This Shipping and Delivery Policy outlines the delivery terms, timelines, and procedures for all services provided by Crawl Hands Technology (Zatooms / ZATOOMS SERVICES).
1. Service Areas and Availability
1.1 Service Coverage
- Service Areas: Determined by rider and delivery partner availability in specific locations
- Coverage Check: Users can check service availability by entering their delivery address in the app
- Expanding Coverage: We continuously work to expand our service areas
- Service availability may vary by time of day and demand
1.2 Service Limitations
- Services may be temporarily unavailable during extreme weather conditions
- Certain remote or high-risk areas may not be serviced
- Address verification may be required for security purposes
2. Delivery Timelines by Service
2.1 Food Delivery
- Standard Delivery Time: 30-45 minutes from order placement
- Exact Time: Displayed at the time of order placement
- Preparation Time: Varies by restaurant and order complexity
- Peak Hours: Delivery may take longer during lunch (12-2 PM) and dinner (7-10 PM) hours
- Live tracking available once rider picks up the order
2.2 Grocery Delivery
- Delivery Time: As shown at the time of order placement
- Same-Day Delivery: Available for most orders
- Express Delivery: Available for select items and areas
- Large Orders: May require additional preparation and delivery time
2.3 Medicine Delivery
- Standard Delivery: Time shown at order placement
- Express Delivery: Available 24/7 with additional charges (+₹20)
- Prescription Verification: May add 10-15 minutes for scheduled drugs
- Emergency Orders: Prioritized for fastest possible delivery
- 24/7 availability for medicine delivery
2.4 ZatUp - Ride Booking
- Rider Arrival: Typically 5-10 minutes from booking
- Wait Time: Riders will wait up to 3 minutes at pickup location
- No Show: Cancellation charges apply if customer not at pickup
- Real-time GPS tracking from booking to destination
2.5 Zater - Parcel Delivery
- Same-Day Delivery: Guaranteed for parcels booked before 6 PM
- Express Delivery: Within 2-3 hours (subject to availability)
- Distance-Based: Delivery time varies with pickup and drop-off distance
- Weight and size restrictions apply
3. Delivery Charges
3.1 Pricing Structure
- Distance-Based: All delivery charges calculated based on distance from vendor to delivery location
- Transparent Pricing: Exact delivery charges displayed before order confirmation
- Platform Fee: Applicable on all orders
- GST: Goods and Services Tax applied as per government regulations
3.2 Free Delivery
- NO Free Delivery: Unless vendor offers a specific promotion
- Vendor Promotions: Some restaurants/vendors may offer free delivery on minimum order value
- Promotional Offers: Check app for ongoing free delivery campaigns
3.3 Surge Pricing
- Peak Hours: Delivery charges may increase during high-demand periods
- Bad Weather: Additional charges may apply during rain, storms, or extreme conditions
- ZatUp Exception: No surge pricing for ZatUp bike rides
- Surge pricing clearly indicated before order placement
4. Real-Time Order Tracking
4.1 GPS Tracking
- All Services: Real-time GPS tracking available for all deliveries
- Live Location: Track delivery partner's location on the map
- ETA Updates: Estimated time of arrival continuously updated
- Order Status: Receive notifications at each stage (confirmed, preparing, on the way, delivered)
4.2 Communication
- In-app messaging with delivery partner
- Phone call option for urgent communication
- Push notifications for order status updates
- SMS updates for orders (if enabled)
5. Delivery Process
5.1 Contactless Delivery
- Preferred Method: Contactless delivery available for all services
- Instructions: Customers can add delivery instructions (e.g., "leave at door")
- Payment: Online payment recommended for contactless delivery
- Photo confirmation may be provided for contactless deliveries
5.2 Delivery Verification
- OTP Verification: One-time password required for order handover
- Signature: May be required for high-value orders or parcels
- ID Verification: Required for age-restricted items (alcohol, medicines)
5.3 Delivery Attempts
- Delivery partner will call customer upon arrival
- Multiple contact attempts (calls, in-app messages)
- Waiting time: Up to 10 minutes at delivery location
- Second delivery attempt may be made if customer requests
6. Failed Delivery Procedure
6.1 Customer Unavailable
If customer is unreachable after multiple attempts:
- Step 1: Delivery partner calls customer multiple times
- Step 2: In-app messages sent to customer
- Step 3: Wait at delivery location for up to 10 minutes
- Step 4: If still unavailable, order returned to vendor
6.2 Return to Vendor
- Food Orders: Returned to restaurant, cannot be redelivered (food safety)
- Grocery/Medicine: Returned to store, redelivery may be possible (additional charges)
- Parcels: Returned to sender, redelivery charges apply
6.3 No Refund for Customer Unavailability
- Customer charged for order and delivery if unavailable
- No refund provided for failed delivery due to customer unavailability
- Exception: Refund may be considered if delivery partner didn't follow procedure
7. Delivery Partner Conduct
7.1 Verified Riders
- All delivery partners are background-verified
- Training provided on food safety, hygiene, and customer service
- GPS tracking and route optimization for efficient delivery
7.2 Safety Standards
- Food Delivery: Insulated bags to maintain temperature
- Medicine Delivery: Sealed packaging, temperature control when required
- ZatUp Rides: Safety helmets provided, speed limits followed
- Parcel Delivery: Secure handling, fragile items marked and handled carefully
8. Special Delivery Instructions
- Customers can add special instructions during order placement
- Examples: "Ring doorbell," "Call on arrival," "Leave at gate," "Apartment number"
- Instructions are visible to delivery partners
- Unreasonable or unsafe instructions may not be followed
9. Service-Specific Delivery Details
9.1 Medicine Delivery - Prescription Requirements
- OTC Medicines: No prescription required
- Scheduled Drugs: Prescription upload mandatory
- Verification: Licensed pharmacist verifies prescription
- Age Verification: ID check for age-restricted medicines
- Original prescription may be required at delivery for controlled substances
9.2 ZatUp - Ride Safety
- Mandatory helmet for both rider and passenger
- Speed limits strictly followed
- Route optimization for fastest and safest path
- Emergency contact button in app
9.3 Zater - Parcel Handling
- Weight Limit: Up to 20kg per parcel
- Size Limit: As per standard courier dimensions
- Prohibited Items: Illegal items, hazardous materials, perishables (unless specified)
- Insurance: Available for high-value items
- Packaging: Customer responsible for secure packaging
10. Delays and Issues
10.1 Reasons for Delays
- High order volume during peak hours
- Traffic congestion or road closures
- Extreme weather conditions
- Vendor/restaurant preparation delays
- Difficulty locating delivery address
10.2 Communication During Delays
- Customers notified of significant delays via app
- Updated ETA provided
- Option to cancel with refund if delay is excessive
11. Customer Responsibilities
- Accurate Address: Provide complete and accurate delivery address with landmarks
- Reachable Contact: Ensure phone number is correct and reachable
- Availability: Be available at delivery location during delivery window
- Access: Ensure delivery partner can access the delivery location
- Payment: Have cash ready for COD orders
12. Contact for Delivery Issues
For delivery-related queries, issues, or complaints:
- In-App Support: Customer support chat in Zatooms app
- Email: support@zatooms.com
- Phone: +91 8110908008
- Response Time: 24-48 hours via email, immediate via in-app chat
13. Policy Changes
- Zatooms reserves the right to modify this Shipping and Delivery Policy
- Changes will be communicated via email or in-app notifications
- Continued use of services constitutes acceptance of updated policy