Delivery Policy

Part One: Delivery Policy

FALCO DELIVERY provides an order-delivery service within the city of Laayoune, and we strive to ensure orders are delivered quickly and efficiently while maintaining product quality.

1. Delivery Coverage

The delivery service covers all neighborhoods of Laayoune and nearby areas, depending on rider availability.

2. Delivery Time

Delivery time usually ranges between 20 and 40 minutes, depending on:

• The distance between the store and the customer
• Traffic conditions
• Order size

Delivery time may vary in exceptional cases such as peak hours or weather conditions.

3. Delivery Fees

Delivery fees are determined based on distance and delivery location, and the cost is clearly shown before confirming the order.

4. Delivery Requirements

The user must provide accurate and correct information, including:

• Name
• Phone number
• Delivery address

If the customer cannot be reached after attempts to contact them, the order may be cancelled.

5. Receiving the Order

The customer must check the order upon receipt to ensure it matches the order placed.

Part Two: Refund and Compensation Policy

FALCO DELIVERY is committed to providing a reliable service, and if there is an issue with an order, a refund or compensation policy may apply under the following conditions:

1. Non-Matching Order

If an order received does not match what was ordered, the user must contact customer service as soon as possible.

2. Damaged Order

If the order arrives in an unsuitable condition or is damaged during delivery, the user can submit a compensation request after the situation is verified.

3. Order Cancellation

An order can be cancelled before delivery begins. If the order has already entered the delivery stage, cancellation may not be possible.

4. Food Orders

Due to the nature of food products, orders cannot be returned after delivery except in the case of a clear error or problem with the order.

5. Handling Complaints

Complaints are reviewed by FALCO DELIVERY management, working to find an appropriate solution as soon as possible.

Contact Customer Service

For any inquiry or complaint, you can contact us via:

FALCO DELIVERY is committed to providing a professional and safe delivery service, and the driver is a key part of ensuring service quality. This policy explains the driver's responsibilities and how orders and exceptional cases are handled.

Part One: Delivery Execution Policy

1. Scope of Work

The driver operates within the areas designated by FALCO DELIVERY, and orders are received according to their location and service availability.

2. Accepting Orders

After accepting a delivery order, the driver must:

• Head to the pickup point as soon as possible.
• Make sure to collect the correct order.
• Keep the order intact during transport.
• Deliver the order to the customer at the location specified in the app.

3. Delivery Time

The driver must make every effort to complete the delivery in a timely manner, taking into account:

• Traffic conditions.
• Weather conditions.
• Distance.
• Any circumstances beyond their control.

Technical support must be notified immediately in the event of any unexpected delay.

4. Dealing with the Customer

The driver must:

• Behave with respect and professionalism.
• Keep the order safe until the moment of delivery.
• Not request any additional amounts not approved within the app.
• Respect customers' privacy and not use their data for any other purpose.

5. Failure to Deliver

If delivery cannot be completed due to:

• The customer not responding.
• An incorrect address being provided.
• Refusal to accept the order.
• Any circumstance preventing delivery.

the driver must contact support and follow official instructions, and may not act on the order unilaterally.

Part Two: Handling Issues and Compensation

1. Damaged Orders

If an order is damaged while in the driver's possession due to negligence or mishandling, the responsible party may bear liability in accordance with FALCO DELIVERY's policies and after reviewing the case.

2. Non-Matching Orders

If the driver discovers a clear error in the order before leaving the store or restaurant, they must inform the relevant staff member to correct the order before starting delivery.

3. Order Cancellation

If an order is cancelled by the customer, the store, or FALCO DELIVERY management, the driver must follow the approved instructions within the app and not take any unilateral action.

4. Accidents and Emergencies

In the event of an accident, vehicle breakdown, or any circumstance preventing completion of delivery, the driver must:

• Notify the support team immediately.
• Provide the required information.
• Follow the instructions issued by FALCO DELIVERY management.

5. Complaints and Investigation

FALCO DELIVERY may review any complaint submitted by customers or partners regarding a driver's performance, and may request additional information or take appropriate action based on the investigation's findings.

Part Three: Driver Responsibilities

The driver must:

• Maintain the quality and safety of orders.
• Comply with traffic laws and regulations.
• Use the app in accordance with approved policies.
• Cooperate with the support team when needed.
• Uphold FALCO DELIVERY's reputation and provide a professional service.

Contact Us

For any inquiries or to report an issue while executing orders, you can contact us via: