
Delivery Time Policy
Estimated Delivery Times:
- Delivery times are estimated based on traffic, location, and availability. Delays may occur during peak hours, and customers will be notified promptly in case of any unexpected delays.
- Customer Communication: Customers are required to be available to receive their delivery within the specified time window. If unavailable, the delivery agent may need to reschedule the delivery or leave it in a designated safe location. Please note that an additional fee of $500 will be applied for every 15 minutes the agent is required to wait.
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Damaged or Missing Item Policy
Damage Responsibility
- A2Z Courier & Delivery Services is not liable for damages to items that are securely packed by the sender or vendor. However, if the item is damaged due to mishandling by our agent, customers may file a claim with proof, and we will investigate the issue.
- Missing Item Claims: In case of a missing item or incomplete order, customers must notify us within 24 hours of receiving the delivery. Claims submitted after this period may not be eligible for resolution.
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Handling Fragile Items Policy
- Handling of Fragile Items: We take extra care when handling fragile items. However, customers must ensure items are securely packaged before delivery. A2Z Courier & Delivery Services will not be responsible for breakage or damage to fragile items due to poor packaging.
- Fragile Item Disclaimer: We may require customers to sign a waiver acknowledging that A2Z is not responsible for breakage of fragile or perishable items once they have left the vendor.
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Payment Policy
- Payment Options: All payments must be made using the methods provided by our customer representative. Currently, we accept payments through MMG or cash on delivery.
- Payment Confirmation: Orders are confirmed only after payment is received. Failure to pay will result in order cancellation.
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Tracking and Customer Updates Policy
- Real-Time Tracking: Customers will be provided with real-time tracking for some deliveries. However, we cannot guarantee updates if the customer does not have access to the app or website due to technical issues on their side.
- Update Responsibility: It is the customer’s responsibility to monitor tracking and ensure they are available for delivery. Delivery agents will attempt to contact the customer, but failure to respond may lead to delayed or canceled deliveries.
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Privacy and Data Protection Policy
- Data Collection: We collect customer information (such as name, address, and contact details) solely for the purpose of completing deliveries. This information is kept confidential and is not shared with third parties.
- Tracking Consent: By placing an order, customers consent to being tracked for delivery purposes only. No personal data will be used for any other purposes without explicit consent.
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Customer Conduct Policy
- Respect for Delivery agent: We expect all customers to treat our agents with respect. Any form of abuse, harassment, or unsafe behavior will result in service suspension for the customer.
- Accurate Information: Customers must provide accurate delivery details (address, contact number). Failure to do so may result in missed deliveries, and A2Z will not be responsible for delays caused by incorrect information.
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Service Area Policy
- Service Area Limits: Deliveries are available only within specified service areas. Requests outside these zones may incur additional charges or may not be accepted depending on rider availability.
- Surge Pricing During Peak Times: During peak times, prices may increase due to high demand or limited availability of riders.
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Weather Delay Policy
- Severe Weather Delays: Deliveries may be delayed due to extreme weather conditions, such as heavy rain, flooding, or storms. Safety of the riders is our top priority, and customers will be notified of any weather-related delays.
- No Penalty for Weather-Related Delays: We will not provide refunds or compensation for delays caused by severe weather.
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Perishable Goods Policy
- Timely Delivery: We prioritize timely delivery of perishable goods (e.g., food, flowers) to ensure they arrive in good condition. Customers are advised to be available to receive perishable items immediately.
- No Responsibility After Drop-Off: A2Z is not responsible for perishable items left at a drop-off location if the customer is unavailable.
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Weight and Size Limits Policy
- Size Restrictions: We can only deliver items up to a certain weight and size. If an item exceeds our standard size or weight limits, additional fees may apply, or the delivery may be declined.
- Pre-Approval of Large Items: Customers must notify us in advance of any oversized or heavy items to ensure transportation availability and avoid delivery issues.
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Tipping Policy
- Optional Tipping: Tipping is not required but appreciated for good service. Customers can tip riders directly or add a tip when placing an order online. Riders keep 100% of their tips.
- No Influence on Service: Tipping is optional and does not affect the quality of service provided.
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Complaint Resolution Policy
- Report Issues Within 24 Hours: Customers must report any issues (such as late deliveries, damaged items, or poor service) within 24 hours of receiving their delivery to ensure prompt resolution.
- Complaint Process: Once a complaint is filed, we will investigate the issue and aim to resolve it within 3 business days. Refunds or compensations will be offered on a case-by-case basis based on the outcome of the investigation.
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Service Availability Policy
- Limited Hours of Operation: Our delivery services are available during set hours. Orders placed outside these hours will be scheduled for the next available delivery window.
- Peak Hours: During peak delivery hours (e.g., lunchtime or weekends), delivery times may be slightly longer. Customers will be notified in case of any expected delays.
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Delivery Agent Misconduct Policy
- Accountability: Any complaints of misconduct by a delivery agent (rudeness, unprofessional behavior) will be taken seriously and addressed promptly. Agents found in violation of company policies will face disciplinary action, which could include suspension or termination.
- Customer Safety: We prioritize customer safety and ensure all agents follow strict guidelines when interacting with customers.
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Bonus Tip: Order Confirmation Policy
- Order Review: Customers are responsible for reviewing and confirming all details before placing an order. This includes delivery address, items, and payment. Mistakes made due to incorrect input by the customer will not be eligible for refunds or free rescheduling.