Home About us Privacy policy Terms and condition Contact us Vendor registration Deliveryman registration Browse web

Shipping Policy

Home / Shipping Policy

Shipping Policy – Rafiia

This Shipping Policy describes the delivery procedures for orders placed through the Rafiia platform. It applies to users, partner merchants, and delivery drivers using the platform.

1. Rafiia’s Role in Shipping

Rafiia is a technology platform that connects:

  • customers

  • merchants

  • delivery drivers or transportation providers

Order delivery may be carried out:

  • directly by the merchant,

  • by an independent delivery driver using the Rafiia platform, or

  • by a third-party logistics partner.

Rafiia coordinates and facilitates the connection between parties but does not directly perform the physical delivery of products.

2. Delivery Areas

Delivery areas depend on several factors:

  • the merchant’s location

  • the availability of delivery drivers

  • local logistical conditions

Each merchant may define:

  • their delivery zones

  • applicable delivery fees

  • estimated delivery times

This information is clearly displayed in the application before the order is confirmed.

3. Delivery Times

Delivery times may vary depending on:

  • the distance between the merchant and the customer

  • the availability of delivery drivers

  • the nature of the ordered product

  • traffic or weather conditions

Estimated delivery times:

  • Local delivery: 30 minutes to 2 hours

  • Intra-city delivery: same day

  • Intercity delivery (if available): 24 to 72 hours

The indicated delivery times are estimates and may vary depending on actual conditions.

4. Products Requiring Special Attention

Certain products may require specific transportation conditions.

4.1 Food Products

Food products must be transported under conditions that ensure their hygiene and quality.

4.2 Fragile Products

Fragile products must be properly packaged by the merchant to prevent damage during transport.

4.3 Regulated Products

Certain products may be subject to legal restrictions regarding transport or delivery depending on local regulations.

5. Delivery Fees

Delivery fees depend on several factors:

  • delivery distance

  • delivery driver pricing

  • merchant policies

  • real-time demand on the platform

Delivery fees are always displayed before the final confirmation of the order.

6. Order Tracking

Users can track their orders:

  • directly within the Rafiia application

  • through push notifications or SMS

  • through tracking information provided by the delivery driver

Customers may see:

  • order confirmation

  • order preparation

  • pickup by the delivery driver

  • delivery progress

7. Failed Delivery

A delivery may fail if:

  • the provided address is incorrect

  • the customer cannot be reached

  • the customer is unavailable at the time of delivery

In such cases:

  • the order may be canceled or returned to the merchant

  • additional fees may apply

  • certain products may not be refundable (perishable products, prepared meals, etc.)

8. Order Reception

Upon receiving the order, the customer must verify:

  • the condition of the package

  • the conformity of the ordered products

  • the quantity of items

Any issue must be reported within a maximum of 24 hours via:

📩 support@rafiia.com

💬 Integrated chat in the application

9. Merchant Responsibility

Partner merchants are responsible for:

  • the quality of the products sold

  • the correct preparation of orders

  • the proper packaging of products

Rafiia acts solely as a technological intermediary between the parties.

10. Delivery Driver Responsibility

Delivery drivers using the Rafiia platform are responsible for:

  • properly collecting the order from the merchant

  • transporting the order under appropriate conditions

  • delivering the order to the address provided by the customer

Delivery drivers are considered independent contractors and are not employees of Rafiia.

Therefore:

  • Rafiia does not assume direct responsibility for actions, negligence, or delays attributable to delivery drivers.

  • Any complaint may be reviewed by the support team to help facilitate dispute resolution.

11. Proof of Delivery

To secure transactions and prevent disputes, some deliveries may require proof of delivery.

This proof may include:

  • a photo of the delivered package

  • the customer’s signature

  • a confirmation code

  • confirmation within the application

These elements may be used by Rafiia to verify the successful completion of the delivery in case of disputes.

12. Contact

For any questions related to shipping or delivery:

📩 support@rafiia.com

💬 Integrated chat within the Rafiia application