DELIVERY POLICY

2.1 INTRODUCTION

2.1.1 Purpose and Scope

1. This Delivery Policy (“Policy”) outlines the terms governing meal delivery services provided by Swapify Foods Private Limited (“Swapify,” “Company,” “we,” “us,” or “our”) and our approved logistics partners.
2. It applies to all Users (“Customer,” “Subscriber,” “you,” or “your”) who engage with Swapify’s platform or subscribe to meal packs.

2.1.2 Acceptance of Terms

1. By accessing our platform or placing orders, you affirm that you have read, understood, and agree to all terms within this Policy.
2. Your continued use implies ongoing acceptance of these terms and any future revisions.

2.1.3 Policy Integration

1. This Policy is a core part of Swapify’s overall Terms of Service, Privacy Policy, and Refund & Cancellation Policy.
2. In case of conflict, this Policy takes precedence for all matters related to delivery, logistics, and meal dispatch.

2.1.4 Service Commitment

1. Swapify commits to high standards in food safety, timely deliveries, and dependable service across its entire network.
2. Our mission includes ensuring hygienic, efficient, and satisfactory delivery experiences.

2.2 DEFINITIONS

2.2.1 Key Terms

1. “Approved Delivery Partners” – Vetted third-party providers who fulfill deliveries on behalf of Swapify.
2. “Business Day” – Any weekday excluding weekends and recognized public holidays in India.
3. “Delivery Address” – The location specified by the User for receiving deliveries.
4. “Delivery Attempt” – An effort made to complete a delivery at the designated address.
5. “Delivery Confirmation” – Verification that the meal has reached the User or an authorized recipient.
6. “Delivery Partner” – Any party executing the physical delivery, including Swapify teams or vendor personnel.
7. “Delivery Window” – Scheduled time range communicated for delivery completion.
8. “Force Majeure Event” – Unexpected circumstances beyond Swapify’s control affecting delivery (e.g., disasters, strikes).
9. “Geolocation” – Location data provided via device or user entry that guides delivery routing.
10. “Meal Window” – Period during which the User is expected to be available for delivery.
11. “Non-Receipt Claim” – Formal notification submitted by Users when a meal is not delivered as scheduled.
12. “OTP” – A One-Time Password used for secure delivery confirmation.
13. “Platform” – The Swapify app, website, or other digital interface used to access services.
14. “Reception Delivery” – Method where meals are left at a designated reception or security checkpoint.
15. “Scheduled Delivery Window” – Predetermined timeframe for specific meal delivery based on User selection.
16. “Service Disruption” – Any interruption or failure in the normal delivery process.
17. “Third-Party Logistics Provider” – External company contracted for meal transportation.
18. “User Availability” – The User’s presence at the delivery address during the designated time.
19. “Vendor Delivery Team” – Delivery staff directly associated with food preparation vendors.
20. “Vendor Logs” – Documentation and tracking information maintained by vendors to record deliveries.

2.3 DELIVERY SCHEDULE AND TIMING

2.3.1 Standard Delivery Windows

1. Swapify operates under these daily time slots:
   • Lunch: 11:30 AM – 2:30 PM
   • Dinner: 7:00 PM – 9:30 PM[NS1]
2. These windows apply to all regions covered by Swapify’s services.

2.3.2 Delivery Time Specifications

1. Exact delivery times are not guaranteed within windows due to unpredictable logistical constraints.
2. Real-time tracking is not available for individual deliveries.
3. Internal scheduling optimizes order flow and delivery coverage.

2.3.3 User Availability Requirements

1. Users must be accessible during their selected delivery windows.
2. Failure to be present may result in undelivered meals without compensation.
3. Updated contact info is necessary for delivery attempts.
4. Alternate arrangements (reception delivery, proxy recipient) may be used when supported.

2.3.4 Holiday and Weekend Operations

1. Delivery hours may be adjusted during national holidays and local festivals.
2. Notifications will be sent in advance for any planned schedule changes.
3. Weekend operations may vary based on vendor readiness and regional factors.
4. Special event or emergency deliveries are evaluated case-by-case and subject to availability.

2.4 DELIVERY FULFILLMENT AND RESPONSIBILITY

2.4.1 Authorized Delivery Partners

1. Meal deliveries may be fulfilled by:
   a. Swapify Delivery Team – Direct employees under Swapify’s supervision.
   b. Approved Third-Party Logistics Providers – Vetted external partners meeting Swapify’s standards.
   c. Vendor Delivery Teams – Personnel employed or contracted by individual food vendors within our network.

2.4.2 Responsibility Matrix

1. For deliveries by Swapify or third-party logistics partners, Swapify assumes responsibility for:
   • Timely delivery within designated windows
   • Proper handling and safe transport
   • Maintaining hygiene standards
   • Customer communication and coordination
   • Resolving delivery complaints
2. For vendor-led deliveries, the vendor is responsible for:
   • End-to-end delivery execution
   • Punctuality and order condition
   • Customer service interactions
   • Confirming delivery and maintaining records

2.4.3 Quality Assurance Standards

1. All partners must comply with the following standards:
   a. Professional behavior and customer etiquette
   b. Safe packaging and food handling
   c. Strict hygiene compliance
   d. Prompt and effective communication
   e. Adherence to applicable laws and regulations

2.4.4 Performance Monitoring

1. Swapify oversees delivery quality through:
   • Customer feedback collection
   • Tracking delivery metrics
   • Periodic audits and compliance checks
   • Routine performance evaluations and corrective action

2.5 ADDRESS MANAGEMENT AND LOCATION SERVICES

2.5.1 Address Registration and Verification

1. Users must input accurate and complete delivery addresses during sign-up or subscription activation.
2. Swapify verifies addresses for serviceability within operational zones.
3. Mobile location permissions should be enabled for accurate geolocation and routing.
4. Incorrect address data may lead to missed deliveries or extra charges.

2.5.2 Address Modification Policy

1. Address changes post-subscription activation are generally prohibited.
2. Modifications disrupt logistics and are discouraged except under special circumstances.
3. Permanent relocation requests may be reviewed by customer support.
4. Emergency change requests are handled case-by-case subject to verification and feasibility.

2.5.3 Geolocation and Delivery Coordination

1. Deliveries are based on the address and location data submitted during registration.
2. GPS and mapping tools are used to determine delivery destinations.
3. Users may be contacted for clarification if address details are incomplete.
4. Delivery staff utilize mapping apps for efficient route planning and execution.

2.5.4 Reception and Alternative Delivery Options

1. Users may choose “Leave at Reception” where meals are left at security or designated points.
2. Such deliveries are marked complete once left at the specified location.
3. Authorized individuals may accept deliveries on the user’s behalf.
4. All alternative delivery instructions must be clearly shared during order placement.

2.5.5 Delivery Area Coverage

1. Swapify delivers within defined geographic zones and pin codes.
2. Service coverage depends on vendor availability and operational capacity.
3. Areas beyond standard zones may attract surcharges or service limitations.
4. Service expansion is subject to internal review and logistical feasibility.

2.6 NON-RECEIPT CLAIMS AND COMPLAINT PROCEDURES

2.6.1 User Responsibility for Availability

1. Swapify is not liable if users are unavailable or non-responsive during delivery windows.
2. Missed deliveries due to user absence are not eligible for refunds or replacements.
3. Repeated instances may result in delivery restrictions or subscription updates.
4. Users are responsible for timely accessibility and responsiveness.

2.6.2 Complaint Submission Requirements

1. Non-receipt complaints must be submitted within two (2) hours after the scheduled window closes.
2. Delayed complaints are not considered valid.
3. Claims must include order ID, scheduled time, and missed delivery details.
4. Users must cooperate fully with inquiry procedures.

2.6.3 Investigation and Review Process

1. Frequent complaints may prompt detailed review.
2. Swapify may consult vendor logs, delivery reports, and account history.
3. The process includes communication audits, route verification, and vendor inquiries.
4. Fraudulent claims can lead to account suspension or service termination.

2.6.4 Resolution and Remedial Actions
For verified failures, Swapify may offer:
• Partial refunds per refund policies
• Alternate delivery scheduling
• Assignment to different delivery teams
• Account credits for future purchases
Resolution will follow findings from investigation and other applicable policies.

2.6.5 Delivery Confirmation Systems

1. Standard deliveries currently do not use OTP or marking systems.
2. Confirmation relies on vendor logs, delivery partner reports, and user feedback.
3. Operations emphasize trust but monitor for misuse or fraudulent activity.

Future technology upgrades may include real-time confirmation based on feasibility.

 [NS1]Company to confirm