Shipping Policy

NiiGo is committed to making the delivery of products ordered through the Platform as convenient and reliable as reasonably possible.

This Shipping & Delivery Policy explains how delivery works on NiiGo, including delivery arrangements, estimated delivery times, customer responsibilities, delivery problems, and circumstances that may affect delivery.

This policy should be read together with the NiiGo Terms & Conditions, Refund Policy, Cancellation Policy, and Privacy Policy.

1. Delivery Services

NiiGo may facilitate delivery of products purchased from participating merchants through independent or participating delivery partners.

Depending on the order and location, delivery may be:

Provided through a NiiGo delivery partner.
Arranged by the merchant.
Provided through another approved delivery service.

The delivery option available for an order will depend on the merchant, customer's location, product type, delivery availability, and other operational factors.

2. Delivery Areas

Delivery availability depends on the location of the customer, merchant, delivery partner availability, and the type of product being ordered.

Not every merchant or product is available for delivery to every location.

NiiGo may limit, expand, or change delivery areas from time to time.

The Platform may determine whether delivery is available based on the delivery address entered by the customer.

3. Delivery Address

Customers are responsible for providing an accurate and complete delivery address.

Where appropriate, customers should provide:

House or building number.
Street or area information.
Relevant landmarks or directions.
Correct phone number.
Any information reasonably necessary to locate the delivery destination.

NiiGo and its delivery partners may rely on the information provided by the customer.

NiiGo is not responsible for delays or failed deliveries resulting from incorrect, incomplete, or misleading delivery information provided by the customer.

4. Delivery Fees

Where applicable, delivery fees will be displayed during the ordering or checkout process.

Delivery fees may vary depending on factors such as:

Distance.
Delivery location.
Merchant location.
Order type.
Delivery demand.
Delivery conditions.
Other operational factors.

Any applicable delivery fee will be presented to the customer before the order is confirmed where reasonably possible.

5. Estimated Delivery Times

NiiGo may provide an estimated delivery time or delivery window when an order is placed.

Estimated delivery times may depend on:

Merchant preparation time.
Distance between merchant and customer.
Delivery partner availability.
Traffic conditions.
Weather.
Order volume.
Road conditions.
Other operational circumstances.

Delivery estimates are not guaranteed unless NiiGo expressly states otherwise.

Where there is a significant delay, NiiGo may provide an updated estimated delivery time where reasonably possible.

6. Merchant Preparation

The merchant is generally responsible for preparing an order before it is collected for delivery.

Preparation times may vary depending on:

Product type.
Order size.
Merchant workload.
Product availability.
Special customer requirements.

NiiGo is not responsible for delays caused solely by a merchant's preparation process, except where required by applicable law or where NiiGo has expressly assumed responsibility for the relevant service.

7. Delivery Tracking

Where tracking is available, customers may be able to view information about their order and delivery status through the NiiGo Platform.

Tracking information may include:

Order status.
Preparation status.
Pickup status.
Delivery status.
Estimated delivery information.

Tracking information may not always be real-time or completely accurate due to technical, network, location, or operational limitations.

8. Customer Availability

Customers are responsible for being reasonably available to receive their orders.

Customers should:

Keep their phone available where delivery communication is required.
Provide accurate contact information.
Respond to reasonable delivery communications.
Ensure that the delivery location is accessible.
Ensure that someone authorized to receive the order is available where necessary.

Failure to be available may result in a delayed, returned, or cancelled delivery.

9. Delivery Attempts

A delivery partner may make reasonable attempts to contact the customer when arriving at the delivery location.

If the customer cannot be reached, the delivery partner may wait for a reasonable period or follow the applicable NiiGo delivery procedure.

Depending on the circumstances, the order may:

Be delivered later.
Be returned to the merchant.
Be cancelled.
Require another delivery arrangement.

Additional delivery charges may apply where permitted and clearly communicated, particularly where a new delivery attempt is required because of information or circumstances attributable to the customer.

10. Incorrect Delivery Information

If an order cannot be delivered because the customer provided an incorrect or incomplete address, phone number, or other required information, NiiGo may be unable to complete the delivery.

In such circumstances, the customer may not be entitled to a full refund.

The applicable outcome will depend on:

The status of the order.
Whether the merchant prepared the order.
Whether the delivery partner attempted delivery.
Whether the product is perishable.
The applicable NiiGo Refund and Cancellation Policies.

11. Failed Deliveries

A delivery may fail for reasons including:

Customer unavailability.
Incorrect address.
Incorrect contact information.
Inaccessible delivery location.
Safety concerns.
Merchant issues.
Delivery partner issues.
Vehicle problems.
Traffic or road restrictions.
Severe weather.
Technical problems.
Other circumstances beyond reasonable control.

Where a delivery fails, NiiGo may investigate the circumstances and determine the appropriate next step.

12. Delayed Deliveries

NiiGo makes reasonable efforts to facilitate timely delivery but cannot guarantee that every delivery will arrive within an estimated time.

Delays may occur because of:

Traffic congestion.
Weather conditions.
High order volumes.
Merchant preparation delays.
Delivery partner availability.
Road closures.
Accidents.
Public events.
Technical problems.
Payment or Platform issues.
Other circumstances outside NiiGo's reasonable control.

Where a delay materially affects an order, customers may contact NiiGo support for assistance.

Where appropriate, the order may be cancelled and an applicable refund may be considered under the NiiGo Refund Policy.

13. Damaged Products

Customers should inspect delivered products where reasonably possible.

If a product arrives damaged, the customer should report the issue to NiiGo as soon as reasonably possible.

Depending on the circumstances, NiiGo may request:

Photographs of the damaged product.
Photographs of the packaging.
Order details.
A description of the damage.
Other information reasonably required to investigate the issue.

Depending on the outcome of the investigation, the customer may be offered a replacement, partial refund, full refund, or another appropriate resolution.

14. Missing or Incorrect Items

If an order is delivered with missing or incorrect items, customers should contact NiiGo as soon as reasonably possible.

NiiGo may investigate the issue with the relevant merchant and delivery partner.

Depending on the circumstances, the resolution may include:

Delivery of the missing item where possible.
Replacement of an incorrect item.
Partial refund.
Full refund for the affected item.
Another appropriate resolution.

15. Lost Orders

If an order is reported as delivered but the customer did not receive it, the customer should contact NiiGo promptly.

NiiGo may investigate using available information, which may include:

Order records.
Delivery status.
Delivery partner information.
Communication records.
Location or delivery information where available.
Merchant records.

Where an order is determined to have been lost or improperly delivered, NiiGo may provide an appropriate resolution in accordance with the Refund Policy and applicable law.

16. Perishable Products

Some products, including food, groceries, and other temperature-sensitive or perishable products, may have special delivery requirements.

Customers should receive such products promptly and store them appropriately after delivery.

Because of health and safety considerations, perishable products may be subject to restrictions on returns or refunds.

Customers should report problems involving spoiled, contaminated, damaged, or otherwise unsafe products as soon as possible.

17. Pharmacy and Medication Deliveries

Pharmacy orders may be subject to additional delivery requirements.

Where applicable:

Prescription medicines may require prescription verification before fulfillment.
The relevant licensed pharmacy is responsible for dispensing medicines in accordance with applicable requirements.
Certain medicines may require additional verification at delivery.
Customers may be required to provide information or confirmation reasonably necessary to complete delivery.
Certain medicines may have restrictions on return or redelivery.

NiiGo may coordinate delivery of pharmacy orders but does not replace the responsibilities of the licensed pharmacy.

Prescription and health-related information is handled in accordance with the NiiGo Privacy Policy.

18. Delivery Handover

Depending on the order, the delivery partner may require confirmation that the order has been received.

Confirmation may include:

Customer confirmation through the Platform.
A delivery code or verification method.
Confirmation by the recipient.
Other reasonable delivery verification methods.

Customers should not provide delivery verification information to another person unless that person is authorized to receive the order on their behalf.

19. Cash or Payment-on-Delivery Orders

Where payment on delivery or another offline payment method is available, the customer may be required to make payment before or upon receiving the order.

Customers should ensure that the required payment is available when the delivery arrives.

An order may not be handed over where the required payment cannot be completed, subject to the applicable order and merchant arrangements.

20. Delivery Partner Conduct

Delivery partners are expected to handle customer orders responsibly and conduct deliveries professionally.

Customers must not:

Threaten or abuse delivery partners.
Harass delivery partners.
Attempt to obtain unauthorized personal information.
Intentionally damage delivery equipment or vehicles.
Engage in unsafe conduct during delivery.

Concerns regarding delivery partner conduct should be reported to NiiGo.

21. Events Outside NiiGo's Control

Delivery may be affected by circumstances outside NiiGo's reasonable control, including:

Severe weather.
Natural disasters.
Accidents.
Road closures.
Major traffic disruptions.
Public emergencies.
Government restrictions.
Civil disturbances.
Telecommunications failures.
Payment system outages.
Platform or infrastructure failures.
Security incidents.
Other unforeseen events.

NiiGo will make reasonable efforts to minimize the impact of such events.

22. Delivery Restrictions

NiiGo may restrict or refuse delivery where necessary to:

Protect customer or delivery-partner safety.
Comply with applicable law.
Prevent fraud or abuse.
Protect products requiring special handling.
Address security concerns.
Comply with merchant or pharmacy requirements.

23. Delivery and Refunds

A delivery problem does not automatically result in a refund.

Where an order qualifies for a refund because of a delivery issue, the refund will be handled in accordance with the NiiGo Refund Policy.

Customers should not assume that a delay or failed delivery automatically results in a full refund.

The circumstances of each order may be considered when determining the appropriate resolution.

24. Customer Support

If you experience a delivery problem, contact NiiGo as soon as reasonably possible.

When contacting support, provide:

Order number or reference.
Delivery address.
Description of the issue.
Relevant payment reference where applicable.
Photographs or other evidence where relevant.

NiiGo may contact the merchant or delivery partner to investigate the issue.

25. Changes to This Shipping & Delivery Policy

NiiGo may update this Shipping & Delivery Policy from time to time to reflect changes in our services, delivery operations, technology, or applicable laws and regulations.

Any updated version will be published on the Platform with a revised Last Updated date.

26. Contact Us

For questions or concerns regarding delivery, please contact NiiGo.

NiiGo

Website: niigo.app
Email: support@niigo.app
Phone: +233 59 866 3756

Address:
Central Business District
Koforidua, Ghana