DELIVERY AND HANDOVER POLICY

1. Scope

This policy applies to physical products, digital products and services purchased directly on the Hallovis website.

Physical products may be sold by Hallovis directly or supplied as part of a service package, according to what is published on the product page, the order, the quotation or the agreement with the customer.

2. Order processing

Physical products

Orders are processed once Hallovis has confirmed the payment.

Processing normally takes 01 to 07 working days. For products that need preparation, production, packing or separate handling, it can take up to 02 working weeks, or the time stated on the product page, in the order confirmation, or in the agreement with the customer.

Processing time excludes Saturdays, Sundays, public holidays, and anything outside Hallovis's reasonable control.

Once the order is handed to the carrier, Hallovis sends the confirmation and a tracking number, where the carrier provides one.

Digital products and services

Once payment is confirmed, the Hallovis system records the order and assigns it to a member of the team. That person checks the order details, confirms the conditions for starting, and then delivers the digital product or begins the service within the scope, timing and commitments of the package.

Delivery time runs from the moment Hallovis has the full payment or the agreed deposit, together with the brief, content, data, resources, access rights and any other information needed from the customer.

The commitment to start or deliver within 24 to 72 hours applies only to products or services that state this time on the product page, in the order confirmation, in the quotation or in the agreement, and only once the customer has provided everything required.

3. Charges and delivery times

Physical products

Shipping is charged on the delivery address, the weight, the dimensions, the delivery method, and the carrier's rates at the time the order is placed.

The estimated shipping charge may be shown at checkout, or confirmed with the customer before dispatch. Where the actual charge differs from the estimate because the carrier has adjusted its rates or the delivery details have changed, Hallovis will tell you before any additional charge is made.

Delivery time is counted separately from order processing time and is an estimate only. The actual time can change with the delivery address, the carrier, the weather, peak season, customs procedures, or events outside Hallovis's reasonable control.

The customer is responsible for giving an accurate name, phone number, delivery address and any other details required. Costs arising from incorrect details, an address change after dispatch, repeated delivery attempts, or the customer being unable to take delivery are borne by the customer, unless the cause lies with Hallovis or with a carrier appointed by Hallovis.

Digital products and services

Digital products and services carry no physical shipping charge, unless the package involves delivering goods or physical documents and this has been notified separately.

Files, download links, access codes, tokens, accounts and handover details are provided by email, SMS, cloud storage, a system account, or another method agreed by both sides.

The customer is responsible for making sure the email address, phone number and other contact details given at the time of ordering are correct and in use.

4. Checking on receipt or handover

Physical products

Please check the outside of the parcel on receipt.

If the product is damaged, incomplete or incorrect, take photos or video and contact Hallovis within 48 hours of receipt so we can look into it.

Digital products and services

The customer is responsible for checking the files, links, accounts, access codes and other deliverables once Hallovis has sent the handover notice.

Delivered files and data are kept on the Hallovis system or cloud platform for 14 days from the date of handover.

After that, Hallovis may delete the data to protect information security and keep storage in order. The customer is responsible for downloading, backing up and keeping their own copy of everything within that period.

5. International delivery and handover

Physical products

Where Hallovis supports international delivery for a given product, the international shipping charge is calculated on the destination country, the weight, the dimensions, the shipping method and the carrier's actual rates.

The customer is responsible for import duty, local taxes, customs charges, clearance fees and any other charge arising in the destination country, unless the checkout, the quotation or a separate agreement states that these are included.

International delivery times vary with the country, the carrier, customs procedures and other outside factors.

Digital products and services

Hallovis hands over by email, download link, cloud storage, an account, a system, or another electronic method agreed with the customer.

The customer is responsible for making sure they can access, download and store the data in the country or region where they are using the service.

6. Handover of digital products and services

Digital products, plans, reports, designs, media content, Landing Page, consulting documents and other service deliverables are handed over by email, download link, storage platform, an account, or a system agreed by both sides.

The scope of the handover follows what is published on the product page, the order confirmation, the confirmed brief, the quotation, the contract, or the agreement between Hallovis and the customer.

Where the customer is late in providing information, resources, feedback, approvals or access rights, the processing and handover time is adjusted accordingly.

The Hallovis system may send an email or notification asking the customer for the information or feedback still outstanding. The customer can also reach WhatsApp +84 906 427 800 for a progress update and help completing what is needed to start.

Requests that fall outside the confirmed scope of work may add time and cost. Hallovis will say so in advance and will proceed only once both sides confirm.

7. If the goods or the handover have not arrived

If the estimated time has passed and the customer has not received the goods, the email, the files, the access code, the token, the account or the handover link, please check the spam folder, the promotions tab, text messages and the other contact channels registered before raising a request.

Please give the order number and the contact details used when ordering.

Hallovis gives an initial response within 04 working hours of receiving the information needed. Where the matter has to be checked with the system, the person handling it, a partner or the carrier, verification and resolution can take longer, but no more than 72 working hours, unless more time is needed because of something outside Hallovis's reasonable control.

Where the customer has entered an incorrect email address, phone number or other contact detail and therefore has not received the digital product or the handover information, Hallovis will resend it up to 03 times once the customer has verified and supplied the correct details.

The customer is responsible for checking and confirming their contact details before asking Hallovis to resend the product or the data.

8. Contact

For anything to do with delivery, handover, progress, or help receiving a product, please contact:

Email: contact@hallovis.com
WhatsApp: +84 906 427 800
Support hours: Monday to Friday, 09:00 to 18:00 (GMT+7)