🎒 Delivery Policy: The Mother Service

This Delivery Policy outlines our procedures and commitment regarding the timely and safe delivery of your child’s daily tiffin meals.

1. 🗓️ Delivery Schedule & Timing

  • Service Days: Tiffin delivery is available Monday through Saturday, coinciding with the school’s operating schedule. We do not deliver on weekends, public holidays, or during scheduled school breaks.
  • Delivery Window: All meals are guaranteed to be delivered to the designated school drop-off point before the school’s scheduled lunch break.
  • Cut-off Time: Changes to meal orders, cancellations, or new subscriptions must be finalized by 6:00 PM the day prior to the scheduled delivery.

2. 📍 Delivery Location & Hand-off

  • Designated Drop-Off Point: We deliver directly to the school’s designated area for external food services. This is typically the administrative office, main security desk, or a dedicated food service staging area.
  • Responsibility Transfer: Our delivery personnel will obtain a signature or electronic confirmation from the designated school staff member upon delivery. At the moment of sign-off, the responsibility for the tiffins transfers from THE Mother service to the School Administration.
  • Individual Pick-up: For food safety and school security reasons, our drivers are not permitted to deliver meals directly to students or teachers in classrooms. Students must follow the school’s internal procedure for retrieving their lunch.

3. 🌡️ Packaging and Food Safety

  • Insulated Containers: All tiffins are packed in BPA-free, food-grade containers and transported in insulated hot/cold bags to maintain the required temperature until delivery.
  • Sealing: Each tiffin box is securely sealed and labeled with the student’s name and grade/class to ensure accurate identification.
  • Allergens: While we take strict precautions, customers must refer to our Allergen Policy (available on our website) regarding potential cross-contamination.

4. ⚠️ Delays and Contingencies

  • Traffic/Weather Delays: We plan for typical traffic. In the rare event of severe traffic, weather events, or unforeseen circumstances that may cause a delay of more than 15 minutes past the delivery window, we will:
    • Immediately notify the School Administration.
    • Attempt to contact the primary guardian via SMS/email if the delay is critical.
  • Delivery Interruption: If a school is unexpectedly closed (e.g., due to an emergency), we will notify all affected customers via SMS/email and automatically credit their account for the missed day.

5. 🔁 Missed Deliveries and Returns

  • Incorrect Address/Information: If a tiffin is returned to us because the student information provided was incorrect or the student was absent:
    • We will attempt to contact the parent/guardian.
    • No refund or credit will be issued for the meal, as the cost of preparation and delivery has already been incurred.
  • Tiffin Container Returns: Students are responsible for ensuring the empty tiffin container is left at the designated collection point within the school, as instructed by the school.

6. 💸 Fees and Billing

  • Billing Cycle: Delivery fees are included in your chosen weekly/monthly subscription package and billed in advance.

Need to Contact Us?

For any urgent delivery issues, please contact us immediately:

  • Phone: 916370617038
  • Email: support@themotherservice.com