Shipping & Delivery Policy
Local fulfillment coverage, delivery fees, dynamic ETAs, and doorstep handover protocols
1. Delivery Coverage Area & Serviceability Radius
HaatKaro provides on-demand hyperlocal delivery across municipal wards, residential colonies, and commercial hubs within Sendhwa, District Barwani, Madhya Pradesh (PIN: 451666) and defined contiguous serviceable corridors.
Radial Serviceability: Delivery serviceability is computed radially at checkout based on merchant storefront coordinates. The platform supports a default service radius of 8.0 km and a maximum configurable radius of 25.0 km. Addresses beyond the merchant's configured operational radius are automatically excluded by the serviceability engine.
The implemented controls and policy mappings have passed HaatKaro's technical verification against the reviewed requirements. Ongoing legal and tax compliance remains subject to professional legal/CA review, regulatory changes, and operational adherence.
2. Estimated Delivery Windows (ETAs)
Orders are prepared fresh by neighborhood Sendhwa merchants and delivered via assigned platform riders or merchant personnel.
Dynamic Estimates: Displayed delivery times (typically 30 to 90 minutes) represent operational estimates calculated dynamically based on merchant prep time, traffic conditions, and courier availability. These estimates do not constitute statutory delivery guarantees.
3. Delivery Charges & Fulfillment Governance
Delivery charges, eligibility, and any applicable delivery benefits depend on the delivery method, serviceability, and current platform policies. The applicable amount is shown to the customer before an order is placed.
- Distance-Based Delivery: Standard delivery fees are determined based on radial transit distance between the merchant shop and the customer destination in accordance with the effective fee schedule.
- Itemized Packaging Charges: Packaging fees set by local merchants are itemized separately in your checkout bill summary.
- Delivery Collection Independence: Customer delivery charges represent platform logistics billing and do not determine or equal delivery partner compensation.
- Store Pickup: Customer self-pickup is available from participating stores where supported and is verified at the counter via secure pickup credentials.
Detailed delivery fee formulas, distance parameters, and commercial fulfillment terms are published separately in our dedicated fee schedule.
4. Doorstep Handover & Unreachable Customer Protocol
Couriers deliver directly to the customer's specified doorstep, or to the security checkpoint of gated colonies where delivery personnel entry is restricted.
Server-Enforced Unreachable Customer Protocol
When arriving at the delivery location, if the customer cannot be reached:
- The rider initiates the "Customer Unreachable" countdown on the mobile application.
- The platform enforces a mandatory 10-minute wait window.
- The rider must make a minimum of 3 verified phone call attempts recorded in the system audit log.
- Only after 10 minutes have elapsed AND 3 call attempts are logged will the platform allow marking the delivery as failed due to customer unavailability.
- Prepared food and perishables cannot be restocked or refunded following an unreachable failure.
5. Logistics Operations Helpdesk
For delivery queries, transit status, or address updates, contact our logistics operations desk at admin@haatkaro.in or visit our Help Centre.