Delivery Incidents & Claims Procedure

Effective Date: 8 May 2026 · Version 1.0

This Procedure sets out what couriers must do when a delivery incident occurs — including lost, damaged, or stolen consignments — and how Vyete investigates, determines liability, and processes any resulting claims. It forms part of the Courier Distribution Agreement.

1. Scope

This Procedure covers the following incident types:

| Incident Type | Definition | |---|---| | Lost consignment | A parcel that cannot be accounted for after a delivery attempt and is not returned to the originating shop | | Damaged consignment | A parcel or its contents that arrive at the recipient in a damaged condition attributable to handling or transit | | Failed delivery | A delivery that could not be completed within the run's service level | | Incorrect delivery | A consignment delivered to the wrong address or wrong recipient | | Theft | A consignment stolen from the courier's vehicle or person during a run | | Road traffic accident | An incident involving the courier's vehicle during a run that results in damage to a consignment or third-party property |

2. Immediate Response

2.1 What to Do at the Time

If an incident occurs during a run:

Ensure personal safety first. If there has been an accident or robbery, move to safety before doing anything else.
Do not abandon the run without first marking it in the Courier App.
Document the scene where it is safe to do so — take photographs of:
- Damaged parcel(s) before moving them.
- The delivery location (if incorrect delivery or failed delivery).
- Any accident scene (vehicle position, road conditions, damage).
- Your vehicle if it is involved.
Mark the incident in the Courier App under Active Run → Report Issue and select the appropriate incident type.
Contact dispatch via the in-app support button for guidance on how to proceed.

2.2 Reporting Deadline

All incidents must be reported via the Courier App within 2 hours of occurrence. Reports made after this window may not qualify for Vyete's protective provisions and may affect the outcome of any liability assessment.

3. Evidence Requirements by Incident Type

The quality of your evidence directly affects the outcome of any claim investigation. The following evidence is required for each incident type:

3.1 Lost Consignment

Last GPS coordinates from the Courier App showing where the parcel was last in your possession.
Photographic confirmation of collection at pickup (timestamped).
Any communications with the recipient or shop regarding the delivery.
Statement of what happened to the parcel.

3.2 Damaged Consignment

Photographs of the damaged parcel and its contents before any further handling.
Photographs of the outer packaging showing the condition at collection (if available).
Details of any handling event that may have caused the damage (e.g., a bump, sudden stop).
If damage was noted at collection, confirmation that it was flagged in the app at that point.

3.3 Failed Delivery

Attempted delivery record in the Courier App (timestamped).
Photograph of the delivery address at the time of the attempt.
Any contact attempts with the recipient (in-app call log).
Reason the delivery could not be completed.

3.4 Incorrect Delivery

POD photograph showing where the parcel was left or signed for.
Recipient name or address details as entered at delivery.
Contact attempts with the intended recipient.

3.5 Theft

Police crime reference number (a police report must be filed within 24 hours of the theft).
Description of circumstances, time, and location.
Whether the vehicle was locked and the parcel secured.
Any witness information.

3.6 Road Traffic Accident

Police report reference number (required where third parties are involved or where required by law).
Photographs of all vehicles, damage, and the scene.
Third-party driver details (name, vehicle registration, insurance).
Witness details if available.
Insurance claim reference from your motor insurer.

4. Investigation Process

4.1 Initiation

Vyete's Courier Operations team initiates a formal investigation when an incident report is received. You will receive an acknowledgement with a case reference within 1 business day.

4.2 Information Gathering

The investigator will:

Review your submitted evidence and Courier App data (GPS track, POD records, app activity log).
Contact the shop and/or recipient for their account of the incident.
Review communications related to the run.
Request additional evidence or a written statement from you if needed.

You must respond to information requests within 3 business days.

4.3 Investigation Timeline

| Incident Type | Target Decision Timeline | |---|---| | Failed delivery | 5 business days | | Incorrect delivery | 5 business days | | Damaged consignment (low value) | 7 business days | | Damaged consignment (high value, > 10,000 local currency) | 15 business days | | Lost consignment | 15 business days | | Theft (pending police report) | 21 business days or receipt of police report | | Road traffic accident | 21 business days |

Vyete will update you on investigation progress at least every 7 days.

5. Liability Determination

5.1 Courier Liability

You are liable for consignment loss or damage where the investigation finds that:

The loss or damage resulted from your failure to comply with the Courier Distribution Agreement, Code of Conduct, or Vehicle & Equipment Standards.
The parcel was in your possession at the time of loss or damage and you cannot account for it.
You failed to follow the correct proof of delivery procedure and the consignment cannot be traced.
The loss or damage resulted from leaving the consignment unsecured or in an inappropriate location.

5.2 No Courier Liability

You are not liable where the investigation determines that:

The damage was present at collection and was documented in the app at that time.
The loss or damage was caused by a defect in the consignment's own packaging that you could not reasonably have identified.
The loss or damage resulted from a road traffic accident caused entirely by another party (subject to your insurer's assessment).
The theft occurred despite you taking all reasonable security precautions and you reported it promptly.
The incorrect delivery resulted from an error in the platform's routing or the consignment label.
The incident was caused by force majeure (natural disaster, extreme weather) beyond your control.

5.3 Shared Liability

Where both courier fault and other contributing factors are present, Vyete may apportion liability proportionally. The apportionment will be explained in the investigation decision.

6. Financial Consequences

6.1 Deductions for Courier Liability

Where the courier is found fully or partially liable, the following maximum deductions apply per incident:

| Consignment Value | Maximum Deduction (full courier liability) | |---|---| | Below 5,000 local currency | 100% of consignment value | | 5,001–20,000 local currency | 100% of consignment value | | Above 20,000 local currency | Subject to goods-in-transit insurance proceeds and agreed cap in Distribution Agreement |

Deductions are made from your next payout after the investigation is concluded and you have been notified.

6.2 Deduction Limits

No single deduction may exceed 25% of your gross earnings in the prior 30-day period. Where the full deduction exceeds this cap, the remainder is spread over subsequent payout periods (maximum 3 months). In cases of deliberate theft or fraud, this cap does not apply.

6.3 Insurance Recovery

Where you have valid goods-in-transit insurance, Vyete will work with you to ensure your insurer is notified promptly. Insurance proceeds received by the courier that relate to a Vyete consignment must be applied to offset any outstanding deduction before being retained by the courier.

7. Appealing a Decision

If you disagree with the outcome of an investigation — whether the liability finding or the financial deduction — you may appeal within 14 calendar days of receiving the written decision.

7.1 How to Appeal

Submit your appeal via [email protected] with:

Your case reference number.
The specific finding(s) you are disputing.
New or additional evidence not previously considered.

7.2 Appeal Review

Appeals are reviewed by a senior member of the Courier Operations team who was not involved in the original investigation. A decision will be issued within 10 business days. The appeal decision is Vyete's final internal determination.

7.3 External Options

If your appeal is unsuccessful and you believe the decision is materially unfair, you may refer the matter to an applicable commercial dispute resolution body or seek independent legal advice.

8. Repeat Incidents

Couriers with a pattern of incidents — regardless of individual liability outcomes — may be subject to additional training requirements or temporary assignment restrictions as a risk management measure. Vyete will communicate any such measures in writing before applying them.

9. Serious Incidents

9.1 High-Value Consignments

Runs involving consignments above a stated value threshold (communicated in the run brief) are subject to enhanced handling requirements set out in the run instructions. Non-compliance with those requirements may result in automatic liability for loss on such runs.

9.2 Pharmaceutical and Sensitive Goods

Loss or damage to pharmaceutical consignments triggers notification obligations under applicable health and safety regulations. Vyete will manage regulatory notification; couriers must cooperate fully with information requests.

10. Contact

To report an active incident: Courier App → Active Run → Report Issue

For post-incident case management: [email protected]

For appeals: [email protected]