DELIVERY POLICY
Last Updated: 17-09-2026
1. SERVICE AREAS Neyy (operated by Neyy Foods) currently operates exclusively in Kakkanad, Kochi, Kerala, and specific surrounding zones. We do not offer interstate or international shipping. You can check if we deliver to your specific neighborhood by entering your location pin on the App’s home screen.
2. DELIVERY TIMING & SCHEDULED SLOTS
Scheduled Delivery: Neyy specializes in authentic home-cooked meals prepared in small batches. To ensure freshness, all orders operate on a pre-scheduled delivery model (e.g., Breakfast, Lunch, Dinner slots).
Time Slots: When placing an order, you will select a specific Delivery Time Slot. We strive to hand over your food within this designated window.
Estimates: All delivery times displayed on the App are estimates. Minor delays may occasionally occur due to heavy traffic, severe weather conditions in Kerala, or unforeseen logistical challenges.
3. DELIVERY FEES
Calculation: Delivery fees are dynamically calculated based on the distance between the Home Chef’s kitchen and your chosen delivery address.
Surge Pricing: During peak hours (Lunch/Dinner rushes), heavy rain, or local festivals, a slightly higher delivery fee may apply to incentivize our independent Delivery Partners to operate in difficult conditions.
Transparency: The total delivery fee is always explicitly shown on the "Checkout" screen before you confirm your payment.
4. CUSTOMER RESPONSIBILITY & HANDOVER
Be Available: You must ensure someone is available to receive the order at the selected address during your chosen delivery slot.
Gate Entry / Apartment Rules: If your apartment complex, hostel, or tech park does not allow delivery partners inside the premises, you agree to collect the order from the main gate or security desk.
Unreachable Customer (10-Minute Rule): If our Delivery Partner arrives and cannot reach you (phone unanswered / doorbell ignored) for 10 minutes, the order will be marked as "Failed/Delivered."
For Prepaid Orders: The food will be left at your doorstep or with building security, and no refund will be provided.
For COD Orders: The food will be returned/disposed of. Repeated failure to collect COD orders will result in permanent account suspension.
5. SAFETY SEALS & DAMAGED FOOD
Tamper-Evident Packaging: We mandate that all Home Chefs seal their packages with tamper-evident tape before handing them to the Rider.
Inspection on Arrival: If the packaging is severely damaged, crushed, or the tamper-evident seal is broken upon arrival, please do not accept the order.
Resolution: Take a photo immediately and contact our Support team via the App within 2 hours. We will process a replacement or refund after swift verification.
6. CONTACT US For any active delivery-related queries or rider routing issues, please contact:
In-App Chat: Go to "Orders" > Select the active order > "Help"
Email: admin@neyy.in
