Insurance FAQ

No. Onvayo does not currently provide insurance cover for goods in transit, and we do not have an insurance partner at this time. If you're shipping something valuable, fragile, or otherwise irreplaceable, we recommend arranging your own insurance cover for that item before booking.

Notify us within 24 hours of the scheduled delivery time as described in our Terms of Service, with photos and a description of what happened. We'll look into it, including speaking with the Driver Partner involved. Where loss or damage is shown to have resulted from the Driver Partner's proven reckless or negligent conduct, Onvayo will assist you in pursuing an appropriate remedy — but this is assessed case by case, and isn't a guaranteed payout the way an insurance claim would be.

Yes. As set out in our Terms of Service, Onvayo's liability for loss, damage or delay is limited to the fare paid for that trip, except where reckless or negligent conduct by a Driver Partner is established.

No. Fares are calculated from distance, vehicle type and applicable platform charges — not the declared or actual value of the goods being carried. This is exactly why we can't offer value-based coverage today: our pricing simply doesn't account for it.

Fragile items should be packed securely enough to survive normal handling and transit — Driver Partners are not trained packing specialists. Hazardous, flammable or otherwise dangerous items cannot be booked on Onvayo at all; see the restricted items list in our Terms of Service.

It's something we're actively looking into as we grow. If and when we tie up with an insurance partner, we'll update this page and let customers know through the app.