1. Service area

KitUm currently delivers within Shillong and surrounding serviceable areas in Meghalaya, India. Availability depends on your exact location and on Delivery Partner coverage. If your delivery address falls outside our serviceable area, you will be informed during ordering and, if you have already paid, refunded in accordance with our Refund & Cancellation Policy.

2. Delivery options

• Instant (on-demand) delivery — we dispatch the nearest available tanker to you, with live tracking, as soon as possible after your order is confirmed.
• Scheduled (slot-based) delivery — you choose a delivery slot (typically a 2-hour window), and we deliver within that slot.

3. Delivery timelines

Estimated delivery and arrival times shown in the app are indicative. For instant orders, the time to reach you depends on Delivery Partner availability, distance and traffic. For scheduled orders, we aim to deliver within your chosen slot.

Delivery may be delayed by factors beyond our control, including:

• Traffic, road conditions, weather or natural events;
• Water-source or refilling availability and demand surges;
• Incorrect or incomplete address/contact details;
• Restricted, unsafe or inaccessible delivery locations; or
• Other operational or force-majeure events.

If we expect a significant delay, we will try to notify you and, where appropriate, offer rescheduling or a refund.

4. Charges & payment

Any applicable delivery charge is calculated based on factors such as distance, tanker size and demand. A Platform Fee of 5% of the order value is also added to every order. All charges are shown to you transparently as a breakdown before you confirm and pay; the total shown at checkout is inclusive of all applicable charges and taxes unless stated otherwise.

KitUm does not charge you at booking — you pay on delivery by your chosen method: in cash to the Delivery Partner, or by UPI in the app when your tanker arrives.

5. Receiving your delivery

To help us deliver smoothly, please ensure that:

• Your delivery address, contact name and phone number are accurate and complete;
• You (or someone authorised by you) are available to receive the delivery and to direct the tanker to the storage point/tank;
• The delivery vehicle has safe, lawful and reasonable access to the delivery location; and
• Your payment is ready at the time of delivery — exact cash, or your UPI app for online payment.

6. Failed or missed deliveries

If we cannot complete a delivery because the recipient is unavailable, the location is inaccessible, contact details are incorrect, or a Cash on Delivery amount is not paid, the order may be marked as a failed delivery. How refunds are handled in such cases is described in our Refund & Cancellation Policy. We may attempt to contact you to reschedule where possible.

7. Order tracking & confirmation

You can track the status of your order in the app, and for instant deliveries you can view live tracking once a Delivery Partner is assigned. We also send order updates via email, SMS, WhatsApp and/or push notification.

8. Contact

For any delivery-related question or issue, contact us at meghalayawater@gmail.com or +91 76300 03427 (Monday to Sunday, 7:00 AM – 9:00 PM IST), or see our Contact Us page.