Last Updated: 9 August 2026
This Shipping & Delivery Policy explains how food orders placed through Grubo are prepared, collected, and delivered to customers.
Grubo is a food ordering and delivery platform connecting customers with restaurants and delivery partners.
1. Service Area
Grubo delivery is available only within supported service areas and delivery zones.
Restaurant availability may vary depending on the customer's location, restaurant delivery range, operating hours, and availability of delivery partners.
If an address is outside an available delivery zone, the customer may not be able to place a delivery order.
2. Delivery Address
Customers are responsible for providing a complete and accurate delivery address and location when placing an order.
Customers should ensure that:
Grubo and its delivery partners are not responsible for delays or failed deliveries caused by incorrect or incomplete information provided by the customer.
3. Delivery Fees
Delivery charges may vary depending on factors such as:
The applicable delivery fee will normally be shown to the customer before the order is confirmed.
4. Estimated Delivery Time
The estimated delivery time shown through Grubo is an estimate and not a guaranteed delivery time.
Actual delivery time may be affected by:
Customers can follow available order status information through Grubo.
5. Order Preparation
Once a restaurant accepts an order, it may begin preparing the food.
Preparation time is controlled primarily by the restaurant and may vary depending on the food ordered, restaurant workload, and other operational circumstances.
6. Delivery Process
Where delivery is handled through Grubo, a delivery partner may be assigned to:
Customers should remain reachable while an active delivery is in progress.
7. Proof of Delivery
Where enabled, a delivery partner may be required to provide proof of delivery, including a photograph or other delivery confirmation.
Delivery proof may be retained with the relevant order information for verification, customer support, fraud prevention, or dispute resolution purposes.
8. Contacting the Customer
A delivery partner or Grubo may attempt to contact the customer if there is difficulty locating the delivery address or completing the delivery.
If the customer cannot be contacted after reasonable attempts, delivery may be delayed, cancelled, or marked according to the applicable order procedures.
Refund eligibility in such circumstances will be determined according to Grubo's Refund and Cancellation Policies.
9. Receiving Your Order
Customers are encouraged to check their order as soon as reasonably possible after receiving it.
If food or items are missing, incorrect, damaged, or there is another significant issue with the order, the customer should contact Grubo support as soon as possible.
10. Scheduled Orders
Where scheduled ordering is available, customers may select an available future delivery time.
Scheduled times remain subject to restaurant availability, preparation time, delivery partner availability, and circumstances affecting delivery operations.
11. Failed Delivery
A delivery may be considered unsuccessful where, for example:
Any refund in such cases will depend on the circumstances and Grubo's Refund and Cancellation Policies.
12. Food Handling
Restaurants are responsible for appropriately preparing and packaging food before collection.
Delivery partners are expected to handle orders responsibly during transportation.
Customers should consume or properly store delivered food promptly after receiving it.
13. Delays
Grubo will make reasonable efforts to facilitate timely deliveries, but delays may occasionally occur.
A delay by itself does not automatically qualify an order for a refund. Significant delivery problems will be reviewed according to the circumstances of the order.
14. Customer Support
If there is a problem with an active or completed delivery, customers should contact Grubo through the official support channels available through the Grubo website or applications.
By placing a delivery order through Grubo, you acknowledge and agree to this Shipping & Delivery Policy.
