Delivery Policy

Last updated: 6/16/2025

1. Delivery Model Overview

Here2Order operates on a unique delivery model that empowers restaurants to maintain control over their delivery operations. Unlike traditional food delivery platforms, we allow restaurants to use their own delivery teams or local delivery partners.

Key Feature: Restaurants can use their existing delivery staff, ensuring better food quality and customer service while reducing costs.

2. Delivery Options

Restaurant Own Delivery:

Restaurants use their own delivery team
Direct coordination between restaurant and customer
Faster delivery times due to local knowledge
Better food handling and quality maintenance

Here2Order Partner Network:

Local delivery partners in college areas
Available for restaurants without delivery capability
Coordinated through our platform
Trained for food delivery and customer service

3. Delivery Areas

Primary Focus: College Areas

We specialize in serving college campuses and surrounding areas with optimized delivery zones for student-friendly service.

Coverage Areas:

On-campus delivery (hostels, academic buildings, common areas)
Off-campus student accommodations (PGs, apartments)
Faculty and staff residential areas
Nearby commercial areas

4. Delivery Timelines

Standard Delivery

Estimated Time: 25-45 minutes
Peak Hours: 30-50 minutes
Late Night: 35-55 minutes

Express Delivery

Estimated Time: 15-25 minutes
Additional Charge: ₹15-25
Availability: Select restaurants

Note: Delivery times may vary based on distance, weather conditions, order volume, and preparation time. Estimated delivery time is shown at checkout.

5. Delivery Charges

Distance	Delivery Charge	Free Delivery Minimum
0-2 km	₹15	₹200
2-4 km	₹25	₹300
4-6 km	₹35	₹400

* Delivery charges may vary by restaurant and location. Some restaurants may offer free delivery promotions.

6. Order Preparation and Tracking

Order Status Updates:

Order Confirmed

Restaurant has received your order

Preparing Food

Your order is being prepared

Out for Delivery

Delivery partner is on the way

Delivered

Order has been delivered

7. Delivery Guidelines

For Customers:

Provide accurate and complete delivery address
Include landmarks and specific directions if needed
Keep your phone reachable during delivery
Be available at the delivery location
Check your order upon delivery
Report any issues immediately

Address Format:

Recommended address format:

[Room/Flat Number], [Building/Hostel Name], [Street/Area], [Landmark], [Pincode], [Contact Number]

8. Special Delivery Services

Contactless Delivery:

Available upon request
Food is left at specified location
Photo confirmation sent to customer
Suitable for safety and convenience

Scheduled Delivery:

Order in advance for later delivery
Available for next day orders
Confirm with restaurant for availability
Perfect for events and meetings

9. Delivery Issues and Resolution

Common Issues:

Delayed Delivery:

Contact customer support for real-time updates

Wrong Address Delivery:

Immediate redelivery or full refund

Food Quality Issues:

Report within 1 hour for resolution

Missing Items:

Instant refund or redelivery of missing items

10. Delivery Partner Guidelines

Our delivery partners follow strict guidelines:

Maintain hygiene and cleanliness standards
Use insulated bags for food safety
Follow traffic rules and safety protocols
Provide professional and courteous service
Respect customer privacy and property
Complete mandatory training programs

11. Weather and Emergency Conditions

Service Disruptions:

Heavy rain, storms, or extreme weather conditions
Natural disasters or emergency situations
Local bandhs, protests, or security concerns
Technical outages or system maintenance

During such conditions, delivery may be suspended for safety reasons. Customers will be notified and full refunds will be processed.

12. Contact for Delivery Support

Delivery Helpline: +91-XXXXXXXXXX

WhatsApp Support: +91-XXXXXXXXXX

Email: delivery@here2order.com

Live Chat: Available on app/website

Support Hours: 24/7 during operational hours

13. Policy Updates

This delivery policy may be updated to reflect changes in our services, delivery areas, or operational requirements. Updates will be communicated through our platform and will be effective immediately upon publication.

Here2Order

Food delivery for college communities