Shipping & Delivery Policy

Deelo Business Services Private Limited operates an on-demand, hyperlocal delivery platform. Orders placed through Deelo are picked up from merchants and delivered to you by independent delivery partners (“Runners”). This policy describes how delivery timelines are set and what may affect them.

Any delivery time shown at checkout or during tracking is an estimate, not a guarantee. Estimated times are calculated based on distance, order size and real-time conditions, and the actual delivery time may vary.

Delivery timelines depend on how quickly the merchant prepares and hands over your order. Items that require cooking, assembly, packing or in-store picking may take longer during busy periods, which can affect the overall delivery time.

Fulfilment also depends on the availability of Runners in your area at the time of your order. During peak hours, high-demand periods or in areas with fewer active Runners, it may take additional time to assign a Runner and complete your delivery.

Once your order is confirmed, you receive live updates through the Deelo app, including order acceptance, preparation status, Runner assignment and real-time tracking of your delivery. We encourage you to keep your contact number reachable so the Runner can coordinate with you.

Deelo is not liable for delays that are outside our reasonable control. These include, but are not limited to:

• Adverse weather conditions such as heavy rain or flooding.
• Traffic congestion, road closures or diversions.
• Public disturbances, strikes or restrictions imposed by authorities.
• Natural events and other force majeure circumstances.
• Incorrect or incomplete delivery addresses, or the customer being unreachable.

In the event of significant delays, we will keep you informed through the app and work to complete your delivery as quickly as conditions allow.

Delivery is available within serviceable areas shown in the app. Applicable delivery fees are displayed at checkout before you confirm your order and may vary based on distance, order value and demand.

If a delivery cannot be completed because you are unavailable or the address is incorrect, the Runner will attempt to contact you. Orders that remain undeliverable after reasonable attempts may be cancelled, and refund eligibility will be governed by our Refund & Cancellation Policy.

For any delivery-related queries, please contact our support team at support@deelo.in.