Livevnv’s shipping policy is a cornerstone of our operations, designed to uphold our commitment to delivering products and parcels within 60 minutes across South Africa, Congo, France, and Senegal. This policy governs all shipping activities for our multi-store model, including groceries, restaurant meals, butchery items, street food, hardware, clothing, electronics, pharmacies, and parcel delivery services. It ensures that customers receive their orders swiftly and reliably, whether they’re in urban hubs like Paris or remote areas of Congo. The policy is accessible on our website and app, providing clear guidelines for a seamless shipping experience.

The hallmark of our shipping policy is the 60-minute delivery promise, which applies to all local orders placed within designated service zones in each country. From the moment an order is confirmed—whether it’s a bag of groceries in Johannesburg or a hardware tool in Dakar—our team works to dispatch it immediately, with drivers tasked to reach the customer within an hour. For orders outside these zones or requiring international shipping (e.g., parcels between Senegal and France), timelines are adjusted and clearly communicated at checkout. This ensures customers know exactly when to expect their delivery, maintaining trust in our rapid-service model.

Shipping eligibility under our policy requires customers to provide accurate delivery details, including a valid address and contact number, to facilitate timely drop-offs. Orders are processed only within operational hours, which vary by module and region—restaurants in France might ship until midnight, while pharmacies in South Africa close earlier. Livevnv reserves the right to refuse shipping to inaccessible or unsafe locations, though we strive to offer alternatives like pickup points. This balance ensures efficiency while accommodating the diverse geographies we serve.

Our shipping policy outlines that all products are prepared and packaged with care to maintain quality during transit. Perishable items like butchery meats or street food are transported in temperature-controlled bags, while electronics and clothing are secured to prevent damage. Customers agree to inspect items upon arrival and report issues—such as spoiled groceries or a malfunctioning gadget—within 24 hours for replacements and 7 to 14 days refunds. This term protects both Livevnv and the customer, ensuring that our 60-minute speed doesn’t compromise the integrity of what we deliver.

Shipping costs are integrated into our policy, with most local deliveries within the 60-minute window offered at a flat rate or free above a minimum order value, depending on the module and region. For example, grocery orders in Senegal might incur a small fee, while parcel delivery in Congo could vary by distance. International shipments, such as sending a package from Kinshasa to Paris, carry separate pricing based on weight and urgency, with options for tracking provided. These costs are displayed upfront during checkout, ensuring no hidden surprises for customers.

Delays beyond our control—such as traffic jams, natural disasters, or customer unavailability—are addressed in the shipping policy with a commitment to transparency. If a delivery risks exceeding 60 minutes, drivers notify customers via call or app, offering updates and solutions like rescheduling or credits. Livevnv is not liable for delays caused by incorrect addresses or absent recipients, though we work to resolve such cases amicably. This clause keeps expectations realistic while reinforcing our proactive approach to problem-solving.

The policy includes provisions for parcel delivery, a distinct service connecting senders and receivers across our operational countries. Local parcels adhere to the 60-minute standard, while cross-border shipments (e.g., South Africa to Senegal) follow expedited timelines with tracking updates. Senders must package items securely, and Livevnv offers optional insurance for high-value goods, with claims processed if damage or loss occurs during transit. This flexibility makes our shipping policy versatile, catering to both everyday needs and specialized logistics.

Finally, Livevnv’s shipping policy is subject to updates to reflect operational changes or regional regulations, with customers informed via email or app notifications. Disputes over shipping—such as missed deliveries or damaged items—are handled through our customer service team, with a clear escalation process tailored to local laws in each country. By adhering to this policy, we ensure that every shipment, from a hot meal in Brazzaville to a pharmacy order in Cape Town, aligns with our mission of speed, reliability, and customer satisfaction across our global network.