This Shipping & Delivery Policy explains how Thapala Box Private Limited ("ThapalaBox," "we," "us," or "our") delivers orders placed through our website and mobile applications (the "Platform"). Because we deliver locally, "shipping" here means local delivery of your order to the address you provide.
At launch, ThapalaBox provides food delivery and grocery delivery from our partnered restaurants and stores. This policy covers those services.
We may introduce additional services (such as medicine or parcel delivery) in future. When we do, they will be described and governed by updated terms shown to you before you use them. We do not currently offer parcel or courier services.
Delivery availability depends on the opening hours of the local restaurants and stores serving your area and on delivery-partner availability. The hours and open/closed status applicable to your location are shown on the Platform before you order. Orders can only be placed while service is available for your area.
An estimated delivery time is shown at checkout, before you pay. Estimates are based on your distance from the restaurant/store, item preparation or picking time, and current conditions.
Delivery-time estimates are indicative, not guarantees. Actual delivery time may vary due to demand, weather, road and traffic conditions, distance, and preparation time. If your order is significantly delayed, we will keep you informed and, where appropriate, offer cancellation and refund in line with our Refund & Cancellation Policy.
This itemised pre-checkout disclosure is provided in accordance with the Consumer Protection (E-Commerce) Rules, 2020.
After you place an order, you will receive status updates through the Platform and/or SMS as your order moves through these stages:
| Status | Meaning |
|---|---|
| Order Confirmed | The restaurant/store has accepted your order |
| Preparing / Packing | Your food is being prepared or your groceries are being picked and packed |
| Out for Delivery | A delivery partner has collected your order and is on the way |
| Delivered | Your order has been delivered |
Where available, you can follow your order's progress in the app.
If a delivery cannot be completed — for example, the address is incorrect, no one is available to receive the order, or you cannot be reached — the delivery partner will try to contact you.
If your order arrives damaged or spilled, or you receive the wrong or missing items, please report it within 24 hours of delivery via admin@thapalabox.com or through the Platform, with photographs where possible. Eligible issues are resolved by refund or replacement in accordance with our Refund & Cancellation Policy.
Delivery may be delayed or temporarily unavailable due to weather, road or traffic conditions, local disruptions, restaurant/store or delivery-partner unavailability, or other events beyond our reasonable control. If your order is affected, you may cancel and seek a refund in line with our Refund & Cancellation Policy.
In line with the Consumer Protection (E-Commerce) Rules, 2020, before you confirm an order we display the itemised price, all applicable charges, the total payable, the estimated delivery timeline, and cancellation/refund eligibility in plain language.
If you have a delivery-related complaint, please contact our Grievance Officer:
Grievance Officer: Sai Vusirikapally, Grievance Officer
Email: admin@thapalabox.com
Phone: +91 7702613638
Acknowledgement: within 48 hours of receipt
If your grievance is not resolved satisfactorily, you may also approach the National Consumer Helpline (1800-11-4000 / consumerhelpline.gov.in).
Our liability for any delivery-related issue is limited to a refund of the charges paid for the affected order, except where a higher liability is required under the Consumer Protection Act, 2019. We are not liable for indirect or consequential losses.
We may update this policy as our services and delivery areas grow. The current version is always available on this page with a revised "Last Updated" date. Material changes will be notified through the Platform.
Thapala Box Private Limited
2-110, Chintha Nekkonda, Parvathagiri, Warangal – 506122, Telangana, India
Document Version: 1.1 | Last Updated: July 8, 2026
Governing law: laws of India, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Jurisdiction: courts at Warangal, Telangana.