Shipping & Delivery Policy

Last Updated: June 2026

Welcome to Muuva. This Shipping & Delivery Policy explains how deliveries, shipping services, parcel transportation, courier services, grocery deliveries, food deliveries, and marketplace order fulfillment are handled through the Muuva platform.

By using Muuva's services, you agree to the terms outlined in this Shipping & Delivery Policy.

1. Overview

Muuva is a technology platform that connects customers with restaurants, grocery stores, merchants, drivers, couriers, and delivery partners. Delivery times and shipping estimates may vary depending on factors such as location, traffic conditions, weather, merchant preparation times, and service availability.

While we strive to provide fast and reliable delivery services, all delivery times displayed on the platform are estimates and should not be considered guaranteed delivery commitments.

2. Service Areas

Muuva currently provides services in selected cities, regions, and operational zones.

Availability of services may vary based on:

User location
Merchant availability
Driver availability
Service demand
Local regulations
Weather conditions

Some services may not be available in all areas.

3. Food Delivery Services

Order Processing

Once an order is placed:

The restaurant receives the order.
Food preparation begins.
A delivery partner is assigned.
The order is picked up and delivered.

Preparation times vary depending on:

Restaurant operations
Order size
Menu items
Peak business hours

Delivery Time Estimates

Estimated delivery times are displayed within the application but may vary due to:

Traffic congestion
Weather conditions
Restaurant delays
High demand periods
Road closures
Driver availability

Muuva is not responsible for delays caused by circumstances beyond reasonable control.

4. Grocery & Mart Deliveries

Grocery orders are processed by participating stores and delivery partners.

Delivery times may vary based on:

Product availability
Store processing time
Order volume
Delivery distance
Traffic conditions

In some cases:

Certain products may be unavailable.
Similar substitute products may be offered.
Partial deliveries may occur if inventory changes after order placement.

Customers will be notified whenever reasonably possible regarding significant order changes.

5. Parcel Delivery Services

Muuva provides parcel delivery services through authorized delivery partners.

Eligible Parcels

Users may send items that comply with applicable laws and platform policies.

Examples include:

Documents
Personal packages
Gifts
Business materials
Non-restricted consumer goods

Delivery Process

Parcel deliveries typically involve:

Pickup request submission.
Courier assignment.
Package collection.
Transportation.
Final delivery.

Customers can track delivery progress through available tracking features.

Delivery Estimates

Delivery times depend on:

Distance
Traffic
Pickup location
Destination location
Operational conditions

Delivery estimates are not guaranteed.

6. Courier Services

Courier services are designed for urgent and on-demand deliveries.

Delivery times may vary depending on:

Courier availability
Distance
Traffic conditions
Pickup readiness
Recipient availability

Courier assignments are based on service availability at the time of booking.

7. Local Marketplace Orders

Products ordered through local merchants may be delivered by:

Merchant-operated delivery services
Muuva delivery partners
Third-party logistics providers

Delivery schedules vary by merchant and product category.

Customers should review merchant-specific information provided during checkout.

8. Delivery Charges

Delivery fees may be calculated based on:

Distance
Service type
Delivery location
Demand levels
Vehicle type
Order size
Weight of goods

Applicable charges are generally displayed before order confirmation.

Additional fees may apply in certain circumstances, including:

Extended wait times
Remote delivery locations
Special handling requirements
Large or heavy shipments

9. Delivery Tracking

Muuva may provide real-time tracking features for eligible services.

Tracking information may include:

Driver location
Estimated arrival time
Pickup status
Delivery progress
Completion confirmation

Tracking accuracy may be affected by technical limitations, network connectivity, and GPS availability.

10. Customer Responsibilities

Customers are responsible for:

Providing accurate delivery addresses.
Providing accurate contact information.
Being available to receive deliveries.
Ensuring safe and legal delivery locations.
Reviewing order details before confirmation.

Incorrect information may result in delays, additional fees, failed deliveries, or order cancellations.

11. Failed Deliveries

A delivery may be considered unsuccessful if:

The recipient cannot be reached.
The address provided is incorrect.
Access to the location is unavailable.
The customer fails to respond within a reasonable time.
Safety concerns prevent completion.

In such cases:

Additional delivery attempts may be made where feasible.
Additional charges may apply.
Orders may be canceled or returned.

Refund eligibility will be determined according to the applicable Refund Policy.

12. Delivery Restrictions

Muuva reserves the right to refuse delivery of:

Illegal items
Dangerous goods
Hazardous materials
Weapons or explosives
Controlled substances
Stolen property
Counterfeit products
Items prohibited by law

Users are solely responsible for ensuring compliance with applicable laws and regulations.

13. Lost, Damaged, or Missing Items

If an item is reported as lost, damaged, or missing:

Muuva may investigate the matter.
Supporting evidence may be requested.
Resolution will be determined based on available information.

Compensation, refunds, or credits may be offered where appropriate and permitted by applicable policies.

Liability may be limited to the amount paid for the affected service unless otherwise required by law.

14. Delays Beyond Our Control

Delivery times may be affected by circumstances beyond Muuva's reasonable control, including:

Severe weather
Natural disasters
Traffic incidents
Government actions
Public emergencies
Labor disruptions
Technical outages

Muuva shall not be liable for delays caused by such events.

15. Merchant Responsibilities

Merchants are responsible for:

Preparing orders accurately.
Maintaining inventory accuracy.
Packaging products appropriately.
Providing correct product information.

Muuva is not responsible for product quality, preparation methods, or merchant inventory management.

16. Delivery Partner Responsibilities

Delivery partners are expected to:

Handle deliveries professionally.
Follow applicable laws and regulations.
Maintain delivery standards.
Use reasonable care when transporting items.

Delivery partners operate as independent service providers unless otherwise stated.

17. International Deliveries

Unless specifically offered through the Platform, Muuva's services are generally intended for domestic and local deliveries within supported operational regions.

International shipping services may not be available.

18. Changes to This Policy

Muuva reserves the right to update this Shipping & Delivery Policy at any time.

Updated versions will be published on the Platform with a revised effective date.

Continued use of Muuva after updates constitutes acceptance of the revised policy.

19. Contact Us

If you have questions regarding deliveries, shipping, courier services, parcel transportation, or order fulfillment, please contact Muuva through our official support channels available on the Platform.

Muuva
One App. Endless Possibilities.

Food Delivery • Grocery Delivery • Ride Booking • Courier Services • Parcel Delivery • Local Marketplace

Shipping Policy