MealVersity Delivery Partner Service Policy

Entity: MealVersity Technologies Private Limited
CIN: U62099WB2025PTC284465
Effective Date: 1 August 2026
Last Updated: 1 August 2026
Registered Office: 59 Uttar Sithi Road, Barasat, Kazipara, North 24 Parganas – 700125, West Bengal, India
Contact: business@mealversity.com | +91 8900099783

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Introduction

This Service Policy explains the services MealVersity Technologies Private Limited ("MealVersity") provides to approved Delivery Partners and the operating standards Riders must follow while using the MealVersity Delivery Partner App.

This Policy forms part of the MealVersity Delivery Partner Terms and Conditions.

1. Services Provided by MealVersity

Depending on availability and service zone, MealVersity may provide:

• Rider registration and verification;
• Delivery-partner account management;
• Online and offline availability controls;
• Delivery opportunities;
• Restaurant pickup information;
• Customer delivery information;
• Maps, routing and navigation;
• Live delivery tracking;
• Delivery-status controls;
• COD cash and QR collection support;
• Customer-refusal verification;
• Return-to-Restaurant workflow;
• Earnings and payout information;
• Incentive programmes;
• Safety and emergency support;
• Notifications and alerts;
• Performance information;
• Document-expiry reminders;
• Rider support; and
• Application-version management.

MealVersity does not guarantee a minimum number of delivery opportunities unless expressly agreed in writing.

2. Registration Service

The Rider App may allow applicants to submit:

• Identity and contact information;
• Address;
• Profile photograph;
• Driving licence;
• PAN;
• Vehicle information;
• Registration certificate;
• Insurance;
• Pollution certificate;
• Bank information;
• Emergency contact; and
• Other required documents.

MealVersity may approve, reject, request correction or require additional verification.

The applicant cannot perform deliveries until the account is approved and activated.

3. Active Service Zones

1. A Rider may operate only in an active MealVersity delivery zone.
2. Delivery opportunities depend on the Rider's current zone and location.

MealVersity may restrict a zone because of:

• Weather;
• Flooding;
• Safety concerns;
• Government restrictions;
• Insufficient Restaurant operations;
• Technical problems; or
• Temporary suspension of delivery services.

1. Planned permanent zone changes should be communicated where reasonably possible.

4. Online Availability Service

1. An approved Rider may use the app to go online or offline.

When online, the Rider confirms that:

• The Rider is available for delivery;
• Required documents remain valid;
• The registered vehicle is available and roadworthy;
• Internet and location services are active;
• Required notifications are enabled; and
• The Rider is fit to drive safely.

1. The Rider should go offline when resting, unavailable or unable to drive safely.

MealVersity may automatically take a Rider offline because of:

• Inactivity;
• Expired documents;
• Missing location;
• Unsupported app version;
• Account restriction;
• Safety concern; or
• Technical failure.

5. Delivery Opportunity Service

A delivery opportunity may show:

• Restaurant or pickup area;
• Delivery area;
• Approximate distance;
• Expected payout;
• Payment method;
• Order type;
• Applicable incentive or surge;
• Special operational requirement; and
• Offer-expiry time.

MealVersity may send an opportunity to one or more eligible Riders according to:

• Distance from Restaurant;
• Zone;
• Availability;
• Vehicle suitability;
• Active workload;
• Safety and compliance status;
• Order requirements; and
• Operational assignment rules.

6. Acceptance Service

1. The Rider may accept an available offer within its displayed time.
2. After acceptance, the delivery becomes the Rider's active responsibility.
3. The Rider must not accept an order when unable to complete it safely.
4. Repeatedly accepting and abandoning orders may trigger review.

MealVersity may reassign an order where:

• The Rider does not proceed toward pickup;
• The Rider becomes unreachable;
• A safety issue occurs;
• The Restaurant or order becomes unavailable; or
• Support approves reassignment.

1. Reassignment records must identify whether the cause was Rider, Restaurant, customer or platform-related.

7. Navigation and Location Service

The Rider App may provide:

• Route to the Restaurant;
• Route to the customer;
• Estimated distance;
• Estimated travel time;
• Current location;
• Pickup and delivery markers; and
• Approved return route.

Navigation is guidance only. The Rider must follow traffic law, road signs and safe routes.

The Rider must not interact with the app unsafely while driving.

8. Restaurant Arrival

1. The Rider must use the arrival action only after reaching the Restaurant.
2. Arrival may be verified using location and time.
3. If the Restaurant cannot be located, the Rider should contact authorised support.
4. False Restaurant arrival is prohibited.
5. Restaurant delay should be recorded through the available waiting or support workflow.

9. Restaurant Pickup

Before confirming pickup, the Rider must:

1. Verify the Restaurant.
2. Verify the order ID.
3. Confirm the number of packages where visible.
4. Check for external leakage or damage.
5. Confirm that promotional packages or drinks are included where identifiable.
6. Physically receive the complete order.
7. Store it safely in the delivery bag.

The Rider must not open sealed food packages.

Pickup must not be confirmed before physical handover.

10. Restaurant Waiting

Where the order is not ready:

1. The Rider should wait at the Restaurant for the reasonable period displayed in the app.
2. Restaurant waiting time should begin only after verified arrival.
3. The Rider may contact support when the waiting period becomes excessive.
4. The Rider must not falsely report Restaurant delay.
5. Any waiting payment will be governed by the Rider Finance Policy.
6. The Rider should not abandon the order without using the approved support or reassignment process.

11. Active Delivery

After pickup, the Rider must:

• Start the delivery using the correct app action;
• Protect the food;
• Proceed toward the confirmed address;
• Keep required location active;
• Avoid unauthorised stops;
• Follow road-safety rules;
• Use customer information only for delivery; and
• Report any accident, breakdown or material delay.

12. Customer Tracking

During an active delivery, the customer may see:

• Rider's approved name;
• Profile photograph;
• Vehicle information where appropriate;
• Approximate or live location;
• Delivery status;
• ETA; and
• Authorised contact option.

Live tracking may be delayed or inaccurate because of GPS, network or map limitations.

13. Customer Contact Service

The Rider may contact the customer only for:

• Address clarification;
• Entry or gate instructions;
• Arrival notification;
• COD coordination; or
• Immediate delivery problems.

The Rider must use masked or authorised contact methods where available.

Customer contact details must not be saved, shared or used after delivery.

14. Rider-Nearby and Arrival Status

1. "Rider Nearby" should be used only when the Rider is genuinely near the customer.
2. "Arrived at Location" should be used only after reaching the confirmed delivery point.
3. Arrival may be verified through location and timestamp.
4. False nearby or arrival status may trigger investigation.
5. Arrival begins the customer waiting and contact-attempt process.

15. Customer Waiting Period

After verified arrival:

1. The Rider must wait for 10 minutes.
2. During those 10 minutes, the Rider must make at least three reasonable contact attempts.
3. Contact attempts should be spaced reasonably.
4. At least one available in-app, call or support-assisted method should be used.
5. One missed call is not sufficient to classify the customer as unavailable.

The Rider must not leave before the waiting period ends unless:

• The customer expressly refuses;
• A safety emergency exists; or
• Support instructs the Rider to leave.

1. After the waiting period, the Rider must request failed-delivery or refusal review rather than independently closing the order.

16. Delivery Completion

An order may be marked delivered only when:

• The order reaches the correct customer or authorised receiver;
• Required payment is completed;
• Delivery OTP or confirmation is completed where enabled; and
• The physical handover has occurred.

The Rider must not mark an order delivered:

• Before physical delivery;
• At the wrong address;
• After leaving it without approval;
• Without COD payment; or
• Using false proof.

17. Delivery OTP

Where OTP confirmation is enabled:

1. The Rider may request the OTP only after physical arrival with the order.
2. The Rider must not ask for the OTP over the phone before arrival.
3. The Rider must not enter a guessed or unauthorised OTP.
4. The customer should not be pressured to disclose the OTP early.
5. OTP failure must be escalated through support.
6. The OTP must not be retained after delivery.

18. Cash on Delivery Service

The Rider App may support:

• COD cash collection;
• Authorised COD QR payment;
• Payment-status verification;
• Collection reference;
• COD wallet or ledger adjustment; and
• Deposit or remittance instructions.

The Rider must:

1. Collect only the displayed amount.
2. Use only an authorised QR.
3. Verify payment status before handover completion.
4. Mark cash collected accurately.
5. Keep collected cash secure.
6. Deposit or reconcile COD according to the Finance Policy.
7. Report payment mismatch immediately.

19. Customer Refusal Service

If a customer refuses the order, the Rider must:

1. Remain professional.
2. Select the correct reason.
3. Record contact attempts.
4. Maintain required location.
5. Keep the package sealed.
6. Request support verification.
7. Follow the approved resolution.

MealVersity may review:

• Arrival location;
• Contact attempts;
• Customer response;
• Order condition;
• Payment status;
• Restaurant information; and
• Rider explanation.

A customer refusal must not be reported falsely.

20. Failed-Delivery Review

A failed-delivery request may be reviewed where:

• The customer is unavailable;
• Address is materially incorrect;
• Access is impossible;
• The customer refuses;
• Payment cannot be completed;
• The location is unsafe; or
• Another genuine delivery barrier exists.

MealVersity may approve:

• Additional contact attempt;
• Address clarification;
• Continued waiting;
• Delivery completion;
• Return to Restaurant;
• Close without return; or
• Escalation for manual review.

The Rider must not choose the final financial resolution independently.

21. Return-to-Restaurant Service

Where return is approved:

1. The Rider will receive a return instruction and location.
2. Required tracking must remain active.
3. The package must be protected.
4. The Rider must proceed without unreasonable delay.
5. Return arrival may be location-verified.
6. Handover must be confirmed only after physical return.
7. The Restaurant may confirm receipt or submit a dispute.
8. The Rider must cooperate with any evidence review.
9. Return payout will follow the Rider Finance Policy.

22. Close Without Return

MealVersity may close an undelivered order without return where:

• Returning food is unsafe;
• Restaurant return is unavailable;
• Distance or operational conditions make return inappropriate;
• Food cannot lawfully be reused;
• Support determines another resolution is appropriate; or
• The applicable business rule permits it.

The Rider must follow disposal or handling instructions and must not consume, sell or retain the order unless expressly authorised.

23. Food Handling Service Standards

The Rider must:

• Use a clean delivery bag;
• Keep packages protected;
• Prevent leakage and contamination;
• Avoid mixing food with unsafe items;
• Separate food categories where required;
• Not open sealed packages;
• Not smoke near customer food;
• Report damaged or tampered packaging; and
• Follow food-safety instructions.

A Rider must not be held responsible for an item missing inside an intact sealed package unless evidence establishes Rider responsibility.

24. Safety and Emergency Service

The Rider App or support may provide assistance for:

• Accident;
• Vehicle breakdown;
• Medical emergency;
• Unsafe location;
• Harassment;
• Violence;
• Theft;
• Severe weather; or
• Another active-delivery emergency.

In an immediate emergency, the Rider should first contact the appropriate emergency authority.

MealVersity may request reasonable evidence for operational, insurance or claim processing.

25. Vehicle Breakdown

If the registered vehicle breaks down during an active delivery:

1. The Rider must move to a safe location.
2. The Rider must notify support.
3. The Rider must protect the order.
4. MealVersity may arrange reassignment, return or another resolution.
5. A verified breakdown must not automatically be treated as delivery abandonment.
6. Repeated unverified breakdown reports may be reviewed.

26. Order and Safety Notifications

MealVersity may send:

• Delivery opportunities;
• Offer-expiry reminders;
• Pickup reminders;
• Delivery delays;
• Customer messages;
• COD alerts;
• Return instructions;
• Document-expiry warnings;
• Safety alerts;
• Payout notices;
• Account-status notices; and
• Mandatory update notices.

The Rider is responsible for enabling required notification permissions and maintaining sufficient device volume where safely appropriate.

Critical active-order information should remain visible inside the Rider App.

27. Performance Service

The Rider App may display:

• Completed deliveries;
• Acceptance rate;
• Completion rate;
• Pickup time;
• Delivery time;
• On-time performance;
• Ratings;
• Customer complaints;
• Restaurant complaints;
• COD status;
• Return completion;
• Online time; and
• Earnings.

Performance records should distinguish Rider fault from:

• Restaurant delay;
• Customer delay;
• Customer refusal;
• Platform failure;
• Traffic;
• Weather;
• Emergency; and
• Genuine GPS or network failure.

The Rider may challenge materially inaccurate records.

28. Ratings and Complaint Review

1. Customer or Restaurant ratings do not automatically establish misconduct.

MealVersity may review:

• Location;
• Status timeline;
• Contact attempts;
• Payment records;
• Delivery proof;
• Support communications; and
• Rider response.

1. The Rider should have an opportunity to provide an explanation.
2. Verified minor issues may lead to guidance or training.
3. Verified serious or repeated issues may lead to suspension or termination.

29. Document Management

The Rider App may show:

• Document status;
• Expiry date;
• Update requirement;
• Verification status; and
• Rejection reason.

The Rider must upload renewed documents before expiry.

MealVersity may take the Rider offline when a legally required document expires.

30. App Version and Updates

1. MealVersity may release optional or mandatory Rider App updates.

An update may be mandatory for:

• Security;
• Location reliability;
• Payment protection;
• Active-order compatibility;
• Legal compliance; or
• Critical bug correction.

1. Unsupported versions may be blocked after appropriate notice.
2. MealVersity should show the required version and available update method.

31. Platform Availability

MealVersity will use reasonable efforts to keep Rider services available but cannot guarantee uninterrupted operation.

Service may be affected by:

• Maintenance;
• Cloud or network failure;
• Payment-provider outage;
• Mapping outage;
• Cybersecurity incident;
• Force majeure; or
• Another event outside reasonable control.

MealVersity should preserve and reconcile active delivery, COD and payout records affected by an outage.

32. Rider Technical Requirements

The Rider must maintain:

• Compatible smartphone;
• Supported operating system;
• Official Rider App;
• Working SIM and mobile number;
• Stable internet;
• GPS/location access;
• Required notification permissions;
• Sufficient battery; and
• Accurate device date and time.

The Rider must not:

• Modify the app;
• Use location-spoofing software;
• Use unauthorised automation;
• Circumvent security controls;
• Manipulate API requests; or
• Use an unofficial app build.

33. Service Restrictions

MealVersity may restrict the Rider account or a feature because of:

• Expired documents;
• COD mismatch;
• Safety risk;
• Account sharing;
• Location manipulation;
• Fraud;
• Customer-data misuse;
• Delivery abandonment;
• Serious complaint;
• Legal direction; or
• Material breach of the Rider Terms.

Except in urgent safety, fraud or legal situations, the Rider should receive:

• Reason;
• Incident reference;
• Required corrective action;
• Restriction duration, where applicable; and
• Appeal route.

34. Service Changes

MealVersity may modify Rider services for:

• Security;
• Safety;
• Delivery operations;
• Payment protection;
• Legal compliance;
• Customer experience; or
• Technical improvement.

Material changes affecting Rider obligations or financial outcomes will be notified before they apply.

Completed-delivery financial terms will not be changed retrospectively.

35. Rider Support

Rider Support Email: business@mealversity.com

Rider Support Number: +91 8900099783

Support Hours: 24 hours a day, 7 days a week

Emergency Support Number: +91 8900099783

Escalation Officer: Tarik Anowar

Designation: Founder & CEO

Email: business@mealversity.com

Postal Address: 59 Uttar Sithi Road, Barasat, Kazipara, North 24 Parganas – 700125, West Bengal, India

Support requests should include the relevant delivery, payment, settlement or incident reference.

— End of Delivery Partner Service Policy —