Bolt Send: Driver FAQ & Guidance

Bolt Send is Bolt's parcel delivery category. An initiator books a delivery, a driver picks up the parcel, and a receiver gets it at the drop-off point. No passenger travels in the vehicle during a Bolt Send trip.

Delivery orders are clearly marked “Send (delivery only)” on the accept screen. This tells you upfront that the trip is for a parcel, not a passenger, so you can decide whether to accept it.

You'll see the pickup details for the order initiator. Once you collect the parcel, head to the drop-off point. Call the sender or the receiver directly from the app if you need directions or more information.

Yes. You can see the sender and recipient details in the app. If needed, you can call either party directly from the app.

If the sender has enabled PIN verification, the recipient will show you a one-time PIN before you hand over the parcel. This helps confirm the parcel reaches the right person and protects both you and the recipient.

You should not accept or carry: illegal items of any kind including drugs, weapons or ammunition, live animals, people, hazardous or flammable materials, and any item that is illegal to possess, sell, or transfer in your market. The full, market-specific list is in the Bolt Send terms and conditions, and a summary is shown to the order initiator when they book.

Do not deliver it. Cancel the order using the prohibited item reasons in the app, and do not proceed with the pickup or drop-off. If you're concerned about immediate safety (for example, if you believe the item is dangerous or illegal), contact your local police and leave the item with them; take a photo for your records and inform Bolt support.

No. The responsibility for making sure a parcel does not contain a prohibited item sits with the order initiator, and the order initiator confirms this when booking. You are not expected to open or inspect sealed parcels. If you have reason to believe a parcel contains something prohibited or unsafe, you can decline or cancel the order.

You can decline or cancel an order if you have genuine safety concerns, in line with Bolt's community guidelines. If something happens during a trip, report it through the app's safety reporting flow as soon as it's safe to do so.

If you suspect an item is illegal (for example drugs, weapons, or ammunition) before you pick it up, decline the order using the prohibited item reasons in the app. If suspicion arises after you already have the parcel, do not open it yourself and do not continue the delivery. Take it to the nearest police station, take a photo for your records, and report it to Bolt support as soon as possible.

Repeated, significant delivery delays are tracked. As a general rule: a first complaint results in a warning, a second complaint results in a further warning, and a third results in the Bolt Send category being switched off for your account. This is about protecting the experience for senders and receivers, not about penalising occasional, reasonable delays.