Delivery protocol

5.2.1 They check the driver app for any access instructions set by the recipient, and follow them where present.

5.2.2 They attempt delivery in person, knocking or ringing at the door and awaiting a response, or delivering through the letterbox where the parcel allows.

5.2.3 Where there is no response, they check for an alternative delivery preference and deliver accordingly, for example to a designated safe place or a neighbour.

Recipients can set and revise these preferences in-flight via the HIVED tracking page right up until the point of delivery, including a designated safe place, a preferred neighbour, a photo of the preferred safe-place location and an exact GeoPin. A recipient’s own instruction always takes precedence over the fallbacks below.

5.2.4 Where no preference has been set and the address is a managed apartment building, they attempt delivery to an in-person concierge in person.

5.2.5 Where no preference has been set and no concierge is available, they call or text the recipient to request instruction, and follow the preference given. All calls are AI-transcribed and summarised for your customer support teams to review in the HIVED Dashboard.

5.2.6 Failing all of the above, the driver may deliver to a nearby neighbour, or to a safe place at their own discretion. Safe-place rules apply throughout: no publicly visible areas, communal spaces or bins. Safe-place delivery is withheld entirely where ‘do not leave’ is set at account or consignment level during the early stages of partnership with our retailers.