Swishr Community Guidelines and Terms of Service
Last updated: 23 May 2024
Welcome to Swishr! By using our services, you agree to comply with these Community Guidelines and Terms of Service. These guidelines are designed to ensure a safe and positive experience for all our partners, riders, and customers. If you breach any of these obligations, we may take action, including suspending the provision of our services.
Purpose:
At Swishr, we strive to provide the best food delivery experience for our partners, riders, and customers. We prioritise the safety and satisfaction of the communities we work with. This policy outlines our expectations for how partners should interact with riders, customers, and communities.
Deliver for the Customer:
We believe that a great customer experience is crucial for the growth of your business. When handling orders on Swishr, we ask you to:
- Be respectful, polite, and professional at all times when interacting with customers.
- Ensure that the order is ready for the time indicated on your order receipt to minimise delays in delivery and ensure timely arrival.
- Mark any items that you don't have as "unavailable" to prevent order cancellations.
- Acknowledge and accommodate any dietary requirements communicated by customers (e.g., allergens like nuts).
- Comply with guidance related to health and safety responsibilities during specific events (e.g., pandemic-related handling guidelines).
Put Safety First:
The safety of our communities is our top priority. To ensure a safe experience for customers using Swishr, you must adhere to the following policies:
- Maintain excellent food hygiene standards to instill confidence in customers when ordering from you.
- Obtain the necessary licenses to sell regulated or age-restricted items on our platform. For age-restricted items, clearly tag them as "age-restricted" in your menu (guidance available here).
- Display all allergen and nutritional information where possible and have trained staff to address telephone queries about allergens, providing customers with the necessary information when ordering from you.
For additional partner policies, including our allergens policy, please refer to the left-hand navigation on our website.
Be Respectful:
As a Swishr partner, riders will be entering and exiting your site(s) to pick up orders and deliver them to customers. We expect you to treat riders with respect and report any unprofessional or intimidating behavior directly to us so that appropriate action can be taken.
To maintain a professional relationship with riders, we request that you:
- Ensure orders are prepared on time to avoid keeping riders waiting.
- Allow riders to use your bathroom facilities in accordance with legal obligations.
- Offer water to riders whenever possible.
- Be kind and polite when speaking and interacting with riders.
We also expect you to demonstrate respect when dealing with Swishr representatives. Our teams are here to support you, but we have a zero-tolerance policy for any abusive, inappropriate, or discriminatory behavior towards them.
Investigation of Potential Infringement:
If we receive reports of a partner breaching these guidelines or any other clause in their contract, we will conduct an investigation before taking any action on the account. Partners will be notified if any action is taken as a result of our investigation.
These Community Guidelines and Terms of Service are applicable to all restaurants using Swishr's services. If you have any questions or require further clarification, please contact our support team.
By continuing to use Swishr's services, you acknowledge your agreement with these Community Guidelines and Terms of Service.
Thank you for being part of the Swishr community!
Swishr Team