1. Food Quality Standards
“Strict adherence to ingredient excellence and standardized preparation.”
Freshness
Ingredients must be fresh, properly stored, and within expiry dates at all times.
Stale Food
No reuse of stale or leftover food; define time limits clearly for each item.
Standardization
Standardized recipes to ensure the same taste for every order.
Oil Limits
Oil reuse limits: strictly discarded after a maximum of 3 uses.
Portions
Portion size consistency must be strictly maintained across all orders.
2. Hygiene & Safety
“Non-negotiable sanitary practices for a safe kitchen environment.”
Personal Hygiene
Mandatory hairnets, gloves, and clean uniforms for all kitchen staff.
Surface Safety
Clean kitchen surfaces and utensils after every single batch.
Water Quality
Safe water usage: only RO or filtered water allowed for cooking.
Pest Control
Monthly documented pest control checks and preventive measures.
Legal
Full compliance with FSSAI standards; valid license required.
3. Packaging Standards
“Secure and professional packaging to preserve food integrity.”
Spill-proof
Use only spill-proof and tamper-proof packaging materials.
Labeling
Label items clearly (Name, Veg/Non-veg mark, Date/Time of prep).
Material Quality
Avoid low-quality plastic or leaking containers; use eco-friendly options.
Thermal
Maintain temperature: hot items must stay hot, cold items stay cold.
4. Order Accuracy
“Ensuring every customer gets exactly what they ordered.”
Correctness
100% correct items packed; zero tolerance for missing items.
Customization
Strict adherence to customizations (e.g., no onion, extra spicy).
Billing
Bill must perfectly match the items delivered.
Final Check
Mandatory double-check protocol before dispatch.
5. Preparation & Delivery Time
“Optimized speed without compromising on culinary quality.”
Prep Limits
Defined preparation time per item/category (e.g., Starters: 12m).
Capacity
Avoid accepting orders during overload to maintain quality.
Real-time
Real-time status updates through the merchant dashboard.
Delays
Penalty system for excessive delays exceeding the threshold.
7. Customer Experience
“Building trust through professional communication and service.”
Consistency
Maintenance of consistent taste profiles across repeated orders.
Conduct
No rude communication with delivery agents or customers.
Complaints
Professional and empathetic handling of all customer issues.
Policies
Immediate alignment with platform refund and replacement policies.
8. Ratings & Thresholds
“Measurable metrics to ensure platform-wide excellence.”
Rating Floor
Minimum average rating requirement of 3.8/5.0 for continued listing.
Complaints
Maximum allowed complaint percentage threshold per month (2%).
Audit Trigger
Regular quality audits triggered by negative feedback trends.
Discipline
Low-performing restaurants flagged, suspended, or removed.
9. Compliance & Legal
“Adherence to government regulations and legal frameworks.”
FSSAI
Valid FSSAI license must be displayed and up-to-date.
Taxation
Full GST compliance for all taxable transactions.
Ingredients
Strict prohibition of banned ingredients or additives.
Local Laws
Compliance with all local, state, and central food safety laws.
10. Audit & Enforcement
“A system of checks and balances to maintain standards.”
Mystery Audit
Random, unannounced quality checks by platform auditors.
Monitoring
Continuous monitoring of customer feedback and photo evidence.
Penalties
Tiered system: Warnings → Temporary Suspension → Permanent Removal.
Incentives
Incentives and badges for high-performing, quality-compliant vendors.