Delivery Policy — KhauGully

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The short version

We deliver hot food across Jogeshwari West, Mumbai, usually in 30 to 45 minutes. Delivery is carried out by independent Delivery Partners, not by our employees. Times shown in the app are estimates, not promises.

1.Where we deliver

We currently serve Jogeshwari West, Mumbai and the immediately surrounding area, within the delivery radius configured on the Platform.
Serviceability is checked at checkout from your saved address and, where you permit it, your device location. If your address falls outside the radius, the order cannot be placed.
A given restaurant may serve a smaller area than the Platform as a whole. The restaurants shown to you are those that can reach your address.
We may temporarily suspend delivery to an area during heavy rain, flooding, road closures, civil disturbance or any condition that makes riding unsafe. Rider safety takes precedence over any delivery.

2.Delivery time

A typical order is delivered within 30 to 45 minutes of the restaurant accepting it. The estimate shown in the app is calculated from the kitchen's preparation time and the distance to your address.

warning

Estimates are not guarantees

Delivery times are indicative predictions. They are affected by traffic, weather, kitchen load, rider availability and how quickly you answer the door. A delay alone does not entitle you to a refund, although we will consider a partial refund where a delay is severe and the food arrives in poor condition. See our Refund & Cancellation Policy.

Orders are accepted during each restaurant's own operating hours, which are shown on its page. A restaurant that is offline cannot be ordered from.

3.Delivery charges

A delivery fee is charged per order and is always shown at checkout before you pay. There are no hidden charges added afterwards.
The fee may vary with distance, time of day, weather and demand. Promotional free delivery, where offered, is subject to the conditions stated with the offer.
There is no minimum order value. You may order a single item if you wish.

4.Who delivers your order

Deliveries are carried out by independent Delivery Partners who choose which orders to accept. They are not employees, agents or representatives of KhauGully. We verify their identity, driving licence and vehicle details before onboarding them, and we require them to comply with all traffic and road safety laws — but they operate their own vehicles at their own risk and under their own insurance.

Any claim arising from a road traffic accident, or from the conduct of a Delivery Partner, lies against that Delivery Partner. We will assist a lawful investigation and will act on any report of misconduct, including removing a partner from the Platform.

5.Receiving your order

Keep your phone reachable. The Delivery Partner will call if they cannot find the address.
Where a delivery OTP is issued, share it with the Delivery Partner only when the food is physically in your hand. Do not share it in advance, and never share it over a call before arrival.
Check the order at handover where you can. Report any missing or wrong item promptly — claims are far easier to verify at the door.
You may nominate someone else to receive the order, but the order is treated as delivered once handed to a person at your address who accepts it.
We do not deliver alcohol, tobacco or any age-restricted product.

6.When a delivery cannot be completed

You are unreachableThe Delivery Partner will attempt to call. If there is no response after reasonable attempts and a short wait, the order may be closed as undelivered and no refund will be due.

The address is wrong or incompleteWhere the address you provided cannot be located, the order may be closed as undelivered and no refund will be due. Please save addresses carefully.

You refuse the order without valid reasonThe order is treated as completed and no refund is due. For food safety reasons the food cannot be resold and will be disposed of.

Cash on delivery cannot be paidThe Delivery Partner may decline handover. Repeated instances may result in the cash-on-delivery option being withdrawn from your account.

The order genuinely never arrivesFull refund, including the delivery fee. Raise it through Help & Support.

Access is unsafeA Delivery Partner may decline to enter a location they reasonably consider unsafe and may ask you to collect from a safe point nearby.

7.Tracking and support

You can follow your order live from the tracking screen in the app, and we will send push notifications at each stage if you have enabled them. If something looks wrong, contact us through Help & Support or at support@khaugully.in. Support hours are 10:00 AM – 11:00 PM IST, all days.