Delivery Policy

Zwet Food is proud to be the first food delivery platform serving rural communities in India. Our service coverage includes:

• Primary Zones: Nandgaon, Barsana, and Kosi Kalan.
• Rural Coverage: 44 surrounding villages in the Mathura region (including Kamar, Sankhi, Bathain, Phalen, Ajnokh, Lalpur, Bisambhara, and Shahpur).
• Coverage Dependency: Deliveries are subject to active operational coverage, rider availability, and road accessibility in your specific village. Out-of-bounds locations will be blocked during checkout.

Our standard operational hours for placing and delivering orders are:

• Operating Hours: 09:00 AM to 11:00 PM (Daily).
• Out-of-Hours Orders: Any orders placed outside these hours will not be accepted by our database gateway. Kitchen outlets may have their own closing schedules within our active hours.

We work to keep delivery fees fair and affordable for rural areas:

• Distance-Based: Delivery charges are calculated dynamically based on the distance between the chosen kitchen/restaurant and your drop-off address.
• Promotional Offsets: Delivery charges may be discounted or waived during special marketing campaigns, festival combos, or if you use Zwet Coin promotions.

We target lightning-fast deliveries to ensure you receive hot meals. However, the ETAs shown in the application are Estimates Only.

Actual delivery times may fluctuate due to factors beyond our control, including:

• Kitchen preparation times for complex dishes.
• Village traffic, narrow streets, or railway level crossing delays.
• Extreme weather conditions (heavy rain, fog, or high heat).
• Peak festival seasons and local fair blockades.

Here is what happens step-by-step once you checkout on the Zwet PWA:

To ensure successful food drop-off, customers are required to:

• Provide Accurate Addresses: Write your house number, lane, landmark, and village name clearly.
• Pin GPS Location: Allow location services in the app so we can capture exact delivery coordinates.
• Stay Reachable: Keep your registered mobile number active. Our riders will call you when they reach your village boundary or gate.
• Nominate a Proxy: If you are ordering for someone else, ensure that they or another contact person is present and informed to receive the food.

An order will be cancelled and marked as "Failed" if delivery cannot be completed due to customer unavailability. This includes:

• Rider arriving at the drop-off location but finding the customer unreachable by phone for more than 10 minutes.
• Incorrect or completely fake address details provided at checkout.
• Customer refusing to accept the order without a valid, verifiable reason.

Note: Cancelled orders due to failed delivery are non-refundable. For COD orders, a debt will be marked on the profile, and future order privileges may be suspended.

Zwet Food supports contactless delivery for online prepaid orders. If you prefer this option, you can specify it in the order notes or inform the delivery partner during their call. The rider will leave the package at your doorstep, society gate, or a designated landmark and confirm delivery via photo or call.

Our delivery partners will call you before arriving at your final address to confirm coordinates and landmarks. Upon handoff, you may be requested to verify order items, confirm payment details, or share the OTP if enabled for that transaction.

We prioritize the physical security of our delivery riders. Therefore, we enforce strict location boundaries:

• Doorstep Refusal: Riders may decline doorstep transit if the path is unsafe, isolated, lacks lighting at night, or has unrest/hostile animals. You will be requested to collect your food at a well-lit, safe public road junction nearby.
• Restricted Places: We do NOT deliver inside deep forests, agricultural fields/farmhouses lacking public roads, abandoned buildings, or high-risk construction zones.
• Permitted Spots: Deliveries are only made to accessible public points, shops, schools, hospitals, offices, or residential addresses.

While we average under 30 minutes, delays may occur. Common causes include railway level crossings (very common in Mathura region), fog/monsoon rain, road repair blocks, vehicle breakdowns, or sudden order surges at local kitchens. We will notify you in-app or via SMS/WhatsApp if an order is delayed significantly.

We are not responsible for any failures or delays caused by circumstances beyond our control. This includes severe natural disasters, heavy rains, flash floods, road washouts, government lockouts, political strikes, or public assembly blockades. In such cases, operations may be suspended temporarily for safety.

If you face issues with a delivery (e.g. food not arrived, rider behavior, missing items), please contact our support cell immediately:

Zwet Food Delivery reserves the right to amend this Delivery Policy at any time. When changes are made, the revised policy will be posted on this page with an updated "Effective Date". Continued ordering indicates acceptance of the updated policy terms.