Service Policy

This policy covers how Brewtal handles orders, deliveries, returns, refunds, and support for both our B2C consumer products and our B2B office subscription service.

1. B2C Consumer Products (BrewtalGo & Chai Bombs)

Order Processing

• Orders placed on getbrewtal.com will be processed within 1–2 business days (Monday–Saturday, excluding public holidays)

• You will receive an order confirmation via email/SMS upon placement, and a separate dispatch notification with tracking details once shipped

• Brewtal reserves the right to cancel orders in the event of pricing errors, stock unavailability, or suspected fraud a full refund will be issued promptly in such cases

Receiving Your Delivery

• If your package appears damaged, tampered with, or unsealed at the time of delivery, please refuse to accept it. Do not sign for it. Contact us immediately at support@getbrewtal.com with your order reference number we will arrange a replacement dispatch at the earliest

• If you accept a package and later discover damage, please report it within 7 days of delivery with photos. Reports made after 7 days of delivery may not be eligible for replacement under shipping damage

• Brewtal is not responsible for packages that are confirmed as delivered to the correct address but subsequently reported as stolen, misplaced, or missing. We recommend ensuring someone is available to receive delivery or requesting secure drop instructions

Shipping & Delivery

• We ship within India. Estimated delivery: 3–7 business days depending on location

• Tracking details will be shared once your order is dispatched

• Delivery is attempted at the address provided at checkout. Brewtal is not liable for failed or delayed deliveries due to incorrect address information

• Brewtal is not responsible for delays caused by courier partners, natural calamities, or circumstances outside our control

Returns & Replacements

• Chai Bombs (consumables): Returns accepted within 7 days of delivery for damaged, defective, or incorrect products. Must be unused and in original packaging. Opened or used Chai Bombs cannot be returned.

• BrewtalGo (machine): Returns accepted within 30 days of delivery for manufacturing defects or if the machine does not function as described. Physical damage resulting from Misuse (as defined in Section 1.4) is not covered.

• To initiate a return: email support@getbrewtal.com with your order number, a description of the issue, and photographs of the product and packaging

• Once your return is approved, we will issue a Return Authorisation Number (RAN). Please mark this clearly on the outside of the return packaging.

• Returns must be shipped in the original packaging. If you no longer have the original packaging, contact us — we will advise. Inadequate packaging that results in transit damage may affect your refund eligibility.

• Approved returns will be collected at no additional cost to you. Do not send items back without a confirmed Return Authorisation Number.

• Refunds or replacements will be processed within 7–10 business days of receiving and inspecting the returned item

Cancellations

• Orders can be cancelled before dispatch. Once dispatched, the order cannot be cancelled please use the returns process instead.

• To cancel, email support@getbrewtal.com with your order number. We will confirm cancellation eligibility within 1 business day.

• Note: Razorpay may retain a small payment processing fee on cancellations in certain cases. Where this applies, we will inform you before processing and cover any shortfall so you receive your full refund.

Refunds

• Approved refunds are credited to the original payment method within 7–10 business days of approval

• For Cash on Delivery (COD) orders, refunds are issued via bank transfer (NEFT/IMPS) please provide your account details when raising the request

• Shipping charges are non-refundable unless the return is due to Brewtal's error (wrong item dispatched, manufacturing defect on arrival)

Warranty on BrewtalGo

• BrewtalGo carries a limited manufacturer's warranty against defects in materials and workmanship. Warranty duration will be specified in the product documentation at the time of dispatch (minimum 1 year from date of delivery to the original purchaser).

• The warranty is non-transferable. It applies only to the original purchaser.

• Under warranty, Brewtal will repair or replace the defective unit or part at no cost to you. Repairs may use new or refurbished components.

• Warranty does not cover: damage from Misuse; damage from use of non-Brewtal consumables; damage from non-RO water; cosmetic wear and tear; loss or theft; damage caused by unauthorised modification or repair; or commercial/industrial use.

• Cosmetic defects or physical damage must be reported within 7 days of delivery to be considered under warranty.

• Any repair or replacement under warranty does not extend or restart the original warranty period.

• After the warranty period, Brewtal will still assist with diagnosis, spare parts, and repair guidance reach out to support@getbrewtal.com.

Customer Support

• Email: support@getbrewtal.com

• Support hours: Monday–Saturday, 10:00 AM – 6:00 PM IST

2. B2B Office Subscription (Chai Bot)

The Chai Bot is available exclusively on a subscription basis for offices with 100 or more employees. The following terms apply to all B2B installations and supplement any separately executed Service Agreement between Brewtal and the client.

Equipment Ownership & Installation

• The Chai Bot machine remains the property of Pacy Labs Private Limited at all times. The client acquires no ownership rights whatsoever over the installed equipment.

• Brewtal installs and configures the machine at the agreed office location. Installation includes a 2-day onboarding and upskilling session for the client's authorised personnel, at Brewtal's cost.

• The machine must not be relocated without prior written notice to and written approval from Brewtal. Relocation without consent constitutes a breach and may result in revised pricing, service suspension, or termination.

• In the event of relocation with consent, the client is responsible for ensuring no damage occurs during transit. Pricing may be revised upon relocation.

Consumables & IoT Tracking

• Clients are required to purchase all consumables (CTC tea, spices, coffee, and related ingredients) exclusively from Brewtal.

• The Chai Bot is IoT-enabled. The machine's inbuilt software counts cups dispensed and uploads consumption data to Brewtal's server. Clients may opt to receive login credentials to access their own machine's usage data.

• If Brewtal identifies a discrepancy between consumables supplied and recorded consumption indicating use of non-Brewtal consumables Brewtal reserves the right to issue a default notice and, if unresolved, terminate the agreement and recover the equipment.

Client Responsibilities

• Use only RO water in the machine. Tap water or hard water causes scale build-up on the heater. Heater replacement due to hard water damage: ₹1,200 + GST.

• Clean the coffee filter mesh daily to prevent blockage. Replacement of a fully blocked filter mesh: ₹350 + GST.

• Ensure housekeeping staff clean all milk-contact parts (milk boiler, drain bucket, drip tray, pipes, boilercup, strainer) at the end of each working day not the start of the next. Brewtal bears no liability for food poisoning or health issues arising from an uncleaned dispenser.

• Provide a 16-AMP power socket at the point of installation with proper earthing and wiring.

• Do not allow unauthorised personnel to tamper with, modify, or attempt to repair the machine. Only Brewtal's authorised service personnel may repair the machine.

Service Levels

• Breakdown response time: Brewtal's designated service personnel will reach the installation location within 4 hours of receipt of a complaint.

• Preventive maintenance: once per month, conducted by Brewtal's personnel.

• Client support hours: Monday–Friday, 8:00 AM – 7:00 PM IST, at the contact number provided at installation.

Pricing & Payment

• Machine rental and consumable pricing is as per the executed Service Agreement between Brewtal and the client.

• All payments to be made to Pacy Labs Private Limited within 15 days of invoice submission, via bank transfer.

• In the event of failure to make payment for 2 consecutive months, Brewtal will issue a written default notice and levy interest at 2% per month on the outstanding amount.

• Brewtal reserves the right to revise consumable prices with prior written notice to the client, based on raw material cost movements. Revised rates take effect upon mutual agreement following such notice.

Event of Default & Termination

• If the client fails to cure a payment default or repeated misuse within 15 days of receiving a written default notice (the 'Cure Period'), Brewtal may terminate the agreement and remove the equipment from the client's premises.

• Either party may terminate the subscription at convenience with 30 days' written notice.

• Termination occurs automatically if either party initiates insolvency or bankruptcy proceedings.

• Upon termination for any reason, the client must ensure safe and unobstructed access for Brewtal to recover the equipment.

Confidentiality

• Brewtal will not disclose any client-specific data, usage information, or business details to third parties without the client's written consent.

• The client agrees to keep Brewtal's product specifications, pricing, software, and API details confidential and not to disclose them to any third party.

• Confidentiality obligations survive termination of the subscription.

B2B Dispute Resolution

Disputes under B2B arrangements shall first be attempted through mutual discussion. If unresolved within 30 days, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, with a mutually appointed sole arbitrator. Proceedings shall be held in Bengaluru, India, in the English language.

B2B Support

• Breakdown complaints: contact number provided at installation

• Account and billing queries: support@getbrewtal.com