FAQ
Questions, answered plainly.
No jargon, no deflection. If something isn't covered here, there's a contact link at the bottom.
Getting started
- What is Dot Delivery?
- Dot Delivery is a same-day delivery platform. You request a delivery through the app, a nearby verified rider picks it up, and it arrives at the destination — confirmed by a code the recipient holds. No calling around, no guessing where it is.
- Where do you operate?
- We're launching in Harare. As our rider network grows, coverage expands. Sign up for the waitlist and we'll let you know when your area goes live.
- Do I need an account to send something?
- Yes. An account lets us tie pickups and deliveries to a verified identity, which protects both you and the rider. Sign-up takes about two minutes.
- Is there an app?
- Yes — the Dot Delivery app is how you place requests, track deliveries, and manage your history. It's available for Android, with iOS coming shortly after launch.
Sending a delivery
- What can I send?
- Documents, parcels, food, hardware, medication — most things that fit on a motorbike. We don't handle dangerous goods, controlled substances, or anything illegal. If you're unsure, contact us before requesting.
- How is the fare calculated?
- Fares are based on distance, with a fixed base rate. You'll see the exact fare before you confirm — there's no surge pricing and no surprise charges at the end.
- What's the pickup code?
- When a rider is matched to your delivery, we send you a one-time pickup code. The rider must enter it before they can take the package. Don't share it until you've confirmed the rider matches the name and photo in your app.
- What's the drop-off code?
- The recipient gets a separate drop-off code. The rider enters it on arrival to close out the delivery. Without it, the trip stays open — which means the package hasn't been confirmed as received.
- Can I track my delivery in real time?
- Yes. Once a rider is assigned, you can follow the trip live on the map. You can also share a tracking link with whoever's receiving the package.
- What happens if my rider doesn't show up?
- If a rider accepts and then goes offline, the system reassigns your request to another nearby rider automatically. If the whole request expires without a match, you're notified and nothing is charged.
Riding for Dot Delivery
- Who can become a rider?
- Anyone with a valid national ID, a registered motorbike, and a clean driving record can apply. We review every application manually — we don't auto-approve. Currently accepting motorbike riders in Harare.
- What documents do I need to apply?
- National ID, proof of address, vehicle registration papers, a photo of your licence plate, and a live selfie we match against your ID. All documents are stored encrypted and accessed only by our verification team.
- How do I get paid?
- Customers currently pay cash on delivery, collected by you directly. We're working on digital payment options — riders will be the first to hear when that changes.
- Is there a minimum number of deliveries I have to do?
- No. Go online when you want, go offline when you don't. There are no shift commitments, no minimum quotas, and no penalties for being offline.
- What does the platform take?
- A commission percentage is applied to each completed delivery. The exact rate is shown in the rider app — we don't hide it in small print.
- What if a customer gives me a wrong code?
- Don't take the package without a valid pickup code — that rule protects you if there's a dispute later. Contact support through the app and we'll help resolve it.
Business accounts
- How is a business account different?
- Business accounts get auto-dispatch (no waiting for a rider to accept), a saved depot address, volume pricing, and full delivery history with downloadable receipts. They're verified separately from individual accounts.
- How do I get a business account verified?
- Register through the app and our team will reach out to verify your company before activating the account. It typically takes one business day.
- Can multiple people place orders under one business account?
- Multi-user team access is on the roadmap. For now, one account covers your operation. Get in touch if you need a workaround for your setup.
Safety and trust
- How do I know the rider is legitimate?
- Before a rider ever sees a request, we've verified their national ID with a live selfie match, checked their vehicle registration, and reviewed their application by hand. You'll see their photo and licence plate in the app before they arrive.
- What if something goes wrong with my package?
- Every trip is logged end-to-end — pickup code, drop-off code, timestamps, and the rider's identity. Contact support with your delivery ID and we'll investigate with that full record. Don't discard the drop-off code until you're satisfied everything arrived correctly.
- How is my personal data handled?
- We operate under Zimbabwe's Cyber and Data Protection Act, 2021. Rider documents are stored encrypted. Location data is used only for active deliveries and not sold to third parties. See our Privacy Policy for the full picture.
Still have a question?
Reach out on WhatsApp and someone on the team will get back to you — usually within a few hours during business days.