lunchwell Privacy Policy
We value your trust and are committed to protecting your personal information with full transparency, integrity, and safety.
Welcome to lunchwell ("lunchwell", "we", "us", or "our").
lunchwell provides homemade meal and tiffin ordering services through our website, mobile applications, and related services (collectively, the "Services").
This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you use our Services.
Information We Collect
We collect only the information reasonably required to provide and improve our Services.
A. Information You Provide
When you book a lunch, create an account, contact us, or use our Services, we may collect:
- Full name
- Mobile / phone number
- Email address (where provided)
- Delivery address & City
- Pincode
- Food preferences & dietary needs
- Meal customisation requests
- Veg / Non-veg preference
- Order details & history
- Subscription details
- Customer support communications
- Feedback and reviews
B. Payment Information
If you make an online payment, payment information may be processed by our third-party payment service provider.
lunchwell does not store your complete debit card, credit card, UPI PIN, CVV, or banking passwords on its own servers. Payment providers collect and process payment details securely according to their own privacy policies and applicable industry laws.
For Cash on Delivery / Pay on Delivery orders, we may record the payment status and related transaction information.
Information Collected Automatically
When you access our website or application, certain technical information may be collected automatically, including:
We use this information to maintain, secure, analyse, and improve our Services.
How We Use Your Information
We may use your information for the following specific purposes:
To Process Your Orders
We use your Name, Phone number, Delivery address, and Order details to prepare, process, and deliver your lunch smoothly.
To Provide Customised Meals
If you provide food preferences, dietary constraints, or customisation instructions, we use this information to prepare and fulfil your requested meal accurately.
To Manage Subscriptions
We use your details to:
- Start and activate subscriptions
- Manage subscription duration & schedules
- Process renewals
- Pause or cancel subscriptions per your request
- Maintain your complete order history
To Communicate With You
We may contact you via Phone, SMS, WhatsApp, Email, or App notifications for:
- Order confirmation
- Real-time delivery updates
- Booking & meal reminders
- Subscription information
- Customer support & resolution
- Important service notifications
To Improve lunchwell
We analyse order patterns, customer feedback, and usage data to refine our menus, expand meal options, elevate the customer experience, optimize delivery logistics, and enhance website/app functionality.
To Maintain Security
We use information to detect, investigate, and prevent fraud, abuse, unauthorised access, suspicious activity, and security incidents.
Cookies
lunchwell may use cookies and similar technologies to provide, secure, and enhance our website experience. Cookies help us:
- Remember your preferences
- Keep your session logged in
- Understand website usage & traffic
- Improve overall website performance
- Measure marketing effectiveness
You may manage or disable cookies through your browser settings at any time. However, disabling certain cookies may affect some website functionality.
How We Share Your Information
We do not sell your personal information to third parties. We only share necessary information with trusted service providers when required to fulfil lunchwell services.
Delivery Partners
We share your Name, Phone number, Delivery address, and Order information strictly with the delivery executive or logistics service responsible for handing over your meal.
Home Cooks
Where necessary for fulfilling an order, relevant order information is shared with the lunchwell home cook preparing your meal. We aim to share only the minimum information reasonably necessary to prepare the meal.
Payment & Technology Providers
We collaborate with reputable third-party service providers for hosting, databases, analytics, communication, authentication, notifications, customer support, and payment processing. These providers are bound by strict confidentiality and contractual security obligations.
Legal Requirements
We may disclose information where required or permitted by applicable law, regulation, legal process, or governmental authority.
Home Cooks and Customer Information
lunchwell works directly with talented home cooks who prepare meals for our customers in hygienic home kitchens.
We provide cooks only with the information essential to prepare and fulfill your meal, such as:
- Required meal items & quantities
- Customisation & spice instructions
- Delivery-related timings where necessary
Home cooks are strictly not authorised to retain or use customer personal information for any unrelated or marketing purposes.
Data Security
We take comprehensive technical and organisational safeguards to protect your personal information against unauthorised access, loss, misuse, alteration, disclosure, or destruction.
While no internet-transmitted or electronically stored system can guarantee 100% security, we continuously evaluate and upgrade our infrastructure and operational protocols to ensure your data stays protected.
How Long We Keep Your Information
We retain personal information only for as long as reasonably necessary for the purposes outlined in this Privacy Policy, including:
- Providing uninterrupted Services
- Maintaining accurate order records
- Managing active subscriptions
- Addressing customer support inquiries
- Resolving disputes & preventing fraud
- Meeting legal, tax, or regulatory standards
When your information is no longer needed, we securely delete, anonymise, or dispose of it in accordance with applicable statutory guidelines.
Your Privacy Rights
Subject to applicable law (including the Digital Personal Data Protection / DPDP framework), you have specific rights regarding your personal data:
- Right to access & review your personal data
- Right to request correction of inaccurate info
- Right to request data erasure/deletion
- Right to withdraw consent
- Right to raise a grievance or complaint
The DPDP framework specifically provides rights around access to information about personal data and related processing, and the Rules require mechanisms for exercising rights and withdrawing consent.
To exercise any of your rights, please reach out to our privacy officer using the contact details provided below.
Withdrawal of Consent
Where we process your personal information based on your consent, you may withdraw your consent at any time, subject to applicable legal requirements.
We will process your request promptly in accordance with applicable laws. Please note that withdrawing consent may limit or prevent us from delivering certain subscription or meal services.
Children's Privacy
lunchwell's Services are intended for individuals who are legally capable of entering into binding contracts under applicable law. We do not knowingly collect personal data from children in violation of applicable regulations.
If you believe a child has provided personal information to us without appropriate parental or legal authorisation, please contact us immediately so we can remove the data.
Third-Party Services
Our Services may integrate with or contain links to external third-party services, such as payment gateways, WhatsApp, Google services, analytics providers, maps/location APIs, and authentication providers.
These third parties operate under their own independent privacy policies. lunchwell is not responsible for the privacy practices of third-party platforms outside our control. We encourage you to review their respective policies.
Marketing Communications
With your consent, lunchwell may send you promotional updates about fresh menu launches, seasonal discounts, subscription savings, and new kitchen locations.
You can opt out of marketing communications at any time via the unsubscribe links in our emails or by contacting our team.
Essential transactional notices (such as order receipts, live rider updates, meal pause confirmations, and crucial security alerts) will still be delivered as necessary to fulfill the Service.
Changes to Your Information
If any information associated with your lunchwell account is inaccurate or outdated (such as an updated delivery address or contact number), you can update it directly in your account settings or contact us to request an update.
We may verify your identity before updating sensitive account details to ensure security.
Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect enhancements to our Services, technological advancements, or changes in legal regulations.
When meaningful changes are made, we will update the "Last Updated" date at the top of this page. We encourage you to review this page periodically to stay informed.
Grievance and Privacy Contact
If you have any questions, concerns, or grievances regarding the processing or handling of your personal information, please reach out to our dedicated Grievance Officer:
We will acknowledge and resolve your grievance within the timelines mandated by applicable law.
Contact Us
For general inquiries, meal bookings, or feedback about lunchwell: