Privacy Policy
Privacy Policy
BraaiCraft Smokehouse
Operated by ELSH Ventures LLP
Effective date: 27 October 2026
Last updated: 27 October 2026
1. Introduction
Welcome to BraaiCraft Smokehouse.
This Privacy Policy explains how ELSH Ventures LLP, operating under the brand name BraaiCraft Smokehouse (“we”, “us” or “our”), collects, uses, stores, shares and protects personal information when you visit our website, create an account, order food, contact us, make a catering enquiry, interact with our team or use our services through other communication channels.
We are committed to handling personal information responsibly, transparently and in accordance with applicable Indian law, including the Digital Personal Data Protection Act, 2023 (“DPDP Act”) and the Digital Personal Data Protection Rules, 2025, as and when their respective provisions become applicable.
By using our website or services, you acknowledge that you have had the opportunity to read this Privacy Policy. Where consent is required by law, we will seek it separately and in an appropriate manner. Reading or accepting this Privacy Policy does not, by itself, constitute consent to every form of data processing described below.
2. Who We Are
BraaiCraft Smokehouse is a gourmet food business offering food ordering, delivery, takeaway and catering services.
The website is operated by:
ELSH Ventures LLP
3rd Floor, Innov8 Coworking, Orchid Center,
Golf Course Road, Sector 56,
Gurgaon, Haryana – 122002, India.
Our kitchen operates at:
1126, Lotus Villas, opposite Hamilton Court,
DLF Phase 4, Gurgaon, Haryana – 122009, India.
For privacy-related queries, requests or complaints, contact us at:
Email: connect@smokehousebybraaicraft.com
We have a designated grievance contact responsible for receiving and addressing privacy-related concerns. The contact details of the designated officer will be made available through our website or upon request, as applicable.
3. Scope of This Policy
This Privacy Policy applies to personal information collected through:
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Our website, https://braaicraftsmokehouse.com/
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Customer registration and account management.
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Online food orders, takeaway orders and delivery arrangements.
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Telephone calls, WhatsApp messages and email communications.
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Catering enquiries and business-to-business customer interactions.
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Customer feedback, reviews, complaints and support requests.
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Our marketing communications, promotions and customer engagement activities.
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Cookies, analytics and advertising technologies used on our website.
Where you interact directly with independent third-party platforms, such as Zomato or Swiggy, their own privacy policies and practices may apply to information they collect and process independently.
4. Personal Information We Collect
We collect only the information reasonably necessary for the relevant purposes, subject to applicable law.
4.1 Information you provide
Depending on how you interact with us, this may include:
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Name and contact details, including mobile number and email address.
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Delivery and billing addresses.
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Account registration and profile information.
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Order details, preferences and order history.
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Catering requirements and business enquiry details.
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Messages, feedback, reviews and complaints.
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Marketing preferences and communication choices.
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Information you voluntarily provide when contacting our team.
Please do not send unnecessary sensitive or confidential information through our general contact channels.
4.2 Order and payment information
When you place an order, we may collect information needed to process and fulfil it, including the order amount, payment status, transaction reference, order number and refund status.
Online payments are processed through external payment gateways, including Cashfree and Razorpay, depending on the transaction.
We do not intend to collect or store complete payment card details through our own systems. Payment providers may independently collect and process payment information under their respective terms and privacy policies.
4.3 Technical and usage information
When you visit our website, we or our service providers may collect technical information, including:
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IP address.
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Browser type and device information.
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Operating system and technical identifiers.
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Website pages visited and interactions.
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Referral information and approximate location derived from technical data.
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Cookie identifiers and information used for analytics or advertising measurement.
The specific information collected depends on your device, browser settings and the technologies enabled on our website.
5. Why We Use Personal Information
We use personal information for specific, legitimate and disclosed purposes, including the following.
5.1 Account management
To create and manage customer accounts, authenticate users, maintain account information, support order history and enable website features.
5.2 Order processing and fulfilment
To receive and confirm orders, prepare food, arrange delivery or takeaway, communicate order status, resolve delivery issues and provide customer support.
5.3 Payments, refunds and accounting
To verify payment status, reconcile transactions, investigate failed payments, process eligible refunds, maintain financial records and meet applicable accounting and tax obligations.
5.4 Customer support and complaints
To respond to questions, resolve complaints, investigate service issues, manage catering enquiries and improve our customer service.
5.5 Business and catering enquiries
To respond to corporate catering requests, understand customer requirements, prepare quotations, communicate with business customers and manage resulting commercial relationships.
5.6 Website operation and security
To maintain website functionality, detect errors, prevent fraud, protect accounts, troubleshoot technical issues and safeguard our systems.
5.7 Analytics and service improvement
To understand how visitors use our website, assess website performance, improve the ordering experience and evaluate our services.
5.8 Marketing and advertising
Where permitted by applicable law and supported by the appropriate consent or other lawful basis, we may use relevant information to:
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Send promotional emails, WhatsApp messages or SMS.
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Inform customers about new menu items, offers and discounts.
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Measure advertising effectiveness.
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Create or use advertising audiences and retargeting campaigns.
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Improve the relevance of our communications.
Marketing consent will be treated separately from consent needed to fulfil an order or operate an account where applicable. You can opt out of promotional communications as described in this Policy.
6. Legal Grounds and Consent
We will process personal information only where permitted by applicable law.
Depending on the circumstances and the provisions in force, processing may be based on valid consent, a legally recognised legitimate use, compliance with legal obligations or another basis expressly permitted by applicable law.
Where consent is required, it should be freely given, specific, informed, unconditional and unambiguous, expressed through a clear affirmative action.
We will not treat silence, inactivity, a pre-selected optional marketing checkbox or the mere act of browsing as consent where affirmative consent is required.
Where applicable, we will provide a clear notice before or at the point of collection explaining:
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The categories of personal information being collected.
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The specific purposes for which the information will be processed.
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The goods, services or uses enabled by that processing.
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How consent may be withdrawn.
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How privacy rights may be exercised.
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How a complaint may be raised.
Where we rely on consent, you may withdraw it using the methods described in this Policy. Withdrawal does not invalidate processing lawfully undertaken before withdrawal. It may, however, affect services or features that genuinely require the relevant information.
We will take steps to implement and maintain appropriate consent records and processes in accordance with the applicable legal requirements and commencement timetable.
7. Sharing of Personal Information
We do not sell personal information as a standalone commercial product. We may share information where necessary for the purposes described in this Policy, subject to applicable law.
7.1 Technology and service providers
We use external service providers to operate our ordering and business systems. Depending on the service involved, these may include:
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PetPooja, for restaurant operations and order management.
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uEngage and DotPe, for ordering, technology or related services, as applicable.
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Cashfree and Razorpay, for payment processing.
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Delivery and logistics providers, including relevant third-party logistics partners such as Shadowfax and Porter.
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Website hosting, security, analytics, advertising, communication and marketing service providers.
The information shared will depend on the service being provided. For example, a delivery partner may require a customer’s name, telephone number, delivery address and order reference to complete a delivery.
We expect service providers handling information on our behalf to use it only for authorised purposes and to apply appropriate safeguards, subject to their contracts and applicable law.
7.2 Orders through third-party platforms
Orders placed directly through Zomato or Swiggy are managed through the respective platform’s ordering and operational systems.
For such orders, the platform generally manages the information collected directly from you and the information it processes for its own services. Information shared with us to prepare or fulfil an order will be handled in accordance with applicable law and the relevant platform arrangements.
7.3 Sharing with BraaiCraft manufacturing
BraaiCraft Smokehouse and the BraaiCraft manufacturing business are associated business operations.
Where personal information is shared between these operations, we will limit sharing to disclosed and appropriate purposes, such as customer support, administration or relevant business communications, where applicable and legally permitted.
We will provide the necessary transparency and obtain consent where required. Marketing communications from a separate business or brand will not be treated as automatically authorised merely because you have placed an order with BraaiCraft Smokehouse.
Customers may contact us to ask about this sharing or withdraw consent where consent is the applicable basis for processing.
7.4 Legal and regulatory disclosures
We may disclose personal information where required by applicable law, a valid legal process, a competent authority or a lawful request that we are required to comply with.
We may also use or disclose relevant information when reasonably necessary to investigate fraud, protect our rights, enforce contractual terms or address security incidents, subject to applicable law.
7.5 Business transfers
If our business undergoes a merger, restructuring, transfer or similar transaction, personal information may be transferred as part of that transaction, subject to applicable legal requirements and appropriate safeguards.
8. Cookies, Analytics and Advertising Technologies
Our website uses cookies and similar technologies to support website functionality, understand visitor behaviour and measure advertising performance.
These technologies may include:
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Essential cookies required for website functionality.
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Analytics technologies used to understand website usage.
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Advertising technologies used to measure campaigns or support retargeting.
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Security technologies used to protect forms and website interactions.
Depending on the tools enabled, these services may include Google Analytics, Google Tag Manager, Meta advertising technologies or similar services.
We will use optional analytics and advertising technologies in accordance with applicable law and the relevant consent requirements. Our cookie consent interface should allow visitors to make informed choices about non-essential cookies and revise those choices where supported.
Disabling essential cookies may affect some website features, including account login or ordering.
Third-party providers may process information under their own privacy policies. We recommend reviewing those policies where you wish to understand their independent practices.
9. Marketing Communications and Opting Out
We may send service-related communications necessary to manage accounts, confirm orders, communicate delivery status, process refunds or respond to customer requests.
These essential communications are distinct from promotional communications.
Where required, we will obtain your consent before sending promotional email, WhatsApp messages or SMS.
You can opt out of marketing communications by:
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Using the unsubscribe link provided in an email, where available.
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Following the opt-out instructions included in a promotional message.
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Contacting connect@smokehousebybraaicraft.com and requesting that promotional communications stop.
We will maintain a process to record and action opt-out requests across the relevant marketing systems and service providers.
Opting out of marketing will not prevent essential communications relating to an existing order, account security, refunds or legal obligations.
We will not make promotional consent a condition of purchasing food or using an unrelated service where such consent is not necessary.
10. Data Retention
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, subject to applicable legal, regulatory, accounting and contractual obligations.
Our retention approach may include the following:
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Transaction and financial records: Retained for the period required by applicable tax, accounting and other legal obligations. Some records may need to be retained for up to ten years, depending on the applicable requirement.
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Customer accounts: Retained while the account remains active and for an appropriate period afterwards where needed for legitimate operational or legal purposes.
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Order and customer service records: Retained for as long as necessary to fulfil orders, resolve complaints, address disputes and meet relevant legal requirements.
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Catering and business enquiries: Retained for as long as needed to manage the enquiry, resulting relationship or associated obligations.
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Marketing information: Retained while needed for the relevant marketing purpose and subject to consent, withdrawal and suppression requirements.
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Technical and analytics data: Retained according to the purposes, settings and retention periods of the relevant systems.
Where personal information is no longer required, we will take reasonable steps to delete it, anonymise it or otherwise dispose of it securely, unless retention is required or permitted by applicable law.
A request to delete an account or withdraw consent may not require the deletion of records that must lawfully be retained. Where necessary, retained records will be restricted to the applicable purpose.
11. Data Security
We recognise the importance of protecting personal information against unauthorised access, disclosure, alteration, loss or misuse.
We will take reasonable steps, appropriate to the nature of the information and the risks involved, to protect personal information. These measures may include access restrictions, appropriate account permissions, secure transmission, service-provider safeguards, backups and system monitoring.
Access to customer information should be limited to authorised management personnel, relevant marketing agencies and technology providers who need the information for their assigned responsibilities.
We are working towards formalising and documenting our internal data security and retention procedures. We do not represent that any particular technical safeguard is in place unless it has been verified.
No internet-based service can be guaranteed to be completely secure. Nevertheless, we will take appropriate steps to prevent and address security incidents in accordance with applicable law.
12. Personal Data Breaches
If we become aware of a suspected or confirmed incident involving personal information, we will assess the incident and take reasonable steps to contain it, investigate its cause, mitigate its effects and prevent recurrence.
Our internal response process will include, as appropriate:
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Recording and escalating the suspected incident.
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Restricting unauthorised access and containing the incident.
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Assessing the categories of information and individuals potentially affected.
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Preserving relevant evidence and investigating the cause.
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Taking corrective measures and reviewing security controls.
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Making notifications to affected individuals and relevant authorities where required by applicable law.
We will make required notifications within the applicable statutory timelines and provide the information required by law.
Customers who suspect that their personal information has been misused in connection with our services should contact connect@smokehousebybraaicraft.com.
13. Your Privacy Rights
Subject to applicable law and its commencement provisions, you may have rights concerning your personal information, including the right to:
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Obtain information about the personal data being processed and the relevant processing activities.
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Request correction of inaccurate or misleading personal information.
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Request completion of incomplete personal information.
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Request erasure of personal information where applicable.
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Withdraw consent where processing relies on consent.
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Raise a grievance concerning our handling of personal information.
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Nominate another individual to exercise applicable rights in circumstances recognised by law.
To exercise a right, email connect@smokehousebybraaicraft.com with the subject line Privacy Request.
Please describe the request and provide sufficient information for us to identify the relevant account or transaction. We may request reasonable verification before acting on a request to protect your information against unauthorised access.
We will respond in accordance with applicable legal requirements and timelines. We may retain information where retention is required or otherwise permitted by law.
14. Grievance Redressal
We take privacy concerns seriously and provide a channel for raising complaints about the collection, use, disclosure, retention or security of personal information.
Privacy and grievance email: connect@smokehousebybraaicraft.com
Please include the nature of your concern and any relevant account or order reference. Avoid including full payment card details or other unnecessary sensitive information.
Our designated grievance officer will review the complaint, seek relevant information where necessary and communicate the outcome or next steps in accordance with applicable law.
Where the applicable legal framework provides a right to escalate a complaint to the Data Protection Board of India or another competent authority, this does not prevent you from exercising that right.
We will publish the designated officer’s name and any additional contact details required by applicable law.
15. Children’s Personal Information
Our services are intended for adults. We do not knowingly seek to collect personal information directly from children for independent account registration or marketing purposes.
Where personal information relating to a child is provided to us in connection with an order or other interaction, it will be handled in accordance with applicable law.
If we become aware that personal information has been collected in circumstances that violate applicable legal requirements concerning children, we will take appropriate steps to address the issue.
16. Third-Party Websites and Services
Our website or communications may contain links to third-party websites, payment services, ordering platforms or other external services.
We do not control the privacy practices of independent third parties. Your use of their services may be governed by their own terms, privacy policies and consent mechanisms.
We encourage you to review the relevant third-party privacy information before providing personal information directly to those providers.
17. International Processing
We use external technology and service providers to support our operations.
Based on the information currently available to us, we are not aware of intentionally transferring customer information outside India. However, the storage and processing locations of third-party providers must be verified against their current service arrangements.
Where international transfers or overseas processing occur, we will address them in accordance with applicable Indian law, including any applicable restrictions, conditions or government requirements.
18. Changes to This Privacy Policy
We may update this Privacy Policy to reflect changes in our business, website features, service providers, data-handling practices or applicable law.
The revised version will be published on this page with an updated effective date.
Where a material change requires notice or consent under applicable law, we will take the appropriate steps before implementing the relevant processing.
We encourage customers to review this page periodically.
19. Contact Us
For questions, privacy requests, consent withdrawal or complaints concerning this Privacy Policy, contact:
BraaiCraft Smokehouse
Operated by ELSH Ventures LLP
3rd Floor, Innov8 Coworking, Orchid Center,
Golf Course Road, Sector 56,
Gurgaon, Haryana – 122002, India.
Email: connect@smokehousebybraaicraft.com
Website: https://braaicraftsmokehouse.com/
