Effective Date: July 4, 2025
At ONEPLACE, we are committed to providing efficient and reliable food delivery services from your favorite local restaurants to your doorstep. This Delivery Policy outlines the key aspects of how our deliveries work.
1. Delivery Areas
ONEPLACE provides delivery services within specific geographic areas. To determine if we deliver to your location, please enter your delivery address in the ONEPLACE App or on our website. Our system will then display available restaurants and estimated delivery times for your area. We are continuously expanding our delivery zones, so please check back if your area is not currently covered.
2. Delivery Times
a. Estimated Delivery Time: When you place an order, you will be provided with an estimated delivery time. This is an estimate only and not a guarantee. It is calculated based on factors such as restaurant preparation time, distance, traffic conditions, and driver availability. b. Factors Affecting Delivery Time: Delivery times can be affected by: * Peak hours (e.g., lunch, dinner) * Large order volumes * Adverse weather conditions * Traffic congestion * Unforeseen circumstances (e.g., vehicle breakdowns, road closures) * Restaurant delays c. Tracking Your Order: You can track the real-time status of your order through the ONEPLACE App, from restaurant preparation to driver pickup and en route to your location.
3. Delivery Fees
a. Fee Structure: A delivery fee will be applied to your order. The amount of this fee may vary based on factors such as: * Distance from the restaurant to your delivery address. * Specific restaurant policies. * Promotional offers or surge pricing during peak demand. b. Display of Fees: All applicable delivery fees will be clearly displayed in the order summary before you confirm your purchase. c. Service Fee: In addition to the delivery fee, a service fee may be applied to your order to help cover operational costs and continuous improvement of our platform. This will also be clearly displayed before checkout.
4. Receiving Your Order
a. Recipient Availability: Please ensure that someone is available to receive the order at the specified delivery address during the estimated delivery window. Our drivers will attempt to deliver directly to you. b. Contact by Driver: Our drivers may attempt to contact you via the phone number provided if they encounter any issues locating your address or delivering your order. Please ensure your contact information is up-to-date. c. Failed Delivery: * If the driver is unable to deliver the order due to an inaccurate or incomplete address provided by the customer. * If the recipient is unavailable, unreachable after reasonable attempts by the driver, or refuses to accept the order. In such cases, the order may be cancelled, and you may still be charged for the full amount of the order, including delivery fees. Refunds for failed deliveries due to customer fault are generally not provided (refer to our Refund Policy for details). d. Safe Drop-off: For certain orders or under specific instructions, drivers may leave the order at your doorstep or a designated safe place if you are not available, provided it is safe and permissible to do so. ONEPLACE and the restaurant are not responsible for orders left unattended after delivery.
5. Order Accuracy and Quality
While ONEPLACE facilitates the delivery, the preparation and packaging of your food are the responsibility of the partner restaurant.
Missing or Incorrect Items: If you receive an order with missing items or incorrect items, please refer to our Refund Policy and contact ONEPLACE customer support immediately.
Food Quality: For concerns regarding the quality of the food received, please refer to our Refund Policy and contact ONEPLACE customer support. We may require photographic evidence to investigate the issue.
6. Contactless Delivery
ONEPLACE offers contactless delivery as a default or an option in certain areas to ensure the safety of our customers and drivers. When selecting contactless delivery, the driver will leave your order at your door or a designated safe place, and then notify you of its arrival.
7. Tipping
Tipping your delivery driver is completely optional but greatly appreciated. You will have the option to add a tip when placing your order or after delivery. 100% of the tip goes directly to your driver.
8. Changes to Delivery Policy
ONEPLACE reserves the right to modify or update this Delivery Policy at any time. Any changes will be effective immediately upon posting the revised policy on our App and website. We encourage you to review this policy periodically.
9. Contact Us
For any questions regarding your delivery or this Delivery Policy, please contact our customer support team:
In-app Support: Via the ONEPLACE app
Email: shipping@oneplace.site
Phone: +16395383222
