Frequently Asked Questions
Account
How do I reset my password?
Use the Forgot Password link on the Login page.
How do I delete my account?
Go to Profile > Delete Account. This is permanent.
Can I change my email address?
Yes — Profile → Edit. We send a verification link to the new address before switching.
How do I enable 2FA?
Admin users: System → My 2FA Security → scan the QR code with Google Authenticator / Authy.
My account is frozen — what now?
Settle outstanding balances from My Bills. Admin reactivates within 1 business day of payment confirmation.
Delivery
How long does delivery take?
Standard delivery is 1-5 days depending on distance.
Can I cancel a shipment?
Yes, while status is Pending. Use the My Shipments page.
Drivers
How do I become a driver?
Apply at /?action=apply_driver with your licence details, vehicle info, and a doc upload. We respond within 2-3 business days.
Do you provide a vehicle or do I bring my own?
Both options. Pick during application — own vehicle = higher pay rate, company vehicle = simpler onboarding.
How are drivers paid?
Weekly. Direct to your wallet or bank account (whichever you set during onboarding).
Escrow
How does P2P escrow work?
When booking, tick 'Hold in escrow' and enter the item value. We debit your wallet immediately and hold it until: (a) the receiver confirms delivery, OR (b) the dispute window expires without complaint.
What if the item arrives damaged?
Open a dispute from the public tracking page within the dispute window (default 48h after delivery). Admin reviews within 1 business day and either releases funds to seller or refunds you.
Can admin charge a dispute fee?
Yes — at decision time admin may charge a penalty to either party (typically frivolous disputes). Audited in the customer's wallet history.
Insurance
Do you offer insurance?
Yes, you can add insurance when booking a shipment.
KYC
Why do I need to verify my identity?
Verified accounts unlock higher daily limits, wallet top-ups via bank transfer / crypto, partial-payment negotiation, and P2P escrow. Compliance requirement.
How long does KYC take?
Most submissions are approved within 24 hours. You'll get an email with the decision plus next steps.
Payments
How do I top up my wallet?
Go to Wallet > Top Up and enter the amount you want to add.
How do I pay with my wallet?
Top up Wallet → Top Up → pick a method (Stripe, bank transfer, crypto). Top-ups appear instantly on demo / Stripe; bank/crypto require admin verification.
Can I split a bill between sender and receiver?
Yes — when booking, choose 'Split' as the payer and set the % each side pays.
What happens if my partial-payment offer is rejected?
Your deposit is refunded to your wallet in full and reminders resume on the original schedule.
Pricing
How is shipping calculated?
Base fee + weight (per kg) + distance (per km).
Do you offer discounts?
Yes — apply a coupon code at checkout, or earn loyalty points on every shipment.
Are the bill amounts negotiable?
Each bill template has a set amount, but at booking you can choose to allow partial-payment negotiation. Admin reviews each request.
Why do bigger packages cost more?
Pricing is calculated as: base rate + weight + distance + priority surcharge + insurance (if added). All on a transparent slider on the booking page.
Refunds
When can I cancel a booking?
While the status is 'Pending'. Once it moves to 'In-Transit' or beyond, no cancellation is possible — file via the Recovery process if there's an issue.
What is the recovery process?
Open at /?action=my_recovery. We review claims within 5 business days. See Refund Policy for the full process and time limits.
Tracking
How do I track my shipment?
Enter your 10-character tracking ID on the Track page.
What if my tracking ID is invalid?
Double-check the ID. If it persists, contact support.
My tracking shows no updates — what should I do?
Updates appear when the driver scans your parcel at each checkpoint. If there's no movement for 24+ hours, open a support ticket with your tracking ID.
Can the receiver track without an account?
Yes — they paste the tracking ID on /?action=track. No login required.