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FREQUENTLY ASKED QUESTIONS

Here are the answers to questions we hear often. Click the question!

HOW DO I BECOME A CARRIER?

Apply for Fiuge by filling out the form here

Download and register on the FIUGE app. For carrier jobs please register as a carrier (blue background). After registration we will send you an email with an invitation to our next info session where we will go through everything you need to know about delivering. We organize info sessions monthly. After you have attended the session, updated your profile and sent us your company details or tax card (work permit and residence permit if you’re not a Finnish or EU citizen), we can verify you and you can start earning.

WHEN DO I WORK?

At FIUGE you decide your working hours. You only work when you want to by picking cargos in the app. Our operating hours are 9-21 every day of the week. You might see a cargo in the app 30 minutes to 1 week prior to pick-up date/time.

DO I NEED TO HAVE A CAR?

No, a car is not a requirement. You can also deliver by bicycle or scooter, even on foot. If you have a car or a van you will be able to carry more and further.

HOW MUCH DO I GET PAID?

Each delivery has a set delivery reward, this is the amount that the carrier gets. Earnings will be paid once a month. We will take care of taxes for you. From the prices shown in the app, we withhold your personal tax percentage if you’re working with a tax card or add VAT if you’re working as an entrepreneur.

REWARDS

  • What you see is what you get. Cargo rewards are always visible. If working with a tax card we will deduct your personal tax. If working through a company VAT will be added to these sums. Rewards are paid once a month. A calculation for the previous month’s gigs will be sent by the 4th of the following month and rewards are paid by the 10th.
  • Working with a tax card: If you have submitted your tax card and banking details by the 25th your rewards will be paid in the upcoming payment.
  • Working through a company: If you have submitted all necessary company details by the 25th you will receive a calculation and the self-billing invoice will be paid. You don’t have to send us an invoice.

HOW DOES FIUGE WORK?

Clients request a delivery with the FIUGE app and set the price. Carriers choose suitable cargos in the application. The FIUGE app also combines deliveries into one cargo and optimizes routes. The carrier picks up the delivery and delivers it to its final destination at the given date and time

As a Fiuge Carrier, you select the delivery that you can transport and deliver the package(s) to the selected address(es).

HOW DO I REGISTER AS A CARRIER?

  • Download the app from stores (Google-Play and AppStore)
  • Accept the request to access your camera (when you take pictures of deliveries) and location (so customers can see where you’re at while delivering).
  • Press login/setup. Make sure you’re registering as a carrier (blue background). You can choose the role in the menu (3 lines in the upper left corner).
  • Press the “Sign up here” text.
  • Fill in your email, phone number and create a password.
  • Press “Continue to details”.
  • Add your profile picture, preferably of your smiling face. This will be shown to the sender and receiver when delivering.
  • Read the Terms and Conditions and press “Verify Account”
  • You will receive a verification code as an sms. Enter the code and press “Submit”
  • In the menu press “Profile” to add/update your address.
  • In the menu press “Payments” to update your banking details, date of birth, picture of your ID (passport only). This information will be shown only to Fiuge.
  • We can verify you after the info session only if you have filled in and uploaded the information above.
  • After the info session you will receive an email with links where you can fill in more details:
    If working through a company: Company address, bank account, Company ID and VAT number
    If working as a freelance: Tax card details, your residence and work permit (if not a Finnish or EU citizen)

HOW TO DELIVER (IN DETAIL)?

  • Choose a cargo you would like to deliver. Please check the date, time, distance, route and city before you choose. By pressing the “Accept” button and “Ok” you have chosen this cargo to deliver. Hot food deliveries can’t be chosen more than 2h ahead of pick-up time.
  • Now the sender can see that you have accepted to deliver this cargo and can send you messages through chat in the app or call you to give instructions regarding the delivery. They can also see where you are on a map. This will turn off as soon as you have delivered.
  • You may have several packages in the same cargo.
  • Please read the delivery notes for the specific package to see if there are any special instructions for your delivery.
  • If you press the address line it will open up in Google Maps for you to be able to get directions.
  • If you press the phone number you will be able to call that number.
  • You can only choose 1 cargo at a time. If you see another delivery you would like to do in the same run please call our on-call number 0207981470 and we can combine these for you.
  • Introduce yourself at the place of pick-up: “Hello, I’m from Fiuge courier services, I’m picking up a package from you”
  • When you are at the pick-up place make the delivery active by pressing the “Make Active Delivery” button.
  • Take a picture of the goods you are delivering. Make sure the whole object is visible. For hot food deliveries make sure the delivery box number is visible. Then press “Confirm pick-up”
  • Now an sms has been sent to the recipient so they can track you while you’re delivering. They can also call you or send you chat messages through the app, to give specific instructions.
  • When you are at the delivery address take a photo of the goods and then ring the doorbell.
  • Introduce yourself to the recipient: “Hello, I’m from Fiuge courier services, I have package for you”
  • Ask for the recipient’s full name (both first and last name) and write this in the “Deliver to” field. You don’t need to ask for a signature, mark “X” in the signature field.
  • Press “Confirm Delivery” button.
  • Please repeat the pick-up and delivery steps for each package you have in the same cargo.
  • If you have multiple packages in the cargo you can choose a new cargo after you have delivered all.
  • If you can’t see the yellow confirmation buttons you might have to scroll down and they will pop up. See also “Unexpected situations” section.

WHAT SHOULD I WEAR?

Your own, clean clothes are suitable. On top of these, you will also receive a Fiuge vest and a name tag. Before your first delivery, please pick these up from our office from Laivurinkatu 41, Helsinki. It is compulsory to wear Fiuge gear when delivering. Please do not use other delivery services equipment or gear when delivering for Fiuge.

UNEXPECTED SITUATIONS OR DO YOU NEED URGENT ASSISTANCE?

  • If you can’t find the location from where to pick-up or to deliver, call the sender or recipient to ask for directions.
  • If the sender or the recipient is not at the location please call them.
  • The address seems to be wrong. If you’re using Google Maps it might, in some instances, direct you to another street close by. Look around, ask passers-by, call recipient or sender or use another map app.
  • It looks like you will be late. Call the sender or the recipient to let them know your estimated time of arrival. It’s polite to inform you that you’re running late.
  • If the delivery gets lost or damaged call us immediately. You are responsible for what you are delivering.
  • You won’t be able to do the delivery due to an unexpected situation, call us immediately so we can free up the cargo for someone else to do.
  • You have chosen a cargo by accident, call us immediately so we can free it up for someone else to deliver.
  • In any situation where you have a problem, call us and we’ll try to resolve it together.
  • Forgot your password? Press the “Forgot Password?” text in the menu and fill in your email. A link will be sent where you can reset this.
  • If the yellow accept buttons are not showing you might be in a place with no location services or they are not turned on. Please make sure location services are on for the app and/or go outside where there is better coverage. The buttons can also be “hidden”, try scrolling down in the app.
  • If you have technical difficulty with the app let us know. Usually, small glitches go away using one or several of these steps:
    • Make sure you have the latest software for your phone and the app
    • Swipe the app away from the screen (and other apps that can use cache memory which can slow down the phone)
    • Swipe on the package in the cargo downwards, the yellow buttons might be hidden.
    • Log out and back in
    • Free up some memory from the phone if full
    • Restart your phone
    • Delete the app and reload it
    • Turn off your phone and on again
    • In emergencies you can use the web app. Go to fiuge.com and sign in. 
  • If you have any problems call our on-call number 0207981470 or post it in your local Whatsapp group where a moderator on shift can answer your questions.

DON'TS:

  • Never touch the sender or recipient or contact them in any other matters than the delivery you’re doing.
  • Always keep your distance.
  • When picking up from a store never interrupt the salesperson if they have a client. They will see you, wait for your turn.
  • When calling please avoid speaking over the speaker of the phone, use the phone. It’s easier to hear you. Be clear. Say you’re from Fiuge, delivering (for example from Musti & Mirri).

HOT FOOD DELIVERIES:

Deliveries from restaurants:

  • At this address: Kalevalantie 3, Espoo, always deliver in the delivery boxes provided by the restaurant. They are sanitized after each use. Don’t use any other delivery boxes/bags.
  • Other addresses: see below.
  • You can choose a hot-food cargo no more than 2h before pick-up.
  • Customers have availability to order 35min before our pick-up.
  • Our delivery time is within 45 minutes from pick-up time. Use the hand sanitizer available at doors when entering and leaving.
  • Don’t wait inside the restaurant. Wait in the car for your next delivery. Enter the restaurant close to the pick-up time. Please be precise.
  • Orders will have a code: example G33 which you see in the app notes. Tell the restaurant which number(s) you have to deliver. They will pack everything ready.
  • Delivery boxes have warm food inside, cold food in a paper bag outside the box. Only food that doesn’t have a paper bag is “family-size” foods, code is written on each bag/box. All paper bags are sealed. 
  • When picking a delivery take a photo of the delivery box and any paper bags on top. Take a picture with the delivery box code visible. Then confirm delivery. Do this for all packages in the same cargo. The recipient will receive an sms notice that the delivery is on its way.
  • Please read notes carefully for further instructions on delivery (door code etc.)
  • At the delivery address please take out the paper bags from the delivery box and place bags beside the customer’s door (family box can be left in the delivery box, take the lid off).
  • Take a picture of delivered food (before ringing the doorbell).
  • Ring the doorbell and step back 2 meters, if possible.
  • Inform the customer you have a food delivery and ask their name (write this in the app. Signature is not needed. Mark “x” in the signature field. Ask them to take the family box out of the delivery box (if several deliveries are in the same box you can take it out and place it on top of the delivery box before you ring the doorbell.
  • If delivering form kalevalantie 3, return the delivery box(es) back to the restaurant. Don’t keep empty boxes in your car unnecessarily. Return them to the designated area in the restaurant.
  • In case of heavy traffic, accident etc when you see you will be late from pick-up or delivery call the restaurant or customer immediately to let them know. Let us know in the Whatsapp group or call our on-call number
  • If you’re on shift, choose the next cargo not more than 60min before pick-up, since there might be orders still coming in and going in the same direction.

All others

  • Always deliver in Fiuge delivery bags. Don’t use any other delivery boxes/bags.
  • You can choose a hot-food cargo no more than 2h before pick-up.
  • Customers have availability to order 30min before our pick-up.
  • Our delivery time is within 20 minutes from pick-up time. Use the hand sanitizer available at doors when entering and leaving.
  • Don’t wait inside the restaurant. Wait in the car for your next delivery. Enter the restaurant close to the pick-up time. Please be precise.
  • Orders will have a delivery number or customer name. They will pack everything ready.
  • Warm and cold foods/beverages are separately packed.
  • When picking a delivery take a photo of the delivery. Then confirm delivery. Do this for all packages in the same cargo. The customer will receive an automatic notice that the delivery is on it’s way.
  • Please read notes carefully for further instructions on delivery (door code etc.)
  • At the delivery address please take out the bags from the delivery bag and place bags beside the customer’s door.
  • Take a picture of delivered food (before ringing the doorbell).
  • Ring the doorbell and step back 2 meters, if possible.
  • Inform the customer you have a food delivery and ask their name (write this in the app. Signature is not needed. Mark “x” in the signature field.
  • In case of heavy traffic, accident etc when you see you will be late from pick-up or delivery call the restaurant or customer immediately to let them know. Let us know in the Whatsapp group or call our on-call number also.
  • If you’re on shift, choose the next cargo not more than 60min before pick-up, since there might be orders still coming in and going in the same direction.

GENERAL GUIDES TO HYGIENE

  • Being either the flu or a virus please don’t choose any gigs before you’re well.
  • At this time you do not need to ask for signature form the client. Write an “X” in the space for signature and write the recipient’s name in the allocated field.
  • Please take extra care of your hygiene. Wash your hands often with soap and at least 20 seconds under warm water.
  • Keep your distance. Sender or recipient might be an elderly person, carrying a virus or be in a vulnerable position. If at all possible keep a distance of at least 2 meters.
  • Hot food deliveries have extra measures not to spread germs. Please use hand sanitizers when entering and exiting the restaurant.

INSTRUCTIONS / HOW TO GET THERE:

Below you will find instructions to pick-up places.
Some pick-ups are in shopping malls. If you go to the parking garage we suggest you download their apps which will usually give 1-2h free parking. These are: Taskuparkki (in Tapiola together with Ainoa app), Moovy, EasyPark…

Find us on Google Maps.

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