App holding back your pay? Ask for the reasons in writing.

What usually happens

Couriers and drivers usually see that a payout is on hold, that the balance is frozen, or that earnings were taken back, with a general reason like fraud or a policy breach.

What you can ask the app for

• A review by a person. When a decision is taken solely or decisively by an automated system and it affects you this much, you can ask for a person to look at it, give your side and contest it (GDPR Article 22).
• Your data and how the decision was made. A copy of the data held about you, such as trips, ratings, flags and notes, and meaningful information about the logic of the decision (GDPR Article 15).
• An answer within one month. Two more months for a complex request, but they must tell you so (GDPR Article 12).
• The reasons in writing, within two weeks, in countries where the new EU rules for platform work are in force. Your letters cite them only there.

Where a complaint goes

If the app ignores your data request, the complaint goes to the data protection authority where you live. It's free.

How the pack helps

You answer a few questions. We check your case before you pay and email you within 1 working day. For €19 you get four letters filled in for your case with the app: a review request, a data request, a follow-up and a complaint to the data protection authority. Plus one page with where to send each letter and the dates to keep. You send them yourself.

See what's in the pack or download a shortened sample (PDF).

Before you start

• Save screenshots of the message and of every reply you get.
• Keep everything in writing. A phone call leaves no record.
• If someone else used your account, we can't help. Sharing an account breaks every app's rules.

We can't promise the app will change its decision. Appeal My Gig is a document service, not a law firm, and is not connected to the app. This page is general information, not legal advice.