Terms of Use

14. Usage policy for the Shoula Express Delivery system — Drivers

This policy organises drivers' work and protects the rights of the office, the driver, the customer and the stores contracted with it. Using the Shoula Express Delivery system constitutes agreement to the following instructions:

1. Receiving and performing orders

• All orders must be performed exclusively through the Shoula Express Delivery system.
• Receiving or performing any order outside the system from a customer, store or restaurant met through the work is prohibited.
• The driver must review the order details before accepting it.
• After accepting an order, the driver is responsible for following it through to delivery, or informing support if there is a problem.
• Transferring an order to another driver without support's approval, or other than through the mechanism provided in the system, is prohibited.

2. Cancelling an order

• Cancelling an order after accepting it without a genuine reason is prohibited.
• If a problem prevents performing the order, contact support before cancelling.
• Support may apply a fine or administrative measure for repeated unjustified cancellations.

3. Money

• Order amounts must be handed over or settled under the adopted procedure, on the same day when required.
• Keeping amounts belonging to the office or stores without approval is prohibited.
• The driver is responsible for any financial shortfall caused by their error or negligence.
• All deductions, credits and settlements must be recorded in the system.

4. Wallet

• The driver must keep the required minimum balance in their wallet to be able to receive orders.
• If the balance falls below the set threshold, order receipt may be suspended automatically until the wallet is topped up.
• Manipulating the wallet or attempting any transaction outside the system is not allowed.

5. Dealing with customers and stores

• All customers and stores must be treated respectfully and professionally.
• Using inappropriate language or getting into altercations is prohibited.
• Asking the customer for any amount beyond the amount shown or approved in the system is prohibited.
• Any complaint about misconduct is investigated and may result in a warning, a fine or account suspension.

6. Orders outside the system

Taking or performing any private order outside the Shoula Express Delivery system from the office's customers or stores is strictly prohibited.

If proven, support may take appropriate measures, which may include:

• Imposing a financial fine.
• Temporarily suspending the driver's account.
• Ending the working relationship if the violation is repeated.

7. Identity documents and items in custody

• Leaving a personal ID with a store or customer as a deposit is prohibited.
• The driver is responsible for the order or money they receive while it is in their possession.
• The order must be protected from damage or loss until it is delivered.

8. Driver status in the system

• The driver's status in the system must match their real situation.
• Closing the app or switching to Offline while an order is active is prohibited, except in cases of necessity and after informing support.
• Using any means to circumvent order dispatch or driver ranking is prohibited.

9. Personal account

• The driver's account is for the driver only and may not be shared with anyone else.
• Giving the password or sign-in code to anyone is prohibited.
• The driver is responsible for all transactions performed from their account.

10. Violations

Support may take one of the following measures depending on the type and frequency of the violation:

• Notice.
• Warning.
• Deduction or financial fine under the adopted procedure.
• Temporary account suspension.
• Ending the working relationship.

Violations and the measures taken are recorded in the system so the driver's record is clear.

11. Rating and performance

Drivers are rated on several factors, including:

• Number of orders completed.
• Cancellation rate.
• Adherence to working hours.
• Speed of pickup and delivery.
• Ratings from customers and stores.
• Number of complaints and violations.
• Compliance with financial and administrative instructions.

The rating may affect the commission rate, benefits and the number of orders the driver receives.

12. Policy updates

The Shoula Express Delivery office may update this policy or add new instructions to suit the needs of the business.

15. Merchant usage policy for the Shoula Express Delivery system

This policy organises the working relationship between the Shoula Express Delivery office and the merchant, and makes each party's responsibilities clear when creating, sending and following orders through the system.

The merchant's use of the system constitutes agreement to the following instructions:

1. Creating orders

• Order information must be entered correctly and completely before sending.
• The merchant is responsible for the accuracy of the customer's name, phone number, address, the order value and any additional notes.
• The amount to be collected from the customer must be set correctly.
• If the order changes, inform support or the driver before the order is picked up from the store.

2. Handing the order to the driver

• Make sure the order is handed to the driver assigned to it in the system.
• Handing the order to an unknown person, or someone not confirmed as the order's driver, is prohibited.
• It is recommended to check the driver's name or details before handing over the order.
• Once handed over, the driver becomes responsible for transporting and safeguarding the order under the office's rules.

3. Orders and amounts

• The merchant must enter the true amount to be collected from the customer.
• The merchant is responsible for any error in an amount entered from their account.
• Asking the driver to collect additional amounts not recorded in the order is prohibited unless the order is amended or support is informed.
• Amounts are settled under the procedure adopted by the office.

4. Cancelling an order

• If the merchant wants to cancel an order, the cancellation must be made before the driver picks it up whenever possible.
• If the driver has already set off or picked up the order, fees or charges may apply under the office's policy.
• Repeatedly creating and cancelling orders without justification is prohibited.
• Support may review repeated cancellations and take appropriate action.

5. Changing the customer's address or number

• Inform the driver or support immediately of any change to the customer's address or phone number.
• If an address change increases the delivery distance, the delivery fee may change.
• The office is not responsible for delays caused by incorrect information entered by the merchant.

6. Packaging

• The merchant is responsible for packaging the order appropriately and securely before handing it to the driver.
• Liquids, food and items that can spoil or spill must be sealed properly.
• The driver is not responsible for damage caused by poor or unsuitable packaging.
• The driver may report to support any order that is not securely packaged before picking it up.

7. Prohibited or hazardous items

• Sending any illegal, hazardous or non-transportable items is prohibited.
• The merchant bears full responsibility for the contents of any order they hand over.
• The office or the driver may refuse any order suspected of being unsafe or in breach of the instructions.

8. Dealing with drivers

• Drivers must be treated respectfully and professionally.
• Abusing, threatening or mistreating a driver is prohibited.
• If there is a problem with a driver, contact support instead of entering into a direct confrontation.
• Any complaint made by a merchant or a driver is verified before any action is taken.

9. Orders outside the system

• All delivery orders should be created through the system so that each order is recorded, followed and everyone's rights preserved.
• Arranging with a driver to perform a store order outside the system is prohibited if the driver works through the Shoula Express Delivery office.
• Any order performed outside the system is not covered by the office's follow-up or guarantee.

10. Merchant account

• The merchant account is for the registered store or entity only.
• The merchant is responsible for protecting their sign-in details.
• Giving account details to unauthorised people is prohibited.
• Any order created from the account is considered approved unless support has been informed of a breach or unauthorised use.

11. Contacting the customer

• A correct phone number for the customer must be provided to the office and the driver.
• If the customer cannot be reached, contact is attempted under the office's procedures.
• If the order cannot be delivered because the customer does not answer or their details are wrong, the order is handled under the adopted return policy.

12. Returned orders

• If an order cannot be delivered, it must be returned to the merchant under the adopted procedure.
• A delivery or return fee may be charged depending on the reason the order failed.
• The merchant must accept the returned order and not hold the driver responsible for a cause unrelated to them.

13. Violations

If the instructions are breached, support may take appropriate action, which may include:

• Notifying the merchant.
• Temporarily suspending order intake.
• Suspending the merchant's account.
• Ending the relationship in the case of repeated serious violations.

14. The office's responsibility

The Shoula Express Delivery office undertakes to provide delivery and order follow-up within the available capacity, and to work on resolving problems that occur during delivery.

The office is not responsible for:

• Errors resulting from information entered by the merchant.
• Poor packaging of the order.
• Order contents differing from the information provided.
• Any arrangement between the merchant and the driver outside the system.

15. Policy updates

The Shoula Express Delivery office may update this policy or amend some of its clauses to suit the needs of the business.