Sendback Policy: How Cancellation Fees Become Bonuses to Cover Your Trips
At Wingz, drivers have the freedom to build their own schedules by accepting trips they choose. But once you accept a trip, especially in healthcare transportation, members, brokers, and our team are counting on you to complete it.
These aren’t ordinary rides. Many trips are for critical medical appointments, including life-sustaining treatments like dialysis, chemotherapy, or essential follow-ups. A missed ride isn’t just inconvenient—it can directly impact a member’s health.
To keep our service reliable and ensure trips get covered when a driver sends one back, we’ve implemented a Sendback Policy with clear fees. These fees aren’t kept by Wingz — they’re used as bonuses that encourage other drivers to quickly pick up the trip you return.
🚨 When Does the Sendback Policy Apply?
If you send back a trip after accepting it in the app, the following sendback fees will apply based on how much notice you give before pickup:
| When You Send Back the Trip | Fee (Per Round Trip) |
|
Same-Day Sendback (You cancel on the same calendar day as the trip) |
$25 |
|
Not Same-Day, But Less Than 48 Hours (You cancel before the day of the trip, within 48 hours of pickup) |
$10 |
|
More Than 48 Hours Notice (You cancel 48+ hours before pickup) |
$2 |
⚠️ No Cap on Sendback Fees
These fees apply per round trip and they are not capped.
If you accept 10 round trips and send them all back on the same day, giving Wingz no notice, that’s $250 in total fees (10 x $25). Every sendback is treated individually because each one requires immediate action to ensure the member still gets to their appointment.
The good news? These fees go directly toward bonuses to help another driver cover your trip.
💡 How These Fees Help Get Trips Covered
- The fee you incur is immediately converted into a bonus on the trip you send back.
- This makes your returned trip more attractive for other drivers to accept quickly.
This system ensures that when a trip is sent back, there’s a strong incentive for another driver to step up, keeping trips on time and members safe.
📲 How to Send Back a Trip
All sendbacks must be done through the Driver App.
Do not cancel by phone, text, chat, or email.
Using the app ensures:
- The trip is flagged instantly for reassignment.
- The bonus (funded by your fee) is applied right away.
- You avoid higher penalties for improper cancellations.
Failing to use the app, like simply no-showing or calling instead, can lead to higher fees or even removal from the platform.
🚗 Will-Call Trips = Your Responsibility
If you accept a trip with a will-call return, you're committing to both legs of that trip. Coordinate with the member in advance and free up your schedule so that you are ready for the return leg.
If you drop the return leg without notice, it will count as a same-day sendback ($25 fee). Only accept will-call trips if you’re confident you can manage the timing.
✅ How to Avoid Sendback Fees
- Only accept trips you’re 100% sure you can complete.
- Be mindful of will-call returns.
- Keep your availability updated in the app.
- Plan ahead for recurring or long appointments.
- Contact Driver Support immediately if a true emergency occurs.
Drivers who manage their schedules thoughtfully and accept trips responsibly will avoid penalties and enjoy trips with a bonus when they become available.
By continuing to use the Wingz platform, you agree that the Sendback Policy is not intended to impose any limitations on your access to the Wingz platform. This policy does not set a minimum number of trips that you are required to complete and is intended to preserve your complete autonomy while using the Wingz platform. You are still able to determine your own flexible schedule, accept or send back trips at your discretion, and refrain from using the platform at any time.