Shipping/Service Policy

Effective Date: January 2025
Last Updated: January 2025

1. Introduction

At VitoFarms, we facilitate connections between poultry farmers (sellers) and poultry transporters (buyers) through our B2B marketplace platform. This Shipping/Service Policy outlines the guidelines and responsibilities regarding transportation and delivery services for orders placed through our platform.

By using our services, you agree to comply with this policy. We strongly recommend that all users read and understand these guidelines before placing or accepting orders.

2. Platform Non-Involvement in Shipping Services

2.1 No Direct Shipping Services

Important Notice:

• VitoFarms is NOT involved in any shipping or transportation services upon order creation
• We do not provide, arrange, manage, or coordinate shipping services
• We do not own, operate, or contract with any transportation companies
• Our platform serves solely as a marketplace facilitator connecting buyers and sellers

2.2 User Responsibility

• All shipping and transportation arrangements are the sole responsibility of the users (buyers and sellers)
• Users must make their own arrangements for order pickup and delivery
• VitoFarms is not liable for any shipping-related issues, delays, or damages

3. Transportation Arrangement Options

3.1 Negotiation on Platform

Our platform provides a negotiation system where buyers and sellers can discuss and agree upon transportation arrangements:

• Platform Negotiation: Users can negotiate transportation terms directly through our platform messaging system
• Transparent Communication: All negotiations are recorded on the platform for transparency and dispute resolution
• Mutual Agreement Required: Transportation arrangements must be agreed upon by both parties through the platform

3.2 Transportation Service Options

Users have the flexibility to arrange transportation in the following ways:

Option 1: Buyer Provides Transportation

• Buyer arranges and provides their own transportation
• Buyer is responsible for pickup from the seller's location
• Buyer handles all transportation costs and logistics

Option 2: Seller Provides Transportation

• Seller arranges and provides transportation for delivery
• Seller is responsible for delivering the order to the buyer
• Seller handles all transportation costs and logistics

Option 3: Third-Party Transportation

• Either party may arrange third-party transportation services
• The arranging party is responsible for coordinating with the transportation provider
• All agreements and costs are between the users and the transportation provider

3.3 Mutual Agreement Requirement

Critical Requirement:

• Transportation arrangements MUST be agreed upon by mutual consent between buyer and seller
• Agreements should be finalized through the platform's negotiation system
• Both parties must confirm the transportation arrangement before order completion
• Verbal agreements outside the platform are not recognized for dispute resolution purposes

4. User Responsibilities

4.1 Buyer Responsibilities

When arranging transportation, buyers are responsible for:

• Communication: Clearly communicating transportation needs and preferences
• Coordination: Coordinating pickup times and locations with sellers
• Own Transportation: If providing own transport, ensuring timely arrival and proper handling
• Third-Party Arrangements: If using third-party services, managing the relationship and ensuring service quality
• Payment: Paying for transportation services as agreed with the seller or transportation provider

4.2 Seller Responsibilities

When arranging transportation, sellers are responsible for:

• Communication: Clearly communicating delivery capabilities and requirements
• Coordination: Coordinating delivery times and locations with buyers
• Own Transportation: If providing delivery service, ensuring timely delivery and proper handling
• Third-Party Arrangements: If using third-party services, managing the relationship and ensuring service quality
• Cost Management: Managing transportation costs as agreed with the buyer

5. Reporting Transportation Issues

5.1 User Rights to Report

VitoFarms provides users with the right to report transportation-related issues through our platform:

Reportable Issues Include:

• Late delivery or pickup
• Damaged goods during transportation
• Failure to provide agreed transportation services
• Miscommunication regarding transportation arrangements
• Unprofessional behavior by transportation providers
• Any other transportation-related problems

5.2 How to Report

To report transportation issues:

1. Access Order Details: Navigate to the specific order in your account
2. Report Function: Use the report button on the order detail page
3. Provide Details: Include:
   • Nature of the issue
   • Timeline of events
   • Relevant communication records
   • Photos or evidence when applicable
4. Contact Support: For urgent matters, contact our support team directly at: 03156736069

5.3 Reporting Timeline

• Immediate Reporting: Report issues as soon as they occur
• Within 24 Hours: For late delivery issues, report within 24 hours of the scheduled delivery/pickup time
• Documentation: Keep all relevant documentation and communication records

6. Platform Actions on Reported Issues

6.1 Investigation Process

When transportation issues are reported:

1. Review: Our support team reviews the reported issue and gathers information from both parties
2. Investigation: We examine platform communication records, order details, and evidence provided
3. Resolution: Appropriate action is taken based on the investigation findings

6.2 Types of Actions

The platform may take the following actions based on reported issues:

Account Actions:

• Account warnings for minor violations
• Temporary account restrictions for repeated issues
• Permanent account suspension for serious violations

Platform Actions:

• Mediation between parties
• Adjustment of user ratings
• Documentation of issues for future reference
• Recommendations for resolution

Service Fee Adjustments:

• In cases where transportation issues affect order completion, service fee policies may apply as outlined in our Return/Refund Policy

6.3 Dispute Resolution

For transportation-related disputes:

• Mediation: We facilitate communication and mediation between parties
• Evidence Review: All platform communication and evidence is reviewed
• Fair Resolution: Decisions are made based on available evidence and platform policies
• Final Decision: Platform decisions are final and binding

7. Best Practices

7.1 Communication Guidelines

To avoid transportation issues:

• Clear Communication: Clearly communicate all transportation requirements and expectations
• Confirm Arrangements: Confirm transportation arrangements through the platform messaging system
• Document Agreements: Keep records of all transportation agreements and communications
• Timely Updates: Provide timely updates if transportation plans change

7.2 Transportation Planning

• Advance Planning: Plan transportation arrangements well in advance of order pickup/delivery
• Backup Plans: Have contingency plans in case of transportation issues
• Professional Services: Use reputable transportation providers when applicable
• Insurance: Consider transportation insurance for valuable orders

8. Limitations of Platform Responsibility

8.1 Platform Limitations

VitoFarms is NOT responsible for:

• Transportation delays or failures
• Damage to goods during transportation
• Transportation costs or disputes
• Actions of third-party transportation providers
• Communication failures between users and transportation providers
• Weather or external factors affecting transportation

8.2 User Liability

• Users are solely responsible for their transportation arrangements
• Users are liable for any damages or issues arising from their transportation choices
• Users must resolve transportation disputes directly with the responsible party
• Platform involvement is limited to facilitating communication and taking appropriate account actions

9. Transportation Service Providers

9.1 Third-Party Providers

If users engage third-party transportation providers:

• User Responsibility: Users are responsible for vetting and selecting transportation providers
• No Endorsement: VitoFarms does not endorse or recommend any specific transportation providers
• Direct Relationship: The relationship is directly between the user and the transportation provider
• Platform Not Liable: VitoFarms is not liable for the actions or failures of third-party providers

9.2 Transportation Agreements

• All transportation agreements are between users and transportation providers
• VitoFarms is not a party to these agreements
• Users should have clear written agreements with transportation providers
• Platform communication records can serve as evidence but do not constitute formal transportation contracts

10. Order Completion and Transportation

10.1 Order Status

• Orders are considered complete when goods are successfully picked up or delivered as agreed
• Transportation issues may affect order completion status
• Service fees are only charged upon successful order completion

10.2 Transportation Delays

In case of transportation delays:

• Communication: Both parties should communicate delays immediately
• Rescheduling: Parties may reschedule pickup/delivery through mutual agreement
• Reporting: Delays should be reported through the platform if they affect order completion
• Resolution: Parties should work together to resolve delay issues

11. Policy Updates

11.1 Changes to Policy

• We reserve the right to update this policy at any time
• Significant changes will be communicated to users via email or platform notifications
• Continued use of the platform after policy updates constitutes acceptance of the new terms
• The "Last Updated" date at the top of this policy indicates the most recent revision

11.2 Contact Information

For questions or concerns regarding this Shipping/Service Policy, please contact our support team through the platform or email us at hi.vitofarms@gmail.com or call us at: 03156736069.

12. Acceptance of Policy

By using VitoFarms, you acknowledge that you have read, understood, and agree to be bound by this Shipping/Service Policy. You understand that:

• VitoFarms is not involved in shipping or transportation services
• You are responsible for arranging your own transportation
• Transportation agreements must be made through mutual consent on the platform
• You have the right to report transportation issues
• The platform will take appropriate action on reported issues

If you do not agree with any part of this policy, you should not use our platform.

---

Note: This policy is designed to clarify transportation responsibilities and protect all parties. We encourage all users to communicate clearly and arrange transportation services responsibly.