This Shipping & Delivery Policy explains how delivery, logistics handling, timelines, and related conditions operate when you place an order on the Callsouq Platform.

This policy must be read together with the Callsouq Terms & Conditions for Consumers and the Refund & Cancellation Policy.

By placing an order, you agree to this policy.

1. Delivery Coverage & Branch-Based Service

1.1 Local Branch System

Callsouq operates using a branch-based inventory model, meaning:

• Customers can only order products available in their verified local branch.
• Delivery availability is determined by your PIN code and branch service coverage.

1.2 Serviceable & Non-Serviceable Locations

Delivery is offered only in serviceable PIN codes.

If your location becomes temporarily inaccessible or unserviceable, Callsouq may:

• Cancel the order
• Offer alternative delivery time
• Issue a refund

Callsouq's decision is final based on ground feasibility.

2. Delivery Timeframes

2.1 Standard Delivery

Callsouq aims to deliver most orders within a few hours of confirmation.

Delivery time depends on:

• Distance from branch
• Product availability
• Traffic conditions
• Order volume

Actual delivery time may vary.

2.2 Same-Day Delivery

Callsouq offers same-day delivery for most categories in active service areas, subject to:

• Cut-off times
• Rider availability
• Weather, road conditions, or operational constraints

Same-day delivery is not guaranteed for every order.

2.3 Multi-Item Orders

If an order contains multiple items:

• Items may be shipped in separate deliveries
• Each delivery acts as a separate shipment for operational reasons

3. Delivery Charges

3.1 Standard Delivery Fees

Delivery fees (if applicable) are displayed during checkout and may vary by:

• Distance
• Order weight
• Category
• Demand/load conditions

3.2 Non-Refundable Charges

Delivery fees are non-refundable in all cases, except when:

• Callsouq cancels the order due to operational impossibility

4. Delivery Process & Customer Responsibilities

4.1 Customer Availability

You must ensure:

• You (or an authorized person) is available at the delivery address
• Your phone number is reachable
• Proper access to deliver the order

If you are unavailable:

• Our delivery partner may attempt re-delivery once
• Further failure may result in cancellation with no refund of delivery fees

4.2 Address Accuracy

You are responsible for providing:

• Correct address
• Valid PIN code
• Correct floor/building details

Wrong or incomplete address may result in cancellation.

4.3 Authorized Recipient

Delivery may be handed over to:

• Family member
• Neighbor
• Security personnel
• Authorized receiver at the customer's request

Once delivered to the authorized person, the order is considered fulfilled.

5. Delivery Attempts & Failure Handling

Delivery may fail due to:

• Wrong address
• Unreachable phone number
• Customer not available
• Restricted access (gated societies, office restrictions, etc.)
• Unsafe location
• Weather, traffic, or road blockage

In such cases:

• Order will be cancelled
• Product value will be refunded as per policy
• Delivery fee will not be refunded

6. Delivery Restrictions

Callsouq may restrict or delay delivery in cases such as:

• Natural disasters
• Strikes, protests, curfews
• Roadblocks and police restrictions
• Technical failures
• Sudden unavailability of delivery fleet

Refusal to deliver in unsafe or inaccessible areas is at Callsouq's sole discretion.

7. Proof of Delivery

Delivery may be confirmed via:

• OTP verification
• Photo confirmation
• Delivery partner app confirmation
• Manual acknowledgment

Once marked delivered, the order is considered completed.

8. Packaging & Handling

Callsouq uses:

• Sealed packaging
• Temperature-controlled handling (for perishables, if applicable)
• Appropriate wrapping based on product type

However, normal variation in packaging or branding does not qualify as damage.

9. Damaged, Missing, or Wrong Product Delivery

If your delivered order has an issue:

You must report it within 24 hours of delivery and provide an unboxing video showing:

• Package condition
• Label/barcode
• Product inside the package

Based on verification, Callsouq may:

• Replace the product
• Arrange return pick-up
• Issue a refund

Callsouq's decision is final after reviewing evidence.

10. Special Category Deliveries

10.1 Perishable Items (vegetables, meat, fish, dairy, etc.)

Delivered as fast as possible.

No return accepted unless:

• Damaged
• Rotten/spoiled at arrival
• Wrong product

Requires unboxing video proof.

10.2 Bulk Orders

Bulk orders may require:

• Longer delivery time
• Additional handling charges
• Prior confirmation call

11. Delivery During Peak Periods

During festivals, holidays, sale events, or high-demand days:

• Deliveries may be delayed
• Delivery slots may be limited
• Cancellation due to overload may occur

Callsouq will try to keep customers informed.

12. Third-Party Delivery Partners

Delivery may be handled by:

• Callsouq's internal fleet
• Verified third-party logistics partners

All partners follow Callsouq's delivery protocols.

13. Force Majeure Clause

Callsouq is not liable for delays or failures caused by events beyond its control, including:

• Natural disasters (flood, fire, cyclone, earthquake)
• Accidents affecting delivery chain
• Strikes, riots, pandemics
• Transport interruptions
• Government restrictions

Refunds will be processed only as per standard policy.

14. Final Decision Clause

All delivery-related decisions—timing, feasibility, charges, rescheduling, and cancellations—are at the sole discretion of Callsouq and are final and binding, subject only to applicable consumer protection law.

15. Contact Support for Delivery Help