Due to an overwhelming number of customer complaints we are going to begin enforcing our driver cancellation policy that is part of our terms of service in section 4e. Our goal is to reduce the number of delivery professionals who accept and then cancel projects. This provides a bad user experience for our customers and is not acceptable.
If a Delivery Professional cancels a project that he/she has already accepted, that Delivery Professional will be billed a $10 cancellation fee. The first cancellation is free. If a Delivery Professional cancels 3 projects within a 30 day period, that Delivery Professional’s account will be suspended for 1 week in addition to the cancellation fees. (suspension will begin 14 days after 3rd cancellation.)
If a Delivery Professional is a No Show on a project that he/she accepted, that Delivery Professional will be billed a $50 cancellation fee and immediately suspended for 7 days. A Delivery Professional is considered a No Show if the Delivery Professional is not at the scheduled pickup time within 20 minutes of the start time.
If that Delivery Professional occurs a 2nd No Show offense, that Delivery Professional will be billed $50 and will be permanently deactivated from the platform.
Cancellation Fees may be charged to your credit card on file or deducted from future earnings.