Delivery Policy

Delivery Policy

Last updated: 10 October 2026

This explains how orders are collected or delivered, what delivery costs, how handover works, and what happens when something goes wrong.

Contact: support@stachy.in, +919581423817

1. Collection or delivery

Most shops let you collect your order yourself at no delivery charge. Where delivery is available, you may choose it instead and a delivery fee applies.

Some shops offer only one of the two. For example, a cloud kitchen with no counter may deliver only. The app shows what each shop offers before you order.

We switch delivery on and off area by area. If delivery is not available when you order, the app says so before you pay.

2. Where we deliver

Each shop serves the area within a set distance of it. The shops you can see depend on your location or delivery address. If an address is outside every shop's area, the app says so before you order.

3. What delivery costs

The delivery fee for your address and order is shown as its own line before you pay, and is charged when you order, not at the door. It is never included in the price of goods. The fee charged is recorded on your order.

4. Paying for a delivered order

Food and priced groceries are paid in full when you order, so nothing is owed at the door.

For a Quick List, you pay a booking amount when you order and the balance when the order reaches you. At the door you can pay the balance by scanning the Stachy payment QR code the delivery partner shows you or, where cash is offered, in cash. The delivery partner collects it on Stachy's behalf.

5. Delivery partners

Deliveries are made by independent delivery partners who use the Stachy Rider app. They are not employees of Stachy or of the shop.

When an order is ready or nearly ready, it is offered to delivery partners near the shop. A partner may accept or decline an offer, and a declined or unanswered offer is passed to another partner. If a partner cannot complete a delivery they have accepted before collecting it, the order is offered again.

6. Tracking

While a delivery is on its way, the app shows its progress, the delivery partner's name and, where available, their location on a map.

7. Handover

A delivered order has a four-digit code, shown in the app. The delivery partner asks for it before handing the order over. Please share it only with the delivery partner at your door. Anyone at your address who has the code may receive the order.

An order you collect from a shop has a four-digit Pickup PIN, shown in the app. Show it at the counter; the shop checks it matches before handing the order over.

8. Your part

Please give a complete and accurate address, keep the phone number on the order reachable, and be available to receive the order. The delivery partner will try to contact you if they cannot find you.

9. If a delivery cannot be completed

If the delivery partner cannot hand the order over, they record the reason, and the order is reviewed.

What is refunded depends on why, and is set out in the Refund Policy. In short: if the reason is on our side or the shop's, you are refunded in full. If you could not be reached, or the address was wrong, groceries are refunded without the delivery fee and platform charge or the GST on them, and food, which cannot be resold, is not refunded.

10. If no delivery partner is available

If your order is ready but no delivery partner can be found, the app lets you cancel it and you are refunded in full. See the Cancellation Policy.

11. Timings

Shops set their own opening hours and preparation times. Where a shop gives a preparation time, the app shows an estimate. Estimates can change, for example if the shop is busy or delayed, and the app shows the updated estimate. We do not guarantee a delivery time.

A restaurant, cloud kitchen or bakery cannot be ordered from while it is closed. An order to a closed grocery shop is queued until it opens.

12. Packaging

The shop packs your order. We do not pack it, repack it, open it or supply the bag or box it comes in. A delivery partner carries the order sealed exactly as the shop handed it over.

Shops are required to use lawful packaging, including the rules on plastic thickness and banned single-use plastic items. We do not inspect packaging. If an order reaches you in packaging that should not have been used, tell us and we will take it up with the shop.

13. If something is wrong

Report it through the app as soon as you can, and keep the goods as they arrived where possible. Missing, damaged or wrong items are covered by the Refund Policy.

14. Contact

Support: support@stachy.in

Phone: +919581423817

Support hours: Email us. We usually reply within 2 hours.

Grievance officer: Harsha Vardhan, support@stachy.in

Address: VV Vintage, Somajiguda, Hyderabad, Telangana 500082