Last Updated: 06 October 2025
At Fudchef, we are committed to providing customers with a reliable, efficient, and professionally managed ordering and delivery experience.
This Shipping & Delivery Policy explains how orders placed through the Fudchef Digital Ecosystem are prepared, dispatched, transported, delivered, collected, tracked, and managed.
Because Fudchef connects customers with restaurants, grocery stores, retailers, merchants, and other independent service providers, delivery conditions may vary according to the type of order, Vendor, delivery location, operational zone, distance, product type, and delivery method selected.
Nothing in this Policy limits any consumer rights that cannot lawfully be excluded or restricted under applicable law.
Fudchef is an integrated digital commerce, ordering, payment, merchant-services, and delivery ecosystem owned by Fudchef Group Incorporated, Trade No. ICC20230476, and managed by Fudchef Trading LLC, License No. 978132.
For purposes of this Policy, “Fudchef,” “we,” “our,” or “us” refers, as applicable, to the Fudchef entity responsible for providing or managing the relevant service.
“Vendor” means a participating restaurant, grocery store, retailer, merchant, or other independent seller or service provider operating through Fudchef.
“Customer,” “you,” or “your” refers to the individual or entity placing or receiving an order.
“Delivery Partner” means an authorized Fudchef delivery professional or an authorized third-party logistics provider responsible for transporting an order.
This Policy applies to eligible orders placed through Fudchef that require:
delivery to a Customer;
transportation from a Vendor to a designated destination;
scheduled delivery;
on-demand delivery;
Customer pickup; or
another fulfilment method supported by Fudchef.
By placing an order requiring delivery or fulfilment, you agree to the provisions of this Policy together with the applicable Fudchef Terms of Sale, Returns and Refund Policy, Privacy Policy, and any order-specific conditions displayed through the Application.
Delivery availability is determined through the Fudchef Digital Ecosystem and may depend on:
Customer location;
Vendor location;
operational zone;
delivery distance;
availability of Delivery Partners;
Vendor operating hours;
product characteristics;
road or traffic conditions;
applicable regulatory restrictions; and
other operational considerations.
Availability of a Vendor through the Application does not necessarily guarantee delivery to every location.
Fudchef may establish, modify, expand, or restrict delivery zones where reasonably necessary for operational, commercial, safety, regulatory, or service-quality reasons.
Applicable delivery charges are calculated or displayed through the Application before an Order is confirmed.
Delivery charges may vary according to factors including:
distance between the Vendor and delivery destination;
operational zone;
delivery method;
order size or characteristics;
applicable service requirements;
demand;
delivery availability; and
other relevant operational factors.
The Customer is responsible for reviewing the applicable delivery fee before confirming the Order.
Once an Order has been accepted and delivery services have commenced, delivery charges already incurred may be non-refundable except where otherwise required by applicable law or expressly approved by Fudchef.
Any delivery time or arrival estimate displayed through Fudchef is an estimated delivery time and not a guaranteed delivery time, unless Fudchef expressly states otherwise.
Delivery estimates may take into account:
Vendor preparation time;
distance;
Delivery Partner availability;
traffic conditions;
routing;
order volume; and
other available operational information.
Actual delivery times may differ from the original estimate.
A reasonable variation from an estimated delivery time does not automatically constitute a service failure or create an automatic entitlement to compensation or refund.
Delivery may be delayed by circumstances including:
Vendor preparation delays;
unusually high order volumes;
traffic congestion;
road closures;
accidents;
adverse weather;
building-access restrictions;
security procedures;
inaccurate Customer information;
difficulty contacting the Customer;
Delivery Partner availability;
telecommunications or internet interruptions;
mapping or navigation issues;
technical interruptions;
government restrictions;
public events;
emergencies; or
other circumstances beyond Fudchef's reasonable control.
Where reasonably practicable, Fudchef will take appropriate steps to facilitate completion of the delivery.
Fudchef will not be responsible for delays caused solely by circumstances outside its reasonable control, except where responsibility cannot lawfully be excluded.
Restaurants and Vendors are responsible for preparing and making Orders available for collection within a reasonable period.
Where a delivery delay results primarily from Vendor preparation, product availability, packaging, or another Vendor-controlled matter, Fudchef may assist in communicating with the Vendor but does not automatically assume responsibility for the Vendor's acts or omissions.
The delivery estimate displayed to the Customer may change as updated preparation and delivery information becomes available.
Customers are responsible for providing complete, accurate, and current delivery information.
This includes, where applicable:
recipient name;
correct telephone number;
complete delivery address;
building or property name;
apartment, villa, office, or unit number;
floor number;
entrance information;
access instructions;
delivery notes; and
accurate map location or delivery pin.
Fudchef and its Delivery Partners are entitled to rely on the information provided by the Customer when fulfilling an Order.
If a Customer provides an incorrect, incomplete, misleading, or inaccessible delivery location, Fudchef will make reasonable efforts, where practicable, to complete the delivery.
Where the corrected address materially changes the delivery distance, route, or operational requirements, Fudchef may require payment of an additional delivery charge before proceeding.
Fudchef is not responsible for delays, additional charges, deterioration of perishable Goods, or unsuccessful delivery caused by incorrect or incomplete information supplied by the Customer.
Where an Order cannot reasonably be delivered because of Customer-provided information, refund eligibility will be determined according to the nature of the Goods, costs already incurred, and applicable law.
Customers must remain reasonably available at the registered telephone number and delivery location while an Order is being delivered.
The Customer is responsible for ensuring that either the Customer or an authorized recipient is available to receive the Order.
Where the Customer:
cannot be contacted;
does not answer reasonable calls or messages;
is absent from the delivery location;
fails to provide required access;
refuses delivery without a valid reason; or
causes an unreasonable delay in completing delivery,
Fudchef may treat the delivery as unsuccessful.
For food, beverages, groceries, and other perishable products, an unsuccessful delivery caused by Customer unavailability may be non-refundable where the Order has already been prepared and delivery costs have been incurred, subject to applicable law.
Delivery Partners are expected to make reasonable efforts to contact Customers upon arrival.
Customers should collect or receive Orders promptly.
Where excessive waiting time is caused by the Customer, Fudchef may, where permitted, impose an additional waiting or redelivery charge or authorize the Delivery Partner to proceed with other deliveries.
Fudchef is not responsible for deterioration in food quality or temperature caused by unreasonable delays attributable to the Customer after arrival at the delivery destination.
Fudchef may use reasonable methods to confirm successful delivery, including:
delivery-status records;
GPS or location records;
timestamps;
delivery photographs;
one-time passwords or verification codes;
electronic confirmation;
Customer signature;
communications with the Customer;
confirmation by an authorized recipient; or
other appropriate delivery evidence.
Such records may be used to investigate disputes, missing-order claims, payment disputes, chargebacks, fraud, or other delivery-related matters.
Where reasonably appropriate, an Order may be delivered to:
the Customer;
a person expressly authorized by the Customer;
reception personnel;
concierge personnel;
security personnel;
office reception;
household members; or
another recipient reasonably authorized to accept the delivery.
Where the Customer instructs Fudchef or the Delivery Partner to leave an Order with another person or at a particular location, responsibility for the Order may pass to the Customer once those instructions have been reasonably followed.
Where supported, Customers may request contactless delivery or authorize an Order to be left at a designated location.
Once an Order has been left at the location specifically requested or reasonably authorized by the Customer and appropriate delivery confirmation has been recorded, the Order may be considered successfully delivered.
Fudchef will not ordinarily be responsible for loss, theft, damage, deterioration, or interference occurring after delivery has been completed according to the Customer's leave-at-door instructions, except where required by law.
Restaurants and Vendors are responsible for preparing, packing, and sealing food and other products appropriately before collection.
For food safety, hygiene, and integrity reasons, Delivery Partners are not authorized to open sealed food packages or inspect the contents of prepared meals.
Delivery Partners generally collect Orders based on the applicable Order or invoice reference and transport them to the Customer.
Accordingly, issues involving:
missing food items;
incorrect meal contents;
portion sizes;
preparation;
ingredients;
recipes;
food quality; or
items sealed inside Vendor packaging
may require investigation with the relevant Vendor.
Fudchef may facilitate the complaint and resolution process in accordance with its Returns, Cancellations & Refund Policy.
Customers should inspect the external condition of an Order upon receipt where reasonably possible.
If packaging appears materially damaged, opened, tampered with, or compromised during delivery, the Customer should promptly report the matter through Fudchef Customer Care.
Fudchef may request photographs, videos, packaging, or other evidence reasonably required to investigate the matter.
Where a Customer receives an Order containing missing or incorrect items, the issue should be reported as soon as reasonably possible.
For food and other perishable Orders, Customers are encouraged to report such issues within one (1) hour of delivery so that Fudchef and the Vendor can reasonably investigate the condition and contents of the Order.
A missing or incorrect individual item does not automatically entitle the Customer to a refund of the entire Order.
Depending on the circumstances, Fudchef may determine that an appropriate resolution is:
replacement;
redelivery;
refund of the affected item;
partial refund;
Fudchef Wallet credit; or
another reasonable resolution.
Where available, Fudchef may provide live or approximate delivery tracking through the Application.
Tracking information is provided for convenience and may depend on GPS accuracy, internet connectivity, device settings, mapping services, Delivery Partner equipment, and third-party technology.
Temporary inaccuracies, interruptions, or delays in tracking information do not necessarily mean that the Order has stopped moving or that delivery has failed.
Delivery Partners may use routing and navigation technology to determine an appropriate route.
The route displayed to a Customer through the Application may not always represent the exact route taken.
Delivery Partners may reasonably change routes because of:
traffic;
road closures;
safety;
navigation information;
operational requirements;
multiple authorized delivery assignments; or
other legitimate delivery considerations.
Where Fudchef enables Customers to purchase from multiple Vendors within the same ordering experience, preparation and pickup times may differ between Vendors.
Fudchef may coordinate such deliveries according to operational requirements.
Estimated delivery times may therefore be affected by the preparation status, location, and readiness of each participating Vendor.
Where a Customer selects Pickup, the Customer is responsible for collecting the Order from the designated Vendor location.
Once a Pickup Order has been prepared, failure to collect it does not automatically entitle the Customer to a refund.
For food and other perishable products, an uncollected prepared Order may be non-refundable where legally permissible.
Where available, a Customer may request conversion of a Pickup Order to delivery by contacting Fudchef Customer Care.
Any additional delivery fee must be paid before dispatch, and acceptance of the request remains subject to Delivery Partner availability and delivery coverage.
Where an initial delivery attempt fails because of circumstances attributable to the Customer, Fudchef may offer redelivery where operationally possible.
An additional delivery charge may apply.
Redelivery is not guaranteed, particularly for food, beverages, perishable products, or time-sensitive Orders.
A delayed delivery does not automatically entitle a Customer to a full refund.
Where a delivery-related complaint is received, Fudchef may investigate:
Vendor preparation records;
dispatch information;
driver records;
GPS information;
timestamps;
Customer communications;
delivery confirmation;
photographs; and
other relevant information.
Where only the delivery component of an Order is affected, Fudchef may determine that a refund or credit relating to the delivery charge is more appropriate than refunding the entire Order.
Any resolution remains subject to Fudchef's Returns, Cancellations & Refund Policy and applicable law.
Customers must treat Delivery Partners professionally and respectfully.
Fudchef does not require a Delivery Partner to enter a location or remain in circumstances that the Delivery Partner reasonably considers unsafe, unlawful, threatening, or inaccessible.
Where a delivery cannot be completed because of genuine safety concerns at the destination, Fudchef may determine an appropriate alternative arrangement.
Threats, harassment, violence, discrimination, or abusive conduct toward Delivery Partners may result in account restrictions or suspension, subject to applicable law and Fudchef's terms.
Delivery may be unavailable or restricted at locations where access is prohibited, unsafe, legally restricted, or operationally impracticable.
Customers may be required to meet the Delivery Partner at an accessible collection point.
This may apply to certain:
airports;
government facilities;
secure compounds;
construction areas;
restricted-access buildings;
event venues;
hospitals;
hotels;
gated communities; or
other controlled locations.
Fudchef may use its own delivery operations and/or authorized third-party logistics providers depending on the market, Order, Vendor, service, or operational requirements.
Where an independent third-party provider is used, certain aspects of delivery may also be subject to that provider's applicable operational conditions.
Fudchef may assist Customers with legitimate delivery concerns but will not be responsible for independent third-party acts or omissions beyond the extent required by applicable law.
Fudchef will not be responsible for delay or failure to deliver caused by circumstances beyond its reasonable control.
These may include:
severe weather;
flooding;
natural disasters;
accidents;
road closures;
civil emergencies;
government restrictions;
regulatory action;
telecommunications failures;
internet outages;
mapping-service interruptions;
electricity failures;
strikes;
public disturbances;
epidemics or public-health emergencies; or
failures of essential third-party infrastructure.
Where reasonably practicable, Fudchef will take appropriate steps to minimize disruption and complete affected Orders.
Fudchef reserves the right to investigate claims relating to non-delivery, missing Orders, damaged Orders, or other delivery disputes.
Fudchef may rely on available evidence including GPS information, timestamps, photographs, verification codes, Customer communications, Vendor records, and Delivery Partner records.
Where a claim is reasonably determined to be fraudulent, deliberately misleading, or abusive, Fudchef may reject the claim and take appropriate measures permitted under its Terms and applicable law.
Such measures may include additional verification, restrictions on payment methods, temporary account suspension, or termination in serious or repeated cases.
To the fullest extent permitted by applicable law, Fudchef will not be responsible for loss, damage, deterioration, delay, or additional expense resulting directly from:
inaccurate information supplied by the Customer;
Customer unavailability;
Customer-requested delivery instructions;
unauthorized persons accessing a Customer's device or account;
Vendor-controlled preparation issues;
circumstances beyond Fudchef's reasonable control; or
independent third-party failures for which Fudchef is not legally responsible.
Nothing in this Policy excludes liability or consumer rights that cannot lawfully be excluded.
Fudchef may update this Shipping & Delivery Policy periodically to reflect changes in:
delivery operations;
technology;
service coverage;
Vendor arrangements;
logistics infrastructure;
applicable law;
regulatory requirements; or
business practices.
The current version will be made available through the Fudchef Digital Ecosystem.
Material changes will take effect in accordance with applicable legal requirements.
For delivery-related questions, Customers should contact Fudchef through the official customer-care channels available through the Application.
Customer Care: info@fudchef.com
Customers should provide their Order Number and relevant delivery information when contacting Customer Care to allow the matter to be investigated efficiently.
Fudchef is committed to connecting Customers and Vendors through reliable technology and professionally managed delivery services.
Our goal is to deliver each eligible Order as safely, efficiently, and promptly as reasonably possible while maintaining clear responsibilities between Fudchef, our Customers, participating Vendors, and Delivery Partners.
Where a delivery concern arises, Fudchef will assess the available information and seek an appropriate resolution while protecting the integrity of its Customers, Vendors, Delivery Partners, and the wider Fudchef Digital Ecosystem.
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