FAQ

Answers for using Zeli with confidence.

A clear guide for customers, drivers, couriers, merchants, and support users across the Zeli platform.

Customers

Rides and delivery.

How do ride requests work?

Customers enter pickup and drop-off details, review the route or fare information shown in the app, and submit the request. Zeli then coordinates assignment with an available driver or dispatcher flow.

How do delivery orders work?

Customers choose a restaurant or merchant, review the cart, delivery address, fees, tip, and order details, then follow order updates from preparation through courier handoff and arrival.

Why does Zeli ask for location?

Location helps set pickup points, show nearby service options, calculate routes, guide drivers and couriers, and provide live ride or delivery tracking during active jobs.

Can I use Zeli without saving addresses?

Yes. Saved addresses are optional account conveniences. Customers can still enter pickup, drop-off, or delivery details when making a request.

Payments

Fares, tips, fees, and records.

What can affect a price?

Prices may depend on distance, route, service type, delivery fee settings, merchant totals, tips, promotions, availability, and operational rules shown during booking or checkout.

Do tips go to drivers or couriers?

Customer tips are intended for the assigned driver or courier unless the app clearly states otherwise.

Why can a ride or order be cancelled?

A ride or order may be cancelled or reassigned because of availability, payment problems, inaccurate details, merchant status, road conditions, safety issues, or support decisions.

Where can I review account data?

Signed-in customers can open Account to review profile details, support links, terms, privacy information, and account deletion options.

Partners

Drivers, couriers, and merchants.

How do I apply to drive or deliver?

Open Drive with Us and submit an application with contact details, vehicle information, experience, and preferred plan. Zeli reviews applications before activating access.

How are driver earnings calculated?

Driver plans and formulas are explained on the Drive with Us page, including Zeli Pro, Zeli Flex, ride commission, cash deposits, delivery fees, order bonus, and tips.

How do merchants manage orders?

Approved merchants use the merchant tools for menu, profile, settings, order updates, and payout visibility based on the active platform setup.

Who can access dispatch tools?

Dispatcher and operations tools are restricted to approved users. They are used for assignments, drivers, merchants, finance, applications, fares, and live operations.