Wingz is committed to providing a safe and reliable experience for both riders and drivers. To maintain this commitment, we have established a clear process for addressing driver policy violations. This policy outlines the steps we will take in response to violations, with the goal of ensuring responsible driving behavior and a positive platform experience.
Policy Highlights:
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No-Tolerance for Driver No-Shows + Last Minute Sendbacks:
Any trip sent back the day of the scheduled pickup, regardless of the situation (car trouble, illness, etc.), may result in a three-day account suspension and a $25 Late Sendback Penalty.
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Daily Manifest Check:
It is your responsibility to review your manifest daily. If you need to send back a trip, it must be done 48 hours or more before the pickup time. If the trip is showing in your app, you accepted it and you are responsible for it. - If you need to send back a trip to Wingz, do so 48 hours or more before pickup: You can do this by emailing into nemtsupport@wingz.com. If it’s less than 48 hours, you need to call Wingz Support. As a reminder, if the trip is sent back less than 48 hours before pickup, your account may be put on probation or suspension, depending on how many instances it has been.
- If you sent back a trip, but still see it on your manifest - you are responsible for calling in or emailing again 48 hours or more in advance until it is removed.
- Do not contact Verida for a trip sendback under any circumstances, call Wingz.
Why This Policy Matters: Our members rely on us for critical healthcare appointments, including life-saving treatments like dialysis or surgeries. A missed appointment can have serious consequences for their health. By adhering to this policy, we ensure their safety and well-being.
| Situation | Penalty |
| Same-day Sendback | 3-day Suspension plus a $25 Late Sendback Penalty for each trip sent back on the calendar day of the scheduled pick-up time. |
| Less than 48 hours, but not same-day | Investigation, potential suspension, or probation |
| More than 48 hours | Sendback approved |
Levels of Policy Violations:
There are 2 levels of policy violations, with increasing severity:
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3-Day Suspension for Same-day Sendback and Late Sendback Penalty:
Any trip sent back the day of the scheduled pickup, regardless of the situation (car trouble, illness, etc.), will result in account suspension and all of your trips being sent back for the next 3 days. This means the driver will be unable to accept or complete rides for the duration of the suspension. The driver will receive an email confirmation with the suspension start and end date.
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Repeated Issues = Account Deactivation:
Severe violations and/or repeated offenses, such as no-shows, reckless driving, or other issues will result in permanent deactivation of the driver's account.
Examples of Policy Violations:
- Safety violations: This includes speeding, reckless driving, driving under the influence, or not properly maintaining the vehicle.
- Rider complaints: Examples include unprofessional conduct, refusal of service, dirty vehicle, reckless driving, or damage to rider property.
- Cancellation policies: Send back policy violations, and cancellations directly communicated to clients instead of to Wingz.
- Unprofessional Conduct: Includes late arrivals, no-shows to pick up riders, or any behavior that makes the rider feel unsafe or uncomfortable.
Maintaining a Positive Driving Record:
We encourage all drivers to familiarize themselves with our policies and maintain a safe and professional driving record. By following these guidelines, the driver can ensure a smooth and successful experience as a Wingz driver.
Please note:
This policy is subject to change at any time. Wingz reserves the right to take appropriate action, including immediate account deactivation, for any violation deemed severe or posing a safety risk. We appreciate your cooperation in maintaining a safe and enjoyable platform for everyone.