1) Commitment to privacy and preventing direct contact with customers (strict rule)
The Merchant acknowledges that Users' data (name, phone, location, address, any identifiers) is considered sensitive and protected data and may not be used outside of order execution within the system. The merchant is prohibited from communicating with the user directly by any means outside the platform’s channels (call/WhatsApp/messages) except with explicit and documented authorization from the platform for a specific case. The merchant is prohibited from saving customer numbers or creating their own database through orders, or using them for marketing, advertisements or offers outside the platform. It is prohibited to share user data with any third party (unauthorized employee, marketing company, private driver, third party) under any circumstances. For official self-pickup within the app, the order number/verification code is relied upon; The merchant does not have the right to request additional information that is not necessary. Any attempt to obtain the exact location or request to send a “location” outside the application is considered a serious privacy violation. If a breach of privacy is suspected, the platform has the right to immediately suspend the store and open an investigation based on records and reports. Penalties include: an official warning, restriction of appearance, temporary suspension, permanent suspension, and possibly reporting to the competent authorities depending on the seriousness of the incident. The merchant bears full legal responsibility for any breach of privacy or misuse of customer data, and the platform disclaims all responsibility within the limits of the law. The merchant is obligated to educate his employees about this rule, and any violation by an employee will be attributed directly to the merchant.
2) Preventing the merchant from delivering (representatives affiliated with the platform only)
The representatives in Zad Mjan are exclusively affiliated with the platform, and the merchant has no right to deliver orders or send a driver affiliated with him except with prior, explicit, and documented approval from the platform. The merchant is prohibited from “changing the delivery mechanism” on his own, requesting a special delivery, or sending the order through an unapproved third party. The merchant is prohibited from giving the order to anyone claiming to be a representative without checking the status of the order within the system and ensuring that he is the authorized representative. If the order is delivered to an unauthorized person due to the merchant's negligence, the merchant bears full responsibility for loss, leakage, damage, or breach of privacy. The merchant does not have the right to request the customer's phone number or address for the purpose of special delivery, and he does not have the right to negotiate delivery outside the system. Any unauthorized delivery is considered a serious violation and may lead to the store being shut down immediately and without delay. The platform has the right to apply strict restrictions to the store when trying to circumvent the delivery system or contact Zad Mjan with customers. The merchant is obligated to cooperate with the authorized representative and prepare the order on time to reduce delays without putting pressure on the representative or insulting him. This rule aims to protect customers and representatives and ensure traceability and accountability across the platform. Violation of this rule voids any claims by the trader against the platform and results in full liability for the trader for the results.
3) KPIs (delays, cancellations, shortages, complaints)
The platform relies on performance indicators to evaluate the merchant, which include at a minimum: the merchant's cancellation rate, the percentage of shortages in orders, the average preparation time, quality complaints, and pricing complaints. “Merchant cancellation after order acceptance” is a strong negative indicator, especially if the reason for a product being unavailable is due to poor inventory management or poor updating. “Order processing delay” is considered a negative indicator if it is frequent, because it causes delay for the representative and the customer and harms the platform experience. “Missing items” is a red flag because it creates disputes, compromises and reduces trust, and must be kept within low operational limits. Quality complaints (spoilage, bad taste, improper temperature, poor packaging) are a sensitive indicator, especially in food. Pricing complaints and misrepresentations (wrong price, incorrect offer, products not as described) are an indicator that can quickly lead to visibility restriction. The platform reserves the right to set numerical limits for these indicators depending on the store type, and the limits may be updated based on operational data. The evaluation is based on system records, documented reports, and store history, not on unsubstantiated claims. The platform has the right to automatically reduce the store's visibility when indicators decline to protect users' experience. The Merchant is obligated to improve performance immediately upon receiving alerts within the panel or via administration, otherwise the procedures below will apply.
4) Ladder of operational procedures and penalties (strict hierarchy)
The platform adopts an operational hierarchy of penalties for non-serious violations, with the aim of giving an opportunity for improvement while protecting users. Phase (1): Alert within the merchant panel + repair instructions + short notice for improvement, with close monitoring of indicators. Stage 2: Official documented warning + restriction of some features (e.g. stopping offers/advertisements) or restricting the store's appearance in ranking lists. Phase (3): Temporary suspension of the store for a specified period with a mandatory correction plan (packaging improvement/inventory update/price correction/staff training). Stage (4): Extended suspension or permanent suspension if violations continue or repeated misleading/quality/privacy indicators appear. The platform has the right to override this gradient and immediately implement a shutdown when there is a health/privacy/legal risk or when fraud is suspected. Operational financial measures, such as temporarily suspending the settlement of part of the receivables, may be applied in the event of outstanding disputes and remedies, within the limits of agreements and the law. The Merchant is not entitled to claim compensation due to reduced visibility or suspension resulting from deterioration of performance or violation of conditions. The platform has the right to reactivate the store according to an internal evaluation and verification of the implementation of the correction plan, and not merely upon the merchant’s request. Any attempt to circumvent the suspension by creating a new store or changing the data is considered a serious violation and an immediate suspension. The system maintains historical records that influence long-term visibility and evaluation decisions to ensure fairness and quality.
5) Performance standards for official self-pickup (Pickup KPI)
Since self-collection is official within the app, the merchant is committed to an organized delivery mechanism that adopts the order number/verification code and does not request unnecessary additional data. The “Ready for Pickup” time must be realistic, and prevent the Ready status from being set before the actual preparation is complete. Any repeated delay in self-receipt is detrimental to the user and may result in a negative evaluation and the application of KPI actions. The merchant is obligated not to force the user to wait for a long time without any reason, and to provide a clear pick-up point inside the store to reduce chaos. The merchant is prohibited from converting self-receipt into a “forced additional sale” or blackmailing the user by purchasing unwanted additions. Any offensive user behavior inside the store is prohibited, and abuse is considered a violation that may progress to immediate suspension, depending on the case. The merchant is obligated to deliver the complete order as registered within the application, and any shortage is his responsibility. The merchant is obligated to document any problem (such as the user's non-attendance) according to the system's mechanisms and not through an external Zad Mjan. The platform does not bear responsibility for the merchant’s behavior within his store, and the management has the right to stop the store upon repeated self-pickup complaints. The Merchant is responsible for training employees on this policy and strictly enforcing it.
6) Standards for dealing with delegates (operational protection)
The merchant is obligated to respect the representatives as part of the Zad Mjan system, and not to hold them accountable for supply or pricing errors or shortages. It is prohibited to intentionally disable a representative or force him to wait without an operational reason, especially if the order is not ready due to a delay from the merchant. It is strictly forbidden to deliver an incomplete or loosely packaged order and then attempt to hold the representative responsible for damage or shortages later. The merchant is prohibited from requesting any additional amounts from the representative, setting unapproved delivery conditions, or forcing him to perform tasks outside the order. The merchant is obligated to specify a clear and fast pick-up point, and prepare the order in a safe package to facilitate transportation and reduce risks. Any verbal abuse or disrespectful behavior towards the representative may result in operational penalties, up to suspension, depending on the frequency of the incident. If delegate complaints against a specific store are repeated, the platform has the right to impose restrictions or temporary suspension until the behavior and operation are corrected. The merchant is responsible for his employees and their actions, and any abuse by an employee is attributed directly to the merchant. The platform keeps records of reports and delays and uses them to make appearance and comment decisions. The goal is to ensure a safe and controlled delivery experience that preserves the rights of the representative and the user and increases confidence in the platform.
