Delivery & Pickup Policy

Cakesify is a technology service provider. Each Seller is an independent food business and the Food Business Operator responsible for fulfilling its own orders. Cakesify does not operate a delivery fleet, courier service, or logistics network, and does not guarantee delivery, pickup, timing, or fulfilment of any order.

Unless Cakesify separately provides and documents an integrated third-party delivery service for a Seller's account, all delivery and pickup arrangements are made directly between the Seller and the Buyer. Cakesify may provide tools that help Sellers communicate delivery and pickup details to Buyers, but the responsibility for fulfilment rests with the Seller.

Each Seller decides which fulfilment options it offers. Depending on the Seller, these may include:

• Delivery: the Seller delivers the order to the Buyer's address, either directly or through a delivery partner arranged by the Seller.
• Pickup: the Buyer collects the order from a location specified by the Seller at an agreed time.

The options available, including any conditions, are shown on the Seller Storefront or communicated to the Buyer during the order process. Not all Sellers offer both options.

Delivery availability, service areas, and delivery radius are defined by each Seller and may vary by location, order value, product type, and time. A Seller may decline or be unable to fulfil orders outside its serviceable area. Where pickup is offered, the pickup location and timings are set by the Seller. Buyers should review the delivery or pickup details shown by the Seller before placing an order and provide accurate location and contact information.

Estimated preparation and delivery or pickup times are set by the Seller and are indicative, not guaranteed. Because many products are freshly prepared and perishable, timelines may depend on the order, the product, demand, distance, weather, traffic, and other factors outside the Seller's or Cakesify's control. Any specific timing commitment is a matter between the Buyer and the Seller.

Delivery charges, where applicable, are set by the Seller and disclosed to the Buyer before the order is confirmed, typically at checkout. Such charges are payable by the Buyer unless the Seller states otherwise. Pickup orders are generally not subject to delivery charges. Any applicable taxes, delivery charges, platform charges, payment charges, or other charges, where applicable, will be shown during the order process before confirmation.

The Seller is solely responsible for appropriate packaging, labelling, and maintaining food safety during preparation, handling, and transit. As the Food Business Operator, the Seller is responsible for ensuring that products are packaged suitably for delivery or pickup and comply with applicable food safety and labelling laws, including FSSAI requirements where applicable.

Delays or failed fulfilment may occur for reasons including an incorrect or incomplete delivery address, the Buyer being unavailable to receive the order, the Buyer not collecting a pickup order at the agreed time, weather or traffic conditions, or product unavailability.

• Buyers must provide an accurate and complete delivery address and contact details and remain reachable at the agreed time.
• Where a delivery fails due to Buyer unavailability or incorrect details, the Seller's re-delivery, cancellation, or refund terms apply.
• Where a Seller cannot fulfil a confirmed order, the Seller will communicate with the Buyer and process a cancellation or refund where appropriate, in line with the Refund & Cancellation Policy.

Order status and updates, where available, are communicated through the Platform or directly by the Seller. For questions about a specific order, including its delivery or pickup status, the Buyer should contact the Seller in the first instance. Cakesify may assist as a facilitator and, where required by law, may handle or escalate grievances.

If an order arrives damaged, incorrect, or not as described, the Buyer should raise the issue with the Seller promptly, with supporting details such as photographs where possible. Because many products sold through Cakesify storefronts are perishable or made to order, Buyers should inspect the order promptly at the time of delivery or pickup and raise any issue as soon as reasonably possible. Resolution, including replacement, cancellation, or refund, is handled by the Seller in accordance with the Refund & Cancellation Policy. Cakesify may facilitate or initiate refunds through the payment gateway in cases of payment disputes, chargebacks, platform-level errors, or where required under Applicable Law.

To the maximum extent permitted by Applicable Law, Cakesify is not liable for any delay, failure, damage, or loss arising from the delivery, pickup, packaging, or fulfilment of an order, which are the responsibility of the Seller, except to the extent that liability arises from Cakesify's own breach, wilful misconduct, gross negligence, platform error, or obligations that cannot be excluded under Applicable Law. This Policy forms part of and should be read with our Terms and Conditions and Refund & Cancellation Policy.

For any queries or complaints regarding delivery or pickup, you may contact the Seller directly or reach us using the details below. Our Grievance Officer will acknowledge consumer complaints within 48 hours and endeavour to resolve them within one month, as applicable under the Consumer Protection (E-Commerce) Rules, 2020.