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Shipping policy

This Shipping & Delivery Policy explains how GOCHES handles the delivery of orders, including delivery zones, fees, timeframes, rider conduct, and what happens when a delivery cannot be completed. Please read this policy carefully before placing an order.

1. How Delivery Works on GOCHES

GOCHES operates as a technology and logistics platform connecting customers with local restaurants, grocery stores, pharmacies, convenience stores, and other retail partners. Once you place an order, it is prepared by the partner and collected by an independent rider who delivers it to your specified address.

The delivery process follows these stages:

  1. Order Placed — You submit your order and payment is taken.
  2. Partner Notified — The restaurant or partner receives and accepts the order.
  3. Preparation — The partner prepares your order.
  4. Rider Assigned — A nearby rider is matched to your order.
  5. Rider Collects — The rider picks up the order from the partner.
  6. Out for Delivery — The rider travels to your delivery address.
  7. Delivered — The order is handed to you or left at a safe location as instructed.

You can track each stage in real time through the GOCHES app.

 

2. Delivery Zones

GOCHES operates within defined delivery zones. Delivery availability depends on:

  • Your delivery address being within the serviceable radius of a partner.
  • Active riders being available in your area at the time of ordering.
  • The partner being open and accepting orders.

Delivery zones are shown automatically in the app based on your location. If a partner or area is not available for delivery to your address, it will not appear in your search results.

GOCHES continuously works to expand its delivery zones. Availability may vary by time of day, day of the week, and local rider supply.

 

3. Delivery Fees

3.1 Standard Delivery Fee

A delivery fee is charged per order and displayed clearly at checkout before payment. The fee is calculated based on factors including:

  • Distance between the partner and your delivery address
  • Current demand and rider availability in your area
  • Time of day (peak hours may carry higher fees)
  • Partner-specific delivery pricing
  • Order value (some partners offer free delivery above a minimum spend)

3.2 Surge Pricing

During periods of high demand (such as lunch hours, evenings, weekends, or bad weather), delivery fees may increase temporarily. This is known as surge pricing. The current delivery fee will always be shown at checkout so you can review it before confirming your order.

3.3 Free Delivery

Free delivery may be available in the following situations:

  • Your order meets a minimum spend threshold for free delivery.
  • You are a GOCHES Plus or subscription member (subject to subscription terms).
  • A promotional code or offer granting free delivery has been applied.
  • GOCHES runs a platform-wide free delivery campaign.

3.4 Small Order Fee

Orders below a minimum basket value may attract an additional small order fee. This will be shown clearly at checkout before payment is taken.

 

4. Estimated Delivery Times

An estimated delivery time is displayed at checkout and updated in real time through the app. Delivery time estimates are based on:

  • The partner's current preparation time
  • Distance between the partner and your address
  • Current rider availability and routing
  • Traffic and road conditions
  • Weather conditions
  • Order complexity or size

Estimated delivery times are approximate and not guaranteed. GOCHES will always aim to deliver as quickly as possible, but actual delivery times may be shorter or longer than the estimate.

If your order is taking significantly longer than estimated, you can check the live tracking in the app or contact our support team.

 

5. Real-Time Order Tracking

Once a rider is assigned to your order, you can track the delivery in real time through the GOCHES app. Tracking shows:

  • The rider's current location on a live map
  • Estimated time of arrival (ETA)
  • Rider name and contact option

Push notifications will be sent at key stages, including when your order is accepted, when the rider collects it, and when it is nearby.

 

6. Delivery Address

6.1 Providing an Accurate Address

You are responsible for providing a complete and accurate delivery address, including:

  • Full street address and postcode
  • Flat or apartment number where applicable
  • Building name or floor number if needed
  • Access codes, intercom numbers, or gate codes if required
  • Any specific delivery instructions for the rider

You can add delivery instructions in the Notes to Rider field when placing your order.

6.2 Incorrect Address

If an order cannot be delivered because the address provided is incorrect, incomplete, or unreachable and the customer cannot be contacted, the order may be cancelled without a refund. GOCHES will make reasonable attempts to contact you before taking this action.

6.3 Address Changes After Ordering

Delivery addresses cannot be changed once an order has been accepted by a partner. If you need to change your address, please contact support immediately. Address changes are only possible before the rider collects the order and cannot be guaranteed.

 

7. Delivery Methods

7.1 Doorstep Delivery

By default, orders are delivered to your door. The rider will knock or ring the doorbell and hand the order directly to you or another person at the address.

7.2 Leave at Door (Contactless Delivery)

You may request contactless delivery by selecting Leave at Door in the delivery options or noting it in the rider instructions. In this case:

  • The rider will leave the order at your door and take a photo as confirmation.
  • GOCHES and the rider are not responsible for the order once it has been left as instructed.
  • Leave at door is not available for orders containing age-restricted items, which require in-person ID verification.

7.3 Collection Points

Where available, GOCHES may offer the option to collect your order from a designated collection point. Collection details will be provided in the app at the time of ordering.

 

8. Failed Deliveries

A delivery is considered failed if:

  • The rider arrives at the address and cannot gain access.
  • The recipient is not present and cannot be contacted after reasonable attempts.
  • The delivery address is inaccessible (locked gate, no intercom, unsafe access, etc.).
  • The rider is refused entry by building security or management.

In the event of a failed delivery:

  1. The rider will attempt to contact you by phone through the app.
  2. GOCHES may also send a notification asking you to respond.
  3. If contact is not made within a reasonable waiting time (typically 5 to 10 minutes), the rider may leave the premises.
  4. Perishable items such as food cannot be held indefinitely. If uncollected, the order may be discarded.

Refunds for failed deliveries caused by the customer (wrong address, unavailable recipient) are at GOCHES discretion and may not be issued. If the failure was caused by GOCHES or the rider, a full refund will be issued.

 

9. Age-Restricted Deliveries

Orders containing age-restricted items (such as alcohol, tobacco, vape products, or certain medicines) require in-person identity verification at the point of delivery.

  • The rider is required by law to verify the age of the recipient before handing over restricted items.
  • You must be 18 years of age or older and present a valid government-issued photo ID (passport, driving licence, or equivalent).
  • If you cannot produce valid ID, the rider will refuse to hand over the restricted items.
  • Contactless or leave-at-door delivery is not permitted for age-restricted orders.
  • If delivery of an age-restricted item is refused due to failed ID verification, no refund will be issued for that item.

 

10. Packaging and Order Condition

Partners are responsible for packaging orders securely to ensure items arrive in good condition. GOCHES requires partners to:

  • Use appropriate containers and packaging for the item type.
  • Seal bags and containers to maintain hygiene and prevent spillage.
  • Label orders clearly with correct contents.
  • Use insulated bags for hot or cold items where appropriate.

Riders are required to transport orders safely, keeping them upright, secure, and protected from weather conditions during transit.

If your order arrives damaged, spilled, or in an unacceptable condition, please report it through the app within 24 hours of delivery.

 

11. Delivery During Poor Weather or Exceptional Circumstances

GOCHES operates in most weather conditions, but delivery services may be affected by:

  • Severe weather (heavy snow, flooding, storms, extreme heat)
  • Major road closures or traffic incidents
  • Public events causing significant congestion
  • National emergencies or civil disturbances
  • Force majeure events beyond GOCHES control

During such events, estimated delivery times may increase significantly. GOCHES will communicate delays through the app. In cases where delivery is not possible, orders may be cancelled and full refunds issued.

 

12. Rider Standards and Conduct

All riders on the GOCHES platform are required to:

  • Comply with all applicable road traffic laws and highway codes.
  • Handle orders with care during transit.
  • Maintain professional and respectful conduct with customers and partners.
  • Use an insulated delivery bag to preserve food temperature.
  • Not tamper with, open, or consume any part of an order.
  • Protect customer personal data and delivery information at all times.
  • Follow GOCHES delivery and safety guidelines.

If you experience unprofessional conduct from a rider, please report it through the app or contact our support team. GOCHES takes all such reports seriously and may suspend or remove riders found to be in breach of these standards.

 

13. Multi-Restaurant or Multi-Basket Orders

Where GOCHES supports ordering from multiple partners in a single basket or checkout:

  • Each partner's portion of the order may be assigned to a separate rider and delivered independently.
  • Delivery fees may apply separately for each partner's portion.
  • Estimated delivery times may differ between portions of the same order.
  • Each portion will be tracked separately in the app.

 

14. Scheduled and Pre-Order Deliveries

Where available, GOCHES allows customers to schedule an order for a future time slot.

  • Scheduled orders are processed and prepared closer to the selected time slot, not immediately.
  • The delivery window is an estimate. Actual delivery may vary by a few minutes.
  • Scheduled orders can be cancelled free of charge up to 1 hour before the scheduled delivery time (see Cancellation Policy).
  • GOCHES does not guarantee the availability of all partners for future time slots at the time of ordering.

 

15. Delivery to Restricted or Special Locations

GOCHES riders can deliver to most residential and commercial addresses. However, delivery may not be possible or may require additional instructions for certain locations, including:

  • Gated communities or estates requiring access codes
  • High-security buildings or government premises
  • Hotels (please provide room number in delivery instructions)
  • Hospitals or care facilities (subject to visitor access rules)
  • University campuses or office parks with restricted access
  • Addresses accessible only by foot or with no vehicle access nearby

Please include detailed access instructions in the Notes to Rider field when placing your order to avoid delivery issues.

 

16. Contactless and Safe Delivery Options

GOCHES supports safe and contactless delivery for customers who prefer minimal contact. Options include:

  • Leave at Door — Rider leaves the order at your door and you will see photo confirmation in order detail screen.
  • Meet at Door — Rider knocks and waits at the entrance of your building.
  • Meet Outside — Customer meets the rider at the building entrance or street level.
  • Avoid Calling Me — Rider leaves the order at your door and you will see photo confirmation in order detail screen.

These preferences can be set in the delivery instructions at checkout. Note that leave-at-door is not available for age-restricted items.

 

17. Liability for Delivery

GOCHES acts as an intermediary logistics platform. The following liability terms apply:

  • Partners are responsible for the quality, accuracy, and packaging of orders at the point of handover to the rider.
  • Riders are responsible for the safe transport of orders from the partner to the customer.
  • GOCHES is responsible for the overall coordination of the delivery process.
  • GOCHES is not liable for delays or failures caused by circumstances beyond its reasonable control, including traffic, weather, or force majeure events.
  • GOCHES total liability for a failed or unsatisfactory delivery shall not exceed the value of the affected order.

 

18. Changes to This Policy

GOCHES may update this Shipping & Delivery Policy from time to time to reflect changes in operations, services, or legal requirements. The latest version will always be published at https://goches.co.uk/shipping-policy Continued use of GOCHES services after any changes constitutes your acceptance of the updated policy.

 

19. Contact Us

If you have any questions about this policy or need help with a delivery issue, please contact us:

Goches Ltd
Harrow, London, United Kingdom
Support Email: support@goches.co.uk
Website: https://goches.co.uk

Version : May 2026