Last Updated: [12/12/2025]
Applicable For: Zappwala Website & Mobile Application
Line of Business (LOB): Hyperlocal Delivery & Local Services
At Zappwala, we operate as a hyperlocal marketplace connecting customers with nearby stores, delivery partners, and service providers. This Shipping & Delivery Policy outlines how orders are processed, delivered, and managed across our platform.
1. Delivery Coverage
Zappwala delivers orders within selected serviceable areas and pin codes.
Delivery availability depends on:
- Store location
- Delivery partner availability
- Local regulations or restrictions
If your location is not serviceable, the app will notify you at checkout.
2. Delivery Timelines
We follow a real-time hyperlocal delivery model, and delivery time depends on store preparation time, distance, and traffic conditions.
Estimated Delivery Timelines
- Groceries, Essentials, Daily Needs:
30 minutes – 2 hours - Restaurant/Food Items (if applicable):
Based on store preparation: 20 minutes – 60 minutes - Beauty / Makeup / Mehendi / Home Services:
Service provider arrival time: 30–90 minutes or as scheduled by the customer.
These times are estimates and may vary.
3. Delivery Charges
Delivery fees may vary depending on:
- Store distance
- Order value
- Time of day
- Peak hour or surge conditions
All delivery charges will be displayed clearly at checkout before you place the order.
4. Order Processing
For Product Orders
- Customer places an order.
- The partner store receives and accepts it.
- Store prepares and packs items.
- Delivery partner picks up the order.
- Delivery partner delivers to customer’s location.
For Service Bookings
- Customer selects a service.
- A verified professional is assigned.
- Professional travels to customer’s location.
- Service is performed as per booking.
5. Delivery Attempts
Our delivery partner will make one delivery attempt at the provided address.
If the order cannot be delivered due to:
- Unreachable customer
- Incorrect address
- Refusal to accept without a valid reason
- Customer not present at the location
…the order will be marked as “Delivery Failed” and no refund will be issued for perishable or prepared items.
6. Delays and Exceptions
Delivery may be delayed due to:
- High order volume
- Store preparation delays
- Weather conditions
- Traffic congestion
- Festivals or peak hours
- Technical issues
Customers will be notified through SMS/app notifications in case of major delays.
7. Packaging & Handling
- All products are packed securely by partner stores.
- Zappwala and its delivery partners handle items with care to avoid damage.
- For services, professionals carry necessary tools and hygiene material where required.
8. Delivery Verification
Upon delivery, the delivery partner may verify:
- Order ID
- Customer mobile number
- Payment status
- OTP (if applicable)
This ensures safe and correct delivery.
9. Scheduled Deliveries (If Available)
Customers may choose scheduled delivery for eligible items.
Delivery windows will be shown in the app.
Changes to schedule must be made before order dispatch.
10. Reverse Pickup for Returns
If a return is approved under our Refund & Returns Policy, reverse pickup will be arranged based on availability:
- Reverse pickup may not be available in all locations.
- Customer must hand over the product in original condition.
- Reverse pickup timing depends on delivery partner availability.
11. Cross-City or Long-Distance Shipping
Zappwala does not currently offer inter-city or national delivery.
We only operate within defined hyperlocal zones.
12. Legal Compliance
This policy follows:
- Consumer Protection Act, 2019
- Consumer Protection (E-Commerce) Rules, 2020
- Relevant local delivery & service regulations
13. Contact Information
For delivery-related concerns, contact:
Zappwala Support Team
📧 Email: [email protected]
📞 Phone/WhatsApp: +91 88774 32254
🌐 Website: www.zappwala.com