WhatsApp Messaging Policy

This page describes exactly how we use WhatsApp to communicate with you. We follow Meta's WhatsApp Business Messaging Policy and the Commerce Policy. If anything here conflicts with those, those policies prevail.

1. How we get your consent (opt-in)

We collect explicit, affirmative consent before sending you any WhatsApp message. We collect consent through any of:

• The opt-in form on this website, where you tick a clearly-labeled checkbox stating exactly what you'll receive.
• A reply you send to us on WhatsApp confirming you want to receive messages of a specific type.
• A signed paper form at our kitchen, where the consent text is printed and you tick the relevant box.

For each opt-in we record: your name, the WhatsApp number you opted in with, the category of messages you agreed to, the date and time of consent, and the channel on which it was given. This record is kept as long as the consent is active and for 2 years after withdrawal as proof of compliance.

2. Message categories we send

Transactional (utility)

• Order confirmation with item, quantity, and total.
• Delivery ETA and rider details.
• Payment receipts.
• Order issues, refunds, or replacements.

Sent only after you place an order or explicitly opt in to order-related messages. Frequency: tied to your order — typically 2 to 4 messages per order.

Marketing (today's-dish nudge)

• One short message per day announcing the day's dish.

Sent only if you separately opt in to marketing via the dedicated checkbox. Capped at one message per calendar day, sent between 10 AM and 12 noon IST.

Service (support replies)

If you message us first with a question, we reply within the 24-hour WhatsApp customer-service window. Outside that window, we will only contact you using a pre-approved WhatsApp template that matches your consent category.

3. Messages we do not send

• Promotional content for products other than our own meals.
• Messages on behalf of other businesses.
• Bulk broadcasts to lists we did not collect consent for.
• Messages outside the categories you opted in to.

4. How to opt out

• Reply STOP to any of our WhatsApp messages. This stops all marketing messages immediately. Transactional messages for existing in-flight orders may still be sent so we can complete delivery.
• To stop transactional messages too, reply STOP ALL, or email privacy@onedishmealco.com. Note: this also means we cannot continue to take your orders over WhatsApp.
• Opt-outs are processed within 24 hours and logged with the date and time.

5. Phone number handling

• Your WhatsApp number is used only to communicate with you about your orders and (if opted in) the day's dish.
• We do not sell, rent, share, or transfer your number to advertisers, marketers, or unrelated third parties.
• We may share your number with our WhatsApp Business Solution Provider (BSP), payment processor, and delivery partner — only as needed to fulfill your order.

6. Compliance with WhatsApp's Commerce Policy

We sell only food prepared in our own licensed kitchen. We do not use WhatsApp to advertise or transact in any of the prohibited categories (alcohol, tobacco, drugs, weapons, animals, adult products, gambling, etc.). Our FSSAI license number is displayed at our kitchen and on request.

7. Reporting concerns

If you receive a message from us you didn't expect or believe is out of policy, email privacy@onedishmealco.com. We investigate every report and respond within 7 days.