Effective Date: 18-12-2025 | Last Updated: 20-08-2026
At Kinnow, we prepare fresh, nutritious meals and deliver them to customers through scheduled subscription deliveries and on-demand quick delivery.
This Delivery, Shipping & Fulfilment Policy explains how Kinnow deliveries work, what customers can expect from our delivery process, and the responsibilities of both Kinnow and the customer in relation to delivery, order handling, cancellations, and perishable food.
For the purposes of this Policy, “Kinnow”, “we”, “us” or “our” refers to KINNOW DAILY FOODS PRIVATE LIMITED.
Kinnow currently provides delivery services within selected serviceable areas of Bengaluru, as determined by operational feasibility and availability.
Customers can check whether their address is serviceable through the Kinnow application. Serviceability may vary based on location, delivery density, operational capacity, traffic conditions, weather, delivery partner availability, and other operational considerations.
Kinnow reserves the right to refuse, cancel, suspend, or discontinue delivery or subscription services to locations that are outside our serviceable areas or where delivery is not operationally feasible.
If an order or subscription is placed using an incorrect, incomplete, or non-serviceable delivery location, Kinnow may cancel the relevant order or subscription. Any refund, credit, or other resolution in such cases will be handled in accordance with the applicable refund and cancellation terms.
Customers are responsible for providing accurate and complete:
Kinnow and its delivery partners rely on the information provided by the customer to complete delivery.
Subscription customers can select an available one-hour delivery slot between 5:00 AM and 10:00 AM, subject to serviceability and availability.
The selected slot represents the customer’s preferred delivery window and does not constitute a guarantee of delivery at an exact minute.
Due to routing, traffic, weather, building access, order volumes, rider availability, and other operational factors, a subscription meal may arrive up to approximately 15 minutes before or after the selected delivery slot.
Kinnow makes reasonable operational efforts to deliver meals earlier rather than later within or around the selected slot.
Customers may skip an upcoming meal through the Kinnow application before the applicable operational cut-off.
Unless otherwise communicated in the application, the standard cut-off for skipping a meal is 11:00 PM on the previous day.
Customers may also schedule skips in advance for future delivery dates, subject to the number of skips permitted under their applicable subscription plan.
Once the applicable cut-off has passed, the meal may already be included in production and delivery planning and may not be eligible for cancellation, refund, or credit merely because the customer subsequently forgot to skip it.
Where a subscription plan provides a pause facility, customers may pause their subscription through the Kinnow application in accordance with the applicable plan rules and cut-off times.
A pause request submitted after the applicable cut-off may not apply to a meal that has already entered the preparation or fulfilment process.
If a customer contacts Kinnow after the applicable 11:00 PM cut-off requesting cancellation or skipping of a meal, Kinnow may, at its discretion, consider the request where meal preparation has not yet commenced.
For breakfast deliveries, meal preparation may begin as early as approximately 3:00 AM on the delivery day.
Any such request is subject to operational feasibility, the meal involved, preparation status, and confirmation by the Kinnow operations team. Customers should not assume that a post-cut-off request will be accepted.
Kinnow may offer on-demand or quick delivery for selected meals and locations through the application.
Kinnow may communicate a “20-minute freshness promise” as part of its product and brand communication.
This communication is intended to highlight Kinnow’s focus on preparing and delivering meals fresh and promptly. It is not a guaranteed delivery-time commitment, service-level agreement, or promise that every order will arrive within 20 minutes.
Actual delivery time may vary due to traffic, rain, weather conditions, rider availability, vehicle issues, route conditions, order volume, building access, and other circumstances.
A delivery taking longer than 20 minutes does not, by itself, constitute a service failure and does not automatically entitle a customer to a refund, replacement, credit, or other compensation. Kinnow nevertheless strives to prepare and dispatch every meal fresh and as promptly as reasonably possible.
For quick delivery orders, the delivery address cannot ordinarily be changed after the order has been placed. Customers should therefore verify the delivery address before confirming their order.
Where a customer requests an address change directly with a delivery partner after an order has been placed, the delivery partner may decline the request, particularly where the requested location is operationally impractical or is more than 500 metres from the original delivery location.
The original delivery address remains the designated delivery location unless Kinnow or its delivery partner expressly confirms otherwise.
Kinnow may fulfil deliveries through its own personnel, employees, delivery partners, or third-party logistics providers.
When the delivery partner reaches the designated delivery location, the customer is expected to be available or ensure that an authorized person can receive the meal.
If the customer is unavailable or unreachable, the delivery partner may:
If the customer has provided specific delivery instructions through the Kinnow application, such instructions will generally receive priority, subject to safety, accessibility, and operational feasibility.
Where no specific instruction has been provided, the delivery partner may determine the most reasonably safe and practical location for leaving the package.
Where the meal is handed over to building security, reception, concierge, front-desk personnel, or another person reasonably considered to be authorized to receive deliveries at the delivery location, the delivery will be treated as successfully completed.
If the customer specifically instructs Kinnow or its delivery partner to leave a package with a particular person or at a particular location, responsibility for the package after such handover rests with the customer and/or the person designated by the customer.
If the customer cannot be reached after reasonable attempts, Kinnow or its delivery partner may leave the meal at the customer’s doorstep or another reasonably safe location at the designated delivery address.
Once the package has been delivered to the designated address or an appropriate safe location, and the delivery has been recorded as completed, the delivery obligation shall generally be considered fulfilled.
Customers are responsible for promptly collecting the meal after receiving the delivery notification.
Kinnow maintains operational records relating to delivery completion, which may include, where available:
Kinnow may use these records when reviewing delivery-related complaints or refund/replacement requests. Customers will also receive an in-app notification when an order is marked as delivered, and the order status will be reflected in the Kinnow application.
Customers are responsible for being available to receive their meals or for ensuring that an authorized person can receive them.
If a customer:
Kinnow will generally not provide a refund or replacement solely on the basis of the customer’s non-availability or failure to collect the meal.
This applies particularly where Kinnow’s delivery records indicate that the package was delivered to the correct location, handed over to an appropriate person, or placed at a reasonably safe location after reasonable attempts to contact the customer.
Kinnow may review and investigate cases where a customer states that an order was not delivered at all. A refund, replacement, credit, or other resolution may be considered where the available evidence reasonably establishes that:
The outcome of such cases will be determined following review of the available delivery records and circumstances.
Kinnow prepares fresh and perishable food products. While we take reasonable care in preparation, packaging, and delivery, customers should inspect their meals promptly after receiving them.
Customers should report any of the following issues to Kinnow Customer Support within 2 hours of delivery:
Where appropriate, Kinnow may request photographs, order information, or other details to investigate the issue. Depending on the circumstances and after review, Kinnow may provide a replacement, refund, credit, subscription adjustment, or another appropriate resolution.
Differences in taste preference, texture preference, appearance, colour, presentation, or minor variation in portion or appearance do not automatically constitute a defective or incorrectly delivered meal.
Fresh food may also naturally vary in appearance, texture, colour, or presentation from photographs shown in the application or other marketing materials.
Kinnow meals may contain perishable ingredients, including milk and milk-based products and other fresh ingredients used in items such as oats, smoothies, chia puddings, shakes, blends, and similar meals.
Customers are responsible for appropriately handling and storing meals after delivery.
Where refrigeration is appropriate, particularly during hot or humid weather, customers should refrigerate the meal promptly after delivery and follow any storage or consumption instructions provided with the product or through the Kinnow application.
Meals intended for immediate consumption should be consumed promptly.
Once a meal has been successfully delivered, Kinnow is generally not responsible for deterioration, spoilage, contamination, changes in taste or texture, or other quality issues arising from:
Customers should not consume food that appears spoiled, contaminated, damaged, or otherwise unsafe.
Delivery times may be affected by circumstances including, but not limited to:
Kinnow does not provide automatic refunds, replacements, credits, or other compensation solely because a delivery takes longer than the expected or communicated delivery window. However, customers may contact Kinnow Customer Support regarding genuine concerns, and Kinnow may review the circumstances and determine an appropriate resolution on a case-by-case basis.
Kinnow shall not be responsible for delivery delays, interruptions, cancellations, or service disruptions caused by circumstances beyond its reasonable control, including but not limited to: natural disasters, extreme weather, flooding, traffic disruptions, road closures, government restrictions, civil disturbances, labour disruptions, technical failures, internet or telecommunications outages, supply-chain disruptions, public health emergencies, delivery partner disruptions, or other unforeseen circumstances beyond Kinnow’s reasonable control.
Where such circumstances materially affect a subscription delivery, Kinnow may, where reasonably appropriate, provide a replacement meal, subscription extension, credit, refund, or another resolution depending on the circumstances.
Customers who have concerns regarding a delivery should contact Kinnow Customer Support through the available support channels in the Kinnow application or other officially communicated channels.
For delivery, missing-item, packaging, or food-quality concerns, customers should contact support within 2 hours of the recorded delivery time wherever reasonably possible.
Kinnow may review relevant order information, delivery records, GPS/location information, photographs, timestamps, call attempts, customer instructions, and other available information when determining the appropriate resolution. Kinnow’s review will consider the circumstances and available evidence of each individual case.
Cancellation, refunds, subscription pauses, skips, credits, replacements, and other financial adjustments are subject to Kinnow’s applicable Cancellation & Refund Policy, as updated from time to time.
Nothing in this Delivery, Shipping & Fulfilment Policy shall be interpreted as creating an automatic entitlement to a refund, replacement, credit, or subscription extension where the applicable conditions for such resolution have not been met.
In particular, a customer forgetting to skip or pause a subscription meal within the applicable cut-off, failing to answer delivery calls, failing to collect a properly delivered meal, or subsequently misplacing a package after successful delivery does not by itself create an entitlement to a refund or replacement.
Kinnow reserves the right to modify, update, or amend this Delivery, Shipping & Fulfilment Policy from time to time to reflect changes in our operations, technology, service areas, delivery processes, applicable requirements, or business practices.
The latest version of this Policy will be made available through the Kinnow application or website. Continued use of Kinnow’s services after an updated Policy becomes effective will be subject to the revised Policy.
For delivery-related assistance, customers may contact Kinnow Customer Support through the support options available in the Kinnow application.