Terms of Service

Last Updated: 27 October 2026

1. Introduction

Welcome to BraaiCraft Smokehouse.

These Terms of Service govern your access to and use of braaicraftsmokehouse.com, including our website content, online ordering facilities and related services.

BraaiCraft Smokehouse is a food business operated by ELSH Ventures LLP, having its business address at:

3rd Floor, Innov8 Coworking, Orchid Center, Golf Course Road, Sector 56, Gurugram, Haryana – 122002, India.

In these Terms, references to “BraaiCraft Smokehouse”, “we”, “us” or “our” mean ELSH Ventures LLP operating under the BraaiCraft Smokehouse brand. References to “you” or “your” mean any person accessing our website or placing an order through our services.

By accessing our website or placing an order, you agree to these Terms of Service. If you do not agree with these Terms, please do not use our online ordering services.

These Terms should be read together with our Privacy Policy and Refund and Returns Policy.

2. Scope of Services

BraaiCraft Smokehouse is a gourmet cloud kitchen based in Gurugram, Haryana. We specialise in gourmet roasts, live-fire cooking, grilled preparations, roast burgers, rice bowls and dishes inspired by international culinary traditions.

Our services may include:

• Online food ordering for delivery or takeaway.
• Information about our menu, ingredients and food preparations.
• Promotional offers, discounts and customer communications.
• Information about BraaiCraft products and our approach to fire-led cooking.

Our food ordering and delivery services are subject to availability, delivery coverage, operating hours and the conditions displayed during checkout.

Access to our website does not guarantee that any particular dish, service or delivery slot will be available.

3. Business and Food Safety Information

Legal entity: ELSH Ventures LLP

Operating brand: BraaiCraft Smokehouse

Registered food business FSSAI licence number: 10826005000786

Business address:

3rd Floor, Innov8 Coworking, Orchid Center, Golf Course Road, Sector 56, Gurugram, Haryana – 122002, India.

Kitchen address:

17, inside Lotus Villas, DLF Phase 4, Gurugram – 122009, Haryana, India.

The FSSAI licence details above should be read subject to the validity, scope and particulars recorded in the applicable licence.

4. Eligibility

You must be legally capable of entering into a binding contract under applicable Indian law to place an order.

If you place an order on behalf of another person, you confirm that you are authorised to do so and that the information provided is accurate.

You agree to provide a valid telephone number, delivery address and other information reasonably required to process and fulfil your order.

5. Menu, Ingredients and Food Information

We make reasonable efforts to ensure that our menu descriptions, prices, ingredient information and photographs are accurate and up to date.

However:

• Food photographs are illustrative and the actual presentation may vary.
• Portion sizes and appearance may vary within reasonable limits according to the dish and preparation method.
• Ingredients, sauces, seasonings and garnishes may form part of a dish.
• Menu items may change when reasonably necessary, subject to applicable law and appropriate disclosure.
• Certain dishes may be available only in limited quantities or during specified periods.

Where a material ingredient substitution or change affects an order, we will seek to inform the customer and obtain agreement where appropriate.

We do not knowingly misrepresent our menu or the ingredients used in our food.

Allergies and Dietary Requirements

Please inform us of any food allergies or dietary requirements before placing an order. You may contact us using the details provided in Section 23.

Although we take reasonable precautions in food preparation and handling, our kitchen may handle multiple ingredients, including common allergens. We cannot guarantee that any dish is entirely free from unintended allergen cross-contact unless this has been specifically confirmed by us.

Customers with severe allergies should contact us before ordering and should not rely solely on menu descriptions.

Please do not assume that a dish is vegetarian, vegan, gluten-free or free from a particular allergen unless the relevant information has been confirmed.

6. Prices, Taxes and Additional Charges

Prices displayed on our website are in Indian Rupees (INR), unless otherwise stated.

Applicable taxes, delivery fees, packaging charges and other disclosed charges will be shown during checkout, where applicable.

The final amount payable is the amount displayed at the time of order confirmation.

We reserve the right to update menu prices and charges prospectively. A price change will not alter the agreed price of an order that has already been accepted, except where a correction or adjustment is lawfully agreed with the customer.

If an obvious pricing or technical error affects an order, we may contact you to explain the issue and seek your agreement to a corrected order or arrange a cancellation and refund, as appropriate.

7. Placing and Accepting Orders

You may place an order through our website or through a third-party ordering platform on which our food is listed.

When placing an order, you are responsible for checking:

• The dishes and quantities selected.
• Any available customisation or special instructions.
• The delivery address or takeaway details.
• The applicable charges and final payable amount.
• The contact information provided.

An order acknowledgement or payment confirmation does not necessarily mean that the order has been accepted for preparation. Acceptance will be indicated through the confirmation or status communicated by our ordering system or our team.

We may decline or cancel an order where reasonably necessary, including where an item is unavailable, the delivery address is outside our service area, payment cannot be verified, a material technical error occurs or fulfilment is not reasonably possible.

Where an order has been paid for but is not accepted or cannot be fulfilled, the applicable refund will be processed in accordance with our Refund and Returns Policy and applicable law.

8. Payments

Payments for direct website orders must be made using the payment methods offered at checkout.

You agree to provide accurate payment information and to use a payment method that you are authorised to use.

Payment processing may be provided by third-party payment service providers. Their systems may be subject to separate terms and privacy policies.

We do not ask customers to disclose their payment passwords, card PINs or one-time passwords to our staff.

If a payment is deducted but the order status remains unclear, please contact us with your order reference and payment details sufficient to identify the transaction. Do not send full card details or confidential authentication credentials.

Any refund for a failed, cancelled or otherwise eligible transaction will be handled in accordance with our Refund and Returns Policy.

9. Food Preparation, Delivery and Takeaway

We prepare orders after acceptance and aim to dispatch or make them available for collection within the estimated time communicated to you.

Preparation and delivery times are estimates and may vary because of order volume, traffic, weather, operational constraints or other circumstances beyond our reasonable control.

For delivery orders:

• You are responsible for providing a complete and accurate delivery address and contact number.
• Someone should be available to receive the order at the stated address.
• You should provide reasonable delivery instructions where necessary.
• Additional delivery attempts, redelivery or changes to an order may depend on operational feasibility and any charges disclosed to you.

If an incorrect address or unavailable recipient prevents delivery, please contact us promptly. Any decision concerning redelivery, cancellation or refund will depend on the circumstances and applicable law.

For takeaway orders, please follow the collection instructions and timing communicated during order confirmation.

We will not treat a delivery delay, by itself, as an automatic waiver of any rights available to a customer under applicable law.

10. Order Changes, Cancellations and Refunds

Food is generally prepared to order and may be perishable. For this reason, cancellation or modification may become difficult once preparation has started.

Please contact us as soon as possible if you need to request a change or cancellation. We will consider the request based on the stage of preparation and the circumstances.

A cancellation request does not automatically mean that an order has been cancelled. Please obtain confirmation from our team or the relevant ordering platform.

Refunds, replacements and other remedies will be considered in accordance with our published Refund and Returns Policy and applicable law.

If an order is incorrect, incomplete, damaged, not delivered or raises a genuine food-quality or food-safety concern, please notify us promptly and provide the order reference and relevant details. Photographs may help us investigate the issue.

Nothing in these Terms excludes remedies that customers are entitled to under applicable consumer protection or food safety laws.

Orders placed through third-party platforms may also be subject to those platforms’ order-management, cancellation and refund procedures. You may need to raise a platform order issue through the platform as well as contact us where appropriate.

11. Promotional Offers and Discounts

We may offer promotional codes, discounts, special menus or other benefits from time to time.

Unless expressly stated otherwise, promotional offers:

• Are subject to the eligibility conditions and validity period communicated with the offer.
• May require a minimum order value or apply only to specified items.
• May be limited to particular ordering channels, customers or locations.
• Cannot be exchanged for cash.
• Cannot be combined with other offers unless expressly permitted.

We reserve the right to correct errors in promotional information and to withdraw or amend future offers, subject to applicable law and any rights already accrued to a customer.

A promotional offer does not alter an order that has already been accepted unless the customer agrees to the change or applicable law requires otherwise.

12. Third-Party Platforms and Services

Our website may link to or facilitate access to third-party services, including food delivery platforms, payment providers, mapping services and social media platforms.

These third parties operate independently and may have their own terms, privacy policies and customer support procedures.

We are not responsible for the independent operation of third-party websites or systems. However, this does not exclude any responsibility that we may have for our own representations, conduct, contractual obligations or actions under applicable law.

Where an order is placed through a third-party platform, the relevant platform may manage payment, delivery tracking, cancellation requests or refunds in accordance with its procedures.

13. Website Use and Security

You agree to use our website lawfully and responsibly.

You must not:

• Use the website for fraudulent, unlawful or misleading purposes.
• Attempt unauthorised access to our systems, accounts or data.
• Interfere with website security, availability or normal operation.
• Introduce malicious software or attempt to compromise our systems.
• Copy, scrape or commercially exploit website content without permission, except where permitted by law.
• Submit false information or impersonate another person.

We may restrict access where reasonably necessary to protect the website, customers or our business, subject to applicable law.

We cannot guarantee uninterrupted or error-free website access. Temporary interruptions may occur because of maintenance, technical issues or circumstances beyond our reasonable control.

14. Intellectual Property

Unless otherwise stated, the text, photographs, graphics, logos, brand elements, menu content and other materials published on our website are owned by or licensed to ELSH Ventures LLP or the relevant rights holders.

You may access and use this content for personal, non-commercial purposes.

You must not reproduce, republish, distribute, modify or commercially exploit our content without prior written permission, except where permitted by applicable law.

The BraaiCraft Smokehouse and BraaiCraft names, logos and related brand assets may not be used in a manner that implies an unauthorised association or endorsement.

15. Reviews, Feedback and Customer Submissions

We welcome genuine customer feedback and reviews.

When submitting feedback through our website or communications channels, you must not submit unlawful, threatening, abusive, knowingly false or infringing material.

You retain ownership of any intellectual property rights you hold in your submissions. By voluntarily submitting feedback or suggestions for our business, you permit us to use that material to review, respond to and improve our services.

We will not assume permission to publish private customer communications or identify a customer publicly merely because feedback was submitted privately.

Public reviews and testimonials may be displayed or referenced only in accordance with applicable law and any required permissions.

16. Privacy and Personal Information

We collect and use personal information as described in our Privacy Policy.

Information may be used, as appropriate, to process orders, coordinate delivery, handle payments and customer support, respond to complaints, prevent fraud and meet legal obligations.

Our handling of personal information is subject to applicable data protection and privacy laws.

Please review our Privacy Policy for details about the information we collect, the purposes of processing, relevant third parties, retention and your applicable rights.

17. Food Safety and Customer Concerns

Food safety is important to us. If you believe that an order presents a food-safety concern, please stop consuming the affected food and contact us promptly with the order details and a description of the issue.

We will review genuine complaints and take appropriate steps in accordance with the circumstances and applicable requirements.

Customers may also approach the relevant statutory authorities where appropriate.

Nothing in these Terms limits rights or remedies available under applicable food safety or consumer protection legislation.

18. Limitation of Liability

We will exercise reasonable care in operating our services and fulfilling accepted orders.

To the extent permitted by applicable law, we are not responsible for losses arising solely from circumstances beyond our reasonable control, including certain third-party service interruptions, inaccurate delivery details supplied by a customer or events that could not reasonably have been prevented.

Nothing in these Terms excludes or restricts liability where such exclusion or restriction is prohibited by law, including any applicable liability relating to negligence, fraud, statutory consumer rights, food safety or other non-excludable obligations.

Where liability can lawfully be limited, any limitation will be applied only to the extent permitted by applicable law and the circumstances of the claim.

19. Events Beyond Our Reasonable Control

We may occasionally be unable to operate normally because of events beyond our reasonable control, such as severe weather, fire, power or utility failures, transport disruptions, government restrictions or other emergencies.

Where such an event affects an accepted order, we will make reasonable efforts to inform affected customers and explain the available options.

Any cancellation, refund or other remedy will be handled in accordance with the circumstances, our applicable policies and applicable law.

20. Governing Law and Dispute Resolution

These Terms are governed by the laws of India.

If you have a question, complaint or concern about an order or our services, please contact our designated Grievance Officer using the details provided in Section 23.

We will make reasonable efforts to acknowledge, investigate and resolve grievances within the time limits prescribed by applicable law.

Subject to applicable law, disputes may be brought before the courts or consumer dispute redressal authorities having jurisdiction.

Nothing in these Terms prevents a customer from exercising a statutory right to seek redressal before a competent consumer commission or other appropriate authority.

We will not require customers to waive any non-waivable statutory rights as a condition of using our services.

21. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services, operational practices, legal requirements or business arrangements.

The revised version will be published on this page with an updated revision date.

Changes will apply prospectively from the stated effective date, except where a different treatment is required by law or agreed with the customer.

The Terms applicable to an accepted order will not be changed retrospectively in a manner that unlawfully diminishes the customer’s rights.

We encourage customers to review this page periodically.

22. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply to the extent legally permissible.

Any invalid provision will be interpreted or modified only to the extent necessary to make it enforceable, where permitted by law.

23. Contact Information and Grievance Redressal

For order-related questions, complaints, food-quality concerns or queries about these Terms, please contact us using the details below.

Legal entity: ELSH Ventures LLP

Operating brand: BraaiCraft Smokehouse

Designated Grievance Officer: BraaiCraft Smokehouse Grievance Officer

Telephone: +91 9816 461 233

Email: connect@smokehousebybraaicraft.com

Business address:

3rd Floor, Innov8 Coworking, Orchid Center, Golf Course Road, Sector 56, Gurugram, Haryana – 122002, India.

Kitchen address:

17, inside Lotus Villas, DLF Phase 4, Gurugram – 122009, Haryana, India.

FSSAI licence number: 10826005000786

When submitting a grievance, please include your order reference, date of order, contact details and a clear description of the issue. Please do not include payment passwords, card PINs or other confidential authentication information.

We will acknowledge and address grievances within the timelines prescribed by applicable law.

For complaints requiring formal escalation, please identify your communication as a customer grievance.

By using our website or placing an order, you acknowledge that you have had the opportunity to review these Terms of Service. Your statutory rights under applicable Indian law remain unaffected.