Urgent Express is for time-critical deliveries — we drop everything and head to your pickup immediately, guaranteeing same-hour delivery within Kampala. Normal delivery is for orders that can be scheduled or slightly queued, allowing us to plan the most efficient route. Urgent Express costs more to reflect the immediacy and priority handling.

Normal deliveries are typically completed within 2–4 hours depending on current order volume and distance. If you need a guaranteed time window, Urgent Express is the better choice.

We currently operate within Kampala Metropolitan — including Kampala Central, Nakawa, Makindye, Rubaga, and Kawempe divisions, plus key suburbs like Ntinda, Bugolobi, Najjera, Naalya, Kansanga, and Munyonyo. If you are unsure whether your location is covered, contact us before booking.

We handle documents, forgotten personal items, keys and access cards, boutique and retail orders, electronics, pharmacy pickups, and office dispatches. We do not carry items that are illegal, hazardous, or require special licensing (e.g. controlled substances, weapons, or live animals).

Yes — UrbanDrop operates 7 days a week. On public holidays availability may be slightly reduced; we recommend booking early or choosing Urgent Express to guarantee service.

Fare is calculated based on the road distance between your pickup and drop-off points. A base fare covers the first 2 km, and a per-kilometre rate applies beyond that. Urgent Express carries a higher base fare and per-km rate than Normal delivery due to the priority service. The estimated fare is shown before you confirm your booking — no surprises.

We currently accept cash on delivery — you pay the rider upon receiving your item. For send-only deliveries (where you are the sender but not the recipient), payment is collected at pickup. Mobile Money payment (MTN and Airtel) is coming soon.

No. The fare shown at booking confirmation is what you pay. If a delivery encounters an unusual situation that affects the fare (e.g. a significant address change after booking), the rider will notify you before proceeding.

The estimated fare is calculated using the straight-line distance between your two pins multiplied by a road factor. Real road distances vary slightly. The quoted fare is what you will be charged — we do not adjust the fare mid-delivery based on actual GPS distance.

Your documents are handled by a single dedicated rider from pickup to delivery — there are no sorting hubs, third-party couriers, or handoffs. The rider does not open, read, or inspect the contents of sealed packages. If your documents are sensitive, we recommend sealing them before handoff and noting "confidential — do not open" in the delivery notes.

Your order details (name, phone, addresses) are stored securely and are only accessible to you via your tracking code and to the rider handling your delivery. We do not sell or share your personal information with third parties.

Yes — the rider can see your phone number so they can contact you for pickup and delivery coordination. The recipient's phone number (if provided) is also shared with the rider for the same reason. We do not use your number for marketing without your explicit consent.

Order records are retained for 90 days after delivery for dispute resolution purposes, after which personal details are anonymised. You can request deletion of your data at any time by contacting us directly.

UrbanDrop operates with a single verified rider. Every order is tracked from pickup to delivery with status updates you can follow using your tracking code. In the unlikely event of loss or damage in transit, contact us immediately — we take full responsibility for items under our care and will work with you toward a resolution.

If your item arrives damaged due to handling in transit, report it within 24 hours with photos. We review each case individually. For fragile items, please mention this in the delivery notes so the rider can take extra care — or consider appropriate packaging before handoff.

Yes, but we recommend declaring high-value items in the notes field and ensuring they are properly packaged. For very high-value items (above UGX 500,000), we advise using the Normal tier so the delivery can be planned carefully rather than rushed.

The rider will attempt to contact the recipient using the phone number provided. If unreachable, the rider will wait up to 10 minutes before returning the item. A re-delivery fee may apply. Always ensure your recipient is aware of and available for the delivery.

Every booking generates a unique tracking code (e.g. UD-A3KX9Z). Enter this code on the Track page at any time to see the current status: Order placed → Picked up → In transit → Delivered.

Currently, status updates are available on-demand via the Track page using your tracking code. Automatic SMS notifications are on our roadmap. For time-sensitive orders, the rider will call or WhatsApp you at key points.

Contact us immediately via WhatsApp or phone. If the rider has not yet departed for pickup, cancellation is free. Once the rider is en route, a small trip fee may apply to cover their time and fuel.