Delivery Policy

This page explains how a Roundrop freight booking actually gets fulfilled — from confirmed booking to delivered cargo. It’s a service delivery policyfor a freight-matching marketplace, not a parcel-shipping policy: Roundrop doesn’t move your goods itself, we connect you with an independent driver and give both sides tracking, verification, and payment protection around that trip.

1. Before pickup

Once a booking is confirmed and paid, both driver and shipper get confirmation through the app, WhatsApp, and (where enabled) SMS. You’ll get reminders 24 hours, 2 hours, and 30 minutes before the pickup window starts. Pickup is booked as a time window, not an exact minute — the driver confirms “on the way” in-app shortly before arriving.

If a driver hasn’t started moving 15 minutes after the pickup window opens, we proactively flag it to both sides rather than leaving the shipper to wonder.

2. Pickup confirmation

Pickup is confirmed by three independent checks, not just a tap:

1. GPS confirms the driver is within 500 metres of the pickup point
2. The driver photographs the cargo before loading
3. The shipper enters a one-time pickup code shown only to the driver — this is what actually marks the booking “picked up”

Three incorrect code attempts flags the booking for review rather than allowing indefinite retries.

3. In transit

• The shipper can watch the truck’s live position in-app for the duration of the trip.
• If the estimated arrival time shifts by more than 15 minutes, the shipper is notified with an updated ETA.
• If the truck goes more than 5km off the expected route for more than 5 minutes, our operations team is flagged; if it stays off -route for 30 minutes, both the driver and shipper get a prompt to confirm what’s happening.

4. Delivery confirmation

Delivery is confirmed the same rigorous way as pickup:

1. GPS confirms the driver is at the delivery location
2. The driver photographs the delivered cargo
3. The shipper shows a one-time delivery code; the driver enters it to confirm handover

At that point the shipper is asked to confirm cargo condition — good, minor damage, or a serious problem. A serious problem opens a dispute and holds payment in escrow while our team reviews the evidence trail (GPS, timestamps, and both photos). Confirming delivery in good condition is what releases the driver’s payment from escrow — see our Pricing page for how escrow works.

5. Multi-drop bookings

A single driver’s journey can carry several independent bookings, picked up and dropped off in route order. Each booking has its own pickup/delivery codes, photos, and escrow — one shipper’s delivery never depends on another’s.

6. Delays and failures

If a driver is running significantly late, both sides are notified proactively rather than left to find out on arrival. If a pickup or delivery genuinely cannot happen as booked, see our Cancellation & Refundspage for how that’s handled depending on who’s responsible and when it happens.

7. Cargo protection

Every booking includes GPS tracking throughout the trip and payment held in escrow until delivery is confirmed. Formal cargo insurance is not yet integrated — today, cargo issues are handled through the photo/GPS evidence trail above and manual dispute resolution, not an insurance claim.

8. Questions about a specific booking

Contact hello@roundrop.in with your booking details.