Delivery & Rider Matching Policy
Last updated: August 22, 2024
- 1. Delivery Address
- 2. Distance & Delivery Cost
- 3. Rider Selection Process
- 4. If No Rider Is Available
- 5. Location Errors & Corrections
- 6. Contact & Support
1. Delivery Address
- Customers must enter a complete and accurate delivery address in the provided input field.
- Location detection uses GPS to auto-fill coordinates (latitude and longitude), which helps find nearby riders.
- Tip: Enable location on your phone or browser for faster matching.
- Address input is required to continue with the order.
2. Distance & Delivery Cost
- Once the address is entered, the system calculates the distance between your location and each merchant.
- Based on distance and traffic, the system estimates the delivery fee for each vendor.
- Delivery cost may vary per item or vendor based on their location relative to you.
- You’ll see a breakdown of costs before confirming your order.
3. Rider Selection Process
- Our system automatically matches you with a nearby available rider who can deliver your order quickly.
- Rider recommendations are based on:
- Distance to your location
- Current rider availability
- Traffic and weather conditions
- You’ll see the name and details of the recommended rider before dispatch (where applicable).
4. If No Rider Is Available
- If no rider is available, you’ll see a message saying, “No rider available at the moment.”
- You can click on "Recommend a Rider" to notify us to assign someone manually.
- You can also press “Try Again” to refresh the system and check for newly available riders.
- In such cases, we aim to assign someone within 5–15 minutes.
5. Location Errors & Corrections
- If the system fails to detect your location, a red error message will appear.
- You can manually type your address, or check if your GPS/location permission is enabled.
- If the issue persists, contact support, and our team will assist you manually.
6. Contact & Support
- Email: support@instapilau.com
- Phone: +254 111 229 420 (Mon–Sun, 9 AM – 6 PM EAT)
- Address: Ring Rd Westlands Ln, Nairobi, Kenya