Sometimes you may experience some issues while giving a walk. Here are the most common walk issues and what to do if they happen.
- Client made you feel unsafe or uncomfortable
- Client not ready
- Client not at starting point
- Wrong starting point location
- Walk ended too early
- Walk ended too late
- Unable to tap start walk or end walk
Client made you feel unsafe or uncomfortable
You have the right to decide if you feel uncomfortable walking with a Client. Your personal safety comes first.
If you ever arrive at a client for a walk and feel uncomfortable, please contact firstname.lastname@example.org as soon as possible. You may ask the client to cancel the walk, or cancel the walk if they won't.
Never decline a walk based on discriminatory reasons.
Client not ready
If a Client asks you to wait after you arrive to start their walk, let them know you'd be happy to if you want! The walk won't start until you press "start walk" on the People Walker app.
People Walker's cancellation fee policy only requires you to wait 15 minutes after the notification pops up that you have arrived. But you're welcome to wait as long as you think is necessary.
Client not at the starting point
If your Client isn't at the starting point when you arrive, we recommend waiting a minute or two, then giving then messaging them in the app. If your Client does not answer, wait a little longer until you can mark them as a no-show.
Wrong starting point location
Client messages you to start at a different location other than the one they submitted on the app. Protect yourself and help the People Walker community by educating clients about the proper use of People Walker. Here's what you can do:
- Ask the client to either meet you at the correct address or cancel, then re-request with the correct address. If that doesn’t work, you can wait and mark them as a no-show.
The walk ended too early
If this happens before you arrive at the starting point location, you'll only be able to message them but not meet them at the starting location. In addition, the client will be prompted to pay as if they took a walk.
Send us a message by contacting 'Contact Support' as soon as you can so we can refund the client accordingly.
If this happens after you pick up the client, ask the client to submit a rating for the first walk and send another walk request. Since they can choose a walker specifically within the app, it should be easy to request again.
Go on a walk as normal, and let them know that you'll reach out to Support. Send us a message by tapping 'Contact Support' below. Include the client's name, date of the walk, and we'll make sure they're taken care of.
The walk ended too late
If you forget to end a walk, the client is charged for any additional time.
In this situation, it's important you send us a message by tapping 'Contact Support' below so we can make sure the client is taken care of. Include the start of walk and end of walk location in your message.
Unable to start the walk or end walk
If your app is slow to respond, there are a few things you can do.
As a general rule, keep your phone charged and quit any unnecessary apps. Other apps can significantly slow down your phone when giving walks.
If your app is frozen, try these steps. You'll still be in your current walk even if you exit or uninstall the app.
- Force quit your app and reopen it
- Toggle airplane mode on and off
- Turn your phone off then on again
- Uninstall and reinstall the app