To make your payments correct, please request slot validation within 24 hours of receiving the slot invalidation SMS.
For more serious matters (injury, accident), you can request slot validation within 48 hours.
To request slot validation, please fill in the following form.
When validating a slot, there are several things to take into consideration:
- Do I have enough proof to support my validation request?
- Am I asking for the correct ratio to be validated?
In all slot validation cases you will be asked to provide proof to support your request. Here is what we accept:
- Photo of the tyre puncture
- Bike shop receipt of tyre purchase / repair services provided (must show date and time)
- Receipt from auto mechanic for the services provided (must show date and time)
- Doctor's note (must show surgery name, GP name and signature and a date)
- Hospital discharge letter (must show hospital name, have doctor's / nurse's signature and a date)
Note: We do not accept SSP form as proof due to all Stuwies being self-employed.
- Police report (if there was an accident or your vehicle got stolen).
- Screenshots of the app / unvalidation text messages
- Make sure to contact support in any case, so if needed, we can look back at a conversation.
AM I CHOOSING A CORRECT RATIO?
If your area ratio was affected, you will receive the following message the next day:
Your slot on 2019-11-25 from 10:30 to 13:30 is ineligible for Minimum Guarantee because you were on a job only 21% of the time you spent outside your allocated area of Westminster. Your CPS WILL BE affected.
It means that you spent too much time being outside the area you booked on Staffomatic not doing deliveries. Always make sure to be inside the zone while you wait for the jobs to come.
Tip: The Stuart app's zone maps feature lets you see the zone in your app. Have it on at all times to avoid having slot invalidated!
Reminder: When you book back to back slots, it is your responsibility to make sure they are not too far from one another and that you can realistically be on time for the next one if you stayed close to your original zone.
If your acceptance was affected, you will receive the following message the next day:
Your slot on 2019-11-25 from 11:45 to 13:30 is ineligible for Minimum Guarantee because you missed 5 job requests. Your CPS WILL BE affected.
Tip: The Stuart app's auto-accept feature will accept all job invites automatically, so you do not have to worry about missing deliveries. Have it on at all times to avoid having slot invalidated!
Reminder: You can only miss 1 job per slot.
Unauthorised cancellations will have a negative impact on your minimum guarantee eligibility as well as your CPS score.
Cancellation requests for jobs that are within Pick-up and Drop-off limits count as an unauthorised request, Support will notify you at the time that the job you are requesting to cancel is an unauthorised request and your MG will be invalidated automatically. In this case the next day you will receive an automated text message stating the slot is not eligible for MG.
Please read here when you can cancel a job that you have already accepted.
If your connection was affected, you will receive the following message the next day:
Your slot on 2019-11-25 from 17:00 to 21:30 is ineligible for Minimum Guarantee because you missed 11 minute(s) more than the break allowance. Your CPS WILL BE affected. Remember you may only miss 6 min for each slot hour worked.
Tip: You can follow your connection history within the Stuart app, so make sure to check the log in and out times in every slot.
Reminder: You have 6 min per hour to take a break (so if you had 2 h slot, you are allowed to take 12 min break) and break allowance does not carry over from one slot to another.
If you do not show up for a booked slot, you will receive one of the following messages the next day:
Your slot on 2019-11-25 from 13:30 to 16:00 is ineligible for Minimum Guarantee because you were only inside your allocated area of Leeds Headingley for 0% of the time you were not on a job. Your CPS WILL BE affected.
Your slot on 2019-11-25 from 18:00 to 20:30 is ineligible for Minimum Guarantee because you missed 99 minute(s) more than the break allowance. Your CPS WILL BE affected.
A no-show can occur if you were not in your booked zone when you were not on a job or if you spent less than 50% of the slot time being online.
Tip: Check the zone maps before you start your slot. It can be found here.
Reminder: Make sure to plan your work day carefully. If you cannot attend a slot, please cancel or swap with other Stuwies. You can cancel a slot with 24 h or more notice.