Shipping & Delivery Policy

• Delivery — a rider from our delivery partner collects the order from the restaurant and brings it to the address you entered.
• Takeaway — you collect the order from the restaurant yourself. No delivery fee applies.
• Dine-in — you order at the table and are served there, where the restaurant offers it.

Each restaurant chooses which of these it offers, and may switch any of them off — for example when the kitchen is at capacity. Only the options available at the time appear at checkout.

Delivery is hyperlocal. Each restaurant sets the radius it will serve — commonly around 5 km from the restaurant, sometimes less.

• Your address is checked at checkout, before you pay. If it falls outside the restaurant’s serviceable area, the checkout will say so and no payment is taken.
• Give a complete address with a landmark, and a phone number that will be answered. A rider who cannot find the address or reach you cannot complete the delivery.

A delivery order is prepared and then carried, so the total is preparation time plus travel time.

• Preparation — typically around 30 minutes, depending on the restaurant and what you ordered.
• Travel — depends on the distance and the traffic at that moment.
• All timings are estimates, not guarantees. Peak hours, weather, road conditions, festivals and rider availability all affect them.

You can follow your order’s progress — accepted, preparing, ready, out for delivery, delivered — on the order tracking page linked from your order confirmation.

Orders can only be placed while the restaurant is open, and each restaurant sets its own opening hours. A restaurant may also pause new orders temporarily when its kitchen is overloaded. In both cases the storefront will tell you, and you will not be able to place an order.

• The delivery fee is quoted for your specific address by our delivery partner at checkout, based on the distance. Any figure shown before you enter an address is an estimate and is never what you are charged.
• The final fee is shown in the order summary, before payment. There are no charges added afterwards.
• Takeaway and dine-in orders carry no delivery fee.
• All orders are prepaid. Riders do not collect cash and cannot accept payment at the door.

• Please be reachable on the number you gave. The rider may call you on arrival.
• Check the order when it arrives. Anything missing or wrong is far easier to resolve immediately than the next day.
• Where a building does not allow riders past the gate or the lobby, you may need to collect the order there.

• If the order cannot be delivered because of us — no rider could be assigned, or the order was never dispatched — you receive a full refund.
• If the delivery fails for a reason at your end — the address was wrong or incomplete, or nobody could be reached after reasonable attempts — the food has been cooked and cannot be resold, so a refund is not normally due.
• If the order is late but delivered, it is not by itself grounds for a refund. If it arrives in an unacceptable condition, raise it straight away.

The full picture is in the Refund & Cancellation Policy.

The restaurant prepares and packs the order and is responsible for the food. The delivery partner carries it and is responsible for the journey. Nerugo operates the Platform that connects them and keeps you informed. Where a delivery goes wrong, write to us and we will pursue it with whichever of them is responsible.

For a live order, call the restaurant on the number on your order — it is the fastest route. For anything else, write to goutham@pagix.in with your order number.