How do I post an errand?
Open the app, tap New errand and pick a service: groceries, pharmacy, parcels, documents, food or something custom. Add where the runner should pick up, where it should be delivered and a short note of what you need. Choose when it should arrive, set your budget and post it. Verified runners near the pickup see it straight away.
Be specific in the note. "2 kg Pembe maize flour, 1 litre Brookside milk, if no Brookside then KCC" saves a phone call and gets you what you wanted.
How is the price worked out?
You set the budget when you post. It covers the runner's time and travel. The app shows the distance and a travel-time range between pickup and dropoff to help you choose a fair amount. Long trips, heavy items and rush-hour deliveries find a runner faster with a higher budget.
The budget is the whole price of the errand. ErrandGo keeps a service commission from it and the rest goes to the runner, so nothing is added on top.
Do I pay for the shopping separately?
Yes. The budget pays for the errand, not the goods. When a runner buys something for you, they photograph the receipt in the app so you can see exactly what was spent. Agree in the chat how the runner will be paid back for goods before they buy anything expensive.
When and how do I pay?
You pay after delivery, never before. Once the runner has handed over your items, pay with M-Pesa from the app: a prompt appears on your phone, you enter your PIN and the errand is settled. If you chose cash when you posted, pay the runner the errand amount in cash at the door and they record it in the app.
What is the delivery code?
When the runner sets off towards you, we send a six-digit delivery code to your phone by SMS and show it on the errand screen. Give the code to the runner only when you have your items in your hands. The runner enters it to confirm the handover. Nobody at ErrandGo will ever ask you for the code, and the runner cannot complete the errand without it.
If the code has expired or you cannot find it, tap Send a new code on the errand screen.
Can I track my runner?
Yes. From the moment a runner accepts until the errand is delivered, you can see their position on the map and an arrival range. Tracking stops at delivery: nobody can follow a runner, or you, after the job is done.
Can I cancel an errand?
You can cancel any time before the runner is on the way to you. Open the errand, tap Cancel and tell us why if you can. Because you pay after delivery, a cancelled errand costs you nothing. Once the runner is heading to you with your items the errand can no longer be cancelled in the app; message the runner or contact support instead.
What if something is wrong with my delivery?
Message the runner in the errand chat first. Most problems, like a wrong brand or a missing item, are fixed quickly that way, and the chat stays open after delivery so you can raise an issue later. If you cannot sort it out together, open a support ticket from Help in the app and choose the errand. Include photos where you can. We look at the chat, the receipt and the tracking record before deciding.
Is it safe?
Every runner is verified with a national ID before they can accept errands, and both sides rate each other after every job. Chat goes through the app, the delivery code proves a real handover, and tracking only runs while an errand is live. Read our safety page for practical tips, and contact support straight away if anything feels wrong.
How do I become a runner?
Download the app, sign up with your phone number and choose Runner. You need a national ID, an M-Pesa line registered in your name and, if you ride or drive, the right licence for your vehicle. Once we have verified your documents you can go online and start accepting errands near you.
How and when do runners get paid?
When a client pays by M-Pesa, your share is sent to the M-Pesa number on your account automatically, usually within minutes. If a transfer bounces we retry it on our own; if it still fails you get a notification and our team contacts you. For cash errands you collect the money at the door, and ErrandGo's commission on that errand is settled with us later. Your earnings screen shows what you owe.
How do I delete my account?
Go to Settings, then Delete account, and confirm. This sends us a data deletion request, and we confirm in the app once it is done. We delete or anonymise your personal data, except records the law requires us to keep, such as payment records for tax purposes. You can also contact support using the details below.