Delivery Policy
Where Musuwo delivers, who actually carries it, and what happens when it goes wrong.
Where
Mutare only. Musuwo does not deliver nationwide and does not claim to.
Who carries it
At this version, delivery is arranged by the merchant, or the customer collects. Musuwo's own rider network is not operating.
When Musuwo does carry orders itself, this page will say so and the order will show which applies.
What it costs
Where Musuwo prices a delivery, the price is by road distance from the merchant to the address, in bands. The fee is calculated before you commit, shown before you commit, and frozen onto the order - so a later change to the tariff never re-prices an order already placed.
The order screen shows how the fee was reached: the distance, the band and the tariff version.
There are no hidden delivery charges added later. Charges that can arise after an order is agreed - long waiting time, a second delivery attempt, returning goods to the merchant - are set out before they apply and recorded with a reason.
Times
Delivery times are estimates, not guarantees.
Getting the address right
Type the address, and add directions if it is hard to find. You can drop a pin if you want to be precise; you do not have to, and Musuwo does not track your location in the background.
An address that cannot be found is the most common reason a delivery fails.
If nobody is there
The person delivering will try to reach the recipient or the alternative contact. If nobody can be reached, the order goes back to the merchant and a second attempt may be chargeable.
Damaged or missing
Tell the merchant, and tell support@musuwo.online, as soon as you can, with photographs where possible. See the Refund Policy.
Perishables
Food should be handed to somebody. Leaving it at a gate is not a delivery.
Disputes
Start with support@musuwo.online. Where there is a record of what happened - proof of delivery, timings, the frozen fee - Musuwo will use it.