Shipping Policy

SHIPPING POLICY

1. INTRODUCTION

This Shipping Policy (“Policy”) outlines the terms and conditions governing pickup, transit, and delivery of goods and services ordered through the TURTU User Application (“Platform”), operated by TURTU INDIA LLP (“Company”, “we”, “our”, or “us”).

This Policy complies with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and applicable logistics and transportation laws of India.

By placing an order through the Platform, Users acknowledge and agree to the terms set forth in this Policy.

2. SERVICE COVERAGE

2.1 TURTU currently operates within Belagavi city limits and select nearby areas, with expansion to additional Tier-2 and Tier-3 cities planned.

2.2 All deliveries are intra-city (hyperlocal) and generally completed within 90 to 150 minutes from Vendor confirmation, depending on distance, product type, and local conditions.

3. SHIPPING MODES

TURTU provides multi-category delivery services under the following verticals:

Food Delivery – Restaurants, cafes, and messes.
Grocery & Essentials – Local supermarkets and kirana stores.
Medicines – Licensed pharmacies.
Parcel / Courier Services – Pick-up and drop of personal packages, gifts, and documents.
Florists & Bakers – Time-sensitive or fragile goods such as cakes, flowers, and gifts.

4. DISPATCH & DELIVERY TIMELINE

4.1 After an order is confirmed, it is assigned to the nearest available Delivery Partner for pickup and delivery.

4.2 Estimated delivery time is displayed before checkout and may vary based on:

Vendor preparation or packing time;
Distance and route conditions;
Traffic or weather disruptions.

4.3 Live order tracking and delivery status are available through the Platform.

4.4 Users will be notified in case of unavoidable delays.

5. PACKAGING AND HANDLING

5.1 Vendors are responsible for proper, hygienic, and secure packaging of goods before dispatch.

5.2 Delivery Partners handle packages with care, particularly perishable or fragile items.

5.3 TURTU reserves the right to refuse transport of goods that are poorly packaged or unsafe to carry.

6. SHIPPING FEES

6.1 Delivery charges depend on factors including distance, order size, and delivery category.

6.2 The applicable delivery fee is displayed at checkout prior to order confirmation.

6.3 Additional surcharges may apply during adverse weather, high-demand hours, or festive periods, and will be clearly disclosed in advance.

7. CASH ON DELIVERY (COD) AND ONLINE PAYMENTS

7.1 TURTU supports Cash on Delivery (COD) and Online Payment methods such as UPI, cards, and wallets.

7.2 For COD orders, Users must pay the exact order amount upon delivery.

7.3 Repeated refusals to accept COD orders may result in suspension of COD privileges or delivery charges being applied on subsequent orders.

8. PARCEL INSURANCE AND LIABILITY

8.1 All parcel deliveries handled by TURTU are insured through the Company’s authorized Insurance Partner.

8.2 Users must declare the approximate value of parcels during booking for coverage eligibility.

8.3 In the event of loss, theft, or damage during transit, Users may raise a claim with the Insurance Partner through the in-app “Claim Damage” option or by emailing help.turtu@gmail.com.

8.4 TURTU’s responsibility is limited to coordination and information transfer; final claim settlements are governed by the insurer’s terms.

9. DELIVERY ATTEMPTS

9.1 Delivery Partners make one attempt to deliver to the address provided.

9.2 If the recipient is unavailable, the Partner will attempt to contact the User via phone.

9.3 Repeated unavailability or non-response will result in the order being marked as undelivered.

9.4 Refunds for undelivered orders will depend on product type and Vendor policy; perishable or prepared goods are non-refundable.

10. DELIVERY RESTRICTIONS

10.1 TURTU does not deliver:

Hazardous, illegal, or prohibited goods;
Cash, jewellery, or currency equivalents;
Items exceeding the prescribed weight, size, or insurance limits.

10.2 TURTU reserves the right to decline pickups or deliveries that violate safety, legality, or internal policy guidelines.

11. COMMUNICATION AND NOTIFICATIONS

11.1 Users will receive delivery updates via in-app notifications, SMS, or email at key stages:

Vendor confirmation
Pickup by Delivery Partner
En-route updates
Successful delivery confirmation

11.2 All delivery and communication records are securely maintained for audit and service verification.

12. GRIEVANCE REDRESSAL

12.1 Users may raise complaints related to delays, damages, or delivery experience through:

The in-app “Message to TURTU” section by raising a support ticket, or
Email at help.turtu@gmail.com.

12.2 Each grievance will generate a unique tracking ID accessible through the app.

12.3 TURTU shall acknowledge all grievances within 48 hours and aim to resolve them within 7 working days.

13. FORCE MAJEURE

TURTU shall not be held responsible for delays or delivery failures caused by factors beyond reasonable control, including but not limited to natural calamities, strikes, curfews, transport disruptions, or network failures.

14. GOVERNING LAW AND DISPUTE RESOLUTION

14.1 This Policy is governed by the laws of India.

14.2 Any dispute shall be subject to arbitration at Belagavi, conducted under the Arbitration and Conciliation Act, 1996.

14.3 The seat and venue of arbitration shall be Belagavi, Karnataka, and the courts at Belagavi shall have exclusive jurisdiction.

15. POLICY REVISIONS

TURTU India LLP reserves the right to amend or update this Policy without prior notice, in line with changes in law or service structure. Revised versions will be updated within the app and communicated through official notifications. Continued use of the Platform signifies acceptance of the revised Policy.