Driver Transfer Removal Policy

First, try to find another Welcome Driver via the official WhatsApp group of the destination.

Then, reassign the transfer using the Remove & Assign feature in your Driver App by following the guidelines here.

See daily reassignment limits here.

Some exceptional cases (e.g. flight delay conflicts) are handled as per this policy.

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 the transfer is removed:

a) 8 to 3 hours prior to the pickup time and the transfer ends up being operated by another Welcome driver, you will receive 1 Yellow flag and your reliability rate will be affected.

b) 3 hours or less prior to the pickup time, and the transfer ends up being operated by another Welcome driver, you will receive 1 Red flag and you must pay a reasonable contractually agreed compensation specifically:

These amounts (5/10 euros) will be added to the affected Transfer’s Driver fee, so that the driver that accepts it at the last minute is paid extra.

In the above cases, the Company shall send a relevant notice via the Application and/ or via email to the Driver removing the Transfer, specifying the reasons for the compensation due, and the Driver removing the Transfer retains the right to submit written objections within seven (7) calendar days from such notification to the Drivers’ Support team via the Application and/ or via email, which shall be reviewed and responded to by the latter within fourteen (14) calendar days.

If the Driver does not submit written objections in accordance with this paragraph, the Company shall be entitled to set off the amount against any fees payable to the Driver from other Transfers at the date of the next scheduled payment in accordance with Section 6. Charges and Pricing Policy of the General Terms and Conditions.

If the Driver submits written objections in accordance with this paragraph and such objections 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 Driver from other Transfers at the date of the next scheduled payment in accordance with Section 6. Charges and Pricing Policy of the General Terms and Conditions, until the review process has been completed. If the objections are deemed valid by the Company, the withheld amount shall be immediately returned to the Driver.

c) less than 24 hours before pickup time and the transfer ends up being cancelled, you will receive 1 red flag, your reliability rate will be reduced, and a monetary deduction equal to 100% of the Driver Cost will apply to your next payment.

d) any time without using the reassignment feature, 5% of the Driver Cost (DC) will be deducted from your next payment. The 5% monetary deduction will never exceed the 5 EURO/USD/GBP value. 📌 Example: If a transfer has a Driver Cost (DC) of €30, the deduction will be €1.50 (5%).