+234 806 305 4246
Download Brochure
FAQ’s
Home
FAQ’s
Frequently Asked Questions

Client FAQ's

  • Request to refill your own cylinder
  • Request to buy new cylinder and gas
  • View retailer prices
  • Choose which retailer to buy from
  • Choose delivery method
  • Buy gas on behalf of your family and friends 
  • Call retailer to confirm product and price

 Request to Refill Your Own Cylinder

In a “refill my own cylinder” order, once you place the request on our mobile app, it immediately becomes visible on the dashboard of the gas supplier who confirms your order to enable you to make payment. Your order is then visible to nearby drivers. The assigned driver first proceeds to your address to pick up the cylinder, refills it at your selected gas supplier, returns your filled cylinder to you, and ends the trip. This feature is powered by Google maps. Delivery charges are based on kilometers covered using Google maps, however, approximate delivery charges will be displayed before booking confirmation. If at the point of refilling your cylinder, the driver discovers that your cylinder is leaking, he is encouraged to call you immediately to inform you about the situation. 

Order a New Cylinder + Gas

This is when you want to buy both cylinder and gas. Once you place the order for a new cylinder and gas on the app, it immediately becomes visible on the dashboard of the gas supplier who confirms your order to enable you to make payment. Your order is then visible to nearby drivers. The assigned driver first proceeds to your selected supplier to pick a pre-filled cylinder, delivers it to you, and ends the trip. Delivery charges are based on kilometers covered using Google maps, however, approximate delivery charges will be displayed before booking confirmation.

Your request to the gas supplier should be confirmed within 5minutes. If after 5minutes there is no response, the order is marked “UNCONFIRMED”. You will be directed to try again or check other suppliers. You are also encouraged to call the retailer to reconfirm product and price.

Cylinders have an approximate lifespan of 12-15years depending on the country where they were manufactured and how well it was handled. It is expected to be retested after every 5 years. They have a manufactured date or retest date engraved on the body. Some manufacturers represent the expiry date as an alphanumeric code; the alphabet (A, B, C, D) signifies the first, second, third, and fourth quarters of the year. For example, expiry date of A-21 means the first quarter of 2021. Some are numeric, for example, 09/20 or 09/2020 means September 2020.

You can cancel an order before it is accepted and confirmed by a driver without penalty, thereafter, fees may apply.

Yes, you can by adding them to your list of recipients on the app.

Yes, except you choose the walk-in option during booking.

Some gas suppliers are able to fulfill home delivery requests by themselves. The delivery fee by these gas suppliers is visible to you prior to selection and should be paid in cash. The fee will NOT be charged to your credit card.

For gas suppliers who are unable to fulfill delivery requests themselves, Smart Gas drivers are assigned to do that. Hence the delivery fee will be charged to your credit card.

You can order a maximum of 5 cylinders or an equivalent of 50kg worth of LPG for delivery to one address per request.

Yes, you can make a single request that consists of more than one type of order, provided the delivery location is the same. This is called a multiple order request. Please note that all gas suppliers shown on the mobile app can fulfill a “Refill My Own Cylinder” order. Other order types are dependent on the permissions given to the gas supplier.

Yes, provided the delivery address is in Nigeria.

Yes we do

No. Referral bonuses are credited as app credits which can be applied to your future purchases. Smart Gas does not pay out cash to clients.

Yes he is expected to oblige if you requested during booking or at the point of delivery

Driver FAQ's

No, you have to log in to your client account using different login details to place orders as a client. You can only fulfill a client's orders when you log in as a driver.
No. You can sign up as a driver with any registered vehicle including motorbikes, tricycles, trucks, or minivans.

After order drop-off at the customer’s delivery address

After order drop-off at the customer’s delivery address.
Based on the capacity of your registered vehicle, a driver can carry a maximum of 5 cylinders or an equivalent of 50Kg of LPG per trip. If your vehicle lacks the carrying capacity of the order requested, kindly decline the order so that a suitable driver can pick it up.
85%
Wednesdays
No, if it is within the first 5 minutes after I accepted the order, thereafter, fees may apply
Fire Extinguisher, face masks, hand sanitizer, plier, and screwdriver
Request to Refill Client’s Own Cylinder

In a “refill my own cylinder order”, once the client places the request, it immediately becomes visible on the dashboard of nearby drivers. Immediately you accept the order, you then proceed to pick up the cylinder from the client’s address and refill it at the client-selected gas supplier who must have signed up on our mobile app to sell their products. You end the trip after returning the refilled cylinder to the client’s delivery address. Delivery cost is calculated based on kilometers covered, using Google maps from the client’s pickup address to the gas supplier, and back to the client’s address.

If at the point of refilling it is discovered that the client’s cylinder is leaking, ensure to call the client immediately to inform them about the situation.

New Cylinder + Gas Order

This is when a client wants to buy both cylinder and gas. Similar to a refill, once they place the order for a new purchase on the app, it immediately becomes visible on the dashboard of nearby drivers. The assigned driver picks up the order from the client-selected gas supplier for onward delivery to the client. Once you drop the order at the delivery address, you end the trip and the delivery cost is calculated based on the kilometer covered, using Google maps. Because this is a new purchase, the trip will end upon delivery at the client's location. Delivery cost is calculated from the gas supplier's address to the client’s address.

Please notify the gas supplier of your presence immediately when you arrive at their location. This will ensure that your order is given priority.

A multiple order request is a request placed by a client that has more than one order type. A client may request all order types at a time.
  1. Vehicle Registration Document
  2. Vehicle Insurance Document
  3. Valid Driver's License
  4. Bank Details
  5. Two Guarantors - for your guarantors, we will require their full names, valid government-issued photo ID, physical address, and a utility bill issued within the last three months of your enrollment. More importantly, one of your guarantors must either work in a government institution or a verifiable corporate sector company.
  6. A vehicle, plier, screwdriver, fire extinguisher, face mask, and sanitizer.

No, a client cannot because you are transporting products and not people. Clients may order remotely, and may not be physically present to receive the order. It is therefore imperative for you to ensure your mobile phone is charged, Smart Gas App (SGA) is working so that your delivery charges can be adequately calculated via Google Maps. 

Payouts are on Wednesdays, and your bank account will be credited.

Gas Supplier FAQ's

An independent gas supplier is a plant, skid, or established gas retail center owner who signs up on the Smart Gas mobile app to sell his products. Registering your business on the Smart Gas application platform will increase your visibility and sales volume. Your location must be visible on google maps to onboard as a gas supplier.
Log on to our mobile app and select the “Gas Supplier” option you will be redirected to a link where you have to provide the necessary credentials for your complete registration. Upon completion, you will receive an email from the Smart Gas team notifying you of the status of your registration.
The client places an order on the mobile app and selects a gas supplier based on the price that favors them. The request then becomes visible on your dashboard which you have to confirm within 5 minutes otherwise it becomes canceled and you lose that client. Once you confirm the order the client makes payment on the app then it becomes visible to Smart Gas drivers around who then proceed to your location to fulfill those orders.

You are required to have your phone with your registered contact number at all times because clients and drivers are advised to call you to confirm the price and availability of products before placing their order or proceeding to your location to fulfill an order. Please note that you are expected to give priority to Smart Gas drivers when they arrive at your location.

That is great! When you log in to your Smart Gas account, you can turn on the "Set Delivery Charge" feature from the menu bar and set your desired delivery fee. The delivery fee you set is visible to clients whose delivery address is close to you and is paid in cash.
Upon confirmation of your registration as a gas supplier, your account is set at default to only fulfill “Refill My Own Cylinder” requests. You would have to send an email request to info@smartenergiesng.com if you would like to fulfill “New Cylinder + Gas” orders as described in the onboarding video. You have to have new cylinders for sale, Smart Gas or other credible brands.  You will then be profiled for all the orders a client can place, and this will boost traffic and sales to your location.
Yes. To enable you to fulfill New cylinder + Gas orders you are required to have new cylinders for sale. These can be purchased directly from Smart Gas if you do not have cylinders of your own. Purchase requests can be made via our contact number 08063054246.
Yes. You can set the prices of your products which will be visible to clients when placing an order. However, Smart Gas charges a commission on every sale made via our mobile app.
Yes. Smart Gas charges a commission on every Kg of LPG and new cylinder you sell through our app. Value of commission may vary however, you will be duly informed via email before implementation. Commissions will also be visible on the app daily.
Yes.
You can go offline at those times.  You will be penalized or risk having your account deleted if you always appear online without products to sell or you short sell products to clients.
Your bank account will be credited, however, if the order was placed from abroad with an international card, reconciliation may take 7-10 business days.

Fleet Owner FAQ's

As many as you want as long as you have drivers for them, your fleet must consist of the same type of vehicles. That is, a fleet of cars, a fleet of motorbikes, etc
No, you have to log in to your client account using different login details to place orders as a client.
Yes.  You can register your details as one of your drivers, or sign up on the mobile app as a Smart Gas driver using different login details.
After order drop-off  of client’s cylinder at their delivery address
After order drop-off at customer’s delivery address
Based on the capacity of your registered vehicle, a driver can carry a maximum of 5 cylinders or an equivalent of 50Kg of LPG per trip. If your vehicle lacks the carrying capacity of the order requested, kindly decline the order so that a suitable driver can pick it up.
85%
No, if it is within the first 5 minutes after the driver accepted the order, thereafter, fees may apply
Fire Extinguisher, face masks, hand sanitizer, plier, and screwdriver
Request to Refill Client’s Own Cylinder

In a “refill my own cylinder order”, once the client places the request, it immediately becomes visible on the dashboard of nearby drivers. Immediately the driver accepts the order, he then proceeds to pick up the cylinder from the client’s address and refill it at the client-selected gas supplier who must have signed up on our mobile app to sell their products. The driver ends the trip after returning the refilled cylinder to the client’s delivery address. Delivery cost is calculated based on kilometers covered, using Google maps from the client’s pickup address to the gas supplier, and back to the client’s address.

If at the point of refilling it is discovered that the client’s cylinder is leaking, drivers should ensure to call the client immediately to inform them about the situation.

New Cylinder + Gas Order

This is when a client wants to buy both cylinder and gas. Similar to a refill, once they place the order for a new purchase on the app, it immediately becomes visible on the dashboard of nearby drivers. The assigned driver picks up the order from the client-selected gas supplier for onward delivery to the client. Once your driver drops the order at the delivery address, he ends the trip and the delivery cost is calculated based on the kilometer covered, using Google maps. Because this is a new purchase, the trip will end upon delivery at the client's location. Delivery cost is calculated from gas supplier address to client’s address.

Drivers are advised to notify the gas supplier of their presence immediately when they arrive at their location. This will ensure that their order is given priority.

A multiple order request is a request placed by a client that has more than one order type. A client may request all three order types at a time.
 
  1. Vehicle Registration Document
  2. Vehicle Insurance Document
  3. Valid Driver's License
  4. Bank Details
  5. Two Guarantors - for your guarantors, we will require their full names, valid government-issued photo ID, physical address, and a utility bill issued within the last three months of your enrollment. More importantly, one of your guarantors must either work in a government institution or a verifiable corporate sector company.
  6. Vehicles, plier, screwdriver, fire extinguisher, face mask, and sanitizer
Just one more, you are their first guarantor. We will require the guarantor’s full name, valid government-issued photo ID, physical address, and a utility bill issued within the last three months of your driver’s enrollment. More importantly, the guarantor must either work in a government institution or a verifiable corporate sector company.
No, a client cannot because you are transporting products and not people. Clients may order remotely, and may not be physically present to receive the order. It is therefore imperative for you to ensure your mobile phone is charged, Smart Gas App (SGA) is working so that your delivery charges can be adequately calculated via Google Maps.
Yes. On your dashboard in the mobile app, you can view details of all your registered drivers including a history of the orders they fulfill. You can also download a report of your daily sales on your mobile app.
Payouts are on Wednesdays, and your bank account will be credited.
You are responsible for payouts to your drivers since they are your employees. Smart Gas pays you as a fleet owner 85% of the delivery charges on all orders fulfilled by your driver(s).
en_USEnglish
en_USEnglish