DC FAQ — Relayops

Thanks for your interest in Delivering with Relay DC!

New Couriers

I am all signed up now what?
Make sure your banking information is updated and be sure to reserve a time slot that you wish to work.

Where will deliveries originate from and end?
Relay operates within the downtown DC area, none of our deliveries will take you outside of this operating zone.

How far are the deliveries?
You will have trips of varying distance but all within 3.5 miles.

I don't need rest and I want to work 24 hours can I?
You are allotted up to 38 hours every week to use how you wish within our operating hours. Relay operates from 10 AM - 10:30 PM at the moment so be sure to get that rest in.

Payments

What is your pay cycle?
The Relay week goes from Thursday - Wednesday, you get paid out the following Tuesday

How much do I get paid?
You are paid a City base + Tips/discretionary per order bonuses = Total pay

I hear that I am guaranteed a minimum hourly earning?
Yes we guarantee you a minimum hourly rate, what this means is that after an hour if you have not earned more than the guaranteed hourly minimum after tips and bonus we top you up the difference. This bonus is applied on Thursday once your work week has been completed.

What if I make more than the minimum?
If you make more than the minimum then no top up is necessary.

Reservations

Why do I need to book a reservation?
By booking a reservation this ensures that you are guaranteed to be able to go online as well as a fair distribution of jobs.

What is the difference between booking for Downtown East/West, Columbia Heights and Capitol hill?
Relay operates in four zones Downtown east/west, columbia heights and Capitol Hill, depending on where you reserved is where you will need to be in order to “Start Working”

Columbia heights in Blue,
Downtown west in orange,
Downtown east in red
And Capitol hill in purple

How come I can sometimes go online despite not having a reservation?
When Relay is busy and you are within the zone the system will allow you online temporarily to earn. This exception is temporary and once demand dies down you will be logged out without a reservation.

Is there a grace period from when my shift starts and when I am able to log on?
Yes, you typically have a short grace period (10 minutes) from your reservation start but we strongly urge you to be on time in order to avoid being locked out and losing your whole reservation block.

I can lose my reservation block?
Yes, if you miss the start time for your reservation the whole block will be cancelled. Because of this we strongly suggest you reserve time in blocks with a half hour break in between to avoid this. You will also lose your reservation if you leave your reservation area without an assigned order.

Misc. Questions

What could lead me to losing Relay access?
Any activities deemed to be abuse of the platform will result in loss of platform access. This includes but is not limited to: taking longer than the industry standard to arrive at restaurant partners or dropping off orders, being reported for having a negative encounter with a restaurant or one of their customers, etc.
Why am I not receiving orders?
First of all, make sure you’re connected and logged in! If you’re still not receiving orders, it could be because you’re too far from your reserved area. We recommend logging in there and riding back there after completing deliveries! It’s also possible that it’s just slow while you’re logged in. Try working during our rush hours (11am-2pm and 6pm-10pm) instead. Picking up and delivering orders is the only way to maximize your earnings.
Where can I download the Relay app again?
Right here!

Have additional questions? Message in-app support once you’re activated and we’ll be happy to help out. Good luck out there!

Working

Will the jobs just come into the app?
When there is a delivery you will be notified in-app, just tap to accept and follow the in-app instructions.
I have attempted a delivery and was unable to deliver the food. What should I do?
First thing is to always call the customer>check for special instructions>call the restaurant.
If all else fails, reach out to our in-app support for additional assistance.
What if it has been a while and I have not received a job?
There will be downtime as well as busy times but remember that busy or not we will still pay you that hourly minimum.

Thanks for your interest in Delivering with Relay DC!

New Couriers

I am all signed up now what?

Make sure your banking information is updated and be sure to reserve a time slot that you wish to work.

Where will deliveries originate from and end?

Relay operates within the downtown DC area, none of our deliveries will take you outside of this operating zone.

How far are the deliveries?

You will have trips of varying distance but all within 3.5 miles.

I don't need rest and I want to work 24 hours can I?

You are allotted up to 38 hours every week to use how you wish within our operating hours. Relay operates from 10 AM - 10:30 PM at the moment so be sure to get that rest in.

Payments

What is your pay cycle?

The Relay week goes from Thursday - Wednesday, you get paid out the following Tuesday

How much do I get paid?

You are paid a City base + Tips/discretionary per order bonuses = Total pay

I hear that I am guaranteed a minimum hourly earning?

Yes we guarantee you a minimum hourly rate, what this means is that after an hour if you have not earned more than the guaranteed hourly minimum after tips and bonus we top you up the difference. This bonus is applied on Thursday once your work week has been completed.

What if I make more than the minimum?

If you make more than the minimum then no top up is necessary.

Reservations

Why do I need to book a reservation?

By booking a reservation this ensures that you are guaranteed to be able to go online as well as a fair distribution of jobs.

What is the difference between booking for Downtown East/West, Columbia Heights and Capitol hill?

Relay operates in four zones Downtown east/west, columbia heights and Capitol Hill, depending on where you reserved is where you will need to be in order to “Start Working”

How come I can sometimes go online despite not having a reservation?

When Relay is busy and you are within the zone the system will allow you online temporarily to earn. This exception is temporary and once demand dies down you will be logged out without a reservation.

Is there a grace period from when my shift starts and when I am able to log on?

Yes, you typically have a short grace period (10 minutes) from your reservation start but we strongly urge you to be on time in order to avoid being locked out and losing your whole reservation block.

I can lose my reservation block?

Yes, if you miss the start time for your reservation the whole block will be cancelled. Because of this we strongly suggest you reserve time in blocks with a half hour break in between to avoid this. You will also lose your reservation if you leave your reservation area without an assigned order.

Misc. Questions

What could lead me to losing Relay access?

Why am I not receiving orders?

Where can I download the Relay app again?

Right here!

Have additional questions? Message in-app support once you’re activated and we’ll be happy to help out. Good luck out there!

Working

Will the jobs just come into the app?

When there is a delivery you will be notified in-app, just tap to accept and follow the in-app instructions.

I have attempted a delivery and was unable to deliver the food. What should I do?

First thing is to always call the customer>check for special instructions>call the restaurant.

If all else fails, reach out to our in-app support for additional assistance.

What if it has been a while and I have not received a job?

There will be downtime as well as busy times but remember that busy or not we will still pay you that hourly minimum.