Legal
Shipping & Delivery Policy
HeyMachi is software you use online. We do not ship physical products. This page explains how the service reaches you, and how merchants deliver the orders customers place through HeyMachi.
All policies
1. Summary
In short
- Hey Machi AI Private Limited sells a software subscription. It is delivered digitally and nothing is shipped.
- Your account is ready as soon as you sign up. A paid plan becomes active as soon as the payment is confirmed.
- Food and goods ordered through HeyMachi are prepared and delivered by the merchant you order from (or its delivery partner), not by HeyMachi.
2. Delivery of the HeyMachi service
How you receive it
The HeyMachi service is delivered online through the HM Business web app at app.heymachi.ai and the HM Business mobile app. There is no physical product, media or package, so no shipping charges apply.
| What | When it is delivered |
|---|---|
| Your account and the free first 30 days | Immediately after you complete sign-up and verify your mobile number |
| A paid plan (monthly or yearly) | Immediately after the payment is confirmed by our payment partner, usually within minutes |
| An add-on or plan upgrade | Immediately after the payment for it is confirmed |
| GST tax invoice | In the HM Business app and by email to the account owner, at the time of each payment |
| Assisted onboarding (setting up your menu, items or staff), where offered | Scheduled with you within 2 working days of your request |
If a paid plan is not active within 24 hours of a successful payment, email sales@heymachi.ai or call +91 70100 43040 with your business name and payment reference. If we cannot activate it, the payment is refunded under our Cancellation & Refund Policy.
Hardware
HeyMachi works with ordinary printers, tablets, phones and barcode scanners, but we do not sell or ship hardware. Any hardware you buy from a third party is delivered under that seller’s terms.
3. Delivery of customer orders
When you order from a merchant through the HeyMachi customer app, a merchant storefront or a QR table ordering page, the merchant is the seller. The merchant prepares your order and delivers it with its own riders or a delivery partner it chooses, or hands it to you for pickup or at your table. HeyMachi provides the technology for ordering, tracking and confirming handover.
- Before you order the merchant shows whether it offers delivery, pickup or dine-in, its delivery area, delivery charges and any minimum order value. Estimated preparation and delivery times are shown at checkout.
- Tracking. Order status updates are shown in the app. During delivery, you can see the rider’s location while your delivery is active.
- Handover. The merchant may ask for a delivery PIN shown in your app, and the rider may take a photo of the package at handover as proof of delivery.
- Dine-in and pickup. Table orders are served at your table; pickup orders are handed over at the counter when ready.
- Goods other than food (for example groceries or electronics) are delivered within the time the merchant shows on the product page or at checkout.
4. Delays, failed delivery and non-delivery
- Delivery times are estimates. Traffic, weather or a rush at the kitchen can cause delays; the merchant should keep the status updated and contact you if a long delay is expected.
- If you are unreachable at the delivery address, the rider will try to contact you. If the order cannot be delivered for that reason, the merchant’s cancellation terms shown at checkout apply.
- If an order is not delivered, or is marked delivered but you did not receive it, you are entitled to a full refund. Report it within 24 hours using Help on the order screen. See our Cancellation & Refund Policy.
5. Service area
The HeyMachi service is offered to businesses in India. Customer orders are delivered only within the delivery area each merchant sets. We do not ship internationally.
6. Questions
For anything about activation or delivery, email sales@heymachi.ai or call +91 70100 43040 (Monday to Saturday, 10:00 am to 7:00 pm IST). Full contact and grievance details are on our Contact Us page.