Monochrome Agent Guide

This Guide will Explain the following Contents:

1.0 Lost property

2.0 Complaints

3.0 Payments & Monochrome Fees

4.0 Cancellations

5.0 Safety features

6.0 Change my personals or vehicle details

7.0 Authorized zones and hotspots

8.0 How to use the agent app and basic functionalities

10.0 FAQs

 


1.0 Lost Property

General good practice among agents is to check your vehicle after every journey to ensure that no personal belongings are left behind by the rider. If a rider forgets a personal belonging in your vehicle, you must report the item to Monochrome as soon as possible. This can be completed by emailing us through the following link www.monochromecompany.com/agent-report-lost-property>>> We will then arrange for a pick up of the item.

 

2.0 Complaints

At Monochrome, we would like all agents and riders to maintain a good working relationship. We have created the option for Riders to be rated by Agents and Agents to also rate Riders. Following any complaints or low ratings, an investigation will take place. This will be only to maintain good working relations amongst Agents and Riders. A review will take place if your rating falls below the minimum standard which will be the average rating compared with other agents. If you feel that a rating was given to you unfairly, please let us know here>>>

3.0 Payments & Monochrome Fees

Monochrome Fees are chargeable to monochrome agents. This will be at a rate of 15-20% (depending on your city) of all fares. Some riders may decide to pay by card payments. In this case we will take the payment on your behalf through our in app payment gateway. Some customers may decide to pay you directly by cash. 

All payments by cash are still subject to monochrome fees, therefore all payments made to Monochrome must be paid by the next available Monday to:

UNITED KINGDOM

Monochrome Convoy

  • Barclays Bank

  • Sort code 20-89-15

  • Account Number 83769631

NIGERIA

Monochrome Convoy

  • Union Bank

  • Account Number 0114704206

However, in the case of card payments from riders supersede the amount of fares paid by cash, Monochrome will simply subtract all fares via cash and payout the amount owed to the agent. 

Monochrome will release all payments/fares made from Riders collected on behalf of Agents on specific days of the year. You can find these dates here>>>

4.0 Cancellations

Riders have the right to cancel a booking that they do no longer need. The cancellation process comes with a charge. This charge only applies if the agent has been on the way to the Rider for more than 5 minutes or has already arrived at the pick up point. However, there are many reasons why a Rider may cancel, one of these reasons may be that the time the ride was requested and the arrival time of the agent, was different... etc. We allow Riders to appeal cancellation charges and so if we feel they have strong grounds for appeal, a cancellation charge will not apply. Please note that the above bookings apply for on-demand bookings made for an immediate pick up. All other pre-bookings made more than 30 mins in advance can be cancelled however we may charge the rider a service cancellation fee which are not paid to agents. To appeal a rating, cancellation charge or payment, you can do so here>>>

5.0 Safety Features

The Monochrome App has a safety feature, Emergency SOS. This will mean that a Rider will be able to call for help to our Administrator if they are in any immediate danger. We will in any case, call the police or the emergency services if needed.

6.0 Change my personal or vehicle details

If at any time you may need to change your personal or vehicle details, you can do so here on our website. you can access this page externally at www.monochromecompany.com/change-details. We aim to get these details changed within 48 hours after submission.

7.0 Authorized zones and hotspots

At Monochrome, we have authorized zones which agents are able to pick up riders. If you are ‘off-duty’ and outside the authorized area, the system will not allow you to go online until you are inside the authorized zone. As time goes on, you may start to learn the boundaries of the zones we service.

Hotspots are places or areas which have a high rate of pickups. You can find out where your hotspots are for your city here>>>

8.0 How to use the agent app and basic functionalities

The agent app has many functionalities. Most of its fuctions and how to use use certain functions are explained in our how to guide>>>

10.0 Frequently asked questions

See more FAQs here>>>

Q: How is the commission?A: Monochrome’s commission rate is at 15%-20% depending on your city. This is not an introductory rate. Our business is based on low commission and high levels of service.

Q: How do I get paid?A: Clients pay you via Cash or Monochrome mobile payments. We pay out to your bank account every fortnight or weekly (Depending on your city).

Q: I’ve never heard of you, are you a proper company?A: Yes, we are a licensed operator and have focused on pre-bookings in the past. However, we have now added our on-demand service. We are currently in London and we plan on expanding far and wide nationally and internationally.

Q: How long does it take to sign up?A: Submitting your information takes just 5 minutes. We can accept your application remotely once you provide us with all the necessary documents.

Q: How do I use the app?A: Our city teams suggest you a budget Android smartphone that you can buy or finance.

Q: What cars do you accept?A: Our city teams can advice you on vehicles that are accepted on our platform. Car types vary from city to city.

Q: How do I know when I get a new job?A:You will get a notification in your driver app notifying you of the new task. You may accept it within 30 seconds , however, if another driver accepts it quicker than you, then he/she will take it.

Q: How do I know if a customer is paying by cash or card?A:In some cases, it will tell you when the notification comes in. In other scenario’s, you will see this in the menu when the ride has completed.