This policy explains how pickup and delivery work. It forms part of the Terms of Service, the Business Agreement and the Driver Agreement.
1. How an order is fulfilled
Each shop chooses how its orders are fulfilled: the customer collects it (pickup), the shop delivers it with its own driver, or it is offered to the platform's network of independent couriers. A customer sees only the options that shop actually offers.
2. Service area
Where a shop has set a delivery radius, platform delivery is offered only to addresses within that distance of the shop's address. An address outside that radius will not be offered platform delivery for that shop, though pickup may still be available.
3. Hours
Delivery is only available while a shop is open, using its regular weekly hours together with any holiday changes it has set (for example, closed on a particular date, or open shorter hours). An order placed while a shop is closed cannot be scheduled for platform delivery.
4. How the fee is set
The delivery fee shown to a customer before they pay is calculated from the distance for that delivery, using either the platform's standard delivery pricing or the distance-based fee the shop has set. It is itemised on the order. The courier's pay is a separate figure set by the platform and is not affected by what the customer was charged.
5. Timing and tracking
Estimated times are estimates, not guarantees - traffic, weather and how busy the shop is all affect the real time. Once a courier accepts a delivery, its progress (accepted, on the way to the shop, collected, on the way to the customer, delivered) is shown to the customer, including the courier's live location while they are on the way.
6. If nobody accepts
A delivery that goes unaccepted for a period of time is automatically offered again to eligible couriers. If it still goes unaccepted, the shop and the platform's support team are told, so the shop can decide how to proceed - for example, offering pickup instead.
7. Address privacy
A courier sees only a rough area for a delivery (not the exact address) while it is an open offer they have not accepted. The exact address becomes visible once they accept that specific job, and stops being shown to them 15 minutes after the delivery is marked complete.
8. Problems with a delivery
A delivery that never arrives, arrives at the wrong address, or is damaged on the way can be reported through Support or by opening a dispute on the order. See the Refund policy for how a refund is handled once a delivery problem is confirmed.