The Tails Kitchen – Shipping Policy

Operated by: Waggly Meals LLP

1) Serviceable Areas

• We currently deliver within Pune municipal limits across select PIN codes.
• To check availability, enter your PIN code on the product/checkout page.
• If your address is found non-serviceable after order placement, the order will be auto-cancelled and fully refunded to the original payment method within 3–7 business days.

2) Delivery Windows & Turnaround Time

• Order processing: Fresh meals are cooked daily.
• Cut-off time: Orders placed by 14:00 hours [2:00 pm] are targeted for same-day delivery between [5:00 PM–7:00 PM]; orders after cut-off move to the next available slot.
• Subscriptions: Delivered as per your chosen schedule (e.g., daily/alternate days/weekly) in fixed slots [Evening: 5:00 PM –7:00 PM].
• Delivery timelines are indicative; unforeseen delays may occur (see Section 8).

3) Shipping Fees

• Within serviceable PIN codes: delivery or Free.
• Subscription plans may include bundled/free delivery as displayed at checkout.
• Any delivery fee applicable will be shown before payment.

4) Packaging & Food Safety

• Meals are sealed and labelled with cook date, ingredient list, and batch code.
• We use food-grade, tamper-evident packaging.
• For best quality, refrigerate within 3 hour of delivery if not consumed immediately.

5) Delivery Attempts & Customer Availability

• Our rider will attempt delivery at your provided address/slot and may contact you via call/SMS/WhatsApp.
• If unreachable or the premises are closed, we may:
  1. Leave the order with security/neighbour with your consent, or
  2. Mark the order as undeliverable.
• Perishables cannot be returned to the kitchen; no refund is eligible for missed deliveries due to customer unavailability/wrong address.

6) Address Changes

• Address or slot changes are accepted until 15:00 hrs (3:00 pm) before your scheduled delivery by contacting support (Section 11). Post cut-off, changes may not be possible.

7) Proof of Delivery

• Delivery is confirmed via OTP, photo-proof, or signature as available.
• Once marked delivered, risk passes to the customer.

8) Delays & Force Majeure

• While we aim to deliver on time, delays may occur due to weather, traffic disruptions, festivals/public holidays, civic restrictions, strikes, containment zones, or other force-majeure events.
• In such cases, we may reschedule the delivery. Refunds are not issued for delays arising from these unavoidable circumstances.

9) Third-Party Delivery Partners

• Deliveries may be fulfilled by our in-house fleet or trusted third-party logistics partners. Tracking/ETA updates will be shared when available.

10) Damaged/Incorrect Items on Arrival

• If your order arrives leaking, tampered, or incorrect, contact us within 2 hours of delivery with order ID and clear photos/video.
• After verification, we will replace the item at the earliest possible slot or issue a refund/credit to the original payment method/wallet as applicable.
• Claims raised beyond 2 hours, or with packaging consumed/disposed without proof, may not be eligible due to the perishable nature of our products.

11) Support & Contact

• Customer Care:
  +91-91120-45566 (10:00 AM–7:00 PM, Mon–Sun)
• Email: bhow@thetailskitchen.in

12) Payments & Taxes

• We accept only prepaid payments via major cards, UPI, net-banking, and wallets.
• All prices are inclusive of taxes as shown at checkout. Tax invoice is provided with each order.

13) Cancellations (Shipping-related)

• One-time orders: Cancel up to 14:00 hrs (2:00 pm) before your slot for a full refund. Post this window, food is already in prep and cannot be cancelled/refunded.
• Subscriptions: You may pause/skip a delivery up to 14:00 hrs (2:00 pm) before the slot via your account or by contacting support. Unused days are credited/extended as per your plan terms.

14) Returns

• Due to the perishable nature of fresh food, we do not accept returns once an order is delivered.

15) Non-Delivery & Refunds

• If we are unable to deliver due to our fault (kitchen/operational issues), you are entitled to a full refund to the original payment method within 3–7 business days or an equivalent store credit, at your choice.

16) Policy Updates

• Waggly Meals LLP may update this Shipping Policy from time to time. The latest version will always be available on this page and is effective upon posting.