Shipping & Delivery Policy

1. Introduction

At Sarwam, we aim to make online shopping fast, reliable, and transparent for every user.

Our platform connects local sellers with nearby buyers and ensures that every order — from food to groceries to retail products — reaches customers on time and in perfect condition.

This Shipping & Delivery Policy explains how orders are processed, shipped, and delivered through the Sarwam Buyer App in collaboration with our verified delivery partners and third-party logistics providers.

2. Order Processing

• When you place an order, the seller receives a notification instantly through the Sarwam Seller App.
• The seller must confirm the order within a set time (usually 15–30 minutes for restaurants and 1–2 hours for retail stores).
• Once the order is accepted, it is prepared for pickup.
• Delivery is handled either by:
  • Third-Party Logistics Partners (for most product deliveries), or
  • Self-Delivery (for restaurants or sellers who manage their own delivery).

3. Modes of Delivery

a. Third-Party Logistics Partners

Sarwam partners with reliable and verified logistics service providers to ensure quick and safe deliveries.

Key features include:

• Same-day or next-day delivery in select cities.
• Real-time tracking via the Sarwam Buyer App.
• Delivery partners are identity-verified and trained to handle products safely.
• Delivery fees are paid directly to logistics partners after successful delivery.

b. Self-Delivery by Sellers

Some sellers, especially restaurants and local stores, may deliver orders using their own delivery staff.

In these cases:

• The seller is responsible for pickup, transport, and final delivery.
• Sarwam monitors delivery time, quality, and buyer feedback.
• Buyers are notified at checkout if a seller uses self-delivery.

4. Delivery Timelines

5. Delivery Charges

• Delivery charges (if any) are clearly shown during checkout before payment.
• Fees depend on:
  • Delivery distance
  • Speed (standard or same-day)
  • Product weight and size
• Some sellers may offer free delivery or discounted rates during promotions.

6. Cash on Delivery (COD)

• COD is available only for self-delivery sellers, such as restaurants and local stores.
• The delivery person collects payment at the time of delivery.
• Sarwam monitors COD transactions for fraud prevention and reserves the right to disable COD for certain accounts if necessary.

7. Failed Delivery Attempts

A delivery may fail due to:

• Wrong or incomplete address
• Buyer not available to receive the order
• Restricted or unreachable delivery area

In such cases:

• The delivery partner will try one re-attempt (if applicable).
• If delivery still fails, the order is marked as "undelivered" and returned to the seller.
• Refunds (for prepaid orders) will be processed according to Sarwam's Refund & Cancellation Policy.

8. Order Tracking

Buyers can track their order status in real time under the "My Orders" section of the Sarwam app.

Notifications are sent at every step:

• Order Confirmed
• Packed
• Out for Delivery
• Delivered

Tracking shows live location, estimated delivery time, and delivery partner details.

9. Delivery Responsibility

Once the order is handed over to the delivery partner, the delivery process is managed by that partner or the seller's own delivery staff.

Sarwam continuously works with partners to ensure safe handling, timely delivery, and customer satisfaction.

10. Damaged, Missing, or Incorrect Orders

If your order arrives damaged, incomplete, or incorrect, you must report it within 24 hours of delivery at:

Include:

• Order ID
• Description of the issue
• Photos or videos (if available)

We will verify the claim and coordinate with the seller or delivery partner to resolve it or initiate a refund/replacement.

11. Post-Delivery Payment Distribution

After an order is marked as delivered:

• ₹11 per order is credited to Sarwam (Godigicom Technologies Pvt. Ltd.) as a platform commission.
• Delivery charges go to the delivery partner or logistics company.
• The remaining amount is transferred to the seller's account.

This transparent process ensures that every stakeholder receives fair payment for their role in fulfilling the order.

12. Delivery Coverage

We currently deliver in:

• Tier 2, Tier 3, and Tier 4 cities across India.
• Service availability may vary by area and PIN code.

If your address is outside our service area, the app will notify you before you confirm your order.

We are continuously expanding to reach more towns and cities soon.

13. Customer Support

For help with your order, delivery issues, or delays:

14. Policy Updates

Sarwam may update this Shipping & Delivery Policy periodically to reflect changes in logistics operations or business practices.

All updates will be posted on this page with the latest effective date.