Your account might face a temporary hold or be restricted for various reasons. If this has happened to you, we will have informed you directly. Some of the reasons you may have been restricted include:
🚫 Duplicate Accounts
🚫 Unnecessary delays
🚫 Item Theft/Undelivered Orders
🚫 Spoofing
🚫 VAT Fraud
🚫 Shift Grabbers/Run Abuse
🚫 Fraudulent Holds
🚫 Data Breach
🚫 Serious Incidents
Duplicate Accounts
Utilising new account(s) after already being revoked and/or utilising multiple courier accounts to increase the likelihood of runs/orders.
Breach of Agreement: 1.8, 8.1, 13.2
Best Practice: Only hold one account on the platform.
Unnecessary delays
Courier actions impacting the arrival time at the partner location.
Breach of Agreement: 13.2
Best Practice: Move directly to the restaurant after accepting an order.
Item Theft/Undelivered Orders
Accepting orders and failing to collect/deliver in its entirety. This includes repeatedly cancelling orders and flash marking orders as “Delivered”
Breach of Agreement: 1.5, 2.6, 13.2
Best Practice: Once the order has been accepted, couriers are obliged to collect and deliver the order unless exceptional circumstances apply.
Spoofing
Using 3rd party software to falsify location during an order for any reason.
Breach of Agreement: 1.5, 2.6, 13.2
Best Practice: Do not use any third-party apps and/or software to interfere with the courier app at any time.
VAT Fraud
Falsely claiming to be VAT registered and /or knowingly supplying false information for financial gain.
Breach of Agreement: 8.5
Best Practice: While it is not an obligation for you to be VAT registered you must inform us if you are VAT registered and subsequently inform us immediately should your registration status change by emailing us. You must also notify us immediately if your VAT registration number changes or if you sell all or part of your business.
Shift Grabbers/Run Abuse
The use of third-party apps to secure open runs through an enhanced refresh rate and automated acceptance.
Breach of Agreement: 13.2
Best Practice: Do not use any third-party apps and/or software to interfere with the courier app at any time.
Fraudulent Holds
Improper use of the collect swipe to gain inflated hold fees.
Breach of Agreement: 13.2
Best Practice: Remain at the partner after marking yourself as arrived and swipe collected as soon as the order is safely inside your hot food bag
Data Breach
Sharing personal data from customers and/or other couriers.
Breach of Agreement: 8.2
Best Practice: Refrain from sharing any screenshots of the app with others or on social media, especially if they contain sensitive data such as a customer’s name or address.
Sexual Misconduct/Assault plus Verbal/Physical Abuse – including discrimination
We don’t tolerate any form of sexual misconduct or abuse, be it verbal or physical. Behaviour of this kind will lead to the permanent revocation of your account.
Unsafe Use of a Vehicle
Whether your vehicle is motorised or not, being unsafe while using it puts yourself and others at risk. Some examples are:
- Intoxication
- Uninsured vehicle
- No business insurance (for motorised vehicles)
- Incorrect vehicle classification on your account
Expired Documents
If one or more of your documents that are required from a safety, and/or legal perspective has expired, your account will be paused until they are updated and then you’ll be back on your way.
Under Investigation
If any concerns around your account have been raised to us, we will pause your account until it is resolved.
If you believe that Just Eat has wrongfully removed your access to the network, you have the right to have the decision reviewed. Upon completing an account access reconsideration request form we ask that you fill out every section to the best of your knowledge and upload as much supporting evidence as you can to assist in arriving to the correct outcome.
