Help Center

Bistantly is a delivery platform that helps people and businesses create delivery requests, receive rider offers, track delivery progress, and manage payments from one place. It is designed for practical local deliveries, including small parcels, customer orders, documents, business supplies, groceries, fashion items, beauty items, household items, and other allowed items.

Bistantly can be used by individuals, small businesses, vendors, stores, offices, and organizations that need to send or receive items. Riders use the separate Bistantly Rider app to view delivery opportunities, submit offers, complete pickups, and receive earnings.

No. Businesses can use Bistantly, but the platform is not limited to registered businesses only. Anyone with a valid Bistantly account can create a delivery request, provided the item is allowed, the pickup and drop-off information is accurate, and the user follows the platform rules.

A sender creates a delivery by entering pickup details, drop-off details, package information, delivery timing, and any helpful rider notes. Eligible riders nearby can view the job and submit offers. The sender reviews rider details, offer amount, rating, distance, and estimated arrival where available, then accepts the rider they prefer. Once accepted, the delivery moves through pickup, transit, and completion using status updates, OTP confirmation, tracking, and proof of delivery where required.

No. The platform is built so you can create a delivery request and allow riders to respond through the app. You may still communicate when necessary for clarification, but the important delivery details should remain inside Bistantly so there is a clear record of the request, offer, payment status, pickup, drop-off, and completion.

No. Some items are not allowed on Bistantly. Restricted items include illegal goods, weapons, explosives, dangerous chemicals, stolen goods, cash handling outside approved rules, controlled substances, and any item that violates Nigerian law or Bistantly policy. Users should review the Restricted Items Policy before sending sensitive or unusual items.

Bistantly is built for local delivery operations. Availability may depend on the cities, service areas, and rider coverage supported by the platform at a given time. If a pickup or drop-off location is outside a supported area, the app may limit delivery creation or provide a clear message.

Bistantly provides estimates where possible, but delivery time can be affected by distance, traffic, weather, rider availability, pickup readiness, security checks, and other real-world conditions. Estimated arrival times are guidance, not absolute guarantees.

Log in to your Bistantly account, tap Create Delivery, enter pickup information, enter recipient/drop-off information, describe the package, choose delivery preferences, review the details, and submit the request. Make sure the pickup address, phone number, drop-off address, recipient phone number, and package description are accurate before submitting.

Provide the pickup address, pickup contact name, pickup phone number, and any helpful landmark or instruction. If the location is difficult to find, add details such as building color, floor number, estate name, gate instruction, nearest junction, or parking note. Accurate pickup details help riders arrive faster.

Provide the recipient name, recipient phone number, full drop-off address, and any landmark or delivery instruction. If the recipient must be called before arrival, mention it in the notes. If the delivery requires office reception, security gate approval, or a specific handover point, include that information.

Use a short but clear description of what is being sent. For example: “one sealed document envelope,” “small fashion order in a nylon bag,” “beauty products in a carton,” or “customer order packed in a small box.” Do not hide restricted items or provide misleading package descriptions.

Where scheduling is available, you can choose a later pickup time during delivery creation. Scheduled deliveries should be created with enough time for riders to review and respond. If a scheduled delivery becomes urgent, you may need to update the delivery preference or create a new request depending on the app options available.

You can review rider offers before accepting. The offer card may show the rider name, avatar or initials, rating, completed deliveries, vehicle type, offered amount, location freshness, distance, and ETA where available. You decide which rider offer to accept.

Once you accept a rider offer, the delivery becomes assigned to that rider. If wallet payment is used, the accepted delivery amount may move from available wallet balance into held balance until the delivery is completed or cancelled according to the applicable rules. You can then follow the delivery status and tracking information in the app.

Cancellation may be available depending on the delivery status. If no rider has been accepted yet, cancellation is usually simpler. If a rider has already been assigned or is already on the way, cancellation rules may depend on timing, rider effort, platform policy, and whether funds have already been held. Any refund or release of held balance will follow the wallet and cancellation rules.

Check the delivery detail page for rider status, location update, ETA, and contact/support options. If the rider is delayed or unresponsive, submit a support request with the delivery reference, rider name, and the issue. Bistantly support can review the delivery timeline, tracking freshness, and offer/assignment records.

The rider may attempt to contact the recipient using the delivery information provided. If the recipient cannot be reached, the delivery may be delayed, returned, cancelled, or handled according to the delivery rules and support guidance. Always provide accurate recipient phone numbers to avoid failed delivery.

Riders use the separate Bistantly Rider app. After registration and approval, riders can go online, allow location access, view eligible delivery jobs, submit offers, accept assigned delivery flow, complete pickup and drop-off steps, and track their earnings.

Approval helps protect senders, recipients, and the platform. Rider approval may include profile review, vehicle details, location/service area checks, identity information, payout information, and other checks required by Bistantly. Approved riders can receive jobs when they are online and eligible.

When a rider is approved, online, and eligible, the rider can see available delivery jobs in the Rider app. Eligibility can depend on account status, online status, availability, vehicle type, location freshness, delivery rules, and other platform matching rules.

No. Bistantly uses location and distance information to estimate arrival where possible. This helps prevent inaccurate arrival promises. If distance or location information is unavailable, the app can show ETA unavailable instead of allowing riders to type a misleading arrival time.

A rider can submit an offer for an available delivery. The sender then reviews the offer, rider information, and any available ETA or distance information before choosing whether to accept. Riders should submit fair offers based on distance, effort, timing, vehicle cost, and delivery conditions.

Rider earnings are credited according to the delivery completion and settlement rules. Usually, the rider earns after a delivery is completed successfully and the platform confirms the delivery status. Earnings can then become available for withdrawal according to rider wallet and payout rules.

Location helps match riders to nearby delivery opportunities, estimate distance and arrival time, and show delivery progress after a rider is assigned. Location should only be used in line with the app’s location policy and platform settings.

When a rider goes offline, they should stop receiving new delivery opportunities. They may still receive important account, wallet, support, or payment notifications. If the rider is assigned to an active delivery, they should follow the app instructions and keep delivery progress updated.

The wallet allows a sender/business account to keep funds available for delivery payments. Available balance can be used to accept rider offers. Held balance represents money reserved for accepted active deliveries. Transaction history shows funding, holds, releases, completed delivery payments, refunds, and other wallet activity where applicable.

Available balance is the wallet amount that can be used for new delivery payments. If your available balance is not enough to accept a rider offer, the app may ask you to add funds before the rider can be accepted.

Held balance is money reserved for an accepted delivery that has not yet been completed or released. Held funds are not available for new deliveries or refund requests until the delivery is completed, cancelled, or otherwise resolved according to the applicable rules.

Holding funds protects both the sender and rider. It confirms that the accepted delivery amount is reserved while the rider completes the job. When the delivery is completed, the held amount can be settled according to the rider earning and platform rules. If the delivery is cancelled before completion, the held amount may be released depending on the cancellation rules.

If your available wallet balance is lower than the accepted rider offer amount, the app should block the acceptance and show an insufficient balance message. You can add funds and then try accepting the rider again.

Bistantly sender wallet funds are meant for delivery payments. For safety, sender wallet balances should not work like instant cash withdrawal. If you funded your wallet by mistake or need unused available balance returned, you can submit a refund request for support review.

Refund requests are reviewed by Bistantly support. Only available wallet balance can be refunded. Funds reserved for active deliveries cannot be refunded until the delivery is completed, cancelled, or released according to the rules. For security, approved refunds should go back to the original payment method used to fund the wallet where possible.

Refunding to the original payment source helps reduce fraud. It prevents a situation where someone funds a wallet with one payment source and tries to move the money to a different account. If a payment provider supports refunding to the original source, that should be the preferred refund route.

Open Help and Support, choose Refund request or Payment or wallet issue, enter the amount requested, explain the reason, and submit the request. Support may review your wallet balance, held balance, funding record, delivery history, and any related transaction before making a decision.

Gateway, bank, or processing fees may not always be refundable. The final refundable amount can depend on payment provider rules, transaction status, funding method, delivery activity, and Bistantly policy.

When a rider is assigned to an active delivery and location sharing is available, Bistantly can show the rider’s latest app location, location freshness, distance, and estimated arrival information. Tracking is based on the rider’s latest location update and may depend on permission, network, battery settings, and app activity.

ETA may be unavailable if the pickup or drop-off coordinates are missing, the rider location is not available, the rider vehicle type is missing, location permission is denied, or the network is not updating properly. The delivery can still continue, but the app may show fallback text until location information is available again.

Location freshness tells you how recently the rider’s location was updated. For example, the app may show that the rider location was updated just now, a few minutes ago, or that the location has not updated recently. This helps users understand whether the visible tracking information is current.

Pickup OTP is a confirmation code used to verify that the rider has reached the pickup stage and is collecting the correct package. The sender or pickup contact should only provide the OTP when the rider is physically present and the package is ready for pickup.

Drop-off OTP helps confirm that the delivery was handed over at the correct destination. The recipient should only provide the OTP after receiving the item. This helps reduce disputes and creates a stronger delivery completion record.

Proof of delivery is information used to support delivery completion. It may include OTP confirmation, delivery status, timestamp, rider update, recipient confirmation, image proof if supported, or other completion details. Proof of delivery helps support review issues if a dispute occurs.

Report the issue through Help and Support as soon as possible. Include the delivery reference, package description, photos if the app supports attachments, pickup/drop-off details, and a clear explanation of what happened. Bistantly support may review delivery timeline, rider updates, proof of delivery, and communication records.

Submit a support request under Rider issue. Include the delivery reference, rider name if visible, what happened, date/time, and any supporting details. Serious rider behavior concerns may be reviewed by Bistantly support or operations, and action may be taken according to platform policy.

Restricted items should not be sent through the platform. If a rider suspects a package contains a prohibited or unsafe item, the rider may refuse the job or contact support. Bistantly may cancel, suspend, or investigate deliveries that appear to violate restricted item rules.

Tap Create Account in the public Bistantly app and provide the required details. The account is used to create deliveries, manage wallet activity, track orders, and contact support. Businesses may be asked to provide additional business profile details where needed.

A phone number helps with account communication, pickup coordination, delivery updates, support follow-up, and security checks. Use a reachable Nigerian phone number so riders and support can contact you when necessary.

Profile details may be updated from the Account or Profile section where available. Some sensitive changes, such as business identity, payout details, or verification-related information, may require review or support assistance.

Use a strong password, keep your phone and email secure, do not share OTPs with unknown people, and contact support immediately if you notice unusual activity. If two-step verification or trusted device controls are added, enable them for stronger account protection.

Bistantly may support different account roles across separate apps depending on the account structure. Riders should use the Bistantly Rider app, while senders and businesses use the public Bistantly app. If you need help with account role access, contact support.

Use the password reset option where available. If you cannot access your email or phone number, contact support with enough information to verify account ownership.

Verification helps protect users, riders, businesses, and the platform. It reduces fake accounts, supports dispute review, and helps Bistantly make safer decisions about rider approval, business profiles, payments, and support cases.

Open Help and Support in the app and choose the category that best matches your issue. You can submit details about delivery problems, wallet issues, refund requests, rider concerns, account access, or other questions. If external support pages are available, you can also visit the Support or Contact page on bistantly.com.

Include the delivery reference if available, a clear subject, the category of the issue, a detailed explanation, relevant amounts for wallet/refund issues, and any useful dates, names, addresses, or screenshots if attachment upload is supported. Clear details help support respond faster.

Typical support categories include Delivery issue, Payment or wallet issue, Refund request, Rider issue, Account access, and Other issue. Choose the closest category so the request can be reviewed by the right team.

Support reviews refund requests by checking available wallet balance, held balance, funding records, delivery history, and the reason for the request. Approved refunds should be returned to the original payment method where possible. Funds used for completed deliveries or reserved for active deliveries are not normally refundable until resolved according to policy.

Where support request history is available, you can view recent requests, status, category, date submitted, and related delivery information. If history is not available in a specific app version, support may still review your submitted request internally.

Open means the request has been received. In review means support is checking the details. Resolved means a conclusion or action has been made. Closed means the request is no longer active. If you still need help after a ticket is closed, you may submit a new request with updated details.

Yes. Safety concerns should be reported immediately through Help and Support. Provide as much detail as possible, including delivery reference, rider or account name if visible, location, time, and what happened. Serious issues may be escalated for platform review.