Privacy Policy

SERKYEM Tea & Café (“SERKYEM”, “we”, “us”) runs this website and the café at 217/3 Kabiguru Sarani, Near Bakultala More, Rabindra Nagar Main Road, P.O. Rabindra Sarani, Siliguri - 734006, Dist. Darjeeling, West Bengal. We are the data fiduciary for the personal data described here, and we handle it in line with the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000 and the rules made under it.

Information you give us:

• Name, email address and phone number
• Delivery address, including city, state and PIN code
• Order contents, order history and any coupon code used
• Table reservation and event enquiry details
• Messages you send us by email, WhatsApp or the contact form
• Account login details, if you create an account

Information collected automatically:

• Device, browser and approximate location derived from your IP address
• Pages viewed and actions taken on the site
• Cookies and similar browser storage, as described below

We never receive or store your full card number, CVV, UPI PIN or net banking password. Those go directly to our payment provider.

• To price, take payment for, pack and deliver your order
• To send order confirmations, dispatch and tracking updates
• To manage table reservations and event enquiries
• To answer your questions and handle returns, refunds and complaints
• To detect and prevent fraud, abuse and payment disputes
• To meet our tax, accounting and other legal obligations
• To send news and offers from SERKYEM — only if you have opted in, and you can opt out at any time

Online payments are processed by Razorpay, a PCI-DSS compliant payment gateway. When you pay, your card, UPI or net banking details are collected by Razorpay on their own systems under their privacy policy. We receive only a payment reference, the amount, the status and the method used. We store that against your order so we can verify the payment and process any refund.

We do not sell your personal data, and we do not share it for anyone else’s marketing. We share only what is needed, with:

• Razorpay — to take payment and process refunds
• Delhivery — your name, delivery address and phone number, so your parcel can be delivered and tracked
• Our email provider — to send order confirmations and any newsletter you have subscribed to
• Our hosting and database providers — who store the site and the order records on our behalf
• Professional advisers, and government or judicial authorities where we are required by law to disclose

We use a small number of cookies and similar browser storage. Some are strictly necessary — they keep your basket and your signed-in session working, and cannot be switched off. Others help us see which pages are used so we can improve them. You can block or delete cookies in your browser settings, but the basket and checkout will not work properly without the necessary ones.

Order, invoice and payment records are kept for as long as Indian tax and accounting law requires. Reservation and enquiry records are kept for up to two years. Marketing contacts are kept until you unsubscribe. Account data is kept until you ask us to delete it.

The site is served over HTTPS, every payment is verified on our server rather than trusted from your browser, and access to order data is limited to the people who need it to run SERKYEM. No system is perfectly secure, but we take reasonable technical and organisational measures to protect your information, and we will notify you and the relevant authority of a personal data breach where the law requires it.

You can ask us to:

• Give you a copy of the personal data we hold about you
• Correct or complete anything that is wrong or out of date
• Delete your data, where we are not required to keep it for legal or accounting reasons
• Withdraw a consent you gave earlier, including for marketing
• Nominate someone to exercise these rights on your behalf if you are unable to

Write to hello@serkyem.com and we will respond within 30 days. We may need to confirm who you are before we act.

This site is not directed at children under 18, and we do not knowingly collect their personal data. If you believe a child has given us information, write to us and we will delete it.

We may update this policy as our service or the law changes. The revised version takes effect when it is posted here, and the “last updated” date above tells you when that was.

For any question or complaint about your personal data, contact our Grievance Officer: write to hello@serkyem.com, call or WhatsApp +91 98327 37764, or post to the Grievance Officer, SERKYEM Tea & Café, 217/3 Kabiguru Sarani, Near Bakultala More, Rabindra Nagar Main Road, P.O. Rabindra Sarani, Siliguri - 734006, Dist. Darjeeling, West Bengal. We acknowledge complaints within 48 hours and aim to resolve them within 30 days.