Delivery Policy

1. Third-Party Courier Partners (Borzo & Porter)

All deliveries from our kitchen at Metropolis Riveria, Kasarvadavali, Ghodbunder Road, Thane, are dispatched using reputable third-party on-demand point-to-point courier networks, primarily:

• Borzo (WeFast): Two-wheeler direct courier dispatch for swift residential orders across Thane and Mumbai suburbs.
• Porter Courier Service: On-demand bike and commercial logistics for local deliveries and bulk catering orders.

Once your food is freshly cooked and packed, our kitchen staff books a dedicated courier rider who collects the parcel directly from our counter and navigates straight to your delivery location.

2. How Delivery Charges are Determined

Because delivery is performed by independent platforms (Borzo / Porter), the exact delivery fee is calculated in real time based on:

• Distance in kilometers from our kitchen in Kasarvadavali to your destination.
• Time of day and peak traffic congestion on Ghodbunder Road.
• Weather conditions (such as monsoon surges or heavy rains).
• Base pricing tariffs published by the chosen courier partner.

Before or upon dispatch, our kitchen team can share the courier booking screenshot or estimated rider fee so you know the exact cash amount to pay the rider upon arrival.

3. Service Areas and Coverage

We service delivery destinations across Thane and surrounding Mumbai Suburban areas within reasonable courier transit radius:

Deliveries to locations beyond our standard transit radius can be arranged on special request via Porter, subject to prevailing courier availability and transit times.

4. Preparation Timelines & Dispatch Protocol

Our food is never pre-microwaved or kept under heat lamps. Every order follows a strict culinary workflow:

1. Kitchen Preparation: 20 to 35 minutes depending on order size, dish variety, and whether momo are steamed or crispy kothey pan-fried.
2. Courier Assignment: A rider is assigned simultaneously as food enters its final steaming stage.
3. Transit: Transit duration depends on distance and Ghodbunder Road traffic flow. Average transit time is 15 to 40 minutes.

5. Customer Availability and Address Accuracy

To ensure seamless receipt of hot food and prevent transit spoilage:

• Please ensure your contact telephone number is reachable at all times during the delivery window.
• Provide precise building names, wing/flat numbers, entry gates, and recognizable landmarks.
• Courier riders will wait up to a maximum of 10 minutes at the delivery address. If the recipient remains unreachable, the rider may return or dispose of the parcel per courier policy. The brand is not liable for non-delivery or refunds due to customer unreachability. For any other eligible food cancellations approved by kitchen management, refunds are credited within 3–5 working days.

6. Packaging Integrity and Food Safety

All momo plates, signature broths (jhol), and artisanal chilli oil jars are packed in high-grade, food-safe, tamper-evident containers designed to minimize heat loss and prevent leakage during two-wheeler transit.

For traditional Jhol Momo, broth and dumplings are packaged separately to ensure dumplings retain their tender wrapper texture until you pour the piping hot broth at home.