Driver Transfer Removal Policy (Company Drivers)

To reassign the transfer, use the Reassign Driver feature in the Dispatcher Tool by following the guidelines here.

In case you have not reached the maximum number of reassignments that day, but despite that, you still remove a transfer from your schedule, the following rules apply.

If a transfer is removed less than 1h to the operating time the removal will be treated like a DNS (please view Driver No-Show (DNS) Policy for more information).

In the above cases, the Dispatcher will see in the Dispatcher Tool the compensation due and the flag received by the Dispatcher’s Driver, and they retain the right to submit written disputes within seven (7) calendar days from such notification to the Support team via the Dispatcher Tool and/ or via email.

If the Dispatcher does not submit written disputes in accordance with this paragraph, the Company (Welcome Pickups) shall be entitled to set off the amount against any fees payable to the Dispatcher from other Transfers at the date of the next scheduled payment.

If the Dispatcher submits written disputes in accordance with this paragraph and such disputes have not yet been reviewed and answered by the Company, the Company may proceed with a temporary withholding of the amount from any fees payable to the Dispatcher from other Transfers at the date of the next scheduled payment, until the review process has been completed.

If the disputes are deemed valid by the Company, the withheld amount shall be returned at the date of the next scheduled payment.

For any removal within 8 hours of pickup: if there is a force majeure event like a strike or natural disaster and you cannot send any driver to the pickup point, you must reach out to Support to inform them about the incident before the transfer is operated.

However, for operational issues like a car accident, tire blowout, or sick driver, the company is responsible for finding and sending a replacement driver immediately.