1. Service Area
The Kenko Life currently provides delivery services only within Bengaluru and select serviceable areas as determined by operational feasibility.
Serviceability, available delivery slots, and operational coverage may vary based on location, delivery density, weather conditions, traffic, staffing availability, and other operational factors.
The Kenko Life reserves the right to refuse, suspend, or discontinue servicing any location at its discretion due to operational limitations, safety concerns, logistical constraints, or other business considerations.
2. Delivery Slots & Timing
The Kenko Life operates delivery slots including morning delivery slots and, for select serviceable areas, both morning and evening delivery slots.
Customers are assigned indicative delivery windows, which are typically communicated as operational time ranges and do not guarantee exact delivery times.
Delivery timelines may vary due to traffic conditions, weather disruptions, operational constraints, rider availability, order volume, route optimization, technical issues, or other unforeseen circumstances.
The Kenko Life reserves the right to modify delivery slots, schedules, routes, and operational workflows where reasonably necessary for business or operational requirements.
In the event of delivery delays arising from circumstances beyond The Kenko Life's reasonable control, The Kenko Life shall not be liable for any resulting deterioration in meal quality, spoilage, or inability to consume the meals. Such cases may be reviewed on a case-by-case basis by the designated point of contact at The Kenko Life's discretion.
3. Delivery Address Changes & Operational Cut-Offs
Customers are responsible for providing accurate and updated delivery addresses, access instructions, contact details, dietary preferences, allergen information, and other operational details required for smooth service fulfillment.
Requests relating to:
• Delivery address changes
• Meal pauses
• Subscription pauses
• Meal preference modifications
• Veg/non-veg changes
• Allergen additions or modifications
• Other operational changes must be communicated before the operational cut-off time.
Unless otherwise communicated, the standard operational cut-off time for modifications and cancellations is 6:00 PM on the previous operational day through the app only
Address and delivery slot modifications are subject to serviceability confirmation by The Kenko Life operations team.
Customers using supported versions of The Kenko Life application may be required to independently select and manage delivery addresses through the platform, subject to operational approval and serviceability.
4. Delivery Attempts & Successful Delivery
The Kenko Life may attempt delivery through its employees, operational staff, and/or verified third-party delivery partners.
In the event a customer is unreachable, unavailable, or inaccessible at the time of delivery, delivery personnel may:
• Retry delivery once,
• Wait for a reasonable operational duration,
• Leave the order at the doorstep, reception, security desk, concierge, or other authorized drop location,
Delivery to:
• The customer,
• Reception personnel,
• Security personnel,
• Concierge staff,
• Authorized representatives,
• Designated drop-off locations, or
• The delivery address provided by the customer shall constitute successful delivery and completion of service obligations by The Kenko Life.
Scenarios where a customer instructs The Kenko Life or its delivery partner to leave meals with a receptionist, security personnel, front desk, neighbor, concierge, or any third party designated by the customer, delivery shall be deemed successfully completed upon handover. The Kenko Life shall not be responsible for any loss, theft, misplacement, tampering, spoilage, or damage occurring thereafter.
The Kenko Life shall not be responsible for failed deliveries, spoilage, delays, losses, or service disruptions arising from:
• Incorrect or incomplete addresses,
• Unreachable customers,
• Restricted access,
• Gated community entry issues,
• Incorrect contact information,
• Customer unavailability,
• Failure to respond to calls/messages, or
• Other circumstances beyond reasonable operational control.
Third Party Delivery: We have engaged a third-party delivery partner for delivering our meals/products to you. We specifically disclaim any liabilities and warranties with respect to the delivery of our meals/product(s) to you, arising due to the services rendered by such third-party service providers.
5. Perishable Food & Storage Responsibility
Meals provided by The Kenko Life are perishable food items and must be handled, stored, refrigerated, and consumed appropriately.
Upon successful delivery, responsibility for proper storage, refrigeration, handling, reheating, and consumption of meals transfers to the customer.
Customers are responsible for refrigerating delivered meals promptly after delivery and maintaining appropriate storage conditions until consumption.
Once reheated using a microwave, stovetop, pan, or any heating method, meals should be consumed within a reasonable duration and should not be stored again for extended periods.
The Kenko Life shall not be held liable for spoilage, contamination, degradation, health concerns, taste changes, or quality deterioration arising after successful delivery due to improper storage, delayed refrigeration, delayed consumption, reheating practices, environmental exposure, or customer handling.
6. Packaging Integrity & Reporting
Customers are responsible for checking packaging integrity, leakage, damages, missing items, or visible delivery concerns upon receiving the order.
Any such concerns should be reported to The Kenko Life support or operations team within within 4 hours after delivery for assessment and resolution.
Failure to report such issues within a reasonable operational timeframe may limit The Kenko Life’s ability to investigate or resolve the concern.
7. Operational Disruptions & Limitations
While The Kenko Life strives to maintain uninterrupted and timely operations, there may be instances where deliveries cannot be completed due to sudden operational hurdles, rider unavailability, kitchen disruptions, supply-chain interruptions, weather conditions, technical issues, route limitations, or other unforeseen operational circumstances.
In such cases, resolutions, credits, replacements, or refunds, if any, may be handled on a case-by-case basis by The Kenko Life operations team
The Kenko Life shall not be liable for any indirect, consequential, incidental, special, or additional damages, losses, expenses, or claims arising from such operational disruptions.
In the event we are unable to deliver any meal(s) to you as a result of circumstances beyond our reasonable control, we will extend the subscription plan to the extent of such meal(s) after reviewing your case.
Although we take the maximum possible care in ensuring that the correct meals are delivered to you and that they are always fresh, you may sometimes receive the wrong meal or a meal with ingredients that may have become stale due to the weather or other conditions. If you receive the wrong meal or a defective meal, please contact us at pranav@thekenkolife or please contact the assigned nutritionist within 4 (four) hours of receipt of the meal, along with images of the meal. Once we confirm your claim, we will attempt to replace the meal on the same day however, if we are unable to do so, we will extend your subscription meal to the extent of such meal(s). Please note that disliking the food taste or minor differences in the appearance, colour, or weight of the meals as compared to the images and/or specifications on the website or app, shall not be considered to be “receipt of wrong meal” or “meal(s) received with defect””. There will be no replacement, refund or extension in subscription plan in such a case. The decision regarding whether a meal is wrongly delivered or defective shall be at the sole discretion of Yutai Prime Foods Private Limited.
8. Refunds & Related PoliciesRefunds, cancellations, pauses, renewals, delivery charge adjustments, and related subscription matters shall be governed by the applicable Refund Policy available on The Kenko Life website and as updated from time to time.
9. Force MajeureThe Kenko Life shall not be held liable for delays, interruptions, delivery failures, or operational disruptions arising from circumstances beyond reasonable control, including but not limited to:
• Natural disasters
• Extreme weather conditions
• Traffic disruptions
• Labour disputes
• Technical failures
• Internet outages
• Government restrictions
• Pandemics
• Supply-chain disruptions
• Civil disturbances
• Force majeure events
• Other unforeseen operational circumstances
10. Policy Modifications
The Kenko Life reserves the right to modify or update this Shipping Policy at any time without prior notice. Continued use of services after such modifications constitutes acceptance of the revised policy.
Failure to report such issues within a reasonable operational timeframe may limit
The Kenko Life’s ability to investigate or resolve the concern.
