Shipping & Delivery Policy
Last Updated: December 25, 2025 · Applicable to Pondicherry, India
Delivery Areas
Zenzio currently delivers across Pondicherry, India. We cover all major residential areas, commercial zones, and neighbourhoods within the city.
Our delivery coverage includes White Town, Lawspet, Muthialpet, Nellithope, Villianur, Karayampettai, Oulgaret, Seliamedu, and surrounding areas.
If your delivery address falls outside our current coverage zone, the app will notify you at checkout before you place an order.
Delivery Times
Estimated delivery window: 20-35 minutes for most areas within Pondicherry city.
Delivery time starts from the moment the restaurant accepts and begins preparing your order.
Factors that may affect delivery time:
- High demand periods (lunch and dinner rush)
- Restaurant preparation time for complex orders
- Traffic conditions
- Weather conditions
- Distance from restaurant to delivery address
Zenzio provides live GPS tracking in the app so you always know exactly where your order is.
Delivery Charges
Free delivery: Orders above the minimum order value for your zone receive free delivery. Most areas offer free delivery above ₹149.
Standard delivery charge: ₹15-₹20 for orders below the free delivery threshold, depending on your zone.
No surge pricing: Zenzio does not apply surge pricing. Your delivery charge at checkout is the charge you pay - no hidden fees.
Packaging charges: Some restaurants may add a nominal packaging charge (₹5–₹10), which is clearly shown before order confirmation.
How Delivery Works
Step 1 - Place your order: Browse restaurants, add items to your cart, and confirm your delivery address.
Step 2 - Restaurant preparation: Your order goes directly to the restaurant. The restaurant accepts and begins preparation.
Step 3 - Rakshi rider assigned: Once preparation begins, a Rakshi delivery executive is assigned to your order.
Step 4 - Real-time tracking: Track your Rakshi rider's location live in the app from the restaurant to your door.
Step 5 - Delivery confirmation: You receive an in-app notification on arrival. Contactless delivery is available.
Contactless Delivery
Contactless delivery is available across all Zenzio delivery zones.
To request contactless delivery:
- Add a delivery instruction in the app at checkout (e.g. "Leave at door")
- Our Rakshi rider will leave your order at the specified location and notify you via the app
Contactless delivery is particularly recommended for gated communities and apartment buildings where access may require coordination.
Failed Deliveries
A delivery attempt is considered failed when:
- The delivery address provided is incorrect or inaccessible
- No one is available at the delivery address after the rider's arrival
- The customer is unreachable by phone for 5+ minutes at the delivery location
In the case of a failed delivery:
- Zenzio will make one additional contact attempt
- If delivery cannot be completed, the order may be returned to the restaurant
- Refunds for failed deliveries due to incorrect address or customer unavailability are not provided
- Refunds for failed deliveries due to Zenzio's error will be processed within 5-7 business days
Special Instructions
You can add special delivery instructions to every order:
- Gate access codes
- Floor and apartment number
- Preferred drop-off location
- Contactless delivery request
- Allergies or customisation requests (communicated to the restaurant)
Special instructions are visible to both the restaurant and your Rakshi rider.
Delivery Zones & Estimated Times
| Zone | Est. Time | Delivery Charge |
|---|---|---|
| White Town / Pondicherry City Centre | 15–25 min | Free above ₹149 |
| Lawspet / Mudaliarpet | 20–30 min | Free above ₹149 |
| Muthialpet / Nellithope | 20–35 min | Free above ₹149 |
| Villianur / Karayampettai | 25–40 min | Free above ₹199 |
| Oulgaret / Seliamedu | 25–40 min | Free above ₹199 |
| Auroville Adjacent Areas | 30–45 min | ₹20 flat |
Delivery times are estimates and may vary. Zone coverage subject to change.
Questions?
Contact our support team at support@zenzio.in or call +91 6374207587 (Mon–Sat, 9 AM–9 PM IST).