REMINDER:

 

foodpanda will contact couriers with a reminder when their performance is being clearly impacted by high counts of non-compliant behaviours (as detailed below). The idea of this reminder is to inform couriers whose service quality is really far from the average and offer them a chance to improve.

 

ACCESS RESTRICTION:

 

If the reminded issue persists and the courier presents the same non-compliant behaviours, one may be access restricted. This action aims at protecting the overall high standard of the whole fleet and avoiding any break in service levels.

 

In any situation that requires foodpanda to immediately contact the courier and one does not answer the call after multiple attempts, one might be temporarily suspended until our team is able to reach the courier. In such cases, once the situation is clarified, the suspension shall be lifted immediately.

 

ACCOUNT TERMINATION:

 

For some extremely serious cases or repetitive behavior on the same offense(s), after reminding and suspending the courier, foodpanda may potentially take a further action that will lead to the termination of the courier’s account. These decisions are always taken after careful consideration of all information available to foodpanda and take into account the conditions outlined in these guidelines and in the independent contract agreement signed by the courier and foodpanda.

 

The reasons that may lead to the account termination immediately include, but are not limited to:

 

• Breaking any law(s) or committing any criminal offense(s) (e.g. harassment, bullying, violence, disorderly conduct, abusive and intimidating behaviours, and etc.);

• Forging or falsifying any document(s);

• Providing misleading information;

• Failing to verify the identity of the account owner;

• Sharing the rider app account with other people without previous consent from foodpanda;

• Being disrespectful to any customer(s), vendor(s) or foodpanda staff;

• Using a fake GPS application or using multiple devices to fake the GPS location while on shift;

• Contacting customer(s) privately;

• Disclosing customer’s private information;

• Frauding orders or placing unreasonable requests(s);

• Placing order(s) while on shift; and

• Cancelling a large number of orders without proper explanation.
   

By agreeing to provide services to foodpanda, it indicates your agreement to abide by the Service Guidelines. foodpanda reserves any right to withhold all services fees to you, at any time and no liability, if foodpanda discovers any fraudulent activities (whether actual or alleged).

AUTOMATED BREAKS:

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If the system recognizes some unusual and repetitive behavior that is seriously compromising the courier's daily performance, it will automatically put the courier on an automated break for a few minutes. It aims at avoiding a fast deterioration of the courier’s metrics when they are unexpectedly idle or have any emergency that prevents them from going on a break or logging off the app. The reasons that can lead to automated breaks are:

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• Accepting an order, but not moving towards pick up after an extended time

• No GPS signal after an extended time

• GPS location discrepancies

• Excessive self-redispatches in a given hour

• Missing a few consecutive orders in a given hour