Shipping & Delivery Policy

1. Delivery Services

We do not currently offer international shipping. Availability may be restricted by product, pincode, distance, weather, rider supply, courier rules, or law.

2. Processing and Preparation

• Shelf orders are generally processed within 1–2 business days after payment confirmation. Customized, bulk, promotional, or peak-period orders may take longer.
• Ready-to-Eat orders are prepared against the selected and confirmed meal slot. Order cutoffs and available slots are displayed in the cart and may change with kitchen capacity.
• Processing and preparation estimates begin only after successful payment and order acceptance. We may contact the customer before accepting an unusual, bulk, distant, or customized order.

3. Estimated Delivery Times

• Shelf standard delivery is generally estimated at 5–7 business days after dispatch. Any faster option applies only when specifically offered and paid for.
• Ready-to-Eat delivery is targeted to the confirmed meal slot, but the rider's arrival time is an estimate rather than an exact appointment.
• Estimates may be affected by preparation, traffic, weather, holidays, courier capacity, access restrictions, government action, natural events, or other force-majeure circumstances.

A short operational delay does not automatically create a right to compensation. A materially late order will be reviewed under our Cancellation & Refund Policy and applicable law, including whether the delay resulted from us, our arranged provider, the customer, or force majeure.

4. Charges and Payment

• Shelf shipping charges are calculated from destination, serviceability, weight, dimensions, and applicable offers, then displayed before payment.
• Ready-to-Eat delivery fees are calculated from the confirmed location and distance. Any free-delivery reward applies only when its cart threshold and distance conditions are satisfied.
• Where the cart permits “food only” payment, the disclosed rider fee is payable directly to the rider. Otherwise the displayed food and delivery total is collected online.
• Waiting, destination changes, re-delivery, return-to-origin, or cancellation charges caused by customer action are additional and payable by the customer.

5. Customer Delivery Responsibilities

• Provide a complete and accurate address, pincode, landmark, map pin, recipient name, and reachable 10-digit mobile number.
• Check that the location pin identifies the actual handover point, not merely the neighbourhood or a nearby road.
• Keep the phone available and arrange building, gate, security, or access permissions before the rider arrives.
• Inspect the parcel condition and verify the number of packages at handover where reasonably possible.

Address or phone corrections are accepted only before dispatch or rider booking where operationally possible. We are not responsible for loss, delay, or spoilage caused by incorrect customer-provided information.

6. Failed Delivery and Refused Orders

If a delivery fails because the customer is unavailable, unreachable, refuses the parcel, supplies an incorrect location, denies access, or requests an unsupported destination change:

• Ready-to-Eat food charges are non-refundable after preparation and dispatch because the food cannot be safely resold.
• Shelf products may be eligible for re-dispatch after return and inspection, but the original and new shipping charges, handling, return-to-origin fees, and any loss caused by the failure may be deducted where permitted by law.
• A perishable, customized, opened, damaged, or non-resalable return is not eligible for a change-of-mind refund.

7. Self Pickup and Customer-Booked Riders

• Self-pickup orders are fulfilled when handed over at the confirmed pickup point. The customer must collect within the confirmed window.
• Quality loss caused solely by delayed pickup, delayed consumption, or storage after the handover is the customer's responsibility.
• If the customer independently books or authorizes a rider, that rider acts as the customer's collection agent. Transport risk after sealed handover, including delay, loss, mishandling, and rider charges, must be addressed with that provider.

This does not exclude responsibility for a verified defect or unsafe condition that existed before handover.

8. Tracking and Proof of Delivery

• Shelf tracking is shared when available and may require up to 24 hours after dispatch to begin updating.
• Courier scans, GPS or map records, OTP confirmation, recipient or security confirmation, photographs, call logs, and rider messages may be used to investigate delivery disputes.
• A carrier status marked “Delivered” is evidence of delivery but does not prevent a customer from promptly reporting a genuine misdelivery with supporting details.

9. Damage, Missing Parcels, and Delays

• Report Ready-to-Eat delivery concerns within 2 hours and visible Shelf parcel damage, leakage, missing items, or wrong items within 24 hours.
• Provide the order number and unedited images or video of the outer packaging, label, seal, item, and reported issue. Keep all packaging until the investigation is complete.
• Report a Shelf parcel that has not arrived within 48 hours after the latest communicated estimate so we can raise a trace with the courier.

Cosmetic outer-packaging marks that do not affect the seal, quantity, quality, or food safety are not treated as product damage. Verified loss, unsafe damage, wrong delivery, or material delay will be remedied as required by our Cancellation & Refund Policy and law.

10. Food Handling After Delivery

Follow storage, refrigeration, reheating, use-by, and serving instructions supplied with the product. Do not consume food that appears unsafe. Bhagi's Kitchen is not responsible for spoilage, contamination, or quality loss caused after delivery by delayed consumption, improper storage, reheating, handling, or transfer to a different container.

11. Delivery Fraud and Abuse

False non-delivery claims, manipulated evidence, collusion with a recipient or rider, repeated refusal, intentional provision of an incorrect location, or misuse of delivery rewards may lead to additional verification, refusal of unsupported claims, restriction of future service, contesting of chargebacks, and reporting of suspected fraud where appropriate. Genuine delivery complaints remain eligible for fair review.

12. Contact and Applicable Terms

For delivery assistance, email bhagiskitchen.helpdesk@gmail.com or WhatsApp +91 89782 98392 with the order number. This Shipping & Delivery Policy must be read with our Terms of Service and Cancellation & Refund Policy. Nothing here excludes a mandatory consumer right or remedy under Indian law.