Shipping & Delivery Policy

1. Where We Deliver

We currently deliver only to addresses within 2 km of the KSRTC bus stand in Hunsur, Mysuru District, Karnataka. The pincodes we serve there are 571105 (Hunsur) and 571134 (Kalkunike).

• The app checks the exact location of your delivery address and shows you the delivery area on a map. An address outside it cannot be served, even if its pincode is listed here.
• The app checks whether we deliver to an address before you place an order.
• If we do not deliver to your address yet, the app will not let you place an order for it.
• We plan to reach more of the area around Hunsur; this page will be updated when we do.

2. After You Order

• You can follow your order’s progress in the app from the moment it is placed.
• A kitchen may decline an order it cannot prepare, for example when it has run out of an item; if that happens we tell you in the app and you pay nothing.
• The store packs groceries; the kitchen prepares food. A delivery partner then collects the order and brings it to you.
• We send you updates by notification or SMS as the order moves.

3. Delivery Times

Delivery times are estimates, not guarantees. They can change with traffic, weather, the size of the order, public holidays and events beyond our control. If an order is going to be much later than shown, we will try to tell you in the app.

4. Delivery Charges

• Where a delivery fee applies, it is shown at checkout before you place the order. It depends on the distance from the store or kitchen to your address.
• Any offer that reduces or waives the delivery fee is shown at checkout when it applies.
• There are no hidden charges: the total at checkout is what you pay at the door.

5. At Your Door

• Make sure your address and map pin are accurate, and keep your phone reachable so the delivery partner can find you.
• Paying: pay the amount shown in the app, in cash to the delivery partner or, where the app offers it, by UPI into wilzo’s own bank account as shown in the app. Never pay into a delivery partner’s personal UPI ID, wallet or QR code: that is not a payment to wilzo.
• Proof of delivery: the delivery partner may take a photo of your doorstep or the handed-over order as proof of delivery. The photo is deleted 90 days after the delivery is closed.
• Check your order: please check it at the door. If anything is damaged, wrong, missing or past its expiry date, see our Refund & Cancellation Policy.

6. When a Delivery Cannot Be Made

A delivery may fail if nobody is available to receive it, the address or pin is wrong, or the order is refused without a valid reason. We will try to contact you to re-attempt the delivery where we can. If we cannot deliver, the order is cancelled, and because you pay at the door you are not charged for it. Repeated failed deliveries may lead us to limit ordering from your account.

7. Changing the Delivery Address

Contact Support to change the address before the store or kitchen starts preparing your order. After that, the address usually cannot be changed, because the order has been prepared for delivery there.

8. Risk and Ownership

Goods and food are at the seller’s risk until they are handed to you, and become yours on delivery. Please raise any damage, shortage or wrong item at delivery or within the time set out in our Refund & Cancellation Policy.

9. Invoices

A tax invoice or bill is issued for your order as GST law requires. You can ask for it through Support in the app or at support@wilzo.in. Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

10. Changes to This Policy

We may update this policy from time to time. The revised version will be posted on this page with a new date.

11. Contact Us

If you have a question about this Shipping & Delivery Policy, contact us: