Why does Stuart terminate or end partnerships?
Couriers are investigated if they have been flagged on our systems. However, partnerships are only terminated when we have solid evidence of fraudulent behaviour. Please see below for why your partnership may be terminated.
We conduct thorough manual investigations, and always have evidence to support our termination decisions. We will never end a partnership without strong evidence that our terms have been breached. We also do not terminate accounts based on issues outside of your control or without previous warning.
What reasons could my account be terminated?
Multi-apping (causing excessive delays)
You take unnecessary detours rather than going straight to the pick-up (PU) and then the drop-off (DO).
Delays and GPS blocking
You use flight mode and GPS blocking or manipulating apps to hide detouring for the purpose of multi-apping
You use flight mode and 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.
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.
You share a Stuart account with an unconfirmed individual or rent your Stuart account out for personal financial gain.
You actively find ways on slot to reject, cancel or deceive the device into timing out so that they complete as minimal amount of deliveries as possible while still being paid.
You have multiple approved accounts on the Stuart platform.
You abuse the unsafe area and other cancellation options while on slot.
Delivering alcoholic 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 from delivering 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.
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 or without previous warning.
How do I dispute my termination?
If you believe that you have been unfairly terminated, please fill out a Termination Appeal form providing us evidence against your termination.