Uva Fleet Delivery Liability and Compensation Policy

Uva Fleet Delivery Liability and Compensation Policy

Issued by: Uva Group LLC
Version: 1.0

  1. Introduction

    1. The Uva Fleet Delivery Liability and Compensation Policy establishes the guidelines and procedures for addressing issues that may result in claims against our insurance or require compensation to the merchant. This policy is designed to ensure transparency, consistency, and efficient handling of matters related to delivery services. It defines the scope of issues Uva Fleet will cover, the responsibilities of merchants, and the processes for filing and resolving claims. This ensures that all parties are held accountable and that the delivery process remains transparent and verifiable.

  2. Covered Issue

    1. Failed or Incomplete Deliveries
      A delivery is considered incomplete if the delivery driver fails to reach the destination, or the item is not delivered to the provided address specified by the merchant or the merchant’s customer. If a merchant believes that an order was not delivered, it is their responsibility to notify Uva Fleet within 24 hours of the expected delivery time. This window allows Uva Fleet to intervene and correct the delivery issue. Deliveries reported outside of this period will not be corrected.

      To validate a delivery, Uva Fleet may use the driver's coordinates, delivery image, timestamped and geotagged, and/or verbal confirmation from the driver for drivers that have completed over 100 orders and have a rating superior to 4 stars. If these validations confirm that the delivery was completed as per the merchant’s or customer's instructions, the order will not be eligible for coverage or refund. If a dispute arises, merchants can request a review and submit additional evidence within a specified review period. This policy ensures that all parties are held accountable and that the delivery process is transparent and verifiable.

    2. Lost or Damaged Items
      An item is considered lost if it does not reach the destination and its location cannot be determined. An item is considered damaged if it arrives at the destination in a significantly altered or unusable state due to incidents occurring during the delivery period. Uva Fleet will not be responsible for damages that occur while the order is waiting to be picked up or after it has been delivered. If a merchant believes that an item was lost or damaged during the delivery period, it is their responsibility to notify Uva Fleet within 24 hours of the expected delivery time if the merchant expects correction.

    3. Driver Issues
      Driver issues include unprofessional behavior, failure to follow delivery instructions, and consistent underperformance. Uva Fleet ensures all drivers are properly vetted and trained before they commence deliveries. However, it is important to note that drivers are independent contractors. While Uva Fleet provides guidelines on conduct and appearance, such as what to wear, adherence to these guidelines is not guaranteed and Uva Fleet does not assume responsibility for non-compliance unless otherwise stated in our master agreement. Consistent reported underperformance by drivers will be addressed promptly. Merchants may also request to block a specific driver from their business.

    4. Technical Issues
      Technical issues include app crashes, bugs, or any system-related problems that hinder the use of the Uva Fleet platform, and that may affect ongoing orders. Uva Fleet provides 24/7 technical support for any app or system-related issues. The app is regularly updated to fix bugs and enhance performance. Technical assistance is available for merchants using Uva Fleet API, including documentation and integration support.

      If a technical issue occurs that affects the ability to use the platform for deliveries, it is the merchant's responsibility to report the issue immediately through the supported channels. Uva Fleet will investigate and address the technical issue promptly to minimize disruption.

    5. Billing and Payments

      Billing and payment issues include discrepancies in billing statements, issues with payment processing, and chargebacks. Uva Fleet provides clear and detailed billing statements for merchants in their dashboard. Support for issues related to payments, refunds, and chargebacks is available. Uva Fleet supports multiple payment methods and provides assistance with setting up and changing payment details.

  3. Non-Covered Issues

    1. Product Quality and Packaging
      The quality and proper packaging of items are the responsibility of the merchants. Uva Fleet does not cover complaints related to product quality or improper packaging. This includes issues such as the freshness of food, the integrity of packaging, and the condition of items prior to pick-up and after delivery. Merchants must ensure that all items are packaged securely and appropriately to withstand the delivery process. Uva Fleet will not provide compensation or refunds for complaints related to these aspects. Merchants are advised to establish their own quality control and packaging standards to prevent such issues.

    2. Merchant or Customer Training
      Training related to the merchant’s specific business operations, as well as ensuring customers are informed about the delivery process, should be managed by the merchants themselves. Uva Fleet does not provide training on how to handle, prepare, or package items, nor do we offer customer service training for merchant staff. Additionally, it is the merchant’s responsibility to ensure that customers are aware of the delivery process and any relevant details. For example, if a customer is unaware that an order will be delivered because the merchant’s operational process does not make this clear, Uva Fleet is not responsible for this miscommunication. Merchants must ensure their staff are adequately trained and that their customers are properly informed to meet the operational standards required for their business. Uva Fleet will not provide compensation or support for issues arising from inadequate training of merchant staff or failure to inform customers properly.

    3. Non-Delivery Related Customer Service
      Complaints about the merchant’s products or services, such as food taste, product defects, or overall service quality, should be directed to the merchants. Uva Fleet does not handle customer service issues that are unrelated to the delivery process. This includes complaints regarding the quality or taste of food, product defects, or dissatisfaction with the service provided by the merchant's staff. Merchants are responsible for managing and resolving these types of customer complaints independently. Uva Fleet will not provide compensation or refunds for issues related to non-delivery aspects of the merchant's operations.

    4. Inventory Management
      Inventory management and the delivery of the correct product are the responsibilities of the merchants. Uva Fleet does not track or manage inventory levels for merchants, nor are we responsible for ensuring that the correct items are picked and packed for delivery. Merchants must ensure they have adequate inventory to fulfill orders and that the correct items are selected and prepared for delivery. If a customer receives an incorrect product, it is the merchant’s responsibility to resolve the issue. Uva Fleet will not provide compensation or support for issues arising from inventory management errors or the delivery of incorrect products.

    5. In-Store Operational Issues
      Issues related to in-store operations, such as staffing, in-store customer service, and internal management, should be managed by the merchants. Uva Fleet is not responsible for resolving operational problems that occur within the merchant’s place of business. This includes handling customer inquiries in-store, managing staff schedules, addressing employee performance, and any other internal operational matters.

      If in-store operational issues cause Uva Fleet to incur additional costs, such as when an order is not ready on time or a driver has to wait excessively or make an unnecessary trip, Uva Fleet reserves the right to charge the merchant for these costs. For instance, if a driver arrives to pick up an order that is not ready, resulting in additional wait times or the driver rejecting the order, Uva Fleet will not be responsible for any delays or costs incurred. Merchants must ensure their in-store operations are running smoothly to support the delivery process and prevent such issues. Uva Fleet will not provide compensation or support for issues arising from in-store operational challenges.

    6. Customer Availability
      If the client is not available to receive the delivery and sufficient proof of delivery (e.g., photo evidence) is provided, no refunds will be issued. This includes situations where the driver has documented their presence at the delivery location. Merchants are responsible for ensuring that their customers are informed about the delivery times and are available to receive their orders. If a delivery fails because the client is not present to accept it, Uva Fleet will not be responsible for any additional costs or refunds. It is the merchant’s responsibility to manage customer communications and ensure that customers understand the importance of being available during the specified delivery window.

    7. Circumstances Beyond Control
      Uva Fleet shall not be liable for delays or failures in delivery due to circumstances beyond its reasonable control, including but not limited to natural disasters, telecommunications outages, acts of third parties, or any other situation that prevents the fulfillment of obligations under this policy

  4. Claims Handling

    1. Claim Filing
      All claims must be filed within 3 days of the delivery date through the following supported channels: 

      Claims reported through other channels will not be considered. Merchants must provide all relevant details and supporting evidence, including:

      • Uva Order ID
      • Customer details (name and phone number)
      • Description of the issue

    1.  

      Claims without the required information and evidence will not be processed. If a claim is not filed within 3 days of the delivery date, it will be presumed that the delivery was completed successfully, and any issues arising after this period will not be addressed. Inability to reach Uva Fleet by phone does not extend the claim filing period, as email is available as an alternative method of contact.

    2. Claim Review and Compensation
      Uva Fleet will investigate each claim by reviewing the submitted evidence and driver logs. While we strive to review claims promptly, we do not commit to resolving claims within a specific timeframe. Compensation will be provided only for verified issues and will be limited to a maximum of $100 per issue. Compensation may be provided in the form of refunds, credits, or other appropriate means, as determined by Uva Fleet.

  5. Early Intervention

    To ensure timely resolution of issues, Uva Fleet encourages early intervention. If a problem is identified during the delivery process, merchants should notify Uva Fleet immediately, rather than waiting until after the delivery is completed. Early intervention allows Uva Fleet to take corrective actions swiftly, minimizing disruption and potential costs.

    1. Immediate Notification
      Merchants are encouraged to contact Uva Fleet as soon as an issue arises. Immediate notification can help prevent the escalation of problems and enable faster resolutions. Merchants should use the supported channels for reporting issues:

    1. Corrective Actions
      Upon receiving an early notification, Uva Fleet will assess the situation and take necessary corrective actions. This may include contacting the driver, coordinating with the merchant to rectify the issue, or arranging for an alternative solution. Early intervention aims to address problems before they impact the delivery completion and customer satisfaction.

    2. Proactive Measures
      Uva Fleet encourages merchants to adopt proactive measures to prevent issues. This includes ensuring orders are ready for pick-up on time, providing clear instructions to drivers, and maintaining open communication channels with customers. By addressing potential issues early, merchants can help ensure a smoother delivery process and reduce the likelihood of claims.

      This policy ensures that all parties are held accountable, and the delivery process is transparent and verifiable, fostering a collaborative effort to maintain high standards of service.
Uva Fleet reserves the right to modify this policy at any time. Merchants will be notified of any changes at least 30 days in advance via email or by updating our site policies. Continued use of the service after notification of changes constitutes acceptance of the same.
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