SHIPPING & CANCELLATION POLICY
Document Version: 2.0
Last Updated: 20/02/2025
1. Introduction
Welcome to The Delivery (also referred to as “we,” “us,” or “our”). We are committed to providing fast and efficient delivery services for a wide range of products. This Shipping & Cancellation Policy (“Policy”) outlines our guidelines for delivering orders, including timeframes, coverage areas, fees, and conditions for cancellations. This Policy should be read in conjunction with our Terms and Conditions, Privacy Policy, and Refund Policy. By placing an order or using our Platform (including mobile applications, web app, or React-based website), you agree to be bound by all these policies.
Business Information
2. Scope of This Policy
2.1 Applicability
This Policy applies to all users placing orders through The Delivery’s Platform, as well as stores (“Stores”) and drivers (“Drivers”) who fulfill and deliver these orders. It establishes clear guidelines on order fulfillment, shipping (delivery) timelines, fees, and cancellation rules.
2.2 Additional Agreements
- Stores: Must adhere to our Store SLA, covering packaging standards, timely order preparation, and compliance with health regulations.
- Drivers: Must adhere to our Driver SLA, covering responsible handling of orders and prompt delivery.
- Refunds: Situations involving damaged, incorrect, or missing items are governed by our Refund Policy.
3. Delivery Timeframes
We strive to deliver most orders within 1 hour, though some may take longer depending on:
- Store processing time and item availability.
- Delivery distance and traffic conditions.
- Weather, peak demand, or unforeseen circumstances (e.g., accidents, driver vehicle breakdowns).
3.1 Estimated Delivery Times by Category
- Groceries: ~1 hour, subject to store processing.
- Food & Restaurants: 30–60 minutes.
- Pharmacy & Medical Supplies: 1–2 hours (urgent items prioritized).
- Parcel Delivery: Same-day delivery for local parcels (distance permitting).
- Bakery & Fresh Goods: 1–2 hours based on product availability.
- Florist & Gifts: Same-day delivery possible, depending on customization.
- Beauty & Cosmetics: 1–2 hours for in-stock items.
- Books & Stationery: 2–3 hours.
- Sports & Fitness Equipment: 2–4 hours depending on location.
- Fashion & Apparel: 2–4 hours for local deliveries.
- Other Categories: New categories may be added with relevant timeframes.
Note: These are general estimates and may vary due to store workflows, high-demand periods, traffic, or other conditions. Delays alone typically do not qualify for a refund unless otherwise stated in our Refund Policy or required by law.
4. Shipping (Delivery) Coverage
4.1 Area Limitations
Our services are available in designated regions across South Africa, including major cities and selected suburbs. Coverage is subject to expansion; you can check availability by entering your address on our website or app.
4.2 Service Availability
We reserve the right to refuse or cancel orders for delivery addresses outside our coverage area or for other reasons deemed appropriate (e.g., regulatory restrictions, safety concerns).
5. Delivery Fees
5.1 Fee Structure
We charge a minimum delivery fee of R30 per order. Beyond an initial included distance (as shown at checkout), a surcharge of R6.50 per additional kilometer applies. Final delivery fees are displayed before checkout, and by placing an order, you agree to pay the listed fee.
Promotions & Discounts: Certain Stores may offer free or discounted delivery based on order value or promotional campaigns. These are subject to the terms and conditions of each promotion.
6. Order Processing & Dispatch
6.1 Store Processing Time
- Stores confirm item availability once an order is placed.
- If an item is unavailable, you will be notified and given options to modify or cancel your order.
6.2 Dispatch & Tracking
- Orders are assigned to a Driver once they’re ready.
- You can track your order via our app or website in real time.
- If a delivery is delayed due to unforeseen circumstances, we will endeavor to notify you via SMS, app notification, or email.
7. Delivery Attempts & Failed Deliveries
7.1 Delivery Attempts
If you are unavailable at the time of delivery, the Driver may attempt to contact you via phone or messaging. If delivery cannot be completed after reasonable attempts, additional fees may apply, or the order may be canceled or returned to the Store in accordance with Store policy.
7.2 Failed Deliveries
A delivery is considered failed if:
- The contact details provided are incorrect or unreachable.
- The recipient refuses to accept the order.
- The recipient is unavailable after repeated attempts.
In such cases:
- The Driver may attempt redelivery once, depending on availability. Extra fees may apply.
- If redelivery is not possible, the order returns to the Store, and any refund is subject to our Refund Policy and the Store’s discretion.
8. Special Delivery Conditions
8.1 Perishable Items
- Perishable products like food, flowers, or baked goods must be received promptly to avoid spoilage.
- The Delivery is not responsible for quality issues arising from delayed acceptance or pickup.
8.2 Age-Restricted Items
- Deliveries containing alcohol, tobacco, or certain medications may require valid identification.
- The Driver reserves the right to refuse delivery if ID is not provided.
8.3 Fragile Items
- Fragile items are handled with care, but please inspect them upon delivery.
- If damaged, contact us within 24 hours in line with our Refund Policy.
9. Store Pickup Option
Some Stores may allow you to order via The Delivery and pick up items in-store. If you prefer this method, select “Pickup” during checkout. No delivery fee applies to Pickup orders.
10. Cancellation Policy
10.1 Customer-Initiated Cancellations
- Before Preparation Starts: You may cancel an order if the Store has not started preparing it. No cancellation fees usually apply.
- After Preparation Starts: Once the Store has begun preparing your order, cancellation may not be possible or may incur a cancellation fee to cover wasted inventory or costs.
10.2 Store-Initiated Cancellations
- Stores may cancel orders if they are unable to fulfill them due to out-of-stock items or operational challenges. You will be notified, and any charges incurred will be reimbursed per our Refund Policy.
10.3 Driver-Initiated Cancellations
- Drivers may cancel delivery assignments under rare circumstances (e.g., unsafe conditions, vehicle breakdowns). We will attempt to reassign another Driver if possible. If the order cannot be reassigned, a full or partial refund may be issued as appropriate.
10.4 Platform-Initiated Cancellations
- We reserve the right to cancel orders if fraudulent or unauthorized activity is suspected, or if required by law or regulation.
- We may also cancel or refuse orders from users who repeatedly violate our policies, have suspicious transaction patterns, or engage in abusive behavior toward Stores or Drivers.
10.5 Refund Eligibility for Cancellations
Refund eligibility is governed by our Refund Policy. Generally, no refund applies if an order is canceled after the Store has started preparation unless the Store agrees or an out-of-stock or exceptional circumstance arises.
11. Late Deliveries
11.1 Responsibility for Delays
We strive to ensure timely deliveries but cannot guarantee exact times. We do not provide refunds solely for delayed deliveries unless required by local laws or explicitly stated in our Refund Policy.
11.2 Driver and Store Delays
- Driver Delays: Factors like heavy traffic, accidents, or bad weather can cause delays.
- Store Delays: The Store is responsible for updating order status; incorrect preparation times or operational issues can delay dispatch.
12. Missing, Incorrect, or Damaged Items
12.1 Reporting Problems
If you receive an order that is incomplete, incorrect, or damaged, please report the issue within 24 hours to hello@thedelivery.co.za or call +27 15 004 1681. See our Refund Policy for details on how these cases are reviewed and resolved.
12.2 Liability
- Drivers: Responsible for items in their possession until delivery.
- Stores: Responsible for compliance with health regulations, proper packaging, and order accuracy.
13. International Shipping
Currently, The Delivery only offers local delivery within South Africa. We do not provide international shipping at this time.
14. Liability and Indemnification
14.1 Limitation of Liability
To the extent permitted by law, The Delivery shall not be liable for losses or damages resulting from missed, delayed, or canceled deliveries unless required by applicable consumer protection laws.
14.2 Indemnification
By using our Platform, you agree to indemnify and hold harmless The Delivery, its officers, employees, and agents from any claims or damages arising from your breach of this Policy, our Terms, or other applicable policies.
15. Modifications and Updates
We reserve the right to modify this Shipping & Cancellation Policy at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services indicates your acceptance of any updated terms.
16. Contact Information
For questions about this Policy or assistance with an order, please contact us:
- Email: hello@thedelivery.co.za
- Telephone: +27 15 004 1681
- Address: 19 Ghiordes St, Bendor, Polokwane, 0699, South Africa
