In what case (s) can an account be suspended?

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Any behavior that harms the platform or its users may result in the temporary suspension of a driver account.

The driver can send his remarks related to his suspension to our support department.

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In what case (s) can an account be cancelled?

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An account can be cancelled, i.e. permanently suspended from the application, in two cases:

- the repetition of behaviors that led to temporary suspensions,

- a serious case: an assault, robbery, with filing a complaint.

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What to do in the event of a permanent suspension?

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A permanently suspended driver can contact us via online support. If he is eligible for the reactivation committee, a member of the team will tell him how to register. This request can be made as soon as the permanent suspension occurs, but there is a minimum period of 5 months to be observed before being eligible for committee membership.

The reactivation committees take place in the presence of at least two representatives from different VTC unions, as well as two members of the Heetch team. Here it is the list of trade union organizations recognized as representative for the VTC activities sector. 

Before joining the committee, the driver is invited to express, by written testimony, his motivations for being reactivated on the platform.

A decision based on his history and testimony was taken by the committee. The driver is immediately informed.

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