Delivery policy

**City App Delivery and Order Policy** ### Variation in Available Goods The goods available on the City App platform vary depending on delivery areas. When you enter your delivery address on the platform, available vendors at that time will be displayed. Delivery areas may expand or contract or change based on various conditions such as weather, traffic, and force majeure situations. ### Delivery Time City App will deliver your order to the delivery address you provided. The estimated delivery time for your order will be indicated in a confirmation email and on the order tracking page. However, delivery times may vary due to factors beyond control such as the volume of orders, distance, time of day (peak times), weather conditions, and traffic. You can view the remaining delivery time for your order by clicking on My Orders on the platform. Please note that the displayed delivery time is an estimation and orders may arrive earlier or later. To ensure no delivery failures, please ensure you or someone else is present at the delivery location to receive the order. ### Unsuccessful Deliveries If we attempt to deliver an order and fail due to reasons related to you, including: 1. No one present to receive the order. 2. Unable to contact you via the provided phone number. 3. Inaccessible delivery location for order drop-off. 4. No suitable or safe place to leave the order. We will contact you via phone call, WhatsApp message, or email to inform you of the unsuccessful delivery and the next steps. In such cases, City App reserves the right to cancel the order without refund or compensation. In the case of cash payment, a debt of 50% of the total order will be added. ### Non-Cancellation of Order If you remain unresponsive or fail to collect the order within a reasonable time of the order reaching the delivery address, City App reserves the right to cancel the order without refund or compensation. In the case of cash payment, a debt of 50% of the total order will be added. ### Wrong, Missing, or Damaged Orders Upon receiving your order, if you encounter problems (such as an incorrect order, damaged order, or missing items), please contact customer support via the in-app chat feature immediately. City App may request photographic proof and/or additional information to properly investigate the issue. If we determine that the order or goods are not in satisfactory condition, we will compensate you for the order or parts thereof. ### Delayed Order Delivery In the event of a significant delay in delivering your order beyond the estimated time, please contact customer support via the in-app chat feature immediately. You may be required to provide additional information for investigating the issue. If we find that the order was significantly delayed, we will compensate you. ### Restaurant Rejection of Order A restaurant may reject the order if the product is unavailable or if there is an issue that prevents the order from being fulfilled entirely or partially. In such cases, the amount paid will be refunded to your account or wallet. If the payment was made via Visa, the amount will be refunded to the Visa within a maximum of 14 days in accordance with the central bank's policy. ### Change in Order or Delivery Price In the event of a change in the order or delivery price, the customer will be informed of the new price and has the right to accept or reject before receiving the order.