Frequently Asked Questions

Booking a delivery with MzGo is simple:

• Open the MzGo app or website
• Enter your pickup and dropoff locations
• Select your preferred vehicle type
• Add item details and any special instructions
• Review the price and confirm your booking

The server searches eligible nearby drivers sequentially. Matching time depends on available approved drivers; tracking starts after assignment.

MzGo is preparing for launch in Nairobi. The booking flow will show supported locations after production coverage boundaries and driver supply are approved. This website does not promise service in a neighborhood before that check succeeds.

We offer a range of vehicles to match your delivery needs:

• Mkokoteni: Compact, short-distance loads
• Boda Boda: Documents and small parcels
• Pickup: Furniture, appliances, and bulky loads
• Lorry: Large moves and commercial loads

Use the weight and size limits shown for the selected vehicle during booking.

Delivery time depends on route, traffic, vehicle supply, pickup readiness, and handover time. The booking and tracking flows show the available route estimate; it is an estimate, not a guaranteed arrival time.

Not currently. Launch bookings are on demand. Scheduling will be advertised only when it is available in the booking flow.

You can send most everyday items including documents, parcels, groceries, furniture, electronics, and more. However, we cannot transport:

• Illegal drugs or controlled substances
• Weapons, explosives, or hazardous materials
• Cash, negotiable instruments, or valuables not expressly accepted during booking
• Live animals (without prior arrangement)
• Stolen goods or contraband

See our Terms of Service for the complete list.

Once a driver is assigned, you can track your delivery in real-time through the MzGo app. You'll see:

• Driver's live location on the map
• Estimated time of arrival
• Driver's name, photo, and vehicle details
• Option to call or message the driver

The authenticated trip screen remains the authoritative source for status and tracking updates.

If something goes wrong, report it against the relevant trip:

• Select a supported issue category and provide a factual description
• The report enters the support queue with an open status
• Support records the resolution and the administrator responsible

Any reimbursement or liability decision is governed by the published Terms and the recorded support outcome. MzGo does not advertise an automatic insurance payout.

We accept multiple payment methods for your convenience:

• M-Pesa: Pay directly via M-Pesa prompt
• Card: Visa, Mastercard (via Paystack)
• Airtel Money: Via Paystack when the provider makes it available
• Cash: When offered by the booking flow

Our pricing is based on:

• Distance: Kilometers between pickup and dropoff
• Vehicle type: Larger vehicles cost more
• Pricing configuration: Server-controlled rates in force when the estimate is requested

You'll always see the estimated price before confirming. No hidden fees.

Submit a payment or delivery issue against the relevant trip. Support reviews the server-side trip and payment records before recording an outcome. A refund is not approved or complete until it is confirmed through the relevant payment provider, and this website does not guarantee a processing time.

A participant can generate, download, or share a PDF receipt after a trip is completed. Business accounts can also export filtered order history to CSV. Monthly invoices and statements are not included at launch.

Driver onboarding follows these controlled steps:

• Register your interest with our operations team
• Complete the driver and vehicle profile
• Upload required documents
• Wait while an administrator reviews the documents collected by the app
• Once approved, use the driver app to go online

See the full requirements on our Drivers page.

You'll need to provide:

• National ID, front and back
• Driver's licence
• Police clearance certificate
• Profile photo

You must also provide your vehicle type, model, colour, and plate details. Drivers remain responsible for keeping every document required by law current, even where the app does not upload that document.

MzGo does not guarantee driver income. Vehicle owners handle fare-based driver compensation outside MzGo. The driver wallet records only voluntary customer tips, which MzGo allocates 100% to the active driver.

Drivers can request a mobile-money withdrawal from their wallet. The app shows the current minimum, maximum, and provider fee before confirmation, and every request appears in transaction history.

Yes! As an independent contractor, you're free to work with other delivery or ride-hailing platforms. We just ask that when you're online with MzGo, you're available to accept trips.

Business accounts are designed for teams making regular deliveries. Current workspace features include:

• Individual delivery booking and live monitoring
• Multiple team members with server-enforced roles
• Order history with CSV export
• Delivery analytics
• Visibility into open trip issues

Learn more on our Business page.

Request business access. Our operations team reviews the request and configures the business workspace before inviting team members.

The platform calculates a server-authoritative quote for each delivery before booking. Contact business@mzgo.co.ke for account and commercial questions; the website does not promise unconfigured discounts.

There is no public business API at launch. Business deliveries are booked and monitored through the authenticated web portal. We will publish versioned API terms and documentation before offering external integrations.

Customer and driver authentication uses a verified phone number:

• Visit app.mzgo.co.ke for the available web flow
• Enter your phone number
• Verify with the OTP sent via SMS
• Complete the profile fields requested for your account type

Customer and driver sign-in uses a phone OTP, so there is no password to reset. Protect your phone and never share an OTP. Contact support if you lose access to the registered number.

Open Delete Account from your signed-in profile, or email privacy@mzgo.co.ke from your registered contact address. MzGo verifies the requester and retains only records required for fraud prevention, payments, tax, disputes, or other legal obligations.

The Flutter customer and driver apps are undergoing release verification and are not represented as publicly available before signed store builds pass launch approval. Supported web workflows are exposed through app.mzgo.co.ke.