Delivery policy

How local delivery works

Basildon Delivery is designed for local shop orders, local riders, scheduled slots, Rush delivery where available, and clear handover checks.

Pilot delivery area

The service is currently intended for a controlled local pilot. Delivery areas, delivery times, shops, riders, and availability may change as the pilot develops.

Last updated: 5 August 2026.

Ordering and delivery

  • Customers order from a selected local shop.
  • The shop accepts and prepares the order.
  • A rider collects from the shop and delivers to the customer address.
  • Delivery availability depends on shop opening hours, delivery zones, selected slots, Rush settings, item timing, rider availability, rider capacity, weather, safety, and the shop's rider payment model.

Delivery zones and addresses

  • Each shop can have its own delivery zones and delivery prices.
  • Delivery may be unavailable if the postcode or address is outside the shop's configured area.
  • Customers are responsible for entering a complete and accurate delivery address, contact number, and any useful delivery instructions.
  • If the address is wrong or incomplete, the rider may be unable to complete the delivery.

Who can deliver an order

  • Deliveries are completed by approved riders available through the Basildon Delivery local rider network.
  • Each shop decides which approved riders can collect orders from that shop.
  • A shop can remove a rider's access if it no longer wants that rider to handle its deliveries.
  • Riders choose when they are available and may accept or reject each offered job without a platform penalty. They are not required to work set shifts.
  • Riders can only see and claim jobs where their account, approval status, shop assignment, capacity, and zone settings allow it.

Slots and Rush delivery

  • Normal delivery uses a selected delivery slot where slots are enabled.
  • Rush delivery may be offered only when the shop is open, the delivery zone allows it, the basket is valid for immediate delivery, and suitable rider coverage exists unless the shop is in manual Rush mode.
  • Special menu items may only be valid during their own time window, even if the rest of the shop is open.
  • Delivery slots and Rush estimates are operational targets, not guaranteed arrival times.

Order load and rider capacity

  • Some items have weight, bulk, or maximum quantity limits.
  • The basket and checkout may block orders that are too heavy or bulky for local rider delivery.
  • Riders may also be prevented from claiming jobs they cannot safely carry.

Collection and delivery handover checks

  • Collection and delivery PINs may be used to confirm handover.
  • The dropoff PIN should only be given to the rider when the recipient is ready to receive the order.
  • If a PIN cannot be provided, the shop or Basildon Delivery team may need to help confirm the handover securely.
  • Confirming a handover check does not automatically complete every remaining delivery step.

Age-restricted deliveries

  • Age-restricted goods require a successful age check at delivery.
  • If the recipient clearly appears 25 or over, the rider may use the over-25 confirmation path where the platform allows it.
  • If the recipient appears under 25, or the rider is unsure, the rider should ask for valid photo ID and enter the date of birth shown on the ID.
  • If the age check fails, restricted goods must not be handed over and the rider should return them to the shop.

Food, groceries, and allergens

  • Shops are responsible for food hygiene, correct storage, product safety, allergen information, and legal compliance for the goods they sell.
  • If you have an allergy or intolerance, check the shop's information before ordering and contact the shop if anything is unclear.
  • Riders should transport orders with reasonable care, but they are not responsible for creating or verifying shop product information.

Safe-place delivery

Safe-place delivery is not generally available during the pilot unless a checkout option or support process explicitly allows it for a specific order.

Safe-place delivery should not be used for cash on delivery, age-restricted goods, or orders requiring ID checks.

Delivery charges and rider payment

Each shop sets its own product prices. Delivery charges, the Basildon Delivery fee, Rush delivery, and rider tips are shown separately at checkout.

Delivery pay, Rush bonuses, and rider tips are intended for the rider. Basildon Delivery records and arranges rider payment for work completed through its local rider network.

Eligible work completed Monday to Sunday is grouped for bank-transfer initiation the following Thursday. The rider's bank may credit the funds later, and the schedule does not move because a shop has not yet paid Basildon Delivery.

Problems during delivery

If the rider cannot complete a delivery, cannot get a PIN, finds the wrong address, has an age-check problem, or the shop is not ready, the issue can be reported through Basildon Delivery. The shop remains the first contact for the order and any product, return or refund decision. Basildon Delivery may separately investigate a website, dispatch or rider issue. Customers can use the support page for order follow-up.

If a genuine delivery attempt fails for a customer-side reason and the goods are returned, the shop may retain the separately shown delivery and Rush charge to cover the completed attempt. Other refundable amounts are returned. Shop-caused failures receive a full customer refund, while the shop funds the rider attempt. The shop records this decision after confirming the return.