TERMS OF SERVICE

A. INTRODUCTION & AGREEMENT

A.1 WELCOME TO BITTERSOIL

Welcome to Bittersoil – India’s first conscious luxury confectionery brand. We’re Haritkan Foods, dedicated to bringing purity back to food through premium date-sweetened chocolates crafted with complete transparency. These Terms of Service govern your use of our website, products, and services.

A.2 ACCEPTANCE OF TERMS

By accessing our website (bittersoil.com), placing an order, or using any of our services, you agree to be bound by these Terms of Service. If you do not agree with any part of these terms, please keep avoid involvement with our services.

A.3 DEFINITIONS

a. “We,” “Us,” “Our”: Refers to Haritkan Foods trading as Bittersoil
b. “You,” “Your”: Refers to the customer or website user
c. “Products”: All Bittersoil confectionery products
d. “Services”: Website, customer support, delivery, and all related services
e. “Order”: Purchase request submitted through our website or other channels

B. PRODUCT INFORMATION & AVAILABILITY

B.1 PRODUCT DESCRIPTIONS

a. Ingredient Transparency

  1. Complete Disclosure: All ingredients are listed in descending order of weight

  2. No Hidden Ingredients: What you see on the label is exactly what’s in the product

  3. Source Information: We provide origin information for key ingredients where possible

  4. Allergen Information: Clear labeling of all potential allergens

b. Nutritional Information

  1. Accurate Nutritional Facts: Based on laboratory analysis or standard nutrition databases

  2. Serving Size Clarity: Nutritional information provided per defined serving size

  3. Health Claims: All health-related claims are substantiated with credible evidence

  4. Updates: Nutritional information updated whenever product formulations change

c. Product Images

  1. Accurate Representation: Product images represent actual appearance as closely as possible

  2. Color Variations: Natural products may show slight color variations from images

  3. Size Reference: Images may not be to scale; refer to weight specifications

  4. Packaging Updates: Packaging may be updated; current packaging may differ from images

B.2 PRODUCT AVAILABILITY

a. Stock Status

  1. Real-Time Updates: We update product availability in real-time on our website

  2. Limited Availability: Some artisan products are made in limited batches

  3. Seasonal Products: Certain products may be available only during specific seasons

  4. Pre-Orders: Some new products may be available for pre-order before production

b. Inventory Management

  1. High Demand: Popular products may sell out quickly due to small-batch production

  2. Restocking: We aim to restock popular items within 7-14 days

  3. Notification: Sign up for restock notifications on product pages

  4. Substitutions: We will not substitute products without your explicit consent

B.3 PRICING

a. Product Pricing

  1. All-Inclusive MRP: Maximum Retail Price includes all taxes and charges

  2. No Hidden Costs: The price you see is the final price you pay

  3. Currency: All prices listed in Indian Rupees (₹)

  4. Price Changes: We reserve the right to change prices, but existing orders are honored at original price

b. Special Offers & Discounts

  1. Limited Time: Promotional prices are valid for specified periods only

  2. Terms Apply: Each offer has specific terms and conditions

  3. Combination: Multiple discounts cannot be combined unless explicitly stated

  4. Availability: Offers apply only while stock lasts

C. ORDERING PROCESS

C.1 ORDER PLACEMENT

a. Order Requirements

  1. Valid Contact Information: Accurate phone number and email address required

  2. Complete Delivery Address: Full address with landmark and PIN code

  3. Payment Method: Choose from available payment options

  4. Order Confirmation: You will receive email and SMS confirmation after successful order placement

b. Order Acceptance

  1. Order Review: All orders are subject to acceptance and stock availability

  2. Verification: We may verify order details, especially for large orders or new customers

  3. Rejection Rights: We reserve the right to refuse orders that appear fraudulent or violate our terms

  4. Confirmation Timeline: Order acceptance confirmed within 24 hours of placement

c. Order Modifications

  1. Before Processing: Orders can be modified or cancelled before processing begins

  2. Processing Window: Orders typically begin processing within 2-4 hours of placement

  3. Contact Requirement: Call [Your Phone Number] immediately for urgent changes

  4. No Guarantee: Modifications are subject to feasibility and may not always be possible

C.2 PAYMENT TERMS

a. Accepted Payment Methods

  1. Online Payments: Credit cards, debit cards, UPI, net banking

  2. Digital Wallets: PayTM, PhonePe, GPay, and other popular wallets

  3. Cash on Delivery: Available in select locations (₹50 handling fee applies)

  4. Payment Processors: We use secure, PCI-compliant payment gateways

b. Payment Processing

  1. Immediate Charge: Payment is processed immediately upon order confirmation

  2. Authorization Hold: Some payment methods may show an authorization hold

  3. Payment Confirmation: You’ll receive payment confirmation via email and SMS

  4. Failed Payments: Failed payment orders are automatically cancelled

c. Refund Processing

  1. Original Method: Refunds processed to original payment method only

  2. Processing Time: 7-10 business days for card payments, 3-5 days for UPI/wallets

  3. Bank Processing: Additional time may be required by your bank/payment provider

  4. Confirmation: Refund confirmation sent via email when processed

D. DELIVERY & FULFILLMENT

D.1 DELIVERY AREAS & TIMING

a. Service Areas

  1. Primary Delivery: Delivery within Ahmedabad city limits with applicable charges

  2. Extended Areas: Delivery to nearby areas with applicable charges

  3. Pan-India Shipping: Coming soon for select products

  4. International: Currently not available

b. Delivery Timeline

  1. Standard Delivery: 24-72 hours within Ahmedabad

  2. Same Day: Available for orders placed before 2 PM (subject to availability of things & delivery partner)

  3. Scheduled Delivery: Choose preferred delivery date during checkout

  4. Delivery Windows: Morning 9 AM to Evening 7 PM)

c. Delivery Charges

  1. Free Delivery: Orders above ₹799 within city limits

  2. Standard Charges: ₹50-100 for orders below minimum amount

  3. Express Delivery: ₹150 additional for same-day delivery

  4. Special Locations: Remote areas may have additional charges

D.2 DELIVERY PROCESS

a. Order Tracking

  1. SMS Updates: Regular updates on order preparation and dispatch

  2. Delivery Partner: Partner details shared once order is dispatched

  3. Real-Time Tracking: Track your order through provided link

  4. Delivery Confirmation: Confirmation sent upon successful delivery

b. Delivery Requirements

  1. Availability: Someone must be available to receive the order

  2. ID Verification: Valid ID required for high-value orders

  3. Inspection Opportunity: You can inspect the package before accepting

  4. Signature/OTP: Delivery confirmation through signature or OTP

c. Delivery Issues

  1. Failed Delivery: Second attempt made the next working day

  2. Undelivered Orders: Returned to us after 3 failed delivery attempts

  3. Address Changes: Contact us immediately if delivery address needs change

  4. Delivery Delays: We’ll notify you of any unexpected delays

E. PRODUCT QUALITY & SATISFACTION

E.1 QUALITY ASSURANCE

a. Production Standards

  1. FSSAI Compliance: All products manufactured under FSSAI license

  2. Hygiene Standards: Strict sanitation and quality control protocols

  3. Fresh Products: Products delivered within 70% of shelf life

  4. Batch Tracking: Every product batch is tracked for quality and traceability

b. Quality Commitment

  1. Ingredient Quality: Premium ingredients sourced from verified suppliers

  2. No Compromises: We never compromise on quality for cost savings

  3. Regular Testing: Periodic quality testing of raw materials and finished products

  4. Continuous Improvement: Feedback-driven improvements to products and processes

E.2 CUSTOMER SATISFACTION

a. Our Promise

  1. Quality Guarantee: We stand behind the quality of every product

  2. Fresh Delivery: Products delivered fresh with adequate shelf life

  3. Accurate Orders: Correct products in proper condition

  4. Professional Service: Courteous and helpful customer service

b. Issue Resolution

  1. Quick Response: Issues addressed within 24 hours of reporting

  2. Fair Solutions: Replacements, refunds, or store credit based on situation

  3. Learning Opportunity: Every issue helps us improve our processes

  4. Follow-up: We follow up to ensure you’re satisfied with the resolution

F. RETURN, REPLACEMENT & REFUND POLICY

F.1 NO-RETURN POLICY FOR FOOD SAFETY

a. Food Safety Priority
Due to the perishable nature of our products and food safety regulations, we DO NOT ACCEPT RETURNS of food products under normal circumstances. This policy protects:

  1. Your Health: Prevents contamination and ensures food safety

  2. Other Customers: Maintains hygiene standards for all customers

  3. Product Integrity: Ensures you receive only fresh, unhandled products

  4. Regulatory Compliance: Meets FSSAI food safety guidelines

F.2 REPLACEMENT CONDITIONS

a. Eligible for Replacement
We will replace products in the following situations:

  1. Damaged During Transit:

    • Product packaging is damaged or broken

    • Products are crushed or physically damaged

  2. Manufacturing Defects:

    • Products with visible mold or contamination

    • Foreign objects found in products

    • Products that don’t match ordered specifications

  3. Incorrect Orders:

    • Wrong products delivered

    • Missing items from order

    • Quantity discrepancies

  4. Quality Issues:

    • Products delivered beyond safe consumption period

    • Products with off-taste or unusual texture (verified case-by-case)

    • Products not meeting our quality standards

b. Replacement Process

  1. Report Within 24 Hours: Contact us within 24 hours of delivery

  2. Photo Evidence: Provide clear photos of the product and packaging

  3. Retain Product: Keep the product until our team reviews your case

  4. Quick Resolution: Replacement arranged within 48 hours of verification

  5. Pickup & Delivery: We’ll pick up defective items and deliver replacements

F.3 REFUND CONDITIONS

a. Eligible for Refund

  1. Payment Issues: Double charging or payment processing errors

  2. Order Cancellation: Orders cancelled before processing

  3. Delivery Failure: Orders that cannot be delivered after multiple attempts

  4. Severe Quality Issues: Products deemed unsafe for consumption

  5. Our Error: Mistakes in pricing or product information on our end

b. Refund Process

  1. Refund Timeline: Processed within 7-10 business days

  2. Original Payment Method: Refunded to the same payment method used

  3. Refund Confirmation: Email notification sent when refund is processed

  4. Bank Processing Time: Additional 2-7 days depending on your bank

F.4 WHAT IS NOT ELIGIBLE

a. No Replacement/Refund For

  1. Change of Mind: Deciding you don’t want the product after delivery

  2. Taste Preferences: Personal taste preferences or expectations

  3. Normal Variations: Natural color, texture, or flavor variations in artisan products

  4. Delayed Reporting: Issues reported after 24 hours without valid reason

  5. Consumed Products: Products that have been partially or fully consumed

  6. Improper Storage: Products damaged due to improper storage after delivery

G. USER RESPONSIBILITIES

G.1 ACCOUNT CREATION & MANAGEMENT

a. Account Information

  1. Accurate Information: Provide accurate and complete information during registration

  2. Information Updates: Keep your contact and delivery information updated

  3. Password Security: Maintain confidentiality of your account credentials

  4. Account Activity: You’re responsible for all activity under your account

b. Prohibited Activities

  1. Fraudulent Orders: Placing false or fraudulent orders

  2. Multiple Accounts: Creating multiple accounts to abuse promotions

  3. System Abuse: Attempting to manipulate or abuse our ordering system

  4. Unauthorized Access: Accessing other users’ accounts or our systems

G.2 PROPER USE OF WEBSITE

a. Acceptable Use

  1. Legitimate Purposes: Use website only for legitimate shopping and information purposes

  2. Respect Others: Don’t interfere with other users’ experience

  3. Follow Laws: Comply with all applicable laws while using our services

  4. Accurate Information: Provide accurate information in all interactions

b. Prohibited Conduct

  1. Harmful Code: No viruses, malware, or harmful code

  2. System Interference: Don’t disrupt or interfere with our website operations

  3. Data Mining: No automated data collection or scraping

  4. False Information: Don’t provide false or misleading information

G.3 PRODUCT HANDLING & STORAGE

a. Upon Delivery

  1. Immediate Inspection: Check products immediately upon delivery

  2. Proper Storage: Store products according to package instructions

  3. Temperature Control: Maintain proper temperature for chocolate products

  4. Hygiene: Handle products with clean hands and proper hygiene

b. Consumption Guidelines

  1. Check Expiry: Always check expiry dates before consumption

  2. Storage Conditions: Follow storage instructions for optimal quality

  3. Allergen Awareness: Read ingredient labels carefully for allergens

  4. Portion Control: Consume in moderation as part of balanced diet

H. INTELLECTUAL PROPERTY

H.1 OUR INTELLECTUAL PROPERTY

a. Brand Assets

  1. Trademark: “Bittersoil” and related marks are our registered trademarks

  2. Logo & Design: All logo designs and brand imagery are our property

  3. Product Names: Product names and descriptions are our intellectual property

  4. Content: Website content, recipes, and educational materials are our property

b. Protection & Usage

  1. No Unauthorized Use: Don’t use our trademarks, logos, or brand assets without permission

  2. Commercial Use: Commercial use of our intellectual property is strictly prohibited

  3. Permission Required: Contact us for any usage permissions or licensing inquiries

  4. Legal Protection: We actively protect our intellectual property rights

H.2 USER-GENERATED CONTENT

a. Content You Share

  1. Reviews & Feedback: You grant us right to use your reviews and feedback

  2. Photos & Videos: User-generated content may be used for marketing (with attribution)

  3. Social Media: Content shared on social media may be featured by us

  4. Rights Retention: You retain ownership but grant us usage rights

b. Content Guidelines

  1. Original Content: Share only original content you own or have rights to use

  2. Respectful Content: No offensive, inappropriate, or harmful content

  3. Honest Reviews: Provide honest and accurate reviews and feedback

  4. No Spam: Don’t spam or post repetitive content

I. LIMITATION OF LIABILITY

I.1 GENERAL LIMITATIONS

a. Service Limitations

  1. Best Efforts: We provide services on “best efforts” basis

  2. No Guarantees: No absolute guarantees on delivery timing or product availability

  3. External Factors: Not liable for delays due to weather, traffic, or force majeure events

  4. Third-Party Services: Limited liability for third-party service provider issues

b. Damage Limitations

  1. Direct Damages: Liability limited to the value of products purchased

  2. Indirect Damages: No liability for indirect, incidental, or consequential damages

  3. Business Losses: Not liable for business losses or opportunity costs

  4. Maximum Liability: Total liability limited to amount paid for specific order

I.2 SPECIFIC EXCLUSIONS

a. Health & Allergies

  1. Medical Conditions: Not liable for adverse reactions to products

  2. Allergy Information: Allergen information provided as guidance only

  3. Medical Advice: Our products are not medical treatments or advice

  4. Individual Sensitivity: Not liable for individual sensitivities or reactions

b. Force Majeure

  1. Natural Disasters: Not liable for delays/issues due to natural disasters

  2. Government Actions: Not liable for impacts of government regulations or actions

  3. Supply Chain: Not liable for supplier or logistics partner failures

  4. Technical Issues: Limited liability for website or system technical problems

I.3 INDEMNIFICATION

a. Your Indemnification
You agree to indemnify and hold us harmless from:

  1. Your Violations: Claims arising from your violation of these terms

  2. Your Content: Claims related to content you provide or share

  3. Your Actions: Claims arising from your actions or use of our services

  4. Third-Party Claims: Claims by third parties related to your use of our services

J. PRIVACY & DATA PROTECTION

J.1 PRIVACY COMMITMENT

a. Data Collection

  1. Minimal Collection: We collect only necessary information for service provision

  2. Transparent Practices: Clear explanation of data collection and use

  3. Secure Storage: Industry-standard security measures for data protection

  4. Limited Sharing: Data shared only with essential service providers

b. Your Privacy Rights

  1. Access Rights: Right to access your personal data

  2. Correction Rights: Right to correct inaccurate information

  3. Deletion Rights: Right to request data deletion (subject to legal requirements)

  4. Control Rights: Control over marketing communications and data use

J.2 PRIVACY POLICY REFERENCE

For complete details on our data practices, please refer to our comprehensive Privacy Policy available at bittersoil.com/privacy-policy

Key highlights:

  1. Conscious Data Practices: Transparent, minimal, and purposeful data collection

  2. Security Measures: Robust protection for your personal information

  3. User Control: Multiple ways to control your data and privacy settings

  4. Legal Compliance: Full compliance with Indian privacy laws

K. DISPUTE RESOLUTION & COMPLAINTS

K.1 COMPLAINT PROCESS

a. Internal Resolution

  1. First Contact: Reach out to our customer service team first

  2. Response Time: Initial response within 24 hours

  3. Resolution Timeline: Complete resolution within 7-15 days

  4. Escalation: Escalate to management if not satisfied with initial response

b. Contact Methods

  • Email: support@bittersoil.com (Preferred method)

  • Phone: [Your Phone Number] (Mon-Sat, 9 AM – 7 PM)

  • WhatsApp: [Your WhatsApp Number] (9 AM – 9 PM)

  • Address: Haritkan Foods, [Your Complete Business Address]

K.2 FORMAL DISPUTE RESOLUTION

a. Mediation

  1. Preferred Method: We prefer to resolve disputes through direct discussion

  2. Good Faith: Both parties commit to good faith resolution efforts

  3. Reasonable Solutions: Seek mutually acceptable solutions

  4. Documentation: Maintain records of resolution efforts

b. Legal Jurisdiction

  1. Governing Law: These terms are governed by Indian law

  2. Jurisdiction: Courts of Ahmedabad, Gujarat have exclusive jurisdiction

  3. Language: All legal proceedings to be conducted in English

  4. Alternative Dispute Resolution: Arbitration or mediation preferred over litigation

K.3 CONSUMER PROTECTION

a. Consumer Rights
As per Consumer Protection Act, 2019:

  1. Right to Information: Complete product and service information

  2. Right to Choose: Freedom to choose products and services

  3. Right to be Heard: Your complaints and feedback are important to us

  4. Right to Redressal: Fair and timely resolution of grievances

b. External Complaint Options

  1. Consumer Forum: District/State Consumer Protection Councils

  2. Online Portal: National Consumer Helpline (1915)

  3. FSSAI Complaints: For food safety and quality issues

  4. Industry Associations: Relevant trade body complaints procedures

L. FORCE MAJEURE

L.1 EVENTS BEYOND OUR CONTROL

a. Definition of Force Majeure
Events that prevent us from fulfilling our obligations include:

  1. Natural Disasters: Earthquakes, floods, cyclones, etc.

  2. Government Actions: Emergency declarations, lockdowns, policy changes

  3. Infrastructure Failures: Power outages, internet failures, transportation strikes

  4. Global Events: Pandemics, wars, major supply chain disruptions

b. Impact on Services
During force majeure events:

  1. Service Suspension: Services may be temporarily suspended or limited

  2. Order Delays: Existing orders may face significant delays

  3. Refund Options: Full refunds offered for orders that cannot be fulfilled

  4. Communication: Regular updates provided about service restoration

L.2 MITIGATION EFFORTS

a. Our Commitments

  1. Reasonable Efforts: We’ll make reasonable efforts to minimize disruptions

  2. Alternative Solutions: Seek alternative ways to fulfill orders when possible

  3. Clear Communication: Keep customers informed about status and expectations

  4. Priority Recovery: Prioritize service restoration as soon as possible

M. MODIFICATION OF TERMS

M.1 CHANGES TO TERMS

a. Right to Modify

  1. Update Rights: We reserve the right to update these terms as needed

  2. Legal Compliance: Changes may be required for legal or regulatory compliance

  3. Service Evolution: Terms may evolve as our services expand and improve

  4. Industry Standards: Updates to align with industry best practices

b. Notification Process

  1. Advance Notice: 30 days advance notice for material changes

  2. Email Notification: Notice sent to registered email addresses

  3. Website Banner: Prominent notice on website about upcoming changes

  4. Version Control: New version number and effective date clearly marked

M.2 CUSTOMER CHOICES

a. Acceptance Options

  1. Continued Use: Using services after effective date implies acceptance

  2. Review Period: 30 days to review changes before they take effect

  3. Opt-Out: Close account if you disagree with material changes

  4. Granular Objection: Object to specific changes while maintaining account

b. Transition Period

  1. Existing Orders: Orders placed before changes remain under original terms

  2. Pending Transactions: Current transactions completed under existing terms

  3. Grace Period: Reasonable time provided for adjustment to new terms

  4. Customer Support: Additional support during transition period

N. TERMINATION

N.1 TERMINATION BY CUSTOMER

a. Account Closure

  1. Voluntary Closure: Close your account anytime by contacting customer service

  2. Data Handling: Account data handled according to our Privacy Policy

  3. Pending Orders: Complete pending orders before account closure

  4. Final Statements: Final order history and statements provided upon request

N.2 TERMINATION BY US

a. Grounds for Termination

  1. Terms Violation: Repeated or severe violation of these terms

  2. Fraudulent Activity: Suspected fraud or abuse of services

  3. Legal Requirements: Legal or regulatory requirements for account closure

  4. Service Discontinuation: If we discontinue services in your area

b. Termination Process

  1. Notice Period: Reasonable notice provided except for serious violations

  2. Data Export: Opportunity to export your data before closure

  3. Pending Orders: Fair resolution of pending orders and payments

  4. Appeal Process: Right to appeal termination decisions

O. MISCELLANEOUS PROVISIONS

O.1 GENERAL TERMS

a. Severability

  1. Invalid Provisions: If any provision is deemed invalid, others remain in effect

  2. Partial Enforcement: Partial invalidity doesn’t affect entire agreement

  3. Reasonable Substitution: Invalid provisions replaced with similar valid terms

  4. Legal Compliance: Terms interpreted to comply with applicable laws

b. Entire Agreement

  1. Complete Terms: These terms constitute the complete agreement

  2. Superseding Agreement: Replaces all previous agreements and understandings

  3. Modification Requirements: Changes must be in writing and properly executed

  4. Consistent Interpretation: All documents interpreted consistently

O.2 CONTACT INFORMATION & SUPPORT

a. Customer Service

b. Business Haritkan Food, Jodhpur gam, satellite, Ahmedabad – 380015

c. Specialized Contacts

P. ACKNOWLEDGMENT & ACCEPTANCE

P.1 CUSTOMER ACKNOWLEDGMENT

By using Bittersoil services, you acknowledge and agree that:

  1. You have read and understood these Terms of Service in their entirety

  2. You accept all terms and conditions outlined in this document

  3. You understand your rights and obligations as a customer

  4. You agree to comply with all applicable laws and regulations

  5. You accept the limitations and exclusions of liability stated herein

P.2 EFFECTIVE AGREEMENT

  1. Binding Agreement: These terms create a legally binding agreement between you and Haritkan Foods

  2. Electronic Acceptance: Electronic acceptance has the same legal effect as written agreement

  3. Order Confirmation: Each order placed constitutes acceptance of current terms

  4. Continued Validity: Terms remain in effect for all future transactions until modified

For Questions About These Terms:

📧 Email: support@bittersoil.com
📞 WhatsApp: +91 9328374704
🏢 Address: Haritkan Food, Jodhpur gam, satellite, Ahmedabad – 380015

These Terms of Service reflect our commitment to fair trade principles and transparent business practices. We believe in building long-term relationships based on trust, quality, and mutual respect – just like our approach to crafting conscious confections.

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