We understand that precisely timing a pickup can be challenging, which is why we encourage Drivers to be early when possible. If you’re 1-2 minutes late because you were looking for parking, for example, that’s usually not an issue.
If an Order is picked up late because the Merchant was late in preparing the Order, this is not the responsibility of the Driver. That’s why it’s important to be at the Pickup Location on time and tap, “Not Ready,” if an Order is not ready by the Pickup Time.
However, if the Driver is late to the Pickup Location and the Merchant lodges a Dispute, the Driver may be held responsible for the Delivery Fee/Tip and/or the full cost of the order. Disputes are evaluated on a case-by-case basis.