Legal
Service Level Agreement
Effective Date: 6/30/2026
This Service Level Agreement ("SLA") defines general service expectations between Peyelis Logistics and Delivery and its customers.
1.Purpose
This SLA outlines expected service performance but does not guarantee delivery times unless explicitly stated in a separate contract.
2.Service Availability
Services are generally available:
7:00 AM – 7:00 PM (Standard Hours)
After-hours services may be available with additional fees.
3.Delivery Time Estimates
Estimated delivery windows are based on:
- Distance
- Traffic conditions
- Weather
- Driver availability
- Order complexity
These are estimates only and not guarantees unless specifically labeled as "guaranteed service."
4.Performance Goals
The Company aims for:
- Same-Day delivery completion for standard orders
- Prompt driver assignment after booking
- Real-time status updates
- Accurate ETA tracking
5.Delays
The Company is not responsible for delays caused by:
- Traffic congestion
- Weather conditions
- Road closures
- Restaurant preparation delays
- Customer unavailability
- Force majeure events
6.Communication Standards
The Company will provide:
- Order confirmation notifications
- Driver assignment updates
- Pickup and delivery status updates
- Delivery completion confirmation
7.Priority Services
Rush services (1-hour, 2-hour, 4-hour) are prioritized but not guaranteed unless explicitly stated.
8.Service Failures
A service is considered failed only when:
- Delivery cannot be completed due to Company error
- Driver cannot be assigned within reasonable time (non-peak conditions)
9.Customer Responsibility
Customers must:
- Provide accurate information
- Be available for communication
- Ensure package readiness
- Respond to driver contact attempts
10.Limitation of Liability
The Company is not liable for:
- Business losses
- Missed deadlines
- Indirect damages
- Operational disruptions
11.Updates to SLA
This SLA may be updated at any time without prior notice.
12.Contact
Peyelis Logistics and Delivery