Shipping Policy

1. Scope of This Shipping Policy

This Shipping Policy applies to Momo Delights website enquiries, direct customer communication, outlet-related orders, fresh food orders, frozen food supply, HoReCa/B2B supply, bulk orders, vendor or business supply transactions, and other confirmed deliveries handled by or on behalf of Momo Delights.

If an order is placed through a third-party delivery app, ordering platform, marketplace, aggregator, payment gateway or external service, delivery may also be governed by that third-party platform’s own delivery, cancellation and support policies.

2. Service Areas and Delivery Availability

Delivery or shipping availability depends on the order type, product category, location, delivery partner availability, logistics feasibility and cold-chain requirements.

Momo Delights may deliver or arrange supply for:

• Fresh food or outlet orders within available service areas
• Frozen food and packaged food supply to eligible business locations
• HoReCa/B2B supply to restaurants, cafés, hotels, cloud kitchens and food businesses
• Bulk supply, distributor, vendor or business orders based on confirmed commercial terms
• Franchise or outlet-related supply as per separate operational arrangement

Momo Delights reserves the right to accept, decline, delay or modify delivery arrangements where the location is not serviceable or the required handling conditions cannot be ensured.

3. Fresh Food, Cooked Food and Outlet Delivery

Fresh and cooked food orders are prepared for immediate consumption and are generally delivered within the applicable outlet service area or through available delivery partners.

Delivery time for fresh food may vary depending on order volume, preparation time, rider availability, traffic, weather, distance, operational conditions and third-party platform systems where applicable.

Customers should ensure that the delivery address, phone number and location details are correct and reachable at the time of order placement.

4. Frozen Food, Chilled Food and Packaged Food Shipping

Frozen, chilled and packaged food products require proper cold-chain handling, storage, transport conditions and temperature control. Shipping or delivery of such products will be arranged only where suitable logistics are available.

For frozen or chilled supply, delivery may be handled through Momo Delights, approved logistics partners, transport vendors, cold-chain partners or customer-arranged pickup, depending on the confirmed order terms.

Once frozen or chilled products are received, the buyer, receiver, outlet or business operator is responsible for immediate inspection, proper storage and continued cold-chain maintenance.

5. HoReCa, B2B, Bulk Supply and Business Shipping

For HoReCa, B2B, frozen food supply, bulk orders, vendor supply, distribution, dealership or commercial orders, delivery terms will be governed by the applicable quotation, invoice, purchase order, delivery challan, written communication or signed agreement.

Business deliveries may depend on product availability, minimum order quantity, production schedule, dispatch planning, route availability, logistics cost, cold-chain requirement and payment status.

Momo Delights may require confirmation of business details, GST details, delivery address, receiving person, unloading access, storage readiness and payment terms before dispatch.

6. Dispatch and Delivery Timelines

Delivery timelines are estimates and may vary depending on location, product type, stock, preparation time, production schedule, logistics availability and operational conditions.

Indicative timelines may include:

• Fresh food orders: as per outlet or delivery platform availability
• Local business supply: as confirmed during order finalization
• Frozen food or bulk supply: as per dispatch schedule and logistics availability
• Special, customized or large orders: as per production and commercial confirmation

Momo Delights will make reasonable efforts to meet confirmed delivery timelines, but delivery delays may occur due to traffic, weather, strikes, festivals, public restrictions, logistics disruptions, vehicle issues, third-party delays, force majeure events or circumstances beyond reasonable control.

7. Shipping Charges, Delivery Fees and Logistics Cost

Shipping charges, delivery fees, packaging charges, handling charges, cold-chain charges, loading charges or logistics costs may vary depending on order type, delivery distance, quantity, product category, packaging requirement and delivery partner.

For direct business supply, HoReCa/B2B orders, frozen food supply and bulk orders, logistics cost will be communicated through quotation, invoice, delivery terms, written communication or commercial agreement.

Third-party delivery platforms may charge separate delivery fees, platform fees, surge charges, packaging charges, cancellation charges or taxes as per their own policies.

8. Receiver Responsibility at Delivery

The customer, buyer, outlet, business receiver or authorized representative should be available to receive the order at the confirmed delivery address.

At the time of delivery, the receiver should check:

• Order quantity and product name
• Packaging condition
• Invoice, bill or delivery challan details
• Visible damage, leakage, shortage or wrong product
• Frozen or chilled product condition where applicable

Any visible issue should be reported immediately with supporting photos, videos, invoice details and delivery information. Delayed claims may not be accepted where product condition can no longer be verified.

9. Failed Delivery, Incorrect Address and Unavailable Receiver

Momo Delights is not responsible for failed delivery caused by incorrect address, incomplete location details, wrong phone number, unavailable receiver, restricted access, delayed response from customer, refusal to accept delivery or customer-side coordination issues.

Additional delivery attempts, return logistics, re-dispatch, storage charges, wastage charges or cancellation charges may apply depending on the product type and delivery arrangement.

For fresh, cooked, frozen, chilled or perishable food products, failed delivery may make the order ineligible for refund due to food safety, quality and handling concerns.

10. Pickup and Self-Collection

In some cases, Momo Delights may allow pickup or self-collection from an outlet, kitchen, dispatch point, warehouse or agreed location.

For pickup orders, the customer or business buyer is responsible for collecting the order within the confirmed time and maintaining proper handling, storage and transport conditions after pickup.

For frozen, chilled or bulk products collected by the buyer or buyer-appointed transporter, Momo Delights will not be responsible for quality issues caused after handover due to improper transport, delay, mishandling or cold-chain failure.

11. Third-Party Delivery and Logistics Partners

Momo Delights may use third-party delivery partners, logistics providers, transport vendors, cold-chain service providers, aggregators or platform partners to deliver orders.

While we may coordinate with delivery partners where applicable, Momo Delights is not responsible for delays, route changes, platform errors, rider availability, vehicle breakdowns, third-party service disruptions or other issues outside our direct control.

For orders placed through third-party platforms, customers should also contact the relevant platform’s support team for delivery, refund, tracking or cancellation-related concerns.

12. Packaging and Product Handling

Momo Delights makes reasonable efforts to pack products in a suitable manner based on product type, order quantity, delivery distance and handling requirements.

Packaging may vary depending on product category, outlet, supply model, stock availability, order size, logistics requirement and operational conditions.

For frozen food, chilled food, HoReCa/B2B and bulk supply, buyers must follow product-specific storage, handling, preparation and serving instructions after receiving the order.

13. Tracking and Delivery Communication

Tracking availability depends on the order type and delivery method. Third-party platforms may provide live tracking through their own app or website.

For direct HoReCa/B2B, frozen food, bulk supply or commercial orders, dispatch and delivery updates may be shared through phone, WhatsApp, email, invoice communication, logistics partner details or other agreed communication channels.

14. Policy Updates

Momo Delights may update this Shipping Policy from time to time to reflect changes in our delivery model, service areas, logistics partners, product categories, cold-chain process, business operations, legal requirements or operational practices.

The updated version will be posted on this page with a revised “Last Updated” date. Continued use of our website, services or business communication after updates means you accept the revised Shipping Policy.