Frequently Asked Questions

We deliver only raw cow milk.

Raw cow milk refers to milk that comes directly from a cow's udder and has not been pasteurized or homogenized.

Our milk is delivered from farm to home. No third parties are involved in the delivery process. The whole supply chain is managed by us.

Our raw cow milk is free from commonly used dangerous adulterants such as:

• External fat and starch (used to thicken milk)
• Detergent / shampoo (used for emulsification of added fat)
• Ammonium sulphate / sugar (used to increase density)
• Formalin, caustic soda, sodium bicarbonate, sodium carbonate (neutralisers used to prevent curdling and increase shelf life)
• Urea, maltodextrin, chlorine, hydrated lime, etc.

No, we currently deliver only A1 milk.

No. We do not have indigenous cow breeds like Lakhimi, Siri, Red Assamese, Miri, etc. Only high-yielding breeds are on our farm.

Our cow breeds are Jersey, Sahiwal, Holstein Friesian, etc. After milking, we mix the milk and do packaging. It is not possible to make special packaging with only one particular breed.

No.

No. We do not sell any kind of milk except raw cow milk.

We highly recommend you to test our milk anytime. We are confident that once you test it, you will never look elsewhere.

FSSAI approved laboratories list:
https://infolnet.fssai.gov.in/#/ApprovedLabPublic

Test scope PDF:
https://infolnet.fssai.gov.in/.../scope1663573466349.pdf

FSSAI = Food Safety and Standards Authority of India.

We manually pack milk in food-grade pouches, tie a knot, and put branded cello-tape over the knot.

We have delivery routes — morning (7–11 AM) or evening (5–8 PM). Some areas may get alternate-day delivery depending on route feasibility.

Please create an account in our app or send your full address on WhatsApp. Based on your location and route availability, we will inform you of your expected delivery schedule.

Not guaranteed. You will usually be scheduled into an existing route, so your preferred time may or may not match the actual delivery window.

Currently no. We are working on it.

Delivery charge may apply depending on product type and order pattern. Please refer to the Products page and app pricing for the latest details. Heavy items like vermicompost and dry cow dung have separate delivery charges.

Half litre. Please refer to the Products page for pricing and order rules.

Yes. We encourage trials. Please create an account in our app, or send your request on WhatsApp if you need help. If your location is serviceable, we will review and confirm it.

Yes. Please submit your vacation request through the app before the applicable cut-off time.

For milk and paneer, the cut-off times are:

Morning delivery cut-off: 5:00 AM
Evening delivery cut-off: 2:00 PM

After the cut-off time, please do not request changes or cancellations on WhatsApp. However, you may still instruct us to deliver to a neighbour, leave at another nearby place, or donate the delivery to a temple or similar place.

If you face any issue in the app, contact us on WhatsApp for support.

Yes. Please place such change requests in the app before the applicable cut-off time.

For milk and paneer, changes or cancellations are allowed only up to:

Morning delivery cut-off: 5:00 AM
Evening delivery cut-off: 2:00 PM

After the cut-off time, please do not request changes or cancellations on WhatsApp. However, you may still tell us to deliver to a neighbour, leave it at another nearby place, or donate it to a temple or similar place.

Extra milk may not be available during Maha Shivaratri and similar peak-demand festivals.

Yes, subject to availability. For bulk or special occasion orders, please contact us directly, as these may require manual confirmation and advance planning.

Such quantities may not be available during festivals like Maha Shivaratri and similar peak-demand periods.

With lift → we deliver any quantity to any floor.
Without lift → delivery to your floor only if your daily intake (in liters) equals the floor number.

Example: 3 liters → deliver to 3rd floor.
2.5L or less → left at security, at your own risk.

We do not follow a fixed monthly billing system anymore. Every customer account has a credit limit. Deliveries continue as long as the outstanding amount remains within the allowed credit limit.

If the credit limit is exceeded, delivery may be paused automatically. To continue further deliveries, the outstanding amount should be cleared.

Please open the Pankwat app and click View Bills. You can see your outstanding amount, payment status, and available payment options there.

Customers are requested to check their bill regularly instead of waiting for a month-end bill.

The preferred payment method is through the Pankwat app. Open the app, click View Bills, and choose the available payment option.

Payments made through the app are normally updated immediately in your account.

Yes, payment can also be made directly to our bank account.

However, bank account payments may take up to 48 hours to reflect in your Pankwat account. Please make the payment early enough so that your credit limit is not exceeded.

Cash payment is accepted in selected cases, but it is the least preferred payment method.

Cash payments may take up to 48 hours to reflect in your Pankwat account. To avoid delivery pause, we recommend paying through the app whenever possible.

Delivery may be paused automatically if your outstanding amount exceeds your account credit limit.

Please clear the outstanding amount to continue further deliveries. Payment through the app is the fastest option because it is normally updated immediately.

If you paid through the app, the payment is normally updated immediately.

If you paid by bank transfer or cash, it may take up to 48 hours to reflect in your Pankwat account. Please keep your payment proof safely.

No issue. Any extra amount may remain as advance credit in your account and can be adjusted against future deliveries, subject to company policy.

You can start in two ways. The preferred option is to create an account in our app and place your request there.

If you are not comfortable using the app, you can also send us a WhatsApp message with:

• Full name
• Full delivery address with landmark
• Milk quantity required, for example 500ml, 1 litre, 1.5 litres
• Daily or alternate-day delivery
• Preferred delivery slot: morning or evening
• Phone number, if different from your WhatsApp number

We will check route availability and confirm whether delivery can be started at your address.

Send WhatsApp Request

For existing customers, the app is the preferred channel for regular order management, bill viewing, payment, vacation pause, and quantity changes.

For new customers who need help, WhatsApp is welcome. Please send complete details in one message so that we can check route feasibility quickly.

WhatsApp, call or email may be used for:

• New customer requests when app signup is difficult
• Questions not handled in the app or FAQ
• Urgent delivery-related support
• Clarifications, feedback or complaints

For any request made on WhatsApp, please mention your Name and Customer ID if you already have an account.

No. For any concern, please use the app, WhatsApp, phone, or the official contact details mentioned on the Contact page.

At present, please contact us through the official number or support channel with your friend’s details. If and when referral handling becomes available directly in the app, we will update customers accordingly.

Please inform us immediately. We will check with customers before and after you on the route. If it is due to our mistake, you will not be billed for that delivery.

Common causes may include:

• Detergent residue in the vessel
• Insects / lizards falling into the milk
• Not boiling immediately after delivery
• Hot weather, because raw milk can spoil quickly

Delay happens mainly in cases beyond our control, such as traffic, heavy rain, vehicle issues, or route disruption. Otherwise, we try to remain punctual. If delayed, please contact us via the app, WhatsApp, or phone.

Please do not depend on informal communication with delivery staff for issue resolution. Use the app or contact the official Pankwat support channels mentioned on the Contact page.