Courier & Delivery Policy

2. Package Pickup Rules

When you book a courier, you agree to:

• Provide accurate pickup address and a phone number that will be answered during the pickup window
• Have the package ready and properly packaged before the courier arrives (VeviGoo does not provide packaging materials)
• Ensure the package meets the size and weight limits published in-app (currently up to 25 kg and dimensions that fit an Okada rear rack; car couriers accept larger items)
• Declare the contents accurately during booking — misdeclaration voids any lost/damaged claim
• Not send any item that falls within the Prohibited Products & Services Policy

3. Delivery and Recipient Rules

For every delivery you agree to:

• Provide accurate drop-off address, recipient name and recipient phone number
• Ensure the recipient is available at the drop-off address during the delivery window
• Ensure the recipient meets any age or licence requirement of the package contents (VeviGoo does not verify age at drop-off)
• Provide the delivery confirmation OTP to the courier where OTP-based confirmation is enabled

4. Delivery Confirmation and OTP

To confirm delivery, VeviGoo may issue a one-time password (OTP) to the sender when the courier is dispatched. The sender shares the OTP with the recipient, and the courier enters it in-app on drop-off. OTP-based confirmation is required for high-value packages, cash-on-delivery orders and any package flagged as sensitive. Never share your OTP with anyone other than the intended recipient, and never share it with someone claiming to be a VeviGoo agent — we do not ask for OTPs over the phone.

5. Package Restrictions

The following items may not be sent through VeviGoo courier:

• Cash, cheques, negotiable instruments, credit or debit cards (except under a signed enterprise agreement)
• Illegal drugs, controlled substances or unlicensed prescription medication
• Firearms, ammunition, explosives, weapons or hazardous chemicals
• Perishable food outside its safe transport window (some categories allowed with a signed food-safety acknowledgement)
• Live animals or pets
• Fragile items above declared limits without additional packaging
• Bulk merchandise for commercial resale without a signed enterprise agreement
• Anything covered by the Prohibited Products & Services Policy

6. Delivery Delays

VeviGoo publishes average delivery times but does not guarantee delivery within any specific timeframe. Delays may occur due to traffic, weather, road closures, courier availability, security operations or recipient unavailability. If your delivery is materially delayed, you may cancel the job (subject to the cancellation rules in the Refund Policy) or request a redispatch through in-app support.

7. Lost, Missing or Damaged Packages

If a package is lost, missing or arrives damaged, report it within 24 hours of the dispatch time. Investigation includes review of GPS logs, courier notes and any photographs. Claims are considered up to the declared value of the package or GH₵ 500, whichever is lower, unless a higher declared value was insured at booking. Claims are denied where: the item was misdeclared, the item was not properly packaged, or the item falls within the Prohibited Products & Services Policy.

8. Customer Responsibilities

Customers are responsible for:

• Accurate booking information (contents, addresses, phone numbers, declared value)
• Proper packaging appropriate to the item's fragility
• Ensuring the recipient is available at the drop-off address
• Not sending prohibited items
• Reporting any issue within 24 hours of dispatch

9. Courier Responsibilities

Couriers are responsible for:

• Verifying the pickup address and package before departure
• Handling the package with care — no dropping, crushing or exposure to weather
• Following the dispatched route and reporting any material deviation
• Confirming drop-off via OTP or signature where required
• Reporting any accident, loss or damage to VeviGoo immediately
• Never opening or inspecting a package without customer authorisation, unless required by law enforcement

10. Refunds and Claims

Refunds and lost/damaged claims are handled per the Refund Policy. Wallet credit is issued instantly for confirmed lost or damaged goods, up to declared value. Cash and mobile-money refunds are issued within 24 hours of claim approval. If your claim is denied, you may appeal within 7 days to support@vevigoo.com with any additional evidence.

11. Contact

For courier questions, tracking help or to file a claim, email support@vevigoo.com or open the trip in the app and tap "Report an issue". For enterprise or bulk-delivery inquiries, email partners@vevigoo.com.