MealVersity Customer Delivery 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
Introduction
This Delivery Policy ("Policy") applies to food and related items ordered through the MealVersity Technologies Private Limited ("MealVersity") customer application or website (the "App"), and forms part of MealVersity's Terms and Conditions.
1. Delivery Service
- MealVersity facilitates delivery from participating partner restaurants to the delivery address selected by the customer.
- Delivery may be performed by a MealVersity delivery partner or another authorised delivery provider within active service zones.
- Service availability depends on customer & restaurant location, operating hours, delivery-partner availability, distance, weather, and safety conditions.
2. Delivery Address
- Customers must provide a complete, accurate and accessible delivery address including:
- House, flat or building number & street/locality
- Landmark, city, state and PIN code
- Receiver's name and working phone number
- Gate, floor or access instructions & map coordinates
- Address changes after confirmation are permitted only if the new address remains inside the same service zone and can reasonably be fulfilled by the delivery partner.
3. Serviceability
An address may become temporarily unserviceable due to road closures, severe weather, flooding, restricted-entry areas, or government safety restrictions. If an order cannot be delivered for platform or rider reasons, no failure penalty is charged to the customer and prepaid amounts will be refunded.
4. Delivery Charges
The order checkout display includes:
- Delivery charge & distance-based charge
- Packaging & handling fees
- Platform fee & small-order fee
- Surge fee & applicable taxes
All applicable charges are displayed prior to customer confirmation. No undisclosed delivery charge will be added retrospectively.
5. Estimated Delivery Time (ETA)
- MealVersity provides an estimated delivery time based on preparation time, distance, traffic, rider availability, and weather conditions.
- ETA is an estimate and not a guaranteed delivery time. Material delays will be communicated to the customer via the app or support.
6. Delivery Stages
Customers can track order progress through live app updates:
- Order Placed → Order Accepted → Preparing → Ready for Pickup
- Delivery Partner Assigned → Order Picked Up → On the Way → Arrived → Delivered
7. Customer Availability
- The customer or authorised receiver must remain reachable at the provided phone number during delivery.
- Customers must ensure safe access for the delivery partner (e.g. informing gate security).
- Delivery partners must not be asked to enter unsafe premises, break traffic laws, or deliver to unapproved locations.
8. Contact Between Customer and Delivery Partner
- Delivery partners may contact customers strictly for address location, access instructions, or order completion.
- Contact details must not be used for personal communication or independent marketing.
9. Location and Live Tracking
Live location is used to confirm serviceability, assign delivery partners, calculate distance, and provide real-time tracking. Precise location history is protected under the MealVersity Privacy Policy.
10. Food Handling and Safety
- Restaurants listed on MealVersity must maintain valid FSSAI licences or registrations.
- Delivery partners must follow safe handling guidelines. Food and non-food items must be separated during transit.
- Delivery partners are strictly prohibited from opening, consuming, or tampering with food packages.
11. Delivery Verification
Delivery verification may require a customer OTP or app confirmation. A delivery OTP must be shared only after the package physically reaches the customer.
12. Cash on Delivery (COD)
COD payment must be completed before the order is marked delivered. COD availability depends on verified account history, order value, and location.
13. Contact Attempts and Waiting Period
If a delivery partner arrives at the location but cannot contact the customer:
- The rider must wait for at least 10 minutes after verified arrival.
- The rider must make at least 3 contact attempts at reasonable intervals.
- An order will not be marked customer-unavailable without fulfilling these minimum contact requirements.
14. Failed Delivery Caused by MealVersity, Restaurant or Rider
If delivery fails due to restaurant fault, rider error, transit damage, or platform failure, the customer will not be penalised and will receive a full refund or free redelivery.
15. Customer Refusal or Customer-Caused Failed Delivery
A delivery failure is treated as customer-caused only after verifying arrival location, waiting time, and contact logs. Any customer-refusal fee must be itemised, proportionate, and open to appeal.
16. Refused-Order Charges and COD Restrictions
Repeated verified COD refusals may require completing a stated number of prepaid orders before COD access is restored.
17. Return to Restaurant
Undelivered perishable items are handled according to food safety guidelines and support instructions. Returned food is never resold.
18. Unattended or Leave-at-Door Delivery
Unattended delivery requests are accepted only when explicitly requested by the customer, payment is prepaid, and the location is safe.
19. Wrong, Missing or Damaged Delivery
Customers should report missing items, wrong orders, or tampered seals through in-app support for resolution under the Cancellation & Refund Policy.
20. Reporting Delivery Problems
Delivery issues should be reported within 24 hours of delivery. Trackable support tickets are acknowledged within 48 hours and resolved within one month.
21. Severe Weather and Safety Events
In cases of extreme weather, storms, flooding, or civil emergencies, safety takes priority and affected prepaid orders will be cancelled and refunded.
22. Customer Support and Escalation
Customer Support Email: business@mealversity.com
Customer Support Phone: +91 8900099783
Support Hours: 24/7
Grievance Officer: Tarik Anowar
Designation: Founder, CEO & Director
Email: business@mealversity.com
Telephone: +91 8900099783
Postal Address: 59 Uttar Sithi Road, Barasat, Kazipara, North 24 Parganas – 700125, West Bengal, India
— End of Delivery Policy —