Yes, Geolah deliver perishable goods like food. Please ensure that the goods are well-packaged to prevent spillage during transportation.  

The list of prohibited items include:

• Live animals and plants
• Poisonous or toxic substances
• Counterfeit goods
• Valuable items and documents (e.g., cash, passport, jewelry, laptops, mobile phones, or other official identification documents)
• Firearms or any dangerous weapons
• Cash, checks, bills, or any other marketable securities
• Credit cards or ATM cards
• Flammable, ignitable, or volatile items (including power banks)
• Radioactive materials
• Pornographic materials
• Any other items that are not in compliance with Singapore’s laws

Please ensure that your parcels comply with these guidelines.

You can communicate with a delivery partner using the in-app call and messaging function.

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.

Geolah can deliver items to multiple locations in one trip.

Every Geolah delivery comes with a basic coverage of up to S$100 for loss and damage. For just $2, you can increase your coverage to S$1,000.

Geolah delivery service operates 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 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 receiver will share responsibility.

1. Download the Geolah app from your app storeSign up: with Mobile Number, Google, Apple, or Facebook
2. Existing Geolah Users: Enable Face ID/Biometric authorization for easier access.
3. New Geolah Users: Enter your mobile number.
4. Key in the OTP (One-Time Password) when prompted. Registration Success!

1. Open the app
2. Navigate to the Menu top left corner.
3. Select the Edit option.
4. 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: 

1. Log in to your account and open the side menu.
2. Go to Settings.
3. 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 are shared with drivers. We take these measures to protect your privacy and safety throughout your Geolah experience. 

Yes, your account can be suspended for:

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

Violators will be reported to authorities.

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

1.96% + $0.24 for Local Visa and Mastercard  
3.3% + $0.24 for AMEX and foreign Credit Cards  
2.2% for Union Pay Credit Cards  

These credit card transaction fees are standardised across both Private-hire and Taxi rides                        booked on Geolah.  

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

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 change this through the card issuing bank
• Issuing bank rejects multiple transactions from same merchant. You can inform the card issuing bank to accept future Geolah transactions.

In most cases, we’d encourage you to let us know of this issue if it happens through our support channel.

You can add any of the following payment methods:

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

Geolah offer coupon incentives for using Visa or Mastercard cards.

You can add a credit/debit card with the following 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 us prevent fraudulent activities on our platform, ensuring a safe and secure experience for all users.

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, we recommend contacting our dedicated customer service team for further assistance.

We encourage both drivers and passengers to share honest feedback and ratings to continuously improve the user experience.

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

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

• Walker/Cylist: SGD 15
• Motorcycle: SGD 20
• Car & MPV: SGD 50
• Van: SGD 70
• Lorry: SGD 70

All active Delivery Partner 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.

If you terminate your account, you can request a refund of your deposit. The refund will be processed within 20 working days.

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

Standard withdrawals have a 3 business days processing time, while Fast withdrawals are processed immediately and will be available on the same day.

No, the delivery fee is all-inclusive

What are the admin fees?

There is a 10-minute grace period for the item to be prepared. After that, waiting charges may apply.

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 delivery 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.

Delivery partners have a maximum of 60 minutes to deliver the package to its recipient. 

The list of prohibited items include:

• Live animals and plants
• Poisonous or toxic substances
• Counterfeit goods
• Valuable items and documents (e.g., cash, passport, jewelry, laptops, mobile phones, or other official identification documents)
• Firearms or any dangerous weapons
• Cash, checks, bills, or any other marketable securities
• Credit cards or ATM cards
• Flammable, ignitable, or volatile items (including power banks)
• Radioactive materials
• Pornographic materials
• Any other items that are not in compliance with Singapore’s laws

Please ensure that you do not accept these items.

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:

• Airport Cargo Road
• Airport Zone
• ALPS Ave
• Camps
• Immigration Checkpoints
• Construction Sites
• Jurong Island
• Jurong Port
• PSA Port
• SATS, Aerospaces
• Shipyard
• Supply Bases

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

How to Handle Contactless Delivery:

1. App Instructions: When you receive a delivery request, check the Geolah app for specific instructions regarding Contactless Delivery.
2. 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. 
3. 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 delivery 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.

Please drop us an email at contact@geolah.com and provide us with the order ID. We will review the ratings and will advice you on the outcome.

We encourage both drivers and customers to share honest feedback and ratings to continuously improve the user experience.

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 prioritise well-maintained vehicles & drivers are reminded to send for regular servicing & 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.  

Here’s what to do after your accident (no 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).

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 in-app.