Trust Center

The 6-digit delivery code

Every delivery gets a 6-digit code, visible to the customer in the app. At handover the recipient reads it to the driver, who enters it to close the job.

The check happens on our servers, not in the app, and the driver's earnings for that trip are only released once the code matches. A driver cannot mark a parcel delivered without it. That is what turns "I never got it" from an argument into a question with an answer.

Treat the code like a PIN. Share it at the door, not in advance — anyone holding it can close the delivery. We will never ask you for it by SMS, call or email.

Driver identity checks

Before a driver can accept work, they submit a government ID document and a selfie. Both are checked against each other, and against the name on the account, before the account is approved. Drivers who fail are not activated.

Approval is a human decision made in our admin system, and every approval and rejection is recorded against the staff member who made it.

Payments

Fares are calculated on our servers, not in the app, so the price cannot be altered by a modified client. The same applies to commission and driver earnings.

M-Pesa payments are confirmed by Safaricom's callback to our servers before a delivery is marked paid. Driver payouts run through the same rails in reverse. We never see or store your M-Pesa PIN.

Public tracking: what it shows

A tracking code lets anyone holding it see a delivery's status, the pickup and drop-off addresses, the distance, and the driver's first name. That is the complete list.

It deliberately does not reveal the 6-digit delivery code, either party's phone number, or any payment detail. The tracking code and the delivery code are different values with different jobs: one is for visibility, the other is proof of receipt.

Anyone you forward a tracking link to can see the addresses on it. Share it the way you would share a parcel's destination.

In-trip safety

Both the customer and driver apps have an SOS control that raises an alert to our operations team with the current trip and location attached. Trips are tracked in real time while in progress.

What this page does not claim

We would rather be precise than reassuring. iCarry is not an insurer, and a delivery code proves a handover happened — not that the contents were intact. For high-value or fragile items, photograph the parcel before sending.

If something goes wrong, contact us at [email protected] with the tracking code. Reports are investigated against the delivery record, including the timestamps and who confirmed what.