Diamonds Penalties
How are penalties defined at Wheely?
Penalties can affect both your diamonds and acceptance rate.
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Late Release Penalty (unassign me) — 20 diamonds penalty, if prebook release in less than 12 hours before pickup time.
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No Accept — 30 diamonds penalty + acceptance rate lowered.
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Unfulfilled Journey Penalty (unassign me) — 35 diamonds penalty + acceptance rate lowered
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Late pickup for prebook — 25 diamonds penalty.
Examples
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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.
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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.
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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:
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Late to a released job — If you were assigned a journey released by another chauffeur, being late will not apply any penalties.
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Passenger changes — If the passenger changes locations or time that will not ensure a timely pickup, penalties will not apply.
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‘Off-menu’ passenger requests — If the passenger makes requests you cannot fulfil, eg. child seat for S-class, penalties will not apply
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Already on a Wheely journey — If you are on another Wheely ASAP-only journey, penalties will not apply.
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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.