Community Guidelines

Last modified: August 25, 2020

At Ruddy we want our customers and restaurant partners to have the best possible food order experience. At the same time, we want to ensure that the communities we work with are safe. These guidelines are designed to help ensure that everyone who uses the Ruddy platform has a safe and positive experience.

Users

Be respectful

Our employees and restaurant partners are at the heart of our business, providing our services and preparing food for you. We ask that you treat employees and restaurants with respect and report any behaviour that you find unprofessional to us directly by contacting Customer Support, so we can take appropriate action. We ask that you also treat our Customer Support staff with respect. We want everyone who uses Ruddy to have a great experience, and being respectful to one another is key.

Be prompt

When you receive a notification that your food is ready, please ensure that you are ready to collect your food at the time indicated in the app. This is so that our restaurant partners do not have to spend time waiting around for customers to come and collect their food when they could be working. Additionally, we ask that you use ”Order note” and “Pick up time” at checkout to indicate when you would like to collect your food.

Fraud

Fraudulent activity undermines the trust that we have built with our community. Committing fraud is a criminal offence. We have a number of measures in place to monitor fraudulent activity from customers, as well as restaurants. If an account is found or suspected to be engaging in fraudulent activity, we will take action which may result in:

Deactivation of your Ruddy account; and/or
Escalation to the relevant authorities.

How we investigate potential infringement

If we are made aware of a customer who is acting in breach of these guidelines, we will investigate the report before taking any action on the account. These investigations are always led by someone on our team, and customers will always be notified if we decide to take any action. We have shared similar guidelines with restaurants, which you can read below.

Restaurants

Deliver for your customer

We know that a great customer experience is one of the biggest drivers of order growth for restaurant partners. That’s why when handling Ruddy orders, we ask that you:

Ensure the food is ready for the time indicated on your order receipt, so there are no delays in pickup time.
Ensure that the food you prepare matches the description you’ve provided on your menu.
Ensure that the dietary type description of the food you prepare matches the description you’ve provided on your menu.
Ensure that all ingredients in the food you prepare matches the description you’ve provided on your menu.
Ensure that the weight of all ingredients in the food you prepare matches the description you’ve provided on your menu.
Ensure that the nutritional values of the food you prepare matches the description you’ve provided on your menu.
Mark any ingredients that you don’t have as ‘unavailable’ so orders don’t have to be cancelled.
Acknowledge and give accurate information in relation to any dietary requirements that a customer may contact you about.

Put safety first

Keeping our communities safe is our number one priority. We have a number of policies in place that restaurants should follow to ensure that customers have the best possible food experience. These restaurant policies include:

Maintaining excellent food hygiene standards so customers feel safe when ordering from your restaurant.
Having the correct licenses to sell alcohol or other regulated products our policy permits on the platform.
Displaying allergen and nutritional information where possible and having trained staff to respond to telephone queries about allergens, so customers have the information they need when ordering food.

Be respectful As one of our restaurant partners, customers will be going in and out of your restaurant to pick up food. We ask that you treat customers with respect, and report any behaviour that you find intimidating to us directly, so we can take appropriate action. To work with riders professionally, we ask that you:

How we investigate potential infringement

If we are made aware of a customer who is acting in breach of these guidelines, we will investigate the report before taking any action on the account. These investigations are always led by someone on our team, and customers will always be notified if we decide to take any action. We have shared similar guidelines with restaurants, which you can read below.

RUDDY