Shipping Policy
HEY-GO PLATFORM - SHIPPING & DELIVERY POLICY
Last Updated: August 2026
This Shipping & Delivery Policy governs the logistics, dispatch, and delivery services arranged via the Hey-Go platform ("Platform", "We", "Us", "Our"). By placing an order on Hey-Go, you ("Customer", "User", "You") agree to the shipping and delivery terms outlined below.
1. Delivery Architecture & Role of Independent Delivery Partners
Logistics Aggregator Model: Hey-Go is an online marketplace platform and does not directly employ delivery personnel or maintain a proprietary logistics fleet.
Independent Delivery Partners: Delivery services are performed by independent third-party logistics service providers or individual delivery contractors ("Delivery Partners").
Separate Contract of Delivery: When an order is placed, a separate contractual arrangement for transportation is established directly between You and the assigned Delivery Partner. Hey-Go acts purely as a technology facilitator connecting you with the Seller and the Delivery Partner.
2. Delivery Fees, Surge & Convenience Charges
Delivery charges vary per order based on factors such as order weight, travel distance, time of day, and weather conditions. All applicable fees will be explicitly itemized at checkout before you complete payment.
Standard Delivery Fee: A base fee charged on behalf of the Delivery Partner to fulfill the shipment.
Surge / Peak Hour Charges: Additional operational fees may apply during periods of high demand, severe rain/adverse weather, late-night hours, or local traffic disruptions.
Platform / Handling Fees: Hey-Go may collect a nominal platform convenience fee for maintaining app connectivity and order tracking infrastructure.
3. Estimated Delivery Timelines & Disclaimer
Time Estimates: Quoted delivery times (e.g., 10-minute quick commerce, 30-minute delivery, or same-day delivery slots) shown on the Hey-Go app are estimates only based on average processing and transit speeds.
No Time Guarantees: Hey-Go makes no warranties, express or implied, that an order will arrive within the exact estimated timeframe.
Exclusions & Delays: Hey-Go and its Delivery Partners shall not be held liable for delivery delays caused by:
Traffic congestion, road closures, or bad weather.
Delay in order dispatch or item packaging by the third-party Seller.
Incorrect address or contact details provided by the Customer.
Security gates, society entry restrictions, or unresponsive phone calls from the recipient.
Force Majeure events (e.g., strikes, floods, civil disruptions, technical outages).
4. Delivery Protocol & Unattended / Doorstep Delivery
Handover: Orders are delivered to the primary delivery address specified by you at checkout.
Customer Unavailability: If a Delivery Partner reaches your location and is unable to contact you or gain entry within 10 minutes, the order may be marked as Undeliverable. In such cases:
You will remain liable for the full order cost and delivery fee.
Perishable items (such as milk, curd, paneer, and frozen foods) will be destroyed and will not be eligible for re-delivery or refund.
Leave at Doorstep / Zero-Touch Instructions: If you instruct a Delivery Partner to leave items at your door, with a security guard, or at a reception area, all risk of loss, damage, theft, temperature contamination, or tampering shifts entirely to you upon drop-off. Hey-Go disclaims all liability for unattended shipments.
5. Multi-Category Deliveries & Split Shipments
Because Hey-Go offers a wide catalog—ranging from daily fresh groceries to mobile accessories and apparel—orders containing items from different vendors may be split into separate shipments delivered by different Delivery Partners at varying times.
Perishables & Quick-Commerce Items: Processed and dispatched immediately from local dark stores or nearby Sellers.
Apparel, Electronics & General Merchandise: May ship via standard courier networks depending on the Seller’s location and dispatch timelines.
6. Address Accuracy & Redelivery
You are solely responsible for verifying that your pinned location, landmark, mobile number, and delivery address are accurate.
Address Errors: Neither Hey-Go nor the Delivery Partner is responsible for missed or wrong deliveries resulting from inaccurate customer inputs. Hey-Go is under no obligation to attempt re-delivery for address-related failures.
7. Inspection at Time of Delivery & Order Verification
Immediate Verification: Customers are strongly advised to inspect the outer packaging upon delivery.
Damaged or Missing Items: If a package appears tampered with, damaged, or incomplete at the doorstep:
Notify the Delivery Partner immediately.
Take clear photographic/video proof of the unopened package and outer shipping label.
Raise a support request on the Hey-Go app within 2 hours for perishable/grocery items, or within 24 hours for apparel and electronics.