Last Updated: 26-01-2025
At FoodLab, we are committed to delivering your orders quickly, efficiently, and in the best possible condition. This Shipping Policy outlines the terms and conditions regarding the delivery of orders placed on our platform, which includes our websites, mobile apps, and other associated services (collectively referred to as the “Platform”).
1. Delivery Areas
FoodLab offers delivery services in designated locations.
• Coverage Areas: Our delivery service is available within specific cities and regions. You can check if your location is covered by entering your address during checkout.
• Service Expansion: We are constantly expanding our service areas and will notify users of any updates.
2. Delivery Times
2.1. Estimated Delivery Time
• Delivery times vary based on factors such as the restaurant’s preparation time, distance from the delivery location, and traffic conditions.
• Average delivery time: 30–60 minutes from order confirmation.
2.2. Peak Hours
During high-demand periods (e.g., lunch or dinner hours), delivery times may be extended. We recommend placing your order in advance during these times.
2.3. Real-Time Tracking
Once your order is confirmed, you can track its progress in real time via the FoodLab app or website.
3. Delivery Charges
3.1. Standard Delivery Fees
• Delivery fees vary depending on the distance between the restaurant and your location. The exact fee will be displayed at checkout.
3.2. Promotional Offers
• From time to time, we may offer free or discounted delivery promotions. These offers are subject to terms and conditions and are valid only during the promotional period.
4. Delivery Process
4.1. Order Confirmation
• Once your order is placed, you will receive a confirmation notification via email or the app.
4.2. Preparation and Pickup
• The restaurant is notified immediately to begin preparing your order. Once ready, a delivery partner is assigned to pick it up.
4.3. Delivery to Your Doorstep
• The delivery partner will bring your order to the address specified at checkout. Please ensure your address and contact information are accurate to avoid delays.
4.4. Contactless Delivery
• For your safety, we offer contactless delivery. You can request this option in the delivery instructions section during checkout.
5. Failed Deliveries
A delivery is considered failed in the following scenarios:
• The provided delivery address is incorrect or incomplete.
• The recipient is unavailable or unreachable at the time of delivery.
• The order is refused by the recipient.
In the case of a failed delivery:
• Rescheduling: You may be charged an additional fee to reschedule the delivery.
• Non-Refundable: FoodLab does not issue refunds for failed deliveries caused by user error.
6. Freshness and Quality Assurance
FoodLab is committed to delivering food in the best possible condition:
• Orders are transported in insulated delivery bags to maintain temperature and freshness.
• In the rare event that your order arrives in poor condition, please report the issue immediately to our customer support team.
7. Special Delivery Instructions
Users can provide additional delivery instructions during checkout (e.g., gate codes, landmarks, or specific drop-off preferences). While we strive to accommodate these instructions, we cannot guarantee full compliance in all cases.
8. Delivery Restrictions
8.1. Restricted Areas
• Delivery may not be available in certain locations due to safety or accessibility concerns.
• If your address falls outside our service area, you will be notified during checkout.
8.2. Restricted Items
• Certain items (e.g., alcohol or tobacco) may have delivery restrictions based on local laws. Proof of age may be required for such deliveries.
9. Changes to Delivery Details
9.1. Before Dispatch
• Users can update their delivery address or instructions before the order is dispatched by contacting customer support or editing the details in the app.
9.2. After Dispatch
• Changes to the delivery address after dispatch may incur additional charges and delay the delivery.
10. Delays and Unforeseen Circumstances
While we aim for timely deliveries, certain factors beyond our control may cause delays:
• Weather conditions.
• Traffic congestion.
• High demand or order volume.
• Technical issues.
In such cases, we will notify you of the delay and provide updates via the app or email.
11. Cancellations and Refunds
• If a delivery is canceled before the restaurant begins preparing the order, you may be eligible for a full refund.
• If the delivery is delayed excessively due to FoodLab’s error, a partial or full refund may be issued at our discretion.
• For full details, please refer to our Refund Policy.
12. Customer Support
For assistance with your delivery, you can contact our support team through the following channels:
• In-App Chat: Navigate to the “Help” section of the app.
• Email: support@foodlab.com.ng
• Phone: [--- --- --- ----]
13. Amendments to the Shipping Policy
FoodLab reserves the right to update or modify this Shipping Policy at any time. Changes will be communicated through the Platform and will take effect immediately upon posting.
14. Contact Us
If you have any questions or concerns about this Shipping Policy, please contact us at:
Email: support@foodlab.com.ng
Phone: [--- --- --- ----]
Address: No. 11 Apeja Odomola Epe, Lagos
At FoodLab, we are committed to providing a seamless delivery experience. Thank you for choosing us!
