Shipping and Delivery Policy
Updated: August 2026
Welcome to Haterkache.app ("we," "our," or "us"). We are committed to delivering your orders accurately, in good condition, and always on time. Because we operate a multi-module platform (Shop, Food, Grocery, and Parcel), delivery timelines and terms vary depending on the service you use.
Please read our Shipping and Delivery Policy carefully before placing an order.
1. Delivery Timelines by Module
To ensure maximum efficiency, our delivery services are categorized into specific modules:
| Module | Expected Delivery Time | Service Coverage |
|---|---|---|
| 🍔 Food | 30 to 60 minutes (Instant Delivery) | Inside local operating zones |
| 🥦 Grocery | 1 to 4 hours (Same-Day Delivery) | Inside local operating zones |
| 📦 Parcel (Courier) | 1 to 3 hours (On-demand / Instant) | Point-to-point local delivery |
| 🛍️ Shop (E-commerce) | 1 to 3 business days (inside city); 3 to 5 business days (outside city) |
Nationwide (Bangladesh) |
2. Shipping & Delivery Charges
● Distance & Weight-Based Fees: Delivery fees for Food,
Grocery, and Parcel modules are calculated based on the distance between the
merchant/pickup point and your delivery address, as well as the weight of the
items.
● Shop Module Fees: Flat or weight-based shipping rates apply to
regular e-commerce items, which will be clearly displayed at the checkout page
before you make a payment.
● Promotions: From time to time, Haterkache.app may offer free
delivery promotions on specific modules or minimum order values.
3. Order Tracking
Once your order is confirmed, you can track its status in real-time through the Haterkache.app mobile application or website.
● For Food, Grocery, and Parcel orders, you can view the live location of our
delivery rider.
● For Shop orders, a tracking ID/status update will be provided once the product
is handed over to our logistics partner.
4. Customer Responsibilities
To ensure successful delivery, please ensure the following:
● Accurate Information: Provide a precise delivery address,
contact number, and any specific landmarks. We are not responsible for delivery
failures due to incorrect or incomplete information.
● Availability: Ensure someone is available at the delivery
address to receive the order.
● Parcel Content Declaration: For the Parcel Module, users must
accurately declare the contents. We do not deliver illegal, hazardous, or
restricted items.
5. Delays and Unforeseen Circumstances
While we strive to meet our delivery timelines, delays may occasionally occur due to factors beyond our control, including:
● Severe weather conditions (e.g., heavy rain, flooding).
● Traffic congestion or road blockades.
● Political unrest, strikes, or government restrictions.
● Sudden stock unavailability at the merchant's end.
Note: In the event of a significant delay, our support team or the assigned delivery rider will notify you immediately via phone call or app notification.
6. Failed Deliveries
● Perishable Items (Food & Grocery): If a delivery fails
because the customer is unreachable or refuses to accept the order at the
doorstep, the order cannot be canceled, and no refund will be issued for paid
orders.
● Shop & Parcel Items: If the first delivery attempt fails,
our team will try to contact you to reschedule. After 2 failed attempts, the
order will be returned to the merchant/origin, and return shipping charges may
apply.
7. Damaged or Missing Items
● Food & Grocery: Please check the items immediately upon
receipt in front of the delivery rider. If any item is damaged or missing,
contact our Customer Support instantly.
● Shop: Please record an unboxing video. If you receive a damaged
or incorrect product, report it to us within 24 hours of delivery with proof to
claim a replacement or refund.
8. Contact Us
If you have any questions or require assistance regarding your delivery, please contact our support team:
E-mail: [email protected]
In-App Live Chat: Available 24/7