Delivery partner policy

Version 1 · November 2026

Every delivery company and independent rider on CDG Nexus must accept this policy in the app before they can take a job. It exists so customers always know who is picking up their parcel, where it is, and that it arrives safely.

What customers get on every delivery

• A named rider: the rider's photo, name, vehicle and plate number before pickup, plus a call button.
• Live timeline: rider assigned, heading to pickup, picked up, on the way, at drop-off, delivered, with an ETA and delay alerts.
• Photo proof at pickup and at delivery.
• A secret 4-digit delivery code. The parcel only counts as delivered when the receiver gives the rider this code.
• Payment protection: CDG holds the money and only pays the company after the customer confirms the parcel arrived.

Rules for delivery companies and riders

1. Only registered riders. Every rider must be added in the app with their real name, phone number, a clear face photo, vehicle and plate. Never hand a CDG job to anyone who is not registered.
2. Assign before you move. Name the rider in the app before pickup. Customers are told to release parcels only to that rider.
3. Be on time and keep the customer updated. Post every step in the app. If you are late, post "Delayed" with a reason and a new time.
4. Photo at pickup and drop-off. No photo, no pickup.
5. Delivery code, every time. Hand over the parcel only when the receiver gives the code. Five wrong codes lock the delivery until CDG support checks it.
6. No extra money. The app price is the full price. Never ask for fuel, tips, "transport" or payment outside CDG.
7. Never open, use, swap or leave a parcel with someone else. If packaging is damaged at pickup, photograph it and tell the customer before leaving.
8. Respect and safety. Be polite, decently dressed and sober, and ride legally. Use customer and receiver details only for that delivery.
9. No banned items: weapons, drugs, cash, stolen goods, live animals, gas cylinders or anything illegal. Refuse them and report to CDG.
10. Loss or damage. The company is responsible for the parcel from pickup until the receiver gives the code. Upheld claims are refunded to the customer from the company's earnings.

Reports and strikes

• Customers can report a delivery from the tracking screen: very late, damaged, missing, opened, asked for extra money, a different rider came, rude rider, or something else.
• The CDG team reviews every report and hears both sides before deciding.
• An upheld report is 1 strike. Missing or opened parcels and asking for extra money are 2 strikes.
• 3 strikes suspends the account automatically. Theft, violence or fraud means removal from CDG straight away and a report to the police.

What customers must do

• Give correct pickup and drop-off addresses and a reachable receiver phone number.
• Describe the item honestly and never send banned items.
• Share the delivery code only with the receiver, and the receiver gives it only once they have the parcel.
• Confirm in the app when the parcel arrives, or report a problem within 48 hours.

Questions? WhatsApp 0706 298 2971. See also our terms and privacy policy.