Frequently Asked Questions
This is a short list of our most frequently asked questions.
About ToYou
How to sign up?
After downloading the ToYou app, you’ll be guided through some simple registration steps. All you need to do is fill in your full name, your gender, phone number, and email address.
Will the app save my details and contacts?
Your details as our customer will only be used to create your account on the ToYou platform; whereas access to your contact list will be requested to enable sharing, sending gifts and chatting, and will only be copied to our server for matching purposes.
What are the services offered by ToYou?
ToYou offers a combination of services that bring convenience to people’s daily life. From rides to food delivery. Courier services, shopping, and home maintenance. All done digitally and through one, accessible app.
What is the difference between Courier and Delivery?
The ToYou Delivery service allows you to browse different menus and catalogs of our Merchant Partners, place your orders through the app and have them delivered to you or a friend.
The ToYou Courier service allows you to request a Representative to transfer an item from point A to point B, whether it’s a friend’s place or an unregistered merchant.
Where can I use the ToYou app?
The ToYou app is currently operational in both Riyadh and Jeddah, with an expansion plan that covers more areas around the Kingdom. The application can be used within any of our operating areas.
What is ToYou?
ToYou is a digital platform that allows customers to book rides, courier services, and order food; among other services. It also enables sharing favorite items and pictures to friends via an in-app chatting system.
Ordering/Booking
Is there a minimum order value?
The minimum value for orders is determined per service; all of which are detailed within the app.
Can I place several orders at the same time?
The ToYou app is built to offer convenience through every step of the user journey. It does allow customers to place multiple orders across all services simultaneously.
Why did I receive a message from ToYou to confirm my location?
We offer a service called Book a Delivery to our Merchant Partners; this service allows them to utilize our Delivery Representatives to cater to orders they receive directly from customers. For us to deliver these orders, an SMS location confirmation is sent, allowing our Representative to receive directions to the drop-off location.
Can I change or add to my delivery order after placing it?
Changing an order after submitting it is not possible after the merchant accepts the order. You can however place a second order.
Can I change or add to items after submitting a courier order?
For courier service, modifying the order is allowed before our Representative reaches the pickup point. To do that, customers may contact Customer Support.
Can I change the pickup location after ordering a ride?
Changing the pickup location after a ToYou Representative is assigned is not possible. If a customer needs to change the pickup location, they can cancel the order free of charge up to 5 minutes after placing an order and make a new one.
Can I change the drop-off location during the ride?
Changing the drop-off location is allowed at any time during the ride and before completing the trip.
Can I make multiple stops on the same trip?
It is permitted to make multiple stops upon checking with the Representative if time allows it. Alternatively, the customer can place another order after the ride is completed.
Service
What is the expected time to receive my order?
We offer our customers the option to shop across the entire city, and
depending on how far the merchant is from the requested drop-off location; delivery time can take anything between 30 minutes to one hour.
How can I know and follow up the status of my order?
The ToYou app keeps the customers updated on every stage their order reaches; they can also view the live map to see where the Representative is. For further inquiries about the order status, our Support Team is available 24/7.
How do I send a gift to a friend?
ToYou was built taking into consideration the need for social interaction in mobile commerce. With an in-app chat system that allows customers to share recommendations and choices with their friends and family. They can also send gifts and surprise gifts to each other.
All you need to do is:
- Pick the item you’d like to gift
- Select: Deliver to Friend
- Access your contact list to choose the recipient
- Your friend will receive an in-app message to accept the gift.
- In case the chosen contact was not a ToYou user, an “invite” button will appear next to their name. Press “invite”, and an SMS will be sent to them to download the app and receive the gift.
When to contact Customer Support?
Our Customer Support team is available 24/7 to attend to our customers’ needs and to attend to any of their inquiries. However, to ensure a seamless experience, we encourage customers to contact Customer Support in the following cases:
If the Representative asks for their location
If their order/ride is late
If something is wrong with their order
Payment
Which payment methods are supported in the ToYou app?
Payment options on the ToYou app are:
Cash on delivery
VISA or MasterCard issued by a Saudi bank
Can I change the payment method directly from the app after placing the order?
Changing the payment method after placing the order is not possible. However, customers can contact Customer Support for assistance in such cases.
Couldn’t find your answer here?
Please leave us a message here and we will get back to you as soon as possible.
FAQ's for Representatives
General
What are the services provided by ToYou?
ToYou is an all-in-one platform. We offer services that vary between Passenger Transportation, Courier, Food and Goods Delivery.
In which cities does ToYou operate?
We currently operate in both Riyadh and Jeddah, with a plan to expand steadily across the Kingdom.
What makes ToYou a better choice?
Joining ToYou gives you better chances of earning additional income and the flexibility to work on your free time; in addition to the option of working in Passenger Transportation or Delivery depending on your car specifications. It also provides you with 24/7 support via chat or calls to ensure that you’re supported as a team member.
What is a “Representative”?
A Representative is an individual who utilizes their car, driving skills and free time to earn an additional form of income with ToYou. We believe that these individuals share the same energy as ours and regard the value of work the same way we do. They are the first point of contact between the customers and ToYou. They represent us, which is why we chose to call them ToYou Representatives.
What are the operating hours for ToYou?
To provide opportunities that cater to everyone’s needs, we operate 24/7.
Signing up
How to sign up as a Representative?
Fill in your informationhere, and a member of our Fleet Team will contact you shortly after. Alternatively, you can visit one of our Representative Offices.
Riyadh Representative Office Location
Jeddah Representative Office Location
What are the sign-up requirements?
To sign up as a Representative for Passenger Transportation, please provide the following:
- Valid Documents (National ID/Iqama, Car Registration, Insurance, License)
- Formal Attire
- Android phone Ver. 5.1 or later
- Clean car with no damage and model 2014 or later
- Valid Docs (National ID/Iqama - Car Registration - Insurance - License)
- Formal Attire
- Android phone Ver. 5.1 or later
- Clean car with no damage and model of no more than five years
Do Representatives take training?
All our Representatives take a 45 min orientation session, where they are familiarized with all our quality standards, and work requirements.
How are training sessions arranged?
After registration, our Fleet team members will contact the applicants and book an appointment for them at the ToYou Representative Training Center.
Can I work for Delivery and Passenger Transportation at the same time?
To maintain our quality standards, it is not permitted to work as a Delivery and Passenger Transportation Representative at the same time. If a Representative has the requirements for both services and wishes to switch from one service to the other; he should visit to the Representative office, attend the service training, car check-up and provide the required documents.
What are the available car categories for Passenger Transportation?
Depending on the city the Representative wishes to work in, and his car type, one of the following categories are available:
- Smart
- Comfort
- Business
- SUV
- Luxury
Is there a registration fee?
No registration fees are required for Passenger Transportation. As for Delivery, there is a SAR 200 refundable security deposit for the ToYou Delivery Bag. As well as a refundable operating deposit. The amount for this deposit is up to you. You will be able to receive orders equal to the deposited amount.
Orders & Rating
What kind of requests do Delivery Representatives receive?
ToYou Delivery Representatives are responsible for delivering food & items from the ToYou Merchant Partners' stores to customers.
What does rating mean?
To maintain the quality standards we promise, we've developed a rating system for the ToYou Representatives, through which the customers, Merchant Partners as well as the Support and the Fleet Teams, evaluate the Representatives' performance.
Payments and Commission
What are the payment methods used at ToYou?
Cash and Credit Card.
Shall I pay to merchant from my own money in delivery service?
Representatives do not pay anything to the Merchants. They will only collect money from customers if it's shown on the app.
What’s the ToYou commission structure for Representatives?
Service fees for Representatives depend on the selected subscription plan. Each plan structure is clearly explained to the Representative upon registration.
How will I receive my delivery fees when the payment method is Credit Card?
The Representative delivery fees for orders paid by Credit Card are added into the Representative account at the beginning of every week.
How are the ToYou commissions and settlements paid?
There are cash collection points in every city of operation.
- Riyadh Collection Points:
- Jeddah Collection Points:
Rewards
Does ToYou provide incentives?
To keep our Representatives motivated, we provide incentives in two forms:
- Guarantees: A minimum amount guaranteed per a number of orders.
- Bonus: An additional amount added to the sum of a Representative’s earning.
Contact
How can I can get help?
A dedicated Support Team is available via chat 24/7, you can also call us on 0114752300.
Couldn’t find your answer here?
Please leave us a message and we will get back to you as soon as possible.