All users are managed by the Three-Strike Policy. The Three-Strike Policy stipulates that after a user receives three strikes on their quality record, they will be removed from the platform. We value good experience and quality of users and jobs. This is to ensure safety, reliability and that all users are happy.
What constitutes a strike?
For GoGetters:
- Damaged goods and being careless at handling goods or transporting it.
- Late to arrive or late in completing a job without valid reason.
- Frequent cancelling/leaving GoGet jobs claimed.
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Last minute cancelling/leaving a job without a valid reason. The action of cancelling a job last minute includes:
- Cancelling a dispatch, food & shopping job less than 1 hour before job start time
- Cancelling a helper job less than 12 hours before job start time
- Cancelling any jobs at 12 am to 10am for job start time between 12am to 10am on the same day.
- Unable to provide evidence (e.g. receipt from workshop/ medical certificate) for instances whereby GoGetter cancel/leave a job due to “vehicle breakdown” or “sick” or "emergency".
- Asking the Poster for higher fee directly.
- Asking the Poster to cancel the job instead of you cancelling/leaving the job when you are unable to proceed.
- Claiming an “online banking” job or a job that clearly states that upfront payment is required but request for Poster to pay upfront prior to executing the job.
- Request for Poster to change payment method from “online banking” to “cash on delivery’’.
- Completes a Shopping job that requires cash upfront of more than RM1,000 per GoGet job.
- No show without prior communication with Job Poster.
- Being rude on a job (e.g. raising voice or arguing).
- Not following job requirements/ instructions from Poster (e.g. sending the item to the wrong person when poster say it is a surprise, GoGetter still ask for money from the receiver which ruin the surprise experience, negotiate pick up/drop off time).
- Marking the job as "Complete" in the GoGetter app but the task was not being performed accordingly.
- Canceling a GoGet job with untrue cancellation reason.
- Other situations that the GoGet Admin constitutes as not upholding the community principles.
For Posters:
- Cancelling jobs without reason after job is started but before goods are bought (if after goods are bought, Poster has to pay, assuming GoGetter confirmed the purchase, which is the necessary step).
- Not being transparent on items being transported, changing job details frequently without reason, wrong information provided that impacted cost for GoGetter.
- Being late at the pick up or drop off area (more than 15 minutes).
- No shows for jobs.
- Being rude on a job (e.g. raising voice or arguing).
- Other situations that the GoGet Admin constitutes as not upholding the community principles.
A user will be given a feedback call or email on their job. This is to assess the situation on a case by case basis and a decision to place a strike will be determined by the GoGet Team. Payment to GoGetter can be blocked temporarily as well whilst an investigation is on-going as there can be monetary penalty incurred. Sometimes a warning may be given instead depending on the severity of the situation.
Failing to provide a response to Team GoGet within 7 days will result in a permanent ban from the GoGetter app and removal from the community.
After a strike is issued, users will receive an in-app notification and email explaining their strike and communicating their strike status. As a GoGetter, you may also access your warning and strike details via the GoGetter app's Account > Performance History > Strikes.
How do I appeal a strike?
Please let us know if you feel that you have been unfairly striked. You can submit an appeal via the Strike Details page. Kindly click on the "Submit an appeal" button and include evidence to support your reason for leaving the job (e.g. screenshot of messages with Poster, photo of the job). Our team will respond to your strike appeals within 48 hours or 2 working days.
*Important: All strike appeals must be submitted within 7 days of the strike issuance. If GoGet requires more evidence for your appeal, you will be responded to via email and the GoGetter app's "My Tickets". Kindly revert with the necessary evidence within 3 days of our response. Any appeals received outside this time period will be automatically rejected.
This is to ensure all strike appeals received are responded to in a timely manner.
How do I remove a strike?
We acknowledge that unfortunate things happen on a job and it is not fair to purely count strikes. Therefore we believe after receiving a strike, a user would be able to earn back the user's standing and remove the strike by completing 20 GoGet jobs.
What happens when I received a strike?
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There may be monetary penalty imposed together with the strike. Find out more here.
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GoGetter that has an active strike will not be able to view certain jobs, including Premium jobs and Helper jobs.
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GoGetter will be disqualified from all incentive programs (e.g. 5% Bonus Incentive Program and 8% Helper Job Bonus).
- GoGetter will be blocked from "Find jobs" for 3 days after being issued a strike for "No Show".
What happens if I received three strikes?
- If there comes a point where a user receives three strikes in total at one given time, we would need to remove them from GoGet for a month until further review. Through this we hope to maintain an overall quality within the community and ultimately minimise any negative impact on the ability for other GoGetters to earn on the platform. After the 1 month block, you will be able to re-apply as a GoGetter and get trained online via the GoGetter app. Note: You may re-apply as a GoGetter after receiving 3 strikes once in your lifetime as a GoGetter. You will be permanently banned from the GoGetter app if you received 3 strikes for the second time.
- System will automatically remove all jobs from GoGetter's "My Jobs" that has a start time of more than 3 hours from the time GoGetter received the third strike.
- GoGetter will be permanently banned from GoGet upon receiving the third "No Show" strike.
Comments
6 comments
Can i reactive my acc?
Please check my account
Please unblock me.i want do the job
I have completed my 20 job and its already more than 48 hours it's not removed and this is not fair as I can't get my regular job.... Are this is the rules Evan complete 20 jobs still have to wait... As I am not happy for give me strike and never. Give me a chance to explain and I submitted the report and by the time I completed 20 job but still not fixed... Thank you
Please activate my account,
Hi please remove 1 strike from my acc.thank you
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