ValkGo Orders Shipping Policy

At Valkgo, we are committed to providing fast, reliable, and convenient delivery services for all your needs, whether it's food, personal items, or more. This policy outlines how we handle the delivery process, estimated times, fees, and customer responsibilities.

1. Delivery Areas

ValkGo delivers within specific geographic regions. Our coverage includes the following areas:

• Tiaret

Please check the ValkGo app or website to confirm whether your location is within our delivery range. We are continually expanding our service areas.

2. Delivery Times

Our standard delivery times vary depending on the service type and location. The average delivery time ranges are as follows:

• Food Orders: Typically delivered within 30 to 60 minutes after order confirmation.
• Personal Items & Errands: Delivered within 1 to 2 hours, depending on the distance and complexity of the request.
• Same-Day Deliveries: Available for select services or items within specific timeframes provided in the app.

You can track your order in real-time through the ValkGo app.

3. Delivery Fees

Delivery fees depend on the service requested, the location of the restaurant or vendor, and the distance from the customer. Fees are calculated as follows:

• Base Delivery Fee: Starting at 200Da for short distances.
• Distance Fee: Additional charges may apply for longer distances beyond a certain radius from the restaurant or vendor.
• Peak Hour/Busy Period Surcharge: An extra fee may be charged during peak times, such as lunch or dinner rush, or high-demand periods or at bad weather conditions .

Exact delivery fees will be shown at checkout before you confirm your order.

4. Delivery Windows & Scheduling

Customers can choose between the following options:

• Immediate Delivery: Orders are processed and delivered as quickly as possible based on current conditions.
• Scheduled Delivery: For your convenience, you can schedule delivery in advance within available time slots in the app. This option allows you to choose a delivery window that best suits your needs.

5. Handling Delays

While we aim for timely deliveries, certain factors may lead to delays, including:

• Traffic conditions
• Restaurant preparation delays
• Bad weather
• High demand or technical issues

In the event of a delay, Valkgo will notify you through the app or via a notification. If the delay is significant, you may have the option to cancel the order without penalty.

6. Customer Responsibilities

Customers are responsible for providing accurate delivery information, including:

• Complete address details: Apartment or building number, floor, gate code, etc.
• Accessible delivery location: Ensure the delivery location is easily accessible. If entry requires special instructions, please specify them during checkout.
• Contact information: Ensure your phone number is correct and active, as the driver may need to contact you for clarification or delivery instructions.

Failure to provide accurate or complete information may result in delivery issues or cancellations.

7. Contactless Delivery

For your convenience and safety, Valkgo offers contactless delivery. The driver will leave your order at a designated spot (doorstep, lobby, etc.), and you’ll receive a notification once it’s delivered. Be sure to collect your order promptly to avoid any damage or theft.

8. Failed Delivery Attempts

If our delivery partner cannot complete the delivery due to any of the following reasons:

• The customer is unavailable or unreachable at the provided address
• Incorrect or incomplete delivery address
• Refusal to accept the order without valid reason

The order may be canceled, and you may not be eligible for a refund. Please make sure to monitor your delivery status via the app to avoid missed deliveries.

9. Damaged or Incomplete Orders

If you receive an order that is damaged, incomplete, or incorrect:

• Please notify Valkgo within 30 minutes of delivery via the app or by contacting customer support.
• Include any relevant information, including photos of the damaged items.
• ValkGo will either arrange for a replacement, issue a refund, or offer credit for future orders based on the situation.

10. Returns and Refunds

Food items and perishable goods are non-returnable. However, if you are unsatisfied with your order due to errors or quality issues, please refer to our Refund Policy for details on how to address such matters.

11. Special Delivery Instructions

If you have any specific requests (e.g., leave at the front desk, ring bell, etc.), you can provide instructions in the designated field at checkout. Our drivers will do their best to accommodate your requests, but Valkgo cannot guarantee compliance in all situations.

12. Contact Us

For questions or concerns about your delivery, please contact Valkgo's support team through one of the following:

• In-app chat: Available for immediate assistance.
• Email: contact@valkgo.com
• Phone: +213549650133

We are committed to providing the best delivery experience and will work with you to resolve any issues.

Important Notes:

• ValkGo reserves the right to update this shipping policy at any time without prior notice.
• By placing an order with ValkGo, you agree to the terms outlined in this policy.