How can we help?

Creating a delivery

Open the app and use Snap & Send, paste a marketplace link, or enter the item yourself. Add the collection address, the destination, and the price you want to pay.

Finding and accepting a driver

Drivers who can take the job show interest in the app. You choose who to accept. Accepting a driver is what assigns the delivery.

Payment questions

You pay the price shown in the app. Payment is taken when you accept a driver, not when you first save or list the parcel.

Cancelling a booking

Before a driver is assigned, you can withdraw the listing in the app. After a driver is assigned, cancel in the app or email support. After collection, the parcel is with the driver, so the next step is a return or a delivery problem, not a simple unused-job refund.

Reporting a delivery problem

Open the delivery in the app and use the report option, or email support. Include the delivery reference and photos of what went wrong.

Creating an account

Sign up in the app and confirm your email. Finish driver setup, including the bank account connection, before you expect a payout.

Finding deliveries

Jobs that fit your journey appear in the app. Show interest. The sender accepts. That acceptance assigns the job to you.

Collecting and delivering

Take a photo when you collect the parcel. At delivery, take a photo of the handover. If the sender asked for a signature, collect that as well.

Barcode and parcel identification

If the box shows a Moot reference, identify it in the app by scanning the barcode, typing the reference, or confirming the box. The sender can write the reference by hand. A printer is not required. Photos are still required.

Earnings and payouts

Your earnings are the amount shown when the sender accepted you for that job. After delivery, those earnings stay on hold for 48 hours, then go to the bank account you connected in the app.

How payments work

Stripe processes the payment. Moot does not store full card numbers. The price and the driver amount shown in the app for that job are the amounts that apply. A later change to how new jobs are split does not change a job that has already been accepted.

You can raise a payment question from the delivery in the app. Funds for that job stay held while it is reviewed.

Refunds and disputes

Email support with the delivery reference if a charge, cancellation, or delivery needs a person to look at it. We use the job record, photos, and messages. This page does not promise a refund, a refund amount, or a date.