Localhearts is a technology intermediary that facilitates orders between Users and Sellers. Localhearts does not itself provide pickup, delivery, or logistics services unless expressly stated otherwise.
The Seller (Vendor, Merchant, Restaurant Partner) is solely responsible for fulfilling the order, including preparing the product, ensuring quality, and arranging for its delivery or making it available for pickup.
Sellers may engage third‑party delivery service providers to deliver orders to Users. Localhearts does not control, employ, or manage such delivery partners and disclaims liability for their acts or omissions.
If the Seller offers delivery, the order shall be delivered to the address provided by the User at checkout. Delivery timelines are estimated by the Seller and may vary based on location, traffic, weather, or other factors.
The estimated delivery time shown on the Platform is an approximation provided by the Seller. Localhearts does not guarantee delivery within any specific time frame, unless expressly stated in a separate written agreement.
Delivery shall be deemed completed when the User (or a person at the delivery address) receives the order and acknowledges receipt (e.g., by providing an OTP, signing, or accepting delivery in the App).
If the Seller enables a pickup option, the User may choose to collect the order from the Seller's designated physical location (e.g., shop, store, restaurant).
The Seller shall specify a pickup window or a "ready by" time. The User must collect the order within the stated period.
At the time of pickup, the User must show the order confirmation (digital or printed) and, if required, provide the order number or OTP. The User should inspect the product(s) before leaving the Seller's premises; after pickup, the order is deemed accepted.
An order is confirmed only when the Seller accepts it through the Platform. If the Seller does not accept within a reasonable time (e.g., 15–30 minutes for restaurants, longer for other products), the order may be automatically cancelled.
Once accepted, the Seller shall prepare the order and, for delivery orders, hand it over to the delivery partner (or arrange for delivery). The Seller shall ensure that products are properly packaged, labelled, and safe for transit.
The Platform may provide real‑time order tracking. Tracking information is based on updates from the Seller and/or delivery partner. Localhearts does not guarantee its accuracy.
Once an order is accepted, the User cannot modify it. For changes (e.g., address, items), the User must contact the Seller directly. The Seller may, at its discretion, allow modifications or cancel and reorder.
If the order is delayed beyond a reasonable time, the User may contact the Seller through the Platform. Localhearts may, at its discretion, facilitate communication, but is not responsible for the delay.
If the User receives a wrong or incomplete order, the User should report it within 2 hours of delivery (or such period specified in the Returns policy) with photographic evidence. The Seller shall determine whether to resend, replace, or refund.
If the User provides an incorrect address, is unavailable, or fails to respond to delivery partner calls, the Seller may cancel the order, and the User may not be eligible for a full refund.
To the fullest extent permitted by law, Localhearts shall not be liable for any delays, failed deliveries, damaged products during transit, or other fulfilment‑related issues arising from acts or omissions of the Seller or any third‑party delivery partner.
The Seller remains solely responsible for all aspects of order fulfilment, including compliance with applicable food safety, product handling, and consumer protection laws.
For any fulfilment‑related issues, Users should first contact the Seller via the Platform chat (if available). If unresolved, Users may contact Localhearts support at help@localhearts.in or through the App's chat support. Localhearts will attempt to facilitate a resolution, but does not guarantee a particular outcome.