Delivery policy

Delivery is offered only where the app displays an available service for the selected address. Coverage depends on participating merchants, courier availability and operating conditions. A city or category named on this website is descriptive and does not guarantee service at every address. A merchant may stop taking new orders while finishing existing ones.

Provide an accurate pin, area, entrance details and a phone number that can be reached. Add practical directions rather than confidential access information. Review the destination before placing the order. A later address change must be accepted through the available order controls or support; it can affect coverage, fees and timing.

The order summary displays applicable delivery and service charges and eligible discounts. Do not rely on a previous order’s fee. Orders from different merchants remain separate unless the app explicitly describes a different supported arrangement; they can have different couriers and arrival times. Optional tips are separate from the mandatory total.

An estimated arrival time is a forecast, not a guaranteed deadline. Merchant preparation, traffic, road access, communications, weather and safety conditions may change it. Acceptance, preparation, pickup and delivery are different steps. Live courier location is shown only when the relevant feature and sufficiently current location data are available.

Keep the recipient reachable and provide reasonable access to the agreed handoff point. Follow any legitimate handoff verification shown in the app. Do not ask a courier to enter an unsafe area or to perform work outside the agreed delivery. Check the visible packaging and items where practical, and report problems using the order reference.

If the courier cannot reach the recipient, locate the address or safely complete the delivery, the order may need support review. Any decision about another attempt, cancellation, charges or a refund depends on the recorded circumstances and applicable rights. We do not assume that every failed delivery is the customer’s fault, and an estimated delay alone does not establish that an order was delivered.

Report the issue promptly through support, specifying the item and what is wrong. Keep relevant photographs, packaging and payment references when safe and practical. Avoid consuming food that appears unsafe. The appropriate resolution may depend on the nature of the item, its condition, the order record and the applicable consumer rights; a refund is not considered completed until its financial result is recorded.

Read these delivery details together with the Terms and Conditions and the Cancellation and Refund Policy. Nothing on this page removes rights that cannot lawfully be excluded. The order record and support review determine the facts of a particular delivery.