Delivery policy

1. Where we deliver

We deliver within the areas served by participating chemists, shown in the app for your address. Chemists registered under the composition scheme or as unregistered enrolled businesses deliver only within their own state, as GST law requires. Some items, such as medicines that must be kept cold, are delivered only by the chemist's own insulated delivery or are available for pickup.

2. Delivery times

The app shows an honest time range when you order. It depends on the chemist's preparation, rider availability, distance, traffic and weather, and is an estimate, not a guarantee. For U does not reward riders for speed and does not promise delivery in a fixed number of minutes. Never rely on delivery time in an emergency.

3. Delivery charges

The delivery fee, including GST, is shown as a separate line before you pay. Pickup from the chemist has no delivery fee. When the chemist's own staff deliver, the chemist collects the delivery fee.

4. Packing and handover

The chemist packs your order in a tear-to-open sealed bag and records the seal ID, batch, expiry and a pack photo at dispatch. The rider carries only the sealed bag and never opens it.

Handover happens only against a one-time code sent to the account holder, and the rider takes a handover photo. Please check that the seal is intact before accepting. If the seal is broken, refuse the delivery and tell us in the app.

5. If you are not available

If you cannot be reached, the rider waits a reasonable time and tries to call you through masked calling. If delivery still fails, the order returns to the chemist. A failed delivery is paid for by whoever caused it: if the failure was yours, the delivery fee is not refunded and a return fee may apply; if it was the chemist's, rider's or ours, you are not charged.

6. Damaged, wrong or missing items

If an item cannot be supplied, we tell you before dispatch and refund it. Report any problem with a delivered order within 48 hours with a photo, as described in the Refund and Cancellation Policy.

7. Laboratory home collection

Collectors are staff of the laboratory. Their name, photo and ID are shown in advance. At the door they check the patient's name and date of birth and a collection code, and label each tube with a barcode created at booking. Fasting tests are offered only in morning slots. A female collector can be requested where the laboratory can provide one.