ZOKTO Shipping & Delivery Policy
This Shipping & Delivery Policy explains how and when we deliver services and physical goods (like medicines) booked through ZOKTO, what areas we cover, related charges, and the terms for logistics. Because ZOKTO orchestrates healthcare services rather than selling products directly, our "shipping" mainly concerns medicine deliveries and lab sample collection pickups, as well as any emergency dispatches. We work with third-party partners (pharmacies, courier agencies, labs) for these logistics. Please read this policy to understand your and our responsibilities during the delivery process.
1. Service Coverage Area & Timing
Geographical Coverage
ZOKTO currently offers its coordination services across many urban and select rural areas in India. We partner with local pharmacies and labs to enable deliveries and sample collections. When you enter your delivery address or pincode for a service, we will inform you if that area is serviceable. (We are based in Telangana and initially focus on Telangana and neighboring regions, with expansion ongoing.) If you are outside our coverage, we apologize and hope to reach you soon.
Delivery Hours
- Medicines: Typically delivered between 9:00 AM and 9:00 PM on working days. In metro areas, we may extend to later evenings (up to 10 PM) for convenience. No deliveries (except emergency) are usually done post 10 PM or before 7 AM. If you order late night, it will likely be delivered next day.
- Lab Sample Pickups: Often scheduled in early mornings (5:30 AM to 11:00 AM) for fasting tests, and up to afternoon for others. We coordinate timing based on your preference and lab's availability.
- Emergency Deliveries: These can happen at any hour, as needed, albeit subject to availability of an open pharmacy or responder. We have some 24/7 pharmacy partners in major cities. If you hit SOS at 3 AM, we will attempt whatever is possible.
- Holidays: Delivery services generally operate every day except major national holidays. However, pharmacies might be open even on many holidays. We will communicate if a delivery will be delayed due to a holiday or local bandh/curfew. Emergency services will be attempted regardless of holidays.
Delivery Timeframes
- For medicines, if in stock at a local partner pharmacy, delivery is often done the same day (within a few hours). If the order is placed late in the day or the item is at a warehouse, it might be next-day delivery. We'll show an estimated delivery time at checkout (e.g., "Delivery by tonight 8 PM" or "by tomorrow evening"). Most city orders complete within 6-8 hours; rural deliveries might take 1-2 days depending on distance and courier. We strive for speed especially for critical meds.
- For lab services, we adhere to the booked slot. If your pickup is 7:00–8:00 AM slot, the technician will aim to be there in that window. Reports are then typically delivered digitally within the promised timeframe for the test (commonly 6-24 hours for most blood tests, 48-72 hours for something like a culture). We'll inform you of expected report time.
- Unexpected Delays: If we foresee a delay (pharmacist busy, traffic jam, heavy rain, etc.), we will notify you through the app or WhatsApp. You can then decide to wait or cancel if it's too late (see Refund Policy for delay handling). We monitor deliveries to ensure they happen as committed.
Multiple Attempts & Reattempts
If a delivery agent cannot reach you on the first attempt (e.g., you were not home, or couldn't answer call), they will usually try one more time. For medicines, typically a second attempt is done either later the same day or next day (depending on communication with you). We will contact you to schedule this. For lab pickups, if the technician arrives and you are unavailable, we'll call to possibly send them a bit later the same morning if feasible. If not, reschedule. Note that repeated missed attempts may incur fees or cancellation (as described in Refund Policy).
We highly recommend you keep your phone accessible on the day of delivery/pickup and provide a reachable alternate number (like family) in your order details in case of any issue.
2. Medicine Delivery Process
When you order medicines through ZOKTO:
Partner Pharmacy Allocation
Your order is routed to a nearby partner pharmacy that has the items in stock. ZOKTO itself does not stock or sell medicines; we facilitate the sale between you and a licensed pharmacy. The pharmacy details (name, license number) will be available on your invoice. They are the seller of record, ZOKTO is the platform. This distinction is important legally (Consumer Protection E-commerce Rules classify us as a marketplace in this scenario).
Verification
The pharmacy will verify the prescription (if required for the medicines). Since you usually consult a doctor on ZOKTO, the e-prescription is already in our system and will be shared with them. If you uploaded an external prescription, they'll review it. They might call if any clarification needed. Certain medicines (like antibiotics or higher schedule drugs) will be cross-checked properly. If a drug can't be supplied due to regulatory reasons (e.g., it's a Schedule X drug that telemedicine can't prescribe), we'll inform you and remove that item (refund for it).
Packaging
Medicines are packed securely. We ensure that proper packaging is done especially for liquids (to avoid leakage) and cold chain products (with ice packs and insulation to keep them at required temperature). Each package will have a label with your name and order number. The invoice and prescription copy often come attached as per law. If you have any specific delivery instructions (e.g., "Leave at reception" or "Call on arrival, baby sleeping"), you can mention and we pass them to the rider.
Delivery Agent
A delivery person (either pharmacy's own staff or a third-party courier like Dunzo/Shadowfax) will carry the package to your address. They will usually call the provided phone number to confirm someone is available or to get directions. Please ensure someone is present to receive. If you anticipate you might step out, perhaps leave an authorization with a family member or neighbor to collect (for prepaid orders, that's fine; for COD, they'll need to pay on your behalf).
Contactless Delivery
If you prefer contactless delivery (due to COVID or any reason), let us know. Prepaid orders can be left at your door or security after confirming on call. The delivery person will take a photo as proof or an OTP from you without physical contact. We value safety preferences.
Proof of Delivery
We may use an OTP system – the app/confirmation SMS might have a delivery code you give the agent upon receiving. Alternatively, your signature or a photo of the delivered package at your doorstep might be used. This is to ensure it reached the right person.
Delivery Charges
Most medicine orders above a minimum value have free delivery. If your order is small (say below ₹500), a nominal delivery fee (like ₹30-₹50) might apply, which will be shown at checkout. Emergency immediate deliveries might carry an express fee if applicable (we'd tell you). Our aim is to keep delivery affordable; often we subsidize it. We do not surprise you with hidden charges – what you see in the order summary is all you pay.
Partial Deliveries
If an item is unavailable or pending, we might do a split delivery (deliver available items first, rest later). We'll inform you and you can decide. You won't be charged extra shipping for the second delivery in such case. If the remaining item can't be sourced, we'll refund that item's cost promptly.
Delivery Areas & Third-Party Couriers
In areas where we have no local pharmacy partner, we may courier the medicines from a city. This could take 1-3 days depending on distance. We will always inform you if an order will be sent by courier (Speed Post or private) and provide tracking. Medicines that require cold storage or very urgent needs we typically won't accept for far-off delivery to avoid risk. We'll suggest you get those locally if we can't guarantee safe timely shipping.
Note: Upon delivery, check that the number of packages and items matches your invoice. Also check expiry dates (we ensure you get reasonably long shelf life, not near expiry stock). If anything amiss, notify delivery person or us immediately.
3. Lab Sample Collection & Reporting
When you book home lab tests through ZOKTO:
Pre-Collection Coordination
After booking, our system or a staff will reach out (likely via WhatsApp or call) to confirm the appointment time and any prerequisites (e.g., "fast for 10 hours before blood sugar test"). You'll get the phlebotomist's name or at least a message like "Lab collection scheduled between 7-8 AM, technician will call on arrival." Please be prepared at the time (and well hydrated if giving blood, unless fasting).
Technician Visit
The lab's phlebotomist comes to your address. They carry an ID and often wear a lab coat or uniform of their lab. You have the right to ask for identification to ensure safety. They will bring the necessary tools (needles, vials, swabs). It's good to designate a clean, well-lit area in your home for them to set up (like a dining table or so).
Your Role During Collection
Provide any relevant info the technician asks (e.g., verify your name, tests, any allergies to antiseptics, etc.). If urine or stool sample is needed, they'll give you a sterile container and instructions. For blood, relax your arm – they are professionals at drawing blood with minimal discomfort. After collection, they'll apply a small bandage; keep it for an hour.
Safety & Hygiene
All needles are new, one-time use – you should see them opened fresh. After use, they go into a biohazard bag. If you have any concerns about sterility, speak up. Our partner labs follow protocols mandated by NABL and health authorities. During COVID or similar situations, collectors wear masks, gloves, etc. We expect customers also to wear masks if required for mutual safety.
Missed or Delayed Visit
If the technician hasn't arrived by the end of your slot, please contact us. We will immediately follow up. Occasionally due to traffic or multiple bookings, they might be late – we'll update you. If you cannot wait longer due to another commitment, we'll reschedule as per Refund Policy. If they came and you were unavailable (maybe doorbell missed), they'll call; ensure your phone is on. We find most "no shows" get resolved by a quick call.
Sample Transport
After collection, samples are carefully labeled and transported in insulated boxes to the lab. If you have multiple tests, some samples might go to different specialized labs (we handle that logistics in background; you'll still get all results in one place).
Reporting
Once the tests are done, results are sent to us. We will notify you via the app and/or WhatsApp/email. You can download the reports (PDF format usually). If a test is significantly delayed or requires a repeat, we let you know. Most routine test reports come within 24 hours. Some tests (like cultures, biopsy, genetic tests) naturally take longer – we would have told you expected timeline when booking.
Report Hard Copies
By default, we provide soft copies. If you absolutely need a hard copy (some people prefer them for records), let us know at booking or when results come. Many labs can courier or have a center for pick-up. There might be a courier charge or you can pick from a nearby center if that lab has one. But for telemedicine, soft copies suffice for doctor consultations.
Abnormal Results Alert
Some labs or we might proactively alert you if a result is critically abnormal and could need immediate attention (e.g., dangerously high potassium). This isn't guaranteed (labs do mark critical flags), but as an extra service, a ZOKTO doctor might reach out in such cases to advise interim steps until you formally consult. This is part of care, not really a "delivery" thing, but good to know.
Follow-up
After getting your report, you can follow up with the prescribing doctor on ZOKTO. That might be a separate service (sometimes included if within a few days). We encourage you to discuss results with a doctor; labs provide data, doctors interpret it for your health context.
4. Emergency Logistics (SOS Dispatches)
If you trigger an SOS on ZOKTO, the logistics could involve:
Medicine Dispatch
We try to find the nearest open pharmacy with the needed emergency medicine (like an EpiPen, nebulizer solution, etc.). We then arrange a speedy delivery – often via bike. This might not be a partner pharmacy but any reliable pharmacy in our extended network willing to deliver or via a delivery app. We will coordinate the quickest path. The person bringing it might be a regular courier or a volunteer. They will have your name and item info. Keep phone at hand to guide them. Because time is critical, they might not follow usual formalities (like no OTP, they'll hand it and go). Payment for such items might be charged to your card on file or afterwards, as you likely won't be handling cash in an emergency.
Ambulance or Responder
Though ZOKTO doesn't operate ambulances, if our SOS center has contacts (like a local NGO ambulance or 108 integration), we will call them for you. They will come as per their protocols. We provide your location and condition. Similarly, if a nearby medical volunteer is alerted (someone trained in first aid), they may arrive to help. These responders are third-parties; treat them with respect and listen to their guidance. ZOKTO just facilitates connecting with them.
Updates
Our team might stay in contact with you (or your family contact) via phone during the emergency to update on ETA ("The medicine is 10 minutes away" or "No responder found yet, please consider alternate ways"). We'll do this as much as resources allow. Once help arrives or situation resolves, please let us know so we can stand down other efforts.
Post-Emergency
After an SOS event, we follow up later to ensure you're okay and to gather feedback on how the emergency assistance worked (this helps improve the system). If any logistics failed, we definitely want to investigate why (e.g., pharmacy was closed, wrong address, etc.).
No Guaranteed Coverage
We cover as many areas as we can with SOS, especially where we have partners or networks. However, remote regions might not have any available responder at certain hours. We will still attempt phone guidance (our doctor might stay on call to assist with first-aid). The limitations of emergency service are explained in our Terms – in essence, we do our best but cannot assure outcome. Always have a primary plan like calling 108.
Charges for emergency deliveries or services will be communicated after (or during if possible), as handling is priority. We ensure they remain reasonable and only for actual costs (we do not profit off emergencies).
5. User Responsibilities During Delivery
For the logistics to work smoothly, you, as a user, also have certain responsibilities:
Accurate Information
Provide correct and complete delivery details. This includes full address with landmarks, your reachable phone number, and any specific instructions (e.g., security gate protocols, building number confusion to clarify). An incorrect address can lead to failed delivery – and as per our refund policy, that would be on you. So double-check address entries. Our app often uses GPS to help; you can drop a pin.
Availability
Ensure someone is available to receive the delivery or sample collector at the agreed time. If you realize you won't be home, try to inform us in advance to reschedule or provide an alternate receiver (like a neighbor or receptionist). For labs, if you have to step out urgently, inform the collector via call if possible. Communication prevents wasted trips.
Secure Receiving
When receiving medicines or reports, check the package condition and seals. If something looks tampered with, you have the right to refuse it and let us know. Keep delivered medicines in appropriate conditions (don't leave that insulin out of the fridge after delivery!). Our responsibility ends at delivery; storage is yours. Similarly, once a lab sample is handed to technician, it's their responsibility – but ensure you handed it properly (like a urine sample cup lid tight, labeled with your name if given).
Payment (if COD or dues)
If any payment is due on delivery (we generally do prepaid, but say an emergency item cost wasn't charged yet), have the amount ready in cash or accept the payment link promptly. Some deliveries might not hand over items until paid (in case of COD). Delays in payment can cause the delivery to fail.
Respect and Safety
Treat delivery and medical personnel with respect. They are there to help. Do not harass or misbehave with them. Ensure any pets are restrained during their visit (for their safety and the visitor's). If you live in a containment zone (like COVID quarantine), inform beforehand so they can take precautions (they will still deliver if allowed, but with full PPE maybe). Transparency about any hazards helps.
Feedback
If you have issues or even positive feedback about the delivery person or process, do share. It helps us improve and also recognize good service.
6. Special Conditions
A few special notes regarding shipping & delivery in our context:
Temperature-Sensitive Medicines
For medicines like vaccines, insulin, some eye drops etc., we use cold-chain logistics. They will be packed with ice/gel packs. The delivery is usually faster (straight from pharmacy to you). When received, feel the item to ensure it's cold; if not, let us know immediately – we may advise not using it and will replace. Ideally, have a fridge ready to store them right after receiving. We try to avoid shipping these long distances; mostly local only.
Bulk or Heavy Orders
If you order very bulky items (like large nutrition supplement boxes, equipment like wheelchair, etc.), delivery might take a bit longer and via a different vehicle. Any extra freight charge would be communicated upfront. For buildings without elevators, the delivery may call for help to carry heavy items upstairs; be prepared to coordinate in such cases (most agents are kind enough, but technically not obliged beyond ground floor).
Legal Compliance
All our deliveries comply with applicable laws. Prescription medicines are only delivered against valid prescriptions. We include necessary documentation (like a copy of prescription if required by local FDA). If authorities stop a delivery for any check, our papers will be in order. You as a consumer are also protected – you get an invoice for every purchase including taxes paid, which we provide by email or with package. Keep it for records/warranty.
International or Interstate Delivery
We currently serve within India. If you somehow request delivery outside India, we cannot fulfill that (prescriptions issued in India typically cannot be shipped abroad easily due to customs). Interstate within India is fine, except certain meds that cannot be couriered due to regulation (like narcotic painkillers – but those we wouldn't handle via tele consult anyway).
Partial Delivery & Backorders
Sometimes a medicine might be out of stock and we source it later. We might send what's available first (so you're not waiting on entire order). We inform you of this and you won't pay extra shipping. Alternatively, if delay is long, we can refund the missing item so you can try to get it elsewhere. We'll do what you prefer.
Mis-delivery
If you receive someone else's package (extremely rare, but just in case), please inform us. Do not use any medicine not prescribed to you. We will retrieve it and get yours delivered. Same if your package goes to wrong person – we will replace it (and investigate how mix-up happened).
7. Failed Delivery Handling
If despite our best efforts, a delivery fails (e.g., after multiple attempts, it's undeliverable):
- • For medicines, we'll cancel the order and issue refund as per policy (minus any costs if failure was due to wrong info).
- • For labs, we'll cancel the booking and refund (minus any visit fee if you were repeatedly unavailable).
- • We may blacklist addresses that are consistently problematic (like fake addresses) to avoid future issues.
- • We always try to contact you before giving up. So ensure your contact info is updated in our app.
8. Customer Support for Delivery Issues
If you face any issue related to shipping or delivery (delay, missing item, behavior of delivery agent, etc.):
- • Contact us via in-app chat or call immediately. We often can resolve live (e.g., call the rider to coordinate).
- • We have a support team 9am-9pm for routine issues. SOS support is 24/7 for emergencies. If a medicine delivery is late night and an issue, our emergency line helps.
- • You can also email details to info@zokto.in, but for urgent matters real-time chat/phone is better.
- • We will listen to your complaint and act. If an item is missing, we coordinate with pharmacy to send it. If a report is not received, we chase the lab. If a delivery person was rude, we address it with their company. You, as a consumer, should get what was promised in a respectful manner – we uphold that.
All delivery grievances can also be escalated to our Grievance Officer (see Terms) if not resolved swiftly. According to E-Commerce Rules, we will resolve consumer complaints within 1 month, but practically we aim for 48 hours for delivery issues.
We hope this Shipping & Delivery Policy gives you clarity. We are continually improving our logistics network to make healthcare access seamless. Your cooperation and understanding help us serve you better. Thank you for choosing ZOKTO and allowing us to coordinate your healthcare needs.
Operator – Contact & Address
VYSN Technologies Private Limited (ZOKTO Platform Operator)
7-1/99, 6 58, Sai Prabhat Nagar,
Temple City, Trunk Road (Khammam),
Khammam (Urban), Khammam – 507003, Telangana, India.
CIN: U62099TS2025PTC198900 | MSME: UDYAM-TS-04-0046922 | DPIIT: DIPP213309
Email: info@zokto.in
Customer Support Tel: 9652296353