Shipping Policy

1. Scope of services

This Shipping Policy applies to all orders placed through our platform for food, grocery, pharmacy/medicines, e‑commerce products, and parcel/courier services within our serviceable areas.
By placing an order, customers agree to this policy in addition to our Terms & Conditions, Cancellation & Refund Policy, and Privacy Policy.

Serviceable geography: We currently operate as a hyperlocal delivery service within specified pincodes/areas, which are displayed at the time of order placement.
Delivery modes: Orders are fulfilled either by our in‑house delivery partners or by integrated third‑party logistics providers, depending on product type, distance, and delivery slot.

Order processing time:
- Food: Immediate processing; preparation starts once the restaurant/vendor accepts the order.
- Grocery & pharma: Typically processed within 10–30 minutes of successful payment confirmation.
- E‑commerce & parcels: Typically processed within 1–4 business hours of successful payment.
Cut‑off time: Orders received close to vendor/store closing hours may be scheduled for the next available delivery slot, which will be shown before order confirmation.

Indicative delivery timelines (may vary by traffic, weather, festive load, law‑and‑order, or operational issues):
- Food: 30–60 minutes for most orders within the same locality.
- Grocery: 30–120 minutes for hyperlocal delivery.
- Pharmacy: 30–120 minutes after prescription and product verification.
- E‑commerce items: Same‑day or next‑day within city limits; 2–7 business days for non‑local shipments (if enabled).
- Parcels (within city): Typically 60–180 minutes depending on distance and service type (standard/express).
These are estimates only; no guaranteed delivery time is offered unless explicitly mentioned as “guaranteed” on the order screen.

Charges may vary based on:
- Distance between pickup and drop location.
- Order value, weight, and size.
- Delivery speed (standard vs express) and surge/peak‑time pricing.
Food, grocery, pharma: A base delivery fee plus any applicable distance/peak‑time fee is shown at checkout before payment.
E‑commerce & parcel: Charges are based on volumetric weight, distance, and selected service level; the total payable amount is displayed before order confirmation.
Free delivery or reduced fees may be offered above certain order values or under promotions, as shown in the app/website.

Packaging responsibility:
- Food, grocery, and pharmacy orders are packed by the respective vendors/partners; the platform and delivery partners transport them as provided.
- E‑commerce and parcel shipments must be securely packed by the sender (or vendor) to withstand normal handling; fragile items should be clearly marked.
Temperature‑sensitive items (e.g., some medicines, certain foods) will be transported using reasonable care, but specialized controlled‑temperature logistics are provided only if explicitly mentioned.

Medicines and pharma products are delivered only against valid prescriptions where applicable and as per applicable laws and guidelines (e.g., Drugs and Cosmetics Act and related rules).
The customer must upload or show a valid prescription at the time of ordering and/or delivery; orders can be cancelled or partially fulfilled if prescriptions are invalid, incomplete, or not produced.
Certain controlled, narcotic, or psychotropic substances cannot be delivered or may require additional permits; such orders may be rejected even after payment, with refund as per our refund policy.

The following items are not accepted for shipping via our parcel/e‑commerce services:
- Cash, illegal items, firearms, explosives, hazardous chemicals, flammable materials.
- Narcotic drugs, psychotropic substances, and any items prohibited under applicable law or courier regulations
For food, grocery, and pharma, only items listed and allowed on the platform can be ordered; orders may be cancelled if any policy or legal restriction is violated.

The customer must be available at the delivery location with reachable contact numbers during the estimated delivery window.
If the delivery partner cannot complete delivery due to customer unavailability, wrong address, unreachable phone, or denial to accept without valid reason:
- Food, grocery, and pharma: Order may be cancelled without refund due to perishable/sensitive nature.
- E‑commerce & parcel: A re‑delivery attempt or return to origin may be initiated; additional charges may apply as per our pricing.

Customers can track order status in real time through the app/website, including stages such as order accepted, picked up, on the way, and delivered.
SMS, app, email, or WhatsApp notifications may be sent for key events like order confirmation, out‑for‑delivery, and delivery completion, subject to network and system availability.

Delays may occur due to factors beyond reasonable control, including heavy traffic, weather conditions, public holidays, strikes, regulatory checks, or technical outages.
In such cases, the platform will attempt to update revised ETAs and, where possible, allow cancellation or rescheduling as per the applicable cancellation and refund policy.

For food, grocery, and pharma: Customers should check the package at delivery; if there is visible damage, tampering, or significant leakage, they should immediately report through the app or customer support with photos.
For e‑commerce and parcel shipments: Claims for loss or damage must be raised within a defined time (e.g., 24–48 hours) with proof of damage, packaging, and order details; liability is limited as per our Terms & Conditions and partner courier rules.

At present, international shipping for any category (food, grocery, pharma, e‑commerce, parcel) is either not offered or is available only where clearly specified; separate terms will apply to such shipments.
Prohibited and restricted items lists of the destination country must be followed; shipments in violation may be cancelled, returned, or seized by authorities.

This Shipping Policy may be updated periodically to reflect changes in law, operations, or business model; the latest version will always be available on the app/website.
Continued use of the platform after any update will be deemed acceptance of the revised policy