SuriGO Delivery Policy

Last updated: 11 September 2026

This policy explains how delivery works on SuriGO: where we can deliver, how the delivery fee is built, what the delivery time really means, how you follow your order on the map, and what happens when a delivery cannot be completed. It covers store orders (food, groceries, pharmacy and shop items), parcel deliveries between two or more addresses, and pickup at the counter.

This is not the Terms of Use, and it is not the Refund Policy. Where money has to move back to you, this page points you to the Refund Policy and the Cancellation Policy instead of repeating them, so the two documents can never disagree.

The short version

We would rather you read the whole page, but these are the five points that matter most:

• Coverage is decided per store, not per city. A store either draws a delivery area on the map or sets a delivery radius around itself. If your address falls outside it, the app tells you before you pay.
• The delivery fee you see at checkout is the fee you pay. It is calculated and shown before you confirm the order. We do not add a distance surcharge afterwards.
• Delivery times are estimates, not promises. They are recalculated live from the courier's position and current traffic. Only two things on this page are promises: the fee shown at checkout, and that we will tell you when something goes wrong.
• Handover normally uses a code. The courier asks for the delivery code shown in your app. Do not share it before you have the order in your hands.
• If nobody is at the address, the courier waits before giving up. The wait normally only starts once the courier is at your door, and the attempt is recorded with a reason and a photo.

Contents

1. Who this policy is for
2. Who delivers your order
3. Where can you get a delivery?
4. What are your delivery options?
5. How is the delivery fee calculated?
6. How long will it take?
7. How do you follow your order?
8. What happens at your door?
9. What if nobody is at the address?
10. Parcel deliveries
11. Pickup at the counter
12. Scheduled orders
13. What we promise and what we do not
14. Changes, cancellations and refunds
15. Changes to this policy
16. Questions about a delivery

1. Who this policy is for

This policy is for people who order on the SuriGO customer app: a meal, groceries, pharmacy items, shop items, or a parcel sent from one address to another. On this page, "SuriGO", "we" and "our" mean the platform; "you" means the person placing the order; "store" means the restaurant, market, pharmacy or shop you are ordering from; and "courier" means the independent driver or rider who carries the order.

Couriers and stores have their own agreements with SuriGO. Nothing on this page changes those.

2. Who delivers your order

SuriGO is an intermediary. We connect you to the store and to an independent courier, we take the payment, and we run the technology that puts the two together. We do not cook the food, we do not pick the items off the shelf, and we do not drive the vehicle.

Responsibility follows who controls what:

• The store is responsible for what is inside the bag: that the items are the ones you ordered, that they are complete, correctly prepared, correctly packed and fit to be sold. It is also responsible for the preparation time it declares on the platform, and for its own opening hours.
• The courier is responsible for carrying the order from the pickup point to the delivery address and for handing it to the right person, using the delivery code.
• SuriGO is responsible for matching the order to a courier, for calculating and showing the delivery fee before you pay, for the live tracking, and for handling the dispute when something goes wrong between the three of you.

Some stores deliver with their own staff instead of with a SuriGO courier. When that happens the store controls the delivery and answers for it; the rest of this page still describes what you see in the app.

3. Where can you get a delivery?

SuriGO operates in Suriname. There is no single national delivery area: coverage is decided per store and per carrier, and the app checks it before you pay. A store is covered by one of two rules.

3.1 Stores with a delivery area drawn on the map

Some stores have one or more delivery zones drawn as an area on the map. Your address is inside coverage only if the exact point of your address falls inside one of those areas. Being close to the edge is not enough: the check is a yes or no on the point itself.

3.2 Stores with a delivery radius

A store without a drawn area sets a delivery radius instead. Your address is inside coverage if the distance between the store and your address is not greater than that radius.

Two things are worth knowing about that distance. First, each store sets its own radius, so a store one street away from another can refuse an address that its neighbour accepts. Second, we measure that distance point to point. Today it is measured in a straight line rather than along the road, which means the route the courier actually rides is usually longer than the number used for the check.

A store that has not set a radius yet may not be able to deliver to any address at all. If that happens the app tells you at checkout, and you can order from another store.

3.3 What happens if you are outside coverage

The app checks your address against the store's rule when you pick the address, and again when it builds the order summary. If you are outside, you are told at checkout, before payment, and the order cannot be placed for delivery to that address. You can still choose pickup at the counter if the store offers it, or order from a store that does reach you.

An address that is outside coverage today can be inside it tomorrow. Stores change their areas, and new stores join.

4. What are your delivery options?

• Delivery. The store prepares the order and a courier brings it to your address. This is what most of this page is about.
• Pickup. You collect the order yourself at the store counter. There is no courier and no delivery fee. See section 11.
• Parcel. You send something of your own from one address to one or more other addresses, with no store involved. See section 10.

Not every store offers every option. What a store offers is shown on its page in the app.

5. How is the delivery fee calculated?

The delivery fee is calculated by SuriGO and shown to you in the order summary before you confirm and pay. It is built from up to four parts:

1. A base fee set by the store. This is what it costs to send a courier at all, regardless of distance.
2. A distance component. Depending on how the store is configured, this is either a flat amount, or an amount per kilometre multiplied by the distance between the store and your address.
3. A zone fee, when it applies. If the store delivers by drawn areas and the area your address falls into has its own fee, that fee replaces the base and distance calculation. One address, one area, one fee.
4. A platform minimum. SuriGO may apply a minimum delivery fee. If the calculation above lands below that minimum, you pay the minimum instead. This exists because a very short delivery still costs the courier roughly ten minutes of their day: parking, waiting and handing over. Without a floor, short deliveries stop being accepted, which is worse for you than an honest fee.

All of these amounts are set by the store or by SuriGO in the platform settings, and they can change. That is why this page does not print numbers: the amount that counts is the one in your order summary, in Surinamese dollars (SRD), at the moment you confirm.

What you should be able to rely on:

• The delivery fee is always shown as its own line in the summary, separate from the items, from tax, and from any tip.
• Pickup orders have no delivery fee.
• The fee does not change after you confirm. If the courier ends up riding further than expected, that is our problem and the courier's, not a new charge on you.
• A tip for the courier, if you add one, is separate from the delivery fee and is always optional.
• A discount code may reduce the delivery fee or the order total, according to the rules of that code.

6. How long will it take?

This is the part of the page where we have to be careful, because a delivery time is the promise that platforms break most often.

6.1 What the time in the app is

The time and the arrival hour you see are an estimate. They are made of three things added together: the time the store says it needs to prepare your order, the time for the courier to reach the store, and the time from the store to your address. We add a small allowance for the handover itself at each stop.

For the travelling parts we ask Google for a route and use its travel time including current traffic whenever traffic data is available for that road. When it is not, we use the typical travel time for the road. When we cannot get a route at all, we fall back to an estimate built from the straight-line distance and an average speed, and we treat that number as approximate.

The estimate is not calculated once and then left alone. While the courier is moving it is recalculated as the position changes, so the arrival hour moves with reality rather than with a promise made at checkout. When the courier gets close to you, the app stops counting minutes and simply says the courier is arriving.

6.2 Why the estimate moves

Honest reasons the time can grow after you order:

• The store is busier than usual and takes longer to prepare the order.
• No courier accepts the order immediately, so the search continues.
• A courier may be carrying more than one order at a time and may deliver another one before yours.
• Traffic, weather, road works or an accident on the route.
• An address that is hard to find, a gate, or a building with no clear entrance.
• The courier's phone loses signal, so the tracking and the estimate go stale for a while. The app tells you when the position it is showing is old.

6.3 What is an estimate and what is a promise

So that there is no doubt:

• Estimate: the preparation time, the travel time, the arrival hour, the distance in kilometres, and the arriving notice. All of these are our best current guess, and all of them can change.
• What we do: the courier asks for the delivery code shown in your app before handing the order over.
• Promise: the delivery fee shown at checkout is the fee you pay; the order goes to the address you selected; and if the delivery fails we record why, and tell you.

SuriGO does not offer a guaranteed delivery time, and a late delivery is not by itself a reason for a refund. What happens when an order is late, wrong or never arrives is set out in the Refund Policy and the Cancellation Policy.

7. How do you follow your order?

Every order moves through a small set of states, and the app shows you which one you are in:

• Pending — the order has been placed and the store has not accepted it yet.
• Preparing — the store accepted it and is working on it.
• Ready — the order is packed and waiting for the courier.
• On the way — the courier has collected it and is riding to you.
• Delivered — handed over.
• Failed — the delivery could not be completed. See section 9.
• Cancelled — the order was cancelled. See the Cancellation Policy.

While the order is on the way, live tracking is available:

• You see the courier's position on a map, updated as they move, together with the estimated arrival hour.
• You get a notification when the courier is close to your address, roughly within fifty metres of the delivery point. It is sent once.
• You can chat with the store and with the courier from inside the order, about that order.
• If the position we are showing has not been updated for a while, the app says so, rather than showing an old dot as if it were live.

We share the courier's position with the customer of the order being carried and with the store that order belongs to, and it stops being shared with you when your order ends. How location is collected and shared is described in the Privacy Policy.

8. What happens at your door?

The handover is protected by a code. Your app shows a delivery code for the order. The courier asks for it and enters it to complete the delivery. This is what stops an order being handed to the wrong person at the wrong door.

Please:

• Give the code only when you have the order in your hands.
• Never send the code in advance, by message or over the phone.
• If someone else will receive the order for you, give them the code and say so in the delivery notes.

How the handover is confirmed depends on how the platform is configured — today it is the delivery code. Some orders are confirmed instead with a photo of the delivered order, or with a signature from the person who received it; when a photo is taken it may show the door, the entrance or the person receiving. A photo is always recorded when a delivery fails (see section 9). A photo or a signature is used to prove what happened at the handover, and is handled as described in the Privacy Policy.

There is a second, separate code for the pickup at the store. That one is between the store and the assigned courier and is not shown to you: its whole purpose is that the store has to ask for it before letting the bag leave the counter.

To help the handover go smoothly, keep your phone reachable while the order is on the way, use the address notes for a gate code, a floor or a landmark, and keep the delivery address accurate. The delivery address cannot be changed after the order is placed — if it is wrong, cancel while you still can and order again (see section 14).

8.1 Pharmacy and other restricted items

An order that contains medicines or other age-restricted items is handed only to the person who placed it, or to someone that person has authorised in the delivery notes. The courier may refuse the handover if that cannot be confirmed. The prescription you upload is sent to the pharmacy that fills the order, and is handled as described in the Privacy Policy.

Age check at the door: [PENDENTE: regra de idade para itens de venda restrita]

9. What if nobody is at the address?

A courier who cannot find you is not allowed to simply abandon the order, and is not left stuck with it either. The sequence is fixed:

1. The courier must actually be there. The wait only starts once the courier is at the delivery point, within about three hundred metres of it. Standing somewhere else — or still at the store — does not start the clock. If the courier's phone cannot report a position at all, the wait starts anyway; the failed delivery is then recorded without a position, and that absence is visible to us afterwards.
2. The courier waits, with the clock visible. The wait is about ten minutes. Closing the app does not reset it, and it cannot be restarted to make it shorter.
3. Only then can the delivery be recorded as failed, and only with a reason chosen from a fixed list — the customer did not answer, the address could not be found, the customer refused the order, or another reason — together with a photo. The courier's position at that moment is recorded with it.

During that wait the courier has a call button and a chat button on the same screen, and is expected to use them.

The order then moves to the failed state, and it is that recorded reason, not the courier's word alone, that decides what happens to the money. Whether a failed delivery is refunded, partly refunded or not refunded depends on the reason, and is set out in the Refund Policy.

The goods do not stay with the courier: a store order goes back to the store, and a parcel goes back to the sender.

The single most effective thing you can do to avoid this is to answer your phone while the order is on the way.

10. Parcel deliveries

A parcel is different from a store order: there is no store, the pickup point is an address you choose, and there is a recipient who may not be a SuriGO user at all.

• Coverage. A carrier may declare an area of operation. Every point of the route — the pickup and each drop-off — must be inside it. A carrier that has not declared an area serves anywhere. If a point is outside, the app tells you at the quote stage, before payment.
• Multiple stops. A parcel can have more than one drop-off point, up to the limit shown in the app. The route is charged leg by leg, in the order you set the stops.
• The price is built from a base price, a distance component for each leg (flat, or per kilometre), a size or weight component (flat, or per kilogram, from the weight you declare), and an extra fee per stop when the route has more than two stops. It is shown in full before you confirm.
• Recipient details. You give the name and phone number of each recipient so the courier can reach them. Give only what is needed, and make sure you are allowed to share it: it is another person's data, and we handle it as described in the Privacy Policy.
• What you may send. Do not send cash, anything illegal, anything dangerous, living animals, or anything the courier is not legally allowed to carry. Pack it properly: the courier carries the parcel, but you packed it.
• Declare the weight and size honestly. The price and the vehicle assigned depend on it. A parcel that turns out to be far larger or heavier than declared may be refused at pickup.
• How the handover is confirmed. A parcel with a single drop-off is confirmed the same way as a store order. When the route has several stops, each recipient signs on the courier's phone instead of giving a code — the recipient does not need the SuriGO app.
• If the recipient is not there, the same rule as section 9 applies, with the reasons written for a recipient rather than a customer.

11. Pickup at the counter

When a store offers pickup, you can collect the order yourself. There is no courier, no delivery fee, and no delivery address: the coverage rules in section 3 do not apply to you at all.

What still applies: the store's preparation time is an estimate like any other, the order has the same states as a delivery up to the point where it is ready, and you may be asked for the order code at the counter.

Some items are pickup only and cannot be delivered. The app blocks the mix rather than letting you pay for a delivery that cannot happen.

12. Scheduled orders

Some stores let you schedule an order for a later date and time instead of ordering for now. When they do, you choose the slot at checkout. A scheduled order waits until its slot and then follows exactly the same path as any other order — including the fact that its delivery time is an estimate, not a guaranteed hour.

A store that does not offer scheduling simply does not show the option.

13. What we promise and what we do not

Written plainly, so it can be held against us:

We promise that:

• The delivery fee is calculated and shown before you pay, and does not change afterwards.
• You are told at checkout, before paying, if your address is outside the store's coverage.
• The order is delivered to the address you selected, and the courier asks for your delivery code at handover — or, on a multi-stop parcel, for the recipient's signature.
• You can follow the order's state, and see the courier's position while it is on the way.
• A delivery that fails is recorded with a reason and a photo, together with the courier's position whenever their phone can report one — and you are told.

We do not promise that:

• Your order will arrive by the estimated hour. It is an estimate and it moves.
• A courier will always be available. If no courier accepts the order, it can be cancelled; what happens to your payment is in the Cancellation Policy.
• Every store reaches every address, or that a store that reaches you today will reach you tomorrow.
• Live tracking will be continuous. It depends on the courier's phone having signal and battery, which we do not control.
• The items are correct. That is the store's responsibility; what you can do about it is in the Refund Policy.

14. Changes, cancellations and refunds

Once an order is placed, the delivery address cannot be changed. If the address is wrong, cancel and order again while you still can.

Cancelling has a window: an order can be cancelled while it is still waiting to be accepted or being prepared, but not once it is ready or on the way. The exact windows, who may cancel, and what happens to your payment are in the Cancellation Policy. What can be refunded, what cannot, how to ask, and how long the money takes to come back are in the Refund Policy. Both are linked from Profile in the app.

Those two pages hold the numbers on purpose. Operational windows change with the operation; keeping them out of this policy means they can be corrected without asking you to accept a new document.

15. Changes to this policy

The version in force is always the most recent one published on this page, and the date at the top is the date it took effect. If we make a material change — something that changes what you can expect from a delivery — we will tell you in the app or by email. Continuing to order after a change means the new version applies to your next order.

16. Questions about a delivery

For a problem with an order that is happening right now, the fastest route is inside the app: open the order and use the chat with the store or with the courier. For anything else, including a complaint about a delivery that has already ended, the contact channels are on the Contact page, reachable from Profile in the app or at https://api.surigoapp.com/pages/contact.