FAQ & Help/Rating, Acceptance and Diamonds/

Diamonds Penalties

How are penalties defined at Wheely?

Penalties can affect both your diamonds and acceptance rate.

• Late Release Penalty (unassign me) — 20 diamonds penalty, if prebook release in less than 12 hours before pickup time.

• No Accept — 30 diamonds penalty + acceptance rate lowered.

• Unfulfilled Journey Penalty (unassign me) — 35 diamonds penalty + acceptance rate lowered

• Late pickup for prebook — 25 diamonds penalty.

Examples

• If a journey is scheduled for 13:00 on Jan 1, a Late Release Penalty will apply if the prebook is released after 01:00:00 on Dec 31.

• If a journey is scheduled for 15:00 and you’ve prepared the vehicle, positioned yourself to wait for the passenger, and pressed “Arrived” at 14:49:59, no penalty will be applied.

• If you press “Arrived” at 15:00:01 for a journey scheduled at 15:00, a diamond penalty will be applied.

Are there exceptions to being penalised?

We understand that unforeseen circumstances can occur, therefore no penalties will only be applied in the following cases:

• Late to a released job — If you were assigned a journey released by another chauffeur, being late will not apply any penalties.

• Passenger changes — If the passenger changes locations or time that will not ensure a timely pickup, penalties will not apply.

• ‘Off-menu’ passenger requests — If the passenger makes requests you cannot fulfil, eg. child seat for S-class, penalties will not apply

• Already on a Wheely journey — If you are on another Wheely ASAP-only journey, penalties will not apply.

• Late Pickup Penalty

  • The following logic will be used for Airport Journeys to ensure the penalties are applied fairly. The penalty will only apply to journeys that meet all of the following conditions:

    • The journey is pre-booked from the airport.

    • The “Meet & Greet” option is selected.

    • You booked the journey yourself.

    • When you start heading to the airport, you will see the estimated arrival time of the flight. To avoid penalties, you need to be ‘Parked’:

      • before the landing time, if the flight landing time doesn’t change or is delayed.

      • OR before the original flight landing time shown in the app when you started the journey, if the flight lands earlier than expected