Shipping Policy
Company: MISMO PH Digital Solutions OPC
Effective Date: January 2026
Last Updated: January 2026
Scope: All delivery and shipping services facilitated through the MISMO Platform
1. POLICY OVERVIEW AND SERVICE DESCRIPTION
This Shipping and Delivery Policy ("Policy") governs all delivery and logistics services ("Delivery Services") facilitated through the MISMO Platform. MISMO provides a technology platform that connects Customers requesting delivery with independent third-party Service Providers ("Riders") who fulfill these deliveries. MISMO is not a logistics carrier, courier, or delivery service provider itself. The actual delivery service is performed by the Rider, who acts as an independent contractor.
By requesting a delivery through the Platform, you acknowledge and agree to this Policy in addition to our Terms and Conditions.
2. SERVICE AVAILABILITY AND COVERAGE
2.1 Initial Launch Area
Delivery Services are initially available within Tacloban City, Philippines. Specific barangays and zones within the city will be detailed within the Platform's service area map at the time of order placement.
2.2 Service Expansion
We plan to expand our service areas progressively across Eastern Visayas. The Platform will clearly indicate whether a specific delivery address is within our current service coverage. Orders cannot be placed to addresses outside the active service area.
2.3 Service Hours
Standard delivery hours are from 7:00 AM to 10:00 PM, seven days a week, including holidays. Certain Merchants or service types (e.g., pharmacy, 24-hour convenience stores) may have extended or 24/7 availability, which will be indicated on the Merchant's page. Delivery availability is subject to Rider availability in real-time.
3. ORDER PLACEMENT AND DELIVERY REQUEST PROCESS
3.1 Placing a Delivery Request
Customers may request delivery through the Platform by:
Selecting items from a Merchant for delivery.
Using the "Pa-Bili" (personal shopping) service to request purchase and delivery of items from unspecified stores.
Requesting parcel/document pickup and delivery.
All requests must include the complete and accurate pickup address, delivery address, recipient information, and any special instructions.
3.2 Order Confirmation and Acceptance
Submission of a delivery request is an offer to contract with a Rider. A contract is formed only when a Rider accepts your request through the Platform. You will receive a notification confirming Rider assignment, along with the Rider's name, photo, vehicle details, and real-time location tracker.
3.3 Order Modification and Cancellation
You may modify or cancel an order without charge only if a Rider has not yet accepted the request. Once a Rider has accepted, a cancellation fee may apply. If the Rider has already picked up the items, the order cannot be canceled, and full payment will be required. Modification of delivery address after Rider acceptance is subject to Rider approval and may incur additional fees.
4. DELIVERY TIMEFRAMES AND ESTIMATES
4.1 Estimated Time of Arrival (ETA)
The Platform provides an ETA upon Rider acceptance. This ETA is an estimate based on distance, traffic conditions, and other factors. It is not a guaranteed delivery time. ETAs may change due to unforeseen circumstances such as traffic, weather, road closures, or incorrect address information.
4.2 Delivery Time Windows
For scheduled deliveries, you may select a preferred delivery time window (e.g., "between 2:00 PM and 4:00 PM"). We will make reasonable efforts to meet this window but cannot guarantee exact timing. Riders will attempt to deliver within the selected window.
4.3 Factors Affecting Delivery Time
Delivery times may be extended due to: severe weather conditions, national or local holidays, road construction, traffic accidents, security situations, acts of God, force majeure events, or time required for the Rider to complete necessary shopping for "Pa-Bili" orders.
5. DELIVERY FEES AND PAYMENT TERMS
5.1 Delivery Fee Structure
Delivery fees are calculated based on a dynamic model that considers:
Base distance between pickup and drop-off points.
Current demand and Rider availability in the area.
Size and weight of the items (for larger/heavier parcels).
Any applicable toll fees or parking charges incurred by the Rider.
The total delivery fee, including any surge pricing, will be displayed clearly before you confirm the order.
5.2 Additional Charges
The following may incur additional fees, which will be communicated and require your approval before being applied:
Waiting Time: Fees apply if the Rider is kept waiting beyond the free waiting period (5 minutes for standard deliveries, 15 minutes for "Pa-Bili" shopping).
Return to Origin Fee: If delivery fails due to incorrect address or recipient unavailability, and the items must be returned to the Merchant.
Re-delivery Fee: For subsequent delivery attempts arranged after a failed first attempt.
Surcharge for Remote Areas: For deliveries to locations significantly outside standard urban zones.
5.3 Payment Methods
All delivery fees and item costs are paid electronically through the Platform using integrated payment gateways (GCash, Maya, credit/debit cards). Cash-on-Delivery (COD) may be offered for select Merchants or services, as indicated during checkout. Riders are not authorized to collect cash unless the COD option is explicitly selected and displayed in the order summary.
6. PACKAGING, HANDLING, AND ITEM RESTRICTIONS
6.1 Merchant Packaging Responsibility
Merchants are solely responsible for packaging items securely and appropriately for transport. For food items, this includes tamper-evident seals and secure packaging to prevent spills. MISMO and Riders are not liable for inadequate packaging provided by the Merchant.
6.2 Prohibited and Restricted Items
Riders may refuse to transport items that are:
Illegal under Philippine law.
Hazardous, flammable, or explosive materials.
Live animals (except service animals accompanying a person).
Perishable goods requiring specialized temperature control that the Rider cannot provide.
Extremely high-value items (jewelry, large sums of cash, original artwork) without prior arrangement and declared value.
Items that are excessively heavy (over 25kg), large, or bulky for the Rider's vehicle.
A full list of prohibited items is available in our Prohibited Items Guidelines.
6.3 Rider Handling Standard
Riders agree to handle all items with reasonable care, following general guidelines for safe transport. However, Riders are not professional movers or specialized cargo handlers. Customers and Merchants should not request transport of items that require professional handling.
7. DELIVERY PROCESS AND RECEIPT OF ITEMS
7.1 Proof of Pickup
For parcel and document deliveries, the Rider may capture a photo or scan a barcode at pickup as proof of collection. This record is stored in the Platform.
7.2 Delivery Completion Protocol
Delivery is complete when the items are handed to the recipient at the specified delivery address, or left at a designated safe location with the recipient's explicit prior consent via the Platform chat.
The Rider may request the recipient's name and/or a signature (digital or physical) for delivery confirmation.
For alcohol or age-restricted items, the Rider is required to verify the recipient's age via valid government-issued ID. If the recipient cannot provide valid ID, the Rider will refuse delivery and the order will be considered failed.
7.3 Failed Delivery Attempts
A delivery attempt will be considered failed if:
The recipient is not present at the delivery address.
The address provided is incorrect or insufficient.
The recipient refuses to accept the delivery.
The recipient cannot provide age verification for restricted items.
The premises are inaccessible or unsafe.
In case of a failed attempt, the Rider will contact you via the Platform. You will have the option to: provide corrected instructions (may incur a fee), schedule a re-delivery (incurs a re-delivery fee), or request the items be returned to the Merchant (incurs a return fee). Perishable items from restaurants may be disposed of after a failed delivery if re-delivery is not immediately feasible.
8. LOSS, DAMAGE, AND LIABILITY
8.1 Liability Framework
MISMO's liability is limited as stated in our Terms and Conditions. As a technology platform, we do not assume liability for loss or damage to items during delivery. The primary responsibility lies between the Merchant (as shipper) and the Rider (as carrier).
8.2 Rider Liability
Riders, as independent contractors, are responsible for exercising reasonable care. In the event of loss or damage clearly caused by a Rider's negligence, the Customer may file a claim through the Platform. MISMO will facilitate communication and may, at its sole discretion, withhold the Rider's fee to assist in resolution. The maximum liability attributed to a Rider for a lost or damaged order is limited to the verified value of the items, up to a cap of PHP 5,000 per delivery, unless additional declared value was arranged and paid for.
8.3 Customer's Responsibility for "Pa-Bili" Orders
For "Pa-Bili" (personal shopping) services, the Customer is solely responsible for providing accurate shopping lists. The Rider's responsibility is limited to purchasing the specified items. The Rider is not responsible for the quality, freshness, or suitability of items purchased on the Customer's behalf. Disputes regarding incorrect items must be resolved directly with the retail store, with the receipt provided by the Rider.
8.4 Claims Process
To file a claim for lost or damaged items:
Report the issue via the Platform's help center or the specific order page within 2 hours of delivery completion.
Provide clear photos of the damaged items, packaging, and any other relevant evidence.
For lost items, cooperate with the investigation.
All claims are investigated on a case-by-case basis. We aim to provide an initial response within 24 hours and resolve claims within 5-7 business days.
9. CUSTOMER AND RECIPIENT RESPONSIBILITIES
9.1 Accurate Information
You are responsible for providing complete, accurate, and legible pickup/delivery addresses, recipient names, and contact numbers. You are liable for any additional costs incurred due to incorrect information.
9.2 Recipient Availability
Ensure the recipient is available at the delivery address during the estimated delivery time. For contactless delivery, you must provide specific, safe instructions.
9.3 Safety and Conduct
You and your recipients must not request Riders to violate traffic laws, enter unsafe areas, or perform tasks outside the scope of delivery (e.g., assembly, installation). Harassment or abuse of Riders will result in immediate account termination.
10. MODIFICATIONS TO POLICY
MISMO reserves the right to modify this Shipping and Delivery Policy at any time. Changes will be effective upon posting the revised Policy on the Platform. Material changes will be communicated to active Users via email or in-app notification at least 7 days prior to taking effect. Your continued use of the Delivery Services after the effective date constitutes acceptance of the changes.
11. CONTACT FOR DELIVERY ISSUES
For questions, disputes, or issues regarding a specific delivery:
MISMO Customer Support
Email: [support@mismo.ph]
Hotline: [Insert Customer Support Hotline]
In-App Support: Via the Help Center in your account
Please have your order number ready for faster resolution.