SERVICE DISRUPTIONS AND FORCE MAJEURE(Terms and conditions)

3.1 Introduction

This policy establishes Swapify’s framework for managing delivery disruptions, service interruptions, and force majeure events that may impact our meal delivery services. As a food delivery platform committed to reliable service, we recognize that external factors beyond our control may occasionally affect our ability to fulfill orders within standard timeframes. This policy outlines our approach to managing such situations, defines our responsibilities and limitations, and sets clear expectations for users regarding service continuity and compensation.

The policy reflects our commitment to transparency while acknowledging the inherent challenges of operating in dynamic environments where weather, traffic, technical issues, and other unforeseen circumstances may impact delivery operations. By establishing clear guidelines, we aim to maintain user trust while protecting the company from liability for circumstances genuinely beyond our operational control.

3.2 Scope and Definitions

3.2.1 Scope

This policy applies to all Swapify meal delivery services, including:

  • Standard meal delivery operations
  • Express and priority delivery services
  • Scheduled and recurring meal deliveries
  • Corporate and bulk order deliveries
  • All delivery partnerships and third-party logistics arrangements

The policy covers service disruptions affecting users across all geographic regions where Swapify operates and applies to all registered users of the platform, including individual consumers, corporate clients, and institutional customers.

3.2.2 Definitions

  1. Delivery Disruption: Any deviation from standard delivery timeframes or service interruption that affects the timely fulfillment of meal orders, regardless of cause or duration.
  2. Force Majeure Event: Extraordinary circumstances or events beyond Swapify's reasonable control that prevent or significantly impair the company's ability to fulfill its delivery obligations, including natural disasters, government actions, civil disturbances, and other unforeseeable events.
  3. Operational Buffer: The reasonable tolerance period built into delivery estimates to account for normal variations in traffic, preparation time, and other routine factors affecting delivery schedules.
  4. Service Credit: Compensation provided to users in the form of account credits, future order discounts, or other benefits as determined by company policy following qualifying service disruptions.
  5. Systematic Issues: Recurring or persistent delivery problems affecting multiple orders or users over an extended period, indicating potential operational deficiencies rather than isolated incidents.
  6. User: Any individual or entity that has registered for Swapify services and places meal delivery orders through the platform, including both active and inactive account holders.

3.3 Anticipated Delays and Disruptions

Occasional delays in meal delivery may occur due to various factors including:

  • Traffic congestion and road conditions
  • Adverse weather conditions affecting transportation
  • Local civic events, festivals, or public gatherings
  • High-demand periods resulting in increased order volumes
  • Technical issues with delivery coordination systems

3.4 Liability Limitations

Swapify shall not be held liable for delivery delays that fall within reasonable operational buffers unless such delays become recurring or systematic issues. The company maintains reasonable tolerance for minor delays while striving to minimize their occurrence through operational improvements.

Users acknowledge that external factors beyond Swapify's control may occasionally impact delivery schedules. Compensation for minor delays is not provided unless specifically warranted by exceptional circumstances.

3.5 Force Majeure Events

Swapify expressly disclaims liability for delivery failures or service disruptions resulting from circumstances beyond the company's reasonable control, including but not limited to:

  1. Natural Disasters: Earthquakes, floods, storms, fires, or other environmental catastrophes affecting delivery operations.
  2. Transportation Disruptions: Accidents, vehicle breakdowns, fuel shortages, or infrastructure failures impacting delivery capability.
  3. Civil Disturbances: Strikes, labor disputes, protests, riots, or other forms of civil unrest preventing normal operations.
  4. Government Actions: Regulatory restrictions, lockdowns, curfews, emergency declarations, or official orders limiting business operations.
  5. Political Instability: Political unrest, security concerns, or governmental changes affecting normal business activities.
  6. Pandemic or Health Emergencies: Public health crises, disease outbreaks, or medical emergencies requiring operational modifications.

3.6 Emergency Response Procedures

During force majeure events, Swapify will endeavor to:

  1. Communicate service disruptions to affected users through available channels
  2. Implement alternative delivery arrangements where feasible
  3. Coordinate with vendors and delivery partners to minimize service impact
  4. Provide updates on service restoration timelines and procedures

Users affected by force majeure events may be eligible for service credits, meal replacements, or other compensation as determined by company policy and the specific circumstances involved.

3.7 Business Continuity Planning

Swapify maintains business continuity plans to minimize service disruptions and ensure rapid recovery from unexpected events. Alternative delivery routes, backup vendor arrangements, and emergency communication procedures are established to maintain service reliability.

Regular assessments and updates of contingency plans ensure preparedness for various potential disruption scenarios.