
• fraud prevention;
• legal claims;
• dispute resolution; or
• other legitimate business purposes.

Customer Support Records

Customer support interactions may be retained for as long as reasonably necessary to resolve issues, improve customer service, comply with legal obligations, or protect our legal interests.

Failed Payment Records

Failed payment information may be retained for fraud prevention, reconciliation, dispute resolution, audit, and regulatory compliance purposes.

Feedback & Attachments

Feedback, reviews, and any photographs voluntarily submitted by customers may be retained until the associated issue is resolved and thereafter only for as long as reasonably necessary for record-keeping or legal purposes.

Analytics Data

Analytics information is retained in accordance with Google Analytics' default retention settings and Google's applicable policies.

As D'Hungry Mug continues to grow, we may introduce new products, services, features, or digital platforms, including but not limited to additional meal offerings, mobile applications, corporate services, or customer engagement features.

Unless stated otherwise, this Privacy Policy shall apply to such services to the extent applicable. Where additional data processing activities are introduced, we may update this Privacy Policy accordingly.

Subject to applicable laws, you may have the following rights regarding your personal information held by D'Hungry Mug.

A. Right to Access

You may request confirmation regarding the personal information we hold about you and receive a summary of such information, subject to applicable legal limitations.

B. Right to Update or Correct Information

You may update or correct inaccurate or incomplete information associated with your account.

Certain information, such as your saved addresses, may be edited directly through your account dashboard. If you require assistance updating any other information, please contact our support team.

C. Right to Delete Your Account

You may request deletion of your D'Hungry Mug account at any time by contacting our support team.

Upon receiving a valid request, we will delete or anonymize your personal information to the extent permitted by applicable law.

Please note that certain information may continue to be retained where necessary for:

• taxation;
• accounting;
• statutory compliance;
• fraud prevention;
• dispute resolution;
• legal proceedings; or
• enforcement of our Terms & Conditions.

Deletion of your account may result in the permanent loss of:

• saved addresses;
• meal preferences;
• order history available through your account;
• subscriptions;
• Mug Credits; and
• other account-related information that cannot reasonably be restored.

D. Right to Lodge a Grievance

If you believe your personal information has been handled improperly or you have any concerns regarding this Privacy Policy, you may contact our Grievance Officer using the details provided below.

We will make reasonable efforts to acknowledge and address your concerns within a reasonable timeframe in accordance with applicable laws.

Where your personal information is processed based on your consent, you may withdraw such consent by contacting us.

Please note that withdrawal of consent may affect our ability to provide certain services, including processing orders, maintaining your account, or delivering requested services.

Withdrawal of consent shall not affect the lawfulness of processing carried out before such withdrawal.

Our Website may contain links to third-party websites or services for your convenience.

D'Hungry Mug does not control and is not responsible for the privacy practices, security, or content of such third-party websites.

We encourage you to review the privacy policies of any third-party websites you choose to visit.

D'Hungry Mug currently provides its services only within Hyderabad, Telangana, India.

Your personal information is intended to be processed primarily within India.

Where any technology provider, cloud service, or infrastructure partner processes information outside India, such processing shall be carried out in accordance with applicable laws and appropriate contractual and security safeguards.

We may revise this Privacy Policy from time to time to reflect:

• changes in applicable laws;
• introduction of new products or services;
• improvements to our Website;
• operational requirements;
• technological developments; or
• changes in our business practices.

The updated Privacy Policy will be published on our Website together with its revised "Last Updated" date.

Your continued use of our Website after such updates constitutes your acceptance of the revised Privacy Policy.

This Privacy Policy shall be governed by and construed in accordance with the laws of India.

Subject to applicable law, the courts at Hyderabad, Telangana, shall have exclusive jurisdiction over any disputes arising out of or relating to this Privacy Policy or the processing of personal information by D'Hungry Mug.

While D'Hungry Mug implements reasonable technical and organizational safeguards to protect your personal information, no method of electronic transmission, storage, or internet communication is completely secure.

Accordingly, D'Hungry Mug shall not be liable for any unauthorized access, interception, loss, alteration, disclosure, or misuse of information arising from circumstances beyond its reasonable control, including cyber-attacks, force majeure events, failures of third-party infrastructure, telecommunications failures, or actions of unauthorized third parties, except where liability cannot be excluded under applicable law.

Nothing in this Privacy Policy limits any statutory rights available to consumers under applicable law.

If you have any questions, concerns, requests, or grievances regarding this Privacy Policy or the processing of your personal information, please contact us using the details below.

D'Hungry Mug Private Limited

Customer Support

Email: support@dhungrymug.com

Phone: +91 7678175235

Website: www.dhungrymug.com

In accordance with applicable laws, you may contact our designated Grievance Officer regarding any concerns relating to your personal information.

Name: Shalini Srivastava

Designation: Founder

Email: support@dhungrymug.com

Phone: +91 7678175235

We will make reasonable efforts to acknowledge and resolve your grievance in accordance with applicable legal requirements.

If any provision of this Privacy Policy is held to be invalid, unlawful, or unenforceable by a competent court or authority, the remaining provisions shall continue to remain valid and enforceable to the fullest extent permitted by law.

This Privacy Policy constitutes the complete understanding between you and D'Hungry Mug regarding the collection, use, storage, disclosure, and protection of your personal information through our Website.

Where applicable, this Privacy Policy should be read together with our:

• Terms & Conditions
• Refund & Cancellation Policy
• Shipping & Delivery Policy
• Cookie Policy
• Subscription Terms
• Corporate Orders Terms
• Mug Credits Terms

In the event of any inconsistency, the specific policy governing the relevant service shall prevail to the extent of such inconsistency.