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 will not apply to Airport Pick-ups due to the dynamic nature of flight arrival times. However, please continue to monitor flight statuses, for Airport Pickups.