Home delivery is currently available from select outlets within Srinagar. We're rolling out delivery outlet by outlet so each can meet our quality bar before being added. The list of delivery-enabled outlets and their service areas is shown live at checkout, based on the address you enter.

1. Service area

Each outlet has a defined delivery radius and operating hours. Coverage is determined by the straight-line distance from the outlet to the delivery address. If your address is outside the radius of every delivery-enabled outlet, the website will offer pickup instead.

2. Delivery slots and timing

Orders are scheduled into time slots displayed at checkout. Slots have a fixed capacity per outlet to ensure we can produce the items on time. Once a slot fills, the next available slot is offered.

We aim to deliver every order within its slot. Adverse weather, traffic on Dalgate or near the bypass, or operational issues at the outlet may occasionally extend delivery time. The customer-facing order page shows live status and the rider's location once the rider sets out.

3. Delivery fees

Delivery fees are calculated at checkout based on the chosen outlet and the delivery distance. They are shown clearly before payment. Promotional free-delivery offers, if any, are applied automatically to qualifying orders.

4. Address accuracy

The customer is responsible for the accuracy of the delivery address, contact phone, and any access notes. To assist riders, we encourage:

• placing the address pin on the map at the actual building entrance, not the centre of the locality;
• noting the floor, gate code, or landmark in the access-notes field;
• keeping the contact phone reachable during the delivery slot.

If a delivery is delayed or fails because the address provided was incorrect, the order is governed by Section 6 below.

5. Receiving the order

The rider will call before arrival and again upon arrival. If you will not be available, please nominate someone to receive on your behalf and add their contact in the access notes. Cash payments are collected at the door. For online prepaid orders, the rider asks for a name match before handing over the order.

6. Failed deliveries

A delivery is marked failed when, after reasonable attempts at the address, the rider is unable to hand over the order. "Reasonable attempts" means at least three call attempts spread over ten minutes, followed by a final WhatsApp message.

For failed deliveries:

• The items are returned to the outlet.
• For prepaid orders, refund eligibility is governed by our Refund & Cancellation Policy. A delivery fee may be retained where the failure was caused by inaccurate address details or unavailability of the recipient.
• Cash orders are simply not collected; no charge applies.
• The customer is invited to re-place the order at a later time.

7. Live tracking

While an order is out for delivery, you can see the rider's live position on the order detail page. Location is shared by the rider's phone only during the delivery and is overwritten on the next delivery — historical traces are not kept. See our Privacy Policy for details on location-data handling.

8. Damaged or missing items on delivery

Inspect your order at the door before the rider leaves. If anything is damaged or missing, raise it immediately so the rider can record it and the outlet can begin replacement or refund. After the rider leaves, claims must be raised within 24 hours per our Refund & Cancellation Policy.

9. Tipping

Tipping the rider is at your discretion and is not collected through the app. Riders are paid by Ovenfresh; tips are a kind gesture, not an expectation.

10. Contact

For delivery questions specific to an order, contact the outlet directly. For policy-level concerns, our grievance officer can be reached at To be added.