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Delivery Policy – Yebwou
This Delivery Policy outlines the terms applicable to the delivery of orders placed via the Yebwou application. It specifies, in particular, the responsibilities of the platform, partner merchants, and independent delivery personnel associated with these merchants.

1. Nature of the delivery service
Yebwou does not provide any delivery service itself.
All deliveries available through the application are handled:

  • By partner merchants,
    or

  • By their independent delivery personnel.

Yebwou acts only as a technological intermediary facilitating the connection between the user and the merchant.

2. Delivery process
2.1. Order validation
Delivery begins only after:

  • The order has been validated by the partner merchant,

  • An independent delivery person of the merchant is available,

  • The status “Out for Delivery” is confirmed in the application.

2.2. Delivery timeframes
Delivery times are indicative and may vary depending on:

  • The location of the merchant,

  • The availability of the merchant’s independent delivery person,

  • Traffic or external conditions,

  • Order volume.

Yebwou does not guarantee a fixed delivery time but commits to displaying the estimated time provided by the merchant.

3. Responsibility of the merchant and the delivery person
3.1. Merchant responsibility
The partner merchant is responsible for:

  • Proper preparation of the order,

  • Handing over the correct product to the delivery person,

  • The quality, freshness, or conformity of the product.

3.2. Independent delivery person responsibility
Delivery personnel are independent and do not work for Yebwou.
They are responsible for:

  • Picking up the order,

  • Transporting it to the provided address,

  • Complying with the delivery conditions agreed with the merchant.

Any incident occurring during delivery (delay, loss, damage, or inappropriate behavior) falls directly under the responsibility of the merchant and/or the independent delivery person.

4. Role and limitations of Yebwou’s liability
Yebwou acts solely as an intermediary platform.

Thus, Yebwou:

  • Does not manage delivery operations,

  • Does not hire or supervise delivery personnel,

  • Does not assume liability for damages, losses, or delays caused by independent delivery personnel,

  • Only supports users in case of complaints by facilitating communication with the merchant.

However, Yebwou commits to:

  • Tracking each reported incident,

  • Intervening with the merchant for a prompt resolution,

  • Applying its refund or compensation policy in case of verified issues.

5. Order receipt
The user must:

  • Check the condition of the product upon delivery,

  • Immediately report any anomalies or non-conformities,

  • Provide, if necessary, photos or proof via the application or WhatsApp.

An order marked as “Delivered” in the application is considered received, unless reported immediately.

6. Delivery issues
In case of:

  • Missing product,

  • Damaged product,

  • Non-delivery,

  • Wrong order,

  • Excessive delay,

The user must contact customer service as soon as possible.
Yebwou will review the situation with the merchant and may propose:

  • A partial refund,

  • A full refund,

  • Re-delivery by the merchant,

  • A credit or alternative solution depending on the case.

7. Failed delivery
A delivery is considered failed when:

  • The delivery person cannot reach the user,

  • The provided address is incorrect,

  • The user is absent at the time of delivery,

  • The customer refuses the product without a valid reason.

In this case:

  • No automatic refund is guaranteed,

  • The merchant decides on the course of action,

  • Yebwou only acts as a mediator.

8. Delivery fees
Delivery fees:

  • Are set through the application,

  • May vary depending on distance or product type,

  • Are clearly displayed before payment.

Yebwou does not receive any commission on fees charged by independent delivery personnel.

9. Delivery tracking
The user can track the status of their order in the application via the following statuses:

  • Pending,

  • Preparing,

  • Out for Delivery,

  • Delivered.

Yebwou relies on information provided by the merchant and delivery personnel to update these statuses.

10. Force majeure
Deliveries may be delayed or impossible in the event of:

  • Severe weather,

  • Strikes,

  • Delivery personnel breakdowns,

  • Traffic accidents,

  • Network outages or mobile failures.

In such cases, Yebwou works with the merchant to propose a reasonable solution.