DIGIDUDE RESTAURANT PARTNERS

 

POLICIES

We have created these policies to help make every order a great one. They also help build trust among drivers, DigiDude users, and merchants.

 

1. Proper handling of orders

Merchants are expected to meet all relevant requirements of food and business laws and regulations—including in respect of food safety and hygiene. Merchants should meet industry best practices and DigiDude policies. Merchants must maintain valid merchant registrations, licences and/or permits.

 

2. Preparing of Food & Orders

Many prepared foods are perishable and can cause illness if not properly handled. Such foods can be potentially hazardous if not maintained under the proper time and temperature controls prior to pickup. It is important to maintain good hygiene practices throughout order preparation.

To help ensure that food reaches DigiDude users safely, you’re encouraged to seal packages in tamper-evident packaging ahead of delivery.

You’re expected to act responsibly on information provided by DigiDude users related to food allergies, intolerances, or other dietary restrictions and reject order requests with which they cannot comply. You should provide allergen information and clearly label ordered items with the specific food allergens.

 

3. Proper delivery of orders

Merchants may communicate to drivers on pick-up certain delivery guidelines that promote food safety, adhere to regulatory guidance, or accommodate DigiDude user dietary restrictions. For example, merchants may notify a courier to keep halal and non-halal food separate. Drivers should always follow such guidelines from merchants.

 

4. Provide a safe space for pickups

Merchants should provide a safe area for order pickups. This space should be clearly marked.

 

5. Policies, Penalties & Access

As a restaurant partner, temporarily or permanently losing access to DigiDude can be disruptive to your business. That’s why we believe it is important to have clear policies, outlined below, that explain the circumstances in which you may be denied access to DigiDude. As a Merchant, you can lose access to DigiDude if you violate these Policies. Penalties are applicable if certain Policies are not met. These penalties will be deducted off you weekly disbursement. In some cases you may be denied access to the DigiDude Platform as well as be penalized.

 

 

  • Quality

In an effort to provide a high-quality and reliable service, we have the opportunity to use feedback from customers and delivery partners to help restaurants succeed on DigiDude.

Both the customer and the delivery partner have the opportunity to provide feedback on their restaurant experience. This rating system maintains accountability for everyone and helps create a respectful and transparent environment.

Reasons why delivery partners might give a restaurant a down rating include: delivery partner has to wait too long to pick up the food, unpleasant interactions with restaurant staff, or unclear pickup/parking information.

If either your delivery partner rating or customer rating is much lower than the average, we will reach out to let you know. If either your delivery partner rating or your customer rating is below minimum threshold, you may temporarily or permanently lose access to DigiDude. Please note that reports of food safety violations (including breach of food information laws), both on or off DigiDude, failure to adhere to allergen instructions provided by your customers on the DigiDude Platform, or failure to maintain proper licenses can cause you to lose access to DigiDude even before falling below the rating threshold. Please refer to the Penalty Schedule for information on penalties charged if you breach this policy.

  • Unaccepted Orders

An unaccepted order occurs when you do not accept a customer’s order request, which creates a poor customer experience. While we understand that there may be times when your restaurant gets busy, minimizing unaccepted orders is critical to ensuring customers have a positive experience with DigiDude—this keeps them coming back to your restaurant and to the DigiDude Platform. If you don’t want to receive order requests at a given time, you can always make your store unavailable.

If your unaccepted rate is much higher than the average, you may temporarily or permanently lose access to DigiDude. When a customer places and order you’re your Restaurant on the DigiDude Platform, you have 5 minutes to accept the order. Should you not accept the order within the acceptance time, DigiDude might contact you telephonically to request acceptance of the order. Please refer to the Penalty Schedule for information on penalties charged if with regards to this policy.

  • Prep Time, Trading Hours and Load shedding

 Orders must at all times be prepared within your prep time stated on the DigiDude Platform. Late orders creates customer dissatisfaction which will reflect negatively on both yourself and DigiDude. Keeping a great customer experience in mind, we have set a minimum prep time of 25 minutes for food orders, and a maximum of 45 minutes.

Merchants should at all times make sure that the Trading Hours on the DigiDude Platform is correct. Your trading hours should reflect the times that your kitchen is accepting orders, with your opening time being the earliest you can accept an order and your closing time the latest you can accept an order.

It is the Merchants responsibility to ensure that trading hours are managed during loadshedding. Should your kitchen not be able to process orders during loadshedding, please ensure that your trading hours are adjusted on your profile.

Merchants may be penalized as per the penalty schedule and in some cases loose access to the DigiDude Platform should any of these policies be breeched.

 

  • Missing item or incorrect item/orders

When a restaurant partner does not fulfill a customer’s requested order correctly, the customer receives missing items or incorrect items/orders, which can lead to a poor experience. If you consistently have more missing items or incorrect items/orders, you may be penalized or temporarily or permanently lose access to the DigiDude Platform.

 

  • Operational errors resulting in long trip times and/or negative customer satisfaction

Other metrics that are monitored by the system may include, but are not limited to: prep time, delivery partner handoff time (the amount of time it takes for the delivery partner to get in and out of the restaurant with the order, including wait time), online time, and order acceptance time. If these metrics are low they may negatively impact other parties on DigiDude, and may result in loss of access to the DigiDude Platform. Restaurant Partners may reach out to our team with any questions or concerns.

  • Fraudulent or illegal behavior

Fraudulent activity undermines the trust on which DigiDude is built, and will not be tolerated. We will revoke access for any account or accounts associated with fraudulent activity, which may include, but is not limited to: creating dummy accounts for fraudulent purposes; accepting order requests without the intention to complete; and claiming fraudulent fees or charges.

  • Discrimination

DigiDude has a zero tolerance policy towards discrimination of any kind. This means you can lose access to the DigiDude Platform if you are found to have discriminated against delivery partners, customers, or other restaurant partners based on their race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.

  • Compliance with the law

We expect restaurant partners to act in compliance with all applicable laws and regulations, including but not limited to health laws, at all times. DigiDude may revoke your access to the DigiDude Platform for failing to comply with all relevant laws, engaging in illegal activity while using DigiDude, or not maintaining valid restaurant licenses or permits.

 

  • Reactivation on DigiDude Platform

Should your Merchants Profile be temporarily be disconnected for breach of any of the Policies stated hererin, a re-connection fee may be applicable. Merchants that had their profiles disconnected may be required to complete training before being reconnected.

 

Penalty Schedule

  • Call - R3.50 per call made by our team

  • Driver Waiting / Late orders - Drivers waiting time charged per minute

  • Order not accepted within 5mins - R10

  • Missing items / wrong order - Merchant will be charged the per Km and Time rate of driver to collect and deliver the corrected product as well as an correction fee of R25

  • Negative Rating - Low customer satisfaction in your product and service will reduce your overall rating on the platform leading to less customer interest

  • Order not sealed - As a health risk this is not acceptable and will be handled on a case to case matter

  • Reactivation Fee - Merchants that have repeated issues and score low on the customer satisfaction ratings can be switched off. A fee of R250 as well as proof that the issue has been resolve is required to be re-activated 

  • Training - Training is charged at R400/hour for 1/2 people 

 

 

In today’s world our community faces an unprecedented set of challenges, and while technology by itself isn't the solution, when it's done right and combined with good partnerships it has the potential to contribute to a better town for all.

Our aim is to help transform Langebaan into an efficient, community-focused community, which can only be achieved though Partnerships with local business like yourself.

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