If you’re kept waiting at a pickup location, you may be eligible for a wait time fee. This is to make sure your time is valued, even when things don’t run on schedule.
When am I eligible for a wait time fee?
You may receive a wait time fee if:
-
You've arrived at the pickup location and marked yourself as “Arrived for Pickup” in the Sherpa driver app
- The Sender (staff / store rep) takes longer than the allowed grace period to hand over the item
- We're able to track your location (i.e. your phone GPS services are enabled)
- You've not moved away from the pickup location
What’s the grace period?
The grace period depends on the type of delivery:
- Woolworths deliveries (single jobs and runs) → 6 mins
- All other businesses (single jobs and runs) → 10 mins
- Bulk runs → 6 mins
This gives the Sender a fair amount of time to get the item ready once you arrive. If you're made to wait longer than this, wait time fees will kick in automatically.
How is wait time calculated?
Wait time fees are calculated based on the time you waited after the grace period has ended.
Single Jobs
For all businesses, excluding Woolworths, a wait time fee of $2.34 (including GST) applies for every additional 5 minutes you have to wait after the grace period.
Regular Runs
- Grace period - is 10 minutes + 1 minute per additional job in the run.
For example, if there are 10 jobs in the run, the grace period is 10 min + 9 min. You will be eligible for wait time fees after 19 minutes of waiting. - A wait time fee of $2.34 (including GST) will apply for every additional 5 minutes after the grace period.
Note: If there are multiple pick-ups from a single location, wait time fees only apply to a single order.
Bulk Runs
- Grace period - is 6 minutes + 1 minute per additional job in the run.
For example, if there are 10 jobs in the run, the grace period is 6 min + 9 min. You will be eligible for wait time fees after 15 minutes of waiting.
- A wait time fee of $2.34 (including GST) will apply for every additional 5 minutes after the grace period.
Woolworths
This feature is being monitored to prevent misuse, so it's important to use it only when appropriate.
When do I get paid wait time?
Where wait time applies to a delivery, wait time fees will automatically be applied within 48hrs of that delivery being completed.
Did wait time get applied to my job?
You’ll see the fee added to your job history once it’s been reviewed and approved.
Disputing a missing wait time fee
If you believe you are entitled to a wait time fee but it has not appeared in your job history within that time, you can request a review.
You can do so by filling the form here.
Please make sure to provide detailed reason and information to support your request. Our support team will review your job details (including timestamps and app activity) and follow up within a few business days. If you're eligible, the fee will be added to your next payment cycle.
Note: Abuse of this function may result in a warning and/or account deactivation.
Sherpa believes in creating and maintaining a fair, open and inclusive process for all Driver Partners. Using GPS spoofing apps to manipulate your location may result in permanent account deactivation.