Effective Date: 28-09-2025
Last Updated: 30-09-2025
The Shipping Policy is from Phacolite Prolific Private Limited ("Meal Mover", “Company,” “we,” “our,” or “us”) which values the trust you place in us when you use our mobile application, website, and services (collectively, the “Platform”).
This Shipping Policy explains how Meal Mover manages pickup, handling, transit, delivery, and returns across our multi-service marketplace (food, grocery, pharmacy, e-commerce, and parcel delivery — intra-city and intercity). It is written for three audiences: Customers, Vendors / Partners, and Delivery Riders.
Read the whole document — it sets expectations, operational rules, safety requirements, timelines, and escalation paths.
This policy governs:
How orders and parcels are prepared, picked up, and delivered.
Roles & responsibilities of Customers, Vendors, and Delivery Riders.
Packaging, labeling, temperature-control and documentation standards.
Tracking, proof-of-delivery, failed-delivery, loss/damage handling and claims.
COD, settlements, insurance (declared value) and reverse logistics.
Performance expectations, safety, and compliance.
This policy supports our Terms of Service, Privacy Policy, and Refund Policy. In case of conflict, the Terms of Service will govern.
Order: Customer request for goods/services placed on the Platform.
Parcel / Shipment: Any packaged consignment transported via our network.
Pickup: Handover of items from Vendor to Delivery Rider.
Handoff: Physical transfer confirmed by scan, OTP, signature, or photo.
Declared Value / Insurance: Optional monetary value declared by sender.
Food: 20–60 mins (same city).
Grocery: Same day / 24–48 hrs.
Pharmacy: Minutes to hours (subject to verification).
E-commerce: 3–10 business days (standard) or 1–3 (express).
Parcels: Same-day / next-day / multi-day.
Delivery times depend on partner readiness, distance, traffic, and weather.
Provide accurate delivery details.
Be available or choose reschedule/drop-off.
Show valid ID for restricted items.
Inspect items on delivery and report issues in-app.
Declare contents truthfully for parcels.
Ensure order readiness & accuracy.
Follow packaging and labeling standards.
Comply with pharmacy/food regulations.
Be ready for pickup and handle returns properly.
Verify pickup/delivery using the app.
Handle items carefully.
Follow traffic rules and carry valid documents.
Remain professional; follow COD and proof rules.
General:
Use strong boxes, protective materials, seals, and correct invoices.
Labeling:
Include Order ID, sender/recipient info, weight, handling marks, and pharmacy details.
Perishables:
Use insulated packaging and mark temperature range.
Hazardous Goods:
Prohibited unless legally supported and documented.
Charges are based on actual or volumetric weight (L×W×H cm ÷ 5000).
Vendors must declare correct weight/dimensions.
Rider receives pickup details and confirms via app.
OTP or photo proof may be required.
Delays by vendors are logged; repeated issues cause penalties.
Live tracking is available.
Riders must keep location on and update status promptly.
Photos may be required for high-value goods.
OTP, signature, photo, or ID verification.
If recipient absent/refuses, failed-delivery protocol applies.
Typically 1–3 reattempts allowed.
Reschedule via app (may include fees).
Perishable items may not be returnable.
Report within 24–72 hours.
Investigation takes 3–30 days.
Compensation based on declared value / Refund Policy.
Cooperation and evidence required.
Senders may declare value for coverage.
Optional insurance available (subject to terms).
Exclusions: cash, prohibited goods, etc.
Rider collects COD only if enabled.
Must log and deposit per rules.
Theft/fraud must be reported immediately.
Vendor payouts per onboarding agreement.
Rider earnings per delivery; incentives apply.
Fraud/claims may delay settlements.
KPIs for:
Vendors: order readiness, accuracy, packing, rating.
Riders: punctuality, delivery rate, safe driving.
Breaches may trigger penalties; good performance gets incentives.
Riders must pass background checks.
Use approved bags, PPE, and valid vehicle papers.
Complete safety and service training.
Vendors must maintain licenses (FSSAI, GST, etc.).
Restricted items require prescriptions.
Customs duties/taxes apply for international orders.
Return pickups scheduled post-approval.
Customers must pack returns safely.
Fees or restocking charges may apply.
Not liable for delays due to uncontrollable events (e.g., disasters, strikes, weather).
Vendors must sync orders, updates, and barcodes correctly.
Incorrect integration may lead to penalties.
Vendors and riders must not misuse customer data.
Data shared only as necessary under law.
Report via in-app support.
Escalate to info@localkonnect.com if unresolved.
Refer to Terms of Service for disputes.
Meal Mover may modify this policy anytime.
Updates will be shared via app/email; continued use implies consent.
Q: What if I’m not home?
A: Rider reattempts or reschedules; may charge fees.
Q: Who packs fragile items?
A: Vendor must follow packaging standards.
Q: Lost parcel claim timeline?
A: Report within 72 hrs; resolution in 7–30 days.
Q: Vendor payout timeline?
A: As per vendor agreement (T+X days).
