Question 1

How Do I Download the Tootle App?

Accepted Answer

To download the Tootle by Zapp, follow these steps:

Step 1: Go to the app store on your mobile device (Apple App Store for iOS devices, Google Play Store for Android devices).

Step 2: Search for the "Tootle by Zapp" app.

Step 3: Tap the "Install" or "Get" button to begin downloading the app onto your device.

Step 4: Once installed, you can open the Tootle by Zapp and book a ride to your destination.

Question 2

How to request a ride with Tootle?

Accepted Answer

Once you’ve downloaded the Tootle app follow these steps to book a ride:

Step 1: Open the “Tootle by Zapp” app

Step 2: Click on “Bike” or “Cab,” depending on the type of service you need.

Step 3: Enter your drop location.

Step 4: Tap “Find Rider.”

Once your booking is accepted, you can live-track the rider's location from their accepted location to your pickup location.

1. What is the preferred gender? Or How do I use the section “Preferred gender”?
Tootle app > Account > Preferred Gender > By clicking on "Preferred Gender," you can choose the gender of the rider you prefer.

2. How do I save my location?
Tootle app > Home > Choose a Saved Place > Add Location > By adding the location you prefer on the app, you can directly place a booking to the location you have saved in the app.

3. What is the “around you” feature?
The "Around You" feature shows online bike riders and cab drivers within a 2 km radius. It also displays nearby hospitals, restaurants, cafes, bars, stores, hotels, bookstores, and malls. Clicking on any place will book a ride for you.

4. How do I add promo?
Tootle app > Account > Promotions and Referrals > Promotions > Add Promo > You can add the promo code given by the Tootle company.

Question 3

How does Tootle charge for rides?

Accepted Answer

When you request a ride with Tootle app, it will show the ride's fare on the app. This price may vary depending on:
 
 • Ride type
 • Time
 • Driver availability
 • Traffic
 • Weather

The final price of the ride may be different from the price you see on the app:

• The drop location you input in the app and the location you actually get dropped off is not the same

Tootle fare is based on what type of ride you book and the route from the pick-up location to the drop-off location. When many customers in the area are requesting for a ride, there is a high change the prices are higher than normal. You can also expect higher prices during rush hours, bad weather or when there is a lot of traffic.

Question 4

What payment methods does Tootle accept?

Accepted Answer

Tootle accepts Cash and Tootle Balance payments.

1. To Top Up your Tootle Balance

"Pay by balance/Tootle Balance” lets you pay your booking fare using your balance amount. Here's how to top up from Khalti to your Tootle balance:

Step 1: Open the Tootle app.

Step 2: Go to the Balance section.

Step 3: Click on “Add balance”, from the section “personal”.

Step 4: Click on “Khalti”.

The app will redirect you to the Khalti app (please note that Khalti is our exclusive payment partner for now).

Step 5: The Tootle page will display

Step 6: Add your Tootle registered number in the section, “Phone number”

Step 7: In the “App Type” section, select “Customer”,

Step 8: Click on “Get details”

Step 9: Add any amount in the section, “Amount”.

Step 10: Click on “Next”

After completing the process, check your Tootle balance in the app. If the amount hasn't been transferred, follow these steps: Go to the Tootle app > Account > Help Center > Start Chat to report your issue. Alternatively, email us at hello@tootle.com.np (hello@tootle.com.np)

Question 5

How do I select a payment method?

Accepted Answer

To select the payment method please follow the steps below:

Step 1: Click on “Bike” or “Cab,” depending on the type of service you need.

Step 2: Enter your drop location.

Step 3:  At the bottom of the page you can see “Select payment method”

Step 4: Click on “Select payment method” There you can see the option of payments and click on the most suitable one for you.

Question 6

What should I do if the rider is overspeeding/ misbehaving/ under the influence?

Accepted Answer

Your safety is the top priority. Stay calm and avoid escalating the situation. Please follow the following process:

Step 1: Politely ask the rider to slow down or address any specific concerns.

Step 2: If you feel unsafe, ask the rider to pull over at a safe location and exit the vehicle.

Step 3: If the rider does not follow the above request, please contact us directly at 9801379277 immediately or open the Tootle app>account>help center>click on start chat>and report your issue there.

Question 7

What should I do if the rider’s information does not match the app?

Accepted Answer

Double-check the rider’s name, photo, and vehicle\details in the app and follow the following steps:

Step 1: Politely ask the rider to confirm their information.

Step 2: If the information still does not match, do not board the vehicle.

Step 3: Tootle app>account>help center>click on start chat>and report your issue there. Or email us on hello@tootle.com.np (hello@tootle.com.np)

Step 4: Cancel the ride and request a new one through the app.

Your safety is our priority. Always ensure that the rider's information matches the details provided in the app before starting your ride.

Question 8

What should I do if my rider is taking an unsafe route or an unwanted stop?

Accepted Answer

Your rider should provide you with a safe ride by following Tootle’s recommended GPS. If your rider makes an unsafe route or unwanted stop without informing you first, Please follow the following process:

Step 1: Politely ask the rider about the route or unwanted stop and request an explanation.

Step 2: If you feel unsafe, ask the rider to pull over at a safe location and exit the vehicle.

Step 3: If the rider refuses to stop at the location, press the SOS button to immediately contact the Tootle office, dial 100, or contact your emergency contacts.

Question 9

What should I do if my rider asks me to cancel the ride and take me offline?

Accepted Answer

Do not cancel the ride through the app, as this may affect your safety and the tracking of your journey. Please follow the following steps:

Step 1: Politely inform the rider that you prefer to follow the app’s process for safety reasons.

Step 2: If you feel unsafe, ask the rider to pull over at a safe location and exit the vehicle.

Step 3: If the rider refuses to stop at the location, press the SOS button to immediately contact the Tootle office, dial 100, or contact your emergency contacts.

Your safety is our priority. Always follow the app's procedures and report any suspicious or inappropriate requests.

Question 10

How do I cancel my ride?

Accepted Answer

You can cancel your booking anytime by tapping on your booking and selecting "Cancel Ride." If the rider has already marked you as picked up, contact the Tootle team to cancel. You are not obliged to cancel the ride if the rider requests it. If you cancel and select "Driver asked to cancel," we’ll use this feedback to take appropriate action against the driver, especially if they are found to violate our rules.

Question 11

What should I do if the rider asks me for the full amount even though I applied for a discount promo?

Accepted Answer

If the rider asks for the full amount after applying a discount promo, remind them of the discount applied and show them the promo details in the app.

Report: Go to the Tootle app > Account > Help Center > Start Chat to report your issue. Alternatively, call us at 9801379277 for immediate assistance.

Question 12

What should I do if the rider and I are involved in an accident?

Accepted Answer

Tootle has established a comprehensive insurance plan that covers both riders and customers in case of unforeseen incidents during their rides.

Insurance Coverage:
1. Death or Disablement: Rs. 1,000,000.
2. Hospitalization: Rs. 200,000.
3. Income Support (if unable to work): Rs. 500/day for motorcycle riders, Rs. 650/day for taxi drivers, up to 60 days (doctor’s note required).

Exclusions from the clam:
1. If the ride was taken “Offline”.
2. Death due to self-inflicted injury, illegal activity, suicide, or felony.
3. Any condition related to AIDS or HIV.

For detailed information, please refer to our blog in the provided link below.
https://www.tootle.com.np/post/tootle-s-comprehensive-insurance-and-safety-coverage (https://www.tootle.com.np/post/tootle-s-comprehensive-insurance-and-safety-coverage)

How can we help you?