Delivery Policy
Delivery Policy
Effective date: 7 October 2026
This Delivery Policy explains how deliveries work on TAP TAP EXPRESS (operated by TAP TAP CHINA Ltd) — for Restaurants, Supermarkets, TAP & Haha, Market and Send a Package, and for orders we deliver for our sister marketplace TAP TAP MARKET.
1. Where we deliver
We deliver in Kigali, Rwanda, which we divide into delivery zones. Our coverage may grow over time. If your address is outside the area we cover, you'll see this at checkout or when booking.
2. Delivery fees
The delivery fee is calculated automatically from the delivery zones and distance between the pickup point (the Vendor or the sender) and your drop-off address. You always see the full delivery fee before you confirm your order or booking — there are no hidden delivery charges.
A surcharge may be added in these cases:
| Surcharge | When it applies |
|---|---|
| Express | You choose faster, priority handling |
| Fragile | Your order needs extra careful handling |
| Evening | The order is placed between 19:00 and 21:00 |
| Weekend | The order is placed on a Saturday or Sunday |
Any surcharge is shown at checkout, before you pay.
3. Delivery options
- Standard — our normal delivery speed.
- Express — faster handling, for an extra fee.
- Scheduled — choose a later date and time; your order is released for preparation at that time.
4. Delivery times
The delivery times shown in the app are estimates, not guarantees. They can be affected by:
- traffic and road conditions
- how long the Vendor takes to prepare the order
- weather
- how many Riders are available near you
- the distance between pickup and drop-off
We work to keep estimates accurate, but delays outside our control can happen.
5. How a delivery works
- Your order is accepted (or, for Send a Package, released for dispatch) and prepared.
- A Rider is assigned — by our dispatch team, by the Rider claiming it, or through an automatic offer.
- The Rider arrives at the pickup point and marks the order picked up once it's ready. Your order now shows as on its way.
- You can follow your Rider on a map in the app until they reach you.
- When the Rider arrives, give them the last 4 digits of the delivery code shown on your order page. This protects you: an order cannot be marked delivered without it.
6. When a delivery fails
A delivery may fail if:
- we cannot reach you by phone
- your phone is switched off
- the address is wrong or cannot be found
- you refuse the delivery
- the pickup point is closed (for Send a Package)
If a delivery fails for one of these reasons, a new delivery attempt may cost an extra fee, and refunds follow our Refund Policy.
7. Send a Package
For point-to-point courier bookings with no Vendor:
- You give us the pickup and drop-off details and the sender's and recipient's contact details. The price is calculated in the same way — from zones and distance — and shown before you confirm.
- Rider assignment, live tracking and delivery-code confirmation work as described above.
8. What we cannot deliver
We cannot accept or deliver:
- anything illegal under Rwandan law
- hazardous, flammable or dangerous materials
- anything the Vendor's own terms or the law prohibit
Vendors and senders are responsible for making sure items are legal and safely packed.
9. Contact us
For questions about a delivery:
- Email: support@taptapexpres.com
- Phone / WhatsApp: the support numbers shown on the Support screen of the app and on our website
