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Why does Stuart terminate or end partnerships?

Courier accounts are manually investigated if they have been flagged on our systems for fraudulent activity. Please note that partnerships are only terminated when we have strong evidence of fraudulent activity that breaches our terms and conditions. We also do not terminate accounts based on issues outside of your control.

What are the reasons for account termination?

Reason

Meaning

Multi-apping (causing excessive delays)

You take unnecessary detours rather than going straight to the pick-up (PU) and then the drop-off (DO) which lead to excessive delays to your delivery.

Delays and GPS blocking

You use GPS blocking or manipulating apps to place yourself in a location you are not physically at.

GPS spoofing

You use flight mode and/or GPS blocking or manipulating apps to hide detouring for the purpose of multi-apping.

Return process not followed

You return items before having contacted Support which is against the platform's process.

Missing orders

Customers have complained that items you accepted have not been delivered or clients have complained that items you collected have not been returned.

Disrespectful to client

You have used inappropriate language or gestures towards a client or customer.

Disrespectful to support

You have used inappropriate or offensive language towards Support.

Wrong Transport Type

Using a Transport Type other than the one registered on your courier account.

Account renting

You share a Stuart account with an unconfirmed individual or rent your Stuart account out for personal financial gain.

Slot abuse

You actively find ways on slot to reject, cancel or deceive the device into timing out so that you complete as minimal amount of deliveries as possible while still being paid the minimum guarantee.

Duplicate account

You have created multiple approved accounts on the Stuart platform.

Cancellation abuse

You abuse the reasons for cancelling an order in order to earn cancellation fees.

Challenge 25

You have delivered age-restricted items without ID confirmation for persons who appear under the age of 25.

Stuart respects religious diversity and will never terminate you if you opt out of delivering age-restricted items such as alcohol for religious reasons

Return order abuse

You have requested a return by falsely claiming the customer was absent or in cases where no attempted contact was made.

Order not collected - False delivery

You claim to have collected the order and proceed to mark the items as delivered while having left the items back at the pick-up.

Impossible delivery time/Self-Ordering

You have ordered low-value items which allows the delivery payment to exceed the delivery cost.

Automated slot booking

You have been flagged as using an automated system when booking slots on When I Work.

Can I dispute my termination?

We always manually review each account before any partnership termination takes place and it is not a decision we take lightly. We also do not terminate accounts based on issues outside of your control.

However, if you believe your account has been unfairly terminated, you can fill out a Termination Appeal Form. Please note you will be asked to provide objective evidence that you were not at fault. We will review your appeal within 14 days of receiving it.

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