Shipping & Delivery Policy

Last Updated: November 2, 2026

1. Local Food Delivery (Home/Office)

For standard local deliveries within our operational cities:

• Delivery Time: Standard delivery time is between 30 to 45 minutes from the time of order confirmation.
• Operating Hours: Deliveries are generally available from 8:00 AM to 11:00 PM, subject to individual restaurant operating hours.
• Delivery Charges: Delivery fees are calculated based on the distance between the restaurant and your delivery location. The exact fee is displayed at checkout before payment.
• Delivery Areas: We deliver within a 5-10 km radius of partner restaurants to ensure food quality and temperature are maintained.

2. Train Food Delivery

For food delivered directly to your train seat:

• Order Cut-off Time: Orders must be placed at least 2 hours before your train is scheduled to arrive at the chosen delivery station.
• Delivery Process: Our delivery executive will bring the food directly to your seat/berth based on the PNR number provided during ordering.
• Train Delays: If your train is delayed, our system tracks the live running status and adjusts the preparation and delivery time accordingly. However, in extreme delay cases (over 2 hours), the order may be cancelled and refunded based on our Refund Policy.
• Delivery Stations: We currently operate at over 500+ major railway stations across India.

3. Order Tracking

Once your order is confirmed and dispatched, you will receive an SMS and WhatsApp notification with a live tracking link. You can also track the real-time status of your delivery executive via the Simpay Food Services app.

4. Unsuccessful Deliveries

A delivery may be considered unsuccessful if:

• The customer is unresponsive to phone calls from the delivery executive (up to 3 attempts).
• The provided delivery address or PNR number is incorrect or untraceable.
• The customer is not present at the location/seat at the time of delivery.

Note: In the event of an unsuccessful delivery due to customer unavailability or incorrect details, no refund will be provided as food is a perishable item.

5. Contact Us for Delivery Issues