Frequently
Asked Questions

What is TappCart?

TappCart is a new source of earning opportunity for the drivers. “TappCart” allows to receive request for package delivery within the city through the TappCar application.

A TappCart request is similar to the ride request. Drivers will receive a request on the driver app with a type mentioned as “TappCart” and they can choose to accept or decline the request.

What can a driver deliver?

Driver can deliver packages that fit the below criteria: T&C for (TappCart for drivers)

• The packages should have a combined maximum weight of 50 pounds.
• The packages should have a combined maximum value of $500.
• The packages should fit easily in the trunk of the vehicle.
• The packages should be sealed and ready to be picked-up with a label enclosing the name, address and phone number of the recipient.
• The packages should not contain any items which are prohibited to transport in Canada, such as:
  - Firearms
  - Animals and Livestock
  - Cash
  - Explosive items, that are flammable or poisonous
  - Fragile items
  - Harassing or threatening content for the recipient

Can a driver cancel the delivery?

A driver can cancel the trip if the package does not meet the criteria for the package mentioned in the above question. The driver can cancel the trip before putting the package in his vehicle if he believes it contains prohibited items.

If the driver cancels the trip after accepting the package and starting the ride, the driver has to return to the pick-up address and hand over the package to the sender or reach out to the customer support before cancelling for advice.

How does a driver sign-up for TappCart

To sign up for TappCart, drivers can sign up via the announcement they received from Tappcar with an “Invitation to apply”, or they can reach out to the customer care to get their profile added to the new service.

How do drivers opt out of TappCar?

Drivers need to contact the customer care team to opt out of the “TappCart” service.

Customer service team will disable the “TappCart” vehicle category for the requesting driver.

How do drivers accept the request?

TappCart request is similar to the ride request. Drivers will receive a request on the driver app with a type mentioned as “TappCart” and they can choose to accept or decline the request.

• If the request is accepted and driver arrives at the pick-up location, driver needs to meet the requester at their vehicle and make sure that the package is sealed and has a label with the recipient’s details before putting the package in the trunk of their vehicles.
  
• The requester can track the delivery through the app or can share the driver and vehicle details with the recipient.
  
• Once the driver arrives at the drop-off location, the recipient will retrieve the package from driver’s vehicle.
  
• If the recipient is not at the drop-off location, call the recipient. If the recipient does not respond, contact the sender through the application and ask them to co-ordinate the drop-off. If there is no resolution after 10 minutes of arrival at the drop-off location, driver can return the package to the sender and the fare of the return fee would be added to the overall fare.

What can the customers send?

For packages to be delivered using the TappCart service, customers can send small or medium packages that would meet the below criteria:

• The packages should have a combined maximum weight of 50 pounds.
• The packages should have a combined maximum value of $500.
• The packages should be sealed and ready to be picked-up with a label enclosing the name, address and phone number of the recipient.
• The packages should not contain any items which are prohibited to transport in Canada, such as:
  - Firearms
  - Animals and Livestock
  - Cash
  - Explosive items, that are flammable or poisonous
  - Fragile items
  - Harassing or threatening content for the recipient

Can a customer send the package as a surprise gift to the recipient?

Yes, a customer can send the package as a surprise gift. Though, customer would have to clearly inform the driver through the “Note” section in the app or while picking up the order, to either leave the package at the recipient’s door or call the recipient once the driver reaches the drop-off location.

However, we strongly recommend informing the recipient about the package being delivered so that they can collect the package directly from the driver.

What happens in case the package is damaged?

Tappcar does not provide the insurance for the packages being delivered. If the package gets damaged during the delivery, the customer must submit the photos and description of the package before it was picked-up and after it was delivered within 48 hours of the delivery time.

The customer service team would look into the issue and if found legit, would refund the delivery cost to the customer within 3-5 business days.

How to request a TappCart delivery?

1. Open the TappCar’s customer application.
   
2. Enter the recipient’s address (Package destination) in the “Where to?” section of the Tapcar application.
   
3. In the pick-up address, customer requesting the delivery has to enter the exact pick-up location for the package.
   
4. Go to the vehicle options and scroll through and select “TappCart”
   
5. Agree to the terms and conditions for the package delivery and confirm that the package is sealed (make sure that the package is labeled with recipient’s name, address and phone number) and does not contain any items mentioned in the prohibited list.
   
6. Click on “Ride Now” and on the next screen, add a note to the drivers which must have recipient’s name, complete address and phone number.
   
7. Click on confirm ride to book a pickup. Customers won’t be able to change the pick-up or drop-off location once the request of the delivery is confirmed.
   
8. Meet the driver and load the package into the vehicle and provide any additional instructions if necessary.
   
9. Inform the recipient about the pick-up and share the driver and car details with the recipient and instruct them to meet the driver once the driver is at the location and calls the recipient and retrieve the package from the vehicle.

Note: Customer service will contact the recipient or the requester to confirm the delivery.