1Delivery Coverage & Service Areas
- Margo Deliveries currently operates within Thane West, Maharashtra. The App will display available restaurants based on your GPS location or manually entered delivery address.
- Delivery is available during restaurant operational hours, typically between 7:00 AM and 11:00 PM IST, unless otherwise specified by individual restaurant partners.
- Areas outside the serviceable zone will not have active restaurant listings.
- Zae Food Private Limited reserves the right to suspend or restrict delivery in certain areas without prior notice due to safety, weather, or operational constraints.
2Delivery Timeframes & Tracking
- Estimated Delivery Time (EDT) is displayed at checkout and is typically 20–60 minutes depending on restaurant preparation time, distance, and demand.
- EDT is an estimate only. Actual delivery may vary due to traffic, weather, and other conditions. Margo Deliveries does not guarantee delivery within the EDT.
- Once your order is dispatched, live GPS tracking is available in the App under "Track Order."
- Significant delivery delays (over 30 minutes beyond EDT) will be communicated via push notification or SMS.
- In case of extreme delays (over 60 minutes beyond EDT), you may contact support for assistance or cancellation.
Contactless Delivery: Where selected by the user, delivery partners will leave the order at the door and notify you via the App. Margo Deliveries is not responsible for order quality or safety after a contactless drop.
3Delivery Charges
- Delivery charges are calculated based on distance, demand, and applicable platform policies. The exact delivery fee is displayed at checkout before payment.
- A platform fee may also be applicable and will be disclosed at checkout.
- Free delivery promotions are subject to minimum order values, specific restaurants, and promotional periods.
- During peak hours or inclement weather, a surge delivery fee may be applied and will be disclosed at checkout.
- Delivery charges are non-refundable unless the cancellation is due to a fault on Margo Deliveries' part (e.g., no delivery partner available, restaurant cancellation).
4Order Cancellation Policy
Cancellation eligibility depends on the order stage at the time of the cancellation request:
| Order Stage | Cancellation Eligible? | Refund |
|---|---|---|
| Placed — Awaiting Restaurant Confirmation | ✅ Yes — full cancellation | Full refund including delivery fee |
| Accepted — Preparation Started | ⚠️ Limited — case-by-case | Partial or no refund depending on stage |
| Order Dispatched (Out for Delivery) | ❌ Not eligible | No refund (order in transit) |
| Order Delivered | ❌ Not eligible for cancellation | Refund only for valid quality/incorrect order claims |
| Cancelled by Restaurant | N/A | Full refund including all fees |
| No Delivery Partner Available | N/A | Full refund including all fees |
To cancel an order, navigate to My Orders → [Order] → Cancel Order within the App. Cancellation requests via phone or email are not accepted for in-progress orders.
5Refund Policy
Refunds are provided under the following conditions:
- Wrong Item Delivered: Full refund or re-delivery of the correct item at no extra charge.
- Missing Items: Refund for the value of the missing item(s).
- Severely Damaged or Tampered Food: Full refund subject to photographic evidence submitted within 1 hour of delivery.
- Quality Issues: Evaluated on a case-by-case basis. Subjective preferences (taste, spice level) do not qualify for a refund.
- Payment Failure / Double Debit: Full refund for the duplicate charge within 5–7 business days.
- Order Not Delivered: Full refund if the delivery partner marks the order delivered but you did not receive it. OTP-based delivery verification may be used as evidence.
Evidence Required: For food quality or wrong-item claims, please submit photos via the App within 1 hour of delivery. Claims submitted later may not be honoured.
6Refund Process & Timeline
| Refund Method | Processing Time |
|---|---|
| Margo Wallet Credit (Instant) | Within 1 hour of approval |
| UPI / Net Banking | 1–3 business days |
| Credit / Debit Card | 5–7 business days |
| Cash on Delivery (COD) orders | Wallet credit within 24 hours |
- Refund timelines may vary due to bank processing. Margo Deliveries is not responsible for delays beyond our platform's processing time.
- Wallet credits have no expiry and can be used toward future orders on Margo Deliveries.
- Refund decisions made by the Margo Deliveries support team are final and binding.
7Non-Refundable Scenarios
Refunds will not be provided in the following cases:
- Order cancelled after food preparation has begun (unless restaurant is at fault).
- Incorrect delivery address provided by the user.
- User unavailable at delivery address resulting in a failed delivery.
- Food quality complaints based on personal taste preferences.
- Promotional or discounted items (unless the specific offer terms allow refunds).
- Orders placed via third-party platforms or aggregators not affiliated with Margo Deliveries.
- Claims submitted more than 24 hours after delivery without valid reason for delay.
8How to Raise a Complaint / Refund Request
- Open the Margo Deliveries App and go to My Orders.
- Select the relevant order and tap "Report an Issue."
- Choose the issue type (wrong item, missing item, quality issue, not delivered, etc.).
- Upload supporting photographs if applicable.
- Submit the request. You will receive an acknowledgement within 2 hours.
- Our support team will review and respond within 24–48 hours.
- If unsatisfied, escalate by emailing margodeliveries@gmail.com with your Order ID.
9Contact for Delivery & Refund Support
Customer Support — Margo Deliveries
In-App Support: My Orders → Report an Issue
Email: margodeliveries@gmail.com
Support Hours: 7:00 AM – 11:00 PM IST, all days
Operated by: Zae Food Private Limited
Address: Shop No. 9, MV Bhakti Mandir Road, Near Hariniwas Circle, Naupada, Thane (West) – 400602, Maharashtra, India