User Terms and Conditions for City Eats
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.
Copyright©2024 City Eats Food delivery