Delivery & Fulfillment Policy
Effective Date: 11 November 2025
This policy governs the fulfillment and delivery of all services purchased through the Halppy Platform, including Subscription Services, Custom Projects, and Concierge Desk Services.
1. Scope, Service Area, and Model Definition
Halppy provides services through three distinct models:
| Service Model | Fulfillment Definition | Service Area Scope |
| Subscription Services (Tasks) | On-demand, hyperlocal service fulfillment via appointed Taskers. | Limited to the geographical boundaries of Surat, Gujarat. |
| Custom Projects (Enterprise) | Fulfillment of multi-day/multi-week projects defined by a Statement of Work (SOW). | Defined by the SOW; may extend outside Surat based on agreement. |
| Concierge Desk (Retainer) | Continuous delivery of personalized management and coordination services under a Service Level Agreement (SLA). | National and International for sourcing and logistics management. |
Service fulfillment is subject to Tasker/Expert availability and the specific terms defined in the Customer’s current agreement (Membership Plan, SOW, or SLA).
2. Service Fulfillment Commitment and Timelines
2.1 Subscription Services (Tasks)
- Fulfillment Timeline: All standard Task requests will be fulfilled within seven (7) business days from the time the Task is confirmed, or as explicitly communicated in the Task Quote.
- Communication: Customers will be promptly notified by Halppy personnel of any foreseen delay in fulfillment.
2.2 Custom Projects & Enterprise Services
- Definition of Delivery: Fulfillment is defined as the successful completion of a pre-defined stage or deliverable as detailed in the Milestone Schedule of the signed SOW.
- Delivery Confirmation: Delivery of a milestone is confirmed by the Service Provider’s notification that the milestone is complete, triggering the User’s review period.
- Acceptance and Payment: Final “Delivery” for a milestone requires formal acceptance by the User, which triggers the release of funds from the Escrow system to the Service Provider. Non-acceptance must be communicated within the review period defined in the SOW, citing specific deficiencies.
2.3 Concierge Desk & Lifestyle Management (Retainer Services)
- Definition of Delivery: Delivery is the continuous, dedicated availability and performance of the Relationship Manager and related coordination services, as stipulated in the Service Level Agreement (SLA).
- Fulfillment Metrics: Fulfillment is measured by adherence to the SLA’s guaranteed response times, reporting frequency, and the successful coordination of complex logistics and sourcing requests.
- Service Fulfillment: Specific tasks executed under the Concierge Retainer (e.g., booking a trip, sourcing an expert) are fulfilled when the instructed action is completed and reported back to the User.
3. Fulfillment Constraints and Project Changes
For all services, fulfillment timelines may be impacted by factors outside Halppy’s control, including:
- Force Majeure: Acts of God, war, public health crises, or government mandates.
- Client Delays: Delays in providing necessary approvals, access, materials, or financial authorizations (especially impacting Escrow release).
- Scope Creep: Changes requested by the User after the SOW or SLA is executed, which require a formal Change Order and may result in adjusted timelines and costs.
4. Product Sales Disclaimer
Currently, the halppy.com platform is focused solely on the sale of services (subscriptions and management). Physical goods and related services linked to external platforms (Exfresh.in, Fabyaa.com, etc.) are fulfilled independently and are not governed by this policy.
5. Fulfillment Confirmation
Upon successful completion of a Task (Subscription), a Milestone (Custom Project), or a specific Retainer task, the customer will receive confirmation via one or more methods, including: in-app notification, SMS, email, or formal documentation (for SOW milestones).