SCOPE AND ROLE CLARITY

1. NepMeals coordinates logistics through delivery partners and restaurant partners.
2. Delivery availability depends on zone coverage, operating hours, rider capacity, weather, and safety constraints.

DELIVERY ESTIMATES

1. ETA displayed before/after checkout is an estimate only.
2. ETA may change due to traffic, weather, order load, route changes, access constraints, or partner delay.

DELIVERY FEES AND SURGE

1. Delivery fees may vary based on distance, service area, and operational factors.
2. Applicable fees are shown at checkout before order confirmation.

ADDRESS AND ACCESS REQUIREMENTS

1. Customers must provide correct and serviceable address details, access instructions, and contact availability.
2. Address changes after confirmation may not be possible and may alter ETA/fees if allowed.
3. Deliveries to unsafe, prohibited, restricted, or out-of-zone addresses may be declined.

HANDOFF AND PROOF OF DELIVERY

1. Proof of delivery may include one or more of the following methods, depending on availability:
2. One-time password (OTP) confirmation
3. Photo evidence of delivery
4. Geolocation-based validation near delivery location
5. Not all proof methods are available in all cases.
6. Responsibility transfers upon validated handoff or completed delivery confirmation under the available method.

CASH ON DELIVERY

1. Customers using cash must provide reasonably exact payment amount.
2. Delivery partners are not required to carry change beyond reasonable operational limits.

FAILED OR UNSUCCESSFUL DELIVERY

1. Failed delivery may arise from incorrect address, customer unreachability, denied access, or safety risk.
2. Multiple contact attempts may be made, but reattempt is not guaranteed.
3. Outcomes for failed delivery follow Cancellation and Refund Policies.

ITEM CONDITION, PACKAGING, AND QUALITY NOTICE

1. Restaurant partners are responsible for food preparation, sealing, ingredient accuracy, and safe packaging.
2. Delivery partners are responsible for reasonable handling in transit.
3. Users should report tampered, damaged, or missing items promptly with evidence.

ALLERGEN AND SPECIAL DIET NOTICE

1. Ingredient and allergen disclosures are provided by restaurant partners.
2. Customers with allergies or dietary restrictions should verify directly with the restaurant before ordering.

SPECIAL LOGISTICS OR SCHEDULED DISPATCH ORDERS

1. Some categories may be subject to category-specific constraints, dispatch windows, and handling requirements.
2. Additional rules may appear at checkout or partner detail pages.

PROHIBITED DELIVERY ITEMS

1. NepMeals may block transport of prohibited, unlawful, unsafe, or restricted goods.
2. Orders suspected of violating law, safety standards, or platform policy may be canceled.

FORCE MAJEURE AND SAFETY PRIORITY

1. NepMeals may pause, delay, reroute, or cancel delivery due to severe weather, civil disturbance, disasters, or systemic outage.
2. Safety of customers, partners, and public remains priority over delivery speed.

POLICY UPDATES

1. NepMeals may revise this Policy for legal, operational, logistics, and safety reasons.
2. Updated versions are published with effective metadata.

DELIVERY COMPLAINT TIMELINES

1. NepMeals aims to acknowledge delivery complaints within two (2) business days.
2. NepMeals aims to resolve routine delivery complaints within seven (7) business days and complex matters within fifteen (15) business days, subject to route verification and partner evidence.

Contact Details