Shipping Policy — BILLSHIP

Effective date: 31 July 2026  |  Last updated: 31 July 2026

This Shipping Policy ("Policy") describes in detail how BILLSHIP ("BILLSHIP,""we,""us,""our") processes, dispatches, and delivers orders placed through the BILLSHIP mobile application (the "App") to users ("you,""User"). This Policy should be read together with our Privacy Policy and Terms & Conditions, each of which is incorporated by reference. By placing an order through the App, you agree to the terms set out below. Where anything in this Policy conflicts with our Terms & Conditions on a shipping-related matter, this Policy shall govern for that specific matter.

1. Serviceable Areas

BILLSHIP currently delivers only to locations that fall within our designated service areas.

• Serviceability is checked automatically at checkout, based on the delivery address you enter or the location permission granted through the App.
• If an address falls outside a serviceable area, the App will notify you before an order can be placed, and you will not be able to complete checkout for that address.
• Service areas are determined based on factors such as availability of fulfilment points, delivery partner coverage, and operational feasibility, and may be expanded, reduced, or temporarily suspended (for example, due to local disruptions) at our discretion, without prior notice.
• Being able to browse the App from a given location does not guarantee that delivery is available to that location; final serviceability is confirmed at checkout.

2. Order Processing and Dispatch

Once an order is placed and payment is confirmed (or, where cash on delivery is offered, once the order is accepted), it enters our fulfilment process.

• Orders are picked and packed at the nearest fulfilment point or partner store serving your delivery area, using our order management and warehouse management systems (including our logistics technology partner, ER4U) to coordinate stock allocation, picking accuracy, and dispatch readiness.
• Order processing times may vary based on item availability, order volume, time of day, and local operating hours of the fulfilment point serving your address.
• You will receive an in-app notification, SMS, or email once your order has been accepted, and again once it has been dispatched for delivery, subject to your notification preferences.
• If any item in your order cannot be fulfilled at the packing stage due to unexpected unavailability, it will be removed from the order (or substituted, if you have enabled substitutions) and you will be notified, with any amount paid for that item refunded.

3. Delivery Timelines

Estimated delivery windows are shown at checkout and in your order summary, and are calculated based on your delivery address, the fulfilment point assigned to your order, and current delivery-partner capacity.

These are good-faith estimates only and are not guaranteed delivery times. Actual delivery may be affected by traffic, weather, item availability, incorrect or incomplete address details, delivery-partner availability, or other circumstances beyond our reasonable control. Where BILLSHIP anticipates a significant delay to a confirmed order, we will make reasonable efforts to notify you through the App.

4. Shipping and Delivery Charges

• Delivery charges, where applicable, are calculated at checkout based on factors such as order value, delivery distance, service area congestion, and the delivery type selected (standard, express, or scheduled).
• The applicable delivery charge is always displayed to you before you confirm payment, and forms part of your total order value.
• BILLSHIP may offer free delivery above a specified order value, during promotional periods, or for certain User segments (e.g., subscribers to a paid delivery plan, where offered); the terms of any such offer will be displayed within the App and may change or be withdrawn at any time.
• Any delivery charge already paid is generally non-refundable once an order has been dispatched, except where the delivery itself fails due to an error attributable to BILLSHIP.

5. Order Tracking

Once your order is dispatched, you can track its status within the App, including stages such as order-confirmed, being packed, out-for-delivery, and delivered, where such granular tracking is available for your service area and fulfilment point. Push notifications, SMS, or email updates may also be sent at key stages of the delivery journey, subject to your notification settings. Where live location tracking of the delivery partner is available, it is provided for your convenience only and estimated arrival times shown may vary from actual arrival.

6. Delivery Attempts and Failed Deliveries

• Our delivery partner will attempt delivery at the address provided at the time of order placement, using the contact number associated with your account or order.
• Please ensure the address, landmark details, and contact number are accurate and complete, and that someone is reasonably available to receive the order at the estimated delivery time or scheduled slot.
• If delivery cannot be completed because the address is incorrect or inaccessible, the recipient is unreachable by call or message, or no one is available to receive the order after a reasonable waiting period, the order may be marked as a failed delivery.
• In the case of a failed delivery attributable to the User (e.g., wrong address or unavailability), applicable delivery charges and, for perishable items, the cost of the items may not be refundable, as such items typically cannot be re-stocked or redelivered safely.
• Where feasible and appropriate for the item type, BILLSHIP or its delivery partner may offer one re-attempt at delivery, at its discretion, subject to fulfilment-point and delivery-partner availability.
• If a delivery fails due to an error on BILLSHIP's part (e.g., dispatch to the wrong address), BILLSHIP will arrange redelivery or a full refund, at no additional cost to you.

7. Delayed, Damaged, or Missing Items

If your order is significantly delayed beyond the estimated window, arrives with damaged items, or is missing items you were charged for, please report the issue through the App's support section, or the contact details in Section 12, as soon as reasonably possible and generally within a reasonable time of delivery (or expected delivery).

• Where possible, please include a description of the issue and any supporting photographs, as this helps us resolve your claim faster and improve fulfilment quality.
• Valid claims will be resolved through replacement of the affected item (subject to availability), a refund to your original payment method or App wallet, or store credit, at BILLSHIP's discretion, in accordance with the refund terms set out in our Terms & Conditions.
• BILLSHIP reserves the right to request additional information or to investigate with the relevant fulfilment point or delivery partner before resolving a claim.

8. Order Cancellations

• Orders may generally be cancelled free of charge at any time before they are dispatched for delivery, either directly through the App's order-management section or by contacting customer support.
• Once an order has been dispatched, cancellation may no longer be possible, particularly for perishable grocery items that cannot be safely returned to stock; in such cases, the order will proceed to delivery, and any subsequent issue should be raised under Section 7.
• BILLSHIP reserves the right to cancel an order on its own initiative, whether before or after dispatch, in circumstances described in our Terms & Conditions (e.g., pricing errors, stock unavailability, or suspected fraud), with a full refund of any amount already paid for the cancelled portion.

9. Substitutions

Where the App offers a substitution feature, and you have opted in, BILLSHIP or the fulfilling store may replace an unavailable item with a reasonably similar alternative at the time of picking. Any price difference for an approved substitution will be adjusted in your final order total, and you may reject a substituted item at the doorstep at the time of delivery, subject to the item's condition.

10. Force Majeure

BILLSHIP shall not be liable for delays in, or failure of, delivery caused by events beyond its reasonable control, including but not limited to natural disasters, extreme weather, pandemics, strikes or labour disruptions, civil unrest, transportation disruptions, fuel shortages, or government-imposed restrictions. In such circumstances, BILLSHIP will make reasonable efforts to notify affected Users through the App and to reschedule or otherwise resolve affected deliveries once normal operations resume.

11. Changes to This Shipping Policy

BILLSHIP may revise this Policy periodically to reflect changes in its logistics practices, service areas, delivery-partner arrangements, technology, or legal requirements. Material changes will be notified through the App or via the email address associated with your account, and the "Last updated" date above will be revised accordingly. Continued use of the App, or placement of a new order, following such changes constitutes your acceptance of the revised Policy.

12. Grievance Officer

For any queries, complaints, or grievances relating to shipping, dispatch, or delivery of your order, please contact:

Name: DINESH

Designation: Grievance Officer

Email: Support@billship.in

Address: Talao 112, Jhajjar, Haryana 124103

Phone: 7494908233

Grievances will be acknowledged within 48 hours of receipt and will generally be resolved within 30 days, depending on the nature and complexity of the matter raised.