Policy
Failed Delivery, Returns, and Reattempt Policy
Voilà provides point-to-point delivery services. This policy ensures efficient operations and fair compensation for our couriers when deliveries cannot be completed as planned.
1. Delivery Resolution Options
Return-to-Sender
The default action if the receiver is unavailable. Items are returned immediately to the original pickup point.
Reattempt Delivery
Available only if the sender approves a new delivery window and pays the associated reattempt fee.
Safe Drop
Items may be left at the door only if pre-approved by the sender. Voilà is not liable for theft or damage after drop-off.
2. Operational Flow for Drivers
Contact Sequence
Drivers must attempt contact via in-app message, followed by a phone call and SMS to the receiver.
Waiting Time Limit
Standard waiting time at destination is 10 minutes. After this, the delivery is marked as failed.
Proof Requirements
Drivers must upload a photo of the entrance, GPS coordinates, and a timestamp for all failed attempts.
3. Fees and Cancellation
Delivery Reattempts
Time & Cancellation
Applied after the first 5 minutes of arrival.
No charge if cancelled more than 2 hours before pickup.
4. Customer Communication
In-App Short Policy
"Voilà is point-to-point. If the receiver is unreachable after 10 minutes, your items return to the sender by default. Fees apply for returns and reattempts."
Checkout Warning
"By booking, you agree that failed deliveries result in an immediate return-to-sender at full cost unless safe-drop is pre-approved."
Receiver Notification Templates
Before Pickup
"Voilà courier assigned for your delivery from [Sender]. Please ensure someone is available."
On Arrival
"Your Voilà courier has arrived. Please meet them at the door."
5. Handling Edge Cases
No Access / Gated
If the courier cannot reach the door, the 10-minute timer starts immediately upon the first contact attempt.
High-Value Items
Safe drop is never permitted for items valued over [Placeholder] SEK or age-restricted goods.
6. Liability + Responsibility
Voilà acts as the logistics platform connecting senders and couriers. Senders are responsible for providing accurate contact details for the receiver.
Liability for lost or damaged goods is limited to [Placeholder] SEK per shipment unless additional insurance is purchased. Voilà assumes zero liability for items left via "Safe Drop" at the request of the sender or receiver.
Do you want to speak with someone in Customer Service?
Call us at +46 770 11 33 00.
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