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Frequently
Asked Questions

TappCart Frequently asked questions

What is TappCart?


TappCart is a new source of earning opportunity for the drivers. “TappCart” allows to receive request for package delivery within the city through the TappCar application.

A TappCart request is similar to the ride request. Drivers will receive a request on the driver app with a type mentioned as “TappCart” and they can choose to accept or decline the request.




What can a driver deliver?


Driver can deliver packages that fit the below criteria: T&C for (TappCart for drivers)

  • The packages should have a combined maximum weight of 50 pounds.
  • The packages should have a combined maximum value of $500.
  • The packages should fit easily in the trunk of the vehicle.
  • The packages should be sealed and ready to be picked-up with a label enclosing the name, address and phone number of the recipient.
  • The packages should not contain any items which are prohibited to transport in Canada, such as:
    - Firearms
    - Animals and Livestock
    - Cash
    - Explosive items, that are flammable or poisonous
    - Fragile items
    - Harassing or threatening content for the recipient




Can a driver cancel the delivery?


A driver can cancel the trip if the package does not meet the criteria for the package mentioned in the above question. The driver can cancel the trip before putting the package in his vehicle if he believes it contains prohibited items.

If the driver cancels the trip after accepting the package and starting the ride, the driver has to return to the pick-up address and hand over the package to the sender or reach out to the customer support before cancelling for advice.




How does a driver sign-up for TappCart


To sign up for TappCart, drivers can sign up via the announcement they received from Tappcar with an “Invitation to apply”, or they can reach out to the customer care to get their profile added to the new service.




How do drivers opt out of TappCar?


Drivers need to contact the customer care team to opt out of the “TappCart” service.

Customer service team will disable the “TappCart” vehicle category for the requesting driver.




How do drivers accept the request?


TappCart request is similar to the ride request. Drivers will receive a request on the driver app with a type mentioned as “TappCart” and they can choose to accept or decline the request.

  • If the request is accepted and driver arrives at the pick-up location, driver needs to meet the requester at their vehicle and make sure that the package is sealed and has a label with the recipient’s details before putting the package in the trunk of their vehicles.
  • The requester can track the delivery through the app or can share the driver and vehicle details with the recipient.
  • Once the driver arrives at the drop-off location, the recipient will retrieve the package from driver’s vehicle.
  • If the recipient is not at the drop-off location, call the recipient. If the recipient does not respond, contact the sender through the application and ask them to co-ordinate the drop-off. If there is no resolution after 10 minutes of arrival at the drop-off location, driver can return the package to the sender and the fare of the return fee would be added to the overall fare.




What can the customers send?


For packages to be delivered using the TappCart service, customers can send small or medium packages that would meet the below criteria:

  • The packages should have a combined maximum weight of 50 pounds.
  • The packages should have a combined maximum value of $500.
  • The packages should be sealed and ready to be picked-up with a label enclosing the name, address and phone number of the recipient.
  • The packages should not contain any items which are prohibited to transport in Canada, such as:
    - Firearms
    - Animals and Livestock
    - Cash
    - Explosive items, that are flammable or poisonous
    - Fragile items
    - Harassing or threatening content for the recipient




Can a customer send the package as a surprise gift to the recipient?


Yes, a customer can send the package as a surprise gift. Though, customer would have to clearly inform the driver through the “Note” section in the app or while picking up the order, to either leave the package at the recipient’s door or call the recipient once the driver reaches the drop-off location.

However, we strongly recommend informing the recipient about the package being delivered so that they can collect the package directly from the driver.




What happens in case the package is damaged?


Tappcar does not provide the insurance for the packages being delivered. If the package gets damaged during the delivery, the customer must submit the photos and description of the package before it was picked-up and after it was delivered within 48 hours of the delivery time.

The customer service team would look into the issue and if found legit, would refund the delivery cost to the customer within 3-5 business days.




How to request a TappCart delivery?


  1. Open the TappCar’s customer application.
  2. Enter the recipient’s address (Package destination) in the “Where to?” section of the Tapcar application.
  3. In the pick-up address, customer requesting the delivery has to enter the exact pick-up location for the package.
  4. Go to the vehicle options and scroll through and select “TappCart”
  5. Agree to the terms and conditions for the package delivery and confirm that the package is sealed (make sure that the package is labeled with recipient’s name, address and phone number) and does not contain any items mentioned in the prohibited list.
  6. Click on “Ride Now” and on the next screen, add a note to the drivers which must have recipient’s name, complete address and phone number.
  7. Click on confirm ride to book a pickup. Customers won’t be able to change the pick-up or drop-off location once the request of the delivery is confirmed.
  8. Meet the driver and load the package into the vehicle and provide any additional instructions if necessary.
  9. Inform the recipient about the pick-up and share the driver and car details with the recipient and instruct them to meet the driver once the driver is at the location and calls the recipient and retrieve the package from the vehicle.

Note: Customer service will contact the recipient or the requester to confirm the delivery.





TappCar Frequently asked questions

Why was $.50 charged on my credit card?


When you add the card to the app $.50 pre-authorization is done to check if the card is card is active. And because it is a pre-authorization not an actual charge it will refund itself within 4-5 business days.




Why was I charged for cancelled trip?


When the ride is booked fare will be pre-authorized and when the ride is cancelled pre-auth will be refunded by itself within 4-5 business days or earlier based on the bank’s processing time.




Can I pre-book a trip?


Trip can be booked on the app by choosing a book later option. The fare will be charged in advance as soon as you book the ride and if the trip is cancelled the fare will be refunded automatically. Cancellation charge will be charged if the trip is cancelled after it was accepted by the driver.




How to add tips for the driver?


After the trip has been completed, you will be given an option on the app to rate and tip the driver.




Can multiple destination trip be booked?


You can add up to 4 stops while booking the trip, and because we pre-auth you in advance for the fare driver can only take you to the destination added in the trip.




How do I resolve complaints with TappCar?


We have customer service representatives available 24/7 for any issues that might arise. Email us at support@tappcar.com




What is TappCar?


TappCar is a new Edmonton-based ridesharing company. Born out of frustration towards traditional taxis and companies like Uber, and as a response to the evolving landscape of the personal transportation industry, Our mission is to give customers and drivers a reliable and fair alternative to the current status quo. We are local and proudly Canadian!




How does TappCar treat its drivers?


In short: very well! We have found this to be one of the biggest issues with the current taxi and ride share industry. We offer training programs, 100% of their tips, and many in and out-of-car safety features.




What happens if I forget an item in a TappCar?


Our policy towards lost and found items is straightforward. If the driver notices the item, or is contacted by us and finds the item in their car, they are to bring it to one of our local offices. We will then contact the passenger and offer a TappCar delivery (at our normal rate) or the passenger can pick it up from the office.




Why are there two charges on my bank statement after taking a TappCar?


TappCar uses pre-auth charges to ensure that a credit card is valid when a trip is booked. These are not taken from your account, but merely held for 1-5 business days (depending on your financial institution).
If you encounter any issues with these pre-auths, the first step should be to contact your financial institution. We are also happy to answer any inquiries, but due to the varying requirements between banks, they should be your first point of contact.




What happens if I cancel or don't show up for my ride?


If you cancel your trip after the driver has begun to travel to you, or if you do not show up once the driver arrives, your stored credit card will be charged a no show fee, usually in the $4 range. This is because our drivers incur costs every time they leave to pick up a passenger. Fuel, time and mileage are all factors in this.
If you have any problems with a cancellation or no-show charge, please let us know and we will happily review the trip.





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