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New Tiered Loyalty-Based Service Fee program Johannesburg and Pretoria

01 August 2018 / South Africa

We’re excited to be piloting a new Tiered Service Fee program, which will be in place from 2 August 2018 – 31 October 2018.

What is the Tiered Service Fee program?

This is an initiative that aims to recognise driver-partner loyalty by offering reduced service fees to those drivers who have done a high number of lifetime trips and have a high rating. Depending on their trips and ratings, drivers can qualify for a service fee reduction from 25% to either 22.5% or 20%.

How will this work?

On the 1st day of each month, we will look at each driver’s number of lifetime trips and ratings, and determine which service fee tier they qualify for based on the below rules. In addition, drivers will need to complete a minimum number of trips each month to qualify for the lower service fee in the next month.

uberX Tiered Service Fee conditions

Tier	Service Fee	Minimum Lifetime Trips	Minimum Rating	Monthly Completed Trips
Blue	25%	less than 1499	4.75 or below	less than 150
Silver	22.5%	1500	4.75+	150
Gold	20%	7000	4.75+	150

UberBlack Tiered Service Fee conditions

Tier	Service Fee	Minimum Lifetime Trips	Minimum Rating	Monthly Minimum Trips
Blue	25%	Less than 1499	Below 4.75	Less than 50
Silver	22.5%	1500	4.75+	At least 50
Gold	20%	5000	4.75+	At least 50

Frequently asked questions:

What is a Tiered Service Fee (TSF)?
The Tiered Service Fee (TSF) is our way of showing our appreciation for the support and efforts of long-standing driver-partners on the Uber platform by offering a discounted service fee. The TSF takes into account a driver’s rating and their lifetime trips on the Uber platform and places them into one of three tiers: Bronze, Silver or Gold.
What are the discounts by tier?
Driver-partners in our Gold Tier will be rewarded with a 20% service fee while driver-partners in our Silver Tier will be offered a 22.5% service fee. Driver-partners in our Bronze Tier will remain at a 25% service fee. Discounts are subject to change on a monthly basis.
How can I find out what tier I am in and what I need to do to move to the next tier?
Your tier will be communicated to you at the beginning of the month along with communication on a weekly basis to remind you of your tier.
I think there was an error when you calculated what service fee I qualify for.
The service fee percentage you qualify for was based on your lifetime completed trips on 31 July 00:00:00, as well as your rating, displayed in-app at that time. All service fee decisions are final and will be re-evaluated on 1 September 2018 based on your rating, your monthly completed trips, as well as your lifetime, completed trips.
How often will I be eligible to qualify for a lower service fee percentage?
This change will happen once a month on the first day of each month. This means, the next change will happen on 1 September 2018 and will be communicated to all driver-partners
I own or drive a vehicle that qualifies for the 20% service fee. How will Tiered service fee impact me?
The service fee of 20% on your vehicles will take precedence over the Tiered Service Fee. This means that if you, as a driver, qualify for a 25% service fee, but your vehicle is a legacy vehicle, then you will still qualify for a 20% service fee like before.
Is this a permanent change to the service fee?
We are piloting the tiered service fee for 3 months. It will remain in place until 31 October 2018.
When will I be upgraded to my new tier?
Upgrades will generally happen on a monthly basis, with upgrades (or downgrades) taking place before the 4th of the month.
Can I ever be downgraded a tier?
Yes, if you do not meet the monthly minimum trips threshold or your rating falls below the required threshold, you may be downgraded.
Will the thresholds stay the same?
The requirements, as well as the discounts, are subject to change. We will update you of any changes to this pilot.
What happens if I reach the requirements for my new tier mid way through the month?
Changes to tiers will only happen once a month at the beginning of the month