SHIPPING AND DELIVERY POLICY OF NEOFRESH

Effective Date: 08 December 2025

Support Email: contact@neofresh.life

Support Phone Number: 09060404446

NeoFresh delivers fresh fruits, vegetables and other produce items to selected locations through a slot-based dispatch system. This document explains how delivery is processed, what timelines apply, and what responsibility rests with both NeoFresh and the customer.

By placing an order, the customer confirms that they accept the delivery terms described below.

1. DELIVERY TIMINGS

NeoFresh operates delivery through defined windows. Delivery may occur at any time inside the allotted window.

Morning Delivery Window
07:30 AM to 11:00 AM

Evening Delivery Window
04:30 PM to 08:00 PM

Customers agree that delivery cannot be guaranteed at an exact minute because delivery flow depends on traffic, entry procedures in apartments, weather conditions and routing sequence.

2. DELIVERY DAYS

NeoFresh deliveries are generally made:

• Wednesday to Monday

NeoFresh does not deliver on Tuesday, and may also pause delivery on national holidays or unavoidable regional restrictions.

Tuesday is used for operational planning, supply scheduling, stock rotation, maintenance activities and internal compliance checks.

3. CUT OFF TIME FOR ORDERING

To maintain proper sourcing, route allocation and packing flow, cut-off timings apply:

Orders for Morning Delivery
Orders must be placed before 10:00 PM on the previous night.

Example: If customer needs delivery on Friday morning, order must be placed before Thursday night 10:00 PM.

Orders placed after 10:00 PM automatically move to the next available slot.

Orders for Same Day Delivery
Orders must be placed before 12:00 PM (noon).

Orders placed after 12:00 PM will be scheduled for evening delivery or next day depending on availability and area routing. Once cut-off timing is passed, modification or cancellation may not be possible.

4. ORDER PROCESSING

After order confirmation:

• Produce is allocated
• Packing is initiated
• Route planning begins
• Delivery slot is committed

At this stage, operational movement becomes active; therefore order may not be altered. NeoFresh may communicate with customer if product availability changes at last stage.

5. DELIVERY COMPLETION CONDITIONS

Delivery is considered completed when:

• Goods are handed directly to customer
• Goods are received by authorised family member, neighbour or domestic help
• Goods are delivered to security gate or reception counter as per building policy

When buildings restrict floor-level entry due to security rules, handover at authorised point will be treated as valid completion. Once the delivery representative leaves premises, delivery is irreversible.

6. CUSTOMER RESPONSIBILITY DURING DELIVERY

Customers must:

• Keep phone reachable during delivery slot
• Provide accurate entry instructions
• Accept goods promptly
• Check goods at time of handover

If customer is unreachable, not present, or instructs guard to receive on their behalf, handover at such authorised point will be treated as completed delivery.

7. INSPECTION AT TIME OF DELIVERY

Inspection must be done before the delivery representative leaves.

Customer must check:

• condition of produce
• visible freshness
• quantity accuracy
• substitute items if approved

Visible defect must be reported immediately. Late complaints after storage or consumption will not qualify for replacement.

8. PARTIAL DELIVERY

NeoFresh may deliver part of order due to:

• limited availability
• quality rejection at packing
• short arrival supply
• damage detected before loading

Any undelivered value will be refunded or adjusted later.

9. NON DELIVERY AND RESCHEDULING

Delivery may fail if:

• customer is unreachable
• entry is blocked by security
• incorrect address was shared
• customer refuses to accept goods

In these cases NeoFresh may:

• reschedule delivery
• return goods to distribution centre
• restrict service for future orders

Repeated avoidable failure may result in account suspension.

10. STAFF CONDUCT AND CUSTOMER BEHAVIOUR EXPECTATION

NeoFresh ensures delivery staff behave respectfully and professionally. Customers must also maintain courteous behaviour, avoid offensive language, and cooperate during handover.

NeoFresh reserves full right to stop delivery service if staff dignity is compromised, as the company operates under board structure with women directors and compliance-driven governance.

11. PROOF OF DELIVERY

Proof of delivery is established when any of the following exist:

• timestamp recorded on delivery completion
• signature or acknowledgement from authorised receiver
• internal delivery note entered by delivery personnel
• photographic confirmation if used

In any dispute, system record will be treated as final evidence.

12. CUSTOMER COMMUNICATION DURING DELIVERY

If customer wishes to ask for status, support team is available:

Email: contact@neofresh.life
Phone: 09060404446

Customer must share order reference number for faster support.

13. CHANGE OF POLICY

NeoFresh may update this policy due to operational, legal or system changes. Updated policy shall be applicable immediately and existing users continue acceptance upon continued usage.

14. GOVERNING LAW AND JURISDICTION

All delivery-related disputes will be governed exclusively under Indian law. All matters arising under this policy fall under jurisdiction of courts located in Bokaro, Jharkhand, where Farmnova Dairytech Private Limited is officially registered.

REGISTERED OFFICE
Farmnova Dairytech Private Limited
House Number 523B Tenu Road
Gomia Bokaro Jharkhand 829111