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Delivery Policy

Last Updated: 27 July, 2025

At Campus Eats, we strive to ensure every order reaches you quickly, safely, and conveniently. This Delivery Policy explains how deliveries are handled, user and outlet responsibilities, delivery fees, standards, and processes for handling exceptions.

1. Delivery Staffing & Responsibility

  • Current Model: All deliveries are currently handled exclusively by the food outlet's own staff. Campus Eats monitors compliance but does not directly employ delivery personnel at this stage.
  • Future Model: Campus Eats may, in the future, deploy its own dedicated delivery team.
  • Outlet-Managed Delivery: Outlets may continue to use their own delivery staff, provided they meet Campus Eats' delivery and conduct standards. Deliveries are managed, tracked, and monitored via the Campus Eats platform.

2. Delivery Area and Limitations

  • Within Campus Only: Deliveries are exclusively available within the boundaries of the college campus.
  • No Distance Restrictions: There is no minimum or maximum distance limitation within the campus.

3. Delivery Fees

  • Set by Outlets: Each outlet sets its own delivery fee, which may be free, flat, or variable.
  • Fee Split: The fee is shared between the outlet and Campus Eats as per the vendor agreement.
  • Fee Disclosure: Users see the delivery fee before order confirmation.

4. Order Preparation & Packaging

  • Responsibility: Outlets are responsible for preparing and hygienically packaging all orders.
  • Packaging Standards: Campus Eats monitors for adherence to food safety and spill prevention.
  • Notifications: Users are notified when their order is out for delivery, via push and WhatsApp notifications.

5. Delivery Timeframe and Restrictions

  • Standard Time: Delivery is typically 10-40 minutes after the order is marked "ready."
  • Events & Special Hours: The college may restrict delivery during certain campus events or exams. Users will be notified of any blackout periods.

6. Late or Failed Deliveries

  • Late Delivery (Outlet-Managed): If an outlet regularly delivers late, Campus Eats may take corrective action, including warnings, penalties, or investigation of complaints.
  • Late Delivery (Campus Eats-Managed, Future): When Campus Eats manages delivery, delays are handled and compensated as per Campus Eats' policies.
  • Failed Delivery/Recipient Not Present: If the user is not present:
    • The delivery person will attempt to call and wait briefly.
    • If still uncollected, the order may be returned or left at a designated pick-up point with user notification.
    • Refunds are not guaranteed if the failure is due to the recipient's absence.
  • Reporting: Issues can be reported through in-app support, phone, or email.

7. Delivery Verification & Order Handover

  • Verification: The recipient must show or provide the one-time code from the Campus Eats app to receive the order.
  • Unverified Handover: If the user is unreachable or has no code, the failed delivery protocol applies.

8. Contactless Delivery

  • Option Available: Contactless delivery can be selected at checkout. Orders are left at a safe location, with notification sent to the user.
  • Collection Window: Orders should be collected within 15 minutes. Campus Eats or the outlet is not responsible for loss after this period.
  • Health & Safety: Strict hygiene protocols are observed in all deliveries.

9. Special Instructions & Allergy Disclosures

  • Instructions: Users can add delivery instructions or pick-up details at checkout.
  • Allergies: Users may specify allergies; outlets are required to follow instructions and label allergen-free orders as appropriate.

10. Disputes, Complaints, and Support

  • Reporting: Any delivery issues should be reported via the app, email (contact@campuseats.in), or phone (+91 77176-50277).
  • Resolution: Campus Eats and the outlet will investigate and resolve complaints. Remedies may include refunds, promo credits, or compensation, as per the Refund Policy.
  • Escalation: Unresolved issues may be escalated per the Campus Eats dispute process.

11. Amendments & Contact

By using Campus Eats, all users and vendors agree to this Delivery Policy in conjunction with the Terms of Service, Refund Policy, and Vendor Agreement.