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Shipping policy

This Shipping and Delivery Policy governs the delivery of orders placed on dineverse.in or our mobile application (collectively, the “Platform”). By placing an order, you agree to the terms outlined in this Policy.

Dineverse acts solely as an intermediary connecting Customers with Restaurant Partners and independent third-party Delivery Partners. We do not own, prepare, or directly deliver any food items. Delivery is facilitated through independent Delivery Partners on a principal-to-principal basis.

1. Delivery Service Overview

  • Delivery services are provided by independent Delivery Partners who are not employees or agents of Dineverse.
  • The contract for delivery is formed directly between you (the Customer) and the Delivery Partner once the order is assigned.
  • Dineverse does not provide any logistics or delivery services itself and shall not be liable for any acts, omissions, delays, or deficiencies by the Delivery Partner (including but not limited to tampering, wrong delivery, or late arrival).

2. Delivery Areas and Availability

  • Delivery is currently available in select areas within and around Pune, Maharashtra.
  • We may expand service areas from time to time. Availability is subject to real-time factors such as restaurant operations, Delivery Partner availability, and local conditions.
  • Some Restaurant Partners may offer self-delivery or pickup options.

3. Delivery Charges and Fees

Delivery charges are calculated based on multiple factors, including:

  • Distance between the restaurant and delivery address
  • Order value
  • Time of day and demand (peak hours)
  • Traffic, weather, and other conditions

Additional Fees May Apply:

  • Long-distance / Distance Fee: Additional charges for deliveries beyond a certain radius (e.g., 4–6 km or more), as determined by the platform or Delivery Partner.
  • Surge Fee / Peak Hour Fee: During high-demand periods, bad weather, or festivals, a surge fee may be applied to ensure timely service and fair compensation for Delivery Partners.
  • Platform Convenience Fee / Packaging Charges: As displayed at checkout.

All fees are clearly shown before you confirm your order. Delivery charges are non-refundable in most cases once the order is accepted and prepared.

4. Estimated Delivery Time

  • The Platform displays an estimated delivery time at the time of ordering. This is an estimate only, not a guaranteed timeline.
  • Actual delivery time depends on:
    • Restaurant preparation time
    • Traffic and road conditions
    • Weather
    • Availability of Delivery Partners
    • Any unforeseen delays
  • Dineverse uses reasonable efforts to provide accurate estimates and real-time tracking, but we do not guarantee delivery within the estimated time.
  • You will receive updates via the app, SMS, or notifications regarding order status (preparing, out for delivery, etc.).

5. Order Tracking

  • Live tracking is available for most orders once the Delivery Partner is assigned.
  • You can track the status in the “My Orders” section of the Platform.
  • Accurate delivery address and contact details (including landmark and phone number) are essential for smooth delivery.

6. Delivery Process and Customer Responsibilities

  • The Delivery Partner will attempt delivery at the address provided.
  • You (or an authorized person) must be available to receive the order.
  • If the customer is unreachable or the address is incorrect/incomplete, the order may be cancelled, and no refund may be issued (subject to our Refund and Cancellation Policy).
  • For Cash on Delivery (COD) orders, exact change is preferred. The Delivery Partner may refuse delivery if payment cannot be collected.
  • You are required to check the order upon receipt and report any issues immediately (within the time limit specified in our Refund Policy).

7. Delays and Non-Delivery

  • Dineverse is not liable for delays caused by traffic, weather, restaurant delays, road closures, or any force majeure events.
  • In case of significant delays attributable to the platform or Delivery Partner, we may offer compensation (e.g., platform credits) on a case-by-case basis at our sole discretion.
  • If an order cannot be delivered due to reasons not attributable to the customer, a full or partial refund may be processed as per our Refund and Cancellation Policy.

8. Failed or Undelivered Orders

  • If delivery fails due to customer unavailability, incorrect address, or refusal to accept, the order may be cancelled without refund, or returned to the restaurant (where feasible).
  • Repeated failed deliveries due to customer fault may result in restrictions on future orders or additional fees.

9. Changes to Delivery Policy

We reserve the right to update or modify this Shipping and Delivery Policy at any time. The revised policy will be posted on the Platform with the updated “Last Updated” date. Your continued use of the Platform after such changes constitutes acceptance of the revised policy.

10. Governing Law

This Policy shall be governed by the laws of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts in Pune, Maharashtra.

Contact Us

For any queries regarding delivery, tracking, or this Policy, please contact us:

Dineverse Solutions Private Limited 304, Lunkad Sky Station, Konark Nagar, Viman Nagar, Pune, Maharashtra 411014

Email: info@dineverse.in Phone: 7607437896