Upon arrival at the partner:
Please mark yourself as having arrived in the app. You must also tell the staff, in person, that you have arrived and are there to collect an order. This will sometimes require you to take extra steps, such as knocking on a designated door or ringing a buzzer.
Waiting at the partner:
If the order has not been handed to you 10 minutes after you arrive, you should ask staff at the partner restaurant for an updated estimate of when the order will be ready.
It is at the ecorider's discretion whether they choose to continue with an order or reject it in this situation.
Compensation for long waits:
We understand that long waits are frustrating and are constantly working with our partners to keep ecorider waiting times low. However, despite our best efforts, there will sometimes be long wait times for our ecoriders.
The fees offered to our ecoriders are slightly higher than our competitors, to account for time spent waiting at partners. We hope that long waits will remain rare and that you will consider the time you spend waiting for orders across a week or a month alongside your earnings.
If you experience an exceptionally long wait of 30 minutes or more, please notify us after delivering the order to the customer via email to firstname.lastname@example.org within 24 hours including the order number, your arrival time and the time the food was ready. Once we have verified your wait and successful delivery of the order, we will add a fixed fee onto your next weekly invoice to compensate you for your time.