Confidence in every handover.
Understand driver checks, delivery proof, item restrictions and the process when something goes wrong. Review the details before you book.
Insurance and declared value
Every driver must hold insurance that covers courier or hire-and-reward use, and we check the certificate before they take jobs. Loss of or damage to an item is handled under our Terms: up to its declared value, within the per-delivery cap for the service area. Claims are reviewed against the proof record.
- Claims: email support with the delivery code within 7 days; we answer within 2 business days with the proof timeline attached.
Proof of delivery
Every job ends with structured proof you can read by API, not a checkbox. You choose what is required when booking; the driver cannot complete the job without it.
- Photo: geo-stamped and time-stamped at the drop-off.
- Signature: drawn on the driver's phone with the recipient's name.
- One-time code: you set the code in metadata.otp; the recipient reads it to the driver.
- Recipient name is captured on every handover; get_proof_of_delivery returns all of it.
Prohibited items
Drivers carry parcels in passenger vehicles and are not licensed carriers of regulated goods. Deliveries containing these are refused at creation or cancelled when discovered.
- Alcohol, tobacco, vapes, cannabis; controlled substances; prescription medicines unless sent by a licensed pharmacy to the patient or carer.
- Firearms, ammunition, weapons, explosives, fireworks; hazardous, flammable, corrosive or pressurised goods; loose lithium batteries.
- Live animals; remains; biological samples without a compliant container and a licensed sender.
- Cash and bearer instruments above the city cap; counterfeit or stolen goods; anything illegal to transport in the service area.
When something goes wrong
Statuses are explicit and money follows them. Nothing is captured until you confirm or the 24-hour auto-confirm passes.
- failed: the driver could not complete; the hold stays until ops reviews within 24 hours, then a full or partial refund by cause.
- disputed: you opened a dispute from the console or the API; the hold stays until it is resolved on the proof.
- returned: the item goes back to the pickup with its own proof; the delivery is captured.
- no_driver_found: the hold is released automatically after the last dispatch wave.
Driver vetting
Every driver goes through the same checks before their first job, with ongoing signals after it.
- Licence, government ID, vehicle and a live selfie, reviewed by a person within 48 hours.
- Recipient ratings on every handover; repeated low ratings pause offers.
- Location and pace checks on every job flag impossible movements and stop the delivery.
- Offers show the item, size and stops before acceptance, so drivers decline what they cannot carry safely.
Your data
We collect what a delivery needs and keep it as long as the law and disputes require. Recipient phone numbers are shared with the assigned driver only while the job is live.
- Addresses, contact names and phones: retained with the delivery record; masked to drivers after completion.
- Proof photos and signatures: retained for the dispute window and then per the retention schedule in the privacy policy.
- API request log: 30 days, visible to you in the console.