Terms and Conditions

User Terms and Conditions for City Eats

1. Introduction Welcome to City Eats! These User Terms and Conditions (the “Agreement”) are a legal agreement between you and City Eats regarding your use of our food delivery app and related services. By accessing or using City Eats, you agree to be bound by this Agreement.
2. Eligibility You must be at least 18 years old and have the legal capacity to enter into this Agreement in order to use City Eats. By using City Eats, you represent and warrant that you meet these requirements.
3. Use of City Eats You may use City Eats to order food from restaurants that are partnered with us. You may not use City Eats for any illegal or unauthorized purpose.
4. Ordering Food When you place an order through City Eats, you are placing an order directly with the restaurant using City Eats platform. City Eats is not responsible for the quality or safety of the food or any related issues with the restaurant. City Eats is not responsible for any food allergies or dietary restrictions. Please check with the restaurant directly if you have any questions or concerns.
5. Payment. When you place an order through City Eats, you agree to pay for the order and any applicable taxes and fees. Payment will be processed through our third-party payment processor. City Eats is not responsible for any payment processing issues.
6. Cancellation and Refunds You may cancel an order before it is accepted by the restaurant. If an order is cancelled by the restaurant or City Eats for any reason, you will receive a full refund. If you are not satisfied with the quality of the food or service, please contact the restaurant directly to request a refund or other resolution.
7. User Content You may submit content, such as reviews and ratings, through City Eats. By submitting content, you grant City Eats a non-exclusive, royalty-free, perpetual, irrevocable, and fully sublicensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, perform, and display such content throughout the world at CITY EATS PLATFORM OR ANY OTHER PLATFORM OR any media.
8. Intellectual Property. City Eats and its licensors own all intellectual property rights in and to City Eats. You may not use City Eats for any commercial purpose without our prior written consent.
9. Indemnification You agree to indemnify and hold City Eats, its affiliates, officers, directors, employees, agents, and licensors harmless from any claims, losses, damages, liabilities, including legal fees, arising out of your use or misuse of City Eats, your violation of this Agreement, or your violation of any rights of a third party.
10. Disclaimer of Warranties City Eats is provided on an “as is” and “as available” basis. City Eats makes no representations or warranties of any kind, express or implied, as to the operation of City Eats or the information, content, materials, or products included on City Eats. You expressly agree that your use of City Eats is at your sole risk.
11. Limitation of Liability In no event shall City Eats, its affiliates, officers, directors, employees, agents, or licensors be liable for any direct, indirect, incidental, special, or consequential damages arising out of or in connection with your use of City Eats or the inability to use City Eats, including without limitation damages for lost profits, loss of data, or loss of goodwill, even if City Eats has been advised of the possibility of such damages.
12. You agree to the use of your internet data at your expense while using City Eats app.
13. At times you may have to wait longer for your order to arrive than expected due to traffic issues or delay in order preparation by the restaurant. We will try to do our best to meet your expectations but CE would not be held responsible in situations beyond its control.
14. Under the law and guidelines for consumption of prohibited items sale, City Eats users would be required to show identity documents to confirm their age for the purpose and show that they are not excessively intoxicated.
15. Terms and conditions for use of City Eats App may be modified at any time under this Agreement.

City Eats Order cancellation/Return policy

We apologize for any inconvenience that may occur because of the order not up to your expectation or just that you may change your mind. The following policy will apply if we fail to resolve your issue happily:

Cancellation Policy: If you need to cancel your food order, please contact us as soon as possible. If your order has not yet been processed or prepared, we will request the restaurant to cancel the order and issue a full refund. However, if the order has already been processed or if the order has already been prepared or, is out for delivery, we will be unable to cancel it.

Return Policy: We strive to provide the best food and customer service possible, but in the event that you are not satisfied with your order, please contact us immediately. If the issue can be resolved, we will do our best to do so. If you would still like to return your order, we ask that you do so within 15 minutes of receiving the delivery.

We will issue a full refund or offer an exchange for a similar item. However, we cannot accept returns if the food has been consumed considerably.

Please note that we may require proof of purchase or photographs of the item in question before issuing a refund or exchange.

We appreciate your understanding and cooperation with our food order cancellation/return policy. If you have any questions or concerns, please do not hesitate to contact us.

City Eats Food Delivery Driver Policy

Vehicle Maintenance

All delivery drivers must possess a valid driver’s license with preferably a clean driving record. They should also undergo a background check when asked by the company and be at least 18 years of age.

Safety Precautions

Drivers must obey traffic laws and wear seatbelts and helmets depending on their type of vehicle they use at all times. They must also abide by all road signs and traffic laws.

Vehicle Maintenance

Drivers are responsible for the maintenance of their vehicles and must have a valid MOT, Insurance valid driving license matching driver details registered on CE platform. Drivers must upload these documents themselves to the City Eats system before expiry of any of those documents.

On-time Delivery

Delivery drivers must ensure that all orders are delivered on time. Punctuality is critical, and drivers must be efficient in navigating to the destination and completing the delivery.

Professionalism

Drivers must always act professionally when representing the company. They must be courteous to customers and communicate in a friendly and respectful manner.

Order Accuracy

Drivers are responsible for ensuring collection of correct order from the restaurant and that correct order is delivered to the right customer. They must double-check orders before delivery in case of multiple orders in the same run.

Confidentiality

Drivers must keep all customer information and order details confidential. They must not disclose any information to anyone outside of the company.

Hygiene

Drivers must maintain a high level of hygiene, including personal hygiene and the cleanliness of the vehicle. Drivers should always wear a mask and use hand sanitizers before and after deliveries and must make all attempts to prevent any cross contamination of food. They must have a thermal bag so that hot food can be carried around in it during delivery process from collection to delivery to the customer.

Complaints and Feedback

Drivers must communicate any complaints or feedback from customers to the management team immediately. They must also provide accurate and detailed reports on each delivery to ensure proper tracking and follow-up.

Prohibited items sales and delivery

Delivery Agents (DA) must demand identity documents for age restricted items such as alcohol, cigarettes etc, to ensure that Under 25 policy has been followed. Driver must ensure before delivery of such items that the customer is not intoxicated, and is not under the age of 25 and to check customer identity document for the verification of age if in any doubt.

Drugs and Alcohol items

The consumption of drugs and alcohol while on the job is prohibited. Any driver found to be under the influence of drugs or alcohol will face disciplinary action or losing their CE account.

Conclusion

This delivery driver policy is critical in ensuring that our food delivery service operates efficiently and maintains a high standard of professionalism. All drivers must be aware of and comply with this policy, as it provides a clear framework for acceptable conduct while representing the company.