Terms and Conditions

1. OVERVIEW

We are committed to delivering fresh, quality meals to your doorstep in a timely and professional manner. This Food Delivery & Service Policy outlines our delivery operations, delivery times, fees, food safety standards, and service expectations. Please review this policy carefully before placing your order.

2. DELIVERY COVERAGE & AREAS

We deliver to designated service areas only. You can check delivery availability by entering your address in our app or website.

• Service areas: Only Available in Jaipur, Rajasthan - 302017, in India.
• Delivery availability subject to restaurant operating hours.
• Some restaurants may have minimum order requirements
• Orders outside delivery zones will be rejected at checkout, If confirmed the amount will be returned within 7-9 Days.

3. DELIVERY TIMES

Estimated delivery times vary by restaurant, location, and demand. Times shown during checkout are estimates, not guarantees.

Delivery charges are minimum INR 35/-.

STANDARD DELIVERY

• Estimated delivery: 30-45 minutes
• Available during restaurant operating hours
• Time may vary based on order complexity and delivery distance

PRIORITY/EXPRESS DELIVERY

• Estimated delivery: 15-30 minutes
• Available for select restaurants and orders
• Additional delivery fee applies

SCHEDULED ORDERS

• Pre-order up to 2 days in advance.
• Delivery scheduled for your specified time within ± 72 minutes
• No cancellation allowed, once the order has been placed.

4. DELIVERY FEES

Delivery fees are calculated based on:

• Distance from restaurant to delivery address
• Time of order (peak vs. off-peak hours)
• Delivery speed selected
• Current demand and traffic conditions
• Applicable taxes and service fees

All delivery fees will be clearly displayed before payment is required.

• Minimum order amounts may apply for free or reduced delivery fees
• Promo codes may reduce delivery fees
• Delivery fees are non-refundable unless order is cancelled before dispatch

5. ORDER PLACEMENT & CONFIRMATION

When you place an order:

1. You will receive an immediate order confirmation via email/app
2. The restaurant will receive and begin preparing your order
3. You will be notified when a delivery partner is assigned
4. Real-time tracking will be available for your delivery
5. You will receive a notification when your delivery arrives

6. FOOD SAFETY & QUALITY STANDARDS

We prioritize food safety and quality:

• All partner restaurants comply with local health and sanitation regulations
• Delivery partners follow strict hygiene and food handling protocols
• Orders are sealed when left at the door for security
• Allergy information and special instructions are clearly communicated to restaurants

7. ORDER ACCURACY & ISSUES

MISSING OR INCORRECT ITEMS

If your order arrives with missing or incorrect items:

1. Take a photo of the order and packaging
2. Contact our customer service within 30 minutes of delivery
3. Provide your order number and photos as evidence
4. We will issue a refund or replacement at no additional cost.

FOOD QUALITY ISSUES

If food arrives cold, damaged, or of poor quality:

1. Take photos of the food and packaging condition
2. Contact us immediately with order number and photos
3. We will investigate and proceed acordingly, as per company norms.

8. DELIVERY ADDRESS & ACCEPTANCE

ADDRESS REQUIREMENTS

You must provide a complete, accurate delivery address including:

• Street address and apartment/unit number
• Building access instructions if needed
• Contact phone number
• Special delivery instructions (gate codes, buzzer, etc.)

UNDELIVERABLE ORDERS

If we are unable to deliver due to:

• Incorrect address provided
• Inability to locate the delivery address
• Customer refusal to accept delivery

The delivery partner will attempt contact. Undelivered orders may result in forfeiture of the food and applicable charges.

• Refunds for undelivered orders will not be processed.

9. PAYMENT & PRICING

Payment must be completed before order confirmation:

• Accepted payment methods: available over the website.
• Cash payments: We do not accept cash payments for orders, available only for bulk/events.
• Prices are subject to change without notice.
• Final bill includes food, taxes, service fee, and delivery charges
• Promo codes may not be combined unless stated
• Refunds processed to original payment method within 7-9 working days.

10. CANCELLATION POLICY

Cancellation eligibility depends on order status:

• Before restaurant acceptance: Full refund available
• After restaurant starts preparing: no refund
• After delivery partner dispatch: C no refund
• After delivery:  no refund

Request cancellations through, contact customer service immediately.

11. REFUNDS

Refunds are processed for:

• Cancelled orders
• Missing or incorrect items
• Food quality issues

Refunds are issued to the original payment method within 7-9 Days. Processing times vary by payment provider.

12. DELIVERY PARTNER CONDUCT

Our delivery partners must:

• Maintain professional, respectful behavior
• Handle food safely and securely
• Deliver orders within estimated timeframe
• Follow delivery instructions and access requirements

If you experience issues with a delivery partner (unprofessional conduct, lost orders, etc.), please report it immediately to customer service with order number and details.

13. SPECIAL REQUESTS & FOOD MODIFICATIONS

We will make reasonable efforts to accommodate special requests and dietary modifications:

• Include specific instructions in the order notes
• Restaurants will try to honor requests but cannot guarantee them
• Additional charges may apply for substitutions
• For critical allergies, confirm directly with the restaurant

14. DELIVERY DELAYS

Delivery delays may occur due to factors beyond our control:

• Weather conditions
• Traffic congestion
• Restaurant preparation delays
• High order volume
• Delivery partner unavailability

Estimated times are not guaranteed. We are not responsible for delays caused by external factors. If your order is significantly delayed 1.5 hour, contact customer service to discuss options.

15. PRIVACY & DATA

Your personal and delivery information is protected under our Privacy Policy. We collect data necessary to process and deliver your orders. Your address and payment information are kept secure and used only for order fulfillment.

• Delivery partners can see your address and phone number for delivery purposes
• Your data is not shared with third parties except for delivery and payment processing

16. CUSTOMER SUPPORT

For delivery issues, order problems, or general inquiries:

• Email: support@thecitycanteen.com
• Phone: 0141-3521470
• Website: www.thecitycanteen.com
• Response times: 30-45 min

17. POLICY UPDATES

We reserve the right to update this policy at any time. Changes will be posted on our website and app. Your continued use of our services indicates acceptance of the updated policy.