Shipping & Delivery Policy

1. Service area

The Zippiq pilot is live in Karunagappally, Kerala and surrounding pin codes. Coverage may expand from time to time and is determined automatically from your delivery address in the app — if your address falls outside the active zone the cart will surface a clear message before checkout.

2. Delivery scope (grocery & restaurant)

• Each vendor on Zippiq operates with a configured delivery radius from their shop or kitchen. Drop-off addresses outside that radius are not orderable from that specific vendor.
• The delivery is performed by an independent delivery partner registered with Zippiq. The partner’s name and contact are shown to you on the order tracking screen once they accept.
• Delivery fees are calculated based on the distance from vendor to drop-off, and may include a small surge during peak hours, poor weather, or low partner availability. The total delivery fee is shown clearly on the cart before you confirm the order.
• Goods and Services Tax (GST) at the prevailing rate is charged on the delivery fee in accordance with Indian law and is itemised on your invoice.

3. Transport scope (passenger rides)

• Pick-up locations must lie inside the active service area. The drop-off can be anywhere within reasonable reach — fares for out-of-area drops are computed automatically and shown to you before you confirm.
• Transport fares are calculated on distance and time, with applicable surcharges for night-time, waiting, toll, or out-of-area drops. The full fare breakdown is shown before you confirm the ride.
• Rides are operated by independent transport partners (autos / taxis) registered with Zippiq. Zippiq is the booking platform; the ride contract is between you and the transport partner.

4. Estimated time of arrival (ETA)

ETAs shown on the order screen are estimates based on real-time information — vendor preparation time, partner location, and route distance. Actual delivery time may vary owing to traffic, weather, vendor preparation delays, or partner availability. Zippiq does not warrant a specific delivery time but will keep you informed via the order tracking screen and push notifications.

5. Undeliverable orders

• If you are unreachable or unavailable at the delivery address after reasonable attempts (typically two phone calls and a wait at the door), the order may be marked undeliverable.
• Perishable items (food, fresh produce) cannot be retained indefinitely and may not be eligible for a refund in this case. Non-perishable items may be returned to the vendor for a partial refund at Zippiq’s discretion.
• If the delivery address turns out to be incorrect or the recipient refuses delivery, the same rules apply: perishable items are non-refundable; non-perishable items may be refunded partially after Zippiq’s review.

6. Damage in transit

If your order arrives in a visibly damaged condition, refuse the handover, photograph the packaging, and raise a support ticket immediately — before the delivery partner leaves. Zippiq will review the case with the vendor and the partner and process a refund where the complaint is substantiated. See the Cancellation & Refund Policy for refund timelines.

7. How to reach us

For any delivery or transport query, raise a ticket from inside the app (Profile → Support tickets) so the order ID is attached, or email support@zippiq.in with the order ID. Unresolved complaints can be escalated to the Grievance Officer — see the Contact page for name, email, and response timelines.