Last Updated: January 05, 2026
At Dost, operated by VOH Technologies (SMC-Private) Limited, we are committed to delivering your orders safely and on time. This policy explains our shipping methods, timelines, and responsibilities for all services offered on the Dost App.
1. Delivery Areas
We currently operate in select cities across Pakistan.
- Serviceability: You can check if we deliver to your specific area by entering your address in the App. If your location is outside our coverage zone, the App will notify you before you place an order.
- Restricted Areas: We do not deliver to high-security zones (e.g., Cantonments, Diplomatic Enclaves) unless the rider is permitted entry. In such cases, you may need to collect your order from the main gate.
2. Delivery Types & Timelines
A. On-Demand Delivery (Food, Grocery & Pharmacy)
- Timeline: Our goal is to deliver "As Soon As Possible." Typical delivery times are 30 to 60 minutes, depending on traffic and preparation time.
- Tracking: You can track the Rider’s location in real-time on the map once they pick up your order.
B. Standard Shipping (Dost Shops / E-Commerce)
- Timeline: For items from Dost Shops (Electronics, Fashion, Lifestyle), delivery usually takes 1 to 5 business days.
- Method: These items may be delivered by our own Dost Fleet or via third-party courier partners (e.g., TCS, Leopards) depending on the vendor's location.
C. Dost Parcel (Peer-to-Peer Delivery)
- Service: This is an instant courier service where a Dost Captain picks up a parcel from you (Point A) and delivers it to a receiver (Point B).
- Timeline: Immediate. The Rider goes directly from pickup to drop-off.
3. Delivery Fees
Delivery charges are calculated at checkout based on:
- Distance: The mileage between the Partner/Shop and your delivery address.
- Weight/Size: Heavier items or bulk grocery orders may incur a higher fee.
- Service Conditions: Delivery fees may vary based on vendor preparation requirements, route conditions, or service availability.
- Note: The final delivery fee will always be displayed to you before you confirm your order.
4. Order Tracking
- In-App Tracking: For Food, Grocery, and Parcel services, you will see a live map showing the Rider's progress.
- Notifications: You will receive status updates via Push Notifications and SMS (e.g., "Order Picked Up", "Rider Arriving Soon").
5. Failed Delivery Attempts
- Recipient Unavailable: If you are not available to receive the order, our Rider will attempt to call you 3 times.
- Wait Time: The Rider will wait at your location for a maximum of 10 minutes.
- Consequence:
- Food/Perishables: If you do not respond, the rider may leave the items at a safe spot (if prepaid) or the order will be cancelled. No refund will be issued for "No Show" on fresh food.
- Parcels/Shops: The item will be returned to the warehouse/vendor. Re-delivery attempts may incur an additional fee.
6. Damaged or Lost Items
A. Food & Grocery
If items arrive spilled, crushed, or damaged, please take a photo immediately and report it in the App within 2 hours for a refund or replacement.
B. Dost Parcel (Your items sent via Rider)
- Liability: Dost acts as an intermediary. We are not liable for the contents of the parcel.
- Protection: However, if a Rider loses or damages a parcel due to negligence, our liability is limited to PKR 2,000 (or the declared value, whichever is lower), subject to investigation. High-value items (cash, jewelry, expensive electronics) are sent at your own risk.
7. Self-Pickup Option
For certain Restaurants and Shops, we offer a "Self-Pickup" option.
- No Fee: You save on delivery charges.
- Process: Order via the App, select "Pickup," and go to the store once the App says "Ready for Collection."
8. Cash on Delivery (COD) Rules
- You must pay the exact amount shown in the App to the Rider upon delivery.
- Riders do not carry large amounts of change.
- Refusal to pay for a delivered order is a violation of our Terms and may result in a permanent ban of your account and device.
Contact Us
For delivery issues, delayed orders, or rider complaints:
- Helpline: [Insert Phone Number]
- Email: [email protected]
- In-App: Go to Help Center > Select Active Order.