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 “Confirm Arrival” at 14:49:59, no penalty will be applied.
If you press “Confirm Arrival” 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