Lateness Based Violations Explained
At DoorDash, we strive to provide the best experience to all audiences on our platform, which includes ensuring that customers know when their orders will be delivered and that they receive their orders on time. Per their Independent Contractor Agreement, Dashers agree to complete deliveries in a safe and timely fashion.
Dashers who repeatedly arrive at the merchant or customer significantly after estimated arrival times are eligible for deactivation, as noted in our updated Service Provider Platform Access Policy. At this time, one contract violation for lateness does not constitute grounds for deactivation.
A delivery is considered late when the amount of time taken to travel to the merchant and/or to the customer (e.g., 20 minutes) exceeds the estimated time, taking into account factors outside of your control (e.g., wait time at merchant). It is NOT based on the suggested arrival times in the app (e.g., 1:00PM).
Frequently Asked Questions
Q: How does this work?
A: We use Google maps to calculate how long each delivery should take, taking into account reasonable and safe travel times and real-time traffic conditions. We also take into account your chosen transportation type (i.e., car, bike or scooter). Learn more about vehicle types, including how to update yours, here.
Take, for example, that our estimates indicate that it should take 20 minutes for the Dasher to arrive at the merchant and another 20 minutes to arrive at the customer based on real-time conditions. A Dasher accepts the delivery opportunity at 5:00PM, and the app indicates that the Dasher should arrive at the merchant by 5:20PM and at the customer by 5:40PM.
The order will not be considered late if the Dasher arrives at the merchant by 5:30PM and the customer by 5:50PM.
Wait time at the Merchant during pickup does not count against Dashers because calculations are based on estimated travel time. Late orders due to batching (i.e., multiple stacked orders), DoorDash system outages, or other extenuating circumstances are not considered contract violations and are also excluded from this process.
If you need to report an emergency during delivery, please follow the instructions here.
Q: How do I know if I have received a lateness contract violation?
A: Please note that the On-time or Early rating found in the Ratings section is not used for deactivations and is available only for your reference.
If you receive a lateness contract violation, it will appear in the Ratings section of the Dasher app.
Q: Am I going to be deactivated?
A: At this time, one contract violation for lateness does not constitute grounds for deactivation. However, multiple lateness violations could lead to deactivation.
Q: I was deactivated for Extreme Lateness. How can I appeal?
A: As with all deactivations, deactivations based on extreme lateness are permanent. If you are deactivated and you believe you have been wrongly deactivated, your deactivation email will include details regarding how you can appeal. Please note that you may not appeal via contacting Dasher Support, but rather only by the link in the email.
Q: Will lateness contract violations impact my Dasher pay?
A: No. Violations will not impact earnings in any way.
Q: If I am notified about a lateness violation in the Dasher app, will it impact my customer ratings, my status as Top Dasher, my ability to do Drive orders, or my ability to use Dasher app features?
A: No, none of these are affected by lateness contract violations. Your rating will not be impacted, you will retain any existing status (Top Dasher, Drive), and you will keep access to features (Fast Pay, scheduling, Dash Now) as normal.
Q: How can I avoid committing a lateness violation?
A: You can Pause a Dash if you need to take a break, or decline any delivery offered to you if you’re unable to complete the delivery in a timely fashion. Remember that wait time at merchant pickup does NOT count toward lateness. It is based on travel time. See the calculation method above.
Q: Can I provide more details to DoorDash to prevent a contract violation or explain one that I already received?
A: You can provide additional details if you have a contract violation for an extremely late delivery showing up in your Dasher app. Please navigate to the Rating tab, and click on the Contract Violations section. Click on the late delivery and then click Provide Additional Details. You will be able to give more details about the delivery. At this time, your feedback will be reviewed if you are deactivated from the platform for lateness and if you appeal the deactivation.
