Delivery & Fulfilment Policy

1. Overview

This policy outlines the timeframes, conditions, and obligations that apply to all delivery and fulfilment services provided through the Rider Africa Platform.

2. Service Types and Delivery Timeframes

2.1 Package & Parcel Delivery

• Within the same city (e.g., Windhoek, Lagos, Nairobi): 1–4 hours from driver pickup
• Between cities or towns: Same-day to next-day, depending on distance and driver availability
• Remote or rural areas: 1–3 business days (subject to route availability)

2.2 Passenger Transport

• City rides: Driver arrives within 5–15 minutes of booking (subject to availability)
• Scheduled rides: Driver confirmed at least 30 minutes before the requested time
• Long-distance trips: Journey durations vary; advance booking of at least 2 hours recommended

2.3 Grocery Delivery

• Standard grocery delivery: 1–3 hours, depending on store distance and order complexity
• Large orders: Up to 4 hours

2.4 Valuables & Pawn Item Transport

• Within city: 2–6 hours (senior driver assignment takes additional time)
• Between cities: Next business day

3. Proof of Delivery

All deliveries include a digital proof of delivery, which may include:

• Delivery confirmation timestamp
• GPS coordinates of delivery location
• Recipient signature (for valuables and high-value items)
• Delivery photo (optional, with recipient consent)

4. Failed Delivery Attempts

If a delivery cannot be completed because the recipient is unavailable or the address is incorrect:

• The driver will attempt to contact the sender and recipient via the platform
• If no contact is made within 15 minutes, the driver will return the item to the sender
• A re-delivery fee equal to the original delivery fee will apply for a second attempt

5. Prohibited Items

The following items may not be transported via Rider Africa:

• Illegal substances or contraband
• Firearms or ammunition (without prior written approval)
• Hazardous materials, flammable liquids, or explosives
• Live animals (without prior arrangement and appropriate packaging)
• Items that violate any Namibian law or regulation

6. Liability for Delays

Rider Africa is not liable for delays caused by:

• Traffic congestion or road closures
• Extreme weather conditions
• Incorrect or incomplete address information
• Recipient unavailability
• Force majeure events

For eligible delays caused by driver fault, customers may request a partial refund per our Refund Policy.

7. Tracking

All active deliveries and rides can be tracked in real time through the Rider Africa app. Customers receive push notifications at key stages: driver assigned, driver en route, pickup confirmed, and delivery completed.

8. Contact for Delivery Issues

Email: admin@riderafrica.com
Phone / WhatsApp: +264 81 469 8594 / +264 81 732 7089
In-app support: Available 24/7 via the Help section