Privacy Policy

1. Who we are

SYPP'D is a coffee brand run by Epoch, a partnership firm registered in India with its principal place of business at 95, Krishi Apartment, Sector-13, Rohini, Delhi-11085. When this policy says "we", "us" or "our", it means Epoch operating the SYPP'D brand. When it says "you" or "your", it means anyone who visits www.syppd.com, buys from us, signs up for our emails, receives a sample from us or contacts us in any way.

This policy explains what personal information we collect, why we collect it, who we share it with and what control you have over it. Please read it alongside our Terms of Service.

2. When this policy applies

This policy applies to our website, our checkout, our customer support channels, our emails and messages, our social media pages including Instagram @drinksyppd, our sampling and event activity and any corporate or bulk enquiry you send us. It does not apply to other websites we link to. If you buy SYPP'D from a marketplace or a retail store, that seller's privacy policy applies to that purchase as well as ours.

3. Information you give us

You give us information when you place an order, create an account, sign up for updates, enter a contest or giveaway, request samples, respond to a survey, leave a review or write to us. This can include:

Your name
Your email address
Your mobile number
Your delivery address and PIN code, including a second address if you send a gift
Your billing address and GSTIN if you ask for a GST invoice
The products you order, the sizes and flavours you choose and any delivery instructions you add
Photos, videos, reviews, comments and any other content you send us or tag us in
The content of your emails, chats, calls and messages with our support team

4. Information we collect automatically

When you browse our website, some information is collected automatically by our systems and by the tools we use. This includes your IP address, device type, browser, operating system, the pages you view, how long you stay, what you click, what you add to your cart and what you leave behind, the website or advertisement that brought you to us, and cookie identifiers. This is standard for any online store and it helps us fix problems, prevent fraud and improve the site.

5. Information we get from others

We may receive information about you from our payment gateway, our delivery partners, our marketing platforms and from social media platforms if you interact with our pages or use a social login. For example, our courier tells us the delivery status of your parcel and our payment gateway tells us whether a payment succeeded or failed.

6. What we never collect

We never collect or store your full card number, CVV, card PIN, UPI PIN, net banking password or any other payment credential. All payments are handled directly by our payment gateway partner on their own secure systems. We only receive confirmation that a payment went through, along with your billing name, billing address and the method you used.

7. Why we use your information

We use your information for these purposes and no others:

To take, confirm, pack, ship and deliver your order
To send you order confirmations, dispatch alerts, tracking links and delivery updates by email, SMS, WhatsApp
To process refunds and handle cancellations, replacements and complaints
To issue invoices and meet our tax, accounting and food safety record keeping obligations
To answer your questions and provide customer support
To send you offers, launches, recipes and brand news
To run contests, giveaways, sampling programmes and events you sign up for
To understand how people use our website so we can make it faster and easier to buy from
To show you relevant advertising on platforms such as Meta and Google
To detect and prevent fraud, abuse of discount codes, fake orders and misuse of our website
To comply with the law and to establish, exercise or defend legal claims

8. Marketing messages and how to stop them

We will only send you marketing messages if you have asked for them or if you have bought from us and have not told us to stop. Every marketing email carries an unsubscribe link at the bottom. For WhatsApp and SMS you can reply STOP, or write to us at info@syppd.com and we will remove you within a reasonable time. Stopping marketing messages does not stop transactional messages about an order you have already placed, because we need to send those in order to deliver to you.

9. Cookies and similar technologies

Cookies are small files placed on your device. We use them to keep your cart working, to remember you when you return, to measure how the site performs and to make our advertising more relevant. You can block or delete cookies in your browser settings and where we ask for your consent on the site you can decline. If you block essential cookies, parts of the site such as the cart and checkout may stop working properly.

10. Who we share your information with

We do not sell, rent or trade your personal information. We share it only with the partners who help us run the business, and only to the extent they need it:

Our e-commerce platform, which hosts our store and processes orders
Our payment gateway, which processes your payment and any refund
Our courier and logistics partners, who need your name, address and phone number to deliver your parcel and to call you if they cannot find you
Our email, SMS and WhatsApp messaging providers, who send our communications on our behalf
Our analytics and advertising partners, in the manner described in the cookies section above
Our accountants, auditors, bankers, insurers and legal advisers, where required
Government authorities, courts, law enforcement and regulators, where we are legally required to share or where sharing is necessary to protect our rights, our customers or public safety
A buyer or successor, if the business is sold, merged or reorganised, in which case your information moves with the business on the same terms

We ask every partner to protect your information and to use it only for the purpose we engaged them for.

11. Where your information is stored

Our service providers may store or process data on servers located outside India. Where that happens, we take reasonable steps to ensure the information stays protected to the same standard described in this policy and is transferred only in ways permitted by Indian law. By using our website you agree to your information being processed in this way.

12. How long we keep it

We keep order and invoice records for as long as tax, company and food safety law requires, which is usually eight years. We keep account and marketing information for as long as your account is active or until you ask us to delete it. We keep support conversations for a reasonable period so we can help you if you come back to the same issue. After that we delete the information or make it anonymous so it can no longer identify you.

13. Your rights

Indian data protection law, including the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000 together with the rules made under them, gives you rights over your information. You can:

Ask us for a summary of the personal information we hold about you and how we have used it
Ask us to correct anything that is wrong, incomplete or out of date
Ask us to delete your information, where we are not required by law to keep it
Withdraw a consent you have given us, at any time, as easily as you gave it
Nominate another person to exercise these rights on your behalf if you die or become unable to act
Raise a grievance with us and if you are not satisfied, escalate it further

To exercise any of these rights, write to us at info@syppd.com from the email address on your account. We will verify who you are before we act and we will respond within a reasonable period. There is no charge for making a request.

14. Changes to this policy

We may update this policy from time to time. The date at the top always tells you when it last changed. If we make a significant change, we will make it clear on www.syppd.com and, where the law requires it, we will tell you directly. Please check back from time to time.

15. Grievance Officer

If you have a question or a complaint about your privacy, contact our Grievance Officer, appointed in line with the Information Technology Act, 2000 and the Consumer Protection (E Commerce) Rules, 2020:

Name: Dhruv Lakra
Designation: Co-Founder
Company: EPOCH, operating the SYPP'D brand
Address: 95, Krishi Apartment, Sector-13, Rohini, Delhi-110085
Email: info@syppd.com
Phone: 9319300838

We will acknowledge your complaint within forty eight hours of receiving it and resolve it within one month.