This policy explains the delivery journey and the responsibilities that help orders arrive safely.
Delivery availability is determined by the pickup point, destination, participating merchants, riders and service conditions. Any time shown is an estimate, not a guarantee. Preparation, traffic, weather, demand, access restrictions and safety can affect timing.
Customers must provide a complete, accurate address, map pin where supported, safe access instructions and a reachable phone number. A rider should contact the customer only as needed for delivery and must not retain or misuse contact information.
Merchants must package and identify the correct order. Riders should use reasonable care, preserve seals and update delivery status accurately. Customers should be available to receive the order and use any delivery code or confirmation step shown in the app.
We may contact the parties, adjust routing or cancel where delivery cannot safely or reasonably be completed. If the customer cannot be reached or the address is inaccessible, additional charges or refund limits may apply after review. Photos, messages, timestamps and location events may be used to investigate a delivery dispute.
Illegal, dangerous, improperly packaged, counterfeit, stolen or otherwise prohibited items are not accepted. Regulated or age-restricted items may require eligibility and identity checks and may be unavailable.
General and privacy questions can be sent to hello@gostto.com. Merchant enquiries can be sent to partner@gostto.com.