Shipping & Delivery Policy

Note on combined policy: Because PrimeServe operates its own delivery fleet (rather than handing off shipments to a third-party logistics carrier), shipping and delivery are operationally a single process. This combined Shipping & Delivery Policy avoids duplication and contradiction.

1. Scope

This Shipping & Delivery Policy describes the dispatch, transportation, and delivery process for orders placed through the PrimeServe Platform. This Policy is incorporated into the Terms and Conditions.

2. Serviceable Area

During the initial operating phase, PrimeServe delivers within the city of Bengaluru, Karnataka, India and immediately surrounding areas served by PrimeServe's own delivery fleet. Specific pincodes serviceable at any given time may be checked at the time of order placement on the Platform.

PrimeServe shall progressively expand its serviceable area to other cities in India and shall update the Platform accordingly. Until such expansion, orders for delivery outside the serviceable area shall not be accepted.

3. Delivery Method

Deliveries are made by PrimeServe's own delivery fleet. Where operationally necessary, PrimeServe may engage logistics partners for specific consignments, in which case the standards of this Policy shall continue to apply substantively.

4. Delivery Timelines

PrimeServe targets next-business-day delivery for orders placed within the serviceable area, subject to the following:

• Order is confirmed by PrimeServe and payment (where applicable) is successfully processed before the cut-off time published on the Platform;
• All ordered items are in stock at the time of order confirmation;
• The delivery address is correctly and completely provided;
• Operational and traffic conditions allow.

Estimated delivery is by 9:00 PM IST on the next business day. Delivery timelines are estimates and not guarantees. PrimeServe shall not be liable for delays caused by circumstances outside its reasonable control, including without limitation traffic, weather, civil disturbance, road closure, supplier delay, force majeure events, and inaccurate or incomplete delivery information provided by the Buyer.

5. Free Delivery Threshold

Delivery is provided free of charge for any order with a total invoice value (excluding GST) of ₹5,000 (Rupees five thousand) or more. For orders below this threshold, a delivery charge may be applied as displayed at checkout. There is no minimum order value to use the Platform; the Buyer may order any quantity of any item available.

6. Order Tracking

The Buyer may track the status of an order through the Platform. Status updates are typically issued at the following milestones:

• Order Placed;
• Order Confirmed;
• Order Processed;
• Out for Delivery;
• Delivered;
• Cancelled (where applicable).

7. Packaging

PrimeServe shall pack goods in a manner appropriate to the nature of the goods, taking reasonable care to prevent damage in transit. In particular:

• Cleaning chemicals and liquids are packed with leak-resistant outer cartons and absorbent material;
• Hazardous or corrosive chemicals are packed with additional safety measures, including secondary containment and clear hazard labeling;
• Fragile items are packed with cushioning and labeled "Handle with care";
• Items are sealed at the dispatch point and the cartons are tamper-evident at the time of dispatch.

Where the Buyer specifically requests sustainable packaging or any custom packaging requirement, PrimeServe shall use commercially reasonable efforts to accommodate such requests, subject to availability and additional charges where applicable.

8. Address Accuracy

The Buyer is solely responsible for providing a complete and accurate delivery address, including pincode, building name, floor, room or office number, landmark, contact person, and contact number. PrimeServe shall not be liable for any failed delivery, delay, or wrong delivery resulting from inaccurate or incomplete address information provided by the Buyer. Re-delivery in such cases may attract an additional charge.

9. Delivery to Business Premises

Deliveries are made during business hours of the Buyer's premises. Where the Buyer's premises has a security gate, reception, mailroom, or central goods receiving area, the delivery shall be made at such designated point unless the Buyer has communicated specific instructions for in-floor delivery.

10. Authorized Receiver

The Buyer shall ensure that an authorized representative is available at the delivery address during the delivery window to receive the goods, verify against the delivery challan, and acknowledge receipt. Where the goods are received by a security guard, receptionist, or other person at the delivery address, such person shall be deemed to have authority to receive on behalf of the Buyer.

11. Proof of Delivery

Acknowledgment of delivery shall be captured in one or more of the following ways:

• Signature on the physical delivery challan;
• Stamp of the Buyer's office on the delivery challan;
• OTP entered on the delivery executive's device;
• Photograph of the delivered goods at the delivery location;
• GPS-tagged time-stamp of the delivery.

Such proof of delivery shall be conclusive evidence of the delivery and acceptance of the goods, subject only to discrepancies reported within the timeline specified below.

12. Inspection at Delivery

The Buyer's authorized representative shall, at the time of delivery and in the presence of the delivery executive, inspect the consignment as set out in clause 26 of the Terms and Conditions. Any visible damage, leakage, shortage, or wrong item must be recorded on the delivery challan and reported to PrimeServe within 24 (twenty-four) hours.

13. Reporting Visible Damage, Shortage, or Wrong Items

Where the Buyer notes visible damage, leakage, shortage, or wrong items at the time of delivery, the Buyer shall:

• Record the issue clearly on the delivery challan and obtain the delivery executive's signature;
• Take photographs and / or videos clearly showing the issue, the packaging, and the delivery challan;
• Contact PrimeServe within 24 (twenty-four) hours of delivery, providing the order number, delivery challan number, photograph / video evidence, and a description of the issue;
• Retain the affected goods and packaging until PrimeServe has reviewed the report.

Reports made beyond 24 hours may be rejected unless the Buyer can demonstrate good cause for the delay.

14. Reporting Leakage of Chemicals

Cleaning chemicals are packaged with leak-resistant care; however, leakage may occasionally occur in transit. The Buyer shall:

• Take immediate care to contain any spillage and ensure safety of personnel;
• Not store leaking chemicals near food, electrical equipment, or sensitive surfaces;
• Photograph and video the leak and packaging;
• Report to PrimeServe within 24 hours.

PrimeServe shall replace or refund the affected items in accordance with the Refund Policy. PrimeServe shall not be liable for any consequential loss caused by chemical spillage, except to the extent that such loss is directly caused by PrimeServe's negligence in packaging.

15. Partial Delivery

Where stock is partially available, PrimeServe may dispatch the available items first and the balance items thereafter. Each dispatch shall be accompanied by its own delivery challan and shall be invoiced separately. The Buyer's inspection and reporting obligations shall apply to each delivery individually.

16. Failed Delivery

Where a delivery cannot be completed because (a) no authorized representative is available; (b) the address is inaccessible or incorrect; (c) the receiver refuses to accept the goods; or (d) any other reason attributable to the Buyer:

• PrimeServe shall make a reasonable attempt to contact the Buyer to reschedule;
• PrimeServe may attempt re-delivery on the next business day;
• Where re-delivery is not possible after 2 (two) attempts, the order may be returned to PrimeServe and treated as a Buyer-initiated cancellation, with applicable adjustments;
• Re-delivery, where required due to fault of the Buyer, may attract an additional charge.

17. Refused Delivery

Where the Buyer's authorized representative refuses to accept a delivery despite the delivery being in accordance with the order:

• The goods shall be returned to PrimeServe;
• The Buyer shall remain liable to pay for the goods (where applicable) and may forfeit any free-delivery eligibility on a subsequent re-order;
• Where the order was prepaid, refund shall be processed in accordance with the Refund Policy, less applicable charges.

18. Rescheduling

The Buyer may request a delivery reschedule before dispatch through the Platform or by contacting support. Once dispatch has commenced, rescheduling may not be possible. Frequent rescheduling at the Buyer's instance may attract an additional handling charge.

19. Risk Transfer

Risk in the goods shall pass to the Buyer upon delivery and acknowledgment by the Buyer's authorized representative (or deemed acknowledgment under clauses 10 and 11). Title to the goods shall pass upon (a) full payment by the Buyer, in case of advance / COD orders; or (b) delivery, in case of credit orders subject to PrimeServe's right of retention of title until full payment.

20. Multi-Floor / Multi-Location Delivery

Standard delivery is to a single goods-receiving point at the Buyer's premises (such as the security gate, reception, or central goods receiving area). Where the Buyer requests delivery to a specific floor, room, or location within the premises (or to multiple internal locations), PrimeServe shall use reasonable efforts to accommodate such requests, subject to access, availability of lifts, and reasonable additional charges where applicable.

21. Unloading Responsibility for Bulk Goods

For bulk consignments (typically those exceeding 10 cartons or any single item above 25 kg), the Buyer shall arrange for unloading manpower at the delivery location, unless specific unloading service has been agreed and invoiced. PrimeServe's delivery executives shall not be required to manually carry bulk consignments to upper floors in the absence of working lifts.

22. Hazardous Goods

Cleaning chemicals such as concentrated acids, alkalis, sanitizers, and disinfectants may be classified as hazardous goods. Such goods shall be:

• Packaged with appropriate hazard labels;
• Delivered with the relevant Material Safety Data Sheet (MSDS) where requested by the Buyer or required under law;
• Handled and stored by the Buyer in accordance with the manufacturer's instructions and applicable safety regulations.

PrimeServe shall not be liable for any injury, damage, or loss caused by the Buyer's mishandling, untrained use, or improper storage of hazardous goods.

23. Delivery Disputes

Any dispute relating to delivery (such as alleged non-delivery, alleged short delivery, or alleged wrong delivery) shall be raised in accordance with the discrepancy reporting clause and the Refund Policy. PrimeServe shall investigate by reviewing the delivery challan, GPS records, photographs, and OTP / digital signature logs. The Buyer agrees that, in the absence of a discrepancy report within 24 hours of delivery, the proof-of-delivery records maintained by PrimeServe shall be accepted as conclusive.

24. Force Majeure

Delivery obligations shall be excused or extended for the period during which a Force Majeure Event (as defined in the Terms and Conditions) prevents performance. PrimeServe shall use reasonable efforts to communicate any delay caused by Force Majeure.

25. Contact for Delivery Issues

For any delivery-related concern, the Buyer may contact:

• Email: info@primeservefs.com
• Phone: +91 7795242918
• Hours: Monday to Saturday, 9:00 AM to 9:00 PM IST
• Chat & Call Support: 24/7

26. Legal Review Disclaimer

This Shipping & Delivery Policy reflects PrimeServe's standard delivery operations. Specific terms may be modified for enterprise Buyers under separate written agreement.