1. Service area
Delivery is available only where an active delivery option is shown for the area and merchant. Availability can vary by location, time and operational capacity.
2. Delivery fees
Delivery fees are shown before order confirmation using the available area, distance and service settings. Once a trip price is locked, it is not silently increased for the customer; any change requires a clear and justified workflow.
3. Estimated time
Arrival time is an estimate, not a minute-by-minute guarantee. It can be affected by merchant preparation, number of pickup stops, traffic, weather, road closures or exceptional operating conditions.
4. Address and delivery point
The customer is responsible for a reachable address and a phone number that can be contacted. Sharing an accurate delivery point can reduce delay, but you must have the right to share that location.
5. Multi-merchant orders
- each merchant keeps a separate order, amounts and evidence;
- delivery routing may be operationally grouped without mixing customer or merchant funds;
- each stop remains independently auditable.
6. Nearby trips and the 50% discount
Arooba may offer a nearby customer a place on an existing route for 50% of that customer’s full calculated delivery fee. Once accepted:
- the discount is locked for that order;
- the nearby customer remains independent for order, payment and evidence;
- cancellation by the original customer, for any reason, does not cancel the nearby order and does not remove the 50% discount.
7. Pickup from merchants
Before the trip heads to the customer, the delivery provider records pickup from the merchant according to trip state. If pickup never occurred and the order is cancelled, the trip is not treated as a completed delivery service.
8. Cash collection and differences
For cash trips, the amount due is displayed to the courier. If more or less cash is collected, the actual amount and reason must be recorded and evidence may be required. Cash differences remain visible to the accounting review workflow until resolved.
9. Customer unavailable
If the customer cannot be reached or receive the order, the contact and trip-state steps shown in the workflow are followed. A return to the merchant may create actual cost depending on stage and cause, with responsibility assessed for each party.
10. Order care
The merchant is responsible for preparation and packaging appropriate to the product; the delivery provider is responsible for reasonable care in transit. Check the order on receipt where practical and report a problem promptly through the complaint center.
11. Cancellation after delivery has started
After pickup, actual delivery or return costs may exist. They are assessed under the Cancellation & Refund Policy and the recorded trip history.
12. Complaints
A delivery complaint should be linked to the order or trip reference where possible and include a clear description and photo where useful. This allows review of timing, stops and payment states rather than relying on an undocumented account.