Delivery, Shipping & Service Fulfilment Policy

This Delivery, Shipping & Service Fulfilment Policy explains how products, bookings, tickets, documents, tourism services, experiences and other services purchased or reserved through the Janded platform are delivered or fulfilled.

Janded is a digital tourism, commerce and marketplace platform connecting customers with participating merchants, tourism operators, accommodation providers, transport providers, experience providers, guides, artisans and other service providers.

Because Janded facilitates different types of transactions, the meaning of “delivery” may vary depending on the product or service purchased.

This Policy applies to transactions made through Janded, including, where applicable:

• Tourism and travel services
• Accommodation reservations
• Transportation and transport-related bookings
• Tours, excursions and experiences
• Event tickets and activity bookings
• Digital vouchers, confirmations and booking documents
• Physical products sold by participating merchants
• Artisan and cultural products
• Digital products or documents
• Other goods or services made available through the Janded platform

Specific delivery, collection, fulfilment or booking conditions may also be displayed on the relevant product, service or merchant page before the customer completes payment.

Where a transaction involves a digital product, ticket, voucher, booking confirmation, receipt or other electronic document, Janded may deliver it through:

• The customer's Janded account
• Email
• A digital download
• A booking confirmation page
• A digital voucher or ticket
• Another electronic method communicated to the customer

Digital delivery will normally occur after successful payment confirmation and processing of the relevant transaction.

Customers are responsible for providing accurate contact information and ensuring that their email address, telephone number and Janded account can receive relevant communications.

If a customer does not receive a required digital confirmation within a reasonable period after payment, the customer should contact Janded using the support details provided in this Policy.

For tourism and service transactions, delivery generally means the successful fulfilment of the booked service rather than the shipment of a physical product.

Depending on the transaction, fulfilment may include:

• Confirmation of an accommodation reservation
• Confirmation of a transport booking
• Issuance of a ticket or voucher
• Confirmation of a tour or excursion
• Provision of a guide or experience
• Provision of an agreed activity at the stated date and location
• Provision of another service described on the relevant listing

The applicable date, time, meeting point, check-in information, collection point or other fulfilment details will be communicated through the Janded platform, merchant listing, booking confirmation or other applicable transaction documentation.

The participating merchant or service provider is responsible for providing the purchased service in accordance with the confirmed booking and applicable terms.

Where Janded facilitates the sale of a physical product, the applicable product or merchant listing will specify, where relevant:

• Whether delivery is available
• Available delivery locations
• Estimated processing time
• Estimated delivery time
• Applicable delivery or shipping charges
• Available collection or pickup options
• Any applicable delivery restrictions

Delivery times are estimates unless a specific delivery date has been expressly guaranteed.

Delivery may be carried out by the participating merchant, a courier, transport company, logistics provider or another third-party delivery service.

Where shipping or delivery charges apply, the applicable charge will be displayed to the customer before completion of the transaction whenever technically applicable.

The customer will be responsible for any delivery charges expressly disclosed before payment.

Any additional charges imposed by third parties, customs authorities or other authorities, where legally applicable and not included in the displayed purchase price, may be the responsibility of the customer.

Customers are responsible for providing accurate and complete delivery information, including, where applicable:

• Full name
• Telephone number
• Delivery address
• Apartment, building or unit information
• Relevant access instructions
• Other information reasonably required to complete delivery

Janded or the relevant merchant may contact the customer where additional information is required to complete delivery.

Janded and the relevant merchant are not responsible for delays or failed delivery resulting from inaccurate, incomplete or outdated information supplied by the customer.

Where delivery cannot be completed because the customer is unavailable, provides an incorrect address, refuses delivery or otherwise prevents completion, the merchant or delivery provider may contact the customer to arrange another delivery attempt or collection.

Additional delivery charges may apply where they were reasonably incurred because of circumstances attributable to the customer and were disclosed or otherwise permitted by applicable law.

Where the customer does not respond or collect the item within the applicable period, the transaction may be treated in accordance with the applicable merchant, cancellation and refund conditions.

Estimated delivery and fulfilment times may be affected by circumstances outside the reasonable control of Janded or the relevant merchant, including:

• Traffic or transportation disruptions
• Weather conditions
• Natural disasters
• Government restrictions
• Public emergencies
• Strikes or labour disruptions
• Technical failures
• Courier or logistics delays
• Supplier delays
• Other circumstances beyond reasonable control

Janded will seek to facilitate communication between the customer and the relevant merchant or service provider where a significant delay becomes known.

Customers should inspect physical products as soon as reasonably possible after delivery.

If an item is damaged, missing, materially different from the description, or otherwise appears to have a fulfilment problem, the customer should contact Janded and/or the relevant merchant as soon as reasonably possible.

Customers may be requested to provide relevant information or evidence, such as:

• Order or booking reference
• Photographs of the item or packaging
• Description of the problem
• Delivery information
• Other information reasonably necessary to investigate the matter

Any replacement, refund or other remedy will be handled in accordance with the applicable merchant terms, Janded's Refund Policy and applicable law.

Where a merchant offers collection or pickup instead of delivery, the applicable listing or booking confirmation will provide the relevant collection information.

Customers may be required to present:

• Booking confirmation
• Order number
• Digital or physical voucher
• Identification where reasonably required
• Other information necessary to verify the transaction

Customers should collect goods or attend collection points within the period communicated by the merchant.

Where international delivery is offered, the available destination, delivery method and applicable charges will be communicated before completion of the transaction where technically applicable.

International deliveries may be subject to customs requirements, import restrictions, duties, taxes or other charges imposed by the destination country.

Unless expressly stated otherwise, such charges are not necessarily included in the price displayed on Janded.

Participating merchants and service providers are responsible for fulfilling the products or services they list on Janded.

This includes responsibility for, as applicable:

• Product availability
• Accurate product or service descriptions
• Preparation and packaging
• Delivery or service fulfilment
• Compliance with agreed booking conditions
• Quality and condition of goods
• Customer-facing operational requirements
• Compliance with applicable laws and regulations

Janded may facilitate communication, booking, payment processing, customer support and dispute resolution, but Janded does not assume responsibility for obligations that legally belong to the relevant merchant or service provider.

Janded operates as a digital platform and marketplace facilitating transactions between customers and participating merchants or service providers.

Unless expressly stated otherwise for a particular product or service, Janded does not manufacture, own, store, transport or directly provide goods or services offered by independent merchants or service providers.

Where a third-party merchant or service provider is responsible for delivery or fulfilment, that provider remains responsible for carrying out the relevant obligation.

Payments made through Janded may be processed through authorised payment infrastructure and payment service providers integrated with the Janded platform.

Janded does not represent itself as a bank or deposit-taking institution.

Where applicable, card payments may use secure payment tokenisation or other payment technologies supported by the relevant payment infrastructure. A payment token is not itself a customer cash balance or deposit held by Janded.

The customer will be shown the applicable transaction amount before completing payment, subject to any legally permitted adjustments or additional charges clearly disclosed before purchase.

Prices displayed on Janded will be presented in the applicable currency.

For prices displayed in Cabo Verde Escudos (CVE), thousands will be displayed using periods to reduce potential confusion. For example:

• 2.000 CVE
• 5.500 CVE
• 25.000 CVE

Any applicable delivery charges, service charges or other transaction costs will be displayed where applicable before the customer completes payment.

A transaction is considered confirmed when the customer receives an applicable confirmation from Janded or the relevant merchant/service provider, subject to successful payment and availability.

The confirmation may include:

• Booking reference
• Product or service purchased
• Date and time
• Quantity
• Location
• Merchant or service provider
• Delivery or collection information
• Applicable cancellation conditions
• Other relevant instructions

Customers should retain their booking confirmation until the transaction has been completed.

Delivery, fulfilment and cancellation issues may result in a refund, replacement, rescheduling or another remedy depending on the nature of the transaction.

Refunds and cancellations are governed by:

1. The applicable product or service terms;
2. The relevant merchant's cancellation conditions;
3. Janded's Refund Policy;
4. Any mandatory rights provided under applicable law.

Nothing in this Policy is intended to exclude rights that cannot lawfully be excluded.

Customers experiencing a delivery, fulfilment or booking problem should contact Janded as soon as reasonably possible.

When contacting support, customers should provide their order or booking reference where available.

Janded may update this Delivery, Shipping & Service Fulfilment Policy from time to time to reflect changes to the platform, services, merchants, payment infrastructure, operational procedures or applicable requirements.

The latest version will be published on the Janded website.

The version applicable to a transaction will generally be the version in force at the time the transaction is completed, subject to applicable law.

This Policy shall be interpreted in accordance with the laws applicable in Cabo Verde, subject to any mandatory consumer protection or other legal requirements applicable to a particular transaction.

Any dispute concerning this Policy or a transaction made through Janded shall be handled in accordance with Janded's applicable Terms & Conditions and the dispute-resolution mechanisms available under applicable law.

For questions concerning delivery, shipping or service fulfilment: