Compensation Policy for GoGetter from Poster

Claim Info & Procedures for Compensations

At GoGet, all users are required to be respectful and practice transparent communications at all times. Unfortunately, unforeseen circumstances occur from time to time on GoGet jobs. As a platform provider, we must protect the community that joins GoGet to earn money through honest hard work. It is our top priority to ensure that GoGetters are treated and compensated for their extra effort fairly due to unforeseen circumstances. 

Compensation Process:

1. There are 2 types of compensation process:
   a. Automated compensation via the app where you will receive in-app
       notification regarding the compensation
   
   b. Manual compensation process where GoGetter reports the incident in the app and GoGet will reach out to you
   
   
2.  For manual compensation process, GoGetter reports the incident in the app to seek compensation by providing details of the incident together with supporting evidence, which includes conversation records and photos of the items or incident.
   
   
3. GoGet Support team will investigate and clarify with you and/or a third party(s) involved in the issue within 48 working hours or 2 working days.
   
   
4. In the event of successful compensation claims, GoGet will inform you about the compensation via email to seek consent to proceed with the compensation by deducting your credit.

 Compensation Types:

1. Job cancellation

General rules: 

• Applies to all job types.
• For dispatch jobs, all cancellations made within 5 minutes of a GoGetter starting the job are free. You will be charged RM5 for cancellations if:
  
  
  
  • You cancel after 5 minutes of the GoGetter starting the job AND,
  • The GoGetter has started the job within an hour of the pick up time AND, 
  • The GoGetter is able to reach your item’s pick up location in a reasonable time based on our location tracking system.
    
    
• For Helper jobs, if a cancellation is made within 3 hours from the task start time after a GoGetter has claimed the job, you will be charged RM10.

• For Food/Shopping job, if you have acknowledged that the purchase is physically possible, compensation will be evaluated on a case-by-case basis in the event of any dispute. 
  • Once the job has been confirmed and the item has been purchased by GoGetter, no cancellations are allowed.
  • For “Location-Let GoGetter decide”, RM12 compensation fee will be charged if GoGetter has tried a maximum of 2 locations to purchase the item.

2. Extra distance due to change of address/ re-delivery/ return to pick up 

General Rules:

If GoGetter has not started the job, any location changes should be edited in the app before the GoGetter is on the way to pick up the item so that the new rate will be calculated automatically by the system.

If the change of location happens when GoGetter has reached the original drop off location, we will compensate the extra distance rate according to the different scenarios:

When there is a compensation request, distance is calculated based on the initial address written in the app between the new address for return/redelivery/extra delivery via Google Maps. The shortest route will be used if there are multiple routes suggested on Google Maps. If the job happens during peak hour, the distance will be based on forecast time stated in Google Maps. The GoGet team has the final decision and disputes on distance are not accepted.

Compensation rates are as below:

For more information:

i) Redelivery Policy for Posters
ii) Return Policy for Posters

3. Delays at pick up/drop off

General rules:

• This will be applied when there are changes, or delays in the delivery time due to:
  Request to change the pick up/ delivery time.
• The receiver is not at the pick up/ drop off location to give/ receive the item
• This is only applicable for dispatch jobs and applicable after 15 minutes grace period of stated pick up/ drop off time 

The rate is as below:
Any waiting time window *after* 15 minutes grace period = RM4

*Remarks: You can check delay-related compensation requests by GoGetter in the app. Click here to find out more about this feature.

Scenarios:
A. Delay at pick up 

1. When the GoGetter reaches the pick up location and proceeds with the job. Compensation on the waiting time will be calculated according to the above. This amount is compensated on top of the original GoGet fee once GoGetter proceeds and completes the job.
2. When the GoGetter reaches the pick up location and does not proceed with the job: Compensation for the waiting time will be calculated according to the rate above and RM 5 cancellation fee.

B. Delay at drop off 

1. When the GoGetter reached the drop off location: Compensation for the waiting time will be calculated according to the rate above. This amount is compensated on top of the original GoGet fee once GoGetter completes the job. 
2. When the GoGetter has waited at drop off location but has to return/send to a new location (as can’t wait any longer): Compensation for the waiting time will be calculated according to the rate above along with extra distance rates. 

4. Extra time for Helper jobs

General rules:
Kindly edit the job so that the job fee is adjusted based on the system. If the GoGetter has clocked in and clocked out extra hours, the system will also suggest additional fees based on the amount offered in the hourly rate. This is an extra amount paid on top of the original GoGet fee.

Terms and Conditions:

1. In the event that Poster has offered to compensate GoGetter but the GoGetter is not satisfied with the amount that was offered, GoGetter has the right to reject the amount and file a compensation claim instead. In the event that Poster had already compensated GoGetter, however, GoGetter still seeks extra compensation from GoGet admin as listed in the Compensation Policy, the claim will be rejected. 
2. GoGetter or Poster may be suspended from the GoGet platform if any act of dishonesty is discovered, such as creating false evidence. 
3. GoGet reserves the right to alter these Terms and Conditions at any time in its absolute discretion.