Shipping Policy

1. Introduction and Commitment to Quality

At PROTEUS R.L., we are firmly committed to providing a delivery service that is not only efficient but also safe and reliable. We understand that delivery is a crucial component of the customer experience, and we strive to exceed expectations with every order. This Shipping Policy meticulously details the terms and conditions related to the delivery of products purchased through our platform, with the aim of ensuring maximum customer satisfaction and providing a smooth, hassle-free delivery experience for our delivery partners.

By using our services, you accept the terms established in this Shipping Policy. We strongly recommend that you review this policy periodically, as it may be updated to reflect changes in our delivery processes, improvements in our service, or modifications to applicable legislation.

2. Scope of the Shipping Policy

Our Shipping Policy is comprehensive and covers a wide range of delivery services, including, but not limited to:

2.1 Prepared Food Deliveries

• Deliveries from restaurants associated with our platform.
• Deliveries from affiliated virtual kitchens or dark kitchens.
• Catering services and large group orders.

2.2 Product Deliveries

• Supermarket products, including fresh and packaged foods.
• Pharmacy items, including prescription and over-the-counter medications.
• Hardware and home improvement store products.
• Convenience items and specialty store products.
• Any other type of product available through our platform.

We tirelessly strive to ensure that all orders, regardless of their nature, are delivered safely, within a reasonable time frame, and in the best possible condition. Our commitment to quality extends to every aspect of the delivery process, from packaging to final delivery at the customer's doorstep.

3. Coverage Areas

PROTEUS R.L. strives to offer a broad and accessible service. However, to ensure the quality and efficiency of our deliveries, our service is available in specific, carefully selected areas.

3.1 Coverage Verification

• When placing an order, our system will automatically verify if the entered address is within our coverage area.
• If your location is not within the serviced areas, the system will not allow the order to be completed to avoid subsequent inconveniences.
• We will immediately inform you if your address is outside our coverage area and, when possible, suggest alternatives or nearby locations where we can make the delivery.

3.2 Continuous Expansion

We are constantly working to expand our coverage area to serve more customers. Our logistics team regularly evaluates new areas to include in our service, considering factors such as:

• User demand in specific areas.
• Availability of delivery partners and business partners in the area.
• Road infrastructure and safety conditions.

We invite you to stay tuned to our communications and app updates to know when we expand our services to new areas.

4. Delivery Hours

At PROTEUS R.L., we take pride in offering a flexible service that adapts to our customers' needs. Our commitment is to be available when you need us.

4.1 Service Availability

PROTEUS R.L. offers 24/7 deliveries, which means our platform operates uninterruptedly, except in exceptional cases such as system maintenance. However, it's important to note that the actual availability of deliveries is subject to the service hours of our providers and business partners across the different types of services our platform offers.

4.2 Variations in Service Hours

• Specific operating hours may vary depending on the associated businesses and the availability of delivery partners.
• Some services, such as restaurant or pharmacy deliveries, may have more limited hours based on their own operating hours.
• During special events, holidays, or extraordinary situations, service hours may be adjusted, and users will be notified through the application.

4.3 Recommendations for Users

To ensure the best possible experience, we recommend our customers:

• Place their orders with sufficient time, especially during peak hours or on holidays.
• Verify the operating hours of specific establishments through our application before placing an order.
• Consider the scheduled delivery option for greater convenience and to avoid possible delays during high-demand hours.

5. Delivery Options

We understand that each customer has unique needs, so we offer various delivery options to adapt to different situations and preferences.

5.1 Real-Time Deliveries

During the purchase process, customers can choose between the following delivery options, depending on the nature of the order and availability:

5.1.1 Immediate Delivery

• Ideal for urgent or last-minute orders.
• Fast deliveries within 30 to 60 minutes (depending on distance and type of order).
• Subject to the availability of delivery partners and traffic conditions.

5.1.2 Scheduled Delivery

• Allows customers to select a specific time within operating hours to receive the order.
• Ideal for those who want to plan reception in advance.
• Offers greater flexibility to adapt deliveries to customers' personal schedules.

5.2 Special Delivery Options

In addition to our standard options, we offer additional services to meet specific needs:

• Contactless delivery: Option to leave the order at the door or in a designated place, minimizing physical contact.
• Priority delivery: For urgent orders, with a guaranteed delivery time (subject to availability and additional fees).
• Pick-up point delivery: Option to collect the order at designated points, useful for customers who will not be at a fixed address.

6. Shipping Fees

At PROTEUS R.L., we strive to offer a high-quality delivery service at fair and transparent prices. Our shipping fees are calculated considering various factors to ensure a balance between customer accessibility and service sustainability.

6.1 Factors Influencing Shipping Fees

Shipping fees vary according to the following factors:

• Delivery distance: Automatically calculated based on the provided delivery address and the order's origin (restaurant, store, etc.).
• Product type: Some products, such as large or heavy items, may have additional shipping fees due to the special resources needed for their transport.
• Time of day: Deliveries during peak hours or at night may have different rates.     
• Current demand: During high-demand times, dynamic rates may apply to ensure service availability.
• Weather conditions: In cases of adverse weather conditions, additional fees may apply to compensate delivery partners for the additional risk and effort.

6.2 Fee Transparency

• The shipping cost will be clearly detailed at the time of order confirmation, ensuring total transparency for the customer.
• Any additional charges, such as fees for special services or peak hour deliveries, will be itemized before order confirmation.

6.3 Promotions and Discounts 

PROTEUS R.L. strives to offer the best value to its customers:

• On certain occasions, reduced rates or free shipping may be offered as part of special promotions.
• These offers will be clearly indicated at the time of placing the order and may be subject to specific conditions.
• Frequent users may benefit from loyalty programs that include discounts on shipping fees.

7. Delivery Process

At PROTEUS R.L., we have developed a standardized and efficient delivery process to ensure satisfaction for both the customer and the delivery partner. Our approach focuses on punctuality, safety, and service quality at every step of the process.

7.1 Order Confirmation

• Once the order has been placed and accepted, the customer will receive an immediate notification with the order details.
• This confirmation will include an order summary, total cost (including shipping fees), and estimated delivery time.
• A unique tracking number will be provided so the customer can track their order in real-time.

7.2 Order Preparation

• The requested products or meals will be prepared and packaged by the associated restaurant or store.
• We guarantee that products will be handled following strict hygiene and quality protocols.
• For food orders, we ensure that restaurants use appropriate packaging to maintain food temperature and freshness.
• In the case of fragile or delicate products, special packaging is used to ensure their integrity during transport.

7.3 Delivery Partner Assignment

• Our system will automatically assign an available delivery partner near the order's origin.
• The assignment is based on several factors, including the delivery partner's location, delivery history, and the nature of the order.
• Customers will be able to see the assigned delivery partner's information, including their name and profile photo, for greater security and peace of mind.

7.4 Real-Time Tracking

• Customers will be able to track the progress of their order in real-time through the application.
• The system will provide updates on the order status, including preparation, pickup, and delivery.
• A real-time map with the delivery partner's location will be displayed once they have picked up the order.
• Customers will receive push notifications at key moments in the delivery process.

7.5 Doorstep Delivery

• The delivery partner will deliver the order directly to the address specified by the customer.
• Strict safety and hygiene protocols will be followed during delivery.
• In case of contactless deliveries, the delivery partner will leave the order at the designated place and notify the customer.
• For orders requiring age verification (such as alcohol), the delivery partner will request a valid identification.

7.6 Delivery Confirmation

• Once the order is delivered, the customer will be asked to confirm receipt through the application.
• Customers will have the option to rate the service and provide feedback on their experience.
• In case of any issues with the delivery, customers can report it immediately through the application.

8. Estimated Delivery Times

At PROTEUS R.L., we strive to offer deliveries within a reasonable and predictable timeframe. However, we understand that several factors can influence delivery times.

8.1 Factors Affecting Delivery Times

• Customer location: The distance between the point of origin and the destination is a key factor.
• Traffic and weather conditions: Unforeseen situations on the route can affect delivery times.
• Availability of delivery partners: During peak hours, high demand can influence assignment and delivery times.      
• Type of product or restaurant: Some orders require more preparation time than others.
• Order complexity: Large orders or those with multiple items may require more processing time.

8.2 Communication of Delays

In case of significant delays, we commit to:

• Notify the customer as soon as possible through the application or by email.
• Provide a clear explanation of the cause of the delay.
• Offer alternatives, such as cancelling the order without penalty or providing a new estimated delivery time.
• In cases of prolonged delays, we may offer compensation such as discounts on future orders or free shipping.

9. Failed Delivery Policies

At PROTEUS R.L., we strive to complete all deliveries successfully. However, we recognize that situations may arise that result in failed deliveries.

9.1 Definition of Failed Delivery

We consider a delivery to be failed if:

• The customer is not present or does not respond to calls or messages from the delivery partner after several attempts.
• The address provided by the customer is incorrect or outside our coverage area.
• Access to the delivery address is blocked or impossible for reasons beyond the delivery partner's control.
• The customer refuses to receive the order without a valid reason according to our policies.

9.2 Procedure in Case of Failed Delivery

In the event that a delivery fails for any of the above reasons:

• The products will be returned to the supplier or restaurant, following strict protocols to maintain the quality and safety of the products.
• The customer will be notified immediately through the application and by email.
• The customer will be offered the option to reschedule the delivery for a convenient date and time.
• In certain cases, the option to pick up the order at a designated point may be offered.

9.3 Costs Associated with Failed Deliveries

• Additional fees may apply for the failed delivery attempt and order processing.
• These fees will be calculated based on the costs incurred and will be clearly communicated to the customer.
• In cases of incorrect addresses provided by the customer, the customer will be responsible for additional reshipment costs.
• For perishable items that cannot be redelivered, the customer may be charged for the full cost of the order.
• Repeated failed deliveries may result in account restrictions or additional fees for future orders.

10. Delivery of Special Products

• Additional fees may apply for the failed delivery attempt and order processing.
• These fees will be calculated based on the costs incurred and will be clearly communicated to the customer.
• In cases of incorrect addresses provided by the customer, the customer will be responsible for additional reshipment costs.

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  10.1 Perishable Foods

  • We use special packaging to maintain the appropriate temperature for cold or hot foods.
  • We prioritize speed in the delivery of these products to maintain their freshness and quality.
  • We warn customers about time limits for consuming these products after delivery.

  10.2 Fragile Products

  • We employ additional protective packaging for delicate items.
  • Our delivery partners receive special training on handling fragile products.
  • In case of damage, we have an efficient claim and replacement process.

  10.3 Medications and Pharmaceutical Products

  • We follow strict regulations for the transport of medications.
  • We verify the age and identity of the recipient for controlled sale medications.
  • We maintain confidentiality and discretion in the delivery of pharmaceutical products.

  10.4 Liability Limitations

  If the customer does not receive the order within the agreed time, PROTEUS R.L. cannot guarantee the quality of perishable products after an extended period. In these cases:

  • We will evaluate each situation individually to determine the best solution.
  • We may offer refunds or replacements depending on the specific circumstances.
  • We recommend customers immediately review perishable products upon receipt and notify any quality issues.

  11. Safety and Quality Measures

  At PROTEUS R.L., safety and quality are fundamental pillars of our delivery service. We implement rigorous measures to ensure the integrity of products and the safety of our customers and delivery partners.

  11.1 Hygiene Protocols

  • All our delivery partners follow strict personal hygiene and product handling protocols.
  • We provide our delivery partners with appropriate personal protective equipment, such as masks and hand sanitizers.
  • We conduct regular training on hygiene practices and food safety.
  • We work closely with restaurants and stores to ensure that products are properly packaged, following hygiene standards.

  11.2 Transport Safety

  • Our delivery vehicles are regularly inspected to ensure their safety and efficiency.
  • We use specialized bags and containers to maintain the temperature and integrity of products during transport.
  • We implement GPS tracking systems in all our delivery vehicles to ensure safe and efficient routes.

  11.3 Contactless Delivery

  • We offer the option of contactless delivery for greater safety, especially during pandemic times or other special health circumstances.
  • Customers can specify a safe place to leave the order, avoiding direct physical interaction with the delivery partner.
  • Our system allows customers to provide specific instructions for contactless delivery.

  11.4 Identity Verification

  • For orders requiring age verification (such as alcohol or certain medications), our delivery partners are trained to request and verify identification respectfully and safely.
  • We use digital verification technology when possible to streamline this process.

  11.5 Continuous Training

  • All our delivery partners receive initial and ongoing training on road safety, food handling, and customer service.
  • We conduct periodic evaluations to ensure that our quality and safety standards are maintained at the highest levels.

  12. Delivery Issues

  At PROTEUS R.L., we strive to offer impeccable service. However, we understand that occasional problems may arise. We are committed to resolving any issues quickly and efficiently.

  12.1 Types of Common Problems

  • Products damaged during transport.
  • Incomplete or incorrect orders.
  • Significantly delayed deliveries.
  • Quality issues with received food or products.
  • Inappropriate behavior by the delivery partner.

  12.2 Reporting and Resolution Process

  If any problem arises with the delivery, we ask you to follow these steps:

  1. Contact our support team immediately through the application or customer service channels.
  2. Provide specific details about the problem, including the order number and, if possible, photographic evidence.
  3. Our team will investigate the situation immediately.
  4. We will keep you informed about the progress of your case and work with you to resolve the problem in the best possible way.

  12.3 Solutions and Compensations

  Depending on the nature and severity of the problem, we may offer:

  • Full or partial refund of the order.
  • Reshipment of the order at no additional cost.
  • Credits for future orders.
  • Other appropriate compensations depending on the specific case.

  12.4 Continuous Improvement

  We use feedback from reported problems to continuously improve our services. This includes:

  • Analysis of trends in reported problems to identify areas for improvement.
  • Updating our processes and policies based on customer feedback.
  • Additional training for delivery partners and staff based on identified issues.

  13. Changes in Delivery Address

  At PROTEUS R.L., we understand that unforeseen situations may require a change in the delivery address. Although we strive to be flexible, we must balance this flexibility with the efficiency of our service and the safety of our delivery partners.

  13.1 Process for Requesting an Address Change

  1. Time limit: If you wish to change the delivery address after placing the order, you must contact us as soon as possible, preferably within the first 5 minutes after placing the order.
  2. Contact method: Use the chat function in the application or call our customer service to request the change.
  3. Verification: For security reasons, we will verify your identity before processing any change in the delivery address.
  4. Evaluation: Our team will quickly assess whether the change is feasible based on the current status of the order and the proposed new location.

  13.2 Limitations and Conditions

  • Coverage area: The new address must be within our service coverage area.
  • Order status: If the order has already been dispatched, we cannot guarantee that the address change can be made.
  • Additional fees: Address changes that result in a greater delivery distance may incur additional fees, which will be clearly communicated before processing the change.
  • Delivery times: An address change may result in a delay from the originally estimated delivery time.

  13.3 Related Cancellation Policy

  If we cannot accommodate the requested address change:

  • We will offer you the option to keep the original address or cancel the order.
  • Cancellations in this context will be subject to our standard cancellation policy, which may include charges if the order is already in preparation.

  13.4 Security and Verification

  To protect our customers and prevent fraud:

  • We will only accept address change requests from the account holder who placed the order.
  • We may require additional verification for significant or unusual address changes.
  • We reserve the right to refuse address changes that we consider suspicious or that may compromise the safety of our delivery partners.

  14. Modifications to the Shipping Policy

  At PROTEUS R.L., we constantly strive to improve our services and adapt to the changing needs of our customers and the market. Therefore, we reserve the right to modify this Shipping Policy at any time.

  14.1 Update Process

  • Notification of changes: Any significant change in our Shipping Policy will be communicated to customers through the application, email, and/or the official website.
  • Grace period: Important changes will take effect after a reasonable grace period, allowing users to familiarize themselves with the new conditions.      
  • Minor changes: Minor updates or clarifications may be made without specific notification.

  14.2 Review and Acceptance

  • We strongly recommend all users to periodically review this policy to stay informed of any updates.
  • Continued use of our services after the publication of changes will constitute acceptance of such changes.

  14.3 Version History

  We will maintain a record of previous versions of the Shipping Policy, accessible to users who wish to consult historical changes.

  14.4 User Feedback

  We value the opinion of our users. If you have comments or suggestions about our Shipping Policy, please don't hesitate to contact us.

  15. Contact and Support

  At PROTEUS R.L., we are committed to providing excellent customer service. If you have questions, concerns, or need assistance related to our shipping services, we are here to help you. 

  15.1 Contact Channels

  You can contact us through the following means:     

  • Email: soporte@miproteus.com
  • In-app chat: Available and we will respond in 24 hours or less.

  15.2 Service Process

  To ensure efficient service, we ask you to:

  • Provide your order number or user ID when contacting us.
  • Clearly describe your query or problem.
  • Include any relevant information that can help us resolve your concern more quickly.

  15.3 Response Times

  • For general inquiries, we commit to responding within 24 hours.
  • For urgent issues related to ongoing orders, we will make our best effort to provide an immediate response.

  15.4 Feedback and Continuous Improvement

  Your opinion is valuable to us. After each interaction with our support team, we will invite you to provide feedback on your experience. We use this information to continuously improve our customer service.

   

  Last updated: 9/13/2024

    

  At PROTEUS R.L., we strive to offer exceptional delivery service and a superior user experience. This Shipping Policy reflects our commitment to transparency, quality, and customer satisfaction. We appreciate your trust in our services and are here to assist you at every step of your delivery experience.