Effective Date: July 3, 2026
This Service Level Policy describes the operational service standards applicable to Uno's logistics services. Unless otherwise agreed in writing, these targets represent operational objectives and not guaranteed delivery times.

1. Scope
This Policy applies to:

• Intracity deliveries

• Intercity deliveries

• Scheduled deliveries

• Cash-on-Delivery (COD) shipments

• Business accounts

• Fulfillment services

Enterprise customers may operate under separate contractual SLAs.

2. Service Hours
Uno publishes operating hours for each service area. Pickup and delivery availability may vary by city, service type, public holidays, weather conditions, and operational capacity.

3. Delivery Objectives
Intracity Standard

• Same-day delivery for eligible shipments received before the applicable daily cut-off time.

Intracity Scheduled

• Delivery within the customer-selected delivery window, subject to operational confirmation.

Intercity

• Delivery according to the published service schedule for the origin and destination cities.

Delivery estimates may change due to factors outside Uno's reasonable control.

4. Pickup Standards
Uno aims to complete pickups within the scheduled collection window. Delays may occur due to traffic, weather, access restrictions, or operational demand.

5. Proof of Delivery
Where applicable, proof of delivery may include:

• Recipient name

• Recipient signature

• Delivery photograph

• GPS confirmation

• Delivery timestamp

Uno may determine the appropriate proof of delivery method based on operational requirements.

6. Shipment Visibility
Customers may receive shipment updates through supported channels, including:

• Website

• Mobile application

• Business dashboard

• API

• Email

• SMS

• WhatsApp (where available)
   

7. Failed Deliveries
A delivery may be unsuccessful where:

• the recipient is unavailable;

• the address is incorrect;

• payment is refused for COD shipments;

• access to the delivery location is not possible;

• delivery would violate applicable law or safety requirements.

Additional charges may apply for re-delivery or return services.

8. Operational Incidents
Uno maintains procedures for the management of operational incidents, including shipment delays, damaged parcels, lost shipments, service disruptions, and customer complaints.
Customers should report incidents as soon as reasonably practicable.

9. Service Performance
Uno continuously measures operational performance, including:

• On-time delivery

• Successful delivery rate

• Pickup performance

• COD settlement accuracy

• Customer satisfaction

• Incident resolution

• Shipment visibility

Performance metrics may be shared with business customers where applicable.

10. Service Improvements
Uno reserves the right to modify operational procedures, routing, technology, and service standards to improve network efficiency and customer experience.