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The courier fully adheres to all applicable traffic laws and regulations while performing delivery duties, including adherence to set speeds, traffic signals, and vehicle routes. Using a phone while driving in a way that jeopardizes safety is strictly prohibited, and safe means (such as stopping safely) must be used when necessary. The Courier shall be solely responsible for any traffic violations, accidents or damages related to his driving, conduct, condition of his vehicle or negligence. The courier is obligated to ensure that his license is valid, that the vehicle is insured, and that he inspects the safety of the tyres, brakes and lighting to ensure safe driving. Adheres to using the necessary personal safety equipment (helmet, reflector, etc.) according to the type of vehicle and regulations requirements. The platform is not responsible for any fines, violations, or damages incurred by the courier as a result of violating the regulations, negligence, or unsafe driving. The courier is obligated to avoid any behavior that endangers the lives of others, and this is considered a serious violation that leads to suspension. The courier is obligated to behave with complete respect in public places during delivery and not to raise any security or social problems. The platform has the right to temporarily suspend the account upon suspicion of repeated violations or receiving reliable reports of reckless driving. The courier acknowledges that safety takes precedence over speed, and that any delay due to safety compliance is acceptable compared to the risk.
The courier is committed to executing the orders as they are recorded within the application without modifying, circumventing, or changing the path for personal purposes. It is prohibited to tamper with the order status within the system (received/delivered/delayed) or recording “Delivered” without actual and confirmed delivery. The courier is prohibited from opening packages, eating any part of the order, or tampering with its contents under any circumstances. The courier is obligated to keep the order in good condition during transportation and avoid placing it in places where it will be exposed to excessive heat, spillage, or damage. The courier is obligated to verify the order number and the validity of the receipt from the merchant according to the platform’s mechanism, and not to receive an inconsistent or incomplete order without documentation. In the event that there is an obvious shortage upon receipt, the courier must inform the platform through the official channels within the system before leaving the store. It is prohibited to request “additional fees” from the customer or merchant outside the system, and any amounts must be documented and declared within the platform. Any false claim, misleading reports, or attempt to hold others responsible for the courier’s errors is a serious violation. The courier is obligated to maintain a clean record of repeated complaints regarding tampering, negligence or loss of orders. The platform has the right to suspend the account and investigate internally based on tracking logs, timings and reports.
Customer and merchant data (names, numbers, addresses, locations, order details) are considered confidential and protected data that may only be used for the purpose of delivering the order within the system. The courier is prohibited from saving customer numbers or communicating with them via WhatsApp/call/messages outside the platform’s system except with explicit and documented authorization for a specific case. It is prohibited to share customer or merchant data with any third party, including friends or relatives of the courier or any other driver. It is prohibited to photograph the customer, his location, his order, or share photos of orders or conversations on social media. It is prohibited to use customer data for marketing, advertising, offering special services, or requesting reviews in an annoying manner. When the customer cannot be reached, the courier is obligated to follow the platform mechanism (attempting to contact via the system/support) and not to make individual decisions. In self-pickup, the courier has nothing to do with the customer’s communication with the merchant, and the courier’s role is limited to the orders assigned by the platform only. Any breach of privacy is considered a serious violation that may lead to immediate suspension and possibly legal referral depending on the seriousness of the incident. The courier is obligated to close the request screen and not display it to others in public places in order to protect data privacy. The platform has the right to review the system records upon reports, and the courier agrees to this for the purposes of investigation and protection of the parties.
The courier is committed to dealing with customers with politeness and respect, and prohibits verbal abuse, provocation, raising one’s voice, threats, or any other inappropriate behavior. The courier is committed to delivering the order to the location agreed upon within the system and in a safe manner that respects the customer’s privacy. The courier is prohibited from entering private places, insisting on entering, or harassing the customer in any way, and he must adhere to the agreed upon delivery point. The courier is committed to being on time as much as possible, and in the event of delay, the status must be updated within the system or communicated through support according to policy. It is forbidden to ask for a “tip”, pressure the customer to pay outside the system, or suggest that the evaluation is bad. The courier is obligated to wear a decent and clean appearance, and to avoid any behavior that harms the reputation of the platform or causes complaints. In the event that the customer refuses to receive or there is a problem, the courier is obligated to inform the platform and not make individual decisions such as leaving the order without documentation. It is prohibited to leave the order in front of the door of the house or in an unsafe place without explicit approval through the system or platform instructions. Repeated complaints regarding mishandling may lead to account restriction, temporary suspension, or permanent suspension depending on the severity of the repetition. The platform reserves the right to record and document reports and evaluations and use them to take operational actions at the courier’s expense.
The courier is obligated to deal with the merchant and his employees with respect and not to raise disputes within the store, disrupt work, or cause problems. The courier is committed to verifying the readiness of the order before receiving it as much as possible, and in the event of it not being ready, he will follow the waiting policy approved within the platform. The courier is prohibited from forcing the merchant to deliver an unready order or entering the preparation areas or kitchen without permission. In the event of a deficiency or error on the part of the merchant, this must be documented on the platform and not entered into a direct dispute that will harm both parties. The courier is prohibited from receiving an order without proof within the system or without verifying the order number to avoid substitution or error. The courier is obligated not to receive more than one request outside the limits of the system policy if this will affect the quality of delivery. The courier is prohibited from requesting any benefit from the merchant (discount/meal/money) in exchange for expediting or preferring orders. The courier is obligated to cooperate with the platform administration upon notifications and provide accurate information about the status of receipt or delay. Repeated receipt problems due to the courier’s behavior or non-compliance will lead to the account being gradually restricted until suspension. The platform is not responsible for disputes caused by unprofessional behavior by the courier, and the courier remains responsible for his actions.
The courier is obligated to use a valid and appropriate means of transportation for delivery, with full commitment to its regular maintenance and the availability of insurance and licensing. The courier is obligated to use a suitable (thermal/airtight) delivery bag, especially for meals, to prevent damage and maintain quality during transportation. He is committed to keeping the bag and means clean and not transporting orders next to materials that may contaminate them or change their smell. It is prohibited to use an unsafe means of transportation or one that has frequent malfunctions, and it is also prohibited to use means of transportation that violate the regulations. The courier is obligated to install the order inside the vehicle in a way that prevents spillage, breakage or leakage. The courier is obligated not to smoke while transporting orders or to place the order in an environment full of smoke or strong odors. In the event of a malfunction, the courier is obligated to inform the platform immediately and not to leave the order without documentation or deliver it to an unauthorized party. The Courier shall bear the cost of its own maintenance, fuel and equipment unless a written platform policy states otherwise. The platform has the right to request proof of the validity of the vehicle or delivery bag as part of the quality standards when needed. Any repeated negligence in cleanliness or equipment is considered a negative performance indicator and leads to action in accordance with the platform’s policy.
The platform adopts performance indicators for the courier, including punctuality, successful delivery rate, complaints, adherence to routes, and safety of orders upon delivery. It is prohibited to sacrifice traffic safety in order to reduce delivery time, and safety remains a basic condition that cannot be compromised. The courier is committed to accurately updating order statuses within the system to ensure transparency of tracking for the customer and the platform. In the event of repeated delays without acceptable reasons, the platform has the right to reduce the orders assigned to the courier or temporarily suspend the account. Any tampering with cases or a large number of reports related to the order “not arriving” or “missing” are considered serious indicators that lead to investigation and strict measures. Procedures usually range from: warning → formal warning → restriction on the number of orders → temporary suspension → permanent suspension, with the possibility of immediate suspension for serious violations. The courier is obligated to cooperate with support in investigations and provide accurate information, and any misleading will lead to increased punishment. Reactivation may require attending training/orientation or providing operational commitments as decided by management. The courier is not entitled to claim compensation for account suspension resulting from repeated violations or proven negative reviews. The platform reserves the right to make the final decision to ensure user protection and operational stability.
When the customer cannot be reached or does not respond, the courier is obligated to implement the approved platform steps (documented communication attempts/support/specific waiting) without taking any individual action. It is prohibited to leave the order in an unsafe place without documented consent, and it is prohibited to photograph the site or share its details. If the customer refuses to receive, the case must be immediately documented within the system and reported to support, and not entered into heated discussions. The courier is prohibited from canceling the order on his part for personal or optional reasons without following the approved cancellation policy. The courier is obligated to preserve the order while awaiting instructions, and not to tamper with it, open it, or transfer it to an unauthorized party. In cases of severe weather, accidents or breakdowns, the courier is committed to safety first and informs the platform immediately. If damage results due to the courier’s negligence (fall/spill/heat), the courier bears responsibility for the procedures determined by the platform according to the investigation. The courier is obligated to provide accurate information when requested (arrival time, general proof photos when needed without revealing sensitive data according to the platform’s policy). Recurring cases of “unreachable” due to the courier’s negligence in trying or tracking leads to performance actions. The goal is a secure and disciplined delivery that guarantees the rights of the customer, the merchant and the platform without abuses.
