At Monochrome, we work hard to ensure your orders are delivered smoothly, safely, and on time. To do this, we send drivers specifically assigned to your order and delivery location. This policy explains what happens if a delivery cannot be completed due to customer unavailability or identification requirements.

1. Our Commitment to Delivery

When you place an order on Monochrome, we make a genuine attempt to deliver it to you. This includes:

• Assigning a driver

• Routing them to your delivery location

• Allowing reasonable time for arrival

• Making attempts to contact you through the app

Our drivers’ time, fuel, and effort are real costs, and we take delivery commitments seriously.

2. Customer Availability at Delivery

Customers are responsible for being available at the delivery location during the delivery window shown in the app.

If a driver arrives and:

• You are not present, and

• You do not respond to in-app messages or calls, and

• The driver has made reasonable attempts to reach you

then the delivery will be considered unsuccessful.

In these situations, the order will be returned, and you will be charged for the return delivery.

This charge covers the driver’s time and the cost of returning the order. It is not a penalty — it is a necessary operational cost.

3. Age-Restricted Items (Mandatory ID Check)

Certain items on Monochrome are legally age-restricted. These may include, but are not limited to:

• Alcohol

• Tobacco or nicotine products

• Any item requiring age verification by law

To receive these items, you must present valid government-issued identification at the time of delivery.

If:

• You are unable to provide valid ID, or

• The ID does not meet legal or platform requirements

the driver cannot hand over the items.

In this case:

• The order will be returned

• You will be charged for the return delivery

This is a legal requirement and is non-negotiable. Drivers are not permitted to make exceptions.

4. Why Return Charges Apply

Return charges apply because:

• A driver was dispatched specifically for your order

• Time and fuel were used to attempt delivery

• The driver must return the items safely

• The platform incurs operational costs

Monochrome cannot absorb these costs when a delivery fails due to customer unavailability or missing identification.

5. How to Avoid Return Charges

To ensure a smooth delivery experience:

• Be present at the delivery location on time

• Keep your phone nearby and notifications enabled

• Respond promptly to driver messages or calls

• Have valid ID ready for age-restricted items

• Ensure someone else can receive the order if you are unavailable

6. Our Approach to Fairness

This policy exists to protect:

• Customers who receive their orders on time

• Drivers who should not lose income due to delays or no-shows

• The integrity and sustainability of the Monochrome platform

We aim to be fair, transparent, and consistent in how deliveries are handled.

7. Agreement to This Policy

By placing an order on Monochrome, you acknowledge and agree to this Delivery Availability & Return Policy. Failure to comply may result in return charges and, in repeated cases, account restrictions.

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