Fair rules, clear expectations, and protection for everyone
This policy defines how cancellations, disputes, fees, and safeguards work on the Kilo platform. Our rules are state-driven and predictable—you always know what to expect. We're committed to protecting riders from wasted effort while maintaining fairness for senders.
When you complete a delivery, your earnings are based on the agreed delivery fee (including accepted counter-offers), minus Kilo's platform commission on that fee.
The standard commission is 20% of the delivery fee. Rates may be updated from time to time; we will communicate material changes. The in-app payment breakdown for each job shows the exact deduction.
Note: Payment on Delivery (POD) uses a separate commission rule (see our POD policy). Cancellation fees described elsewhere on this page are not the same as the platform commission on completed deliveries.
During registration, you'll provide your phone number. Please use the phone number you registered with your NIN, as it will be verified during the identity verification process. Phone verification happens as part of your NIN verification, not during initial registration.
You must use your legal name as registered with your NIN during registration. This name will be verified against your NIN during identity verification. Using incorrect information may result in verification failure.
All riders must complete identity verification before accepting deliveries. This includes verifying your National Identification Number (NIN), vehicle information, and uploading required documents. Your phone number and name will be cross-checked with your NIN records during this process.
Privacy Protection: We verify your identity using your NIN, but we never store your raw NIN number in our database. We only store your verified name, date of birth, phone number, photo, and gender from the verification process. This demonstrates our commitment to protecting your personal information and ensuring your NIN remains secure.
You can cancel, but it will result in a reputation warning (no wallet penalty). This helps maintain platform reliability.
You're already en route. Cancelling now will result in a reputation penalty (-5 points)and may count toward a cooldown period if you cancel frequently.
If you arrive at the pickup location and the sender doesn't show up within the 15-minute grace period, you can cancel without any penalty. This protects you from wasted time.
The system automatically tracks wait time. If you wait 15+ minutes and the sender is unavailable, you can cancel penalty-free.
Once you've PICKED_UP the package, cancellation is no longer possible. You have taken custody and responsibility for the package.
If you encounter issues after pickup (wrong address, receiver not available, etc.), you should raise a dispute instead. Our dispute system will fairly resolve the situation.
Our system automatically resolves disputes in your favor when evidence is clear:
Auto-resolution happens immediately—no waiting for admin review when evidence is clear.
All evidence is collected automatically—you don't need to do anything. Just raise the dispute and the system handles the rest.
Important: When a dispute requires package return (e.g., receiver no-show, wrong address resolved in sender's favor), you must return the package to the sender to complete the dispute resolution.
Note: This requirement protects senders and ensures fair resolution. If you cannot return the package due to legitimate safety concerns, contact support immediately—do not abandon the package.
Your reputation score reflects your reliability on the platform. It affects how senders view you and your ability to accept deliveries.
If you cancel 3+ deliveries within 7 days (excluding grace period cancellations), you'll be placed on a 24-hour cooldown where you cannot accept new deliveries. This prevents abuse while protecting legitimate cancellations.
Delivery service operates from 5:00 AM to 10:30 PM daily for safety and security. We don't operate before 5:00 AM to avoid security risks, and end at 10:30 PM to ensure all deliveries are completed safely within the same day. This service window ensures riders have enough time to complete deliveries safely. All deliveries must be completed before 10:30 PM. If the current time is before 5:00 AM, the system uses 5:00 AM as the baseline for time calculations. At 10:30 PM, all riders are automatically set offline.
The system only shows you deliveries where the total distance (from your current location to pickup, plus from pickup to dropoff) is 80 kilometers or less. This ensures you can realistically complete deliveries the same day.
Deliveries are ranked and shown to you based on several factors:
The system balances showing you new opportunities while ensuring you can still see previously viewed deliveries as reminders, maintaining platform availability for all senders.
You will only see deliveries that match your vehicle type. If a sender specifies a preferred vehicle type (e.g., "car only"), only riders with that vehicle type will see it. Deliveries with no preference or "any" vehicle type are visible to all riders.
A delivery won't appear in your request list if:
The system tracks your interactions with deliveries (viewed, skipped, counter-offered, accepted) to personalize your experience. New deliveries you haven't seen get highest priority. Previously viewed deliveries may still appear but with lower priority, ensuring you see fresh opportunities while maintaining visibility of all available deliveries.
We take platform integrity seriously. Any attempt to manipulate the system, defraud senders, or abuse our dispute resolution process will result in severe consequences.
Zero Tolerance Policy: We have a zero-tolerance policy for fraud, manipulation, theft, and abuse. Our automated systems (GPS tracking, photo verification, OTP logs) and manual review processes are designed to detect and prevent these activities. If you engage in any prohibited activity, you will face immediate and severe consequences.
If a dispute is auto-resolved against you and you disagree with the outcome, you can appeal within 24 hours.
If you have questions about this policy or need help with a specific situation, our support team is here to help.
Contact Support