You may be eligible for compensation if your driver account has mistakenly been blocked for more than 3 days.
- Eligibility conditions for compensation
- Compensation amount and duration
- How and when to claim compensation
Eligibility conditions for compensation
You are eligible for compensation, intended to offset the time your Bolt account was suspended, when all of the following conditions are met:
- Your Bolt account has been suspended as a precautionary measure for a period of more than 72 hours (i.e. 3 days)
- Following the examination of your file by one of our agents, Bolt has decided to re-establish access to your Bolt account
- The suspension was caused by a manifest error on Bolt's part regarding the reason(s) cited.
The manifest error corresponds to the situation where Bolt proceeded to suspend your account without reason to suspect any breach that might justify the termination of your Bolt account for the following reasons:
- As a precautionary measure for suspected account lending
- For suspension for compliance in the event of expired or invalid mandatory documents
Compensation amount and duration
The daily amount of compensation is equal to the average daily income you have earned as a VTC driver (as defined in article R. 1326-4 of the French Transportation Code) over the 12 weeks preceding the suspension.
Compensation is due for each day of suspension, starting on the 4th day of suspension and up to a maximum of 30 calendar days per precautionary suspension.
For example, if you had a total income of €16,800 over the 12 full weeks prior to the suspension, your average daily earnings would be calculated as €16,800/(12x7) = €200/day, minus the service fee applicable in your city. In this example, if the commission applicable in the city where you do business is 20% and your account has been suspended for 5 days, you could receive 320€ (5-3)x(200-200x20%).
How and when to claim compensation
You have 5 days following the decision to block your Bolt account to submit a claim for compensation. Any request made after this deadline will not be taken into account.
Following the lifting of the suspension of your Bolt account, please complete this form ↗ to claim your compensation.
Following your request, Bolt will reply by email to inform you of the decision within 30 days. If you're eligible for compensation, this will be paid to the bank account indicated in your Bolt account within 4 weeks. If you're attached to a fleet, the transfer will be sent to your fleet manager's account.
If you use this form while your Bolt account is suspended legitimately, your request is inadmissible and will not be processed.
