Shipping Policy

Learn about our shipping methods, delivery times, and costs.

LOCALBITES DELIVERY POLICY

Effective Date: 24/02/2026

LocalBites operates as a technology marketplace connecting customers with independent restaurants and independent delivery partners. This Delivery Policy outlines the terms governing delivery services arranged through the LocalBites platform.

1. Delivery Coverage Area

Delivery is available within selected areas in Maseru and surrounding regions, as determined by LocalBites.

Delivery availability depends on:

  • Restaurant location

  • Driver availability

  • Weather conditions

  • Operational capacity

LocalBites reserves the right to modify delivery zones at any time without prior notice.

2. Delivery Fees

Delivery fees are calculated based on:

  • Distance between restaurant and delivery address

  • Promotional campaigns (if applicable)

  • Special pricing structures set by LocalBites

Delivery fees are clearly displayed at checkout before payment confirmation.

Delivery fees are non-refundable once a driver has been assigned and the delivery process has commenced, except in cases where the order qualifies for a refund under the Refund Policy.

3. Estimated Delivery Time

Delivery times displayed on the platform are estimates only.

Actual delivery time may vary due to:

  • Restaurant preparation time

  • Traffic conditions

  • Weather conditions

  • Road incidents

  • High order volumes

LocalBites does not guarantee exact delivery times.

4. Delivery Process

Once an order is accepted by the restaurant:

  1. The restaurant begins preparation.

  2. A delivery partner is assigned.

  3. The delivery partner collects the order.

  4. The order is delivered to the address provided.

Customers are responsible for:

  • Providing an accurate delivery address.

  • Being available to receive the order.

  • Answering phone calls from the delivery partner if needed.

5. Failed Delivery

A delivery may be considered failed if:

  • The customer provides an incorrect or incomplete address.

  • The customer is unreachable.

  • The customer refuses to accept the order.

  • Access to the delivery location is restricted.

In cases of failed delivery caused by the customer:

  • The order will not be refunded.

  • Delivery fees remain payable.

  • Redelivery may incur an additional charge.

6. Contactless Delivery

Where applicable, customers may request contactless delivery.

Once the delivery partner leaves the order at the agreed location and provides confirmation (photo or in-app confirmation), the order shall be considered successfully delivered.

Responsibility for the order transfers to the customer at that time.

7. Risk Transfer

Risk in the goods passes to the customer upon delivery at the specified address.

LocalBites is not responsible for:

  • Theft after delivery

  • Damage occurring after successful handover

  • Delays caused by events outside reasonable control

8. Independent Delivery Partners

Delivery partners using the LocalBites platform operate as independent contractors.

They are responsible for:

  • Road compliance

  • Vehicle condition

  • Valid licensing

  • Safe delivery practices

LocalBites does not employ delivery partners and is not liable for their independent actions beyond the scope of arranging delivery services through the platform.

9. Force Majeure

LocalBites shall not be liable for delivery delays or failures resulting from events beyond its reasonable control, including but not limited to:

  • Natural disasters

  • Civil unrest

  • Government restrictions

  • Power outages

  • Network disruptions