Help Center

Frequently Asked Questions

Everything you need to know about DocFly. Can't find the answer? Contact our support team.

🔍

No results found

Try a different search term or browse by category.

5 questions in this category

DOCFLY is a peer-to-peer (P2P) document and small-parcel delivery platform that connects senders who need to ship documents internationally with travellers who are already flying the same route. Senders save money compared to couriers like FedEx or DHL, and travellers earn extra income on trips they're already making.
A sender posts a delivery request specifying the origin city, destination city, item description, and deadline. DocFly surfaces verified travellers flying that exact route. The sender reviews traveller profiles and ratings, then chooses one to carry the item. Payment is held in secure escrow and released to the traveller only after successful delivery is confirmed.
Anyone 18 or older with a valid government-issued ID can sign up. Both senders and travellers must complete our identity verification (KYC) process before transacting. DocFly is available worldwide, though some destination countries may have restrictions based on local import/export regulations.
In most jurisdictions, yes — carrying personal documents (letters, legal papers, certificates) for others is legal and does not require a customs declaration in most countries. However, laws vary by country. DocFly provides guidance for each route and only allows items that comply with aviation security and customs regulations. Prohibited items (cash, controlled substances, undeclared goods) are strictly forbidden and will result in account termination.
If a delivery is lost, our support team investigates immediately. Senders receive a platform credit for the delivery fee. All claims are processed within 5 business days.

6 questions in this category

After signing up and completing verification, go to your sender dashboard and click "New Delivery". Enter the departure and arrival airport meeting points, preferred delivery date, and document details. You'll be shown matched travellers within minutes.
Travellers set their own base price ($20–60 is typical). DocFly adds a service fee of 15–18% depending on delivery type. You'll always see the full price (traveller price + fee) before you confirm. Urgency and route popularity can influence price.
Payment is taken when you confirm a match with a traveller. The full amount is held in secure escrow and is not released to the traveller until delivery is confirmed. This protects you throughout the delivery process.
Yes. You can cancel for free up to 24 hours before the scheduled pickup. Cancellations within 24 hours of pickup incur a 10% fee to compensate the traveller for their time. Once a traveller has physically collected your item, cancellation is no longer available.
DocFly supports legal documents, business contracts, passports (for relocation), academic certificates, small printed materials, and sealed personal letters. Items must be under 2kg and fit in a standard A4 envelope or small padded mailer. Electronics, liquids, perishables, and anything prohibited by aviation security are not allowed.
Once matched, you'll receive real-time status updates in the app and by email: Matched → Airport Handoff → In Flight → Collected at Arrival → Confirmed. You can also message your traveller directly through the in-app chat. A live tracking link is available for all deliveries.

6 questions in this category

Register on DocFly, select the Traveller role, upload a government ID for KYC verification (usually approved in under 30 minutes), then add an upcoming flight. You'll immediately see delivery requests matching your route and can start accepting offers.
You are responsible for: (1) collecting the item from the sender before your flight, (2) keeping the item safe, (3) handing it to the recipient at the destination, and (4) confirming delivery in the app. You must only accept items that comply with aviation regulations.
Once you confirm delivery in the app and the sender verifies receipt (or 24 hours pass automatically), your earnings are credited to your DocFly wallet minus the platform fee. You can withdraw anytime to your bank account, PayPal, or crypto wallet. Withdrawals are processed within 1–3 business days.
Yes! There's no hard limit, but we recommend a maximum of 5 deliveries per trip to ensure you can comfortably manage them. You can browse and accept multiple requests for the same route. Each delivery is tracked separately with its own earnings and confirmation.
Immediately notify the sender and DocFly support via the app. If you have the item, you must return it to the sender or hand it to a DocFly-verified alternative traveller. Missing a flight is considered a cancellation and you will not receive payment. Repeated flight misses may affect your traveller rating.
DocFly only allows personal documents and paper-based materials that typically do not require customs declaration. However, laws differ by country. DocFly provides a Carrier Letter for each accepted delivery — a document explaining the nature of the item that you can present to customs if asked. It is your responsibility to be aware of entry requirements for your destination.

5 questions in this category

Senders can pay with Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and select crypto currencies (USDC, ETH). Bank transfers are also accepted for high-value deliveries. All payments are processed securely by Stripe.
When a sender confirms a match, full payment is deducted and held in a secure DocFly escrow account — neither the sender nor the traveller can access it. Funds are released to the traveller only when both parties confirm delivery, or automatically after 24 hours if the sender does not dispute. This eliminates fraud on both sides.
Earnings appear in your DocFly wallet immediately after delivery confirmation. Withdrawals to bank accounts or PayPal take 1–3 business days. Crypto withdrawals are processed within 1–2 hours. There's no minimum withdrawal amount.
DocFly charges 15% for standard deliveries and 18% for urgent deliveries. This fee is added on top of the traveller's price and paid by the sender. The fee covers: payment processing, 24/7 customer support, and platform operations. There are no hidden fees.
Full refunds are available if you cancel more than 24 hours before the scheduled pickup. If a traveller cancels, you receive a 100% refund automatically. If a delivery fails (item lost or not delivered), dispute within 48 hours and our team will investigate and issue a platform credit. There are no hidden fees.

4 questions in this category

Yes. All users must complete Know Your Customer (KYC) verification before sending or carrying any delivery. This involves uploading a government-issued photo ID and a selfie. Verification typically takes under 30 minutes. KYC ensures accountability and makes our marketplace safe for everyone.
After each completed delivery, both the sender and traveller rate each other on a 1–5 star scale across dimensions: communication, reliability, and professionalism. Ratings are publicly visible on profiles. Users with ratings below 3.5 are automatically suspended pending review. Repeat low ratings result in permanent bans.
Report fraud immediately via the Report button on any delivery, profile, or chat message. Our trust & safety team responds within 2 hours for active deliveries. Suspected fraudulent accounts are suspended pending investigation. DocFly cooperates with law enforcement when required. Do not transfer money or communicate outside the platform.

Still have questions?

Our support team is available 24/7 and typically responds within 2–4 hours.

Contact Support How it Works