Privacy policy

This policy explains how Crust 'N' Clove ("we", "us") collects, uses, shares, and protects your personal data when you use crustnclove.com, in line with the Digital Personal Data Protection Act, 2023 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011. By using our site, you consent to the practices described here.

• Contact details: name, phone number, email address
• Delivery address(es) and, where provided, GSTIN for corporate gifting
• Order history, saved product configurations, and dietary flags
• Payment confirmation from our payment gateway (we never store your card, UPI PIN, or full payment credentials ourselves)
• Device/usage data such as IP address, browser type, and pages visited

To process and deliver your order, verify your identity via OTP, compute accurate nutrition/allergen labels, send order and delivery updates, respond to support requests, prevent fraud, and improve our products and site. Dietary flags on your account are used only to warn you about incompatible options in the product customiser.

We share only what's needed to fulfil your order, with:

• Payment gateway (Razorpay) to process payments securely
• Delivery partners (Porter, Borzo, Delhivery, Xpressbees, Blue Dart) to deliver your order, limited to name, address, and phone number
• Communication providers (email/SMS/WhatsApp Business) to send order updates
• Analytics providers, in aggregated/anonymised form where possible
• Law enforcement or regulators, only where legally required

We do not sell your personal data to anyone.

We use the WhatsApp Business Platform for two purposes, and they are treated separately:

• Order updates. When you place an order we send messages about that order — confirmation, dispatch, tracking, delivery, cancellation — to the phone number you enter at checkout. The checkout page tells you this before you place the order. These are part of the service you have asked for and are sent whether or not you opt in to marketing.
• Offers and new products. Sent only if you tick the optional WhatsApp offers box at checkout. That box is never ticked for you, and we record the date and time you ticked it.

You can stop the offers at any time by replying STOP to any WhatsApp message from us. This takes effect immediately and automatically; you do not need to wait for anyone to read it. Reply START to turn them back on. Order updates for orders you have already placed continue either way — email privacy@crustnclove.com if you want those stopped too.

Messages you send us on WhatsApp are stored so that our team can answer them and see the history of a conversation. Some replies are drafted automatically; you can ask for a person at any time and one will take over the chat. WhatsApp is operated by Meta, and your use of it is also governed by Meta's own privacy policy.

We use essential cookies to keep you signed in and remember your cart, and analytics cookies to understand site usage. You can control cookies through your browser settings; disabling essential cookies may affect checkout.

We retain order records (including label/nutrition snapshots) for as long as required for FSSAI recall traceability and tax/legal record-keeping, and account data for as long as your account is active or as needed to resolve disputes and enforce our agreements.

Under the DPDP Act, 2023 you have the right to access, correct, update, or request erasure of your personal data, and to withdraw consent at any time (this may limit our ability to fulfil new orders). To exercise these rights, email privacy@crustnclove.com; we'll respond within 30 days.

We use industry-standard safeguards — encrypted connections (HTTPS), access controls, and secure hosting — to protect your data. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

Our services are not directed at children under 18. We do not knowingly collect personal data from children without verifiable parental consent.

For privacy questions, complaints, or to exercise your rights, contact our Grievance Officer:

Name:

[Grievance Officer Name]

Email:

privacy@crustnclove.com

Address:

Hyderabad, Telangana, India

We acknowledge complaints within 48 hours and resolve them within 30 days.

We may update this policy from time to time. Material changes will be notified via the site or email, with the "Last updated" date above revised accordingly.

For anything else, reach us via our Contact page.