Effective Date: 29th January 2025
Last Updated: 29th January 2025
At PepperFlick, we are committed to providing a fast, reliable, and seamless food delivery experience. This Shipping & Delivery Policy explains how orders are processed, delivered, and the guidelines for customers, vendors, and delivery partners.
By placing an order on PepperFlick, you agree to the terms of this Shipping & Delivery Policy.
1. Order Processing & Delivery
1.1 Order Placement & Confirmation
• Customers can place orders through the PepperFlick app or website.
• Once an order is placed, the vendor receives a notification and begins preparing the food.
• Customers receive a confirmation notification via the app, email, or SMS.
1.2 Estimated Delivery Time
• The estimated delivery time is displayed during checkout and depends on:
• Vendor preparation time
• Distance between the vendor and the customer
• Traffic and weather conditions
• Availability of delivery partners
• While we strive to deliver on time, actual delivery times may vary due to unforeseen circumstances.
1.3 Real-Time Order Tracking
• Customers can track their orders live via the PepperFlick app.
• The tracking system updates when:
• The vendor starts preparing the food.
• The order is picked up by the rider.
• The delivery is on its way.
2. Delivery Charges
2.1 Standard Delivery Charges
• Delivery charges vary based on:
• Distance from the vendor
• Order value
• Peak hours and demand surges
• The applicable delivery fee is displayed before checkout.
2.2 Free Delivery Offers
• Free delivery may be available for:
• Orders above a certain amount
• First-time users
• PepperFlick loyalty program members (if applicable)
3. Delivery Areas & Availability
3.1 Serviceable Locations
• PepperFlick delivers food within specific service areas.
• The availability of delivery depends on vendor locations and rider availability.
• If a customer’s location is outside the serviceable area, the order may be rejected.
3.2 Restricted Areas
• Deliveries may not be possible in remote or restricted areas due to:
• Security concerns
• Lack of delivery personnel in that region
• Local government restrictions
4. Customer Responsibilities
4.1 Providing Accurate Information
• Customers must provide correct delivery addresses and contact details.
• If an incorrect address is provided, delivery may fail, and no refund will be issued.
4.2 Accepting the Order
• Customers must be available to receive their orders at the given address.
• If a customer is unavailable, the rider will attempt to contact them.
• If the order cannot be delivered after multiple attempts, it will be marked as delivered, and no refund will be issued.
4.3 Contactless Delivery Option
• Customers can opt for contactless delivery where the rider will leave the order at a designated spot.
• PepperFlick is not responsible for any loss or tampering after the delivery is completed.
5. Delivery Partner Responsibilities
5.1 Timely Delivery
• Riders must ensure that food is delivered quickly and safely.
• They must follow the assigned delivery route to avoid delays.
5.2 Food Safety & Hygiene
• Riders must handle food safely and hygienically.
• They must not tamper with food packaging.
• If a customer reports tampered or opened food, the rider may face suspension or penalties.
5.3 Traffic Rules & Safety Compliance
• All delivery partners must:
• Follow traffic rules while delivering orders.
• Wear a helmet and have a valid driving license.
• Be above 18 years of age as per government regulations.
• Have valid insurance, which is only applicable while actively delivering an order.
• Report any accidents to PepperFlick immediately.
6. Vendor Responsibilities
6.1 Order Preparation & Packaging
• Vendors must prepare orders on time to ensure fast delivery.
• Food must be properly sealed and packaged to maintain hygiene and temperature.
6.2 Hygiene & Food Safety Standards
• Vendors must follow FSSAI hygiene guidelines and PepperFlick’s quality standards.
• If a vendor repeatedly delivers spoiled or low-quality food, they may be delisted from the platform.
6.3 Location Updates
• If a vendor changes their location or operating hours, they must inform PepperFlick at least 24 hours in advance.
• Failure to update the location may result in delays, order cancellations, or penalties.
7. Undelivered Orders & Failed Deliveries
7.1 Order Delayed or Not Delivered
• If an order is delayed beyond 90 minutes, the customer may:
• Request a partial refund (subject to investigation).
• Choose to cancel the order (if the delay is due to PepperFlick’s fault).
7.2 Lost or Stolen Orders
• If an order is lost or stolen due to rider misconduct, a full refund or replacement may be issued.
• If an order is stolen after contactless delivery, PepperFlick is not responsible for the loss.
8. Special Cases & Force Majeure
• In cases of natural disasters, strikes, government restrictions, or pandemics, PepperFlick reserves the right to:
• Modify delivery times.
• Temporarily suspend deliveries in affected areas.
• Cancel orders with full refunds if delivery is impossible.
9. Contact Support for Delivery Issues
For any delivery-related issues, contact us:
📩 Email: support@pepperflick.com
📞 Phone: +91 9662711040
