Shipping policy

FOODRIVO – DELIVERY & SHIPPING POLICY

Last Updated: 2 September 2026

This Delivery & Shipping Policy (“Policy”) explains how Foodrivo handles the delivery of food and other eligible products ordered through the Foodrivo mobile application, website and related services (“Platform”).

By placing an order through Foodrivo, you agree to this Policy along with the Foodrivo Terms & Conditions and Refund & Cancellation Policy.

1. Delivery Service

Foodrivo provides or facilitates delivery of orders placed with participating restaurants and food partners.

Delivery may be carried out by Foodrivo delivery partners, restaurant delivery personnel or other authorized delivery service providers, depending on the location and order.

Delivery availability may vary by area, restaurant, distance and operational conditions.

2. Delivery Areas

Foodrivo delivers only to locations where delivery service is available on the Platform.

The available delivery area may change depending on:

- Restaurant location

- Customer location

- Delivery partner availability

- Distance

- Weather and traffic conditions

- Operational capacity

- Local restrictions

If a location is outside the available delivery area, Foodrivo may not be able to accept or fulfil the order.

3. Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Customers should provide, where applicable:

- House/building number

- Street/locality

- Landmark

- Correct mobile number

- Other information necessary to locate the delivery address

Foodrivo and its delivery partners may contact the customer when necessary to complete delivery.

4. Delivery Time

The delivery time displayed on the Platform is an estimated time and is not guaranteed.

Delivery may take longer because of:

- Restaurant preparation time

- Traffic

- Weather conditions

- High order volume

- Delivery partner availability

- Distance

- Incorrect or incomplete address

- Road or access restrictions

- Technical issues

- Unforeseen circumstances

Foodrivo will make reasonable efforts to facilitate timely delivery.

5. Order Preparation

The restaurant is responsible for preparing the food after accepting the order.

Preparation time may vary depending on:

- Number of items ordered

- Food type

- Restaurant workload

- Customization requests

- Availability of ingredients

The estimated delivery time may therefore change after an order is placed.

6. Delivery Charges

Delivery charges may apply depending on:

- Delivery distance

- Restaurant

- Order value

- Location

- Time

- Promotional offers

- Operational conditions

Applicable delivery charges, where available, will generally be displayed before order confirmation.

Foodrivo reserves the right to change delivery charges from time to time.

7. Tracking

Where tracking is available, customers may be able to view order or delivery status through the Foodrivo Platform.

Tracking information may be estimated and may not always represent the exact real-time location of the delivery partner.

8. Customer Availability

Customers should remain available to receive their order at the selected delivery location.

The customer may be contacted by the restaurant or delivery partner for delivery coordination.

If the customer cannot be reached after reasonable attempts, delivery may be delayed, cancelled or otherwise handled according to the applicable order policy.

9. Failed Delivery

A delivery may be considered unsuccessful if:

- The customer is unavailable.

- The delivery address is incorrect.

- The address is incomplete.

- The customer refuses to receive the order.

- The customer cannot be contacted.

- The delivery location cannot reasonably be accessed.

- The customer provides incorrect delivery instructions.

In such circumstances, the customer may not be eligible for a refund, depending on the circumstances and applicable Foodrivo policy.

10. Delivery Delays

Foodrivo is not responsible for delays caused by circumstances beyond its reasonable control.

Examples include:

- Severe weather

- Traffic congestion

- Road closures

- Natural disasters

- Government restrictions

- Public disturbances

- Technical failures

- Restaurant delays

- Delivery partner availability

- Other unforeseen circumstances

Foodrivo will make reasonable efforts to communicate significant delays where possible.

11. Contactless Delivery

Where contactless delivery is available, customers may request the order to be left at an appropriate location.

The customer is responsible for providing suitable delivery instructions.

Foodrivo may not be responsible for loss, damage or deterioration occurring after an order has been left at the customer's requested location, to the extent permitted by applicable law.

12. Order Inspection

Customers are encouraged to check their order shortly after delivery.

If an order contains:

- Missing items

- Wrong items

- Damaged packaging

- Spilled food

- Other significant issues

the customer should report the issue to Foodrivo Customer Support as soon as possible.

13. Food Condition During Delivery

Food may naturally experience changes in temperature, appearance or texture during transportation.

Restaurants are responsible for appropriate food preparation and packaging, while delivery partners are expected to handle orders responsibly during transportation.

Where a customer reports a significant food or delivery issue, Foodrivo may investigate the matter and provide an appropriate resolution under its Refund & Cancellation Policy.

14. Delivery Partner Responsibilities

Delivery partners are expected to:

- Handle orders responsibly.

- Follow applicable laws and traffic regulations.

- Make reasonable efforts to deliver orders to the correct location.

- Maintain professional conduct.

- Protect customer and restaurant information.

Delivery partners may be subject to separate agreements and operational policies.

15. Delivery Restrictions

Foodrivo or its delivery partners may be unable to deliver to certain locations due to:

- Restricted access

- Security restrictions

- Unsafe conditions

- Road closures

- Remote or inaccessible locations

- Government restrictions

- Other operational limitations

In such cases, Foodrivo may contact the customer to determine an appropriate solution.

16. Cash on Delivery

Cash on Delivery (“COD”) may be available only for selected locations, restaurants and orders.

Where COD is available, customers should provide the required payment amount at the time of delivery.

Foodrivo may restrict or disable COD for certain customers or orders based on operational or fraud-prevention considerations.

17. Delivery of Promotional or Non-Food Items

Where Foodrivo facilitates delivery of promotional items, merchandise or other eligible products, separate delivery conditions may apply.

The applicable delivery information may be displayed at the time of purchase.

18. Cancellation Due to Delivery Issues

If an order cannot reasonably be delivered due to operational circumstances, Foodrivo or the restaurant may cancel the order.

Where applicable, an eligible prepaid amount may be refunded according to the Foodrivo Refund & Cancellation Policy.

19. Customer Support

For delivery-related problems, customers may contact Foodrivo Support.

Please provide:

- Order ID

- Registered mobile number

- Delivery address

- Description of the issue

- Relevant photographs or evidence, where applicable

Foodrivo Customer Support

Phone: 7908668620

Email: foodrivobirpara@gmail.com

20. Policy Changes

Foodrivo may update this Delivery & Shipping Policy from time to time.

The updated version may be published on the Foodrivo Platform with a revised “Last Updated” date.

21. Governing Law

This Policy shall be governed by the laws of India and shall be read together with the Foodrivo Terms & Conditions, Privacy Policy and Refund & Cancellation Policy.

Nothing in this Policy limits any consumer right or legal remedy that cannot be excluded under applicable law.

22. Contact Information

Foodrivo

Food Delivery & Ordering Platform

Phone: 7908668620

Email: foodrivobirpara@gmail.com