Delivery Policy

Hefty Deliveries
Last Updated: 01/01/2025

This Delivery Policy explains how Hefty Deliveries (“we,” “us,” or “our”) manages parcel pickup, handling, transportation, and delivery. By using our delivery services, you agree to this policy in addition to our Terms of Use.

1. Service Overview

Hefty Deliveries provides fast, safe, secure, and convenient delivery services across designated service areas. Our services include:

• Same-day deliveries
• Scheduled pickups
• Express and urgent deliveries
• Business and personal parcel deliveries

Service availability may vary depending on location and operational capacity.

2. Delivery Areas

We deliver within selected towns, cities, and regions. Current delivery zones are listed on our website or application. Deliveries outside normal zones may attract additional fees or require prior arrangement.

3. Booking and Scheduling

• All bookings must be made through our website, app, or approved channels.
• Customers must provide accurate pickup and delivery addresses, contact details, and parcel information.
• A booking is considered confirmed once you receive a confirmation message or receipt.
• Scheduled deliveries will be fulfilled within the selected time window, subject to external conditions.

4. Pickup Guidelines

• Parcels must be packaged securely and be ready for pickup at the scheduled time.
• The sender must be available or must appoint an authorized representative to hand over the parcel.
• Pickup may be rescheduled if the sender is unavailable, and additional fees may apply.

5. Packaging Requirements

Customers are responsible for:

• Using secure, appropriate packaging
• Ensuring fragile items are clearly labeled
• Sealing all parcels properly
• Providing accurate declarations of contents and value

Poor packaging may limit our liability or lead to refusal of service.

6. Handling and Transportation

We take reasonable care to ensure parcels are transported safely. Parcels may be transported via motorbike, van, truck, or other suitable methods depending on size, route, and urgency.

7. Delivery Process

• Parcels are delivered to the exact address provided by the sender.
• Our couriers will attempt to reach the recipient through the phone number provided.
• If the recipient is unavailable, delivery may be:
  • Left with a designated person where permissible
  • Rescheduled for a later time
  • Returned to the sender

Additional fees may apply for redelivery or return.

8. Proof of Delivery (POD)

Delivery is confirmed using one or more of the following:

• Signature
• One-Time Password (OTP)
• Photo confirmation
• Digital confirmation in our system

Once confirmed, the delivery is considered successfully completed.

9. Delivery Timeframes

Delivery times vary based on:

• Distance
• Route and traffic conditions
• Weather
• Volume of deliveries
• Special handling requirements

Estimated delivery times are provided during booking but are not guaranteed.

10. Failed Delivery Attempts

A delivery may fail if:

• The address is incomplete or incorrect
• The recipient is unreachable
• Access to the location is restricted
• The recipient refuses the parcel

In such cases, we will attempt to contact the sender for further instructions.

11. Restricted and Prohibited Items

We do not deliver:

• Hazardous or dangerous materials
• Illegal or prohibited substances
• Stolen or contraband items
• High-value items without prior approval
• Items restricted by Kenyan law

Such items may be refused, reported, or lead to suspension of service.

12. Fees and Additional Charges

Delivery fees depend on:

• Distance
• Parcel size and weight
• Priority or express options
• Pickup or delivery complexities

Extra charges may apply for redeliveries, returns, waiting time, or after-hours requests.

13. Loss, Damage, and Insurance

• Liability for loss or damage is limited to the declared value of the parcel, up to the maximum specified in our internal policy.
• Damage resulting from poor packaging, mis-declared items, or external factors beyond our control is not covered.
• Customers may request additional insurance where available.

14. Cancellations and Changes

• Customers may cancel or modify a delivery request before dispatch.
• Once a courier is en route, cancellation fees may apply.
• Changes must be communicated through official channels.

15. Customer Responsibilities

Customers must:

• Provide correct information
• Package items safely
• Ensure availability at pickup and delivery points
• Avoid sending prohibited items

Failure to comply may lead to delays or refusal of service.

16. Contact Information

For delivery-related questions or support, contact:

Hefty Deliveries
Email: [our email]
Phone: [our phone number]
Office Address: [our address]
Website: [pur website link]