User
General Information
1.1.1. What are Uncle Delivery's delivery hours?
Uncle Delivery operates 24/7 to best serve your needs. We specialise in on-demand delivery and same day courier service, matching you with nearby drivers in just a matter of seconds.
Use Uncle Delivery to handle all your express and urgent deliveries, anytime of the day.
1.1.2. How do I contact the Uncle Delivery support team?
You need to click on Help Center > click on General Support.
1.1.3. What are Uncle Delivery's Customer Support Service's hours?
Our customer service time are as follows:
Monday - Sunday: 8am - 8pm
Monday - Sunday: 8am - 8pm
Placing an Order
1.2.1. Can I place a booking with multi-point pickup and drop?
Yes, you can place a booking for multiple stops. However, extra costs for the extra point of delivery or pickup will be calculated accordingly.
1.2.2. Can I book a service in advance?
Yes, you can book service in advance and the vehicle will be allotted at the requested time based on availability.
1.2.3. What is total estimated delivery time?
Once an order has been successfully matched, you will be able to see an estimated arrival time on the map. Once the driver has picked up your delivery, the time listed will be the estimated arrival time to the drop off location.
Please note that the time listed is only for reference and may be changed due to unforeseeable reasons such as traffic and weather issues.
Please note that the time listed is only for reference and may be changed due to unforeseeable reasons such as traffic and weather issues.
1.2.4. How can my favourite driver pick up my order?
If you have a favourite saved in your account, you may request your favourite driver to pick up your order first. However, if none of your favourite driver is online or available, your order may be picked up by another driver.
1.2.5. Does Uncle Delivery provide labor along with pickup and drop locations?
Uncle Delivery does not provide labor services. However, you may negotiate with the driver partners if they are willing to do the extra labor work.
1.2.6. Will I receive an update when my delivery has been received?
Yes! You will be notified on the application immediately when your recipient has received your items.
1.2.7. How to change the driver?
To change the driver, you may simply click on the icon on the top right corner of the order page on the app and click "Find a new driver". Once unassigned, your order will be made available for other drivers to deliver.
Please note that you are only able to unassign the driver once for each order.
Please note that you are only able to unassign the driver once for each order.
1.2.8. Can I track my vehicle status?
Yes,You can track the status of your vehicle via our application in real time.
1.2.9. How to check my delivery status?
You will be able to check the location of the driver via the order page. You may see where your driver is on the map and get notified instantly when the delivery has been completed .
1.2.10. What are the restrictions on the types of products I can ship?
‘Prohibited Items’ means any goods or materials, the carriage of which is prohibited by Applicable Law. Example: Alcohol, Pets.
1.2.11. What is a surcharge?
Surcharge will be added to increase the chance of your order being matched during peak hours. Uncle Delivery will evaluate the on-going demand and supply and implement this surcharge.
1.2.12. Can I book a service in advance?
Yes, you can book service in advance and the vehicle will be allotted at the requested time based on availability.
1.2.13. Do you provide POD for the shipment?
We regret to inform you that we do not offer PODs.
1.2.14. What are the size and weight limits of delivery items?
The size limit varies depending on the vehicle type you chose!
Please refer to the vehicle type page and ensure that you select the right vehicle that suits the dimensions and the weight of your product.
Please refer to the vehicle type page and ensure that you select the right vehicle that suits the dimensions and the weight of your product.
Order Edit and Cancellation
1.3.1. How to cancel the order?
For orders that are not yet matched with a driver, you will be able to cancel the order anytime by clicking ""Cancel Order"" on the order page via the button on the top right corner in the app.
For immediate orders that have been matched with a driver, you may cancel your order up to 15 minutes since the match.
If you wish to cancel the order after the 15-minute period, please contact our Customer Service Team to do so.
For immediate orders that have been matched with a driver, you may cancel your order up to 15 minutes since the match.
If you wish to cancel the order after the 15-minute period, please contact our Customer Service Team to do so.
1.3.2. Are there any cancellation fees?
Currently we do not have any charges for order cancellation.
1.3.3. Why can't I cancel my order?
You can only cancel your order within the grace period. If you wish to cancel your order after that, please contact our Customer Service Team for assistance.
1.3.4. Why can't I edit my order?
No,orders cannot be edited once they are placed. However, you can reach out to our Customer Support team for assistance by using the chat option below.
Fees and Payment Methods
1.4.1. Are toll charges and parking charges included in the fare?
The charges shown on the app are only the transportation charges. All other charges i.e. Toll, Parking, Road Tax and any other incidental charges are above the fare shown.
1.4.2. What happens if a trip is canceled? What are the cancellation charges and policy?
There are no charges or penalties for cancellation.
1.4.3. How would I know my fare charges & bill amount?
Once you enter the Pickup and Drop details, you will be notified of the approximate distance, and accordingly your bill amount will be calculated. With our fare calculator, we instantaneously give you the best rate online.
1.4.4. I would like the recipient to pay for the order. How can I accomplish this?
Simply mention in the remarks to tell the driver that the amount will be paid at the drop off location. Please ensure that you have chosen cash as the payment method.
1.4.5. How to use my Uncle Delivery wallet?
To use your Uncle Delivery wallet, simply change your payment method to "Online Payment" and place an order. You will be redirected to the page to select your preferred online payment method with the Uncle Delivery wallet.
1.4.6. How to top up my Uncle Delivery wallet?
Visit the Wallet section on your account and click "Top Up". You may then select one of the top up options listed on the top-up screen.
1.4.7. Who is responsible for generation and maintenance of E-way bills during transit?
It is the responsibility of the customer to generate the E-way bill and provide a copy of the same to the driver partner.
1.4.8. How to issue order receipts?
Access 'Settings' option on your application. Activate the option 'Receive e-Receipts' post which you will receive receipts for your orders. Please ensure you have an email address updated to which you want to receive the receipts.
Order Issues
1.6.1. I cannot find a driver
We apologise that we haven't been able to find you a driver at the soonest, it could be because there isn't any driver available around your area or all drivers are busy with their orders.
Try adding in a tip using the "Priority Fee" option to encourage drivers to pick up your order earlier.
Try adding in a tip using the "Priority Fee" option to encourage drivers to pick up your order earlier.
1.6.2. I faced an issue with the ongoing delivery
If you face any unforeseen issues with the ongoing delivery and unable to settle with the driver, please connect our Customer Service Team.
1.6.3. My order is still not completed
If your order is still not completed, please contact the driver first and ask for an update on the delivery status. If you are unable to contact the driver or there are other issues, you may contact our Customer Service Team.
1.6.4. My driver did not follow the suggested route on the map.
Drivers may deviate from the suggested route if there are unforeseen traffic situations. If you suspect that the driver is not heading towards the drop off point, please contact the driver to reconfirm. Should you require further assistance, please reach out to your Customer Service Team.
1.6.5. What should I do if my driver is unresponsive?
You may contact the driver via the in-app feature or by a phone call.
If your driver is unresponsive and you would want to change the driver, you may simply click on the icon on the top right corner of the order page and click "Find a new driver". Once unassigned, your order will be made available for other drivers to deliver.
If there are other matters you will need to contact the driver but if unreachable, please contact our Customer Service Team for further assistance.
If your driver is unresponsive and you would want to change the driver, you may simply click on the icon on the top right corner of the order page and click "Find a new driver". Once unassigned, your order will be made available for other drivers to deliver.
If there are other matters you will need to contact the driver but if unreachable, please contact our Customer Service Team for further assistance.
1.6.6. Why is my driver requesting for additional charges?
The charge noted in the bill of the order page shall be the charge to be paid. If there are any additional charges that were not agreed by both parties, please contact our Customer Service Team for further assistance. Please note that waiting charges, Toll charges and Parking charges will have to be paid seperately and will not be included in the bill.
1.6.7.What happens when the driver cannot drop off?
Driver usually contacts recipient upon arrival to confirm drop-off, please pay attention to calls when driver is near.
If the driver is unable to drop-off, please contact driver to provide next steps. Should you need additional assistance, please contact our customer service team.
If the driver is unable to drop-off, please contact driver to provide next steps. Should you need additional assistance, please contact our customer service team.
1.6.8. I would like to file a complaint
We are sorry that your experience on our platform was not up to your expectation. Please contact our Customer Service Team for further assistance.
1.6.9. My delivery goods got damaged
We are sorry that your experience on our platform was not up to your expectation. Please contact our Customer Service Team for further assistance.
1.6.10. I can't find my location on the map
Please note that you might have to use the in-app feature by dragging the pin on the map and placing the pin on the exact location you prefer the order to be delivered to. Please note that the location does not have any restricitions in regards to entry of the vehicles and keep the drivers informed well in advance if there are any such restricitons.
Profile and Account
1.7.1. What if I have forgotten my password? How do I reset my password?
If you have forgotten your password, simply click on the "Forgot password" button and input your phone number on your registered account. We will then send you an SMS or a call for you to verify, post which you will be able to update your password. To change your password, go to Settings and click "Change password". Follow the steps according to the prompts.
1.7.2. How to update my mobile number?
To update your phone number, click on your profile picture at the top left. Under your profile setting, you will be able to change your phone number after verification.
1.7.3. How to turn off app notifications?
For Android, you may turn on/off in the device settings page
For iOS, you may turn on/off in App settings page
However, we highly recommend that you keep the notification open to not miss out any updates on the orders or any promotions we may have.
For iOS, you may turn on/off in App settings page
However, we highly recommend that you keep the notification open to not miss out any updates on the orders or any promotions we may have.
1.7.4. How to deactivate my account?
Kindly reach out to our Live Chat agent for further assistance
Driver
General Information
2.1.1. How to deactivate my account?
We are sad to hear that you want to deactivate your Uncle Delivery account. To process your request, go to Profile → Settings → Personal information → click on Delete account.
2.1.2. What are the No Entry Timings in Delhi for Uncle Delivery Vehicles?
No entry timing for 3W (Three-Wheeler) - 05:30 PM to 08:30 PM
7ft Vehicle - 05:00 PM to 11:00 PM
Note: There are no restrictions for electric vehicle
7ft Vehicle - 05:00 PM to 11:00 PM
Note: There are no restrictions for electric vehicle
2.1.3. What are your Customer Service Team's working hours? How do I contact the Uncle Delivery support team?
Our dedicated customer service team is available during the following hours:
Days: Monday to Sunday
Timings: 8:00 AM to 8:00 PM
You need to click on Profile > click on Help Center > click on General Support.
Days: Monday to Sunday
Timings: 8:00 AM to 8:00 PM
You need to click on Profile > click on Help Center > click on General Support.
2.1.4. How are the prices determined?
Prices are determined via the distance from pickup point to drop off point and via the vehicle type. For more information, you can check the “Pricing” tab in the Driver app.
Take an order
2.2.1. Is overloading allowed?
No, Overloading is not allowed. Only loading the vehicle according to the RTO (Regional Transport Office) approved vehicle capacity is permitted. Overloading a vehicle can cause damage to the vehicle, put the safety of the passengers and other driver partners on the road at risk and is also illegal.
2.2.2. How do I handle unexpected delays or issues during a delivery?
In the event of unexpected delays or issues during a delivery, such as traffic congestion, weather delays, or equipment breakdowns, you should immediately notify the company. They will work with you to find a solution and provide updates to the customers. We encourage our driver partners to prioritize safety and customer satisfaction above everything else, and we will do all that we can to minimize any inconvenience caused by unexpected delays or issues.
2.2.3. How to accept an order?
Drivers who are assigned will be notified with a successful pop-up message, showing the details of the pick-up area, drop area and the order fare. You will receive a push notification for success or failure and in case of success, you will be guided to the order detail page.
2.2.4. What order information is visible to me?
Once you've accepted the order, you’ll be able to see the customer’s address and contact number.
2.2.5. Why am I unable to receive orders?
Please check if your "On Duty" status is active in the top left corner of your Uncle Delivery application. Also, ensure your wallet balance is at least Rs.100. If your wallet balance is low or negative, you will not receive any orders. If you are still not receiving orders, there may be a technical issue. In that case, please try uninstalling and reinstalling your Uncle Delivery application to see if that resolves the problem. If the issue persists, please contact Uncle Delivery customer care via Live Chat.
2.2.6. What are the cancellation charges and policy?
You may be suspended from the platform for a limited period for 1st instance. However, upon repetition of the behavior, your account may get banned.
2.2.7. How can I cancel my order?
You are strongly advised not to cancel orders unless absolutely necessary (eg. vehicle breakdown/accidents). You can cancel the order in the driver app within the grace period, after the grace period. You will have to contact our Customer Service team for assistance. Please call the user immediately before cancelling the booking.
If you regularly cancel successive trips or orders, you may be suspended temprarily and if there is repeat instances of the same, your account may get banned as well.
If you regularly cancel successive trips or orders, you may be suspended temprarily and if there is repeat instances of the same, your account may get banned as well.
2.2.8. How can I edit my order?
Unfortunately, you do not have an option to edit the orders placed by the customers.
2.2.9. How can I contact the user?
You can view the phone number of the customer by clicking on the phone icon. If you click on the icon, your phone will automatically place a call to the customer.
2.2.10. What should I do if the item is not ready for collection?
The customer is eligible for a free waiting period beyond which you are entitled to our standard waiting charges. Please check with the customer if he is willing to pay the waiting charges. If not, please ask the customer to cancel the order with the reason specified as 'Material not ready'. You can also ask the user to place orders once the material is ready for pickup. If the user is not reachable, please contact our Customer Service team for assistance.
2.2.11. How to handle rude/abusive user?
As your safety is our priority, if the user being rude or abusive, we suggest you to remain quiet and professional. Please try to avoid or engage with them and finish the order accordingly. However, if the user keeps insulting you or being violent and your safety is threatened, please remember your safety comes first.
You can proceed to cancel the order and contact us if you need any assistance. Report to the local authority if necessary.
You can proceed to cancel the order and contact us if you need any assistance. Report to the local authority if necessary.
2.2.12. I would like to complain on the user.
Please contact our Customer Service team for assistance.
2.2.13. What should I do if there is a fare disagreement with users?
Please do not demand extra fare apart from the order amount. Should there be extra amount such as toll, parking or waiting charges, please advise the breakup of the same and request the customer to pay the additional amount.
2.2.14. What if the goods exceed the capacity?
Please encourage the customer to cancel the booking and rebook, indicating that the goods is too large for this vehicle type and to rebook with the right vehicle type. Please contact our Customer Service team for assistance if necessary.
Registration and Onboarding
2.3.1. I want to refer my friends to Uncle Delivery Express. How can I do that?
We encourage you to refer your driver partner friends to our platform. You can follow the below steps. Click on Profile → Click on Refer friend, get rewards → Click on Share link and send the unique link to your friends.
2.3.2. Is there any Registration charges involved
You are required to pay a one-time registration charge of Rs.150. Please note that this fee is non-refundable.
2.3.3. What information and documentation are required for driver registration?
The Documents required for registration of profile are:
a) Vehicle registration certificate (RC)
b) Vehicle insurance
c) Driving license
d) Aadhar card (Front and back)
e) Motorcycle photo with number plate
f) Driver photo with motorcycle/Vehicle photo with number plate
g) Bank details (Passbook or cancel cheque)
h) Electricity Bill/Gas Bill/ Rental agreement.
a) Vehicle registration certificate (RC)
b) Vehicle insurance
c) Driving license
d) Aadhar card (Front and back)
e) Motorcycle photo with number plate
f) Driver photo with motorcycle/Vehicle photo with number plate
g) Bank details (Passbook or cancel cheque)
h) Electricity Bill/Gas Bill/ Rental agreement.
2.3.4. How will the training sessions be conducted?
The virtual training is conducted directly through the "Uncle Delivery Driver" app. You can also refer to our Youtube page on https://www.youtube.com/@uncle_delivery/videos.
Profile and Account
2.4.1. What is service quality? What happens if my service quality level is low?
Service quality is an overall understanding of compliance to our Community Guidelines and helps to ensure a safer and fairer platform for everyone. A low service quality level may affect your experience on the platform.
2.4.2. How do I improve my service quality level?
Service quality is an overall understanding of your level of compliance to Community Guidelines. You can improve your service quality level by completing more orders while adhering to our Community Guidelines.
2.4.3. How can I improve my rating?
Make sure you complete all the orders on a timely basis and also try not to cancel any order once accepted by you.
2.4.4. When will my ID be activated?
You can check that on the application itself. It will show the no. of days for which your ID has been suspended.
2.4.5. If my ID is permanently banned, what should I do to unban my ID?
We regret to inform you that your ID has been permanently banned and the same cannot be activated again.
2.4.6. I've changed my vehicle. What should I do to update my profile?
For vehicle changes, please reach out to customer care. They'll assist you with the process.
2.4.7. Can I share the same vehicle with my friends with two separate accounts?
You cannot share your vehicle with friends, as you are registered as a delivery partner with us.
Wallet and Payment
2.5.1. Do we have any waiting charges?
Yes, we do have waiting charges based on the type of vehicle and the duration of waiting.
Here is the breakdown:
2W (Two-Wheeler): INR 30 (free for the first 20 minutes)
3W (Three-Wheeler): INR 45 (free for the first 60 minutes)
7ft Vehicle: INR 50 (free for the first 60 minutes)
8ft Vehicle: INR 60 (free for the first 80 minutes)
Tata 407: INR 105 (free for the first 120 minutes)
Here is the breakdown:
2W (Two-Wheeler): INR 30 (free for the first 20 minutes)
3W (Three-Wheeler): INR 45 (free for the first 60 minutes)
7ft Vehicle: INR 50 (free for the first 60 minutes)
8ft Vehicle: INR 60 (free for the first 80 minutes)
Tata 407: INR 105 (free for the first 120 minutes)
2.5.2. How do I request for the wallet amount to be transferred to my bank account?
Go to menu, click on the wallet option, select the amount you wish to withdraw and click on cash out. It will ask for the password to initiate the cashout. Fill in your login password.
2.5.3. Once verified, how do I cash out my payments?
We process cash-out requests every Tuesday and Friday, and the funds are transferred within 24 to 48 hours. Please check your bank statement for confirmation.
When processing a cash-out request, please ensure you retain a balance of Rs.100 in your Uncle Delivery wallet. If you withdraw the entire balance, the cash-out will be rejected due to non-maintenance of the minimum balance.
When processing a cash-out request, please ensure you retain a balance of Rs.100 in your Uncle Delivery wallet. If you withdraw the entire balance, the cash-out will be rejected due to non-maintenance of the minimum balance.
2.5.4. How do I top-up my Uncle Delivery wallet?
Click on “My Wallet” and “Top-Up”.
Add the amount you wish to top-up and then select "Top-up Now -> PayTM".
Enter VPA or UPI ID, verify it. You will be redirected to your PayTM application where you will be asked to approve the transaction.
Add the amount you wish to top-up and then select "Top-up Now -> PayTM".
Enter VPA or UPI ID, verify it. You will be redirected to your PayTM application where you will be asked to approve the transaction.
2.5.5. Am I eligible for any bonus/incentive if I fulfil the requirements?
Yes, incentives are offered in "Missions" from time to time.