Effective: 29 May 2026 · Version: 2.0.0
_This document is a template prepared by Pond Care's product team. For binding clauses please consult your counsel. We will publish a counsel-reviewed version no later than 90 days after 29 May 2026._
1. Scope
This policy governs physical-goods dispatch from Pond Care Pond Pharmacy warehouses and direct-from-hatchery seed dispatches. All digital services (subscriptions, AI advisories, vet consultations) are outside the scope of this policy.
2. Delivery areas
We dispatch from our warehouses in Rebala (Nellore District) and Akividu (West Godavari) to farmer addresses across India — with same-day / next-day service in Andhra Pradesh, Telangana, Tamil Nadu, Kerala, Karnataka, Odisha, West Bengal, Gujarat, and Maharashtra coastal districts. Other states are on best-effort transit courier routing (2-5 business days).
3. Fees
- Pond Pharmacy delivery: flat ₹50 per order by default. Super
Admin may adjust regionally or waive for launch promotions.
- Hatchery seed coordination: flat ₹100 coordination fee. Direct
hatchery-to-farm transport charges are borne by the hatchery.
- Free-shipping thresholds or codes are shown in the cart before
you confirm the order.
4. Dispatch timelines
- Orders confirmed before 3 PM IST on a business day dispatch the
same day from the nearest warehouse.
- Orders confirmed after 3 PM IST dispatch on the next business day.
- Hatchery seed dispatches are tied to the hatchery's PL harvest
schedule and communicated during order placement.
5. Tracking
Every order gets a delivery ID and a real-time status page. You'll receive WhatsApp / SMS updates at:
- Order confirmed
- Dispatched (with Delivery Assistant name + phone)
- Out for delivery
- Delivered (with digital proof — OTP or photo)
6. Failed delivery / re-attempt
If the Delivery Assistant is unable to hand over the goods on the first attempt, we re-attempt up to 3 times. After 3 failed attempts, the order is escalated to a return and the amount (minus a ₹50 re-stocking fee) is refunded to your R-Wallet.
7. Damaged / wrong item
Report damage or wrong items within 48 hours of delivery via the Support tab in the app or WhatsApp on +91 90009 48599. We ship a replacement at our cost, or refund per the Refund Policy.
8. Cold-chain items
Certain probiotic and vaccine SKUs require a cold chain. These carry a red "cold-chain" chip in the catalog and are shipped in insulated packaging with a temperature logger. If the temperature logger shows excursion, please refuse the shipment and we will re-dispatch.
9. Contact
Delivery ops: akbar@pondcarevet.com · +91 90009 48599 (Mon-Sat 9-7 IST).