Frequently asked questions

Here you can find answers to the most common user questions

  • Mission creation

    Here you can find the necessary information about the process of completing your assignment

  • Arbitrage

    Here you can find the necessary information about the process of completing your assignment

  • Ratings

    Here you can find the necessary information about the process of completing your assignment

  • Payments

    Here you can find the necessary information about the process of completing your assignment

  • Referral

    Here you can find the necessary information about the process of completing your assignment

  • What is the difference between shopping and delivery mission?
    Shopping missions should be created when you need something bought from a certain store. Delivery missions can be used if you need to transport existing goods from one place to another.
  • How do I create a mission?
    In the main screen you can create a mission after you have provided all the information needed. All nearby cyclists will get the live order and can accept the mission at any time.
  • What information do I need to provide in order to create a mission?
    You need to provide two locations for both types of missions. An address of the store location and the destination for a shopping mission and a pickup and destination address for a delivery mission.
  • What should I do when the goods haven‘t been delivered?
    If the goods haven‘t been delivered although the cyclist marked the mission as accomplished, you can set the mission to arbitrage. More information on Arbitrage can be found in the „Arbitrage“ section
  • Do I need to pay the shopping sum via the app?
    No! The shopping sum should be directly paid to the cyclist in cash once he arrives. Velonto does not take payments for the shopping sum.
  • How can I ensure that the cyclist is fraudulent?
    Each cyclist has been verified by velonto on their identity. However, you should also refer to their current rating score to base your decision on.
  • The mission is currently in arbitrage, what should I do?
    Once a mission is being held in arbitrage, you are prompted to supply evidence to the mediator before you are able to accept another mission.
  • What kind of evidence should I provide?
    The best evidences are pictures, although a convincing explanation can also be enough in certain cases.
  • Can I add additional information after I submitted my first evidence?
    After your initial submission of evidence, you can always provide more information or ask the mediator for more information by clicking on the “Support” button, which is on the bottom of the navigation bar when you swipe from left to right.
  • In which form can an arbitrage case be settled?
    An arbitrage case can be settled for partial reimbursement or full reimbursement. That means one party could get 100% of the money or only part of the money, while the other part will be credited to the other party.
  • How long does it take for the arbitrage to be settled?
    Most arbitrages are usually settled within 1-2 working days.
  • Where can I see my ratings score?
    You can see your ratings score under your profile picture in the navigation menu.
  • What happens if I have a low ratings score?
    If you have a low rating score, your missions might take longer to get accepted, as bikers would prefer clients with higher rating scores.
  • How do I get ratings?
    The cyclist can leave you a rating after each completed mission.
  • Can I dispute a rating?
    You cannot dispute ratings just because you were offered low-stared ratings. However, if you think that certain ratings are abusing and exploiting the system, you can report it via our support.
  • How can I rate the cyclist?
    You are given the opportunity to rate the cyclist after each mission completion.
  • What payment methods are accepted?
    You can pay for missions using 2 payment methods: credit card and wallet.
  • When will my card be charged?
    Your card will be charged once the mission has been created and eventually (partially) refunded once the mission has been canceled. Note that depending on the mission status, you may need to pay a reimbursement fee.
  • How do I top up my wallet?
    You can top up your wallet using bank transfer through Klarna/SOFORT.
  • How do I get a refund once a mission is canceled?
    Refunds are directly processed to the payment method used for the payment.
  • I believe there is a payment issue, what should I do?
    I believe there is a payment issue, what should I do?
  • How does it work?
    Once you refer a friend to our app using your referral link and they create and complete a mission as a client or successfully perform a mission as a cyclist, you earn 2€.
  • How much can I earn?
    There is no limit on how much you can earn using the referral system.
  • The person I referred registered, when do I get my earnings?
    The person registered must also either create and finalize a mission or perform a mission as a biker before you get your earnings. Earnings are credited automatically if the above requirements are fulfilled. If not, please contact support.
  • How can I withdraw my referral earnings?
    Your earnings are credited to your wallet, which you can spend on your next mission creation.