Winni Terms and Conditions

Effective date: [24 April 2026]

These Terms and Conditions (“Terms”) govern your access to and use of the website www.winni.in, the Winni mobile applications, customer support channels, and all products and services offered by Winni (collectively, the “Platform”). These Terms include the order, delivery, cancellation, refund, complaint, wallet, and other policies set out below.

Please read these Terms carefully before using the Platform or placing an order. By accessing the Platform, creating an account, placing an order, making a payment, or otherwise using our services, you agree to be bound by these Terms.

If you do not agree with these Terms, please do not use the Platform or place an order.

1. About Winni and contracting entity

The Platform is operated by Dhawala Online Solutions Private Limited (“Winni”, “we”, “us”, or “our”). For the purpose of these Terms, “you”, “your”, “customer”, or “user” means any person who accesses the Platform, creates an account, places an order, pays for an order, provides recipient details, or otherwise uses our services.

Company details

• Legal entity: Dhawala Online Solutions Private Limited
• Website: www.winni.in
• Customer support email: info@winni.in
• Customer care number: +91-7829463510
• Grievance email: grievance@winni.in
• Registered office / principal office: SCO 27-28, 2nd Floor, Balaji Complex, Dhakoli, Old ambala Highway, Zirakpur, Punjab – 140603, India.

2. Scope of these Terms

These Terms apply to:

1. All orders placed through the Platform, mobile applications, customer care, email, WhatsApp, or any other Winni-approved channel;
2. Delivery of cakes, flowers, plants, chocolates, gifts, personalized products, hampers, decorations, and any other products or services offered by Winni;
3. Domestic and international orders, unless separate terms are expressly provided for a specific country, product, or campaign;
4. Cancellation, refund, replacement, complaint, wallet, offer, and delivery-related matters; and
5. All users, including customers placing orders, recipients receiving orders, and persons using the Platform on behalf of a business or another person.

If any product page, offer page, invoice, order confirmation, or written communication from Winni contains product-specific terms, those product-specific terms will apply in addition to these Terms. In case of conflict, the more specific terms will apply to that product or order.

3. Nature of Winni’s business and fulfilment model

Winni is an online gifting and celebration platform. We display a curated catalogue of products and services that customers can order through the Platform. We do not operate as an open marketplace where third-party sellers independently list their own products for sale to customers.

Orders placed on the Platform may be fulfilled by Winni directly, Winni stores, local vendors, bakeries, florists, fulfilment partners, courier partners, or international fulfilment partners. You acknowledge that many products, especially cakes, flowers, plants, food products, and customized products, are prepared, procured, arranged, packed, or delivered locally through such partners.

Winni remains your primary customer-facing platform for order support, cancellation, refund, replacement, and complaint handling, subject to these Terms.

4. Eligibility and account responsibility

You may use the Platform only if you are competent to contract under applicable law. If you use the Platform on behalf of a company, organization, family member, friend, or any other person, you confirm that you have authority to do so and to provide the necessary details for the order.

You are responsible for:

1. Providing accurate account, sender, recipient, delivery, contact, and payment information;
2. Keeping your account credentials confidential;
3. All orders placed through your account or using your contact details, unless you promptly notify Winni of unauthorized use;
4. Ensuring that the recipient is available and willing to receive the order; and
5. Ensuring that any content, images, messages, names, or instructions provided by you are lawful, accurate, and suitable for fulfilment.

Winni may refuse service, cancel orders, suspend accounts, or restrict access if we reasonably suspect fraud, misuse, abusive conduct, unlawful activity, payment risk, policy abuse, or violation of these Terms.

5. Product information, images, and availability

We try to ensure that product descriptions, prices, images, availability, delivery options, and other information on the Platform are accurate and updated. However, product images are indicative and intended to help you understand the nature, style, and approximate appearance of the product.

Because many products are handmade, locally prepared, seasonal, perishable, or fulfilled by local partners, the actual product delivered may vary slightly from the image or description in terms of design, shape, arrangement, decoration, packaging, container, flower shade, flower variety, accessory, brand, or presentation.

The following rules apply:

1. Cakes: Cake weight and flavour should match the order. Cake design, finishing, cream pattern, decoration, toppings, writing style, and presentation may vary slightly depending on the baker, local availability, and product type.
2. Flowers: Flower variety, colour shade, freshness, wrapping paper, basket, vase, decorative material, and arrangement may vary depending on season, locality, and availability.
3. Plants: Plant size, leaf count, shape, colour tone, planter design, and natural appearance may vary. Minor dry leaves, natural marks, or variation in plant growth do not automatically constitute damage.
4. Gifts and hampers: Packaging, accessories, containers, brands, or presentation may vary depending on availability, provided the product remains substantially similar or equivalent.
5. Personalized products: Final output depends on the image, text, design, and material selected. Colour reproduction, print placement, cropping, and sharpness may vary depending on the uploaded content and printing process.
6. Food items: Food products may vary in decoration, appearance, ingredient presentation, packaging, and local preparation style.

Winni may modify, suspend, discontinue, correct, or update any product, service, price, offer, content, or availability on the Platform at any time. Placing an order does not guarantee availability of a product, delivery slot, vendor, delivery area, or delivery partner.

6. Product substitution and unavailable items

If a product, ingredient, flower, cake design, packaging, brand, gift item, or component is unavailable after your order is placed, Winni may contact you and offer one or more alternatives.

Where a substitute is required, we will generally seek your approval before providing a different product. If you do not approve the proposed substitution, Winni may cancel and refund the unavailable item or the affected part of the order, as applicable.

In urgent cases, special-day rush periods, same-day orders, international orders, or cases where we are unable to reach you within a reasonable time, Winni may decide to cancel the affected item/order and process the applicable refund. Winni will not be liable for any indirect, emotional, consequential, or occasion-related loss arising from non-availability or substitution.

7. Pricing, taxes, and offers

Prices displayed on the Platform may include or exclude taxes, delivery charges, convenience charges, premium delivery charges, packaging charges, customization charges, or other fees, depending on the product and checkout flow. The final amount payable will be displayed at checkout before payment.

Winni may change prices, delivery fees, offers, discounts, coupons, and promotional benefits at any time. A price or offer is valid only for the period and conditions stated on the Platform or in the relevant campaign.

Coupons, discounts, cashback, promotional credits, or wallet credits:

1. May be subject to minimum order value, product category, city, delivery type, payment mode, user eligibility, or campaign-specific restrictions;
2. May not be combined with other offers unless expressly permitted;
3. May be cancelled, reversed, or withheld in case of misuse, duplicate accounts, fraudulent activity, bulk abuse, or violation of these Terms;
4. Have no cash value unless expressly stated; and
5. May be withdrawn or modified by Winni at any time, subject to applicable law.

8. Payments and payment security

You must pay the full order value and applicable charges at the time of placing the order unless Winni expressly offers another payment option.

Payments may be processed through third-party payment gateways, banks, card networks, UPI providers, wallet providers, or other regulated payment partners. Winni does not store your full card number, CVV, UPI PIN, net-banking credentials, or similar payment authentication information. If a payment instrument is saved or tokenized, such storage/tokenization is handled by the payment gateway or regulated payment partner, based on the authorization and consent applicable to that partner.

Winni may request additional verification or documents where required for payment security, fraud prevention, high-value orders, suspicious transactions, chargebacks, or compliance purposes. Winni may cancel or hold an order if payment is not received, payment fails, payment is reversed, fraud is suspected, or verification is not completed.

9. Order placement, confirmation, and acceptance

When you place an order and payment is successfully received, Winni may immediately send an order confirmation by email, SMS, WhatsApp, app notification, or other communication channel. This confirmation records that your order request has been received and accepted for processing, subject to product availability, vendor/partner feasibility, delivery area, delivery slot, payment verification, and these Terms.

Winni may later discover that a product, partner, delivery slot, address, delivery area, or service is unavailable or infeasible. In such cases, Winni may:

1. Contact you to explain the issue;
2. Offer a substitute product, alternate delivery slot, alternate delivery address, or other feasible solution;
3. Cancel the affected product or order; or
4. Process a full or partial refund, as applicable.

If Winni cancels an order or item due to unavailability, serviceability, pricing error, operational impossibility, payment issue not caused by you, or any reason attributable to Winni, the eligible amount paid by you for the cancelled order/item will be refunded as per the refund policy below.

10. Customer, sender, and recipient information

You are responsible for providing complete and accurate sender, recipient, and delivery details, including recipient name, mobile number, complete address, pincode, city, landmark, building name, flat/room number, floor, department/ward/room number, institution/hotel/hospital details, security instructions, and any other information required for delivery.

You confirm that you have the necessary authority or basis to provide the recipient’s name, address, phone number, and delivery instructions to Winni for fulfilling the order.

Winni may contact the customer, sender, recipient, alternate contact, security desk, receptionist, courier partner, vendor, or delivery partner where reasonably required for order confirmation, delivery, substitution, address correction, fraud prevention, failed delivery handling, or complaint resolution.

For surprise orders, Winni will try not to disclose sender details unless necessary. However, sender details may be disclosed to the recipient or relevant person if required for delivery confirmation, recipient safety, refusal handling, dispute resolution, fraud prevention, legal compliance, or to complete the delivery.

11. Delivery policy - general principles

Winni will make reasonable efforts to deliver the order on the selected delivery date and within the selected delivery time slot, where such option is available. However, except where expressly stated otherwise in writing by Winni, delivery dates and time slots are best-effort estimates and not guaranteed commitments.

Delivery may be affected by product availability, vendor capacity, local conditions, recipient availability, address accuracy, traffic, weather, festivals, strikes, curfews, elections, public holidays, security restrictions, gated premises, hospital/hotel/institution rules, courier delays, international partner constraints, force majeure events, or other operational limitations.

By placing an order, you agree that:

1. Selected delivery date and time slot represent your preferred delivery schedule;
2. Winni will try its best to deliver within the selected date/time slot, but exact delivery is not guaranteed;
3. For premium delivery services, if the product is delivered but the premium delivery service fails due to Winni’s fault, Winni’s liability will normally be limited to refund of the relevant premium delivery/service charge, not the entire order value;
4. Delivery may be made to the recipient, an authorized person, security guard, reception, front desk, neighbour, family member, colleague, hospital/hotel/institution representative, or any other person reasonably appearing to be authorized to receive the order at the delivery location; and
5. Delivery or attempted delivery may be treated as completed in the circumstances stated in these Terms.

12. Delivery slots and premium delivery services

Winni may offer standard delivery, same-day delivery, fixed-time delivery, midnight delivery, early morning delivery, express delivery, courier delivery, international delivery, or other delivery options depending on the location, product category, and checkout availability.

The following rules apply unless otherwise stated on the product page or checkout page:

1. Standard delivery: Delivery will be attempted on the selected delivery date and within the available delivery window, subject to feasibility.
2. Same-day delivery: Same-day delivery is accepted only for eligible products, cities, and cut-off times. Winni will try to deliver on the same day but does not guarantee exact time delivery.
3. Fixed-time delivery: Winni will try to deliver during the selected fixed-time slot. If only the fixed-time promise fails but the product is delivered, Winni may refund the fixed-time delivery charge, if charged and if the delay is attributable to Winni.
4. Midnight delivery: Midnight delivery usually means delivery around the midnight delivery window shown at checkout. Exact delivery at 12:00 AM is not guaranteed.
5. Early morning / express / special handling delivery: These services are subject to city, vendor, product, traffic, and operational feasibility. If the product is delivered but the premium service fails due to Winni’s fault, the remedy is limited to refund of the premium charge paid for that service.
6. Heart-shape / special cake-making charges: If the base cake is delivered but the paid special-shape/service component is not fulfilled due to Winni’s fault, Winni may refund only the specific special charge paid for that component.
7. Special days: During festivals, Valentine’s Day, Mother’s Day, Father’s Day, Raksha Bandhan, Diwali, Holi, Christmas, New Year, and other high-demand days, delivery may take longer than usual. Exact time delivery is not guaranteed during such periods.

13. Single delivery attempt for perishable and local-delivery products

Most Winni orders involve perishable or time-sensitive products such as cakes, flowers, plants, chocolates, sweets, food products, and occasion-specific gifts. For such products, Winni generally makes only one delivery attempt.

If delivery is not completed during the first attempt due to a reason not attributable to Winni, the order may be treated as completed and no refund will be provided. Examples include:

1. Recipient unavailable;
2. Recipient phone unreachable or switched off;
3. Wrong, incomplete, or insufficient address;
4. Wrong pincode, wrong city, or non-serviceable location selected by customer;
5. Premises locked;
6. Security gate, society, office, hospital, hotel, government office, hostel, resort, campus, event venue, or other premises not allowing entry;
7. Recipient refusing to accept the order;
8. Sender/customer providing wrong recipient details;
9. No person available to accept the order;
10. Delivery partner reaching the location but nobody accepting the order;
11. Customer/recipient not responding within a reasonable time during delivery coordination; or
12. Delivery completed at gate, reception, security desk, neighbour, or alternate person based on instructions or reasonable delivery practice at that location.

Where feasible, Winni may contact the customer or recipient to resolve the issue, obtain an alternate contact number, seek address correction, or deliver to an alternate person such as a neighbour, security guard, receptionist, family member, colleague, or other responsible person. However, Winni is not obligated to keep the delivery partner waiting beyond a reasonable time or to make a second attempt without additional charges.

A second delivery attempt for perishable products may be considered only at Winni’s discretion, subject to product condition, product expiry, vendor availability, delivery partner availability, distance, and payment of additional delivery or product charges by the customer.

14. Courier delivery

Some products are shipped through courier or logistics partners. Courier delivery dates shown or selected at checkout are indicative only and are not guaranteed. Courier timelines depend on product preparation, dispatch, courier pickup, courier network, transit conditions, holidays, strikes, weather, local restrictions, and recipient availability.

Courier partners may make multiple delivery attempts as per their own process. Winni does not control the exact courier delivery time, delivery attempt timing, route, or last-mile courier decision.

After dispatch, courier orders may not be cancellable, modifiable, or redirectable. If a courier order is delayed beyond the selected occasion date, Winni will not normally provide a refund solely for delay. Exceptional cases, such as unusually long delay, lost shipment, severe damage, or delivery failure attributable to Winni/courier, will be reviewed case by case.

If a courier shipment is returned due to wrong/incomplete address, recipient unavailable, recipient refusal, restricted entry, non-payment of applicable charges, or customer/recipient-side issue, the order may be treated as completed or cancelled without refund, depending on the product type and shipment condition. Re-shipping, if feasible, may require additional charges.

15. International orders

Winni may offer international delivery for selected countries, cities, products, and categories. International orders are generally fulfilled through local third-party fulfilment partners in the destination country. Available products are shown on the relevant country/category pages and may include cakes, flowers, gifts, hampers, or other locally available products.

For international orders:

1. Winni will try to deliver on the selected delivery date, subject to local partner feasibility, local time zone, product availability, and local restrictions;
2. Product appearance, brand, design, packaging, flower variety, cake style, and gift components may vary based on local availability;
3. Products are generally prepared or procured within the destination country, and customs/duties are normally not applicable unless specifically stated;
4. Delivery failure, recipient unavailability, wrong address, restricted entry, recipient refusal, and complaint rules will broadly follow the same principles as domestic orders; and
5. Winni’s liability for international orders is limited as stated in these Terms.

Because international delivery represents a smaller and partner-dependent part of Winni’s business, Winni may cancel, modify, or restrict international orders where fulfilment is not feasible and process applicable refunds.

16. Deliveries to special locations

For delivery to hospitals, hotels, hostels, offices, gated societies, government buildings, event venues, campuses, wedding venues, religious places, resorts, railway stations, airports, or other restricted locations, you must provide complete and accurate details and ensure that the recipient or an authorized person can receive the order.

Winni may not be able to personally deliver to the recipient’s room, ward, desk, cabin, gate, terminal, hall, or restricted area if entry is not permitted. Delivery to reception, security desk, front desk, hospital/hotel staff, neighbour, colleague, or other responsible person may be treated as successful delivery.

If the recipient has checked out, shifted, is unavailable, cannot be located, is not permitted to receive items, or if entry is denied by the premises, the order may be treated as completed and no refund will be provided, unless the failure is attributable to Winni.

17. Address change and rescheduling

Address change, recipient detail change, delivery date change, or delivery slot change requests are subject to product type, vendor assignment, preparation status, dispatch status, delivery location, partner feasibility, and time remaining before delivery.

Winni may allow changes free of cost if the request is made sufficiently in advance and the order has not been assigned, prepared, customized, printed, dispatched, or otherwise committed. If the request is made close to delivery, Winni may charge additional delivery, handling, vendor, or operational charges, or may reject the request.

Once an order is prepared, customized, printed, dispatched, out for delivery, or assigned to a courier/partner in a manner that cannot reasonably be reversed, changes may not be possible and cancellation/refund may not be available.

18. Customer duties for delivery

To help us complete delivery successfully, you must:

1. Provide complete and correct recipient name, address, pincode, city, phone number, and landmark;
2. Ensure that the pincode matches the actual delivery address;
3. Provide a reachable sender and recipient phone number;
4. Ensure recipient availability during the selected date/time slot;
5. Inform the recipient, security, reception, office, hotel, hospital, or alternate person where required;
6. Respond promptly to calls, messages, WhatsApp, SMS, email, or app notifications from Winni or delivery partners;
7. Check product restrictions at hospitals, hotels, offices, hostels, events, gated societies, airports, railway stations, or other restricted premises; and
8. Provide accurate personalization details, message text, spelling, photos, and special instructions.

Failure to comply with these duties may result in delayed delivery, deemed delivery, cancellation without refund, additional charges, or inability to fulfil the order.

19. Proof of delivery and deemed delivery

Winni may rely on one or more of the following as proof of delivery, attempted delivery, or deemed delivery:

1. Delivery partner status update;
2. Recipient name, signature, or acknowledgment;
3. Delivery photo, where available;
4. WhatsApp, SMS, email, or app confirmation;
5. Courier tracking status;
6. Vendor or fulfilment partner confirmation;
7. Call records or delivery coordination notes;
8. Delivery to gate, security, reception, neighbour, front desk, family member, colleague, or other responsible person at the location; or
9. Any other reasonable evidence available to Winni.

Delivery photo may not be available for every order because it depends on vendor, partner, recipient, premises rules, and operational feasibility. Absence of a delivery photo alone does not mean that delivery was not attempted or completed.

20. Cancellation policy

Cancellation eligibility depends on product type, delivery date, selected time slot, vendor assignment, product preparation, personalization, printing, dispatch, courier handover, and operational feasibility.

You may request cancellation by contacting Winni customer support. A cancellation request is not confirmed until Winni accepts it in writing, through the Platform, email, SMS, WhatsApp, or support confirmation.

20.1 Cancellation charges for eligible orders

Unless a product-specific rule says otherwise, and provided the order has not already been prepared, printed, customized, dispatched, or put out for delivery, the following cancellation charges may apply:

These charges are intended to cover payment gateway charges, vendor blocking, preparation planning, operational cost, wastage risk, customer support cost, and loss arising from late cancellation.

20.2 Non-cancellable orders

The following orders are generally non-cancellable once placed or once processing starts:

1. Same-day delivery orders;
2. Midnight delivery orders;
3. Fixed-time or express orders close to delivery;
4. Special-day/festival orders;
5. Cakes, flowers, plants, food, sweets, chocolates, and other perishable products once assigned/prepared;
6. Personalized/customized products once printing, production, engraving, editing, or customization starts;
7. Courier orders after dispatch or courier handover;
8. Products procured specially for the customer;
9. Bulk/corporate/custom orders; and
10. Orders where cancellation is restricted on the product page, checkout page, or campaign terms.

20.3 Cancellation by Winni

Winni may cancel an order or item if:

1. Product, ingredient, vendor, partner, delivery slot, or delivery area is unavailable;
2. The address is non-serviceable, incomplete, incorrect, or operationally infeasible;
3. Payment fails, is reversed, is disputed, or is suspected to be fraudulent;
4. Customer verification is not completed;
5. Customer or recipient is unreachable where confirmation is necessary;
6. The uploaded content is unlawful, offensive, infringing, poor quality, or unsuitable;
7. The order violates these Terms or applicable law;
8. The product price, description, or availability was displayed incorrectly due to error; or
9. Fulfilment is prevented by force majeure, safety, legal, or operational reasons.

If Winni cancels an order for a reason attributable to Winni, the eligible amount paid by you will be refunded. If cancellation is due to customer-side issue, fraud, wrong details, recipient refusal, unavailable recipient, or violation of these Terms, refund may not be available.

21. Refund policy

Refunds are processed only where expressly permitted under these Terms, product-specific terms, campaign terms, or written confirmation from Winni.

21.1 Refund method

Winni’s preferred refund method is the original source payment method used for the order. Where technically or operationally required, or where the customer chooses, small-value adjustments, promotional benefits, delivery charge refunds, special-charge refunds, or goodwill credits may be provided through Winni Wallet or another eligible method.

Winni Wallet is not a bank account, prepaid payment instrument, stored-value account, or withdrawable balance facility. It is governed by the separate wallet terms in these Terms.

21.2 Refund timelines

Once a refund is approved, Winni will normally process the refund from its end within 24 hours. Actual credit to the customer’s source account depends on the payment gateway, bank, card network, UPI provider, wallet provider, or other payment partner and may take up to 5 working days or such additional time as may be required by the relevant payment ecosystem.

Wallet credits, promotional credits, or small-value adjustments, where applicable, are normally credited within 24 hours after approval.

21.3 Full refund situations

Subject to verification, a full refund may be provided where:

1. Winni cancels the order due to product/service unavailability and no acceptable substitute is provided;
2. Winni cannot fulfil the order due to a reason attributable to Winni;
3. Duplicate payment is received for the same order and verified;
4. A wrong product is delivered and Winni cannot provide replacement or correction;
5. A product is severely damaged before delivery due to a reason attributable to Winni and no replacement is feasible; or
6. Applicable law requires a refund.

21.4 Partial refund situations

A partial refund, service-charge refund, delivery-charge refund, replacement, coupon, wallet credit, or other remedy may be offered where:

1. Only part of the order is unavailable or cancelled;
2. Only the premium delivery service failed but the product was delivered;
3. A paid special component such as heart-shape making, add-on, card, message, or accessory was not provided;
4. A minor defect is verified but replacement is not practical;
5. A complaint is verified and a proportional remedy is appropriate; or
6. Winni decides to offer a goodwill adjustment.

Any goodwill refund, credit, replacement, or compensation does not create a precedent or legal obligation for future cases.

21.5 No refund situations

Refunds will not normally be provided where:

1. Delivery failed due to wrong/incomplete address, wrong pincode, recipient unavailable, recipient unreachable, premises locked, recipient refusal, restricted entry, or customer/recipient-side issue;
2. The order is treated as delivered or deemed delivered under these Terms;
3. Cancellation request is made after the applicable cancellation window or after preparation/customization/dispatch;
4. Product variation is minor, natural, handmade, seasonal, or within the scope described in these Terms;
5. The issue is caused by improper handling, storage, delay in opening, refrigeration failure, mishandling after delivery, or customer/recipient-side damage;
6. Complaint is raised after the applicable complaint window;
7. Required evidence is not provided;
8. The product has been consumed, used, altered, discarded, or tampered with;
9. Courier delay occurs within normal/expected courier variability;
10. The selected occasion date is missed due to courier delay, except exceptional cases reviewed by Winni;
11. Customer or recipient violates these Terms; or
12. Fraud, abuse, chargeback misuse, or policy misuse is suspected.

22. Complaints, replacement, and evidence requirements

Winni takes product and delivery complaints seriously. To help us investigate fairly, complaints must be raised within the applicable window and supported with clear evidence.

Winni may reject complaints raised after the applicable window or without adequate evidence. For perishable products, the customer/recipient should inspect the product immediately on delivery and before consumption, disposal, refrigeration failure, or alteration.

Depending on the verified issue, Winni may offer replacement, correction, partial refund, full refund, coupon, wallet credit, or another reasonable remedy. The remedy will be determined by Winni based on product type, severity, evidence, timing, vendor assessment, and feasibility.

Minor or cosmetic issues, such as slight design variation, flower shade variation, minor packaging difference, handwriting variation, minor cream decoration variation, missing complimentary message card, or natural plant variation, may not qualify for refund or replacement unless they materially affect the product.

23. Personalized and customized products

Personalized products include products customized with photos, names, messages, designs, engravings, prints, images, artwork, logos, or other customer-provided content.

By uploading or providing content, you confirm that:

1. you have the necessary rights, permissions, and authority to use the content;
2. The content does not infringe any copyright, trademark, privacy right, personality right, publicity right, or other third-party right;
3. The content is not unlawful, obscene, hateful, defamatory, abusive, discriminatory, violent, sexually explicit, politically inflammatory, religiously offensive, misleading, or otherwise unsuitable;
4. The content does not contain malware, hidden code, or harmful material; and
5. The content is accurate and suitable for the intended product.

Winni may reject, cancel, or ask for replacement content if the uploaded image/text is poor quality, unclear, unsuitable, offensive, unlawful, infringing, or technically unfit for printing/customization.

If the uploaded image is low-resolution, blurred, dark, cropped incorrectly, over-compressed, or otherwise poor quality, Winni may ask you to provide a better image. If you do not provide suitable content and still ask us to proceed, you accept that the final product may have poor print quality, cropping, alignment, colour, sharpness, or appearance, and refund/replacement will not be available for such issues.

Winni may provide tools to crop, align, preview, or adjust images. Winni’s team may also make reasonable adjustments to improve print output. However, Winni does not guarantee exact colour, alignment, cropping, brightness, or screen-to-print matching.

Personalized products may be cancelled only before printing, engraving, production, editing, or customization starts. Once customization begins, personalized products are generally non-cancellable and non-refundable except for verified manufacturing defect, wrong product, wrong customization attributable to Winni, or severe damage before delivery.

You retain ownership of your uploaded content. You grant Winni and its partners a limited license to use the content only for processing, customizing, producing, packaging, delivering, supporting, and resolving issues related to your order, and for legal/security purposes where required.

24. Food, cakes, allergens, and safety

Food products, cakes, sweets, chocolates, and similar edible items may be prepared or procured through local fulfilment partners operating under applicable food laws and standards.

You are responsible for reviewing product information and informing Winni before placing the order if the recipient has any allergy, dietary restriction, religious preference, ingredient restriction, medical condition, or other food-related requirement.

Unless expressly confirmed by Winni in writing for a specific order:

1. Allergen-free products are not guaranteed;
2. Cross-contamination-free preparation is not guaranteed;
3. Eggless/vegetarian cake will be provided only if selected or clearly stated for the product;
4. Design and decoration may vary based on local preparation style;
5. Products should be consumed within the recommended period and stored appropriately; and
6. Winni is not responsible for issues caused by delayed consumption, improper refrigeration, mishandling, exposure to heat, or storage after delivery.

25. Winni Wallet and promotional credits

Winni Wallet, if shown on the Platform, is a promotional and adjustment ledger for eligible credits, discounts, cashback, goodwill credits, small-value adjustments, delivery charge adjustments, special charge adjustments, or campaign benefits. It is not a bank account, prepaid payment instrument, stored-value facility, deposit account, e-money product, or withdrawable balance.

The following terms apply to Winni Wallet:

1. Customers cannot add money from bank account, card, UPI, or other payment method to create wallet balance.
2. Wallet balance may be issued only by Winni as promotional credit, cashback, goodwill credit, small-value adjustment, refund adjustment selected by customer where legally/operationally permissible, or campaign benefit.
3. Wallet credits may be used only for eligible purchases on Winni, subject to product, category, campaign, minimum order value, city, and checkout restrictions.
4. Wallet credits cannot be withdrawn, transferred, sold, exchanged for cash, converted into bank refund, or used outside Winni.
5. Each wallet credit may have an expiry date. Unused credits expire automatically after the applicable expiry period and may be auto-debited from the wallet.
6. If multiple credits exist, the credit expiring earliest will be consumed first. For example, if you have Rs. 500 in wallet, where Rs. 200 expires tomorrow and Rs. 300 expires after four months, and you place an eligible order using Rs. 300 wallet amount, Winni may use Rs. 200 from the earliest-expiring credit and Rs. 100 from the later-expiring credit.
7. Wallet credits may be restricted from use with certain coupons, offers, bulk orders, corporate orders, discounted products, or special campaigns.
8. If an order paid partly through wallet is cancelled or refunded, the wallet portion may be restored to wallet with its original or revised expiry, at Winni’s discretion and subject to campaign terms.
9. Winni may reverse, cancel, withhold, or expire wallet credits in case of fraud, misuse, duplicate accounts, technical error, order cancellation, refund abuse, chargeback, policy violation, or campaign withdrawal.
10. Wallet credits have no interest, no cash value, and do not create any debtor-creditor, banking, deposit, or payment instrument relationship between Winni and the customer.
11. Winni may modify, suspend, restrict, or discontinue Winni Wallet or any wallet feature in accordance with applicable law and business requirements.

26. Reviews, ratings, messages, and user content

You may be able to submit reviews, ratings, feedback, photos, messages, greeting text, delivery instructions, or other content through the Platform. You are solely responsible for the content you submit.

You must not submit content that is unlawful, false, misleading, abusive, obscene, hateful, defamatory, discriminatory, threatening, harassing, infringing, promotional without authorization, spam, or otherwise inappropriate.

Winni may moderate, reject, remove, edit for formatting, disable, or restrict content that violates these Terms, applicable law, platform standards, or third-party rights. Winni may use genuine reviews, ratings, and non-private feedback for platform improvement, customer support, quality monitoring, marketing, and display on the Platform, subject to applicable law and our Privacy Policy.

Private gift messages, uploaded photos for personalization, and private recipient information will be handled as per the Privacy Policy and used for order-related purposes.

27. Prohibited use and platform misuse

You must not:

1. Use the Platform for unlawful, fraudulent, abusive, or harmful purposes;
2. Place fake, duplicate, prank, malicious, or harassment orders;
3. Misuse coupons, wallet credits, cashback, referral programs, or promotional campaigns;
4. Create multiple accounts to abuse offers or avoid restrictions;
5. Upload infringing, offensive, illegal, or harmful content;
6. Scrape, crawl, copy, reverse engineer, overload, interfere with, or disrupt the Platform;
7. Attempt unauthorized access to systems, accounts, orders, data, or APIs;
8. Use bots, automated scripts, or unauthorized tools;
9. Impersonate another person or provide false information;
10. Abuse customer support, vendors, delivery partners, or recipients; or
11. Violate any applicable law or third-party rights.

Winni may cancel orders, refuse refunds, reverse benefits, block accounts, restrict access, or take legal action if misuse is suspected.

28. Fraud, chargebacks, and suspicious transactions

Winni may cancel, hold, investigate, or refuse orders if we suspect payment fraud, identity misuse, chargeback abuse, stolen payment instrument use, high-risk transaction, coupon abuse, wallet abuse, false complaint, or other suspicious activity.

If a chargeback, payment reversal, or dispute is raised after an order has been processed, delivered, or deemed delivered, Winni may contest the chargeback, share delivery/order evidence with payment partners, restrict the customer account, recover dues, and take appropriate legal action.

29. Intellectual property

All trademarks, logos, service marks, trade names, product images, website design, text, graphics, icons, software, source code, user interface, content, arrangement, and other materials on the Platform are owned by or licensed to Winni, unless otherwise stated.

You may use the Platform only for personal, non-commercial ordering and browsing purposes. You must not copy, reproduce, modify, distribute, sell, exploit, scrape, republish, mirror, or create derivative works from the Platform or its content without Winni’s prior written permission.

Third-party brand names, logos, and trademarks appearing on products or descriptions belong to their respective owners.

30. Third-party links and services

The Platform may contain links to third-party websites, payment gateways, social media pages, courier tracking pages, app stores, partner pages, or other external services. Winni does not control such third-party services and is not responsible for their content, policies, security, availability, or actions.

Your use of third-party services may be governed by their own terms and privacy policies.

31. Disclaimers

The Platform, products, and services are provided on an “as available” and “as is” basis, subject to the express warranties and remedies stated in these Terms.

Winni does not guarantee that:

1. The Platform will always be uninterrupted, error-free, or available;
2. Every product, vendor, city, pincode, time slot, or delivery option will always be available;
3. Product images will be exact replicas of delivered products;
4. Delivery will always occur at the exact selected time or date;
5. Courier timelines will match the selected date or occasion date;
6. Third-party payment, courier, vendor, or fulfilment partner services will be error-free; or
7. Minor product variations will not occur.

Nothing in these Terms excludes liability that cannot be excluded under applicable law.

32. Limitation of liability

To the maximum extent permitted by law, Winni, its directors, officers, employees, agents, vendors, fulfilment partners, delivery partners, and affiliates will not be liable for indirect, incidental, special, consequential, punitive, emotional, sentimental, occasion-related, reputational, loss-of-profit, loss-of-business, or loss-of-opportunity damages arising from use of the Platform, order delay, failed delivery, product variation, cancellation, substitution, refund, or service issue.

Subject to applicable law and except for liability that cannot be limited, Winni’s aggregate liability for any claim relating to an order will not exceed the amount actually paid by you to Winni for the affected product/service in that order.

33. Indemnity

You agree to indemnify and hold harmless Winni, its directors, officers, employees, agents, partners, vendors, and affiliates from any claims, losses, damages, liabilities, costs, or expenses arising from:

1. Your breach of these Terms;
2. Inaccurate sender, recipient, address, payment, or order information;
3. Unlawful or infringing content uploaded or provided by you;
4. Misuse of the Platform, coupons, wallet, or services;
5. Recipient disputes caused by your instructions or information;
6. Violation of applicable law or third-party rights; or
7. Fraud, chargeback misuse, or abusive conduct.

34. Force majeure and operational disruptions

Winni will not be liable for delay, failure, cancellation, non-delivery, or rescheduling caused by events beyond reasonable control, including extreme weather, floods, fire, natural disasters, epidemic/pandemic restrictions, strikes, riots, protests, curfews, lockdowns, traffic restrictions, elections, government orders, public holidays, technical outages, payment gateway failures, courier disruption, vendor shutdown, supply shortage, accidents, war, terrorism, network failure, or any similar event.

In such cases, Winni may reschedule delivery, offer alternate products, cancel the order, provide partial/full refund where applicable, or take any other reasonable action based on the circumstances.

35. Changes to these Terms

Winni may update these Terms from time to time. The updated Terms will be posted on the Platform with an effective date. Material changes may be notified through the Platform or other reasonable channels where appropriate.

Orders already placed will generally be governed by the Terms applicable at the time of order placement, unless a change is required by law or is beneficial to the customer.

Continued use of the Platform after updated Terms are posted means you accept the updated Terms.

36. Customer support and grievance escalation

For order-related queries, cancellation, refund, delivery support, or complaints, please contact:

1. Email: info@winni.in
2. Customer care: +91-7829463510
3. Support hours: 8 AM to 11 PM, India time, unless updated on the Platform

For grievance escalation, please contact:

1. Grievance email: grievance@winni.in
2. Grievance officer / escalation contact: Ved Prakash
3. Postal address: SCO 27-28, 2nd Floor, Balaji Complex, Dhakoli, Old ambala Highway , Zirakpur, Punjab – 140603, India

Winni will try to acknowledge grievance emails within a reasonable time and resolve them as soon as practicable, depending on the issue, evidence required, vendor/courier investigation, payment gateway timeline, and applicable law.

37. Governing law and jurisdiction

These Terms are governed by the laws of India.

Subject to applicable consumer protection laws and any mandatory jurisdiction available to consumers under law, the courts at Zirakpur, Punjab shall have jurisdiction over disputes arising from or relating to these Terms, the Platform, or any order placed with Winni.

38. Severability and waiver

If any part of these Terms is held invalid, unlawful, or unenforceable, the remaining parts will continue to remain valid and enforceable.

Any failure or delay by Winni to enforce any provision of these Terms does not constitute a waiver of that provision or any other right. Any refund, replacement, coupon, wallet credit, goodwill gesture, or exception provided by Winni in one case does not create a precedent or obligation for future cases.

39. Entire agreement

These Terms, together with the Privacy Policy, product-specific terms, checkout terms, campaign terms, invoices, and any applicable policies referenced on the Platform, constitute the agreement between you and Winni for your use of the Platform and orders placed with Winni.