Sounds like they should add a toggle in the app to get that extra service for extra payment.
But they should make it clear on their interface. I'm sure it's on some terms of use somewhere, but this information is missing from the entire UI of the app.
(Not that this would impact most people. Closed spaces in Brazil usually disallow delivery people from entering too.)
With this setup:
The feature exists if the company wants to support it in certain areas.
It is not supported in RdJ and other dangerous areas.
Expectations are clearly communicated.