SHIPPING & DELIVERY POLICY
APNASEHER PRIVATE LIMITED
Registered Office: 100ft Road, Anand, Gujarat – 388001, India
Corporate Identity Number: U63120GJ2026PTC176253
Support Email: support@apnaseher.com
Support Phone: +91 7861889625
Website: https://apnaseher.com
Effective Date: 21/04/2026
Last Updated: 21/04/2026
1. INTRODUCTION
This Shipping & Delivery Policy ("Policy") governs the shipping and
delivery of products ordered through the online marketplace platform at
https://apnaseher.com and its corresponding mobile application
(collectively, the "Platform"), operated by Apnaseher Private Limited
("Apnaseher", "we", "us", or "our").
Apnaseher is an intermediary technology platform that connects users
("you", "your", "Customer") with independent third-party vendors,
including but not limited to restaurants, grocery stores, pharmacies,
sweet shops, bakeries, retailers, vehicle rental operators, building
material suppliers, and other service providers ("Vendors"), and with
independent third-party delivery partners ("Delivery Partners").
Apnaseher does not own, manufacture, store, sell, package, or directly
deliver any products. All orders are fulfilled by the respective Vendors
and delivered by the Delivery Partners.
By placing an order on the Platform, you expressly agree to be bound by
the terms and conditions of this Policy. We reserve the right to amend
this Policy at any time without prior notice. Any amendments shall be
effective immediately upon posting on the Platform. Your continued use
of the Platform after such posting shall constitute your acceptance of
the amended Policy.
2. DEFINITIONS
2.1. "Order" shall mean a confirmed request for the purchase of products
or services placed by a Customer through the Platform.
2.2. "Delivery Partner" shall mean an independent third-party contractor
engaged in the business of providing delivery and logistics services,
connected with Users and Vendors through the Platform to fulfil Orders.
2.3. "Vendor" shall mean any restaurant, grocery store, pharmacy, sweet
shop, bakery, retailer, vehicle rental operator, building material
supplier, or other third-party seller registered on the Platform.
2.4. "Parcel" shall mean any package, document, or consignment submitted
by a Customer for delivery via the Platform's Parcel Delivery module.
2.5. "Rental Vehicle" shall mean any vehicle listed by a Vendor under the
Vehicle Rental module and made available for hire through the Platform.
2.6. "Serviceable Area" shall mean the geographic zones within which
Apnaseher's delivery services are available, as determined by pin codes
and indicated on the Platform from time to time.
2.7. "Force Majeure Event" shall mean any event or circumstance beyond
the reasonable control of Apnaseher, the Vendor, or the Delivery Partner,
including but not limited to acts of God, war, terrorism, riots, civil
unrest, strikes, lockouts, pandemics, epidemics, government-imposed
restrictions, or severe weather conditions.
3. DELIVERY COVERAGE
3.1. Serviceable Areas
Our services are currently available within specific geographic zones
in and around Anand, Gujarat, as indicated on the Platform at the time
of placing an order. The Serviceable Area is defined by pin codes and
may be updated from time to time at our sole discretion. Apnaseher
reserves the right to expand or restrict the Serviceable Area without
prior notice.
3.2. Order Acceptance
We will only accept and process orders that are to be delivered within
our active Serviceable Areas. The availability of a Vendor or product
for delivery to your location is contingent upon the Vendor's operational
area and the availability of Delivery Partners at the time of placing
the order.
4. DELIVERY TIMELINES
4.1. Estimated Timelines
The delivery timelines provided on the Platform are estimates only and
are not guaranteed. Timelines commence from the moment the Vendor
confirms the order is ready for dispatch. Actual delivery times may vary
due to factors beyond our reasonable control, including traffic, weather,
order volume, and Vendor preparation time.
4.2. Module-wise Estimated Delivery Timelines
a. Food, Sweets & Bakery:
Approximately 20 to 60 minutes from order acceptance.
b. Grocery & Kirana:
Same-day delivery, typically within 2 to 4 hours, or as per pre-
scheduled delivery slots selected by you at checkout.
c. Pharmacy / Medicines:
Same-day delivery, typically within 2 to 4 hours, subject to
prescription verification requirements where applicable.
d. Shop (Retail Products):
Timelines are determined by the Vendor's dispatch schedule, generally
ranging from 1 to 24 hours.
e. Parcel Delivery:
Dependent on distance and logistical factors, typically ranging from
1 to 4 hours for hyperlocal deliveries within the Serviceable Area.
A tracking ID will be generated and shared with you upon dispatch.
f. Vehicle Rental:
The Rental Vehicle will be dispatched to your designated pickup
location as per the confirmed booking time. Estimated arrival time
will be indicated on the booking confirmation screen. Upon arrival,
the Delivery Partner will mark the status as "Ride Arrived" on the
Platform, and your rental period commences from that point.
g. Building Materials (Heavy / Bulk Items):
Typically delivered within 4 to 48 hours, subject to item size,
weight, vehicle availability, and the Vendor's logistics. A tracking
ID will be shared with you upon dispatch for manual tracking.
4.3. No Liability for Delays
Apnaseher shall not be held liable for any delay or failure to deliver
an order within the estimated timelines. Real-time tracking, where
available, is provided for your convenience through the Platform.
5. DELIVERY CHARGES
5.1. Calculation
Delivery charges are dynamic and calculated at the checkout page before
you make the payment. The charges are determined based on a combination
of the following factors:
a. Total distance from the Vendor's location to the delivery address.
b. Total value of the order.
c. Weight, volume, and dimensions of the order, particularly for Parcel
and Building Material categories.
d. Applicable surge pricing during peak hours, high demand, or adverse
weather conditions.
e. The type of vehicle required for the delivery.
5.2. Free Delivery
We may, at our discretion, offer free delivery for orders exceeding a
certain value, subject to specific promotions, Vendor terms, and
serviceability. Any such offer will be clearly indicated at checkout.
5.3. Additional Charges
Additional charges such as handling fees for heavy items, special
packaging charges, or tolls may be applicable and will be displayed on
the checkout page prior to payment confirmation. All charges are
collected by Apnaseher on behalf of the Vendors and/or Delivery Partners.
5.4. Non-Refundable Delivery Charges
Delivery charges are non-refundable where a Delivery Partner has been
assigned and has commenced travel towards the Vendor or the delivery
address, unless the order is cancelled by Apnaseher or the Vendor under
Section 9 of this Policy.
6. ORDER PROCESSING & DISPATCH
6.1. Vendor Responsibility
The respective Vendor is solely responsible for accepting, preparing,
packaging, and confirming the order for dispatch in a timely and
compliant manner. Apnaseher does not handle, inspect, or take possession
of any products at any stage.
6.2. Dispatch Initiation
A Delivery Partner is assigned only after the Vendor confirms that the
order is ready for pickup. The estimated delivery timeline begins from
the point of dispatch confirmation.
6.3. Status Updates
You will receive real-time notifications regarding the status of your
order, including order confirmation, preparation, dispatch, out for
delivery, and delivery confirmed, through push notifications, SMS, and
the Platform. Communication between you and the Delivery Partner is
facilitated through a call masking service to protect the privacy of
both parties. Neither you nor the Delivery Partner will see the other's
actual mobile number during any call made through the Platform.
6.4. Tracking
For all modules where real-time tracking is enabled, you may track your
order through the 'My Orders' section of the Platform. For Building
Materials and Parcel Delivery, a tracking ID will be generated and shared
with you upon dispatch, allowing you to track the status of your delivery.
7. MODULE-SPECIFIC DELIVERY TERMS
7.1. Food, Sweets & Bakery
Delivery is time-critical. Once the order is dispatched, please ensure
you are available to receive it promptly. Food items cannot be re-
delivered and the delivery charge will not be refunded if delivery fails
due to reasons attributable to you.
7.2. Grocery & Kirana
For orders with multiple items, partial fulfilment may occur where one
or more items are unavailable at the time of dispatch. You will be
notified of any such changes, and a proportionate refund for unfulfilled
items will be processed in accordance with the Refund, Cancellation &
Return Policy.
7.3. Pharmacy / Medicines
Medicines will be delivered in sealed packaging by the Vendor. For
prescription medicines, the Vendor may require you to present the
original prescription at the time of delivery. Failure to produce a
valid prescription where required may result in non-delivery, and
delivery charges will not be refunded in such cases.
7.4. Shop (Retail Products)
Delivery timelines are subject to the individual Vendor's dispatch
schedule, which will be indicated on the product page. For fragile or
high-value items, you are advised to inspect the packaging at the time
of delivery before signing acknowledgement of receipt.
7.5. Parcel Delivery
a. A unique tracking ID will be generated and shared with both the
sender and the recipient upon dispatch.
b. Delivery is deemed complete upon the Delivery Partner marking the
Order as "Delivered" on the Platform.
c. If the recipient is unavailable, the Delivery Partner will make
reasonable attempts to contact the recipient using the masked number
provided. If delivery cannot be completed after reasonable attempts,
the Parcel will be returned to the sender.
d. Apnaseher assumes no liability for the value of the Parcel's contents.
Customers are strongly advised not to send high-value, fragile, or
irreplaceable items without obtaining independent insurance.
e. The following items are prohibited from being sent via the Parcel
Delivery module: narcotics or controlled substances; explosives or
hazardous materials; weapons or ammunition; counterfeit goods; or any
item banned under Applicable Law.
7.6. Vehicle Rental
a. The Rental Vehicle will be dispatched to your designated pickup
location as per the confirmed booking time.
b. Upon arrival, the Delivery Partner will mark the status as "Ride
Arrived" on the Platform. Your rental period commences from the time
of this status update or your confirmed pickup time, whichever is
earlier.
c. You must hold a valid driving licence for the category of vehicle
booked and must be in a fit condition to operate the vehicle at the
time of collection.
d. You are responsible for inspecting the Rental Vehicle for any pre-
existing damage before commencing use and reporting it to the Delivery
Partner immediately. Failure to do so may result in you being held
liable for pre-existing damage.
e. The Rental Vehicle must be returned to the Vendor or agreed drop-off
point as per the booking terms.
7.7. Building Materials
a. For heavy, bulky, or large-volume orders, specific vehicle types such
as mini-trucks or tempos may be assigned. The vehicle type will be
communicated at the time of order confirmation.
b. Delivery is typically made to the ground floor or the nearest
accessible point. Access for the vehicle and adequate space for
unloading must be ensured by you. Delivery beyond the ground floor or
the nearest accessible unloading point shall be your responsibility.
Any additional labour required will not be arranged or paid for by
Apnaseher.
c. A tracking ID will be shared with you upon dispatch. You must be
present at the delivery address at the time of delivery to inspect
the materials, verify quantities, and sign acknowledgement of receipt.
Any visible damage, shortfall in quantity, or discrepancy must be
noted in the presence of the Delivery Partner before signing.
d. Acceptance of delivery without noting discrepancies shall be
considered as confirmation that the order was received in good
condition and in the correct quantity.
8. CUSTOMER'S RESPONSIBILITIES
8.1. Accurate Information
You are responsible for providing a complete and accurate delivery
address, including landmarks, floor number, and a valid contact number.
Apnaseher and the Delivery Partner shall not be responsible for non-
delivery or delay due to an incorrect or incomplete address.
8.2. Availability
You must ensure your availability, or the availability of an authorised
representative, to receive the order at the scheduled time and location.
8.3. Inspection upon Delivery
You are advised to inspect the order and its packaging for any visible
damage or tampering at the time of delivery, before signing or
acknowledging receipt. In case of any issues, you should refuse to
accept the order and immediately notify our customer support through the
Platform. Acceptance of delivery shall be considered as confirmation that
the order was received in satisfactory condition.
For time-sensitive claims:
a. Food, Sweets & Bakery: raise within 1 hour of delivery.
b. All other modules: raise within 24 hours of delivery.
9. CANCELLATION BY APNASEHER OR VENDOR DURING DELIVERY
Apnaseher or the Vendor reserves the right to cancel an order in transit
or prior to dispatch under circumstances including, but not limited to:
a. The product is unavailable or out of stock.
b. The delivery address is outside the Serviceable Area.
c. The transaction is identified as fraudulent.
d. Occurrence of a Force Majeure Event.
e. Safety concerns for the Delivery Partner.
In such cases, any amount paid by you will be refunded in full in
accordance with the Refund, Cancellation & Return Policy.
10. FAILED OR UNDELIVERED ORDERS
10.1. Reasons for Failure
A delivery may be considered failed if it cannot be completed due to
reasons attributable to the Customer, including but not limited to:
a. Customer is unavailable or does not answer calls at the provided
contact number.
b. Incorrect, incomplete, or inaccessible delivery address.
c. Refusal to accept the delivery.
d. No-entry restrictions or security protocols at the delivery location.
10.2. Re-delivery Attempts
In the event of a failed delivery, the Delivery Partner may, at their
discretion, attempt one re-delivery. Any subsequent re-delivery attempts,
if requested by you and feasible, will be subject to additional delivery
charges.
10.3. Return to Vendor
If re-delivery is not possible, the order may be returned to the Vendor.
Any refund for a prepaid order will be processed after deduction of
delivery charges already incurred, in accordance with the Refund,
Cancellation & Return Policy. Delivery charges for the failed attempt
are non-refundable.
11. DELIVERY PARTNERS
11.1. Independent Contractors
Delivery Partners are independent third-party contractors who are not
employees or agents of Apnaseher. They are assigned based on proximity
to the Vendor, availability, and the suitability of their vehicle for
the order.
11.2. Vehicle Assignment
For heavy, bulky, or large-volume orders such as Building Materials,
specific vehicle types such as auto-rickshaws, mini-trucks, or tempos
may be assigned, which may affect the delivery charge. The vehicle type
will be indicated at the time of order confirmation where applicable.
11.3. Conduct of Delivery Partners
While Apnaseher endeavours to engage responsible Delivery Partners, it
does not supervise or control their conduct. Any complaints regarding
the behaviour or conduct of a Delivery Partner must be reported
immediately through official support channels listed in Section 14.
12. DELAYS & EXCEPTIONS
12.1. Unforeseen Delays
Delays in delivery may occur due to unforeseen circumstances such as
traffic congestion, road blocks, extreme weather conditions, operational
challenges at the Vendor's end, or high order volumes during peak hours
or festivals. Apnaseher will endeavour to notify you of significant
delays through the Platform.
12.2. Force Majeure
Apnaseher shall not be liable for any delay, failure, or loss arising
out of a Force Majeure Event.
13. LIABILITY DISCLAIMER
13.1. Intermediary Status
Apnaseher operates as an intermediary as defined under the Information
Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules,
2020. Our role is limited to facilitating transactions between you,
Vendors, and Delivery Partners.
13.2. No Liability for Third-Party Actions
We shall not be liable for any act, omission, or default of any Vendor
or Delivery Partner. This includes, but is not limited to:
a. Delays in order preparation or dispatch by the Vendor.
b. The quality, quantity, or condition of the products delivered.
c. Improper or inadequate packaging by the Vendor.
d. The conduct, behaviour, or actions of the Delivery Partner during
transit and delivery.
e. Any damage, spillage, or loss of products during transit.
13.3. Title and Risk of Loss
The title to and risk of loss for all products ordered by you shall pass
to you directly from the Vendor upon the Vendor handing over the order
to the Delivery Partner. Apnaseher never takes title to or holds any
risk for the products.
13.4. Limitation of Liability
To the maximum extent permitted by Applicable Law, the total liability
of Apnaseher for any claim arising out of or in connection with this
Policy shall be limited to the total value of the specific order giving
rise to the claim. In no event shall Apnaseher be liable for any
indirect, incidental, special, or consequential damages.
14. GOVERNING LAW & JURISDICTION
This Policy shall be governed by and construed in accordance with the
laws of India. Any dispute arising out of or in connection with this
Policy shall be subject to the exclusive jurisdiction of the competent
courts at Anand, Gujarat, India.
15. CONTACT & GRIEVANCE REDRESSAL
For any questions, concerns, or support related to your order or this
Policy, please contact us through the following official channels:
a. In-app support: Via the 'Help' or 'Support' section in the
mobile application.
b. Email: support@apnaseher.com
c. Phone: +91 7861889625
Grievance Officer (in accordance with the Information Technology Act,
2000 and rules made thereunder):
Name: Rahin Malek
Designation: Grievance Officer
Company: Apnaseher Private Limited
Address: 100ft Road, Anand, Gujarat – 388001, India
Email: support@apnaseher.com
Response Time: Within 30 days of receiving the grievanceIf your grievance is not resolved to your satisfaction within the
prescribed period, you may approach the appropriate consumer forum
under the Consumer Protection Act, 2019.
