Shipping policy

PezeA Shipping and Delivery Policy
Effective Date: 01 Jun 2025
Entity: OmniFlare Nexus (PezeA product)

PezeA provides on-demand, hyperlocal delivery for food and beverages within defined serviceable zones visible in the app at checkout.
Serviceability depends on restaurant operating hours, delivery partner availability, traffic/weather conditions, and local regulations.
Certain locations (e.g., high-security zones, restricted campuses, or gated areas without access permissions) may be unserviceable; the app will indicate if an address is out of zone.

Orders are dispatched to the restaurant immediately after placement; preparation typically begins upon acceptance by the restaurant.
Typical handling time (prep + assignment) ranges from 10–25 minutes depending on cuisine, order size, and partner load.
During peak hours, festivals, or extreme weather, handling times may be longer; live ETAs are shown in-app and updated in real time.

Live ETA shown in-app reflects current restaurant prep and real-time rider location; most deliveries complete within 30–60 minutes from order placement in serviceable areas.
ETAs are estimates and not guaranteed; delays may occur due to prep time changes, traffic, weather, or access constraints.
If delays exceed a reasonable threshold beyond the promised window, users may raise a request for fee waivers or refunds per the Cancellation & Refund Policy.

Delivery fees vary by distance, time of day, demand (surge), and promotions; the exact fee is displayed before checkout.
Additional fees may apply for long-distance, multi-restaurant, or special handling orders; all fees are itemized at checkout.
Free or discounted delivery may be offered via promotions, memberships, or vouchers as available.

Restaurants are responsible for food preparation and packaging; PezeA encourages tamper-evident seals and spill-safe packing.
Delivery partners are instructed to keep food upright and handle beverages carefully; hot and cold items are separated where feasible.
Temperature control is not guaranteed; for safety concerns or tampering, report via in-app Help within 24 hours with photos.

Accurate delivery address, landmarks, and contact number must be provided; incorrect or incomplete details can cause delays or cancellation.
If access is restricted (e.g., gated communities, offices), users should authorize entry or collect from the gate/desk as requested.
Delivery partners will attempt to contact via call/message; if unreachable after reasonable attempts and wait time, delivery may be marked unsuccessful.

Standard protocol includes up to two contact attempts and a wait time at the location; if unsuccessful, the order may be returned or disposed per food safety norms.
In cases of unsuccessful delivery due to customer unavailability or access issues, charges may apply per the Cancellation & Refund Policy.
For prepaid orders, refunds are not guaranteed if food has been prepared/dispatched and delivery failed due to customer-side issues.

Special instructions can be added at checkout (e.g., “leave at gate/desk”); drivers will follow where feasible and safe.
For no-contact delivery, the partner may call on arrival and leave the order at a safe spot; a delivery photo or call confirmation may be captured.
Alcohol, tobacco, or restricted items are not delivered unless expressly permitted by law and platform policy.

Real-time tracking is available in-app from acceptance to delivery handoff.
Status updates are shared via push notifications/SMS; ensure notifications are enabled for timely updates.
Any material changes (substitutions, delays) will appear in-app; support can assist via Help/Support.

Severe weather, public safety orders, strikes, or major disruptions may impact delivery times or cause cancellations.
In such events, PezeA may restrict new orders, adjust ETAs, or cancel orders with full refunds for prepaid payments where service cannot be completed.
Safety of delivery partners and users is prioritized; routes may be adjusted or deliveries paused when necessary.

All applicable fees (item total, taxes, packaging, delivery, surge, small order fee) are shown before payment.
Tax treatment depends on the restaurant and jurisdiction; line items are displayed on the invoice.
Tips are optional and go to delivery partners where supported.

Be available at the delivery location and on the provided phone number during the ETA window.
Inspect packaging upon receipt; report issues within 24 hours via in-app Help with photos when possible.
Avoid repeated last-minute cancellations or no-shows to prevent account action under platform rules.

Due to the perishable nature of food, returns are not accepted after delivery unless expressly approved by support for safety/quality issues.
Redelivery may be offered at PezeA’s discretion if service failure is verified; otherwise, additional fees may apply.
See the PezeA Cancellation & Refund Policy for remedies, timelines, and eligibility.

PezeA may update this policy to reflect operational, legal, or regulatory changes; the latest version in-app/website applies upon publication.