Urgent Hai (“we,” “our,” or “us”) aims to deliver food, packages, and ride services quickly, safely, and reliably. This Shipping & Delivery Policy explains how deliveries are processed, timelines, and your responsibilities as a customer.

1. Scope of Services

Our delivery network covers:

• Food & Grocery Orders – from partnered restaurants and stores.
• Package Deliveries – small-to-medium parcels within our size and weight limits.
• Passenger Rides – pickup and drop-off transportation services.

2. Service Availability

Delivery and ride availability depends on:

• Your location and coverage area
• Restaurant/store operating hours
• Driver or delivery partner availability

We display estimated delivery and arrival times before you confirm your order or ride. These are estimates and not guaranteed.

3. Order Processing & Timelines

• Food & Grocery Orders: Typically delivered within 30–60 minutes, depending on prep time and distance.
• Package Deliveries: Same-day or instant delivery depending on pickup time and area.
• Passenger Rides: Driver arrives based on the ETA shown in the app.

4. Delivery Charges

Charges may vary based on:

• Distance between pickup and drop-off
• Time of day (surge pricing may apply)
• Special handling (e.g., fragile, urgent, oversized items)

All charges are clearly displayed before booking confirmation.

5. Delivery Attempts

Our partner will attempt delivery once to the specified address. If you are unavailable or unreachable:

• The order or parcel may be returned to the sender or cancelled
• Re-delivery may incur additional fees

6. Packaging & Handling

• Food and grocery items are packed by the restaurant or store
• Customers must ensure parcels are securely packed to prevent damage
• We are not responsible for damage due to improper packaging

7. Prohibited Items

• Illegal or restricted items (e.g., weapons, drugs, hazardous materials)
• Perishable goods beyond our supported delivery timeline
• Live animals

Violations may result in account suspension and legal action.

8. Delays & Force Majeure

We are not liable for delays caused by:

• Weather conditions, traffic, or roadblocks
• Technical issues or service partner unavailability
• Natural disasters or events beyond our control

9. Tracking Your Delivery

You can track all deliveries and rides in real-time through the Urgent Hai app. Notifications and live status updates will keep you informed.

10. Customer Responsibilities

• Provide accurate delivery or pickup address, contact number, and instructions
• Be present to receive your order or board your ride on time
• Inspect food or package deliveries immediately and report issues within 24 hours

11. Contact Us

For any delivery-related questions, please contact:

Urgent Hai
📧 Email: admin@urgenthai.com