Food Safety & Quality Policy

At Zwet Food Delivery, our mission is to deliver happiness along with tasty meals. We are fully committed to:

• Fresh Food: Ensuring only freshly cooked, high-quality dishes are dispatched to our customers.
• Safe Delivery: Maintaining hygienic transit conditions from the kitchen to your village home.
• Customer Satisfaction: Acting as a reliable, transparent bridge between local dhabas/kitchens and local foodies.

Zwet Food partners with local kitchens that agree to enforce strict sanitary rules. We audit our outlets to verify:

• Clean Kitchens: Cooking tables, stoves, and surrounding preparation floors must be sanitised regularly.
• Personal Hygiene: Kitchen staff must wash hands frequently and avoid handling food if they display symptoms of illness.
• Hair Protection: Cooks and helpers must wear hair nets, caps, or protective coverings to prevent hair contamination.
• Protective Gloves: Kitchen staff must wear disposable gloves when plating ready-to-eat foods or handling raw ingredients.
• Utensil Sanitisation: All knives, pans, cutting boards, and spoons must be thoroughly washed with clean detergent.

Correct packaging keeps food clean and presentable. Our partner kitchens must adhere to:

• Secure Seals: All container lids must be tightly taped, rubber-banded, or heat-sealed.
• Leak Resistance: Liquid dishes (gravies, dals, curries) must be packed in leak-resistant containers or thick, food-grade plastic wraps.
• Handover Check: The restaurant manager must verify the order items are sealed correctly before handing the bag to the delivery rider.

We respect your health and trust. Zwet Food maintains a zero-tolerance stance on stale food:

• Cook-on-Order: All partner kitchens must cook and package dishes only after receiving order confirmations from our database gateway.
• No Reuse: Outlets are strictly forbidden from reusing leftover curry bases, stale vegetables, or previously cooked meats for new orders. We enforce regular checks to ensure cook freshness.

Every order goes through basic quality check gates:

• Restaurant Check: Kitchen staff must perform a visual check (correct quantities, clear labeling, neat packing) before bagging the order.
• Handover Verification: The delivery rider checks the bag integrity (no outer leaks, correct number of boxes) upon pickup at the counter.

To retain flavor and prevent bacterial growth, temperature must be preserved:

• Hot Items: Dishes like pizzas, burgers, thalis, and momos should remain hot during transit. Riders carry order bags designed to block cold drafts.
• Cold Items: Beverages, cold shakes, and ice creams are handled carefully to prevent melting. Riders are instructed to complete delivery promptly.

Important Health Warning: Zwet Food is an intermediary delivery platform, not a preparation kitchen.

• Our partner kitchens handle common food allergens (including dairy, wheat, gluten, nuts, peanuts, and soy).
• We cannot guarantee that any meal is completely free of cross-contamination.
• If you have severe food allergies, please contact the restaurant directly to discuss safety before checking out on the app, or write special cooking instructions in the cart.

To ensure food safety continues at home, customers should:

• Inspect Immediately: Check the seal integrity and visual quality of your food bags upon delivery.
• Safe Leftover Storage: Consume prepared food hot. Store any leftovers in a clean refrigerator and consume them within 24 hours. Reheat leftovers thoroughly before eating.
• Report Swiftly: Inform our support desk immediately if you notice packaging damage or spillage at handover.

If you receive food that is undercooked, spoiled, or has an off-taste, we resolve it as follows:

• Report Window: Quality complaints must be filed with support within 2 hours of delivery to ensure a fair inspection.
• Photo Proof: Share clear photos of the food, container, and receipt via our WhatsApp support.
• Verification Check: We crosscheck the issue with the kitchen. Fraudulent, repetitive, or fake quality claims filed to get free credit will result in your device being blocked from Zwet Food.

Finding foreign elements (such as hair, plastic, metal, dust, or insects) in your meal is a serious violation of our standards. If this happens:

• Immediate Alert: Contact support instantly. Do not consume the affected food item.
• Photo Evidence: Share clear photographs showing the foreign object inside the food and the restaurant label.
• Investigation & Action: Zwet Food will investigate the partner kitchen immediately. If verified, you will receive a free replacement or a full refund, and the kitchen will face strict administrative penalties.

We believe in constant growth. Our support team reviews all customer rating stars and quality feedback logs weekly. Outlets that consistently receive low hygiene ratings are temporarily suspended or permanently removed from our delivery system. We actively provide feedback to kitchens to improve cooking and packing methods.

To report hygiene issues, allergy queries, or food quality disputes, please contact us:

Zwet Food Delivery reserves the right to modify this Food Safety & Quality Policy. Any updates will be posted here with an updated "Effective Date". Your continued usage of our ordering system indicates agreement to the modified policy.