Delivery & Fulfilment Policy

This Policy explains how deliveries work on the KwikFastHurry Platform. It forms part of the Platform Terms of Service.

#1. Where we deliver

Delivery is available inside defined service zones. The app shows the stores that can reach your address; if a Vendor is outside your zone it will not appear. Zones change as we add Vendors and Riders, and may be temporarily reduced during severe weather, civil disruption or safety incidents.

We do not deliver to:

• addresses we cannot lawfully or safely reach;
• locations without a clear point of handover, such as an unmarked construction site;
• addresses outside the zone shown at checkout, even if a Vendor is nearby.

#2. Delivery times

Times shown in the app are estimates, not guarantees. They are calculated from the Vendor's preparation time, Rider availability, distance and live traffic, and they update as the order progresses.

Estimates can be affected by weather, traffic, road closures, building access, order volume at peak times, and Vendor delays. A late delivery on its own is not grounds for a refund unless the order arrives in an unacceptable condition — see the Refund & Cancellation Policy.

Scheduled orders. Where a Vendor supports it, you can schedule an order for a future window. We aim to deliver within that window and will notify you if it slips.

#3. Your address and instructions

You are responsible for giving us an accurate delivery address. Please include the apartment or unit number, building name, floor, gate or entry code, and anything a stranger would need to find you at night.

You can add delivery notes at checkout. Riders will follow reasonable instructions, but will not:

• enter a private dwelling;
• climb over a locked gate or fence;
• leave an order somewhere visibly unsafe or unsanitary;
• take an order to a different address after collection;
• run errands that are not part of the order.

Address changes after the Rider has collected the order cannot usually be accommodated. Where a Rider agrees to a change, an additional distance charge may apply.

#4. Handover

#4.1 Hand it to me

The default for most orders. The Rider hands the order directly to you or to another adult at the address. Please be reachable — the Rider will call or message on arrival.

#4.2 Leave at my door

Available for most non-restricted orders. The Rider photographs the drop-off and marks the order complete. Once an order is left as instructed, risk passes to you. We are not responsible for orders that are taken, damaged by weather, or spoiled after a compliant drop-off.

#4.3 Meet outside

For gated communities, offices and campuses where access is restricted.

#4.4 Handover always required

Age-restricted goods, high-value orders above the threshold shown at checkout, and any order where the Vendor requires signature must be handed over in person. "Leave at my door" is not available for these.

#5. Waiting time

The Rider will attempt contact on arrival and wait a reasonable period, normally up to 8 minutes for a handover order. During that time the Rider will call and message you.

If you cannot be reached and there is no safe unattended option, the order is marked as a failed delivery.

#6. Failed deliveries

An order fails when the address cannot be found or accessed, nobody is available for a required handover, the recipient refuses or cannot verify age, the location is unsafe for the Rider, or the recipient is abusive.

When an order fails:

• we notify you immediately with the reason;
• perishable goods are not returned to the Vendor for food-safety reasons and are disposed of by the Rider;
• the order is generally not refundable where the failure was caused by information you supplied or your unavailability;
• the Rider is still paid for the work performed.

If the failure was our fault or the Vendor's, you get a full refund.

#7. Age-restricted goods

Where a Vendor lawfully sells alcohol, tobacco or other age-restricted items:

• Ordering requires an account verified as belonging to an adult.
• The recipient must be present and produce valid, unexpired, government-issued photo identification at handover.
• The Rider will scan or visually verify the identification.
• The Rider must refuse handover if identification cannot be produced, appears altered, does not match the recipient, if the recipient is under age, or if the recipient appears intoxicated.
• A refusal is a failed delivery and is not refundable.
• These items can never be left unattended.

Riders are protected from any penalty for refusing a handover in good faith.

#8. Order accuracy and packaging

Vendors are responsible for preparing the correct order, sealing it with tamper-evident packaging where required, and labelling allergens. Riders are responsible for transporting it in an appropriate insulated bag, keeping it upright, and not opening or tampering with it.

Report a missing or wrong item within 48 hours through Orders → Help.

#9. Allergens and dietary requirements

Allergen information comes from the Vendor and we do not verify it. If you have a serious allergy, contact the Vendor directly before ordering. Vendor kitchens handle many ingredients and cross-contamination is possible; we cannot guarantee any item is free of a given allergen.

#10. Safety

A Rider may decline or abandon a delivery at any point if they reasonably believe continuing is unsafe — for example due to aggression at the address, an unrestrained animal, hazardous access, or severe weather. In that case the order is treated as a failed delivery and you are refunded if the cause was not attributable to you.

Both the Rider and the Customer can trigger in-app safety tools, including emergency assistance, during an active order.

#11. Contactless service

Where public health guidance or your preference requires it, orders can be handled without contact, subject to the handover rules in Section 4.4.

#12. Questions

Delivery issues: support@kwikfasthurry.com. Safety incidents: safety@kwikfasthurry.com.