Terms & conditions

This website and the services offered through it are operated by Red Otter Farms Private Limited (CIN: U01100DL2019PTC350161), registered office at 146B, Shahpur Jat, New Delhi-110049, India ("ROF", "we", "us"). By accessing or using the website, creating an account or placing an order, you accept these Terms, together with our Privacy Policy, Returns, Refunds & Cancellation Policy and Shipping & Delivery Policy, which form part of these Terms.

The content of this website is for your general information and use and may change without notice. Neither we nor any third party give any warranty as to the accuracy, timeliness, performance, completeness or suitability of the information and materials on this website for any particular purpose.

• You must be at least 18 years old to create an account and make purchases.
• Accounts are accessed by logging in with your WhatsApp number. You are responsible for keeping your account and device secure and for all activity under your account.
• Please keep your contact and delivery details up to date.

• We curate produce through different growing routes: controlled hydroponic systems, certified organic farms, farms that follow organic principles without certification, and traditional low-chemical cultivation. Each product page states which applies.
• We aim for accurate product descriptions, images and prices, but we do not warrant that they are error-free. Natural produce varies in size, colour and weight.
• All products are subject to availability. We may discontinue a product at any time and may limit or cancel quantities per person, household or order.
• Nutritional information, including Nutrition Meter totals and lab reports, is for general information. It is not medical advice. Consult a doctor before changing your diet for a medical condition or allergy.

• Prices are in Indian Rupees (₹) and include applicable taxes unless stated otherwise. We may change prices at any time without prior notice; the price shown at checkout applies to that order.
• Payment is due when you place an order, through the payment methods offered at checkout. Payments are processed securely by the Razorpay payment gateway.

• Fresh produce is harvested against confirmed orders and we aim to deliver it within 36 hours of harvest. Other products, and FibreFirst Club flours, are delivered as set out in the Shipping & Delivery Policy.
• Delivery times are estimates and are not guaranteed.
• Risk of loss and title to products pass to you upon delivery to the shipping carrier. This does not affect your remedies for damaged, wrong or missing items under the Returns, Refunds & Cancellation Policy.

• Subscriptions deliver selected products on a recurring schedule. There is no minimum commitment: you can skip, pause or adjust a delivery from Manage Subscription in your account, before the cut-off of 1 PM, 3 days before the delivery date.
• Billing: charged in advance per cycle. Subscription savings are as shown on the subscription page at the time you subscribe.

• OtterPass is a paid plan that gives free delivery on orders in Delhi-NCR (Delhi, Noida, Gurugram and Faridabad).
• Cancellation and refunds are set out in the Returns, Refunds & Cancellation Policy.

• Nutrition Meter is a Pro feature that shows live calorie, protein and fibre totals for your cart. It does not provide diet plans, medical guidance or health outcome claims.

Your tier is set by your cumulative annual spend with us and upgrades automatically when you cross a threshold.

• The annual spend is counted over a rolling 12 months and excludes taxes and shipping.
• Gift boxes are subject to availability. Benefits apply only to active members. Discounts cannot be combined unless stated otherwise. ROF may modify benefits.

• The ROF Otterbalance holds store credit, including refunds taken as store credit (which carry a 10% bonus) and referral benefits.
• Otterbalance credit can be used only on redotterfarms.health, has no cash value, cannot be transferred and is valid for 12 months from the date it is credited.

This website contains material owned by or licensed to us, including its design, layout, look, appearance, graphics, photographs and the names "Red Otter Farms", "OtterPass", "Nutrition Meter", "FibreFirst" and "FibreFirst Club". Reproduction is prohibited without our written permission. Third-party trademarks shown on the site are acknowledged.

• Nothing in these Terms limits your rights under the Consumer Protection Act, 2019 or the Food Safety and Standards Act, 2006.
• Subject to that, we are not liable for any indirect, incidental, special or consequential damages arising from your use of the website or products bought through it. Our maximum liability for any cause is limited to the amount you paid for the product or service in question.
• We are not liable for delays or failures caused by events beyond our reasonable control, including floods, landslides, road closures, crop failure, epidemics, strikes, courier disruptions or government action.

We may modify these Terms at any time. Changes take effect when posted on this page, and your continued use of the website after that means you accept them. Changes to an active FibreFirst Club membership follow Part B, Section 8.

These Terms are governed by the laws of India. Please raise any dispute first with our Grievance Officer. Subject to your right to approach a consumer commission, the courts at New Delhi have exclusive jurisdiction.

• Company: Red Otter Farms Private Limited • CIN: U01100DL2019PTC350161 • Registered office: 146B, Shahpur Jat, New Delhi-110049, India
• Customer support: support@redotterfarms.in • WhatsApp +91 93548 08527 • Monday–Saturday, 9 AM–6 PM IST
• Grievance Officer: Brij Satija, Co-Founder • brij.satija@redotterfarms.in • Mobile: +91 92666 82688

Complaints are acknowledged within 48 hours and resolved within one month.

• The FibreFirst Club ("Club") is a members-only programme established and operated by ROF. Only paid members can order flours from the Club's monthly milling.
• Each month, ROF stone-grinds certified organic grain in a traditional water mill (gharat), from grain grown on ROF farms or sourced from ROF's network of organic farmers and trusted organic suppliers. Flours are packed under ROF supervision at Red Otter Farms Pvt Ltd, Kotabagh, Uttarakhand.
• We mill only against confirmed member orders, so Club flours are not held in stock. ROF's regular flour range remains available to everyone on the main store.
• The first Club milling is planned for January 2027. Later milling dates are published in advance on the Club page and sent to members.

• You must be at least 18, resident in India, and able to contract under the Indian Contract Act, 1872.
• Membership is for personal and household use. Club flours may not be resold. Bakers and businesses buying in bulk should contact ROF's B2B team.
• Membership is capped at the number of members per cycle specified on the website, allotted in order of successful payment. When the cap is reached, applicants join a waitlist.
• ROF may refuse an application where information is false, the pincode is not serviceable, or the applicant has previously breached these Terms. Any fee paid is then refunded in full.

• The annual membership fee is shown on the website and is payable in advance.
• Membership runs for 12 months from the activation date. During this period you may order in every monthly order window.
• The fee gives access to order; it is not a prepayment for flour. Flours are paid for at the time of each order.
• ROF may revise the fee for future cycles. Changes do not affect a membership already paid for.

• Memberships do not auto-renew unless you choose auto-renewal at checkout.
• We will remind you at least 15 days before your membership ends. Renewing before the end date keeps your seat and any Founding Member status; otherwise your seat may be released to the waitlist.
• If you opt in to auto-renewal, we will notify you at least 24 hours before any charge, as required by RBI rules on recurring payments, and you may cancel auto-renewal at any time.

• Each month we open an order window of 5–7 days, announced by WhatsApp and email. Orders can be placed only within the window.
• Each window lists the standard flours and any seasonal specialty grains or blends. Specialty grains are limited and allotted in order of confirmed payment.
• Orders are confirmed only when paid in full. Prices include GST; any shipping charge is shown at checkout.
• A window you do not order in lapses. Unused months do not carry forward and do not reduce the fee.
• Standing orders (optional): you may set a repeating monthly order, which you can change or skip until the window closes.

• Milling depends on grain availability, harvest quality, weather and the water flow that powers the gharat. If a grain is unavailable or fails our quality checks, we will tell you and offer a substitute, a smaller quantity, or a refund for that item.
• If a milling is delayed, we will inform members with the revised date. If it is delayed by more than 15 days, you may cancel that month's order for a full refund.
• Each pack carries its milling date and batch number. Stone-ground whole flours keep their natural bran and germ; use by the expiry date advised on the pack.
• All grains are processed in a facility that also handles gluten-containing grains. Members with coeliac disease, gluten intolerance or other allergies should take note.

• Membership is personal and tied to your registered mobile number. It may not be shared, sold or transferred, except for a one-time transfer to a family member at the same address.
• ROF may suspend or end a membership for fraud, resale, abuse of staff, bad-faith chargebacks or repeated refusal of deliveries. Refunds in that case follow the Returns, Refunds & Cancellation Policy.

• We may change Part B for future cycles. Material changes to an active membership are notified at least 30 days before they apply; if you do not accept them, you may cancel for a pro-rata refund of the fee for the remaining full months.
• If ROF suspends milling for more than two consecutive months or closes the Club, members receive a pro-rata refund of the fee for unused months and a full refund for paid, undelivered orders.