Shipping & Delivery Policy

1. Service Area & Coverage

1.1 Current Delivery Zones

Doodh & Co currently provides untouched, single-origin milk delivery services exclusively in the following cities:

1.2 Outside Service Area

We do not currently deliver outside Pune and Mumbai. Orders placed with addresses outside our service zones will be:

• Automatically rejected during checkout (pincode validation)
• Refunded within 3-5 business days if payment was processed
• Notified via email/SMS about service unavailability

1.3 Coverage Verification

Before placing your first order:

1. Enter your complete delivery address during registration
2. System will automatically verify pincode serviceability
3. If serviceable, you can proceed with subscription
4. If not serviceable, you'll be notified and can join our waitlist for future expansion

1.4 Delivery Rights & Discretion

Doodh & Co reserves the right to:

• Refuse delivery to certain addresses due to safety, accessibility, or operational constraints
• Temporarily suspend deliveries in specific areas due to unforeseen circumstances
• Modify service areas without prior notice
• Request additional delivery charges for difficult-to-access locations (communicated upfront)

2. Delivery Schedule & Timings

2.1 Standard Delivery Time Slots

We offer two daily delivery slots for fresh milk delivery:

2.2 Farm-to-Doorstep Timeline

Our untouched milk delivery follows a strict timeline to ensure maximum freshness:

2.3 First Delivery Timeline

When you subscribe to Doodh & Co:

• Subscription placed before 11:00 PM: First delivery starts next day morning (if area is serviceable)
• Subscription placed after 11:00 PM: First delivery starts day after tomorrow
• New service areas: May take 1-2 additional days to set up delivery route
• Weekend subscriptions: No delay - deliveries operate all 7 days

You will receive SMS and email confirmation with your first delivery date and time slot.

2.4 Delivery Frequency Options

Customize your delivery schedule based on your consumption needs:

• Daily (7 days/week): Best value - never run out of milk
• Alternate days: Mon-Wed-Fri-Sun rotation
• Weekdays only: Monday to Friday deliveries
• Weekends only: Saturday and Sunday deliveries
• Custom schedule: Select specific days (e.g., Mon, Wed, Sat)
• Every 3rd day: For smaller consumption needs

You can change your delivery frequency anytime through your account settings with 24-hour notice.

2.5 Order Cutoff Time

To ensure fresh milk preparation and delivery:

• For morning delivery: Order/modify by 11:00 PM previous day
• For evening delivery: Order/modify by 11:00 AM same day
• Subscription changes: Require 24-hour advance notice
• Quantity changes: Update by cutoff time for next delivery

3. Delivery Process & Quality Assurance

3.1 Contactless Delivery Protocol

All deliveries are 100% contactless for your safety and convenience:

No signature required. No cash on delivery. Completely touch-free process.

3.2 Sealed Container System

Every milk container is sealed using our automated systems at the farm, ensuring the highest quality:

• Zero human contact: Milk never touched by hands throughout the entire process
• Tamper-evident seals: Easy to identify if container has been opened or compromised
• Complete traceability: Each container has unique QR code linking to farm batch
• Quality tested: Every batch undergoes automated quality and bacteria count testing
• Temperature controlled: Maintained at 2-4°C from processing to delivery

3.3 Temperature Control & Packaging

We maintain strict cold chain to preserve milk freshness:

• Insulated delivery bags: Temperature-controlled bags maintain 2-4°C for up to 4 hours
• Ice packs: Additional cooling during summer months
• Refrigerated vehicles: For longer routes and bulk deliveries
• Time-sensitive delivery: Maximum 2 hours from cold storage to doorstep

Important: Please refrigerate milk within 1 hour of delivery to maintain quality. We are not responsible for quality issues if milk is not refrigerated promptly.

3.4 Delivery Instructions & Preferences

Customize your delivery experience by providing specific instructions:

• Placement location: Doorstep, gate, mailroom, security desk, milk box
• Access information: Gate codes, building number, floor details, society name
• Contact preferences: Ring bell/knock, call on arrival, or silent delivery
• Security protocols: ID verification requirements, permission notes for gated communities
• Alternate person: Neighbor, security guard, or family member can receive on your behalf

Update delivery instructions anytime through your account dashboard or mobile app.

3.5 Delivery Notification System

Stay informed at every step:

• Day before: Reminder SMS about tomorrow's delivery
• Morning of delivery: "Out for delivery" notification
• Upon delivery: Instant "Delivered" confirmation with photo proof
• In-app tracking: Real-time delivery executive location (coming soon)

3.6 Delivery Attempt & Re-delivery

If delivery cannot be completed:

• First attempt: Delivery executive will try to contact you via phone
• If unreachable: Milk will be left at safest available location (gate/security)
• Photo proof: Taken to show where milk was placed
• Re-delivery: Not available for same day; report non-receipt within 24 hours for refund/credit
• Address issues: If address is wrong/incomplete, delivery may be cancelled (no refund)

4. Delivery Charges & Fees

4.1 Subscription-Based Delivery Charges

Our delivery charges are designed to reward loyal subscribers:

💡 Pro Tip: Save money by choosing monthly subscriptions - you'll get FREE delivery and lower per-liter prices!

4.2 Minimum Order Value

• Subscriptions: No minimum order value
• Single orders: Minimum ₹100 order value required
• Orders below minimum: Additional ₹20 surcharge applies

4.3 Special Location Charges

Additional charges may apply for specific locations:

• Remote/outlying areas: ₹10-30 extra (notified during address verification)
• High-rise buildings (above 15th floor): ₹10 extra (elevator delays)
• Gated communities with restricted access: ₹15 extra (security procedures)
• Industrial/commercial complexes: May require special arrangements

All additional charges are communicated upfront during address setup. You'll see the final delivery fee before confirming your subscription.

4.4 Packaging & Container Charges

We offer multiple packaging options:

4.5 Payment & Invoicing

• Subscription payment: Charged upfront at start of billing cycle
• Delivery charges: Included in subscription payment
• Invoice: Digital invoice sent via email after each payment
• GST: All prices inclusive of applicable taxes
• Payment methods: UPI, Credit/Debit Card, Net Banking, Digital Wallets

4.6 Transparency Promise

5. Vacation Holds & Pauses

5.1 Temporary Pause

You can pause your subscription at any time through your account or by contacting customer support. Minimum notice required: 24 hours before the next scheduled delivery.

5.2 Vacation Mode

Going on vacation? Set your account to vacation mode and we'll automatically pause deliveries for your specified dates. Your subscription will resume automatically on your return date.

5.3 Skip Delivery

Need to skip a single delivery? You can skip individual deliveries up to 24 hours before the scheduled time through your account dashboard or mobile app.

6. Cancellation Policy

6.1 Subscription Cancellation

You may cancel your subscription at any time. Cancellations can be done through:

• Your account dashboard (instant cancellation)
• Mobile app (instant cancellation)
• Customer support at marketing@doodhandco.com

Important: Cancellations must be submitted at least 24 hours before your next scheduled delivery to avoid being charged for that delivery. Cancellations take effect immediately, and you will not be charged for future deliveries.

6.2 Pre-Paid Subscription Cancellation

If you have paid for a monthly or multi-month subscription:

• You can cancel anytime, but no refund will be provided for unused days in the current billing period
• Service will continue until the end of your paid period
• Auto-renewal will be stopped to prevent future charges
• For special circumstances (medical, relocation, etc.), contact customer support for case-by-case review

6.3 Single Order Cancellation

Single (one-time) orders can be cancelled:

• Free cancellation: Up to 12 hours before scheduled delivery time
• Partial cancellation fee (50%): 6-12 hours before delivery
• No cancellation: Less than 6 hours before delivery (order cannot be cancelled)

6.4 How to Request Cancellation

7. Refund Policy

7.1 Quality Issues - Immediate Refund/Replacement

If you receive milk that is:

• Spoiled or has unusual odor/taste
• Container is damaged or leaking
• Seal appears tampered with or broken
• Incorrect quantity delivered
• Wrong product delivered

Action Required: Contact us immediately at marketing@doodhandco.com or through the app within 24 hours of delivery. Please provide a photo of the product if possible.

Resolution: We will provide either:

• Free replacement delivery within 24 hours
• Full refund to your original payment method
• Credit to your account wallet for future purchases

7.2 Non-Delivery Refund

If your scheduled delivery is not received, please notify us within 24 hours. We will either:

• Provide same-day replacement delivery (if reported before 12 PM)
• Issue a full refund for that delivery
• Credit the amount to your account wallet or next billing cycle

7.3 Subscription Refund

For pre-paid subscriptions that you wish to cancel:

• No refund for unused days in the current billing period (as per section 6.2)
• Wallet credit option: Request to convert remaining balance to account wallet credit (no expiry)
• Exception cases: Medical emergencies, permanent relocation outside service area - contact support

7.4 Refund Methods & Processing

7.5 How to Request a Refund

To request a refund:

1. Contact customer support at marketing@doodhandco.com or through the app
2. Provide order number, issue description, and photos (if applicable)
3. Choose refund method (bank refund or wallet credit)
4. For bank refunds, provide your bank account details
5. Receive confirmation email with refund tracking ID

7.6 Refund Timeline

• Wallet credit: Within 2 hours of approval
• UPI refunds: 3-5 business days
• Card refunds: 5-7 business days
• Bank transfer: 7-10 business days

Note: Bank processing times may vary. Contact your bank if refund is not received within the stated timeline.

7.7 Non-Refundable Situations

Refunds will NOT be provided for:

• Incorrect delivery address provided by customer (delivery fee will be charged for re-delivery)
• Customer unavailable to receive contactless delivery and milk was left at specified location
• Milk quality deterioration due to customer not refrigerating after delivery
• Subscription days/deliveries already completed and utilized
• Cancellation requests made after delivery is completed
• Change of mind after accepting delivery without quality issues
• Promotional or discounted subscriptions (non-refundable, as stated at purchase)

7.8 Refund Approval Process

All refund requests are reviewed within 24-48 hours. Our team may:

• Request additional information or photos
• Contact you for clarification
• Approve, partially approve, or decline based on our policy
• Offer alternative resolution (replacement, credit, discount on next order)

8. Missed Deliveries

If you're not available to receive the delivery, our contactless delivery process ensures your milk is safely placed at your specified location. However:

• Ensure someone is available to retrieve the milk within 1 hour of delivery
• We are not responsible for milk quality if not refrigerated promptly after delivery
• For security concerns, provide alternative delivery instructions in your account

9. Weather & Force Majeure

In case of extreme weather conditions, natural disasters, or other force majeure events that prevent safe delivery, we reserve the right to:

• Delay deliveries until conditions improve
• Adjust delivery schedules temporarily
• Provide full refund or credit for affected deliveries

We will notify you via SMS/email/app notification about any schedule changes.

10. Container Return Policy

If you receive milk in reusable glass bottles:

• Rinse empty bottles and keep them ready for collection
• Our delivery personnel will collect empty bottles during next delivery
• Deposit charges (if applicable) will be refunded upon bottle return
• Damaged or lost bottles may incur replacement charges

11. Customer Support

For any delivery-related issues, cancellations, or refund requests, please contact us:

12. Changes to Policy

We reserve the right to modify this Shipping & Delivery Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the modified policy.