CataVeloHow can we help?
CataVelo moves parcels, freight and last-mile deliveries across Nigeria with escrow-protected payments and live tracking. Here's how to reach us and answers to common questions.
Contact us
In the app
Profile → Help & support → Live chat. The fastest way to reach our team, with your shipment details attached.
support@catavelo.com — we reply within one business day.
Customers
Where is my parcel?
Open the shipment from Home or My Orders in the app — Live Tracking shows the courier in real time. Without the app, enter your tracking code (e.g. PK-XXXXX) on catavelo.com.
Who pays — me or the receiver?
Whoever the sender chose when booking. Receiver-pays parcels are settled at collection through Paystack.
Is my money safe?
Payments are held in escrow and only released to the carrier once delivery is confirmed with the receiver's delivery code. Card payments are processed by Paystack — CataVelo never stores your card number.
My parcel arrived damaged or is missing
Raise a dispute in the app from Profile → Disputes. Our operations team reviews it and contacts you; approved refunds go back to your CataVelo wallet.
Can I change the delivery address?
Yes, before the parcel is sorted at the station — message support in the app and we will update it.
I didn't receive my sign-in code
Check the number you entered, wait a minute and tap Resend. Codes expire after 10 minutes. If it still doesn't arrive, email us from the address on your account.
Drivers
How do I become a CataVelo driver?
Driver accounts are created by CataVelo operations or by your fleet owner after document checks. Once your profile is active, sign in with the same phone number and switch to Driver mode.
When am I paid?
Trip and delivery pay lands in your driver wallet once delivery is confirmed. Withdraw to your saved bank account from Earnings at any time.
My vehicle broke down mid-trip
Report a Breakdown from the trip screen. Dispatch is alerted immediately and arranges a replacement.
No signal at pickup?
Confirm anyway — the code and photos are saved on the phone and upload automatically when you are back online.
Delete your account
To delete your CataVelo account and personal data, email support@catavelo.com from the email address on your account (or message us in the app) with the subject Delete my account and your phone number. We confirm and complete the deletion within 30 days.
Shipments that are still in progress must be completed or cancelled first, and any wallet balance is paid out before the account is closed. Records we are required to keep by law (such as payment receipts) are retained as described in our Privacy Policy.