At PeddalDrop, our goal is to bring your favorite meals, groceries, and local goods directly to your doorstep as quickly and safely as possible — and to reliably move personal items such as documents, keys, and spectacles between two points via our direct pickup-and-drop service. This policy outlines how our hyper-local delivery system operates, our estimated timelines, and our delivery procedures for both merchant orders and direct pickup-and-drop requests.
1. Delivery Coverage & Operating Hours
We operate within designated service zones across various cities. Delivery availability depends on your exact location and the operational radius of the selected merchant.
- Service Hours: Delivery hours mirror the operating hours of our partner merchants. While our platform is active 24/7, you can only order from merchants that are currently open and accepting orders.
- Delivery Radius: For merchant orders, we restrict deliveries to a specific radius (usually 3 to 10 K.M) around the merchant, to ensure food quality and timely handling. For direct pickup-and-drop requests, the maximum distance between pickup and drop points is shown at booking and may vary by zone.
2. Delivery Timelines & Tracking
Because we provide on-demand delivery, we do not measure shipping in "business days," but rather in minutes.
- Estimated Time of Arrival (ETA): An ETA is provided at checkout and is dynamically calculated based on merchant preparation time, current traffic conditions, and PeddalRider availability.
- Live Tracking: Once your order is dispatched, you can track your PeddalRider's location in real-time via the interactive map within the PeddalDrop app.
3. Delivery Fees & Surcharges
Delivery costs vary based on a few dynamic factors. All fees are clearly displayed on the checkout screen before you confirm your order.
| Fee Type | Description |
|---|---|
| Standard Delivery Fee | Calculated based on the driving distance between the merchant and your delivery address. |
| Service Fee | A small percentage of the order subtotal that helps us operate the platform and provide customer support. |
| Peak / Surge Pricing | Applied during times of unusually high demand, severe weather, or PeddalRider shortages. This fee goes directly to PeddalRiders to encourage availability. |
| Small Order Fee | Merchant orders only — may apply if your total cart value falls below a specific merchant's minimum order requirement. |
| Direct Pickup & Drop Fee | For document, key, spectacle, and parcel requests with no merchant involved — calculated based on the distance between pickup and drop points, and item type/urgency. |
4. Delivery Handoff Procedures
You have the power to choose how you receive your order during checkout:
- Meet at Door: The PeddalRider will knock or ring the doorbell and hand the order to you directly.
- Leave at Door (Contactless): The PeddalRider will leave the order at your doorstep, take a confirmation photo, and you will be notified via the app that it has arrived.
- Meet Outside: You can meet the PeddalRider at their vehicle or at the main entrance of your building/complex.
A PeddalRider may decline to complete a handover if the delivery location presents an unsafe situation for the PeddalRider, or if there is no response from the customer or anyone at the address after the PeddalRider has made a reasonable attempt at contact. This decision rests solely on these two grounds — PeddalRiders are not authorized to independently assess or judge the recipient on any other basis. In such cases, the PeddalRider will follow the procedure outlined in Section 5 (Unsuccessful Deliveries). PeddalDrop reserves the right to review and, where warranted, override or address any handover decision reported by a customer or merchant.
5. Unsuccessful Deliveries
If a PeddalRider arrives at your address but cannot safely deliver the order (e.g., cannot find the location, gated community without access, no response from the customer), they will follow these steps:
- Attempt to contact you via a phone call and in-app message.
- Wait at the drop-off location for a minimum of 5 minutes.
- If you remain unreachable, the PeddalRider will be instructed to cancel the delivery or leave it in a safe place (if permissible).
Orders canceled due to an unreachable customer are generally non-refundable, as the merchant preparation cost and/or PeddalRider travel have already been incurred. Refund eligibility for such cases is governed by our Cancellation & Refund Policy.
6. Address Changes
If you realize you have entered the wrong delivery address after placing an order, please contact our support team immediately. If the new address is within the merchant's delivery radius, we will attempt to reroute the PeddalRider. Additional distance fees may apply. Rerouting is not guaranteed once the PeddalRider is en route.
7. Prohibited & Restricted Items; Assumption of Risk
Customers must not book PeddalDrop for the pickup or delivery of: illegal goods or substances; cash, currency, or bearer instruments; firearms, weapons, or hazardous/flammable materials; live animals; or any item prohibited under applicable law. PeddalRiders reserve the right to refuse pickup of any item reasonably suspected to fall into these categories, without liability to PeddalDrop.
For high-value or irreplaceable items (e.g., original identity documents, property papers, jewellery, spectacles), the customer is solely responsible for accurately declaring the item and its value at the time of booking, and for appropriate packaging. PeddalDrop's liability, if any, for loss or damage to such items is strictly limited to the declared value stated at booking, subject to Section 9 below. Booking such items without accurate declaration is undertaken entirely at the customer's own risk.
8. Force Majeure
PeddalDrop and its PeddalRiders shall not be liable for any delay, failure, or inability to perform a delivery caused by events beyond reasonable control, including but not limited to natural disasters, extreme weather, strikes, riots, civil unrest, government restrictions, road closures, pandemics, or failures of third-party payment, telecom, or mapping infrastructure. Obligations under this policy shall be suspended for the duration of such an event.
9. Limitation of Liability
To the maximum extent permitted by applicable law, PeddalDrop's total liability arising out of or in connection with any single order — whether in contract, tort, or otherwise — shall not exceed the higher of: (a) the amount actually paid by the customer for that order, or (b) the declared value of the item stated at booking, where applicable. In no event shall PeddalDrop be liable for any indirect, incidental, consequential, or special damages, including but not limited to loss of income, loss of opportunity, or emotional distress, arising from a delayed, damaged, lost, or undelivered order.
This policy, along with the Cancellation & Refund Policy and Terms of Use, does not exclude any liability that cannot be excluded under applicable Indian consumer protection law.
10. Indemnification
The customer agrees to indemnify and hold harmless PeddalDrop, its proprietor, and its PeddalRiders from and against any claims, losses, damages, penalties, or legal costs arising out of: (a) inaccurate or misleading information provided by the customer regarding the item, its value, or the delivery address; (b) booking of prohibited or restricted items in violation of Section 7; or (c) any unlawful use of the PeddalDrop platform by the customer.
11. Dispute Resolution
In the event of any dispute, controversy, or claim arising out of or relating to this policy, the parties shall first attempt to resolve the matter through the Grievance Officer set out in the Cancellation & Refund Policy. If unresolved within 30 days, either party may refer the dispute to arbitration conducted by a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated in Pune, Maharashtra, with proceedings conducted in English. This clause does not affect the customer's right to approach a consumer forum under applicable Indian consumer protection law.
12. Amendments
PeddalDrop reserves the right to modify this policy at any time to reflect changes in operations or applicable law. Material changes will be notified via the app or our website. Continued use of PeddalDrop's services after such changes constitutes acceptance of the revised policy.
13. Governing Law
This policy is governed by the laws of India, and, subject to Section 11 (Dispute Resolution), any disputes arising from it shall be subject to the exclusive jurisdiction of the courts at Pune, Maharashtra.