Shipping Policy

1. Introduction

This Shipping Policy outlines the terms, process, timelines, and responsibilities associated with shipments handled through Drivaa.run, a logistics and retail utility network operated by Drivaa Retail Utility Network Private Limited (“we”, “us”, “our”).

By using our pickup, delivery, reverse logistics, or related shipping services, you (“customer”, “client”, “merchant”, or “user”) agree to the terms outlined below.

2. Service Coverage

Drivaa.run currently provides services across select serviceable locations within India. Serviceability depends on:

• Pincode availability
• Partner courier coverage
• Local regulations and restrictions
• Operational feasibility

We continuously expand our coverage and may modify serviceable areas without prior notice.

3. Shipping Types Supported

Drivaa.run supports the following categories:

• Forward Shipping: Pickup from merchant → delivery to end-customer.
• Reverse / Return Shipping: Pickup from customer → return to merchant or warehouse (exchange pickup, return pickup, QC-enabled doorstep checks, refund-linked returns).
• Hyperlocal / Same-Day / Next-Day: Where available, based on pincode pairing and partner logistics network.
• B2B / Bulk Shipments: For eligible merchants as per onboarding and operational agreements.

4. Order Processing Time

Merchant Pickup (Forward Orders): Pickups are generally scheduled within 24 hours, excluding Sundays and public holidays. Same-day pickups depend on merchant location, load volume, and partner availability.

Customer Pickup (Reverse Orders): Reverse pickups are attempted within 24–72 hours, depending on the customer’s location and regional network load.

Cut-off Times: Orders placed after 3 PM may be processed the next working day.

5. Estimated Delivery Timelines

These are indicative timelines, not guaranteed. Delays may occur due to weather conditions, carrier delays, holidays, customs/security checks, or operational disruptions. Drivaa.run will not be liable for delays outside our reasonable control.

6. Shipment Tracking

Once an AWB/shipment is created, customers and merchants can track updates via:

• Drivaa.run Portal
• Drivaa.run Mobile App
• Tracking API (for integrated merchants)

Tracking statuses are updated as received from partner carriers or internal logistics ops.

7. Packaging Guidelines

Merchants must ensure shipments are properly packed, tamper-proof, weather-resistant, compliant with weight & dimension rules, and accurately labeled.

Improper packaging may lead to damage, delays, refusal by carriers, or additional charges. Drivaa.run is not responsible for damage arising from improper packaging.

8. Shipping Charges & Fees

Shipping charges depend on weight (dead & volumetric), dimensions, service type, zone, partner courier, COD/prepaid mode, reverse pickup complexity, and value-added services.

Applicable charges are displayed on the merchant dashboard and/or contractually communicated.

9. COD (Cash on Delivery)

For COD shipments, the collectable amount is reconciled based on Drivaa.run’s COD cycle. Remittance timelines differ based on merchant agreement. Failed COD attempts may result in RTO (Return to Origin) charges.

10. RTO (Return to Origin)

RTO happens when a shipment is undeliverable, refused by customer, fails multiple delivery attempts, has incomplete or incorrect address, or has payment refusal (COD). RTO timelines may vary from 3–15 working days depending on route and carrier. RTO charges may apply.

11. Delays, Loss, and Damage

Drivaa.run will make reasonable efforts to ensure safe and timely deliveries. However, Drivaa.run is not liable for delays caused by carriers, traffic, weather, natural disasters, or operational issues, damage caused due to merchant packaging issues, loss arising from prohibited shipments or incorrect declarations, or situations beyond reasonable control.

Claims for loss/damage must follow the escalation and evidence submission process defined by Drivaa.run support.

12. Prohibited Items

Customers and merchants must NOT ship items that are illegal, hazardous, restricted by law, perishable without proper packaging, fragile without protective packing, currency, high-value jewelry, firearms, flammables, narcotics, explosives, or items restricted by partner carriers.

Violation may lead to shipment rejection, legal action, or penalties.

13. Address, Contact, and Reattempt Protocol

Incorrect address or unreachable contact numbers may delay delivery. Delivery reattempts depend on courier rules; reattempt fees may apply. Reverse pickups often have limited attempts (typically 2). Failed reverse pickups may be marked as Customer Not Available / Not Ready.

14. Customer Support

For any issues related to shipments:

• Email: tech@drivaa.run
• Hours: 10 AM – 7 PM, Monday to Saturday
• Response Time: Within 24–48 hours (working days)

15. Changes to Shipping Policy

Drivaa Retail Utility Network Private Limited reserves the right to update or modify this Shipping Policy at any time without prior notice. Users are responsible for reviewing the policy periodically.