Delivery & Logistics Policy

1Introduction & Scope

This policy sets out how delivery and collection work across the HmperCo Platform, including delivery areas, timing, cold-chain handling for perishables, proof of delivery, and what happens when delivery fails or goods are damaged in transit.

2Legal Framework

• Consumer Protection Act 68 of 2008 ("CPA") — section 19 requires goods to be delivered on the agreed date, at the agreed place, in the agreed manner, and in accordance with the agreement, and gives you remedies where delivery does not conform.
• Electronic Communications and Transactions Act 25 of 2002 ("ECTA") — section 43(5)–(6) requires HmperCo to perform within the timeframe agreed, or notify you and offer a refund where performance is not possible within the stated period.
• National Road Traffic Act 93 of 1996 — governs the roadworthiness and lawful operation of vehicles used by HmperCo's Driver Partners and courier providers.
• Occupational Health and Safety Act 85 of 1993 — informs the safe handling and transport practices HmperCo requires of its logistics partners.
• Foodstuffs, Cosmetics and Disinfectants Act 54 of 1972 — governs cold-chain and food-safety handling during transport of perishable goods (see clause 5).

3Delivery Areas, Zones & Fees

3.1 HmperCo delivers to the areas shown as serviceable at checkout when you enter your delivery address. Delivery fees are calculated based on distance/zone and are shown before you complete payment.

3.2 Rural and peri-urban addresses may have extended delivery timeframes or a distance-based surcharge, disclosed at checkout before you pay.

3.3 Where your address falls outside HmperCo's current delivery footprint, this will be indicated at checkout and the Order cannot be completed for delivery (collection may be offered as an alternative where available).

4Delivery Timing & Windows

1. Estimated delivery timeframes (including same-day, 60-minute, and next-day delivery where available in your area) are shown at checkout and are estimates, not guarantees, though HmperCo takes reasonable steps to meet them.
2. Orders placed after the daily cut-off time shown at checkout are processed on the next available business day.
3. Delivery is not guaranteed on Sundays and public holidays unless expressly offered for your area at checkout.
4. Where a scheduled delivery window is offered, HmperCo will notify you if the Driver Partner is running materially outside that window.

5Cold-Chain & Perishable Delivery

Meat, frozen, chilled and fresh-produce items are packed using insulated and/or temperature-controlled packaging appropriate to the product and transit time, consistent with food-safety practice under the Foodstuffs, Cosmetics and Disinfectants Act. You are responsible for promptly refrigerating or freezing perishable items on receipt — HmperCo is not responsible for spoilage caused by delayed unpacking after successful delivery. Full detail is in the Food, Meat, Fresh Produce & Perishables Policy.

6Proof of Delivery

Delivery is confirmed by one or more of: recipient signature, delivery OTP, photographic evidence of the delivered parcel at the address, or GPS location data logged by the Driver Partner's delivery app. This proof of delivery record is retained in accordance with the Privacy Policy and may be used to resolve delivery disputes.

7Failed Delivery & Customer Unavailability

1. If no one is available to receive the delivery and no safe-drop instruction was provided, the Driver Partner will attempt to contact you; if unsuccessful, the item will be returned for a further attempt or made available for collection.
2. An incorrect or incomplete delivery address, or inaccessible premises (for example, unregistered estate access) provided by you may result in a failed delivery and a redelivery fee for a subsequent attempt.
3. Where HmperCo or its Driver Partner is at fault for a failed delivery, no redelivery fee is charged.

8Damaged, Missing or Substituted Goods

8.1 Where goods are damaged in transit, missing from your delivery, or partially delivered, report this within 48 hours of delivery to thankyou@hmperco.co.za with photographs; the full remedy process is set out in the Returns Policy.

8.2 Where you have consented to substitutions and an item was substituted, the substitution and any price difference will be reflected on your invoice; if you did not consent to substitutions, an unavailable item is refunded rather than substituted.

9Disruptions & Force Majeure

HmperCo is not liable for delivery delays caused by circumstances beyond its reasonable control, including load-shedding, severe weather, road closures, or courier network disruption, but will communicate known material delays to affected customers where reasonably possible and will not charge a redelivery fee where the delay is due to such an event.

10Collection

Where a collection option is offered for your Order, bring your order confirmation and identification matching the Account name when collecting; HmperCo may release the Order to an authorised third party where you have notified HmperCo in advance in writing.

11Delivery Complaints

Delivery-related complaints, including Driver Partner conduct, are handled through thankyou@hmperco.co.za and, where unresolved, escalated per the Complaints, Escalation & Dispute Resolution Policy.

12Contact Details