Shipping & Delivery Policy

DukanCloude is a marketplace of local shops and service providers. Physical orders are packed and shipped by the seller, either with their own delivery staff or through a courier partner. We set the standards every seller must meet, show you the charges and delivery estimate before you pay, and help you if something goes wrong.

This policy covers physical products. Services, bookings and rentals are delivered in person or on the date you book. The next section explains how.

At checkout, you choose how you want to receive your order from each shop:

• Each seller sets their own delivery area. Many local shops deliver within their city or within a few kilometres.
• Pick your location in the search bar to see shops that serve your area. Sellers that do not deliver to you may still offer takeaway.
• Some sellers ship across India through courier partners. The listing says so when this is available.
• We do not ship outside India at the moment.

These are typical times after the seller confirms your order. The exact estimate is shown when you order.

• Each seller sets its own delivery charges. They are always shown in your order total before you pay.
• Many sellers offer free delivery above a minimum order value. Takeaway and dine-in never have a delivery charge.
• DukanCloude never adds hidden shipping fees. If you are asked to pay extra at the door, refuse and report it to us.
• If an order is cancelled or returned because of a seller error, any delivery charge is refunded in full under our Refund Policy.

The seller is notified as soon as you place an order. Most orders are prepared on the same day. Packed goods are usually dispatched within 1–2 business days. If a seller cannot meet the estimate, they should tell you straight away. You can then wait or cancel for a full refund.

We may hold an order for a short check if it looks unusual, for example a very large Cash on Delivery order. This protects buyers and sellers from fraud.

• You get notifications on DukanCloude when your order is placed and when its status changes.
• You can chat with the seller from the shop page to check on your order or change delivery instructions.
• Courier shipments include a tracking number from the seller, where one is available.

Not receiving updates? Check that your email address is verified and that notifications are allowed in your browser.

• The seller or courier tries to contact you on your registered phone number before giving up on a delivery.
• Prepaid orders: if delivery fails twice because you were unavailable or the address was wrong, the order goes back to the seller. You get a refund minus the delivery charges already incurred.
• Cash on Delivery orders: not being available to accept the order counts as a no-show. Two no-shows suspend your account under our COD rules.
• Takeaway: the shop holds your order until the time you promised. After that, the seller may release it.

• Check the package before you accept it. If it is torn, open, wet or tampered with, you can refuse it.
• If the parcel looked fine but the item is damaged or missing, report it within 48 hours. Include photos, and an unboxing video if you have one.
• You will get a replacement or a full refund, as described in our Returns section.

Deliveries can be delayed by heavy rain, floods, strikes, curfews, festivals, courier disruptions or government restrictions. We and the seller will keep you informed. If a prepaid order is badly delayed, you can cancel it for a full refund before it is dispatched.