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