Effective Date: May 1, 2025

This Delivery Policy explains the process, responsibilities, and guidelines related to the delivery of Goods (including food, groceries, pharmacy items, parcels, and e-commerce products) ordered through the Fastwaka Platform (User App, Vendor App, Rider App, Fastwaka.com) operated by Fastwaka Enterprise in the Philippines.

This policy applies to Users, Vendors, and Riders and should be read in conjunction with our Terms and Conditions.

1. Delivery Process Overview

Users place Orders via the User App, selecting Goods from available Vendors within their designated delivery zone.
Vendors prepare the ordered Goods.
Fastwaka's system assigns an available independent Rider to pick up the Order from the Vendor and deliver it to the User's specified address.
Users can typically track the Rider's progress in real-time via the User App once the Rider is assigned and en route.
The Rider delivers the Goods to the User at the specified location.

2. Delivery Areas and Zones

Fastwaka operates within specific delivery zones in Pasay City, Metro Manila, and potentially other areas as defined within the Platform.
Users can only place Orders from Vendors located within their reachable delivery zone, as determined by the Platform based on the User's set location.
Availability of service and specific Vendors may vary depending on the User's location.

3. Delivery Times

The Platform provides an estimated delivery time when an Order is placed. This estimate considers factors like Vendor preparation time, distance, and estimated Rider travel time.
Estimates are not guarantees. Actual delivery times can be affected by various factors including, but not limited to: Vendor busyness, Rider availability, traffic conditions, weather, accuracy of address details, User responsiveness, and unforeseen circumstances.
For time-sensitive Orders (e.g., hot food), we strive for timely delivery, but delays can occur. Please refer to our Refund Policy regarding significant delays affecting perishable goods.

4. Delivery Fees

A delivery fee is typically charged for each Order, calculated based on factors such as distance, zone, time of day, or specific promotions.
The applicable delivery fee will be clearly displayed to the User before confirming the Order.
Fastwaka may also charge a service fee or other applicable platform fees, which will also be displayed before order confirmation.

5. User Responsibilities

Provide a complete, accurate, and accessible delivery address, including any necessary building names, unit numbers, landmarks, or instructions. Inaccurate or incomplete addresses may lead to delays or failed deliveries.
Ensure the provided contact number is correct and reachable during the delivery window. Riders may need to call for directions or upon arrival.
Be available (or arrange for someone to be available) at the delivery address to receive the Order promptly upon the Rider's arrival.
For COD orders, prepare the exact payment amount (or as close as possible) to facilitate a quick handover.
For parcel deliveries, ensure the item is properly packaged and complies with Fastwaka's guidelines and Philippine law regarding prohibited items.
Inspect the Order upon delivery (where practical) and report any issues (damage, missing/wrong items) immediately or within the timeframe specified in the Refund Policy.

6. Rider Responsibilities

Handle all Goods (food, groceries, pharmacy items, parcels, e-commerce products) with care to prevent damage or spillage. Use appropriate delivery equipment (e.g., insulated bags for food).
Follow reasonable delivery instructions provided by the User or Vendor.
Attempt to deliver the Order to the specified address and contact the User upon arrival if necessary.
Update the delivery status accurately within the Rider App (e.g., picked up, delivered).
Handle COD payments professionally and accurately.
Adhere to traffic laws and practice safe driving/riding.
Maintain professionalism and courtesy when interacting with Users and Vendors.

7. Failed Deliveries

A delivery attempt may be considered failed if:

The User is unreachable or unavailable at the delivery address after the Rider has made reasonable attempts to contact them (e.g., waiting for a specified period, typically [Specify Timeframe, e.g., 5-10 minutes], and attempting calls/messages).
The delivery address provided is incorrect, incomplete, or inaccessible, and the User cannot be contacted to clarify.
The User refuses to accept the Order without a valid reason covered under the Refund Policy.

In case of a failed delivery attempt due to User fault, the User may still be charged for the Order and any applicable fees, and no refund may be issued, especially for perishable Goods. The Rider may be instructed by Fastwaka Support on how to dispose of undelivered perishable items or handle undelivered parcels/non-perishables.

8. Parcel Delivery Specifics

Users sending parcels are responsible for ensuring items are not prohibited by law or Fastwaka policy (e.g., illegal substances, dangerous goods, animals, items exceeding size/weight limits).
Users are responsible for adequate packaging to prevent damage during normal handling.
Fastwaka and Riders are generally not liable for damage to fragile items or items damaged due to inadequate packaging by the sender. Liability limits may apply as per the Terms and Conditions.
Both sender and recipient details must be accurate for successful parcel delivery.

9. Contact Regarding Deliveries

For urgent issues regarding an ongoing delivery, please use the contact options available within the User App (e.g., chat with Rider/Support). For other delivery-related inquiries, contact Fastwaka Customer Support via the App or email at fastwaka@fastwaka.com.