Delivery Policy

1. Live availability

Ordering and delivery availability follows the live operating hours and availability of participating Stores. Buddi does not promise a universal daily opening period independent of Store hours.

2. Fees and distance

Standard fee: R50 up to 6 km from the Store. Additional distance: R10 per exact kilometre over 6 km. The applicable route/distance is calculated by Buddi’s mapping system and the total fee is displayed before Order submission.

3. Packing and collection requirements

1. Store confirms and picks accepted Order.
2. Store photographs the contents before sealing.
3. Store seals the approved Buddi package and photographs the final sealed package.
4. Driver verifies that the package is sealed and not visibly compromised; an unsealed/compromised package must not be accepted.
5. Driver completes the required collection handoff confirmation, including any Platform collection token/PIN and photograph required by the operating workflow.

4. Arrival and handover

1. At the delivery point, Driver photographs the package/seal before the Platform permits the “Arrived” status.
2. For ordinary Goods, the unique Member Delivery OTP is required to complete handover.
3. For Restricted Products, the recipient must also complete required in-system ID/age verification before handover.
4. The Driver enters the Member-provided OTP. The Driver must not be able to retrieve the OTP from the Driver app beforehand.
5. On successful verification and OTP validation, the package is handed over and delivery is marked complete.

5. Verified Collector

A pre-nominated, verified adult may receive for the Member. Late collector changes require Buddi Customer Service approval and completed verification before handover. The receiving person’s required ID information must be available to the verification workflow at the delivery point for Restricted Products.

6. Tampered package

A visibly compromised Buddi seal may be rejected at the door. Members should photograph the compromised seal where reasonably possible. The Driver arrival photograph and other chain-of-custody records will be reviewed.

7. Member unavailable or verification fails

Driver notifies Buddi and follows the secure return procedure. During Store operating hours, return to the originating Store is preferred where reasonably practicable. If not reasonably possible, the package remains securely controlled pending handover to Buddi management and/or Store return at the earliest reasonable opportunity.

8. After-hours failed handover

A Driver must not dispose of, use or open the package. The Driver must notify Buddi and follow management instructions for secure custody and retrieval/return. Restricted Products require heightened chain-of-custody controls.

9. Buddi-attributable driver failure

Buddi will ordinarily reassign another Driver. The Member’s delivery fee is refunded/credited and the Member is not charged an additional delivery fee for the replacement delivery.

10. Store cancellation after driver dispatch

Member receives a full affected refund/credit. Any Driver call-out cost is handled between Buddi and the Store.

11. Management return collections

Where Buddi agrees to collect disputed/returned Goods after completed handover, normal physical return-handling hours are currently 08:00–17:00, Monday–Friday, subject to availability and any statutory requirement for a different remedy.