GENERAL INFORMATION
What are our delivery operational hours?
FoGoMove endeavours to meet customer’s requirements and delivery needs by working round the clock daily. Our same-day delivery services enables you to send goods and items by pairing you with the nearest Driver by a click of a button.
Users are ensured a hassle-free delivery that meets with the desired timing along with the best pricing in town. It simply redefines the way things are delivered.
What are the service radius covered by us?
We always strive to provide our Users with the maximum possible service radius. We deliver any items and goods throughout all states in West Malaysia whereby we have enhanced and expanded our services to enable rural, urban and sub-urban coverage as well.
What is the approximate duration time for delivery?
Users are able to check and view the estimated duration for delivery on our App once your order has been paired to one of our Drivers.
Can the receiver pay for the transportation charges?
Yes, the receiver can make the payment for the order made by informing the Driver via the ‘Notes’ section on our App that the payment will be made at the drop off point. Do ensure that you have opted to pay via cash on the App while making the order.
How can I learn more?
Please browse our website at www.fogomove.com to learn more.
What is FoGoMove’s Customer Support operational hours?
Our customer service operational hours are as follows:
Monday - Sunday: 7am - 10pm (Inclusive of public holidays)
How can a FoGoMove Driver assist me in purchasing goods?
Our one stop Buy4U services is the way to go to ease the purchase of items and goods. Do take note that our Buy4U services is only applicable for motorcycle and car orders which are less than RM 100.00.
To opt for this service, simply select the Buy4U option in our App or leave a remark on the Notes to let our Drivers know the items that you would like to purchase.
How do I use the Live Chat Box function?
Our Live Chat Box software is a tool used to provide real-time service online whereby users are able to obtain immediate support or information.
Once the order is picked up by the Driver, the Live Chat Box feature is automatically activated. Users are able to contact their Drivers via the Live Chat Box by sending a message or voice note.
How does the ‘Add Packages’ services work?
Our ‘Add Packages’ service is an add-on service which helps you save more as users can opt to utilize a particular Driver from the range of 3 to 12 hours for a single order transaction for instance if users have more than one drop off point.
Does FoGoMove offer Cold Truck services?
Look no further as we provide temperature controlled transport service which is suitable to transport frozen or fresh goods.
Does FoGoMove offer return trip services?
FoGoMove offers solutions to your business needs with our return trip feature whereby users can place a booking on our App and the driver will deliver the items to the pick-up point and to the drop off point and thereafter returns to the starting point.
This feature is designed specifically to cater for users to deliver items such travel documents etc without having to make a separate order thus making your transaction cost effective and fuss free!
How do I select the type of goods that I wish to deliver?
You can choose the type of goods that you wish to deliver by clicking the ‘Select Goods Type’ on the order page which in default provides 13 categories of goods that users may wish to deliver.
If you are unable to find the type of goods that you wish to deliver, you can key in the details of the goods in the ‘Notes’ section prior to checkout.
BUSINESS
How can I register for a FoGoMove Business Account?
Users can opt to register by filling out their details on our Corporate Account which can be found on the front page of our App.
How do I verify the delivery status of my parcel?
Users will be able track and monitor the delivery progress of the Driver via the ‘MyOrder’ page on the User’s Account interface itself and notified instantly once the order has been completed.
How do I get my delivery receipts?
An electronic receipt (‘e-receipt’) will be automatically provided to you upon the completion of the order which can be generated in PDF form the App itself.
How can I make a booking for more than one pit-stop?
Users may opt for this option by clicking the “Multipoint” option to add further drop-off points.
You can also custom the sequence of the drop off point to your preference. Our value-added services enables users to add an indefinite Multi-Point and One Pickup Point.
What is the approximate duration time for delivery?
Users are able to check and view the estimated duration for delivery on our App once your order has been paired to one of our Drivers.
Bear in mind that the timing shown on the App interface serves only as a guide and is prone to changes due to weather and traffic conditions etc.
What are the types of business supported by FoGoMove?
FoGoMove is committed to providing a service that truly excels in the transportation industry.
With the extensive range of industries covered by us for instance retail, furniture and F&B industry, we aim to be the best service provider by providing customizable options for all goods that suits your business. Bringing all your needs onto a single platform for a fuss free experience.
Do corporate users get a weekly account statement?
By signing up with our FoGoMove Corporate Account, corporate users will be provided with a weekly statement by the end of every week that shows the details of the transaction made.
What is the maximum size and weightage capacity for each parcel?
Do take note that the size and weight capacity for each parcel would depend your vehicle selection.
For further information, please visit our Standard Rates.
Does FoGoMove offer any special discounts to a Business Account holder?
Looking for ways to stretch your money for your business? By registering with our business account, you will be able to save more and spend less with our top notch rewards and benefits whenever you sign up with us.
Learn more by visiting our Business Account Page.
How does FoGoMove Corporate Account help with the growth of my business?
1. Enjoy saving more with our ‘Multipoint’ feature
Saving money has never been easier with our ‘multipoint’ feature on our Platform whereby our value-added services enables users to add an indefinite amount of pit-stops for one order. This feature enables users to place infinite delivery orders in one transaction which is significantly cheaper compared to individual delivery transactions.
2. Decreased overhead expenditures
By using our services, you will be able to enjoy huge savings that comes with owning vehicles for instance the cost of maintaining vehicles and the unnecessary costs of hiring drivers.
What are some of the added advantages of API Integration?
Is your API able to handle multipoint bookings?
Our API feature enables users to add an indefinite number of pit-stops and one pick-up point.
Please bear in mind that the sequence of the drop off points will be in accordance to the route that the Driver takes.
Do users notified when booking changes through API?
Currently, our API technology enables users to obtain notification of their bookings whenever there is a development in the booking placed for instance when there is a change in the user’s wallet balance, when the booking status changes or when the same booking is made again.
How do I contact FoGo technical support team for assistance?
For further assistance and enquiries, you can reach out to us via our Live Chat box on our App (or) E-Mail.
USER
How do I place an order?
1. Select your preferred stop of either ‘One Stop’ or ‘Multipoint’. Users may add an indefinite amount of pit-stops for one order!
Based on your needs, users may choose for the delivery to be an immediate order, scheduled order or either outstation order.
2. Select your preferred vehicle type:-
Users are encouraged to assess the parcel weight and sizing prior hand in deciding on the vehicle choice.
The details of the vehicle capacity is illustrated in the selection box on the order page.
Our in-app features also illustrates the nearest available driver to your location for fast and efficient deliveries!
3. Select any ad-on services:-
Users may select our additional services available based on your requirements such as Labour, Buy4U, Insurance, Helper etc.
4. Include any delivery reference or notes and confirm the order.
Users may add any notes to the Driver via the Live Chat Box on our App. To confirm the order, please submit your contact information and select your preferred payment method. If you have a coupon, you can include it at the “Add Coupon” box and the amount will be discounted from your cart.
How can I make a booking for more than one pit-stop?
Users may opt for this option by selecting the “Multipoint” option to add further drop-off points
You can also custom the sequence of the drop off point to your preference. Our value-added services enables users to add an indefinite amount of pit-stops for one order!
How do I contact the Driver?
Users are able to contact their Drivers directly once you have been paired with a driver.
Users are able to contact their Drivers by sending a message note through the App’s messaging feature.
How do I schedule a booking?
FoGoMove customers can place orders in advanced for a scheduled delivery window. Simply click on the “Pick-Up Later” on the booking page and then select “Pick-Up Time”.
Users are able to select the pick-up time starting from 30 minutes away and even up to 14 days in advance.
What is the approximate duration time for the Driver to arrive at the pick-up point?
Before a trip starts, our app provides the estimated time of arrival (ETA) for when your driver should arrive at your pickup location. After your trip starts, your app provides an ETA for when the good will arrive at the destination.
Please note that ETA timings are estimates and not guaranteed. A variety of external factors like heavy traffic or weather conditions can impact travel time.
How do I verify the delivery status of my parcel?
Users will be able track and monitor the delivery progress of the Driver via the ‘MyOrder’ page on the User’s Account interface itself and notified instantly once the order has been completed.
Can the Driver assist me in the handling of the goods?
Simply select helper service on our App and our Driver will assist you in the handling of the goods to your doorstep.
How do I rate my driver?
Rating enables us to ensure a positive experience for the drivers and also to evaluate customer satisfaction.
To rate a Driver, simply follow the prompts in the app at the end of the delivery. You can also rate the Driver later by simply revisiting the booking page at your convenience.
I want to change my rating for a Driver. How can I do so?
Unfortunately, you will not be able to change your ratings after submission.
If there are any additional concerns, please contact our customer support team to request for your rating to be changed.
What type of delivery status is available?
In Trip - Driver is going to the Pickup-Point
On the Way - Driver already collected the parcel and going to Drop Location.
Cancellation of order and Edit
How do I cancel my booking?
Users can cancel a booking made at any time provided that the order has not been paired with a Driver. You can submit a cancellation request by clicking the “Cancel Order” on the order page of our App.
In the event where bookings has been paired with a Driver, users can cancel the order of up to 5 minutes after being matched.
For scheduled orders, users are allowed to cancel up to 20 minutes prior to the scheduled pick-up timing after the order has been paired with the Driver.
Please take note that cancellation charges may be applicable if you wish to cancel the order after the 5 minute timeframe. Contact our Help Centre for further assistance.
Will I incur any cancellation charges?
In the event a cancellation request has been submitted by the user while the Driver is on the way to the collection point or when the Driver has arrived at the location, a cancellation fee shall be imposed on the User in the following manner:-
| Vehicle | Base Charges (RM) |
| Bicycle | 3 |
| Motorcycle | 5 |
| Car | 6 |
| Pick up | 8 |
| Van 7 ft | 20 |
| Van 9ft | 20 |
| Lorry 10ft | 30 |
| Lorry 14 ft | 45 |
| Lorry 17 ft | 45 |
| Cold truck 10ft | 30 |
| Cold truck 14ft | 45 |
| Chiller van 7ft | 20 |
| Chiller van 9ft | 20 |
How can I edit my order?
Take note that users are only allowed to edit their drop-off point.
Are Parking and Toll Fare charges included?
Take note that the Parking and Toll Fare charges are not included in the fare estimate. The charges are borne by the users.
How are the delivery charges calculated?
The delivery charges are computed based on the selection for the order made, for instance add on services, type of vehicle used and also the distance covered.
Further, users are also able to view the extra services offered by us along with the pricing when selecting a vehicle.
What does Additional Charge mean?
In principle, the Additional Charge to those bookings to be paired with Drivers. This surcharge will be imposed upon evaluating the current demand for the services requested by customers.
What are the payment methods offered by FoGoMove?
Users can select their preferred payment option at the payment page. You can also change and custom your preferred payment option for each order according to your choice.
You may opt to pay via cash, online banking, FoGoMove wallet.
How do I use my FoGoMove wallet?
You can opt to pay via FoGoMove wallet by selecting your payment option to “Online Payment” whereby users will be directed to select the payment option via FoGoMove wallet.
To top up your FoGoMove wallet, simply click on the wallet icon on your App and choose your preferred top up methods available.
I have issues topping up my FoGoMove wallet. What should I do?
Your wallet reload may be unsuccessful due to an issue with the network connectivity or system downtime. This could also be due to the payment authorization request was declined by your issuing bank. Please contact your bank provider for further details and clarification.
If the situation persists, please contact our Help Centre.
Offers and Discount Codes
How do I use my FoGoMove coupon code?
To redeem this offer, simply choose the promo code and apply coupon icon then the amount will be discounted.
Booking issues
I can’t find a Driver
We’re sorry that your order has not be accepted by our Drivers. To improve your chances of getting a ride earlier, try adding additional fee.
I am facing issues with my current delivery
Please contact our Driver for clarification prior hand on the ongoing delivery via message service on our App. If you are unable to reach our Driver, please contact our Help Centre for assistance.
My delivery parcel was damaged. What can I do?
FoGoMove Team will be in touch with you and keep you updated via email. Note that we may request for supporting document or proof for our further investigation to process your claim.
My Driver did not follow the recommended route
At times, the Drivers may opt for different routes to avoid traffic congestions etc. Please contact your Driver to reconfirm the route taken.
My Driver is not responding. What can I do?
Users may contact the Driver directly via call, messaging via our in-app feature.
If your Driver is not responding, please contact our Help Centre in order for us to assign a new Driver to you.
User Account
How can I sign up for an account?
Just by a single touch of your finger! User have to sign up by entering the mobile number and enter the 4 digit TAC code which will be send to your mobile number in order to get started.
How do I turn off the app notifications?
Visit our home page and disable the notifications from the setting button.
DRIVER ACCOUNT
How do I become a FoGoMove delivery partner?
Sign up to be a FoGoMove delivery partner complete and submit your application details at new register. Please take note that interested applicants will be required to join our Virtual Training Video and get started.
How do I update my mobile number?
You can change or update the mobile number linked to your FoGoMove Account easily via our app by clicking on the ‘Update Number’ on user profile update.
How do I update my vehicle information?
Please complete this form and affix a photograph of your vehicle’s front or rear view. These details will be updated on your account within 2 working days.
What type of licence(s) is required to be a FoGoMove delivery partner?
Drivers and/or riders would need to ensure that they at least own a P drivers licence for deliveries involving cars, motorcycles and 4 x 4.
For van and lorry drivers, users would need to have in possession a GDL licence along with your Driver’s licence. Please ensure that you own a valid Driver’s licence before applying.
How do I join the Driver’s training program?
Please watch our Tutorial Video for further details.
How do I rate my customer?
At the end of each trip, the Driver will be able to rate their customers by simply following the prompts in the App at the end of the trip.
ORDERS
Can I accept multiple bookings?
Drivers are not allowed to accept multiple bookings at the same time. However, Drivers are permitted to accept bookings made in advance provided the jobs accepted does not clash with one another.
How are the delivery charges calculated?
The delivery charges are computed based on the selection for the order made, for instance add on services, type of vehicle used and also the distance covered.
What type of delivery details are visible to me?
The Driver will be able to view the customer’s delivery address and all other relevant information pertaining to order.
What should I do if the parcel is not ready for pick-up?
Please take note that the first 15 minutes upon your arrival at the pick-up location will not be charged. However the customer will be charged a late pick up fee which is chargeable until the item is ready for collection.
What shall I do if the recipient isn’t ready to accept the delivery order?
Please contact our Help Centre team via our ‘Live Chat’ option.
How do I cancel my order?
Drivers are only permitted to cancel the booking with a valid reason. FoGoMove reserves the right to suspend your account for 2 days if found that the reason for cancellation is invalid.
You can cancel your order by contacting our Help Centre team via our ‘Live Chat’ option.
How do I verify my job status?
Simply click on MyOrder icon to find the job status that wish to look for. Example: On-going, Completed and Cancelled Trips.
What should I do if I’m unable to receive any bookings?
We would encourage you to uninstall and reinstall the App and login back into your user account. Please contact our Help Centre team if the situation persists.
How do I contact the customer?
Drivers may contact the customer by calling them directly or sending a message through the App’s messaging feature itself.
Package
Can I book the vehicle for my deliveries under the rates from 3 to 12 hours per day?
Yes! Fogomove provides package service which is more affordable way to enjoy the deliveries. It can be multi pick-ups, drop points or outstation deliveries, the user now can simply choose hourly package and the same driver will stay with you to perform and complete your delivery.