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.
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:
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.
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:
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:
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.