Shipping & Delivery Policy
Governs fulfillment boundaries, distance pricing, and customer doorstep responsibilities. Advertised delivery times are operational estimates and do not constitute a legally binding service level guarantee.
1. Service Territory & 5.5 km Road Route Boundary
Sonh provides rapid delivery services exclusively within designated neighborhoods in Baramulla, Jammu & Kashmir.
Delivery boundaries are enforced strictly via road route driving distance computed dynamically by Google Routes API, capped at a maximum of 5.5 kilometers (5,500 meters). Locations outside this network cannot be serviced.
2. Delivery Fee Tiers & Non-Guaranteed Time Estimates
| Driving Route Distance | Standard Fee | Estimated Time | Free Delivery Threshold |
|---|---|---|---|
| Tier 1: Up to 1.5 km | ₹30 | 5 – 20 min (Estimate) | Free for orders ≥ ₹199 |
| Tier 2: 1.5 km – 3.5 km | ₹45 | 10 – 25 min (Estimate) | Free for orders ≥ ₹199 |
| Tier 3: 3.5 km – 5.5 km | ₹60 | 15 – 30 min (Estimate) | Free for orders ≥ ₹199 |
*Timeframes are operational estimates based on baseline traffic. Extreme snow, heavy rain, checkpoints, or severe road congestion may cause delays. Sonh does not guarantee delivery within the estimated window.
3. Customer Availability & 10-Minute Waiting Policy
Customers must be available to receive delivery at the provided address. Upon arrival, the delivery rider will attempt phone contact.
10-Minute Doorstep Waiting Limit
If the customer is unreachable after 10 minutes of arrival, the order is marked as failed_delivery and returned to the hub. In such cases, delivery fees and the value of perishable goods (fresh produce, hot drinks, printed papers) are non-refundable due to operational loss.
4. Age Verification & Restricted Product Handoff
For age-restricted products (tobacco), the customer must be at least 21 years of age. Riders will physically verify a valid government photo ID before handoff. Failure to produce valid ID results in immediate refusal of the restricted items.