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    Shipping Policy

    This Shipping & Delivery Policy (“Policy”) explains how orders placed on the Adil online grocery eCommerce Platform (“Platform”) are processed, packed, dispatched, delivered, and managed.

    By placing an order through the Platform, you agree to the terms outlined below.

    1. DELIVERY COVERAGE & AVAILABILITY

    1.1 Service Areas Adil delivers to designated neighbourhoods, districts, and city zones that fall within our operational delivery network. Delivery coverage is determined by:

    • Store-level fulfilment capacity

    • Routing feasibility

    • Cold-chain compliance

    • Real-time fleet availability

    • Peak or restricted operating hours

    Coverage is managed through the Platform’s Logistics Management Centre and may be updated without notice.

    1.2 Availability by Slot Delivery slots shown at checkout are subject to availability. High-demand windows may fill quickly.

    1.3 Temporary Restrictions Deliveries may be suspended or restricted due to:

    • Severe weather

    • Public holidays

    • Infrastructure disruptions

    • Regulatory restrictions

    • Fleet capacity limits

    • Unexpected operational issues

    2. ORDER PROCESSING & CUT-OFF TIMES

    2.1 Order Queueing Orders enter our fulfilment pipeline as soon as payment is successfully processed.

    2.2 Cut-Offs Orders placed after the cut-off time for a given delivery slot may automatically be moved to the next available slot.

    2.3 Picking & Packing Fresh, frozen, and ambient products are picked according to strict handling standards. Temperature-sensitive items are stored and packed separately to preserve quality.

    2.4 Operational Adjustments In rare cases, we may adjust your delivery time due to store load, stock availability, or routing issues. You will be notified where possible.

    3. DELIVERY SLOTS & TIME WINDOWS

    3.1 Selecting a Slot Users may choose a delivery window at checkout. Slot length varies by region and operational capacity.

    3.2 Changes to Slots Slot adjustments after order placement may be permitted depending on fulfilment stage. Once picking begins, slot changes are no longer possible.

    3.3 Delays While we aim to deliver within your selected window, actual delivery timing may vary due to traffic, distance, or environmental conditions. During peak trading periods, slight delays may occur.

    4. DELIVERY FEES

    4.1 Fee Structure Delivery fees may vary based on:

    • Delivery zone

    • Basket size

    • Chosen delivery window

    • Promotional waivers (minimum basket threshold, loyalty perks)

    4.2 Free Delivery Promotions Eligibility criteria must be met at time of checkout. Post-order edits may affect promotional qualification.

    5. STOCK AVAILABILITY & SUBSTITUTIONS

    5.1 Real-Time Inventory Product availability is determined through the Inventory Management Dashboard. Variations may occur due to high demand or store-level discrepancies.

    5.2 Substitution Options If an item is unavailable, we may:

    • Substitute with a similar product

    • Substitute with an equal or higher-value alternative

    • Remove the item if substitutions are declined

    You may set substitution preferences in your account or for individual orders.

    5.3 Refunds for Missing Items Unavailable or omitted items will be refunded back to your original payment method.

    6. RECEIVING YOUR ORDER

    6.1 Customer Presence You (or an authorised representative) must be available during the chosen delivery slot to accept the order.

    6.2 If You Are Unavailable If no one is present, the driver may:

    • Attempt to call you

    • Wait for a short grace period

    • Return the order to the store

    Redelivery may incur additional fees. Perishable items cannot be restocked once returned.

    6.3 ID Verification If your order contains age-restricted items (where applicable), the driver may request valid identification.

    7. HANDLING OF FRESH, FROZEN & TEMPERATURE-SENSITIVE ITEMS

    7.1 Fresh Produce Items are selected to meet Adil’s quality standard, but natural variations occur.

    7.2 Frozen Products Frozen items are maintained using approved cold-chain practices until handover. Once delivered, responsibility transfers to the customer.

    7.3 Chilled Items Chilled items must be received promptly. We are not liable for spoilage caused by delayed collection at delivery.

    8. DELIVERY CONDITIONS & PROPERTY ACCESS

    8.1 Building Access If you live in a gated community, apartment building, or secured facility, you must provide appropriate access instructions.

    8.2 Driver Safety Deliveries may be refused if conditions are unsafe or access is obstructed.

    8.3 Contactless Delivery Where available, you may opt for contactless delivery. Some items (e.g., age-restricted goods) require in-person verification.

    9. ORDER TRACKING & NOTIFICATIONS

    9.1 Real-Time Tracking Users may track their order status via the Platform’s Order Status Tracking Module.

    9.2 Notifications You may receive updates via:

    • App notifications

    • SMS

    • Email

    These include confirmations, dispatch, driver arrival, and issue alerts.

    10. DELIVERY ERRORS, DAMAGES & MISSING ITEMS

    10.1 Incorrect Deliveries If you receive the wrong item(s), contact support within 24 hours for correction or refund.

    10.2 Damaged Items If you receive damaged goods, provide a photo to support and we will replace or refund the item.

    10.3 Missing Items Missing items identified during delivery should be reported immediately, or within 24 hours if unnoticed at the time.

    10.4 Product Quality Issues If a product is defective or spoiled upon delivery, let us know and we will arrange a replacement or refund.

    11. RETURNS RELATED TO DELIVERY

    Due to hygiene and safety standards, certain categories (fresh produce, chilled items, frozen goods, opened items) cannot be returned.

    Items eligible for return must meet the conditions in the Returns & Refunds Policy (can produce this next).

    12. DELIVERY PARTNERS

    Adil may use internal fleets or approved third-party logistics providers. All delivery partners must adhere to our operational SOPs and handling standards.

    13. SHIPPING LIMITATIONS

    We may be unable to deliver:

    • Hazardous materials

    • Items restricted by law

    • Bulk quantities exceeding operational capacity

    • Outside designated delivery zones

    14. FORCE MAJEURE

    We are not responsible for delays or failures caused by events beyond reasonable control, including:

    • Natural disasters

    • Political unrest

    • System outages

    • Transport network failures

    • Public health emergencies

    15. POLICY UPDATES

    We may modify this Policy periodically to reflect operational or regulatory changes. Updates will be published with an amended “Last Updated” date.