Shipping and Delivery Policy

Last Updated: September 5, 2026

1. Delivery Services

SwaadSathi facilitates delivery of eligible food and other products from participating restaurants and merchants to customers within supported service areas.

Delivery availability depends upon:

• Customer location;
• Restaurant/merchant location;
• Delivery distance;
• Operating hours;
• Product availability;
• Delivery-partner availability;
• Serviceability.

2. Serviceable Areas

Customers can enter or select their location through the Platform to determine delivery availability.

Service areas may be added, changed, temporarily suspended, or discontinued according to operational requirements.

3. Estimated Delivery Time

Estimated preparation and delivery times may be displayed through the Platform.

These are estimates and not guaranteed arrival times.

Actual delivery may be affected by:

• Restaurant preparation time;
• Order volume;
• Traffic;
• Weather;
• Road conditions;
• Distance;
• Delivery-partner availability;
• Customer-location accessibility;
• Events outside reasonable control.

4. Delivery Charges

Applicable delivery charges will ordinarily be displayed before order confirmation.

Charges may vary based on:

• Distance;
• Location;
• Demand;
• Order value;
• Restaurant;
• Promotions;
• Operational conditions.

Other applicable packaging, platform, handling, or tax amounts may be displayed separately.

5. Delivery Address

Customers are responsible for providing accurate and complete delivery information, including where applicable:

• House/flat number;
• Building;
• Street;
• Locality;
• Landmark;
• PIN code;
• Map location;
• Contact number;
• Delivery instructions.

6. Customer Availability

Customers should remain reasonably reachable while an order is being delivered.

A delivery partner or support representative may contact the customer for:

• Directions;
• Address confirmation;
• Access instructions;
• Delivery coordination.

7. Contactless Delivery

Where available, customers may request contactless delivery and provide appropriate instructions.

The selected drop-off location should be safe and reasonably accessible.

8. Failed Delivery

Delivery may be treated as unsuccessful where, despite reasonable attempts:

• The customer cannot be contacted;
• The address is materially incorrect;
• The delivery location cannot be accessed;
• A correctly fulfilled order is refused without an eligible reason.

Any refund will be determined according to our Refund and Cancellation Policy and applicable law.

9. Order Problems

Customers should inspect their order promptly after delivery.

Please contact Customer Support if there are:

• Missing items;
• Incorrect items;
• Damaged packaging;
• Significant leakage or spillage;
• Other material fulfilment issues.

Photographs or other supporting information may be requested.

10. Food Handling

Participating restaurants and merchants are responsible for appropriate preparation and packaging of products supplied by them.

Delivery partners are expected to transport orders with reasonable care.

Customers should appropriately consume or store perishable food after delivery.

11. Scheduled Orders

Where scheduled ordering is available, customers may select an available delivery period.

Scheduled delivery times remain estimates and may be affected by restaurant preparation and delivery conditions.

12. Pickup/Takeaway

Where pickup or takeaway is available, customers may collect their order directly from the selected restaurant or merchant.

Delivery charges ordinarily do not apply to qualifying pickup orders, although other disclosed charges may apply.

13. Circumstances Beyond Reasonable Control

Delivery may be delayed, suspended, or cancelled due to circumstances including:

• Severe weather;
• Flooding;
• Natural disasters;
• Road closures;
• Government restrictions;
• Civil disturbances;
• Network/infrastructure failures;
• Other events outside reasonable control.

14. Contact

For delivery-related assistance: