Shipping & Delivery Policy

HyperLocalExpress currently operates in select cities and localities. Delivery is available only within 10 km of the partner shop.

• When you enter your address, the app automatically shows only shops that can deliver to you.
• If no shops are available in your area, you will see "No shops deliver to your location."
• Coverage areas expand regularly — check back if your area is not yet covered.

For coverage queries: support@hyperlocalexpress.in

* Exact delivery fee is shown at checkout before you pay. Surge pricing may apply during rain or peak hours (+20–50%).

Delivery times are estimates only. Actual time may vary due to:

• Traffic conditions and road closures.
• High order volume during peak hours (8–10 AM, 12–2 PM, 7–9 PM).
• Bad weather (rain, flooding).
• Availability of riders in your area.
• Preparation time at the shop.

After your order is picked up by the rider, you can track delivery in real time:

• Go to: My Orders → Active Order → Track Order.
• See the rider's live location on a map.
• Updated Estimated Time of Arrival (ETA) shown.
• Call or message the rider directly from the tracking screen.
• Automatic notifications at each status update (Preparing → Picked Up → On the Way → Delivered).

• If you are not available at the delivery address, the rider will call you twice.
• If unreachable after 5 minutes, the rider may leave the order with a neighbour or security guard (only for non-perishables, and with your prior instruction).
• For food/perishables: if delivery fails, the order may be cancelled and a partial refund issued (delivery fee deducted).
• If you believe your order was marked delivered but not received, report within 2 hours via My Orders → Report Issue.

You can add delivery instructions during checkout (e.g. "Ring the bell twice", "Leave at gate", "Call before arriving", "Gate code: 1234"). Riders are notified of these.

For apartment complexes: include flat number, floor, tower/building name, and any gate/access instructions.

• Subscription deliveries are pre-scheduled at the time you subscribe.
• Available time slots: 6–7 AM, 7–8 AM, 7–9 AM, 8–10 AM (varies by area).
• Batch deliveries are optimised routes — exact timing may vary by 15–30 minutes within the slot.
• You receive a notification when the rider is 10 minutes away.
• To skip a delivery: My Subscriptions → Skip Tomorrow (by 10 PM the previous night).

If an item is damaged during transit (e.g. bottle broken, packaging torn), you are eligible for a refund. Report with photo evidence within 2 hours of delivery. See our Refund Policy for the full claims process.

We take packaging quality seriously. Shops are required to pack items securely, and Riders are trained to handle fragile items with care.