Welcome to the
Dropio Sender FAQ

Scroll down to find our most frequently asked questions for our senders. Simply tap your question to see reveal the answer. If you still can’t find what you’re looking for, don’t hesitate to Get in touch or visit our Courier FAQ.

About DROPio

A DROPio account is required if you want to send a package or if you want to help deliver it. The sign up is free and can be done in the app.

You don’t need an account if you are the one receiving the package.

Couriers are independent professionals connected to our platform. Together with a smartphone and their own vehicle, they’re eager to help you with your tasks as quickly and effectively as possible.
Do you want to be a courier? Great! Just fill out the form in this link: https://dropio.app/courier/

With DROPit you can deliver anywhere you want inside the UE. 

We offer both short-distance and international delivery. Just pop in the app, fill in the form and pick the option that best suits your needs.

DROPio connects individuals/legal entities (couriers) heading to a specific destination with senders looking to deliver a package along their way. Our algorithm minimizes the additional distance a driver would need to cover to pick and drop the parcel. 

It is our main goal to make DROPio as safe as possible. We verify our couriers and, for your peace of mind, we implemented live tracking and contact options for the whole duration of your package’s travel.

Make sure that the parcel is wrapped well and that you have added the correct details of the recipient on the box/envelope/bag. On the app form, attach a clear photo and the estimated weight of the parcel. Afterwards, be available when the courier contacts you, and meet them in time at the settled location for the pick-up, following the COVID 19 regulations.

Be available if the courier contacts you during the transport. Afterwards, be available when the courier contacts you, and meet them in time at the settled location for the drop, following the COVID 19 regulations.

You can rate and review the courier after every completed delivery. Also, you should report any issues in detail in the Dashboard support tab. The DROPio support team will take over and try to solve the matter.

Profile & Account

Download the DROPio app.

Choose if you want to be a client or a courier.

You will be automatically directed to the sign-up page.

Fill in all the information required in the form (you’ll need to show a valid ID), and get ready to drop it.

We are asking you to verify your identity to help improve the safety of our users. Sending a real-time photo of yourself and a picture of a valid ID will help us verify that you are a real person and that the account is yours, and is being used by you.

In the app, go to the Dashboard menu > Profile. 

If possible, try another email address or phone number. If you still encounter issues, contact us at support@dropio.app

Searching & Booking

In the delivery form:  choose the cities of departure and arrival, select the date and time of pick-up and delivery.

Fill in the extra details: the weight and photo of the parcel, and the name, phone number delivery address of the recipient.

We will show you the available delivery options based on your criteria.

Pick the one you prefer, and we will connect you with the courier of your choosing. 

If no courier is available on the specific route and date, your request will be directed automatically to the Pending rides tab, where you can access it at any time. You will receive a notification as soon as a courier is available and can pick-up your parcel.

The unique code is the system we use to complete order and keep things safe. There are 2 steps:

1. After confirming the ride, you receive a unique number. You should send that number to the reciever if the package, so they will have access to it when the courier arrives.

2. When the courier arrives at the delivery point, the receiver gives them the code. The courier will use that code to finalise the delivery in the app and we will know the package was safely delivered.

After you fill in all your delivery information, we will show you the available delivery options based on your criteria.

Pick the one you prefer based on their price, rating, and mode of transport. 

If no courier is available on the specific route and date, your request will be directed automatically to the Pending rides tab, where you can access it at any time. You will receive a notification as soon as a courier is available and can pick-up your parcel.

If your delivery request has been declined, you need to start again by filling in a new delivery request. 

Your delivery request cannot expire. If no courier is available on the specific route and date, your request will be directed automatically to the Pending rides tab, where it will stay unless you choose to delete it or to change the date and time of pick-up and delivery. 

You can contact your courier by leaving them a message in the My delivery tab, or by a phone call or WhatsApp. You can also track your courier’s location from the same tab.

If the courier can’t be contacted (either by leaving them a message in the My delivery tab, nor by a phone call or WhatsApp), contact us at support@thedropit.app and we will take over. 

After every completed delivery, you can rate and review the courier in the app.

Your package

According to our terms and conditions, any type of package is allowed, if it adheres to the EU and national regulations and doesn’t exceed the recommended value of 450 euro. Cigarettes, alcohol, drugs, or any illicit substances are forbidden. 

Our couriers can use either bikes, scooters, cars or small trucks not exceeding 990 kg per load. 

The goods that fall into package size limits 65 x 55 x 40 cm or weigh less than 20 kg can be transported with a personal car, bike or motorbike. The size and weight may exceed limits in case of vehicles specially intended for package delivery. If your package is fragile or exceeds 35 kg, you will need assistance to lift it or move it to the pick-up point. You can choose this option in the app. Every package that exceeds 75 kg must be well-wrapped and transported to the pick-up point either with a forklift or an electrical pallet truck.

Starting from the pick-up point until the delivery is completed, the courier is responsible for the parcel they transport. 

You cannot change the details of a scheduled delivery. Once the delivery is confirmed, the search for an available courier is set in motion and no changes can be made.

Any changes, such as pick-up/delivery city, date and time, parcel details, personal details, the price can be made BEFORE accepting the price offer and confirming the delivery. Once you confirmed the delivery, you will be directed to the payment page to complete the payment. No changes can be made after this point. You can see all the ride details in the My delivery tab and live track the courier during transport.

The delivery will arrive at the time you set it up in the app and as you discussed it with the courier. In the case of traffic or delays during transport, you will immediately be notified by the courier. 

We recommend you always consider an estimated margin for both the pick-up and arrival time. If by any circumstance, your delivery will be delayed because of different factors like accidents, traffic jams or long waiting time at the border, your driver will notify you. You can also track their location within the app. 

Cancellations & Troubleshooting

You can cancel your delivery request at any time from the Pending rides tab by simply swiping left – Delete, or from the Price offer tab by rejecting the offered price.

You will not be charged if you cancelled before the delivery was confirmed by the courier. 

If the courier cancels the delivery before confirmation, start over and find another available courier. After the delivery ride is confirmed, no changes can be made.

If the courier confirmed the ride but doesn’t show up as scheduled, you can contact them directly via the app, phone call or WhatsApp. If they don’t reply, please contact us at support@dropio.app

You can find the unique delivery code in the app, in the section My delivery – Tracking. We have also sent you an email containing it. If you can’t find it in your inbox, check the Spam folder as well, just in case.

If the courier cancels the delivery before confirmation, start over and find another available courier. After the delivery ride is confirmed, no changes can be made. 

If the courier confirmed the ride but doesn’t show up as scheduled, you can contact them directly via the app, phone call or WhatsApp. If they don’t reply, please contact us at support@thedropit.app.

You can find the unique delivery code in the app, in the section My delivery – Tracking. We have also sent you an email containing it. If you can’t find it in your inbox, check the Spam folder as well, just in case.

We’ll compensate the courier the full client contribution. It’s not fair for couriers to be kept waiting, so it’s best that the clients cancel their booking beforehand

We’ll fully refund the client, including service fees.

If the client cancels more than 12 hours in advance, we’ll refund them 75% of the booking, excluding service fees. We’ll also compensate the driver 25% because the passenger cancelled shortly before the ride.

If the client cancels later than  12 hours, we’ll refund them 50% of the booking, excluding service fees. We’ll also compensate the driver 50% because the passenger cancelled shortly before the ride.

We’ll fully refund the client, including service fees. After 3 cancellations in a row without any reason, the courier´s user account will be blocked. 

To discuss your issues regarding the delivery of your package contact us at support@dropio.app  or access the Support tab in the app.

Rate your courier and write a detailed review of your delivery in the Rating and review tab. If a courier has a rating below 3 stars, his/her account will be suspended. Our team of specialists will analyze the case, depending on its nature and take action accordingly.

Payments, Pricing & Refunds

The price of our service is optimized by distance, so the closer it is, the cheaper it is. Our algorithm calculates the exact price per km and renders a minimum-maximum price for your delivery, depending on the type of vehicle you choose to deliver with (bike, car, van or small truck) and the distance you cover. This price is based on a market study adapted to the DROPio needs. The DROPio delivery fees are listed in our terms and conditions.

You will be automatically directed to the payment page after you accept the delivery terms settled by the courier and the delivery request is confirmed and scheduled. 

Immediately contact our support team at support@dropio.app 

Immediately contact our support team at support@dropio.app 

You can change your payment details from the Dashboard tab > Payment > Card Details.

We accept payment cards issued by Visa ,Mastercard, Revolut

No, payments are done only via the DROPio app.

After confirming the delivery, you click the Proceed to payment button and you are automatically directed to the payment page. 

Check if your Visa or Mastercard account is valid and insert all details correctly. If it still doesn’t work, contact us at support@dropio.app 

You will receive an invoice after completing the payment directly on the email address that you entered when you sign-up your DROPio account.

The DROPio service fees are calculated based on a specific percentage of the ride value. The fee will always be displayed separated from the actual delivery price.

Private clients will be charged with an 8% fee, while private couriers with 12%. Companies will be charged with a 15% fee.

You can find out more info about our fees by carefully reading our terms and conditions.

Contact us at support@dropio.app  and explain your reason for soliciting a refund.

We do not recommend tipping the courier. 

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