Grozo Delivery Policy

1. Delivery Timelines

• Rapid Delivery: We aim to deliver within 10-60 minutes. However, "minutes" is an estimate, not a legal guarantee.
• Variable Factors: Delivery times may fluctuate based on traffic and weather conditions (for example, heavy rain), distance from our nearest dark store or partner restaurant, and peak hour surges.
• Safety First: Our riders are instructed never to break traffic laws or exceed speed limits to meet a deadline.

2. Delivery Fees & Charges

• Base Fee: A standard delivery fee applies to all orders unless specified otherwise.
• Free Delivery: Orders above Rs 99 may qualify for free delivery.
• Surge Pricing: During periods of high demand or extreme weather, a small surge fee may be applied to ensure we can keep enough riders on the road.
• Handling/Small Order Fee: Orders below a certain value may incur a small order handling fee.

3. Order Tracking

Once your order is confirmed, you can track your Grozo partner in real-time via the app's GPS map.

You will receive notifications at three stages: Order Picked Up, Rider Nearby, and Delivered.

4. Delivery Protocol

• Contactless Delivery: By default, riders will leave orders at your doorstep or with security if requested via the app.
• Verification: For high-value items or restricted goods, a secure OTP (One-Time Password) may be required to complete the delivery.
• Wait Time: Our riders will wait at the delivery location for a maximum of 5 minutes. If you are unreachable after multiple attempts, the order may be cancelled without a refund to cover the cost of perishables.
• Zero Tolerance for Harassment: Grozo has a strict zero-tolerance policy for abuse, harassment, or threats against delivery partners. Accounts may be suspended or terminated for violations.

5. Product Integrity & Returns

• Freshness Guarantee: We use insulated bags to keep groceries cold and food hot.
• Damaged Items: If an item is damaged or missing upon delivery, please report it through the Help section of the Grozo app within 15 minutes of delivery for a refund or replacement.
• Returns: Due to the nature of rapid delivery and food safety, we cannot accept returns for perishable items (milk, meat, hot food) once delivery is successfully completed.

6. Delivery Areas

Grozo currently operates in designated zones. If your location is outside our active zone, you will be notified before you can place an order. We are constantly expanding.