FAQs Delivery - Geolah | One app, 24/7

FAQs

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Customer

Driver

Download the Geolah app from your app store.
Sign up using your mobile number.

For Existing Geolah Users:
Enable Face ID or biometric authentication for easier access.

For New Geolah Users:
Enter your mobile number and input the OTP (One-Time Password) when prompted.

Registration Successful!

You can update your personal details by following the steps below:

Open the app
Navigate to the Menu top left corner.
Select the Edit option.
Update your details.
Save changes.

Your profile will be updated with the new details.

For the security and privacy of all users, Geolah requires each user to have their own individual account. This ensures that personal information, such as phone numbers and email addresses, is associated with the correct user and minimizes the risk of unauthorized access or fraudulent activity. Sharing of accounts is not permitted.

We’re sorry to hear you’re considering leaving Geolah. We value your business and strive to provide a fair and on-demand service experience for all our users.

If you have decided to deactivate your Geolah account, please follow these steps:

Log in to your account and open the side menu.
Go to Settings.
Click on Delete account at the bottom of the page.

To maintain your account, users must complete at least two trips within a year. Accounts inactive for over 6 months require OTP verification process.

To protect your privacy and facilitate a smooth journey, only basic information is shared with drivers. We take these measures to protect your privacy and safety throughout your Geolah experience.

Yes, your account may be suspended if you are found to have violated any of the followings:

Respect and Safety: No assault, harassment, or abuse.
Follow the Law: Obey traffic regulations and safety measures.
Protect Property: No theft, vandalism, or damage to the vehicle.
No Illegal Items: No weapons, drugs, or hazardous materials.

Violators will be reported to authorities.

Service type	Distance	Weight limit	Size limit	Suitable for	Up to 3 big pets	Rent trolley	Round trip	Extra Manpower	Restricted zone	No lift landing
Walker	up to 700m	Up to 3kg	35 × 25 × 10 cm	Documents & Groceries	NO	NO	*YES*	NO	NO	*YES*
Bicycle	701m to 3km	Up to 5kg	40 × 30 × 15 cm	Documents, Smaller Parcels & Groceries etc	NO	NO	*YES*	NO	NO	*YES*
Motorcycle	Island wide	Up to 10kg	50 × 45 × 45 cm	Documents, Parcels, Groceries, Small Electronic device etc	NO	NO	*YES*	NO	*YES*	*YES*
Car	Island wide	Up to 25kg	70 × 50 × 50 cm	Documents, Parcels, Flowers, Glassware, Electronics, Groceries, etc	*YES*	*YES*	*YES*	NO	*YES*	*YES*
MPV	Island wide	Up to 60kg	110 × 80 × 50 cm	Small Parcels, Flowers, Glassware, Electronic, Furniture, etc	*YES*	*YES*	*YES*	*YES*	*YES*	*YES*
Van, 1.7m	Island wide	Up to 350kg	160 × 120 × 100 cm	Parcels, Flowers, Glassware, Electronic, Furniture & Odd size items	*YES*	*YES*	*YES*	*YES*	*YES*	*YES*
Van, 2.4m	Island wide	Up to 480kg	230 × 120 × 120 cm	Parcels, Flowers, Glassware, Electronic, Furniture & Odd size items	*YES*	*YES*	*YES*	*YES*	*YES*	*YES*
Lorry	Island wide	Up to 1000kg	420 × 170 × 190 cm	Boxes, Electronics, furniture & Odd size items etc	*YES*	*YES*	*YES*	*YES*	*YES*	*YES*

*Wait Time Fees*
Free Grace Period	Fees
Within 10 minutes upon: 1) Driver’s arrival at pick up location	After 10 minutes of grace period: 1) $3 per 10 minutes block

A cancellation fee compensates drivers for their time and effort. If no driver has been assigned, there will be no cancellation fee. The full delivery fee will apply if you cancel after a driver has been assigned.

Delivery fees are calculated based on distance, time, and additional delivery-related cost. Delivery fees are subject to surge as well.

As a customer entering Sentosa Island, you may encounter an admission fee based on the time of day: This extra fee will be charged to the customer’s account.

You are not required to pay the admission fee if you have any of the following:

Sentosa Staff Pass
Sentosa Islander Membership
Hotel Complimentary Pass

In these cases, the driver should use the manned entry lanes to waive the island admission fee.

All cars and taxis will be charged, more details refer to the link

The delivery fee covers ERP and parking fees. Extra charges may apply for special situations (eg no lift landing).

*Fees Type*	*Remark*	*Fees*	*Applicable for (Fleet type)*
ERP / Toll Charges	Included in the fare. Hence, the charges will be based on the prevailing ERP rates or toll entry.	Drivers do not need to key in.	All fleet types
Wait time	Free Grace period : Within 10 minutes upon driver arrive at the pick up location.	After 10 mins of grace period : $3 per 10 minutes block	All fleet types
Cancellation	Free cancellation if no driver been assigned.	Full delivery fee will apply after a driver has been assigned.	All fleet types
Round trip	When a parcel is picked up from Point A to Point B and delivered back to point A *Fees + trip fare	S$5.00	All fleet types
No lift landing/access	Driver will indicate the fee when required.	S$10.00	All fleet types
Extra manpower	Up to 3 pax (Inclusive of driver)	S$25.00 per pax	– MPV – Van 1.7m – Van 2.4m – Lorry
Pets	Up to 3 big cages/animals	S$10.00 per pet	– Car – MPV – Van 1.7m – Van 2.4m – Lorry
Rent a trolley	Driver will indicate the fee when required.	S$10.00	– Car – MPV – Van 1.7m – Van 2.4m – Lorry
Restricted Zones	Driver will indicate the fee when required.	S$10.00	– Motorcycle – Car – MPV – Van 1.7m – Van 2.4m – Lorry

Geolah platform fees are as follows:

Fares ≤ S$15.00: S$0.55

Fares ≥ S$15.01: S$0.75

These fees cover the costs associated with running the Geolah platform, developing new services, and prioritizing safety measures.

You may refer here for the full list of items that are prohibited for delivery. Please comply with the guidelines.

You can communicate with your driver partner using the in-app call and messaging functions.

For walker, bicycle, motorbike and car, the price includes door to door delivery. For van and lorry services, it includes loading and unloading onto/from the vehicle. Additional charges apply for extra help to bring items to your doorstep.

Services	Distance	Weight limit	Size limit	Suitable for	Up to 2 Pets	Rent trolley
Walker	up to 700m	Up to 3kg	15 × 15 × 10 cm	Documents, Food & Groceries	No	No
Bicycle	701m to 3km	Up to 5kg	20 × 20 × 15 cm	Documents, Smaller Parcels, Food & Groceries etc	No	No
Motorcycle	Island wide	Up to 10kg	40 × 40 × 30 cm	Documents, Parcels, Groceries, Food, Small Electronic device etc	No	No
Car	Island wide	Up to 25kg	70 × 50 × 50 cm	Documents, Parcels, Flowers, Cakes, Glassware, Electronics, Groceries, Pets, etc	Yes	Yes
MPV	Island wide	Up to 60kg	110 × 80 × 50 cm	Small Parcels, Flowers, Cakes, Glassware, Electronic, Furniture, Pets, etc	Yes	Yes
Van	Island wide	Up to 350kg	160 × 120 × 100 cm	Parcels, Flowers, Cakes, Glassware, Electronic, Furniture & Odd size items, Pets	Yes	Yes
Lorry	Island wide	Up to 1000kg	420 × 170 × 190 cm	Boxes, Electronics, furniture & Odd size items etc, Pets	Yes	Yes

Yes, Geolah enables multi-stop deliveries to a maximum of 10 locations per trip. Please note that these multi-stop deliveries can only be initiated and managed through the app.

Geolah’s transport and delivery services are operational 24/7.

The status of your delivery will be promptly updated within the mobile app. Upon successful delivery, you will receive both a mobile notification and email confirmation. You can access delivery details, including the recipient’s name, their signature as proof of receipt and the precise date and time of delivery.

Unfortunately, once you’ve confirmed your order, any subsequent modifications to the order details are not possible. Should you require adjustments, we recommend cancelling the existing order and placing a new one with the desired changes.

Contactless Delivery (CD) is a feature that allows you to request Geolah drivers to leave your parcels in a safe location if you are not at home.

You can enable (CD) through the Geolah app and specify your preference for the driver to leave the parcel in a safe place, with a neighbour, or with the building concierge.

To set this up, simply place your order, select “Details” and indicate your delivery instructions – “Leave at a Safe Place” or Please provide your neighbour’s name and unit number” for security and tracking purposes.

Please note that Geolah will not be liable for any lost claims when (CD) is opted for. Both the sender and recipient will share the responsibility.

Geolah’s customer service team is operational from Monday to Friday, 9:30 AM to 6 PM. Please note that our support services are unavailable on weekends and public holidays.

Yes, there is a small transaction fee if you prefer to use cashless payments for booking a ride on Geolah.

3% + $0.40 for Local Visa and Mastercard
3.5% + $0.50 for AMEX and foreign Credit Cards
3.25% + $0.40 for Union Pay Credit Cards

Delivery fares are inclusive of tolls, ERP, and parking costs.

Yes, please note that cancellation charges may be applicable to senders, in accordance with our cancellation policy, in the event where the sender cancels the request from the moment the driver matches until the item is picked up.

3-Domain Secure (3DS) is a protocol used by banks worldwide to authenticate online card transactions. Cardmembers can recognize the participating 3DS merchants by the Verified-by-Visa, MasterCard’s SecureCode, American Express SafeKey or JCB J/Secure logos on the online merchant’s website.

Here are a few possibilities:

Insufficient bank or credit balance
Maxed out credit/charge limit for the day: You can adjust this limit through your card-issuing bank.
Issuing bank rejects multiple transactions from the same merchant: Contact your bank to allow future Geolah transactions.

In most cases, we encourage you to inform us of the issue through our support channel if it happens.

You can add any of the following payment methods:

Visa credit/debit card
Mastercard credit/debit card
American Express
Cash

To add a credit/debit card, follow these steps:

Click ‘Main menu’
Tap on ‘Payments’
Tap on ‘Add card’
Click ‘Save card’

There will be a small, temporary charge when you add a new card to your Geolah account. This is a security measure to verify that the card is active, valid, and belongs to you. It also helps prevent fraudulent activities on our platform, ensuring a safe and secure experience for all users.

*Geolah offers coupon incentives for using Visa or Mastercard cards.

If you are paying with a card, you’ll have to charge it onto your card and clear the payment before booking your next trip. If the payment is unsuccessful after multiple tries, try changing your payment method or add a new credit/debit card to your account.

All our delivery assignments are meticulously tracked using GPS. In the unlikely event that a parcel cannot be recovered, we provide compensation either based on the parcel’s value or a fixed amount of S$100 per parcel, whichever is lower.

Kindly utilize the in-app messaging or call function to contact the driver promptly. If the driver is uncontactable, reach out to us via support@geolah.com or escalate the issue here.

Every Geolah delivery comes with a basic coverage of up to S$100 for loss and damage.

You may refer here for more information.

Yes, we encourage both drivers and customers to share honest feedback and ratings to help us continuously improve the user experience.

Geolah maintains a zero-tolerance policy for racial and religious slurs. Users engaging in such behavior will be permanently banned and reported to the relevant authorities.

*Type of Delivery Drivers*	Requirements
Walker/Bicycle	1) NRIC 2) Clear headshot photo – Must be above 18 years old – Physically fit – Able to deliver small parcels
Motorcycle	1) NRIC 2) Valid driving license 3) Clear headshot photo 4) Front vehicle photo image 5) Commercial insurance 6) Vehicle log card – Must be above 18 years old – Physically fit – Able to deliver small up to bulky items
Car
MPV
Van 1.7m
Van 2.4m
Lorry

Your profile will be reviewed and approved within 3 business days. However, please be aware that delays may occur due to a higher volume of applications. To help prevent any processing delays, make sure your submission is complete and accurate.

You can get in touch with us by emailing support@geolah.com or by filling up the details here

You can update your vehicle details by following the steps below:

Open the app
Navigate to the profile menu and click Account
Select Vehicle
Add vehicle

Geolah will review your request.

To submit an appeal, please use a Gmail account. You can either access the appeal form through this link or email your appeal to support@geolah.com

You can get in touch with us by emailing support@geolah.com or by filling up the details here

Definitely! If you don’t own a vehicle, you have two options: join our fleet of walkers, bicycles, or motorcycles, or rent a vehicle.

All driver partners are required to file income tax. Geolah is not under the auto-inclusion scheme. You must then log in to the IRAS myTax portal and confirm if the earnings are correct to file your income tax. Contact Geolah to get your Annual Partner Statement.

Please follow the steps below:

Download the Geolah app from your app store.
Sign up using your mobile number and input the OTP (One-Time Password) when prompted.
Select a service (Delivery Services)
Fill up the required details.
Upload the required documents.
Submit your registration, pending review and approval.

For the security and privacy of all users, Geolah requires each user to have their own individual account. This ensures that personal information like phone numbers and email addresses are associated with the correct user and minimizes the risk of unauthorized access or fraudulent activity.

You can update your personal details by following the steps below:

Open the app
Navigate to the profile menu and click Account
Select Personal Information.
Submit through Report An Issue

Geolah will review your request.

We’re sorry to hear you’re considering leaving Geolah. We value your business and strive to provide a fair and on-demand service experience for all our users.

If you have decided to deactivate your Geolah account, please follow these steps:

Log in to your account and open the side menu.
Go to Settings.
Click on Delete account at the bottom of the page.

To keep your account active, you must complete at least two trips every 6 months. Inactive accounts for over 6 months will need to verify your identity via OTP and pay a $25 reactivation fee. A security deposit may also be required, if applicable.

Service type	Distance	Weight limit	Size limit	Suitable for	Up to 3 big pets	Rent trolley	Round trip	Extra Manpower	Restricted zone	No lift landing
Walker	up to 700m	Up to 3kg	35 × 25 × 10 cm	Documents & Groceries	NO	NO	*YES*	NO	NO	YES
Bicycle	701m to 3km	Up to 5kg	40 × 30 × 15 cm	Documents, Smaller Parcels & Groceries etc	NO	NO	*YES*	NO	NO	*YES*
Motorcycle	Island wide	Up to 10kg	50 × 45 × 45 cm	Documents, Parcels, Groceries, Small Electronic device etc	NO	NO	*YES*	NO	*YES*	*YES*
Car	Island wide	Up to 25kg	70 × 50 × 50 cm	Documents, Parcels, Flowers, Glassware, Electronics, Groceries, etc	*YES*	*YES*	*YES*	NO	*YES*	*YES*
MPV	Island wide	Up to 60kg	110 × 80 × 50 cm	Small Parcels, Flowers, Glassware, Electronic, Furniture, etc	*YES*	*YES*	*YES*	*YES*	*YES*	*YES*
Van, 1.7m	Island wide	Up to 350kg	160 × 120 × 100 cm	Parcels, Flowers, Glassware, Electronic, Furniture & Odd size items	*YES*	*YES*	*YES*	*YES*	*YES*	*YES*
Van, 2.4m	Island wide	Up to 480kg	230 × 120 × 120 cm	Parcels, Flowers, Glassware, Electronic, Furniture & Odd size items	*YES*	*YES*	*YES*	*YES*	*YES*	*YES*
Lorry	Island wide	Up to 1000kg	420 × 170 × 190 cm	Boxes, Electronics, furniture & Odd size items etc	*YES*	*YES*	*YES*	*YES*	*YES*	*YES*

No, Geolah strictly prohibits the use of any PMD, E-bike PMD, or E-bike for delivery purposes.

You can only use one vehicle to complete deliveries with Geolah at any one time.

Potential Earnings:

*Fees Type*	*Remark*	*Fees*	*Applicable for (Fleet type)*
ERP / Toll Charges	Included in the fare. Hence, the charges will be based on the prevailing ERP rates or toll entry.	Drivers do not need to key in.	All driver partners
Wait time	Free Grace period : Within 10 minutes upon driver arrive at the pick up location.	After 10 mins of grace period : $3 per 10 minutes block	All driver partners
Cancellation	Free cancellation if no driver been assigned.	Full delivery fee will apply after a driver has been assigned.	All driver partners
Round trip	When a parcel is picked up from Point A to Point B and delivered back to point A *Fees + trip fare	S$5.00	All driver partners
No lift landing/access	Driver will indicate the fee when required.	S$10.00	All driver partners
Extra manpower	Up to 3 pax (Inclusive of driver)	S$25.00 per pax	– MPV – Van 1.7m – Van 2.4m – Lorry
Pets	Up to 3 big cages/animals	S$10.00 per pet	– Car – MPV – Van 1.7m – Van 2.4m – Lorry
Rent a trolley	Driver will indicate the fee when required.	S$10.00	– Car – MPV – Van 1.7m – Van 2.4m – Lorry
Restricted Zones	Driver will indicate the fee when required.	S$10.00	– Motorcycle – Car – MPV – Van 1.7m – Van 2.4m – Lorry

The security deposit is a safeguard for both driver partners and users on the Geolah platform. It’s not a fee or commission. Once verified, you will pay the full deposit before accepting orders. This deposit is only required once.

The deposit might be deducted if:

You owe money to users or third parties as per our terms and conditions.
You owe Geolah money due to violations of our terms and conditions.
Your Geolah Wallet has an outstanding balance when you close your account.

Approved driver partners must pay a one-time security deposit to keep their account active:

*Type of Drivers*	*Security Deposit ($)*
Walker/Cyclist	15
Motorcycle	20
Car & MPV	50
Van	70
Lorry	70

All active accounts should maintain the above amount of security deposit in his/her account at any time; Any account with an amount below the minimum threshold will be suspended or terminated on our sole discretion.

Your security deposit will be eligible for withdrawal once you’ve:

Successfully completed 15 bookings on our platform
Maintained a cancellation rate of less than 10%
Accepted at least 80% of booking allocated
Had no platform policy violations in the past 6 months

If any of these conditions are not met, your deposit will be forfeited.

Your earnings will be credited to your Driver’s App wallet.

A transaction fee of $1.20 applies for Standard withdrawals. These will take up to 4 business days. For faster withdrawals, a transaction fee of $1.50 applies, and the funds will be available on the same day.

A minimum amount of $25 to be maintained for drivers at all times.

No, the delivery fee is all-inclusive

This is a small fee for unauthorized charges, refunds, or other fees.

The amount is currently being processed by the payment provider.

There will be a 10 mins grace period for the item to be ready. Once the grace period is up, you can add the waiting charges.

If you are picking up the item on behalf of the customer, please contact them to confirm any changes. If the items you’re collecting won’t fit in your vehicle, you can ask the customer to cancel the order and place a new one.

For bike deliveries, our dedicated driver partners can handle up to 3 deliveries per job. If you’re driving a car or van, you’ve got a bit more room—up to 10 deliveries per job! For those handling truck deliveries, the maximum is 2 deliveries per job.

You may refer here for the full list of items that are prohibited for delivery. Please comply with the guidelines.

You can communicate using the in-app call and messaging function.

Here’s a list of restricted locations to which we do not provide our services:

Airline Road
Airport Cargo Road
Alps Avenue
Brani Terminal Avenue
Jurong Island
Kusu Island
Pulau Damar Laut
Pulau Busing
Pulau Tekong
Pulau Sakeng
Pulau Sebarok
Pulau Ubin
Rifle Range (firing compound)
Seletar Aerospace
St John’s Island
Turf Club Avenue
West Camp Road

Contactless Delivery (CD) allows driver partners to leave parcels at a designated safe location when the recipient is not at home.

How to Handle Contactless Delivery:

App Instructions: When you receive a delivery request, check the Geolah app for specific instructions regarding Contactless Delivery.
Delivery Options: The sender may request you to leave the parcel in a safe place, with a neighbour, or with the building concierge. Make sure to follow these instructions carefully to avoid disputes.
Neighbour’s Information: If the parcel is to be left with a neighbour, ensure you note the name, unit number & contact number for security and tracking purposes.

Important Reminders:

Liability: Geolah’s driver partners will be responsible for pick up/drop off only.

Safety First: Always prioritize safety and security when choosing a location to leave the parcel. Do contact senders & recipients and share photos.

Geolah’s transport and delivery services are operational 24/7.

Geolah’s customer service team is operational from Monday to Friday, 9:30 AM to 6 PM. Please note that our support services are unavailable on weekends and public holidays.

If you’re unable to find the pickup/drop-off location, please get in touch with the sender or recipient for clarification, via in app chat or direct call.

If the sender/recipient is absent or unreachable, attempt to contact them again via call or in-app chat. If you still cannot reach them, please contact our Customer Service team via support@geolah.com

To return the item, please submit a ticket in the app and bring it to our Geolah office immediately.

You must take a clear photo of the parcel in a well-lit area during both the pick up and drop off process.

Please do not make changes to the delivery timing with the customer, it will cause inconvenience to the customer. If you cannot do the job within the timing, please do not accept the delivery request. If required, kindly contact both sender and recipient for arrangement.

For the loss of packages, driver partners will bear the compensation as you are responsible for the delivery of the parcels. You will need to inform the customer and Geolah.

Yes, the driver partner of the van or lorry will need to assist in loading and unloading of the goods. Driver partners can also add extra charges.

If you were involved in an accident, with injuries:

Call 999 (Police) Immediately.
Secure scene & seek medical attention.
Share to Geolah: Use the app’s “Report” function (Menu – Support – Report).

Geolah prioritizes well-maintained vehicles, and drivers are reminded to send them for regular servicing and inspection. In the event your car breaks down, you will need to end the trip.

Every Geolah ride comes with a basic coverage of up to S$20,000 for accidental death and permanent disablement.

If you were involved in an accident, without injuries:

Exchange info: Get contact details, plate numbers, and photos of damage.
Report for claim: File a police report within 24 hours for insurance claims.
Share to Geolah: Use the app’s “Report” function (Menu – Support – Report).

While breaks are not mandatory, we strongly recommend them to mitigate risks associated with fatigue.

Fatigue significantly impairs driving ability, comparable to the effects of alcohol. Studies indicate that being awake for 17 hours equates to the impairment caused by alcohol consumption.

By adhering to these recommendations, you contribute to safer roads for yourself and others. Safety should always come first.

Thank you for letting us know. We’ll process the fare refund (if applicable). Please allow us some time. Make sure to double-check the pickup details.

Always verify you’re at the right location when you arrive. Kindly ensure that the ‘pick up’ button is pressed only after the customer has boarded the vehicle.

Firstly, try contacting the sender using the in-app messaging or call function. If you can’t reach the sender, please reach out to us via support@geolah.com

Improve the housing and retirement adequacy of platform workers by aligning their CPF contribution rates with those of traditional employees.

The changes will take effect from 1 January 2025.

From Nov 2024, you can opt-in via the CPF Board’s portal. There is no deadline to opt-in.

Platform operators are responsible for deducting and submitting CPF contributions on behalf of their platform workers.

For platform workers who are mandated or opt in to increased CPF contributions, Ordinary, Special, and MediSave contributions will be deducted. For platform workers who do not opt in, only MediSave contributions will be deducted.

Each platform operator will deduct and submit CPF contributions for your earnings from their platform.

No. CPF contribution does not determine how jobs are being allocated.

Saving as a Platform Worker with CPF – link here

Write to CPF – link here

Platform Worker CPF Contribution Calculator – link here

Platform Workers CPF Transition Support Calculator – link here

You can only claim under one insurance policy at a time. If you file your claim through Geolah, we’ll submit it under WICA. You can file additional claims under other policies only after the WICA limit is reached.

Work Injury Compensation for Platform Workers – link here

Please drop us an email at support@geolah.com and provide us with the booking ID. We will review the ratings and advise you on the outcome.

Yes, we encourage both drivers and customers to share honest feedback and ratings to help us continuously improve the user experience.

Geolah maintains a zero-tolerance policy for racial and religious slurs. Users engaging in such behavior will be permanently banned and reported to the relevant authorities.

All Geolah users are expected to follow our code of conduct. Failure to comply may result in the suspension or termination of your account. For more details, please refer to this link.

To maintain a safe and efficient platform, all Geolah driver partners must follow our rules. Please review the driver partner handbook for details on platform and product guidelines. For more information, visit this link.

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