Lost Property
How do I prevent passengers from leaving items in my vehicle?
When opening the door for the passenger to leave you should always check the interior of the car in case they have left anything.
What should I do with lost property?
As a Wheely Chauffeur, you are responsible for any items left in your vehicle. After each journey, please conduct a thorough check of your vehicle for anything that may have been left behind. If you find something, please go offline right away, and proceed with one the following:
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If the item (s) belong to a passenger whom you have just dropped off and is still within your sight, kindly return the item (s) to them directly.
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If the item (s) belong to a passenger whom you have just dropped off but are no longer in sight, promptly contact customer service, including an image of the item, and necessary details, to facilitate the return process.
Wait at least 10 minutes while we attempt to reach out to the passenger.
Your prompt action will be rewarded with 50 diamonds. If it’s not feasible to return the item (s), you will be required to return them to the Wheely office on the same day.
In the event that customer service instructs you to return a found item to a specified address, a Lost& Found journey will be arranged from your current location to the designated drop-off address. The return of an item to the Wheely office, will not be covered by Wheely, as this is a TFL requirement.
The following compensation applies when you are required to return a lost item to a customer:
Return Within Core Service Area (Mayfair, Kensington, Chelsea):
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Business Class: £25
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First Class: £35
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New First Class: £45
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XL: £35
Return Outside Core Service Area:
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Business Class: £25 + £2 per mile
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First Class: £35 + £2 per mile
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New First Class: £45 + £2 per mile
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XL: £35 + £2 per mile
Note: Mileage distance is calculated based on the straight line distance between the delivery location and the core service area boundary.
Returning lost property
When returning lost and found items to passengers, our standard practice is to place them inside a Wheely Boutique bag and sealed with a ribbon for added security and presentation. Small items are securely packed in our small-sized bags, while medium-sized items are packed in our medium-sized bags. For large items that exceed the capacity of the medium bag, you may return them in their original packaging for safe transport.
After returning lost property, we highly recommend replenishing the Wheely Boutique bag used for the purpose, by attending our academy.
Returning lost property to the wheely office
In some cases, you may be asked to return the item (s) to the Wheely Office (Monday to Friday between 10 am — 5 pm). Please return the Item as soon as possible, on the same day.
Which address should I drop lost property off to?
The Monastery Barn
Syon Park, London Road
Brentford, TW8 8JF
United Kingdom