Why have I received a penalty?

Please be aware that you may incur a penalty or fine if you intentionally misuse the minicabit platform or display poor operational performance for minicabit bookings. 

You can find a list of penalties for standard bookings in our Terms & Conditions.

We will contact you when we receive a complaint and you will need to either confirm acceptance of the complaint or provide sufficient evidence within the timescale indicated to you in the email. The types of evidence we can accept are listed below

• GPS tracking to confirm the driver arrived at the pick up/drop off point (if you are integrated, we strongly recommend using your dispatch system for the entire booking as this will include GPS)
• Photographic confirmation of the driver's arrival at the designated pick up point as per the booking. 
• Evidence that the driver contacted the customer.
• Photographic evidence of the vehicle or other issue encountered at the time of pick up or drop off.

If you do not send us evidence, any fine applied to the booking will remain. Likewise, without sufficient evidence, we may not be able to reverse fines. These may result in your removal from airport and/or VIP bookings.

You can see any fines imposed on bookings via Trip Issues which you can find on your dashboard.

From here, you can view your latest ratings by customers along with trends. 

We strongly recommend you monitor Trip Issues to understand where improvements in your service may be needed.