To make your payments correct, please request slot validation within 24 h from when you received invalidation message. For more serious matters (injury, accident), you can request slot validation within 48 h of it happening.

Please remember there is 24 h slot cancellation so you can trade slots as well, inform support as soon as you know that you will not be able to attend!

Area

You can validate your slot for area reason when you are asked by support to move to another zone to balance supply or if your last job took you few zones away from the original zone and you have a new slot starting in a zone which was next to the original zone you booked in (within 10 min travel time). However, it will not be validated if a next slot zone you booked in was 20 min away from the original.

Please remember, no validations will be processed because a job took you outside the area! 

You have 1.5x time to come to the area after you finished a job. Stuart app's zone maps feature let's you see the zone in your app, please have it on at all times to avoid having slot invalidated! Please plan your work day carefully as well.

Acceptance

You can validate your slot for acceptance reason when for example you had an expired job invite because you asked support to cancel the job for you due to it being over pick-up limits, but the job keeps coming back to you as you are the closest driver. 

We will also validate the slots that were affected by the app in cases when you had auto-accept on, but your job invitations were not accepted and kept expiring.

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.

Connection

You can validate your slot for connection reason when you had equipment failure (but were able to finish the slot), for example, your bike got a flat tire and you needed to go offline to quickly change it, but you were still able to finish the rest of the slot. For this we need a picture for the proof.

Your slot will not be validated if you by accident went over your break limit. You have 6 min per hour break time, please plan it carefully.

It will not be validated if you were late for the slot. Please show up to the slot on time.

It will not be validated if you were logged off by the app, your phone's battery died or your phone is experiencing GPS issues. Your phone is your working tool, you need to check the phone and the app often while you are on a shift to make sure everything is functioning well.

CPS

You can validate your slot for CPS (which will validate all of the above for your score only so you can still receive your rewards) when: 

  • You had sickness (please provide the doctors' notice to Support)
  • You had a sudden death in the family
  • You had an accident and you are not able to finish the shift (please provide the doctors' notice to Support)
  • Your equipment gets broken/stolen and you are not able to finish the shift (please provide valid proof to Support)
  • You had persistent app issues that made all your performance measures very low, which means you worked for less than half of your slot (please contact support persistently about this matter)
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