Shipping & Delivery Policy

01How delivery works

• We sell freshly prepared food, baked goods and beverages for local delivery only. We do not ship by courier, and we do not deliver to other cities or outside India.
• Orders placed on our ordering page are received directly by our kitchen. Once your order is ready, it is picked up by a delivery partner assigned through Directoo, which works with established delivery services (for example Porter, Borzo, Rapido, Shadowfax and others).
• Your order is a contract between you and CRAB. Directoo provides the ordering technology and arranges the delivery partner on our behalf.

02Delivery area

We deliver within a limited radius of our café so your food arrives fresh and at the right temperature.

• When you enter your address on the ordering page, it will show whether delivery is available to that location.
• If your address is outside our delivery area, you can still place a takeaway order and collect it from the café (see section 09).
• The delivery area may change at busy times, in bad weather, or when delivery partners are not available.

03Delivery hours and timelines

• Online orders are accepted during the ordering hours shown on our ordering page. Orders cannot be placed when ordering is closed.
• Most orders are delivered within 30–40 minutes of confirmation. The estimated time shown at checkout depends on how far you are, how busy the kitchen is, and whether a delivery partner is available.
• Delivery times are estimates, not guarantees. At peak hours, during heavy rain, traffic or local restrictions, delivery may take longer. We will keep you informed if there is a significant delay.

04Delivery charges

• A delivery fee may apply. It is based on distance and the delivery partner’s charges, and is always shown at checkout before you pay. No hidden charges are added after you place your order.
• Packaging charges and applicable taxes, if any, are also shown separately at checkout.
• From time to time we may offer free or discounted delivery. Offer terms will be shown on the ordering page.

05Order confirmation and tracking

• After you place an order, you will receive a confirmation with your order ID, usually on WhatsApp or SMS.
• Once a delivery partner picks up your order, you will receive a live tracking link so you can follow the delivery in real time.
• If you do not receive a confirmation within a few minutes of paying, please contact us before placing the order again, so you are not charged twice.

06Delivery address and receiving your order

• Please enter your full and correct address, including flat or house number, building, landmark and pin location, along with a phone number you can be reached on.
• Please be available to receive your order. The delivery partner will call you on arrival and will wait for a reasonable time (about 10 minutes).
• If you cannot be reached, or the address is wrong or inaccessible, the order may be returned or cancelled. Because the food has already been prepared, such orders are not eligible for a refund.
• Address changes after an order is placed are possible only before the order is picked up, and only within our delivery area. Please call or WhatsApp us as soon as possible. Extra delivery charges may apply.
• For gated communities, offices and hostels, please make sure the delivery partner can reach you, or meet them at the gate.

07Delays and failed deliveries

• If we are unable to fulfil or deliver your order because of a reason on our side or the delivery partner’s side (for example an item is unavailable, no delivery partner can be assigned, or the order is lost or damaged in transit), we will contact you. We will then offer a replacement, a pickup option or a full refund.
• If your order is significantly late, or has not arrived well beyond the estimated time, please contact us straight away and we will check its status with the delivery partner.
• Refunds for failed or undelivered orders are processed as described in our Refund & Cancellation Policy.

08Packaging, food safety and checking your order

• We pack orders in food-safe packaging, sealed where possible, to keep them fresh and to help show if a pack has been opened.
• Please check your order when you receive it. If the packaging seal is broken or the order is damaged, please refuse the delivery or tell us immediately.
• Freshly prepared food and beverages are best enjoyed straight away. We are not responsible for the quality of food that is stored or consumed long after delivery.
• Allergens: if you have an allergy, please mention it in the order notes and contact us before ordering. Our kitchen handles common allergens, so we cannot guarantee that any item is completely allergen-free.
• Wrong, missing or damaged items must be reported within 2 hours of delivery, with your order ID and photos, so we can make it right.

09Takeaway and self-pickup

• You can choose takeaway on the ordering page and collect your order from our café when it is ready. No delivery fee applies to takeaway orders.
• Please collect your order within 30 minutes of the ready time, so it is still fresh. Orders not collected on the same day cannot be refunded.

10Bulk, event and scheduled orders

• For large, bulk or event orders, or celebration cakes and bakes, please contact us in advance to agree the delivery date, time and charges.
• Larger orders may need a different vehicle or a separate delivery fee, which we will confirm with you before you pay.

11Contact us

For any question about a delivery, please contact us with your order ID:

• Phone / WhatsApp: +91 94536 96969
• Email: info@crabresto.com

If an issue about an order placed on our ordering page is not resolved with us, you may also contact Directoo support, which works with us to investigate.

12Changes to this policy

We may update this policy from time to time, for example when our delivery area, delivery partners or charges change. The “Last updated” date at the top shows when it was last revised. The version published on this page at the time you place your order applies to that order.