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How does Street Stream recruit its couriers?
Couriers have to register to work with Street Stream via the app or website. Each individual is vetted by the Street Stream team and will not be able to respond to jobs until they have been approved. The app also allows you to rate individual couriers to help other users make the most informed choice when booking a job.
I want to deliver valuable goods. Does Street Stream have goods-in-transit insurance?
As standard, Street Stream accepts liability for £100 for the total of the goods-in-transit and the cost of the transport. Please see the terms and conditions for more details. If your package is worth more than this, then for a range of fees we will accept liability in increments up to £5000. However, certain items are excluded: please see the terms and conditions and the website booking form for more details.
Is Street Stream operational 24/7?
In theory, yes. Street Stream couriers can pick and choose their own hours as they are all self-employed. Even when off duty, they have the ability to monitor available jobs. However, there will obviously be more couriers on duty during "normal" working hours than the early hours of the morning.
What is the largest size of package a Street Stream courier can carry?
Like your parcels, Street Stream couriers come in all shapes and sizes, from foot messengers and bicycle messengers through to motorbikes and vans for larger jobs. Please be as accurate as you can when describing the weight and dimensions of your parcel as it will help Street Stream find the best courier for your job.
How heavy can the parcel be?
There are limits to the weights that can be carried on smaller vehicles, please see the parcel guidelines on the Street Stream website. Larger items should be able to be lifted safely by one person.
I'm not able to weigh or measure my parcel. How can I be sure the courier will be able to take it?
If you are unable to weigh or measure your parcel, it is safer to overestimate the weight and dimensions as this will minimise the risk of hiring a courier who is unable to accept the package (and landing you with a cancelation charge) . Street Stream allows users to enter a brief note about the job so it is worthwhile stating if the package is particularly heavy or awkward to carry.
Can I specify a bicycle, motorbike or van courier?
No, Street Stream will do that for you automatically. Generally short journeys of light packages or letters will be transported by bicycle or on foot. Longer journeys will require a motorbike. Large items will require a van. Based on the item dimensions, weight and the distance travelled Street Stream will find appropriate couriers.
Will Street Stream couriers carry ID? How will I be able to identify my courier?
When you accept a delivery quote, Street Stream will send you the name, mobile phone number, a photo of the courier, and the Street Stream ID number of the courier who will pick up your parcel. Do not give your parcel to anyone else.
How long will the courier wait on arrival?
Please have you package ready for the courier when he/she arrives if possible. The courier is not obliged to wait on arrival at the pick up point for more than 15 minutes. If longer than this the courier has the right to leave and the job will be declared "cancelled on arrival" leaving you with a cancellation charge.
Can I cancel or amend a job after accepting a quote? Is there a cancellation fee?
If you cancel the job before you have accepted a quote from the courier, there is no cancellation fee. However, if you cancel after you have accepted a courier’s quote and entered payment then you will be charged a cancellation-on-arrival charge to pay for the courier’s time.
Can I contact the courier en route?
Yes, you will be able to message the courier or if necessary call him on his/her mobile. Please be aware that they may not be able to answer straight away as they may be in very busy traffic.
The courier has picked up the package and is en route but I now have to change the delivery address. What should I do?
It is possible to change the delivery address (assuming the courier has not already dropped it off at the old one). However, you will be liable for a surcharge to do this. In order to do this, under the job details under Active Jobs, at the bottom you will see buttons for "Request Redelivery" or "Return to Sender". Please click the appropriate button.
What happens if the courier is injured or something happens to the package en route?
Street Stream has a dedicated helpline for its couriers. Should something happen en route and the courier cannot complete the delivery, Street Stream will arrange for the package to be picked up and delivered by another courier for no extra cost.
I like this courier, can I make sure I get him/her again?
Street Stream couriers are not obliged to respond to every job and will make their decision based on their location and current workload. However, if you are impressed with a particular courier’s service, be sure to leave them a positive review via the app or the website. You can sort quotes from couriers according to their ratings. You can also mark a courier as a "favourite". This will be highlighted if one of your favourites accepts a job in future.
I’ve signed for the package, the courier has left and I’ve just discovered that the package is damaged/incomplete. What do I do?
Please get in touch with us on [email protected] or 020 7117 2540.
Are my financial details stored anywhere within the app or on the website?
No. No credit card details or any other financial details are stored on our servers. Payment details are stored by Stripe who have the highest levels of security.
Are there any restricted items that cannot be delivered via Street Stream?
Yes. Please see the terms and conditions and the website for more details.
Can I leave feedback?
The app and the website have a section to leave feedback on both the courier and on Street Stream as a platform.
What the advantages of signing up for Street Stream?
You can truly work for yourself:
Will I be employed by Street Stream?
No. You will be self-employed.
How do I become a Street Stream courier?
How long does the vetting process take?
We will try and keep the turnaround to less than two weeks assuming we get all IDs straight away and there are no problems with the criminal records check.
Is there a contract?
Not as such, but you will have to agree to the terms and conditions.
Do I need t supply my own bike or vehicle and other equipment?
Yes.
What type of phone do I need?
At the moment the Street Stream courier app works on iPhones 4 and above using iOS 7 and above.
Do I need goods-in-transit insurance?
No, this will be sorted out by Street Stream.
Do I need public liability insurance?
It is preferable to have public liability insurance to protect you from being sued in the event that you injure a member of the public. We can arrange this for you for a very reasonable rate.
Do I need to have had prior experience as a courier?
No, it is not essential but you are expected to know your way around.
I am already a messenger for a courier firm. Can I be a member of Street Stream too?
From Street Stream’s point of view there is no reason you cannot do this but you should check with your existing employer. There is nothing stopping you doing some extra work out of your normal hours or normal days on the Street Stream platform.
I am a courier firm. Can I use Street Stream?
Yes. You can use Street Stream to pick up extra point to point work to complement your contract work.
Is there a controller?
No, there is no controller. You are your own controller – it is up to you to pick your jobs, choose routes, stay on top of how much capacity you have in your bag or vehicle etc.
If there is no controller, how are "runs" created?
The app will alert nearby couriers to immediate jobs based on your current location. Pre-booked jobs can also be accepted in such a way to line up runs.
Am I obliged to accept jobs?
No, if it is not convenient you do not have to.
I'm on a bicycle, how do I mount my phone to my bike?
There are a number of phone mounts on the market. The best ones are waterproof but also finger-sensitive so that you can use the phone through the rainproof cover.
What about battery life?
We have tried to make the app as battery-efficient as possible. However, we would advise you to carry a good battery booster if you plan to work long hours and won’t have an opportunity to recharge your phone at the mains.
How do I get paid?
As part of the registration process you set up a Stripe account which is linked to your bank account. Payment should come within 24 hours.
Can I change my rates?
You can change your rates when off duty. You cannot change rates in the middle of a job. Changing rates is simple to do on the app.
Can I change my hours?
You can change your default hours on the app at any time. You can also change from being on-duty to off-duty and back again at the flick of switch.
Can I set or change the area I cover?
Yes, when you set up the app you can select which areas you want to serve. There is nothing to stop you changing this – either by adding or deleting areas.
How do I get proof of delivery?
On delivery there is a button to allow for a finger signature from the receiving customer.
What if I have accepted a job but it is no longer convenient?
Unfortunately, if you agreed to a job you are committed to carrying it through except in the case of an accident in which case you should contact the courier helpline.
What happens if I have an accident and can’t complete a job?
Please call us or get someone else to call us on 020 7117 2540 and we will arrange for a courier to pick up from you and finish the job.
What happens if the customer cancels the job?
If the customer cancels the job after having accepted your quote you are entitled to a "cancellation on arrival" charge which is 50% of the original job price.
How long do I have to wait at pickup?
We encourage customers to have the package ready for your arrival but that might not always be possible. You are obliged to wait up to 15 minutes on arrival at the pickup point. After 15 minutes, you have no obligation to stay and the customer will be charged the "cancellation on arrival" charge.
What happens if the parcel if much bigger or heavier than the customer’s description?
If it is slightly bigger or slightly heavier and you can carry it we would encourage you to take it, knowing that half the time the opposite will be the case. However, if it is grossly different to the customer’s description and there is just no way of transporting it safely, you are entitled to refuse and the customer will be charged a cancellation-on-arrival charge and will have to re-submit the job with more accurate dimensions.
What happens if there is a problem at the drop off such as no access at the destination address?
You will be able to contact the customer and make alternative arrangements. If you mutually decided to redeliver to another address or the same address later you will be entitled to an extra 100% of the original fee. Similarly if you decide mutually to return to sender again you will entitled to 100% of the original fee. But please contact the deliver contact and/or the customer before resorting to any of these options.
What are rush jobs?
A rush job is a job that must take priority over all others and must be executed before any other jobs are picked up and collected. You can charge a different fee for this service.
Do I have to offer a rush service?
No. You may decide it is more trouble than it is worth but you may be giving up some lucrative work.
Can I do jobs for cash?
No. Any job that is posted and accepted through Street Stream will automatically be deducted from the customer’s account and paid to you. You can’t then ask for cash. However, since you work for yourself there is nothing to stop you doing work outside of the Street Stream platform but we hope that Street Stream will offer you a much more convenient way of finding work. Your payments via Stripe will come through within 24 hours.
What is Kerbi?
Kerbi is our sister product. Visit kerbi.uk for more details. It is an app for cyclists who need help changing or patching an inner tube. You will be able to see Kerbi jobs through the Street Stream platform. You are free to offer this service if you like – or not. It is a service that offers you the chance to make some extra income, particularly during the commuting rush hours which are typically quiet times for courier work. All you need to do is click the switch on the app to say you offer this service and carry some spare inner tubes in common sizes.
Do I have to offer a Kerbi service?
No. It is optional.
Can I just offer the Kerbi service but not Street Stream deliveries?
Absolutely, if this is what you want to do.
Can't see your question? Contact us on [email protected]