SHIPPING & DELIVERY POLICY

Effective Date: July 18, 2026
Last Updated: July 18, 2026

This Shipping and Delivery Policy explains how FyreFood processes, prepares, dispatches, and delivers orders placed through our official website, social media accounts, messaging channels, partner platforms, or other authorized ordering channels.

By placing an order with FyreFood, the customer acknowledges and agrees to the terms stated in this policy.

1. Delivery Service Coverage

FyreFood primarily delivers within Iloilo City and selected nearby areas that are within our operational delivery coverage.

Delivery availability depends on:

• The customer’s complete delivery address;

• Distance from the FyreFood kitchen or designated preparation site;

• Availability of delivery riders;

• Order quantity and type;

• Traffic and road conditions;

• Weather conditions;

• Delivery schedules and cut-off times; and

• Other operational considerations.

Orders outside our standard delivery area may be accepted subject to prior confirmation and additional delivery charges.

FyreFood reserves the right to decline or reschedule deliveries to locations that are inaccessible, unsafe, restricted, or outside the available service coverage.

2. Delivery Options

2.1 Scheduled Batch Lunch Delivery

FyreFood offers scheduled batch delivery for office lunch orders, workplace meal programs, group orders, and partner establishments.

The standard lunch delivery window is generally:

Monday to Friday: 11:00 AM to 12:30 PM

Orders must be placed and confirmed before the applicable daily cut-off time communicated through our website, daily menu, or official ordering channels.

Batch delivery orders may be grouped with other deliveries within the same building, office, institution, or delivery area.

The delivery window is an estimated period and not an exact arrival time. Customers are encouraged to place orders early, particularly for meetings, company events, school programs, or activities with fixed meal schedules.

2.2 Regular or On-Demand Delivery

Orders requested outside the scheduled batch delivery period may be accepted depending on:

• Kitchen operating hours;

• Menu and product availability;

• Rider availability;

• Delivery location; and

• Estimated preparation and travel time.

Regular or on-demand deliveries may be subject to a separate delivery charge.

2.3 Office and Group Orders

Office, corporate, institutional, school, and group orders may qualify for scheduled or consolidated delivery arrangements.

Free or discounted delivery may be offered for orders that meet the applicable minimum quantity, value, schedule, or service-area requirement. Any free-delivery arrangement must be confirmed by FyreFood before dispatch.

Unless otherwise stated in a confirmed quotation or partnership agreement, delivery charges and conditions displayed or communicated when the order is confirmed shall apply.

2.4 Trays, Bilaos, Party Packages, and Catering Orders

Orders for trays, bilaos, party packages, packed meals, and catering services require advance booking.

Customers are encouraged to order:

• At least one day in advance for standard trays and bilaos;

• At least two to three days in advance for large-volume packed meals; and

• At least three to seven days in advance for catering services, customized menus, institutional programs, or major events.

Urgent or same-day orders may be accommodated depending on ingredient availability, kitchen capacity, staffing, and delivery arrangements.

Delivery charges for trays, catering, and large-volume orders may depend on the location, vehicle requirement, delivery schedule, setup requirements, and total order volume.

3. Delivery Charges

Applicable delivery charges will be displayed, quoted, or communicated to the customer before the order is finalized whenever reasonably possible.

Delivery charges may be based on:

• Distance from the FyreFood kitchen;

• Delivery zone;

• Order quantity or value;

• Type and size of the order;

• Number of delivery trips required;

• Rider or vehicle availability;

• Parking, toll, entrance, or access fees;

• Special handling requirements; and

• Peak-hour, holiday, weather, or emergency conditions.

Promotional free delivery may be subject to minimum-order requirements, selected delivery zones, specific delivery schedules, or other promotional conditions.

Promotions may be modified, suspended, or discontinued without prior notice. However, promotions already confirmed as part of an accepted and paid order will be honored, subject to the terms communicated at confirmation.

4. Order Processing and Confirmation

An order is considered confirmed only after FyreFood has:

1. Received the customer’s order details;

2. Confirmed the availability of the requested items;

3. Verified the delivery address and schedule;

4. Confirmed the applicable price and delivery charge; and

5. Received the required payment or deposit, when applicable.

Submission of an order through the website, Messenger, text message, or another channel does not automatically guarantee acceptance.

FyreFood may contact the customer to clarify unavailable items, substitutions, delivery instructions, payment status, or other order details.

For large, customized, or catering orders, FyreFood may require a written quotation, order summary, service agreement, deposit, or full advance payment.

5. Preparation and Estimated Delivery Time

FyreFood prepares meals as close as reasonably possible to the scheduled dispatch time to maintain food quality and freshness.

Estimated preparation and delivery times may vary depending on:

• Order size;

• Menu complexity;

• Availability of ingredients;

• Number of orders being processed;

• Kitchen capacity;

• Rider availability;

• Delivery distance;

• Traffic conditions;

• Weather conditions; and

• Special instructions or customization requests.

Estimated delivery times are provided as a guide and are not guaranteed arrival times.

Customers with strict deadlines should inform FyreFood before confirming the order. FyreFood may recommend an earlier delivery schedule to allow a reasonable time allowance.

6. Customer Delivery Information

Customers must provide complete and accurate delivery information, including:

• Full name of the recipient;

• Complete delivery address;

• Building, office, floor, room, unit, or department;

• Nearby landmark;

• Active mobile number;

• Preferred delivery date and time;

• Authorized receiving person, when applicable; and

• Relevant entrance, parking, security, or access instructions.

FyreFood will not be responsible for delays, unsuccessful delivery, or additional charges caused by incomplete, inaccurate, or outdated information provided by the customer.

Customers must immediately notify FyreFood of any correction to the delivery information. Address changes are subject to approval and may result in additional delivery fees or changes to the delivery schedule.

7. Customer Availability and Receiving of Orders

The customer or an authorized representative must be available to receive the order during the confirmed delivery period.

Upon the rider’s arrival, the customer should answer calls or messages and receive the order promptly.

For offices, schools, hospitals, condominiums, government buildings, subdivisions, and other controlled-access locations, the customer is responsible for coordinating with the applicable security personnel, reception desk, administration office, or property management.

Unless previously agreed, riders may not be permitted or required to enter restricted areas, deliver to individual desks or rooms, wait for extended periods, or complete building-specific registration procedures.

The order may be handed to an authorized receptionist, security guard, office representative, or other person identified by the customer. Delivery to such authorized person will be considered completed.

8. Waiting Time

A reasonable waiting period may be allowed when the rider reaches the delivery location.

If the customer cannot be contacted or is unavailable beyond the reasonable waiting period, the rider may proceed with other scheduled deliveries.

Additional waiting, parking, redelivery, or rider charges may apply when:

• The customer is unavailable;

• The recipient cannot be contacted;

• The location is closed;

• The rider is denied entry;

• The delivery information is incorrect; or

• The customer requests the rider to wait beyond the reasonable delivery period.

9. Failed or Unsuccessful Delivery

A delivery may be considered unsuccessful when:

• The customer or recipient cannot be contacted;

• No authorized person is available to receive the order;

• The delivery address is incomplete or incorrect;

• The location is inaccessible or closed;

• Entry is refused by security or building administration;

• The delivery presents a safety or security risk; or

• The customer refuses the order without a valid and documented reason.

Because FyreFood meals are prepared specifically for confirmed orders and are perishable, payments for successfully prepared but unsuccessfully delivered orders may be non-refundable.

Redelivery may be arranged subject to food-safety considerations, rider availability, additional delivery charges, and confirmation by FyreFood.

10. Third-Party Delivery Providers

FyreFood may use independent riders, courier services, logistics providers, transportation partners, or food-delivery platforms to complete deliveries.

Where a third-party delivery provider is used:

• The delivery provider’s availability and operational rules may apply;

• The customer’s necessary delivery details may be shared with the provider solely to complete the delivery;

• Separate platform or courier charges may apply; and

• Delivery tracking may be provided when available.

FyreFood will make reasonable efforts to assist customers with delivery-related concerns involving an authorized third-party rider. However, circumstances outside FyreFood’s direct control may affect delivery time or rider performance.

Orders placed through third-party platforms may also be subject to the platform’s own delivery, payment, cancellation, refund, and customer-support policies.

11. Delivery Delays

Delivery delays may occur because of circumstances including:

• Heavy traffic;

• Road closures or accidents;

• Flooding or severe weather;

• Public events, festivals, or processions;

• Vehicle or equipment problems;

• Rider shortages;

• Power, internet, or communication interruptions;

• Building access restrictions;

• Sudden increases in order volume;

• Government restrictions;

• Emergencies; or

• Other events beyond FyreFood’s reasonable control.

When reasonably possible, FyreFood will inform the customer of a significant delay and provide an updated delivery estimate.

A delay does not automatically entitle the customer to a refund, particularly when the order has already been prepared or dispatched. Legitimate concerns will be reviewed individually and handled fairly based on the circumstances.

12. Weather, Emergencies, and Force Majeure

FyreFood may delay, suspend, reschedule, or cancel deliveries when weather, flooding, natural disasters, civil disturbances, government restrictions, public emergencies, transportation disruptions, or other uncontrollable events make delivery unsafe or impracticable.

Customer and rider safety will take priority over the original delivery schedule.

When an order cannot be completed because of such circumstances, FyreFood may offer an appropriate remedy based on the status of preparation, including:

• Rescheduling the delivery;

• Changing the delivery location;

• Issuing store credit;

• Providing a partial refund; or

• Providing a full refund when appropriate.

13. Inspection Upon Delivery

Customers should inspect the order immediately upon receipt and verify:

• The number of items;

• The type of meals or products received;

• The condition of the packaging;

• Any visible spillage or damage; and

• Any missing or incorrect items.

The customer should report concerns as soon as possible, preferably within one hour after delivery, through FyreFood’s official customer-support channels.

The report should include:

• Customer name;

• Order reference or proof of purchase;

• Delivery date and time;

• Description of the concern; and

• Clear photographs or videos of the affected item and packaging.

Customers should retain the affected product and packaging until FyreFood has reviewed the concern.

Reports submitted after the recommended reporting period may be more difficult to verify, particularly for concerns involving temperature, handling, storage, appearance, or product condition after delivery.

14. Missing, Incorrect, Damaged, or Spilled Orders

When an order is verified to be missing, incorrect, damaged, or significantly spilled before receipt, FyreFood may provide an appropriate remedy, which may include:

• Replacement of the affected item;

• Delivery of the missing item;

• Store credit;

• Partial refund; or

• Full refund for the affected item.

The remedy will depend on product availability, delivery location, the nature of the concern, supporting evidence, and whether replacement delivery remains practical.

Minor variations in food presentation, portion arrangement, color, ingredients, or packaging may occur and will not automatically be considered defects, provided that the item remains substantially consistent with the confirmed order.

15. Food Handling After Delivery

Once the order has been delivered and accepted, the customer is responsible for proper handling, storage, and consumption.

For best quality and safety:

• Meals intended for immediate consumption should be consumed promptly;

• Food should not be left at unsafe temperatures for extended periods;

• Items requiring refrigeration should be refrigerated as soon as possible;

• Hot food should be reheated properly before later consumption; and

• Packaging should remain properly closed until consumption.

FyreFood will not be responsible for deterioration, contamination, spoilage, or quality changes caused by improper storage, delayed consumption, reheating, mishandling, or exposure after the order has been delivered.

16. Changes to Confirmed Orders

Requests to change an order, delivery address, delivery date, or delivery time must be submitted as early as possible.

Changes are subject to:

• Kitchen approval;

• Ingredient availability;

• Preparation status;

• Rider availability;

• Delivery capacity; and

• Additional charges, when applicable.

FyreFood may be unable to approve changes once preparation has started or the order has been dispatched.

Changing the delivery address to a more distant location may result in an additional delivery charge or revised delivery schedule.

17. Order Cancellation

Cancellation requests must be communicated through an official FyreFood ordering or customer-support channel.

For regular meal orders, cancellation may be accepted when preparation has not yet started.

For trays, catering, bulk meals, customized orders, and institutional orders, cancellation terms will depend on the confirmed quotation, agreement, preparation status, purchased ingredients, staffing commitments, and required delivery arrangements.

Deposits may be non-refundable once FyreFood has purchased ingredients, reserved production capacity, started preparation, or incurred expenses specifically for the order.

Approved refunds may be subject to reasonable deductions for non-recoverable costs already incurred.

18. Payment and Cash-on-Delivery Concerns

Available payment methods may include cash, bank transfer, electronic wallet, online payment, payment link, or other methods authorized by FyreFood.

Cash-on-delivery availability may be limited based on the order value, delivery location, customer history, or type of order.

Customers paying in cash are encouraged to prepare the exact amount. Riders may carry only limited change.

Large-volume, catering, customized, institutional, and special-event orders may require a deposit or full payment before preparation and delivery.

An order may be placed on hold or cancelled when the required payment or proof of payment is not received within the communicated period.

19. Proof of Delivery

FyreFood or its delivery partner may document completion of delivery through:

• Recipient name or signature;

• Delivery-platform confirmation;

• Rider confirmation;

• Photograph of the delivered order;

• Text or message acknowledgment;

• Security or reception acknowledgment; or

• Other reasonable proof of handover.

Delivery documentation will be handled in accordance with FyreFood’s applicable privacy practices.

20. Special Delivery Instructions

FyreFood will make reasonable efforts to follow special instructions communicated before order confirmation.

However, requests involving restricted access, extended waiting, multiple drop-off points, individual room or desk distribution, installation, food setup, serving assistance, or collection of equipment may require additional arrangements and charges.

Special instructions are not guaranteed unless expressly confirmed by FyreFood.

21. Multiple Delivery Locations

Orders requiring delivery to more than one address will generally be treated as separate deliveries.

Separate delivery charges may apply to each location, even when the orders are placed and paid for by one customer.

FyreFood may require a complete recipient list, contact details, delivery schedule, item allocation, and payment before accepting a multiple-location order.

22. Customer Complaints and Delivery Support

For delivery concerns, customers may contact FyreFood through:

• The contact information published on the official FyreFood website;

• The official FyreFood Facebook Page or Messenger account;

• The ordering channel used for the transaction; or

• The applicable third-party delivery platform.

Customers should provide their name, order reference, contact information, delivery address, and a clear description of the concern.

FyreFood will review legitimate concerns in good faith and provide an appropriate response based on the circumstances and available records.

23. Relationship With Other Policies

This Shipping and Delivery Policy should be read together with FyreFood’s:

• Terms and Conditions;

• Privacy Policy;

• Cancellation and Refund Policy;

• Food Safety and Allergen Notice; and

• Other applicable service terms or written agreements.

Where a customized quotation, catering agreement, institutional contract, or partnership agreement contains specific delivery conditions, the terms of that written agreement will apply to the relevant order.

24. Policy Updates

FyreFood may revise this policy to reflect changes in operations, delivery coverage, service providers, applicable requirements, or business practices.

The updated version will be posted on the official FyreFood website with its effective or last-updated date.

Changes will apply to orders placed after the revised policy becomes effective. Confirmed orders will generally remain subject to the conditions accepted when the order was confirmed, unless the parties agree otherwise or a change is required for safety or legal compliance.

25. Contact Information

For questions regarding this Shipping and Delivery Policy, please contact FyreFood through the official contact details and customer-support channels published on:

Website: fyrefood.asia
Facebook: Official FyreFood Facebook Page
Business Location: Mandurriao, Iloilo City, Philippines

By completing an order, the customer confirms that they have reviewed and accepted this Shipping and Delivery Policy.