Frequently Asked Questions (FAQ)

Welcome to the HXGo FAQ section. Here you’ll find answers to the most commonly asked questions about ordering, payments, deliveries, cancellations, and our services.

1. What is HXGo?

HXGo is a hyperlocal online marketplace that allows customers to order food and other locally available products from nearby vendors through a single platform.

2. Where does HXGo currently deliver?

HXGo currently delivers only to selected serviceable locations. Delivery availability depends on the vendor’s location and delivery partner coverage.

3. Can I place an order anytime?

Yes. You can place an order at any time. However, certain products are prepared and delivered only during the vendor’s designated operating or serving hours.

4. Why is my order scheduled for a later time?

Some products are available only during specific preparation or serving hours. Orders placed outside those hours will be delivered during the next available delivery slot.

5. Do you accept Cash on Delivery (COD)?

No. HXGo currently accepts online prepaid payments only.

6. Why doesn’t HXGo offer COD?

Most products available on HXGo are freshly prepared food items. Since vendors begin preparing orders only after payment confirmation, Cash on Delivery is currently not supported.

7. What payment methods are accepted?

HXGo supports secure online payment methods, including:

UPI
Credit Cards
Debit Cards
Net Banking
Supported Digital Wallets

Available payment options may vary depending on the payment gateway.

8. Will someone call me after I place an order?

Yes. In certain cases, HXGo may contact you to verify your order details before processing it.

9. Can my order be cancelled after payment?

Yes, but only under certain circumstances.

Orders may be cancelled if:

The product is unavailable.
The vendor is unable to prepare the order.
Delivery is not possible.
Operational or technical issues occur.

Customer cancellation requests may be accepted only before the vendor starts preparing the order.

10. What happens if the ordered item is out of stock?

If a product becomes unavailable after your order is placed, HXGo may cancel the affected item or the entire order. Any eligible refund will be processed to your original payment method.

11. Will I receive a refund if my order is cancelled?

Yes. If your order is cancelled by HXGo or the vendor after payment, an eligible refund will be initiated to your original payment method.

12. How long do refunds take?

Refund processing time depends on your payment provider or bank. Processing times may vary.

13. Can I modify my order after placing it?

Order modifications may not be possible once the vendor has started preparing your order. If you need assistance, please contact us as soon as possible.

14. Why is my order taking longer than the estimated delivery time?

Delivery times shown on HXGo are estimates only.

Delays may occur due to:

Vendor preparation time
Heavy traffic
Weather conditions
High order volume
Delivery partner availability
Other unforeseen operational reasons

15. Who delivers my order?

Orders may be delivered through:

Rapido Parcel Service
Independent delivery partners
Vendor delivery personnel
Customer self-pickup (where available)

16. Can I schedule my delivery?

Scheduled deliveries may be available for selected vendors or products, depending on operational availability.

17. Are the product images exactly the same as the delivered products?

No.

Product images are provided for illustrative purposes only. The actual product delivered may differ in appearance, packaging, portion size, garnishing, color, or presentation depending on the vendor.

18. Does HXGo prepare or cook the food?

No.

HXGo is only a technology platform that connects customers with independent vendors. Food preparation and quality remain the responsibility of the respective vendor.

19. Does HXGo guarantee food quality?

No.

HXGo does not guarantee the taste, freshness, hygiene, ingredients, or quality of food prepared by third-party vendors.

20. What should I do if I have food allergies?

If you have food allergies or dietary restrictions, please verify ingredients directly with the respective vendor before placing your order.

21. What should I do if I receive the wrong item?

Please contact us as soon as possible with your order details so we can review the issue and assist you accordingly.

22. What should I do if an item is missing?

Please report missing items promptly after receiving your order. We will coordinate with the vendor to investigate the matter.

23. What happens if I’m not available during delivery?

If you are unavailable or unreachable during delivery, the order may not be successfully delivered. Refund eligibility will depend on the circumstances and the nature of the product.

24. Can I cancel an order after the vendor has started preparing it?

Generally, no.

Since food items are prepared specifically for your order, cancellation requests made after preparation begins may not be accepted.

25. Is my payment information secure?

Yes.

HXGo uses trusted third-party payment providers for secure payment processing. We do not store your complete card details or sensitive payment credentials.

26. Can I track my order?

Order tracking may be available depending on the delivery method and operational availability.

27. Can prices change after I add items to my order?

Product prices are determined by individual vendors and may change without prior notice. The final payable amount will be displayed before you confirm your order.

28. Do delivery charges apply?