faq

Frequently asked questions

Customer FAQs

Can customers make orders once the vendor is closed?

Hrvst allows customers to make orders, even when a vendor is closed and it is treated as a future order.

What is your refund policy like?

Hrvst has implemented processes that allow refunds as outlined in our Refund policy

My order never arrived.

Take the following steps:

Check order status
Contact us on social media and we will carry out further investigation.

I received the wrong order what do I do?

In the rare event that this should happen, communication will be made in due time.

How many payment methods can I use on Hrvst?

Hrvst customers are free to choose which payment method best suits them, they can either pay via bank card or mobile money.

Who do I contact if I have issues with my order?

Hrvst allows you to get in touch with the vendor via the app to lodge a complaint.

Can I cancel my order once it is placed?

Hrvst has a provision that allows you to cancel the order before 6 am on the delivery date and get a full and automatic refund.

Can I edit my order once it is placed?

One can only edit their order before checkout. Once an order has been placed a customer's cart is cleared.

How do I know if the vendor has received my order?

Once a vendor receives your order Hrvst will send you a notification.

Is it possible to get contactless delivery?

On Hrvst the customer and drivers do not need to be in touch for a delivery to be made. The customer, however, needs to be in constant communication with the vendor to ensure the delivery is made to the right address.

Can I change my delivery address after I have placed the order?

We don't have a provision that allows delivery addresses to be edited after the order. You can only edit your delivery address before the order has been placed.

Can I order from more than one store at once?

Yes. A customer has the ability to order from more than one store.

What happens if my order is damaged?

Hrvst allows a customer to file a claim against a vendor if the order is damaged.

What happens if I am not satisfied with the customer service/delivery service?

As a customer, you will be able to give a review of your experience with a vendor.

Can I track my order?

Yes. You will be able to track your order, the app provides a badge that shows the order status.

Will I get an order confirmation?

Yes. You will receive a notification from Hrvst indicating that your order has been placed and accepted.

Do you deliver every day?

Every vendor has a stated delivery date that is visible on the vendor's profile.

How do I place an order?

Take the following steps:

Once you are signed in to Hrvst, you can select the items you want to order, add them to the cart, then place your order.

How do I know if you service my area?

Hrvst will only try to show you vendors that serve your area, by asking you to set your current location/delivery location.

What do I do if I am having issues with my payment?

We have built-in alerting systems that notify us when something fails within the app. Failed payments would trigger an altar, which our customer success team would handle. When possible, we inform users why a payment has been unable to process. This is to improve the experience and guide them to a potential resolution.

When do additional charges apply?

Kindly check with the vendor you are ordering from but generally, on Hrvst there are no additional charges.

How do I download the App?

If you are on either Android or iPhone, you can download the Hrvst app on the Google play store for Android or Apple app store for iPhone.

What happens when I can't sign in or log in to the app?

Take the following steps:

Try and reset your password
If that fails, contact us Here

Do I have to use my own bank account to make a payment?

Yes, customers are free to make payments using other bank details.

My app isn't working! What do I do?

We have built-in alerting systems that notify us when something fails within the app.

Vendor FAQs

What do I do if all my drivers are busy?

Hrvst in the next version of the app will have a provision for third-party delivery companies.

How is an order deliverd to customers?

Hrvst vendors will take full responsibility for orders and deliveries to the customers. However, Hrvst will have a provision for third-party delivery companies in the next version of the app.

Is there an option to opt out of Hrvst without any charges?

Hrvst allows the vendor to opt-out at any time without attracting any hidden charges.

How is payment processed?

Once a customer makes a successful payment, funds minus the transaction fee is sent to our vendors' account.

What are your subscription plans?

Hrvst has a subscription plan for vendors who have successfully registered and signed the NDA.

How much does it cost to become a vendor?

No costs are incurred during beta testing.

What can I sell on Hrvst?

Hrvst promotes healthy living. Hence, we partner with vendors who sell fresh farm produce, e.g., Fruits, and Vegetables.

Are there contracts available for signing after beta testing?

Yes, after beta testing, every vendor is required to sign our Vendor Agreement.

How will the app optimize delivery routes for us?

Hrvst provides an optimized route to each driver using google maps for every order.

Do you have a refund policy in place?

Hrvst has implemented processes that allow refunds as outlined in our Refund Policy

What happens if I run out of a particular product?

Hrvst has a provision that allows a vendor to mark the product as out of stock on the vendor mobile and web app.

What do I have to do to be on the platform?

Hrvst has provided an online registration on the website for vendors.

Is there a specific set of standards a vendor must adhere to?

To ensure our clients get the best quality of service, Hrvst has a set of standards a vendor must adhere to as outlined in the criteria.

What are the terms of service for Vendors on Hrvst?

Our terms of service are outlined on our Hrvst website.

How will I direct traffic to the app?

Through media marketing via our social media platforms and other creative avenues such as our short animated series. Additionally, we plan to partner with popular home chefs and influencers who align with Hrvst .

How do you handle situations like payment failure?

We have built-in alerting systems that notify us when something fails within the app. Failed payments would trigger an altar, which our customer success team would handle. When possible, we inform users why a payment has been unable to improve the experience and guide them to a potential resolution.

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What happens if we don't make sales on your platform?

On Hrvst, we offer you analytics on what's selling well across all vendors. We empower you with data to rethink your business strategies to tweak your product mix and offerings to align with what is currently in demand. As our community grows, and the platform gains popularity, we anticipate increased demand for all vendors. However, to begin with, volumes may be low until the app is well adopted. We will continue to market all vendors in the early stages of the app launch.

Are there any hidden costs for Vendors?

No hidden costs. We are currently on a free trial period. Subscription is introduced to vendors after the trial period. We maintain a transparent pricing model that is available to all vendors at Subscription Plan.

Is Hrvst offering delivery services?

Hrvst will not directly offer delivery capabilities. However, in the next version of the app, we plan to integrate with several 3rd part delivery companies to provide additional delivery capacity for vendors who wish to expand.

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