Delivery Policy

Delivery Policy

Effective Date: October 24, 2025
Last Updated: October 24, 2025

1. Introduction

This Shipping & Delivery Policy ("Policy") governs how Gabs Eats (Pty) Ltd ("Gabs Eats," "we," "our," or "us") manages the movement of goods from Vendors to Users through the Gabs Eats mobile application, website, and affiliated logistics infrastructure (collectively, the "Platform").

This Policy applies to:

  • Users (Customers) placing orders through the Platform;
  • Vendors / Restaurant & Grocery Partners supplying goods and services; and
  • Delivery Partners executing order pickup and last-mile delivery.

By using the Platform, all participants acknowledge that this Policy forms an integral part of the Gabs Eats Terms and Conditions, and agree to comply with all provisions herein.

2. Purpose and Objectives

The objectives of this Policy are to:

  • Establish consistent operational standards for the handling and delivery of goods.
  • Safeguard food safety, hygiene, and quality throughout the logistics chain.
  • Define the rights, duties, and liabilities of Users, Vendors, and Delivery Partners.
  • Ensure timely, trackable, and transparent order fulfillment.
  • Provide clear guidance for dispute resolution and service recovery.
  • Reduce operational risk, enhance customer satisfaction, and uphold brand reputation.

3. Delivery Service Types

Gabs Eats supports multiple delivery models to accommodate diverse customer needs.

3.1 Standard Delivery

  • Orders are collected by an authorized Gabs Eats Delivery Partner and delivered directly to the User.
  • Delivery fees are displayed at checkout and are calculated dynamically based on distance, order value, and demand.
  • Typical delivery time: 25–60 minutes, subject to Vendor preparation, traffic, and location.

3.2 Scheduled Delivery

  • Users may pre-select a future delivery window.
  • Vendors must confirm their ability to prepare and dispatch within the chosen timeframe before acceptance.
  • Gabs Eats reserves a 10-minute grace window on either side of the scheduled time.

3.3 Click & Collect / Self-Pickup

  • Users collect orders directly from the Vendor premises.
  • No delivery fee applies.
  • Users must arrive within 30 minutes of the indicated pickup time to ensure product freshness.

4. Delivery Zones and Coverage

4.1 Service Areas

Gabs Eats currently operates within designated service zones across Botswana, including but not limited to: Gaborone, Francistown, Maun, Palapye, Selebi-Phikwe, and surrounding urban neighborhoods.

Coverage zones are defined by GPS mapping and may evolve with operational capacity and safety considerations.

4.2 Delivery Limitations

Service may be unavailable or restricted due to:

  • Inaccessible or unsafe areas;
  • Extreme weather conditions;
  • Public emergencies or government-imposed curfews;
  • Vendor or Delivery Partner unavailability.

The Platform automatically notifies Users at checkout when delivery to a specific address is unsupported or temporarily suspended.

5. Delivery Timelines & Service Expectations

5.1 Estimated Delivery Time (EDT)

  • Each order displays an Estimated Delivery Time (EDT), calculated using live Vendor and traffic data.
  • Vendors and Delivery Partners are required to operate within reasonable adherence to the EDT.
  • Standard delivery window: 25–60 minutes post-Vendor acceptance.
  • Scheduled deliveries must occur within 10 minutes of the booked slot.

5.2 Delay Management

If an order exceeds the EDT by more than 30 minutes:

  • Users may contact Customer Support for real-time updates.
  • Gabs Eats may issue partial credits or goodwill discounts if the delay is attributed to Vendor or Delivery Partner negligence.
  • Delays caused by traffic, weather, or uncontrollable factors do not warrant automatic refunds unless gross negligence is proven.

5.3 Peak-Time or High-Demand Periods

During high-demand hours (e.g., weekends, holidays, major events), delivery times may be extended. The app will communicate any expected deviation from standard EDTs before checkout.

6. Order Processing & Vendor Responsibilities

6.1 Order Acceptance

  • Vendors must accept or reject orders within 5–10 minutes of receipt.
  • Failure to act within this window may result in order cancellation and automated system flagging.

6.2 Vendor Obligations

Vendors are responsible for:

  • Maintaining accurate menu data (pricing, descriptions, and allergen information).
  • Ensuring food safety and hygiene compliance per Botswana's Food Control Act.
  • Proper temperature management for hot and cold meals.
  • Sealed, tamper-evident, and leak-proof packaging with itemized labeling.
  • Ensuring each order is complete, verified, and ready for pickup when the Delivery Partner arrives.

6.3 Packaging Protocol

  • Hot and cold items must be separated and sealed appropriately.
  • Liquids must be contained in non-spill, food-grade packaging.
  • Disposable utensils and condiments must be neatly separated to prevent contamination.
  • Tamper-proof seals must remain intact until the order reaches the User.

7. Delivery Partner Responsibilities

Delivery Partners are the final custodians of the order before delivery to the User. They must:

7.1 At Pickup

  • Verify order ID, item count, and packaging condition with the Vendor.
  • Refuse collection if packaging is compromised or unsealed.

7.2 In Transit

  • Use insulated, sanitized, Gabs Eats-approved delivery bags.
  • Maintain optimal temperature and food integrity throughout transport.
  • Comply with all traffic and safety regulations.
  • Avoid tampering, opening, or consuming any order contents.

7.3 At Delivery

  • Confirm delivery via app signature, photo confirmation, or OTP verification.
  • Allow a 10-minute grace period for customer response.
  • In cases of non-response, mark the delivery as "Unsuccessful" and follow failed-delivery protocol.

7.4 Incident Reporting

Delivery Partners must immediately report:

  • Incorrect or missing items;
  • Accidents or spillage;
  • Unsafe delivery conditions; or
  • User misconduct.

8. Customer Responsibilities

To ensure smooth fulfillment, Users must:

  • Provide accurate delivery addresses and reachable contact details.
  • Be available during the estimated or scheduled delivery window.
  • Inspect and confirm the order upon delivery.
  • Report any issues within 24 hours via the in-app Help Center or support@gabseats.bw.
  • Treat Vendors and Delivery Partners with respectful conduct—abuse or harassment is grounds for account suspension.

9. Unsuccessful or Failed Deliveries

9.1 Common Causes

  • Incorrect or incomplete address.
  • User unreachable or unavailable for more than 10 minutes.
  • Unsafe or inaccessible delivery environment.

9.2 Procedure

  • The Delivery Partner must document and report failed attempts to Gabs Eats Support.
  • If the food cannot be redelivered or safely stored, it will be disposed of per health standards.
  • Delivery fees remain non-refundable unless the failure resulted from Vendor or platform error.
  • Gabs Eats may offer partial credit or re-delivery in verified fault cases.

10. Food Safety & Temperature Control

  • Vendors must maintain appropriate holding temperatures until collection (≥60°C for hot food, ≤5°C for cold food).
  • Delivery Partners must ensure that transport bags are insulated, clean, and sealed.
  • Users are encouraged to consume meals promptly upon receipt.
  • Gabs Eats disclaims liability for spoilage caused by delayed consumption, mishandling, or improper storage by the User.

11. Age-Restricted and Regulated Items

  • Delivery of alcohol or restricted products requires valid, government-issued ID verification upon delivery.
  • Delivery Partners will refuse delivery if ID is missing, invalid, or does not match the order name.
  • In such cases, the order will be canceled and no refund will be issued.

12. Real-Time Tracking & Communication

  • The Gabs Eats app provides live GPS tracking from order acceptance to delivery.
  • Secure in-app chat and call masking enable direct communication between User and Delivery Partner without sharing personal contact details.
  • Users may contact Support for assistance with:
    • Order delays,
    • Missing or damaged items, or
    • General feedback or service issues.

13. Liability and Limitations

Gabs Eats operates as a technology facilitator and not as a food producer, courier company, or agent of any single party. Accordingly, Gabs Eats shall not be held liable for:

  • Variations in taste, freshness, or presentation beyond Vendor control;
  • Delays due to traffic, weather, or force majeure;
  • Acts or omissions of independent Vendors or Delivery Partners beyond the reasonable oversight of Gabs Eats.

Users, Vendors, and Delivery Partners are expected to act in good faith and cooperate with investigations or complaint resolutions.

14. Force Majeure

Neither Gabs Eats, Vendors, nor Delivery Partners shall be held responsible for failure or delay caused by circumstances beyond reasonable control, including:

  • Natural disasters, extreme weather, floods, or fires;
  • Civil unrest, strikes, or protests;
  • Power outages, telecommunication failures, or pandemics;
  • Governmental restrictions or emergencies.

Where possible, Gabs Eats will offer alternative remedies (e.g., rescheduled delivery, credit voucher, or partial refund).

15. Policy Updates and Amendments

  • Gabs Eats may revise this Policy periodically to reflect regulatory updates, operational improvements, or feedback.
  • All revisions will be published on the official website and in-app.
  • Changes take immediate effect upon publication.
  • Continued use of the Platform signifies acceptance of the revised Policy.

16. Governing Law & Jurisdiction

This Policy is governed by the laws of the Republic of Botswana. All disputes arising under or in connection with this Policy shall be submitted to the exclusive jurisdiction of the courts of Gaborone, Botswana.

17. Contact Information

For delivery-related questions or concerns:

Gabs Eats Customer Support
Email: support@gabseats.bw
Phone: +267 71 672 188
Address: 10208 Mokolwane, Gaborone
Website: www.gabseats.bw

This Delivery Policy is designed to ensure safe, reliable, and professional delivery services. Thank you for choosing Gabs Eats.

Policy subject to change. Please review periodically. Your use of Gabs Eats delivery services constitutes acceptance of the current policy.