Delivery Policy

Drivers

Punctuality: All drivers are required to be punctual for both collecting and delivering orders. Timely deliveries are essential for maintaining customer satisfaction and efficiency.
Late Fees: A fee of N$ 20 per 10 minutes will be charged to drivers for any late collections or deliveries. These fees will be deducted from any amounts due to the driver before any payouts.
Customer Contact: Drivers must attempt to call customers at least three times and submit proof of these attempts to Buddy Industries before requesting any additional delivery charges for late or no-show customers. A minimum waiting time of 10 minutes is required before additional charges can be applied.
Item Verification: Drivers are responsible for checking that all items ordered are handed over to them at the time of collection. Any discrepancies must be reported to the merchant and Buddy Industries immediately. Failure to verify items may result in penalties.
Professional Conduct: Drivers must maintain a high level of professionalism and courtesy at all times. Any complaints regarding driver behavior will be thoroughly investigated and may result in penalties or termination of the driver's contract.
Safety: Drivers are required to adhere to all traffic laws and ensure the safety of the delivery items and themselves during transit. Any violations may result in penalties.

Customers

Delivery Fees: Customers are required to pay delivery fees for each order. Each order must have a single collection and delivery address. The customer is liable for the delivery fee for each order.
Erroneous Addresses: If a customer provides an incorrect delivery address, they are responsible for paying an additional delivery fee (equal to the original fee) for delivery to the correct location.
Non-Responsive or Late Acceptance: If a customer is non-responsive or late in accepting a delivery, an additional charge of N$ 20 per 10 minutes will be applied. These charges will be collected from the customer's card. The additional charges will only be billed if the driver has called the customer at least three times without a response.
Order Cancellation: Customers may cancel their orders without incurring additional charges if the restaurant has not yet confirmed the order or if a driver has not been dispatched. If the order is canceled after the restaurant has confirmed it or after a driver has been dispatched, the customer is liable to pay the full order amount.
Complaints and Disputes: Any complaints or disputes regarding delivery should be reported to Buddy Industries within 24 hours of the delivery. We will investigate and resolve issues promptly.

Merchants (Restaurants)

Order Confirmation: If a restaurant does not confirm an order after three phone call attempts, the order will be canceled, and a non-response fee of N$ 50 will be charged to the merchant at Buddy's discretion. Merchants must close their profiles if they are unable to take online orders.
Erroneous or Missing Products: If a driver is requested to collect missing products or correct erroneous orders, the merchant will be billed a delivery fee equal to the original order delivery fee.
Late Order Preparation: If a driver has to wait at a restaurant for an order exceeding 15 minutes without prior notification to Buddy, a fee of N$ 20 per 15 minutes will be charged. These fees will be deducted from any amounts due to the merchant before any payouts.
Product Quality and Packaging: Merchants are responsible for ensuring that all products are of high quality and properly packaged for delivery. Any issues related to product quality or packaging may result in penalties or additional fees.
Menu Accuracy: Merchants must ensure that their online menus are accurate and up-to-date. Any discrepancies between the online menu and available items may lead to customer dissatisfaction and potential penalties.

General Terms

Privacy and Data Protection: All parties must adhere to privacy and data protection laws. Customer information must be handled with care and only used for delivery purposes.
Force Majeure: Buddy Industries is not liable for any delays or failures in delivery due to events beyond our control, such as natural disasters, strikes, or other unforeseen circumstances.
Amendments: Buddy Industries reserves the right to amend this delivery policy at any time. All parties will be notified of any changes in advance.
Compliance: All parties must comply with this delivery policy and any other applicable laws and regulations. Non-compliance may result in penalties, suspension, or termination of services.

Contact Information

If you have any questions about these Terms, please contact us at:

Buddy Industries (Pty) Ltd
support@buddy.na

This comprehensive delivery policy aims to ensure a seamless and efficient delivery process, promoting responsibility and accountability among drivers, customers, and merchants.