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:
- 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. - Daily Manifest Check:
It is your responsibility to review your manifest daily. 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 as early as possible to minimize sendback fees. Make sure to use the "Send back trip" button on your driver app to process all sendbacks.
- If you process sendbacks repeatedly, your account may be put on probation, suspension, or be deactivated, 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 in advance until it is removed.
- Do not contact the broker/client for a trip sendback under any circumstances; use the sendback button on your driver app.
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.
| When You Send Back a Trip | Fee (per round trip) |
|
Less than 24 Hours |
$25 |
|
More than 24 Hours, But Less Than 48 Hours |
$10 |
| More than 48 hours (You cancel 48+ hours before the pickup) |
$0 |
Levels of Policy Violations:
There are 2 levels of policy violations, with increasing severity:
- 3-Day Suspension for repeated sendbacks:
Repeat sendbacks, regardless of the situation (car trouble, illness, etc.), may 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. - Severe and/or Repeated offenses = 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.
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.