Introduction

This Delivery and Shipping Policy ("Policy") outlines how Martpe, as part of the Open Network for Digital Commerce (ONDC) Buyer Network, handles the procurement and delivery of orders made by users ("Users") on its platform. Users should familiarize themselves with this Policy to understand the responsibilities and procedures related to order delivery.

Scope of Responsibility

MartPe explicitly states that it is not directly responsible for the physical delivery of orders. The responsibility for order fulfilment, including delivery, lies entirely with the ONDC Seller Network Participant ("Seller NP") from whom the User made the purchase. Delivery may be carried out by the Seller NP's logistics team or through Third-Party Logistics (3PL) providers, ensuring a flexible and efficient delivery process.

Delivery Tracking and Information Sharing

• Status Updates: If live tracking is unavailable, Martpe will strive to provide timely updates on delivery progress.
• In-App Map with Live GPS Location: The Martpe app will include a map that shows the real-time GPS location of the delivery rider, allowing Users to track their order.
• Live Tracking Link: When possible, Users will receive a live tracking link to observe the real-time status of their delivery.

Additionally, Martpe will share the contact information of the delivery personnel, enabling Users to communicate any specific instructions or inquiries directly.

Grievance Resolution Framework

Martpe is dedicated to ensuring a smooth and satisfactory delivery experience. To address any issues or grievances, we have established a comprehensive framework in compliance with the ONDC’s Issue and Grievance Management Policy. More details can be found at ONDC Network Policy.

Reporting Grievances

Users are encouraged to report any delivery-related concerns directly through the Martpe platform, following the procedures set by the ONDC's grievance policy. Upon receiving a grievance, Martpe will acknowledge it and provide a reference number for tracking the status, ensuring an accessible and user-friendly process.

Initial Assessment and Escalation

Each reported grievance will undergo an initial assessment to determine its validity and details. This assessment is crucial for identifying the best course of action, which may include escalating the issue to the relevant Seller NP, ensuring prompt and efficient resolution.

Mediation Process

As an intermediary between Users and Seller NPs, Martpe will facilitate communication and negotiation to reach a fair resolution. This mediation process will adhere to the principles of impartiality and fairness, in line with ONDC's grievance policy.

Resolution

The resolution process may include various forms of redress, such as refunds, replacements, or compensation, tailored to the nature of the grievance and following ONDC guidelines. Martpe is committed to ensuring that resolutions are satisfactory to Users, reflecting our dedication to service quality.

Ongoing Monitoring and Policy Review

Martpe continuously evaluates the effectiveness of its grievance resolution mechanism and conducts regular reviews to identify opportunities for improvement. This commitment to excellence ensures our policies and procedures adapt to better serve Users and comply with ONDC standards.

Legal Compliance and Transparency

Throughout the grievance resolution process, Martpe adheres to all relevant legal requirements, promoting transparency and accountability as mandated by ONDC’s grievance policy. We prioritize clear communication with Users regarding the progress and outcomes of their grievances.

By establishing a strong framework for addressing delivery-related grievances, Martpe reaffirms its commitment to user satisfaction, accountability, and transparency. Our compliance with ONDC’s grievance management policy ensures we connect Users with a diverse range of products while maintaining the integrity of our delivery process.

Legal and Binding Nature of the Policy

This Policy clarifies the legal boundaries and operational procedures governing the delivery of orders placed via Martpe's platform. By continuing to use Martpe's services, Users agree to the terms outlined herein. Martpe reserves the right to modify this Policy at any time, with or without prior notice. Users are responsible for staying informed about any changes.

Conclusion

This Policy aims to provide a comprehensive overview of Martpe's role in the delivery process, highlighting our commitment to transparency, user satisfaction, and effective communication between Users and Seller NPs. Our goal is to enhance the User experience, ensuring smooth and satisfactory order delivery.

This Policy shall be interpreted in accordance with applicable laws and regulations governing digital commerce and consumer protection. Martpe values the trust Users place in our platform and is dedicated to maintaining the highest standards of service and accountability.

Thank you for choosing Martpe. We are committed to ensuring your experience with our platform is both rewarding and enjoyable.