At Skipcart, we strive to provide the best experience to all audiences on our platform, which includes ensuring that customers know when their orders will be delivered and that they receive their orders on time. Per their Independent Contractor Agreement, drivers agree to complete deliveries in a safe and timely fashion.
Drivers who repeatedly arrive at the merchant or customer significantly after estimated arrival times are eligible for deactivation, as noted in our updated Deactivation Policy. At this time, one contract violation for lateness does not constitute grounds for deactivation.
A delivery is considered late when the amount of time taken to travel to the merchant and/or to the customer (e.g., 20 minutes) exceeds the estimated time, taking into account factors outside of your control (e.g., wait time at merchant). It is NOT based on the suggested arrival times in the app (e.g., 1:00PM).
How does this work?
We use Google maps to calculate how long each delivery should take, taking into account reasonable and safe travel times and real-time traffic conditions
Take, for example, that our estimates indicate that it should take 20 minutes for the driver to arrive at the merchant and another 20 minutes to arrive at the customer based on real-time conditions. A driver accepts the delivery opportunity at 5:00PM, and the app indicates that the driver should arrive at the merchant by 5:20PM and at the customer by 5:40PM.
The order will not be considered late if the driver arrives at the merchant by 5:30PM and the customer by 5:50PM.
Wait time at the Merchant during pickup does not count against the driver because calculations are based on estimated travel time.
It is important to note that multiple lateness violations could lead to deactivation.
I was deactivated for Extreme Lateness. How can I appeal?
As with all deactivations, deactivations based on extreme lateness are permanent. If you are deactivated and you believe you have been wrongly deactivated, your deactivation email will include details regarding how you can appeal. Please note that you may not appeal via contacting Skipcart Support, but rather only by the link in the email.