Safety is not a feature. It is the foundation.
From the merchants we onboard to the routes our riders take — every layer of Doodle is designed to protect customers, riders and partners.
Food safety
- Every merchant is verified with valid food hygiene certificates before going live.
- Category-specific licences are checked (pharmacy board, liquor licence, etc.).
- Riders use insulated bags to maintain food temperature during delivery.
- AI-powered quality checks process photo evidence for damaged food claims.
Rider safety
- Personal accident cover on every active delivery.
- Route optimisation avoids known accident hotspots.
- Reflective vests and insulated bags provided at onboarding.
- No-penalty breaks — gig drivers can go offline at any time.
- 24/7 emergency hotline for riders.
Customer protection
- Real-time GPS tracking from kitchen to doorstep.
- AI-powered refund system processes valid claims in minutes.
- All payment data handled via PCI-compliant M-Pesa integration — we never store card details.
- In-app support available 7 days a week.
Community health
- Contactless delivery option on every order.
- Merchants can flag allergens and dietary information on menu items.
- Pharmacy orders require prescription verification before dispatch.
- Alcohol deliveries are restricted to legal hours and verified-age recipients.
Report a safety concern
If you see something unsafe — as a customer, rider or merchant — please report it immediately. Email safety@doodle.co.ke or call +254 700 000 000.