Delivery Policy

Purpose

This Delivery Policy explains how deliveries and services requested through FrigX are coordinated.

FrigX is a marketplace/platform. Physical delivery and service fulfilment are generally performed by approved suppliers, truck operators, drivers, equipment providers and other participating service providers.

Service Areas

FrigX currently serves selected areas within:

Greater Accra Region

Tema, Kpong, Tsopoli, Shai Hills, East Legon, East Legon Hills, Madina, Adenta, Oyarifa and surrounding areas.

Central Region

Kasoa, Budumburam, Nyanyano, parts of Gomoa and surrounding areas.

Availability may vary according to the provider network in the customer’s location.

Scheduling

Customers should provide the requested delivery date and preferred time when submitting an order.

Delivery times may be affected by:

• Provider availability;
• Traffic;
• Weather;
• Road conditions;
• Loading delays;
• Site conditions;
• Vehicle or equipment problems;
• Other circumstances beyond reasonable control.

A requested time may therefore not always constitute a guaranteed delivery time unless specifically confirmed as such.

Customer Site Responsibilities

Before delivery, customers should ensure that:

• The delivery address is accurate;
• The site is reasonably accessible;
• There is sufficient space for the vehicle or equipment where applicable;
• Any required site access arrangements have been made;
• An authorised person is available where necessary;
• The site is reasonably safe for the provider to perform the service.

Access Problems

If a provider cannot reasonably access the delivery location because of:

• Narrow roads;
• Blocked access;
• Unsafe conditions;
• Incorrect directions;
• Unauthorised entry restrictions;
• Inadequate site access;
• Other conditions at or near the delivery location,

the provider may contact the customer or FrigX to determine an appropriate solution.

Additional charges may apply where the problem results in significant additional time, distance or resources, where such charges were applicable and communicated.

Waiting Time

Where a provider arrives at the agreed location but cannot complete the delivery because the customer or site is not ready, reasonable waiting time may be allowed.

Extended waiting may result in additional charges where applicable. The provider should communicate the issue through the appropriate FrigX communication channel where possible.

Customer Unavailability

If the customer or authorised recipient is unavailable, the provider may attempt to contact the customer. If the delivery cannot reasonably be completed, the order may be rescheduled, cancelled or otherwise handled according to the Cancellation & Refund Policy.

Provider Delay

Where a provider experiences a significant delay, the provider should notify FrigX and/or the customer as soon as reasonably practicable. FrigX may attempt to provide an alternative provider where available.

Provider Unable to Fulfil Order

If an assigned provider becomes unable to fulfil an order because of a vehicle breakdown, equipment problem, emergency, unavailability or another legitimate circumstance, FrigX may attempt to find an alternative provider.

If an alternative provider cannot be arranged, the customer may be eligible for a refund under the Cancellation & Refund Policy.

Delivery Completion

Delivery or service completion may be confirmed through one or more of the following:

• Customer confirmation;
• Provider confirmation;
• Delivery status update;
• Delivery evidence;
• Photograph or other digital confirmation where applicable;
• Other confirmation methods configured by FrigX.

Material Quantity and Condition

Customers should inspect delivered materials where reasonably possible. Any significant discrepancy concerning quantity, material type or condition should be reported to FrigX promptly. FrigX may investigate the matter with the relevant provider.

Delays Beyond Control

FrigX and providers may experience circumstances beyond reasonable control, including severe weather, major traffic disruptions, road closures, government restrictions, accidents, emergencies or other unforeseen events. Such circumstances may result in delays or cancellation.