Wallet Policy

1Introduction

This Burger Farm Wallet Policy (“Policy”) governs the use of the prepaid wallet facility (“Wallet”) made available by Burger Farm India Private Limited (“Burger Farm”, “Company”, “we”, “us” or “our”) through its mobile application (“App”).

By activating, adding funds to, or using the Wallet, the customer (“User”, “you” or “your”) agrees to be bound by this Policy, along with the applicable Terms and Conditions, Privacy Policy and other policies of Burger Farm.

2Nature and Scope of the Wallet

2.1The Wallet is a closed-loop prepaid balance facility maintained by Burger Farm for facilitating payments exclusively towards eligible orders placed through the Burger Farm App.

2.2The Wallet is not a bank account, deposit account, or general-purpose payment instrument. It shall not be used to make payments to third parties, transfer funds to another person, or purchase goods or services outside the Burger Farm ecosystem.

2.3The Wallet is intended solely for the purchase of eligible food products and other offerings made available by Burger Farm through the App, subject to applicable terms and restrictions.

2.4The Wallet does not provide any interest, investment return, or other financial benefit on the balance maintained therein.

3Adding Money to the Wallet

3.1Users may add money to the Wallet through the payment methods made available on the App, including Unified Payments Interface (UPI), debit or credit cards, and net banking, through authorized payment gateway service providers such as Razorpay and others.

3.2All top-ups shall be subject to successful payment authorization, verification, applicable transaction limits, and the terms and conditions of the relevant payment gateway and banking service providers.

3.3The minimum and maximum top-up amounts and the maximum permissible Wallet balance, if applicable, shall be as specified by Burger Farm on the App from time to time.

3.4Subject to applicable law and the terms disclosed to the User, the money added by the User to the Wallet shall not expire merely due to the passage of time. Any change to this position shall be communicated in accordance with applicable law.

3.5Burger Farm shall not be responsible for delays or failures attributable to banks, payment gateways, payment networks, or other third-party payment service providers, except to the extent required under applicable law.

4Use of Wallet Balance

4.1Users may utilize the available Wallet balance, in whole or in part, to pay for eligible orders placed through the App.

4.2The Wallet may be used independently or in combination with another payment method made available on the App to complete an order, subject to the applicable transaction and payment conditions.

4.3The availability and application of the Wallet balance may be subject to order eligibility, technical availability, promotional conditions, and applicable legal or regulatory requirements.

4.4The Wallet balance shall be reduced by the amount applied towards a successful order. Users are advised to review their Wallet history and order details to verify the transactions recorded against their account.

5Types of Wallet Balance

The Wallet may reflect the following categories of balance:

5.1User-Added Balance

User-Added Balance means the money actually added to the Wallet by the User through an accepted payment method. Such balance shall be governed by this Policy and applicable law.

5.2Promotional Credit

Promotional Credit means any cashback, bonus, compensation credit, reward credit, or other promotional value granted by Burger Farm from time to time.

1. aPromotional Credit is provided for promotional or customer-service purposes and does not constitute cash or a cash deposit made by the User.
2. bPromotional Credit may be subject to specific eligibility criteria, minimum order values, usage restrictions, validity periods, expiry dates, or other conditions communicated at the time of issuance.
3. cPromotional Credit shall not be transferable, exchangeable for cash, or refundable to a bank account.
4. dUnless expressly stated otherwise by Burger Farm or required under applicable law, unused Promotional Credit shall not be payable to the User upon account deletion, closure of the Wallet, or discontinuation of a promotional offer.
5. eWhere User-Added Balance and Promotional Credit are available together, the order of utilization shall be as specified in the App or the applicable promotional terms.

6Refunds for Orders Paid through the Wallet

6.1Where an order paid for wholly or partly through the Wallet is cancelled by Burger Farm, rejected, or becomes eligible for a refund under the applicable Refund and Cancellation Policy, the eligible amount originally paid through the Wallet shall be credited back to the Wallet.

6.2Burger Farm shall endeavor to credit eligible Wallet refunds promptly upon approval and processing of the refund. The actual time for reflection may depend on system processing and the circumstances of the transaction.

6.3Where an order has been paid for using a combination of the Wallet and another payment method, the refund, where applicable, shall ordinarily be allocated to the respective payment sources in accordance with the applicable refund policy and payment processing requirements.

6.4Promotional Credit used towards an order shall be restored, if applicable, in accordance with the relevant promotional terms and the Refund and Cancellation Policy. Such restoration shall not create an entitlement to receive cash or a bank transfer.

6.5All refunds shall be subject to verification, the applicable Refund and Cancellation Policy, and applicable law.

7Withdrawal and Refund of User-Added Balance

7.1The Wallet does not provide a facility for routine cash withdrawal or transfer of the Wallet balance to a bank account during normal use.

7.2Upon deletion or closure of the User's account, the User may request a refund of the eligible unused User-Added Balance by submitting a request through the designated contact channel specified by Burger Farm.

7.3The request shall be sent to customercare@burgerfarm.in, as published on burgerfarm.in, and shall include:

1. athe mobile number registered with the Burger Farm App;
2. bthe User's name and any additional information reasonably required to verify account ownership;
3. cthe bank account details necessary to process the refund; and
4. dany supporting documents reasonably required for identity verification, fraud prevention, or legal compliance.

7.4Burger Farm shall verify the request and the User's entitlement before processing the refund. The eligible refund shall be limited to the unused User-Added Balance, after accounting for amounts already utilized, and shall exclude Promotional Credit and other non-refundable benefits, subject to applicable law.

7.5Following successful verification, Burger Farm shall process the eligible refund within 15 working days, subject to the User providing accurate information and the absence of any legal, regulatory, banking, or technical impediment.

7.6Burger Farm may seek additional information where reasonably necessary to verify the User's identity, prevent fraud, or comply with applicable law. Any delay resulting from incomplete information or verification requirements shall be communicated to the User, where appropriate.

7.7Refunds shall be made only to a verified bank account belonging to the eligible User, or through another legally permissible method determined by Burger Farm where required or appropriate under applicable law.

7.8Nothing in this Policy shall limit any refund, redemption, or other right that a User may have under applicable law.

8Farm Grains and Rewards

8.1Farm Grains, loyalty points, reward points, and similar benefits offered through the App are promotional or loyalty benefits and do not constitute money, deposits, or User-Added Balance.

8.2Farm Grains rewards are non-transferable and non-refundable and cannot be exchanged for cash or transferred to a bank account.

8.3Farm Grains and other rewards shall be governed by the applicable loyalty or rewards program terms, including the terms set out in the relevant rewards policy.

8.4Upon deletion or closure of the User's account, the Farm Grains balance and unused rewards may be forfeited and permanently deleted. Such benefits shall not be restored or refunded, except where required by applicable law or expressly provided under the relevant program terms.

9Suspension and Restriction of Wallet

9.1Burger Farm reserves the right to temporarily suspend, restrict, or disable Wallet transactions where it reasonably suspects fraud, unauthorized activity, misuse of the App, chargebacks, payment disputes, security risks, or a violation of this Policy.

9.2Burger Farm may also suspend or restrict Wallet operations where required by a competent authority, applicable law, regulatory direction, or payment service provider requirement.

9.3Any suspension or restriction shall not, by itself, extinguish the User's legitimate ownership claim over the verified User-Added Balance. The balance shall remain subject to verification, resolution of disputed transactions, applicable legal requirements, and any lawful restriction on payment or refund.

9.4Where reasonably practicable and legally permissible, Burger Farm shall inform the User of the suspension or restriction and the steps, if any, required to resolve the issue.

10Wallet History and Transaction Records

10.1The App shall display the available Wallet history, including applicable top-ups, payments, refunds, and other Wallet-related transactions.

10.2Users are responsible for reviewing their transaction history and promptly reporting any unauthorized, incorrect, duplicate, or otherwise disputed transaction through the designated customer support channel.

10.3Burger Farm may maintain transaction and payment records for accounting, customer support, fraud prevention, dispute resolution, and legal or regulatory compliance, in accordance with its Privacy Policy and applicable law.

11Modification or Discontinuation of the Wallet

11.1Burger Farm reserves the right to modify, suspend, or discontinue the Wallet facility, including its features, usage conditions, or availability, by providing reasonable prior notice through the App, the website, or another appropriate communication channel, subject to applicable law.

11.2Any modification shall not unlawfully deprive a User of an existing entitlement to verified User-Added Balance.

11.3If Burger Farm discontinues the Wallet programme, the Company shall provide an appropriate mechanism for Users to claim eligible unused User-Added Balance, subject to verification and applicable law.

11.4Promotional Credit, Farm Grains, and other rewards shall be treated in accordance with their applicable terms and conditions, subject to applicable law.

11.5Continued use of the Wallet after a notified modification shall constitute acceptance of the revised terms to the extent permitted by applicable law. Where affirmative consent is legally required, Burger Farm shall obtain such consent.

12User Responsibilities

12.1Users shall provide accurate account and payment information and shall keep their login credentials and OTPs confidential.

12.2Users shall not misuse the Wallet, attempt unauthorised transactions, exploit technical errors, or engage in any fraudulent or unlawful activity.

12.3Users shall promptly notify Burger Farm of suspected unauthorised access or suspicious Wallet transactions through the designated customer support channel.

13Privacy and Data Protection

Personal information and bank details collected for Wallet operations, transaction verification, refunds, and dispute resolution shall be processed in accordance with Burger Farm's Privacy Policy and applicable data protection laws. Users should provide bank details only through the designated and secure channel specified by Burger Farm.

14Governing Law and Jurisdiction

This Policy shall be governed by the laws of India. Subject to applicable law and the jurisdiction of any competent statutory or regulatory authority, the courts at Jaipur, Rajasthan, shall have jurisdiction over disputes arising out of or in connection with this Policy.

15Contact and Customer Support

For questions, complaints, or requests relating to the Wallet, including account closure and refunds of eligible User-Added Balance, Users may contact Burger Farm through:

Company: Burger Farm India Private LimitedEmail: customercare@burgerfarm.inWebsite: https://burgerfarm.inSupport Page: burgerfarm.in

Burger Farm shall address complaints in accordance with its applicable grievance redressal process and applicable law.

Important: The minimum and maximum top-up amounts, maximum Wallet balance, refund processing timeline, designated email address, and designated webpage shall be finalised and published before this Policy is made available to Users.