GROCENOW SHIPPING & DELIVERY POLICY

Last Updated: August 12, 2026

At GroceNow, our goal is to make shopping from local markets, supermarkets, restaurants, and other merchants simple and convenient by bringing your order directly to you.

This Shipping & Delivery Policy explains how GroceNow deliveries work, including delivery areas, fees, estimated delivery times, customer responsibilities, unsuccessful deliveries, and other important information.

1. Our Delivery Service

GroceNow provides on-demand and, where available, scheduled delivery services.

Customers can use GroceNow to order products from participating:

• Local markets.
• Grocery stores.
• Supermarkets.
• Restaurants.
• Shops.
• Other participating merchants.

Once an order is confirmed and prepared, an available delivery rider may be assigned to collect the order and deliver it to the customer's selected location.

2. Delivery Areas

GroceNow currently operates within Kampala, Uganda, and selected surrounding areas supported by our delivery network.

Delivery availability depends on factors such as:

• Customer location.
• Merchant location.
• Delivery distance.
• Rider availability.
• Road accessibility.
• Operating hours.
• Current service coverage.

If your location is outside the available delivery area, the GroceNow app may prevent the order from being placed or inform you that delivery is currently unavailable.

As GroceNow grows, additional delivery areas may be introduced.

3. Delivery Fees

Delivery fees may vary depending on the order and delivery location.

The applicable delivery fee will normally be displayed before you confirm your order.

Delivery fees may be calculated using factors including:

• Distance between the merchant and customer.
• Delivery location.
• Order size or weight.
• Type of delivery.
• Rider availability.
• Current demand.
• Special handling requirements.
• Other operational factors.

Customers will have an opportunity to review applicable charges before confirming their order.

4. Multiple-Merchant Orders

If your order contains products from different merchants or locations, separate delivery charges may apply.

For example, products purchased from two different markets or stores may require separate pickups.

Where possible, GroceNow will clearly display applicable charges before the customer completes the order.

5. Estimated Delivery Times

GroceNow may provide an estimated delivery time when an order is placed.

This is an estimate rather than a guaranteed arrival time unless GroceNow specifically states otherwise.

Delivery time may depend on:

• Merchant preparation time.
• Shopping time.
• Product availability.
• Rider availability.
• Distance.
• Traffic conditions.
• Weather.
• Market congestion.
• Road conditions.
• Customer location.
• High order volumes.
• Other circumstances outside GroceNow's reasonable control.

We will make reasonable efforts to deliver orders as quickly and safely as possible.

6. Order Preparation and Shopping Time

Grocery and local-market orders may require a shopper or merchant to locate, select, weigh, pack, and prepare products before delivery begins.

Restaurant orders may also require preparation before collection.

For this reason, the total estimated delivery time may include:

Order Confirmation + Shopping/Preparation + Rider Pickup + Travel Time

Fresh and market products may occasionally require additional time to locate or prepare.

7. Rider Assignment

Once an order is ready or approaching readiness, GroceNow may assign an available rider.

The rider will collect the order from the relevant merchant or pickup location and deliver it to the customer's selected destination.

Rider availability may affect delivery times, particularly during busy periods, severe weather, or periods of unusually high demand.

8. Delivery Tracking

Where available, customers may be able to follow the progress of their order through the GroceNow app.

Order statuses may include:

Order Placed → Confirmed → Shopping/Preparing → Ready for Pickup → Rider Assigned → Picked Up → On the Way → Delivered

Tracking information is intended to help customers understand the current status of their order.

Location and estimated arrival information may occasionally be delayed or inaccurate because of GPS, internet connectivity, network conditions, or other technical factors.

9. Customer Delivery Information

Customers are responsible for providing accurate delivery information when placing an order.

This may include:

• Correct delivery address.
• Accurate map location or delivery pin.
• Valid telephone number.
• Building or apartment information.
• Floor or unit number where applicable.
• Gate or entrance instructions.
• Nearby landmark where useful.
• Other information necessary to locate the customer.

Please check your delivery details carefully before confirming your order.

10. Delivery Instructions

Customers may provide reasonable delivery instructions when placing an order.

Examples include:

• Call when you arrive.
• Meet me at the gate.
• Use the main entrance.
• Contact me before entering the building.

GroceNow and its delivery partners will make reasonable efforts to follow appropriate delivery instructions.

However, instructions that are unsafe, unlawful, unreasonable, or outside the normal delivery service may not be followed.

11. Changing the Delivery Address

If you realize that you entered the wrong delivery address, contact GroceNow Customer Support as soon as possible.

We may be able to update the location if the rider has not travelled too far or the new address remains within the supported delivery area.

Changing the delivery location may result in:

• Additional delivery charges.
• A revised delivery time.
• Rider reassignment.
• Cancellation where the new location cannot be serviced.

Once delivery is significantly underway, changing the destination may not always be possible.

12. Customer Availability

Customers should remain reasonably available by phone while an order is being prepared and delivered.

GroceNow, the merchant, shopper, or rider may need to contact you regarding:

• Product availability.
• Substitutions.
• Delivery directions.
• Building access.
• Payment.
• Arrival at your location.
• Other issues necessary to complete the order.

Please ensure that the telephone number associated with your GroceNow account is active.

13. When the Rider Arrives

When the rider reaches your delivery location, you should make reasonable efforts to receive your order promptly.

The rider may call or message you to confirm arrival.

For security and accuracy, customers may be asked to provide an order confirmation code, OTP, PIN, or other verification before an order is marked as successfully delivered where this feature is available.

Do not share delivery verification codes with anyone before the order reaches you.

14. Contactless Delivery

Where available, customers may request contactless delivery.

If you authorize an order to be left at a specific location, such as a reception desk or another safe location, GroceNow may consider the delivery completed once it has been delivered according to those instructions.

Customers should only request unattended delivery where they believe the location is reasonably safe.

15. Customer Cannot Be Reached

If the rider arrives at the correct delivery location but cannot reach you, reasonable attempts may be made to contact you.

If you remain unavailable, GroceNow may:

• Wait for a reasonable period.
• Contact you again.
• Contact GroceNow Customer Support.
• Attempt redelivery where available.
• Return eligible products where reasonably possible.
• Mark the delivery as unsuccessful.

Additional delivery fees may apply if another delivery attempt is required because the customer was unavailable.

Perishable products may not always be returnable.

16. Failed Delivery Due to Incorrect Information

If delivery cannot be completed because the customer provided an incorrect address, wrong location pin, invalid phone number, or insufficient directions, GroceNow will attempt to find a reasonable solution.

However, additional charges may apply if:

• The rider must travel to another location.
• A second delivery attempt is required.
• Another rider must be assigned.

Refund eligibility in these circumstances will be determined according to the GroceNow Refund and Cancellation Policies.

17. Delivery Delays

Although we work to deliver orders promptly, delays may occasionally occur.

Possible causes include:

• Heavy Kampala traffic.
• Severe weather.
• Flooded or inaccessible roads.
• Merchant delays.
• Product availability.
• Market congestion.
• Rider shortages.
• Motorcycle or vehicle problems.
• High order volumes.
• Technical problems.
• Accidents or road closures.
• Other unexpected circumstances.

A delay does not automatically mean that an order has been cancelled.

For significant delays, customers may contact GroceNow Customer Support.

18. Fresh and Perishable Products

GroceNow handles grocery and fresh-food deliveries with particular care.

These may include:

• Fruits.
• Vegetables.
• Meat.
• Fish.
• Dairy products.
• Frozen products.
• Bakery products.
• Restaurant meals.
• Other perishable goods.

We aim to minimize unnecessary delivery delays for these products.

Customers should receive and appropriately store refrigerated, frozen, or perishable products as soon as possible after delivery.

19. Damaged Orders

If an order arrives materially damaged, leaking, broken, spilled, or otherwise affected during delivery, please report the problem to GroceNow as soon as possible.

Where appropriate, take clear photographs before disposing of the affected product or packaging.

Eligible claims will be handled according to the GroceNow Refund Policy.

20. Missing or Incorrect Items

Customers should check their orders as soon as reasonably possible after delivery.

If an item is:

• Missing.
• Incorrect.
• Significantly damaged.
• Spoiled.
• Expired.
• Delivered in the wrong quantity.

Please report the issue through GroceNow or contact Customer Support.

Eligible claims will be handled according to our Refund Policy.

21. Order Marked Delivered but Not Received

If the GroceNow app shows that your order has been delivered but you cannot locate it:

1. Check the delivery location and any authorized drop-off area.
2. Check whether another person at your location received the order.
3. Check your phone for calls or messages from the rider.
4. Contact GroceNow Customer Support if the order still cannot be located.

GroceNow may review available delivery information and investigate the matter before determining the appropriate resolution.

22. Cash on Delivery

Where Cash on Delivery is available, customers should have the required payment available when the rider arrives.

Customers should verify the amount due before making payment.

Repeated refusal of valid Cash on Delivery orders without a legitimate reason may result in Cash on Delivery being restricted for the customer's account.

23. Scheduled Deliveries

GroceNow may offer customers the ability to schedule orders for a future delivery window.

Scheduled delivery times remain subject to:

• Merchant operating hours.
• Product availability.
• Rider availability.
• Traffic and road conditions.
• Other operational factors.

We will make reasonable efforts to deliver within the selected delivery window.

24. Safety of Riders

The safety of our customers, merchants, shoppers, and riders is important.

GroceNow riders are not required to enter locations that they reasonably consider unsafe or inaccessible.

Where necessary, customers may be asked to meet the rider at a safe and accessible location nearby.

Delivery times may also be adjusted when weather or road conditions create an unreasonable safety risk.

25. Delivery Verification

GroceNow may maintain records relating to delivery for operational, security, fraud-prevention, and customer-support purposes.

Depending on the service, this may include:

• Delivery timestamps.
• Order status.
• GPS/location information.
• Customer and rider communications.
• Delivery confirmation.
• OTP or verification records.
• Other appropriate proof of delivery.

Such information will be handled in accordance with the GroceNow Privacy Policy.

26. Cancellation During Delivery

Once an order has been prepared, collected, or dispatched, cancellation may be restricted.

Please refer to the GroceNow Cancellation Policy for full details regarding cancellation eligibility and applicable refunds.

27. Refunds Related to Delivery

Delivery-related refund requests are handled according to the GroceNow Refund Policy.

Depending on the circumstances, an eligible customer may receive:

Full Refund • Partial Refund • Replacement • Redelivery • GroceNow Credit • Other Appropriate Resolution

28. Service Interruptions

GroceNow may temporarily suspend or limit deliveries in particular areas because of:

• Severe weather.
• Flooding.
• Security concerns.
• Road closures.
• Major events.
• Technical problems.
• Government restrictions.
• Emergencies.
• Other circumstances that make delivery impractical or unsafe.

Our priority in such circumstances will be the safety of customers, riders, merchants, and the wider community.

29. Changes to This Policy

GroceNow may update this Shipping & Delivery Policy as our services, delivery areas, technology, and operations develop.

The latest version will be made available through the GroceNow website or application.

30. Contact GroceNow

For questions or problems regarding a delivery, please contact:

GroceNow Customer Support

Email: [Insert GroceNow Support Email]
Phone/WhatsApp: +256 757769707
Current Service Area: Kampala, Uganda

When contacting Customer Support regarding an existing delivery, please provide your Order ID and the telephone number associated with the order.

Our Delivery Promise

At GroceNow, delivery isn't just about moving an order from one place to another.

Our goal is to connect Kampala's customers with the local markets, restaurants, supermarkets, merchants, and businesses around them — conveniently, reliably, and fairly.

Shop Local. Delivered Conveniently.

GroceNow — Your Market. Your City. Delivered.