Shipping & Delivery Policy

1. Introduction

This Shipping & Delivery Policy (“Policy”) explains how Orders placed through the Spinacho Platform are processed, dispatched, and delivered. Spinacho is a brand owned and operated by Nutriwave Spinacho Foods Private Limited and operates as an FSSAI Licensed e-Commerce Food Business Operator. Spinacho facilitates Orders between Customers and independent Restaurant Partners. Food is prepared by Restaurant Partners, while delivery may be fulfilled by Restaurant Partners, Spinacho, or authorised third-party delivery providers depending on the applicable fulfilment model. This Policy should be read together with the Terms & Conditions of the Platform.

2. Scope

This Policy applies to:

• All Orders placed through the Platform.
• Customers using the Platform.
• Restaurant Partners fulfilling Orders.
• Delivery personnel or authorised delivery providers engaged for Order fulfilment.

3. Delivery Coverage

Delivery services are available only within locations designated as serviceable by the Platform. Service availability depends on various operational factors, including:

• Restaurant Partner location;
• Delivery distance;
• Availability of delivery personnel;
• Serviceable postal codes; and
• Operational capacity.

Spinacho reserves the right to modify, expand, restrict, or discontinue delivery services in any location without prior notice.

4. Order Processing

After an Order is successfully placed:

1. The Order is transmitted to the selected Restaurant Partner.
2. The Restaurant Partner reviews and accepts the Order.
3. Food preparation begins.
4. The Restaurant Partner packages the Order.
5. The Order is assigned for delivery.
6. Delivery is initiated.
7. The Customer may receive Order status updates where available.

Order preparation times may vary depending on the Restaurant Partner and the complexity of the Order.

5. Estimated Delivery Time

Estimated delivery times displayed on the Platform are provided solely for convenience. Actual delivery times may vary due to factors including:

• Restaurant preparation time;
• Traffic conditions;
• Weather conditions;
• Delivery demand;
• Public holidays;
• Local events;
• Delivery partner availability; and
• Other unforeseen operational circumstances.

Estimated delivery times do not constitute a guaranteed delivery commitment.

6. Delivery Charges

Delivery charges may vary depending on:

• Delivery distance;
• Order value;
• Delivery zone;
• Promotional offers; and
• Operational conditions.

Applicable delivery charges will be displayed before the Customer confirms the Order.

7. Packaging

Restaurant Partners are responsible for packaging Orders in a manner suitable for safe transportation and in accordance with applicable food safety requirements. Where applicable, packaging charges will be displayed during checkout before payment confirmation.

8. Customer Responsibilities

Customers are responsible for:

• Providing accurate delivery information;
• Providing a valid mobile number;
• Ensuring someone is available to receive the Order;
• Responding to delivery calls or messages where reasonably necessary; and
• Ensuring that the delivery location is reasonably accessible.

Spinacho shall not be responsible for delays or unsuccessful deliveries resulting from inaccurate or incomplete information provided by the Customer.

9. Delivery Attempts

Reasonable efforts will be made to complete delivery. An Order may be treated as undeliverable if:

• The Customer is unavailable;
• The delivery address is incorrect or incomplete;
• The Customer cannot be contacted;
• Access to the delivery location is restricted; or
• Delivery cannot be completed despite reasonable attempts.

The handling of such Orders shall be subject to the applicable provisions of the Refund & Cancellation Policy.

10. Contactless Delivery

Where available, Customers may request contactless delivery. If contactless delivery is successfully completed at the location specified by the Customer, responsibility for the Order transfers to the Customer upon completion of delivery.

11. Delivery Verification

To ensure secure delivery, delivery personnel may request reasonable verification, including:

• Registered mobile number;
• Order confirmation details; and
• One-Time Password (OTP), where applicable.

Failure to complete reasonable verification may delay delivery.

12. Delivery Delays

Spinacho shall make reasonable efforts to minimise delays. However, delays may occur due to circumstances beyond reasonable control, including:

• Severe weather;
• Traffic congestion;
• Public events;
• Technical issues;
• Government restrictions;
• Delivery partner shortages; and
• Force majeure events.

Where practicable, Customers will be informed of significant delays through the Platform.

13. Inspection Upon Delivery

Customers are encouraged to inspect their Order promptly upon delivery. If an Order appears to be materially incomplete, damaged during transit, or different from the confirmed Order, the Customer should notify Spinacho as soon as reasonably practicable through the official support channels.

14. Risk & Responsibility

Responsibility for the Order transfers to the Customer once the Order has been successfully delivered to:

• The Customer;
• An authorised recipient; or
• The contactless delivery location designated by the Customer.

Customers are advised to consume food promptly after delivery and follow any storage or consumption instructions provided by the Restaurant Partner.

15. Service Availability

Spinacho strives to maintain reliable delivery services. However, delivery services may occasionally be unavailable due to:

• Restaurant Partner closures;
• Operational constraints;
• Maintenance activities;
• Regulatory requirements; or
• Unforeseen disruptions.

Spinacho does not guarantee uninterrupted delivery availability.

16. Force Majeure

Spinacho shall not be liable for delays or failures in delivery arising from events beyond its reasonable control, including but not limited to:

• Natural disasters;
• Floods;
• Earthquakes;
• Pandemics;
• Strikes;
• Government actions;
• Internet outages;
• Power failures;
• Civil disturbances; or
• Transportation disruptions.

17. Policy Updates

Spinacho reserves the right to amend this Policy at any time. Updated versions will be published on the Platform together with the revised “Last Updated” date. Continued use of the Platform after publication constitutes acceptance of the updated Policy.

18. Contact Information

If you have any questions regarding this Shipping & Delivery Policy, please contact us: