Delivery & Shipping Policy

1Delivery Zones & Shipping Rates

We deliver within a 10 km radius of our restaurant on Airport Line, Biratnagar. Delivery fees are calculated dynamically based on distance:

* Note: Areas beyond 10 km (e.g., Itahari, Duhabi) can be serviced for catering or banquet bulk packages via pre-scheduled arrangements. Please contact our manager for out-of-town orders.

2Order Preparation & Transit Times

Because we prepare your meals fresh to order rather than serving pre-cooked food, our standard fulfillment cycle entails:

In cases of unexpected weather events (heavy monsoon downpours, traffic blocks, or strike days), our dispatch team will reach out via phone call to provide an updated live ETA.

3Hygiene & Tamper-Evident Packaging

Food safety and hygiene are non-negotiable standards at Purple Haze Restro & Garden:

• Food-Grade Containers: 100% BPA-free, leak-resistant, microwave-safe containers designed to prevent oil seep and maintain distinct textures.
• Tamper-Evident Security Seals: All paper bags are securely sealed at the kitchen dispatch station with a branded tamper seal sticker. If the seal arrives broken or visibly opened, refuse the package and notify us immediately.
• Temperature Preservation: Hot gravies and pizzas are carried in insulated heat-retention bags, while beverages and chilled desserts are segregated in cool partitions.
• Complimentary Cutlery & Napkins: Eco-friendly wooden spoons, forks, tissue packets, and breath mints are supplied with every order.

4Live Order Tracking & Notifications

Once you checkout on our website, you receive a unique Order Reference Code (e.g. PH-20261016-XXXX). You can monitor your meal status in real-time on our dedicated Live Order Tracker:

1. Order Placed: Payment verified via eSewa, Khalti, or selected as COD.
2. In Kitchen: Chefs are firing up your orders in the designated kitchen station.
3. Out for Delivery: Handed over to our delivery rider with assigned contact details.
4. Delivered: Successfully handed over to you or your designated recipient.

5Delivery Handoff & Recipient Availability

To guarantee smooth delivery, please observe the following guidelines:

• Accessible Phone Number: Please provide a working mobile phone number where our delivery rider can reach you upon arrival at your gate or building entrance.
• Rider Wait Time: Our riders wait up to 10 minutes at the designated address. If the recipient remains unreachable after repeated calls, the order will return to the restaurant, and prepaid orders may not be refunded.
• Contactless Delivery: If you prefer contactless delivery, check the box during checkout and specify a safe drop-off spot (such as a security guard desk or veranda table).
• Payment Verification on Delivery: For Cash on Delivery (COD) orders, please keep exact or close change ready. If paying digitally at the door, our rider carries an eSewa and Khalti dynamic QR code.

6Damage in Transit & Resolution

While our riders are trained in safe navigation, unexpected bumps can occur. If an item arrives spilled, leaked, or cold:

7Bulk Catering & Event Transport

For large group catering, corporate lunches, or offsite garden celebrations exceeding 25 people:

• Orders must be confirmed at least 24 hours in advance with a 50% deposit.
• Delivered in commercial stainless steel chafing warmers with dedicated service staff upon request.
• Free transport across Biratnagar metropolitan city for bulk banquet orders over NPR 15,000.