This article includes the following information concerning slots;

Your slot stats affect your Client Performance Score.


Slot validation rules

Here is a checklist of things to do to ensure you're eligible for Minimum Guarantee for a time slot you've registered for:

  • Don't no show! If you have missed more than 50% of your slot, or if you were not in your zone at all, your slot will be counted as a no-show and you will not be eligible for Minimum Guarantee.

  • Check-in: Checking in means being connected to the Stuart app in your slot area at some point during the first 15 minutes of that slot. Read more about check-in here.

  • Connection: Be connected for at least 90% of your slot! You are able to be offline for a maximum of 10% of your slot (6 minutes per hour). This does not carry over from one slot to the next!

  • Acceptance and self-cancellations: Don't miss more than 1 invitation by slot! Please note this includes all invitations, even the ones coming from outside your booked area that you should also accept. As of 2 invitations missed, you will not be eligible for Minimum Guarantee. Top tip: turn on auto accept while on slot to make sure you don't miss any invitations! If you cancel an invitation which you have already accepted and you do not have a valid cancellation reason, your CPS/MG will be affected.

  • Zone area: Start in your area and make your way back there after a delivery! If you are on a delivery, you don't have to worry about where you are. When you are finished with the delivery, if it took you outside your zone, you have 1.5x the amount of time you spent on a delivery out of your area to go back to your area, as shown here:

Time on a delivery outside of the zone area = 20 minutes

Time to return to zone area = 30 minutes

Where to see the zone areas in the app? The multiplier article explains how to view the different maps.


Slot validation requests (on-demand)

If you have any issues when on slot please inform support.

If you receive a slot invalidation SMS but you think your slot should be validated (e.g. you got a puncture which delayed you), please complete the slot validation form within 24 hours of receiving the SMS.

For more serious matters (e.g. accident/hospitalisation), you can request slot validation after 24hrs but please apply ASAP to ensure correct validation.

⚠️ Fraudulent requests will be reviewed and may lead to termination of your partnership ⚠️

Slot validation request form

You will be asked to provide:

  • Proof: do you have enough proof to support your validation request?

  • Parameter: am I asking for the correct parameter to be validated?

Am I choosing the correct parameter?

The reason that your slot was invalidated will be shown on your invalidation SMS.

1️⃣ Area ratio
2️⃣ Acceptance ratio
3️⃣ Connection ratio
4️⃣ No-show ratio

5️⃣ Checkin

6️⃣ Unauthorized request / non-valid request

1️⃣ Area ratio

💡Tip: The Stuart app's zone maps feature lets you see your zone in-app (the multiplier article explains how to access the maps)💡


If your area ratio was affected, you will receive a message similar to the following 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.

This means you spent too much time outside your booked zone, not on a delivery. Make sure you're inside the booked zone while waiting for delivery invitations.

Accepted Reasons & Proof

Last delivery on the previous slot took me too far from next slot

  • Please provide the delivery ID of the delivery that took you far away from your next slot.

Illness/Family bereavement

  • Doctor's note (must show surgery name, GP name and signature and date).

  • Hospital discharge letter (must show hospital name, have a doctor's/nurse's signature and date).

  • COVID-19 isolation note/track and trace or similar document.
    Note: We do not accept a 'Statement of fitness for work social security or SSP' as proof due to Stuwies being self-employed.

Equipment/vehicle failure, accident or theft

  • Photo of the tyre puncture.

  • Bike shop receipt of tyre purchase/repair services provided (must show date and time).

  • Receipt from auto-mechanic (must show date and time).

  • Police report.

2️⃣ Acceptance ratio

💡Tip: The Stuart app's auto-accept feature accepts all invites automatically!💡

⚠️ Reminder: You can only miss 1 invite per slot⚠️

If your acceptance ratio was affected, you will receive a message similar to the following 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.

Accepted Reasons & Proof

Illness/Family bereavement

  • Doctor's note (must show surgery name, GP name and signature and date).

  • Hospital discharge letter (must show hospital name, have a doctor's/nurse's signature and date).

  • COVID-19 isolation note/track and trace or similar document.
    Note: We do not accept a 'Statement of fitness for work social security or SSP' as proof due to Stuwies being self-employed.

Equipment/vehicle failure, accident or theft

  • Photo of the tyre puncture.

  • Bike shop receipt of tyre purchase/repair services provided (must show date and time).

  • Receipt from auto-mechanic (must show date and time).

  • Police report.

Duplicate invitation

  • Screenshot of the delivery invitation

  • Delivery ID

    Note: Validation will only be accepted if you missed 1 invitation (as laid out in the validation rules) and were sent the same invitation again - please also miss the duplicate invitation if you do not wish to accept this delivery.

3️⃣ Connection ratio

💡Tip: You can check your connection history within the app💡

⚠️ Reminder: You have 6 min per hour to be offline (so if you had 2h slot, you can have 12 min offline time) Offline time allowance does not carry over from one slot to another⚠️

Whilst using the Stuart platform you must ensure your device has a good connection to the following:

  • Network Signal

  • Mobile Data Signal

  • GPS Signal

It is a partners responsibility to ensure they are connected to the platform when on slot.

If your connection ratio was affected, you will receive a message similar to the following 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 offline time allowance. Your CPS WILL BE affected. Remember you may only miss 6 min for each slot hour worked.

Accepted Reasons & Proof

Illness/Family bereavement

  • Doctor's note (must show surgery name, GP name and signature and date).

  • Hospital discharge letter (must show hospital name, have a doctor's/nurse's signature and date).

  • COVID-19 isolation note/track and trace or similar document.
    Note: We do not accept a 'Statement of fitness for work social security or SSP' as proof due to Stuwies being self-employed.

Equipment/vehicle failure, accident or theft

  • Photo of the tyre puncture.

  • Bike shop receipt of tyre purchase/repair services provided (must show date and time).

  • Receipt from auto-mechanic (must show date and time).

  • Police report.

App issue (e.g. Total network outage / was informed by Stuart to reinstall the app)

  • Confirmation from your mobile phone service provider that there was a network outage.

  • Screenshot of chat Support (partners.uk@stuart.com) that they requested you to reinstall the app (including date and time)

4️⃣ No-show ratio

💡Tip: Check the zone maps for your city before you start your slot!💡

⚠️ Reminder: If you cannot attend a slot, either cancel or swap your slot with another Stuwie. You can cancel up to 24hrs before the slot⚠️

ONLY CPS MAY BE VALIDATED AND NOT MG.

If you have been invalidated for no-show, you will receive a message similar to one of the following messages:

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.

This means you spent 100% of the slot time not in your booked zone, nor on another delivery.

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 offline time allowance. Your CPS WILL BE affected.

This means you were offline for more than 50% of your slot.

Accepted Reasons & Proof

Illness/GP visit/Family bereavement

  • Doctor's note (must show surgery name, GP name and signature and date).

  • Hospital discharge letter (must show hospital name, have a doctor's/nurse's signature and date).

  • COVID-19 isolation note/track and trace or similar document.
    Note: We do not accept a 'Statement of fitness for work social security or SSP' as proof due to Stuwies being self-employed.

Equipment/vehicle failure, accident or theft

  • Photo of the tyre puncture.

  • Bike shop receipt of tyre purchase/repair services provided (must show date and time).

  • Receipt from auto-mechanic (must show date and time).

  • Police report.

App issue (e.g. Total network outage / was informed by Stuart to reinstall the app)

  • Confirmation from your mobile phone service provider that there was a network outage.

  • Screenshot of chat Support (partners.uk@stuart.com) that they requested you to reinstall the app (including date and time)

5️⃣ Check-in

💡Tip: Check the zone maps for your city and check-in criteria here before you start your slot!💡

If you do not Check-in for your slot on time in the correct zone you will receive an SMS similar to the following:

Check-in: You didn't check-in at the beginning of your slot on 2020-05-23 from 11:45 to 13:30.

This means that you were not in your dedicated zone within the first 15mins of your slot start time.

Accepted Reasons & Proof

Illness/Family bereavement

  • Doctor's note (must show surgery name, GP name and signature and date).

  • Hospital discharge letter (must show hospital name, have a doctor's/nurse's signature and date).

  • COVID-19 isolation note/track and trace or similar document.
    Note: We do not accept a 'Statement of fitness for work social security or SSP' as proof due to Stuwies being self-employed.

Equipment/vehicle failure, accident or theft

  • Photo of the tyre puncture.

  • Bike shop receipt of tyre purchase/repair services provided (must show date and time).

  • Receipt from auto-mechanic (must show date and time).

  • Police report.

App issue (e.g. Total network outage / was informed by Stuart to reinstall the app)

  • Confirmation from your mobile phone service provider that there was a network outage.

  • Screenshot of chat Support (partners.uk@stuart.com) that they requested you to reinstall the app (including date and time)

6️⃣ Unauthorized request / non-valid request

💡Tip: Check the self-cancellation function and the cancellation policy 💡

⚠️ Reminder: You are unable to cancel a job once it has been accepted⚠️

If you use the self-cancellation function or ask support to remove a valid delivery you will receive an SMS similar to the following:

Your slot on 2020-10-14 from 17:00 to 19:30 is ineligible for Minimum Guarantee due to non-valid request.

Please remember that when you accept a job on the Stuart Courier Partner App, you are answering to an urgent client's need. You have committed to providing your service for this delivery. If you refuse a valid delivery this results in the invalidation of your minimum guarantee for this slot.

It is not possible to validate your slot for this reason. If you believe there to be an error please respond directly to your weekly payment statement where the issue will be investigated.

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