The following are sufficient cause for deactivation: poor quality; fraud; safety issues and discrimination.
Customers who use TekMe expect their techs to solve their technical problem and to be courteous and professional in the process. Delivering higher quality of the service causes more customers to order service, which in turn means more opportunities for techs to earn money. Poor service has the opposite effect over time.
There are several ways we measure driver quality, with the most important being Star Ratings and the Incomplete Jobs Rate:
After every service request, customers can rate the tech on a five-star scale and give feedback on their overall experience. Techs can see their current rating in their account.
Your rating is based on an average of the number of post-service stars customers gave you (from 1 to 5 stars), up to your last 50 rated service requests or the total number of requests you’ve serviced, if less than 50. The easiest way to keep your average rating high is to provide great service on every service request.
What leads to deactivation? There is a minimum average rating. We will alert you if your rating is approaching this limit. If your average rating falls below the minimum after multiple notifications, you will be deactivated. You may be reactivated on the platform after you provide proof of the steps you’ve taken to improve.
Incomplete Jobs Rate
An incomplete job is when a tech fails to complete the service they were paid to perform. This creates a poor customer experience and negatively affects other techs. We understand that there may be times when a tech is unable to complete the service, but minimizing the number of incomplete jobs is critical to making sure the demand from new customers remains high. Techs who have an average incomplete job rate of greater than 5% may face temporary or permanent deactivation.
Fraudulent activity undermines the trust on which TekMe is built. That’s why we are constantly on the lookout for fraud by Techs (and customers) who are gaming our systems.
What leads to deactivation? We will deactivate any account or accounts (including permanently) associated with fraudulent activity, which may include: Deliberately increasing the time or hardware/software charges of a service request; Copying or deleting any customer data unrelated to performing their service request; Accepting additional work from customers without charging the expense through the TekMe payment system; Creating false tech or customer accounts for fraudulent purposes of any kind; Claiming fraudulent fees or charges; and Intentionally creating or completing fraudulent or falsified service requests.
TekMe uses technology to keep customers and techs safe, for instance by GPS-tracking every service request and by employing a system of background checks of techs.
Actions that threaten the safety of techs and customers may be investigated and, if confirmed, will lead to permanent deactivation. As a precaution, after receiving a complaint we may temporarily deactivate a tech until the issue is resolved.
TekMe’s Community Guidelines
All users of the TekMe platform—both customers and techs—agree to abide by our Community Guidelines while using the app. These Guidelines create a shared standard of respect, accountability and common courtesy for everyone. TekMe may deactivate any tech who does not follow the Guidelines, by exhibiting, for example, violent or inappropriate behavior or using abusive language, or performing service while under the influence of drugs or alcohol.
Common Sense Courtesy
TekMe aims to create a community of techs who want to provide the highest level of service. In addition to providing a swift resolution of the service request, great service is a combination of promptness, professional appearance and manner, and a great attitude. Performance of service with this high level of respect for the customer will produce higher ratings, more customers and higher income for you.
Zero Tolerance for Drugs & Alcohol
TekMe does not tolerate the use of drugs or alcohol by techs while using the platform. Any tech found to be under the influence of drugs or alcohol while performing service requests will be permanently deactivated. TekMe may also deactivate a tech who receives several unconfirmed complaints of drug or alcohol use.
Compliance with the Law
We expect techs using the TekMe platform to act in compliance with all relevant state, federal and local laws governing private property and privacy at all times. TekMe may permanently deactivate a tech for any activity contrary to such laws.
Accurate Personal Information
The TekMe app is designed to give customers identifying information about techs like their name, profile picture, and experience, before the service begins. Inaccurate or outdated information can lead to mistrust among customers and can diminish their experience with TekMe. Therefore, we will deactivate a tech for activities such as providing TekMe with inaccurate information or allowing someone else to use his or her TekMe account to perform service.
All techs wanting to use the TekMe platform are required to undergo a pre-screening process including, but not limited to, motor vehicle record and criminal background checks to ensure safety and compliance with our criteria. Therefore, we will permanently deactivate a tech if an initial or subsequent screening uncovers a violation of TekMe’s safety standards or of other criteria required by local regulators.
To maintain the transparency and safety of the TekMe platform for all users, activities conducted outside of the monitored system of the TekMe —like anonymous service performance—are prohibited. Further, we will take action against a tech for activities such as harming the business or brand, like unauthorized use of TekMe’s trademark or intellectual property, or otherwise violating the techs’ agreement with TekMe, and soliciting payment of charges outside the TekMe system.
We do not tolerate discrimination on our platform.
It is unacceptable to refuse to provide services based on characteristics like a person’s race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant federal or state law. Actions like these will result in permanent deactivation.