LIVWELL Delivery and Pickup Policy

LIVWELL provides delivery and pickup only in the areas and at the locations displayed during checkout. Delivery orders accepted by LIVWELL are delivered on the same calendar day they are placed, within the delivery window shown before payment. The order must be placed before the displayed cut-off, and acceptance depends on the selected address, available stock, kitchen capacity, slot capacity and delivery availability. Pickup readiness windows and any fees are also shown before you pay. Unless stated otherwise, all dates and times use Sri Lanka Standard Time, Asia/Colombo.

Your order confirmation records your selected service date, delivery address or pickup point, and fulfilment window. Contact [email protected] / +94767019359 immediately if any detail is incorrect. Changes depend on preparation status, service availability and any clearly explained additional cost that you agree to in advance.

Provide a complete address, working contact number and relevant access instructions. A recipient must be available during the selected delivery window. Estimated arrival times can change because of traffic, weather or operational problems. We will communicate a material delay where practical and explain your options if we cannot meet an agreed delivery commitment.

The driver may contact you through the number on the order. A handover code or other disclosed verification method may be required. Only share a handover code with an authorised recipient when appropriate; do not share account passwords or payment OTPs with a driver.

We will leave an order unattended only where you expressly authorise a reasonably safe location and unattended delivery is suitable for the product. If we cannot safely complete handover, we will attempt to contact you and explain the next step. A delivery status entry alone does not remove your right to dispute non-delivery.

If the recipient cannot be contacted, access is unavailable or an address is incorrect, we will make the reasonable contact attempts described in the order instructions. Redelivery is subject to food safety, route availability and any additional fee disclosed and accepted in advance.

We will explain whether collection, cancellation or disposal is necessary. Any amount retained for a customer-caused failure must be lawful, proportionate and based on the disclosed terms and circumstances. If the failure is caused by us or our fulfilment provider, the Cancellation and Refund Policy applies without charging you for the failed attempt.

Collect your order from the point and within the window shown in the confirmation. Bring the order reference and the requested pickup code or QR code. Another person may collect for you if they have the correct authorisation and handover details. Do not send them access to your whole account.

Please check the items at handover when practical. Tell pickup staff or support promptly about a missing item, incorrect meal, broken seal or other concern. Accepting an order does not waive rights for a problem discovered later.

If you expect to be late, contact us. We may be unable to hold food beyond its safe collection period or arrange a later collection. An uncollected meal may need to be discarded for safety. Refund treatment depends on the disclosed cancellation terms and the reason for non-collection; we will explain the decision.

Follow the storage, use-by and reheating instructions supplied with the meal. Refrigerate or consume it as directed and avoid leaving perishable food in unsuitable conditions. Do not reheat or consume food if its condition, label or packaging indicates it may be unsafe.

Our responsibility for safe preparation, suitable packaging and appropriate transport remains governed by applicable law. A request to handle food safely does not excuse a defect that existed before handover.

If weather, flooding, a site closure or another disruption prevents safe fulfilment, we will contact you where practical and offer a suitable alternative or the refund due. Contact [email protected] / +94767019359 with your order reference for delivery or collection issues. See our Cancellation and Refund Policy for remedies.