Before going online
Use a roadworthy and legally compliant vehicle, a clean insulated delivery bag, a charged phone with mobile data, location and essential notifications, and go online only when ready to work safely.
At pickup
Travel safely, confirm the correct source and order reference, wait for authorised release, check packaging and keep hot and cold items appropriately protected.
On the road
Secure the order, obey road rules, never sacrifice safety for an ETA and stop safely before reading or changing information in the app.
At drop-off
Confirm the address and recipient, follow access instructions, request the PIN only at handover, record cash only after receipt and never leave an order without authorised instruction.
When something goes wrong
Use the issue flow promptly for delay, accident, unsafe access, damage, customer unavailability or cash discrepancy. Contact emergency services first where immediate safety is at risk.