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Minimum Earning Guarantee
*We will not provide Minimum Earning Guarantee for riders whose accounts were activated after November 18, 2019.
We understand that stability is important for many riders, therefore we will be providing a Minimum Earning Guarantee for everyone who logs-in and works during all peak and super-peak hours:
- Monday to Friday – 12-2PM, and 7-9PM
- Saturday and Sunday – 12-2PM, 6-9PM
The Minimum Earning Guarantee will be [HK$75 per hour for all Scooter riders/$55 per hour for all Walkers and Cyclists] under the Distance-Based Fees payment system, given you have an acceptance rate of > 80%.
To ensure that you can receive the Minimum Earning Guarantee, for every session you booked you must be online for at least 75% of the time.
Session booked: 1:00-2:00pm
Minimum log-in time required: 60 minutes* 75% = 45 minutes
*You are only able to receive the incentive while you’re online and able to receive orders.
Find out everything you need to know about distance based fees
Take some time to read further about how this new distance based fee structure works and what it could mean for you.
Many riders and walkers in Hong Kong have told us that you want to be paid more for longer distances, and we agree.
Longer distance deliveries often take a longer time to complete. Giving you the choice to work on distance fees means that when you choose to do longer distances you get paid more for those deliveries.
This new fee system pays based on the distance and time that each delivery will take to complete.
You’ll now also see more details about every delivery. Before you accept any order, you’ll see:
- The full journey – including customer location
- The full fee – this will change for every delivery
- The option to accept or reject the delivery
You can access more details about the fee – such as, if it includes a surge – by clicking on the total fee in-app.
The shortest distance orders will see the lowest fees, rising significantly as the distance increases.
The lowest fee may change from day to day to ensure that you always make strong fees overall.
You will always clearly see the fee on offer for every order, so if you think it’s too low – you are free to reject it. Working with distance fees means that you can choose which orders to accept and which to reject.
No. The minimum delivery fee does not include additional incentives – such as weekend incentives which we sometimes offer to riders in Hong Kong. Referral fees are also not included. Additional incentives are clearly marked in your your invoices as “FEE ADJUSTMENT”. We’ll always communicate any additional incentives that you may be eligible to receive by email, SMS or through the roocommunity.
The calculation is based on a combination of the distance an order will travel, as well as the time we expect it may take to complete. This is calculated specifically to your area – because the time it takes to travel the same distance may be different across difference zones.
We believe it is fair to have a fee system that takes into account the full delivery:
Accepting the order + traveling to the restaurant + delivering to the customer
We suggest the route in app to help you find the customer. But it’s totally up to you which route you take – you’re the expert!
The fee for each delivery is calculated based on the distance as well as how long it is expected it will take you to complete the delivery safely. This fee will still stay the same – whether it takes you more or less time than we expected – however you are free to take your preferred route to complete the delivery.
The fee we offer for every order takes into account how long we expect it will take to complete the full order (from acceptance, to collection at the restaurant, travel to the customer and completing the delivery). This is based on a zone level to make it accurate in your area.
From time to time there may be some delays – but you should not be regularly kept waiting at restaurants. If a restaurant is making you wait too long, as a distance fee rider you can unassign from the delivery at any time in-app.
You can also report restaurants that regularly keep you waiting too long to rider support.
Yes. You are completely free to choose which deliveries you want to complete and which you would rather reject.
You can continue to track your earnings through the invoice you receive each pay period – which shows how much you have made on each day you’ve worked.
You can also track your fees in-app. The in-app My Earnings tool lists all of the deliveries you have completed and the fee for each one. My Earnings is available for all riders working with distance fees.
The delivery fee that you see before accepting an order is the full fee for completing that delivery.
The full fee is paid when you complete the delivery that you accept.
You can choose to reject or unassign from any order you are offered, however this means that you decline the fee offered. It is not possible to be paid for the pick-up only fee only if you choose to be unassigned from the delivery before it is completed.
*Same District (e.g. from HKCE to HKSW)*
If the new location belongs to the same district as the one you were first assigned to, you would still receive the stated fee (as shown on the initial screen) if you decide to deliver the food to the new address. If you decide not to deliver the order to the new address, you can send the food back to the restaurant. However, since the customer never received the order, you will not be paid for that order.
*Cross-District (e.g. from HKWC to HKMK)*
If the new location belongs to a different district than your assigned zone, you do not need to complete the order. Simply swipe “complete” on the order, and return the food to the restaurant. You will be paid what was shown on the initial screen.