Assistant tariff allows customers to book journeys to request chauffeurs to perform tasks without entering the vehicle themselves. Typically this involves collection or delivery of items, which may sometimes need to be purchased by the chauffeur.
Assistant tariff features automatic reimbursements, which allow chauffeurs to upload a receipt straight to the Wheely app and be reimbursed as soon as the order is finished. Payments for purchases will be made directly into your chosen bank account, once the journey has been completed.
We will use your partner account by default but you may change this via the app if you wish.
Please note that your assistant tariff bank account details and your partner account details will be the same - any changes will be reflected in both places. If you are a chauffeur working for a partner who has multiple chauffeurs on their account, for the time-being you will not be able to access the Assistant tariff. We are working on enabling this in the near future.
Every chauffeur that turns on this feature will need to have a minimum of £300 available to them in order to accept Assistant tariff bookings. If you do not have sufficient funds, or would not like to take these types of bookings, you will need to turn off the Assistant Tariff.
If you find yourself unable to make a purchase after accepting an Assistant tariff booking, you will need to contact the support team and ask them to reallocate the booking. Please know that, as this creates delays and a negative customer experience, such instances will be investigated by the quality control team.
Is there a limit on the value of an errand run?
The current limit is £300.
How does the customer pay for errands?
The payment will be made automatically as soon as the you finish the journey. This final payment will include both the errand cost and the fare. You do not need to ask the customer for payment!
How do I get access to the tariff?
You will need to switch on the tarrif within the Wheely app.
Please ensure that your bank details are currently up to date in order to receive the reimbursements.
Do I need to keep a minimum account balance to accept journeys on the Assistant tariff?
Every chauffeur that turns on this feature will need to have a minimum of £300 available to them in their account in order to accept Assistant tariff bookings.
Please note that if you do not have sufficient funds, or would not like to take these types of bookings, you will need to turn off the Assistant Tariff.
Can I call a customer to get money transferred to me, in order to perform an errand?
You must never contact a customer to ask for a money transfer. If you are unable to complete the journey, please contact the support team so that they can reassign the journey to another chauffeur.
If you are unable to complete the journey, no compensation will be offered.
Please always ensure that you have a minimum account balance of £300.
What happens if I've already purchased an item and the customer cancels the journey?
The following cancellation policy applies:
- If you are on the way when the journey is cancelled, we will reimburse you the minimum fare.
- If you have arrived and already purchased the item we will reimburse you both the fare and the item.
- If you have begun the journey we will reimburse you both the fare and the item.
In all of the above scenarios, please contact the support team and explain the situation.
How will I receive the money back that I've spent on the errand?
Payments for purchases will be made directly into your chosen bank account, once the journey has been completed. We will use your partner account by default but you may change this via the app if you wish.
If you have a Revolut account, the reimbursement will be received instantly, if you have any other bank account, you will receive the reimbursement within 2 hours.
How do I upload the receipts for the errand?
After pressing 'Complete Journey' you will be promted to upload two types of receipts: parking and errands. Take a photo of all the receipts, indicate the price for each receipt and attach the receipts to the order in the app. If the receipt is too long, fold it in such a way that the price, shop name, and date are visible. Please make sure you keep the physical receipts and don’t dispose of them immediately.
The maximum price limit is £300 for all attached receipts.
Please note that receipts will be validated and any instances where there is any indication that an incorrect price was entered purposely will be reported to our quality control team.
What do I do if the errand exceeds £300?
In this situation, you must contact the support team and they will get in contact with the customer.
If the support team informs you that the customer has agreed, then you can upload the rest of the amount as parking (which will then be transferred to you via your weekly earnings), or the customer can transfer the rest of the amount directly to your bank account.
Where can I find confirmation of the money transfer?
After every ride completed in the assistant tarrif, a new receipt will be avaiable
in the ride history.
What is the Assistant tariff pricing?
You can find the pricing for Assistant tariff on the cities and fares pages of our website.
What is the procedure for age-restricted items?
Please remember that it is your responsibility to check the legal age of the customer if one or more of the purchased items are age-restricted.
Below is a table of common age-restricted products. However, please refer to the full official UK government guidelines if you are not sure whether a particular product is age-restricted.
How do I check for age-restricted products on my booking?
If a customer placed the order with a delivery / collection request, there should be a list of items in the comments. If there is nothing in the comments section or not enough information — please contact the customer support team.
If there are several items to collect / purchase, please ensure you are carefully checking the order receipt for any age-restricted items, and feel free to confirm this with the shop / the business you are obtaining the item(s) from.
How do I ensure the recipient is over the required age?
If you are delivering age-restricted items, you must physically see the recipient. Please ensure, however, that you are observing social distancing when you do this.
If you feel the recipient may be underage, you must check their ID to confirm their age and act in line with the UK’s Challenge-25 guidelines. To confirm the age, you must ensure:
- The photograph on the document is a clear match to the customer offering the ID.
- The document is still valid, and is not expired.
- Accepted forms of ID are:
What if the customer is underage and there is nobody over the required age who can take receipt of the item(s)?
If a customer fails the Challenge-25 check, you should not hand over any age-restricted items to the customer and contact the support team immediately. We will ensure that you are properly reimbursed.