The Whistling Kettle Co.

The Whistling Kettle Co. is a Kolkata-based food and beverage brand rooted in warmth, tradition, and modern comfort. We bring together familiar flavours and thoughtful recipes to create food that feels like home.

We operate through three distinct sub-brands:

• Haldii — Traditional Bengali flavours and heritage recipes
• Pithe — Authentic Bengali lost recipes and seasonal delicacies
• Ketlee — Comforting everyday beverages and soulful favourites

Our mission is to serve food that connects culture with contemporary taste, using quality ingredients and honest preparation — every single time.

2.1 Modes of Service

• Take-Away — Walk-in orders placed and collected directly at our outlet.
• Online Orders — Placed through our official website only; unofficial channels are not recognised.
• Home Delivery — Available within our defined delivery zones (see Section 4).
• Prior / Bulk Booking — Via our official booking form or direct email only.

2.2 Official Channels Only

Orders and bookings are accepted exclusively through official channels. Transactions made through unverified third parties or agents are at the customer's own risk — we bear no responsibility for resulting fraud or loss.

2.3 Order Confirmation

An order is confirmed only upon explicit acknowledgment from our team. A submitted booking form alone does not guarantee fulfilment.

2.4 Service Hours

Operating hours are published on our website. Orders placed outside these hours are queued for the next slot; we are not liable for resulting delays.

3.1 Advance Notice

All bulk and event orders require a minimum of 72 hours' notice. Shorter notice is subject to availability, not guaranteed.

3.2 Information Required

• Full name (as per valid ID)
• Active phone number
• Email address
• Preferred date & time
• Delivery or pick-up preference
• Delivery address (if applicable)
• Special requests or dietary notes

Incomplete submissions will not be processed; we may request verification before confirming.

3.3 Verification

For bulk or high-value orders we may request identity verification or advance payment. Refusing reasonable verification may result in cancellation.

3.4 Advance Payment

Bulk orders above a set value may require partial or full advance payment, non-refundable if the customer cancels after preparation begins.

3.5 Customer Cancellations

Must be emailed at least 36 hours before delivery/pick-up. No refund once preparation has started; timely cancellations of unprepared orders are reviewed case-by-case.

3.6 Cancellations by Us

In rare cases (ingredient unavailability, operational constraints, force majeure) we may cancel a confirmed order — customers are notified promptly and any advance payment refunded in full.

3.7 No-Show Policy

Pick-up orders uncollected within 2 hours of the scheduled time without prior notice may be forfeited, non-refundable, as the food is perishable.

4.1 Delivery Zones

We do not deliver in-house beyond 10 km. Beyond that, use our listed third-party delivery partners, governed by their own terms.

4.2 Address Accuracy

Customers are responsible for a complete, accurate address at the time of ordering. Non-delivery due to incorrect or incomplete addresses is not eligible for refund or free re-delivery.

4.3 Recipient Availability

Someone must be available to receive the order. If our team cannot reach the recipient after reasonable attempts, the order is returned — no refund, as the food is perishable.

4.4 Delivery Time Estimates

Estimates are approximate and may vary with traffic, weather, or kitchen load. We are not liable for delays from external circumstances.

4.5 Tamper-Evident Packaging

All deliveries are sealed. Report any tampered or opened packaging with a photograph to [email protected] within 2 hours of receipt — claims without evidence or after this window will not be entertained.

5.1 Ingredients

We use fresh, responsibly sourced ingredients. Our traditional recipes are free from artificial preservatives; sourcing may vary slightly by season.

5.2 Kitchen Standards

Food is prepared in a clean, hygienic environment, with staff following safe food-handling practices and applicable regulations.

5.3 Allergen Awareness

Customers must disclose allergies or dietary restrictions at the time of ordering. Trace cross-contamination cannot be entirely ruled out; we are not liable for reactions arising from non-disclosure.

5.4 Freshness & Perishability

All items are prepared fresh to order. Once an order leaves our kitchen, we are not responsible for quality changes from delayed consumption or improper storage.

6.1 What We Collect

• Name — to identify and address the customer
• Phone number — order updates and delivery coordination
• Email — confirmations, receipts, correspondence
• Delivery address — to dispatch within our service zone

6.2 & 6.3 Why & How We Use It

Solely to process orders, coordinate delivery, communicate status changes, and prevent fraud or misuse. Data is never sold or rented, and is shared only with our delivery team or authorised partners on a need-to-know basis.

6.4 Data Retention

Retained for a reasonable period for record-keeping and dispute resolution. Request deletion any time at [email protected].

6.5 Data Security

We store information securely and never store full payment details. We will never ask for OTPs, passwords, or payment details — never share these with anyone claiming to represent us.

7.1 When Considered

• Wrong item delivered
• Quality genuinely and verifiably compromised (foreign object, clearly spoiled on delivery)
• Order confirmed but not fulfilled by us

7.2 Raising a Complaint

Email [email protected] within 2 hours of receiving the order, including your name and contact number, order date/time, a clear photo, and a description of the issue. Claims without evidence or after the window will not be entertained.

7.3 Investigation

We review evidence and respond within 48 hours. Our decision after internal review is final.

7.4 Not Refundable

• Change of mind after preparation
• Undisclosed flavour or spice preferences
• Non-delivery from an incorrect address
• Recipient unavailability
• Orders partially consumed before complaint
• Complaints beyond the time window, or unverifiable claims

7.5 Misuse of Policy

We keep records of all refund requests. Repeated false or manipulative complaints will result in blacklisting without notice, and we reserve the right to pursue action for wilful fraud.

8.1 Respectful Interaction

Abusive language, threats, harassment, or intimidation toward our staff — in person, by phone, or digitally — results in immediate refusal of service and may be reported to authorities.

8.2 Fraudulent Activity

Manipulating our ordering system, providing false information, misusing refunds, or impersonation results in permanent blacklisting and possible legal action.

8.3 Chargebacks & Disputes

Unjustified chargebacks after satisfactory receipt of an order are a policy breach; we keep thorough records to contest such claims.

8.4 Reviews & Feedback

Honest reviews are welcome. Defamatory or malicious reviews intended to damage our reputation may be reported and addressed legally; we're always open to resolving genuine grievances directly.

9.1 Professionalism & Warmth

Staff are the face of our brand and are expected to be professional, warm, and helpful at all times.

9.2 Punctuality

Repeated tardiness or unnotified absence is addressed through formal internal review.

9.3 Food Hygiene

All staff handling food must maintain high personal hygiene, appropriate attire, and use protective equipment as required.

9.4 Confidentiality

Recipes, strategies, supplier and customer data, and pricing must never be disclosed externally, during or after employment.

9.5 Social Media

Staff must not post about the company, customers, operations, or colleagues without explicit written management approval.

9.6 Integrity

Facilitating fraud or acting against company interests results in immediate disciplinary action, including termination and legal recourse.

10.1 Official Presence

Our official handles are published only at thewhistlingkettleco.com. We are not responsible for interactions with unverified impersonator accounts.

10.2 Customer-Generated Content

Publicly tagging us grants permission to share that content, with credit, on our official channels. Contact us by email to request removal.

10.3 Scam Warning

We will never request OTPs, bank details, or advance payments via social media. Report suspicious accounts to [email protected] immediately.

We reserve the right to update, modify, or amend this policy at any time without prior notice. The current version is always available on our official website. Continued use of our services after an update constitutes acceptance of the revised policy — we encourage periodic review.

For all queries, concerns, or complaints, write to us at [email protected].