1. Introduction
This policy outlines the terms and conditions for riders (“Riders”) using the Rider Application (“Application”) to accept and fulfill orders. By using the Application, Riders agree to comply with these policies and any other guidelines set by the platform. This policy is in place to ensure the smooth functioning of the platform and to maintain professionalism, reliability, and transparency in rider activities.

2. Rider Eligibility

  • To use the Application, Riders must be at least 18 years of age and legally permitted to operate a delivery vehicle in the jurisdiction in which they operate.
  • Riders must provide accurate personal and vehicle details during registration and ensure all documents required by the platform and local authorities are up to date.

3. Rider Responsibilities

  • Order Acceptance and Delivery: Riders are responsible for accepting orders and delivering them to the correct recipients as per the instructions provided in the Application.
  • Professional Conduct: Riders must always conduct themselves professionally while interacting with customers and merchants. They should adhere to local laws, traffic regulations, and safety standards.
  • Timely Delivery: Riders must deliver orders within the timeframes specified in the Application. Failure to deliver on time may result in penalties or suspension of rider privileges.

4. COD (Cash on Delivery) Orders

  • COD Collection: Riders are responsible for collecting Cash on Delivery (COD) payments from customers on behalf of merchants, as indicated in the order details.
  • COD Return: After collecting the COD amount, Riders are obligated to return the full amount to the Merchant immediately after every successful delivery.
  • COD Handling: Riders must ensure that the COD payment is handled securely and accurately. Any discrepancies in the COD amount must be reported to the Merchant immediately.

5. COD Non-Return or Discrepancies

  • If a Rider fails to return the COD amount to the Merchant, the Merchant has the right to register a complaint.
  • In such cases, the Platform will assist the Merchant by providing the necessary documentation related to the transaction, including but not limited to:
    • The Rider’s details (name, contact information, personal copy of documents, etc)
    • Delivery reference number
    • Proof of payment or lack thereof
    • Any communication between the Merchant and Rider
  • This documentation can be used by the Merchant to file a complaint with the relevant local authorities or law enforcement.
  • Responsibility of the Rider: It is the responsibility of the Rider to return the collected COD amount in a timely and complete manner. If the Rider fails to do so, they will be subject to potential penalties, including suspension or termination of their access to the Application.

6. Platform Role

  • The Platform serves as a facilitator, connecting Riders with Merchants and customers. However, the Platform is not responsible for the collection, handling, or transfer of any funds between Riders and Merchants.
  • In case of disputes between Riders and Merchants, the Platform may assist by providing documentation but is not liable for resolving the financial issues directly.

7. Rider’s Vehicle and Equipment

  • Riders must ensure that their vehicle(s) used for delivery are roadworthy and comply with all relevant laws and regulations (including insurance and registration).
  • Riders are responsible for maintaining the safety and condition of the delivery equipment (e.g., bags, vehicles, etc.) provided by the platform.

8. Prohibited Activities
Riders agree not to engage in the following activities:

  • Accepting or delivering fraudulent or incomplete orders.
  • Misappropriating COD amounts or engaging in dishonest or unethical behavior.
  • Using the Application for illegal activities, including but not limited to trafficking in prohibited goods, theft, or fraud.
  • Sharing login credentials or allowing unauthorized individuals to use the Rider’s account on the Application.

9. Suspension and Termination

  • The Platform reserves the right to suspend or terminate the Rider’s account in case of violations of these policies, including failure to return COD amounts, repeated delivery issues, or unethical behavior.
  • The Platform may also suspend a Rider’s account if the Rider’s actions result in complaints or legal issues from customers or merchants.

10. Rider Compensation

  • Riders will be compensated as per the payment structure outlined in the Application. Payments for deliveries and COD collections are processed according to the terms of the specific delivery agreement and the Platform’s policies.

11. Data Privacy and Confidentiality

  • Riders must protect customer and merchant information and ensure that no personal data is shared with unauthorized parties.
  • Once the delivery has been successfully completed, Riders are prohibited from contacting customers for any reason, including follow-up calls, messages, or personal inquiries. This ensures that customer privacy is maintained and that customers are not subjected to unsolicited contact.
  • The Platform’s Privacy Policy governs the collection and use of personal data shared through the Application.

12. Dispute Resolution

  • If a dispute arises between the Rider and the Merchant regarding any aspect of the delivery or COD return, the Rider must attempt to resolve the issue directly with the Merchant.
  • If the dispute cannot be resolved, the Merchant can escalate the issue to the relevant authorities using the documentation provided by the Platform.

13. Liability Disclaimer

  • The Platform is not liable for any damages, loss, or issues arising from Rider’s failure to fulfill their duties, including failure to collect or return COD payments.
  • Riders are solely responsible for the timely and accurate return of COD payments to the Merchant. Any failure to do so will result in penalties as per the Platform’s terms.

14. Governing Law
This policy shall be governed by the laws of the jurisdiction in which the Platform operates.

15. Modifications to the Policy

  • The Platform reserves the right to modify, update, or change this Rider General Policy at any time. Riders will be notified of any significant changes, and it is their responsibility to review the updated policy regularly.
  • By continuing to use the Application after changes are made, Riders accept the updated policy.

16. Contact Information
For any questions or concerns regarding this Rider General Policy, or if you need assistance with your account or delivery, please contact the support team at sales@zonedeliveryservices.com.