Acceptable Use Policy

This Policy sets the standard of behaviour expected of everyone on the KwikFastHurry Platform — Customers, Vendors and Riders alike. It forms part of the Platform Terms of Service, and breaking it can cost you access to the Platform.

#1. The principle

Three groups of people meet on this Platform, and two of them are doing physical work in the real world. Treat every one of them the way you would want to be treated at your own front door.

#2. Zero tolerance

The following result in immediate and permanent removal, and are reported to law enforcement where appropriate:

• Violence, threats of violence, or physical intimidation against any person.
• Sexual harassment, sexual advances, or any sexual conduct without consent.
• Any conduct involving the sexual exploitation or abuse of a child — see our Child Safety Standards.
• Discrimination or harassment based on race, colour, national origin, religion, sex, gender identity, sexual orientation, age, disability, pregnancy, veteran status or any other protected characteristic.
• Theft of an order, a vehicle, or personal property.
• Weapons brandished or threatened during any interaction connected to the Platform.
• Trafficking in controlled substances or other illegal goods.

#3. Prohibited conduct — everyone

#3.1 Unlawful and harmful

• Using the Platform for any unlawful purpose or to facilitate one.
• Impersonating another person, a business, or a KwikFastHurry employee.
• Stalking, doxxing, or contacting another user outside the Platform after an order ends.
• Recording another user without consent where consent is required by law.

#3.2 Dishonest

• Creating multiple or fake accounts, or using someone else's account.
• Abusing promotions, referral schemes or credits, including self-referral.
• Falsely claiming an order did not arrive, arrived damaged, or was incorrect.
• Filing a chargeback for an order you received and were satisfied with.
• Writing, buying, selling or incentivising fake reviews or ratings.
• Manipulating the dispatch system, pricing, or incentive programmes.

#3.3 Technical

• Scraping, crawling, or bulk-extracting data from the Platform.
• Reverse engineering, decompiling or tampering with our apps, or running them on modified, rooted or emulated environments to gain an advantage.
• Using bots, scripts, GPS spoofing tools, or automation to interact with the Platform.
• Probing, scanning or testing the security of our systems without written authorisation, or interfering with service through denial-of-service or malware.
• Introducing malicious code, or attempting to access accounts, systems or data that are not yours.

#3.4 Content

Do not post, send or upload content that is unlawful, defamatory, obscene, hateful, harassing, deceptive, or that infringes someone's intellectual property or privacy. Do not post another person's personal information without their consent. Do not use our messaging channels for spam or unsolicited advertising.

#4. Additional expectations by role

#4.1 Customers

• Provide an accurate, complete and safe delivery address, including gate codes and apartment numbers.
• Be reachable and ready to receive the order during the delivery window.
• Do not ask a Rider to do anything outside the delivery — no extra errands, no unsafe entry into a property, no exceeding speed limits.
• Do not order age-restricted goods for someone underage, and do not use another person's identification.
• Keep pets secured at handover.

#4.2 Vendors

• List items accurately, including price, size, ingredients and mandatory allergen information.
• Hold and maintain every licence, permit and food-safety certification the law requires.
• Prepare orders to the standard you would apply in your own premises, and package them so they arrive intact.
• Do not cancel confirmed orders without a genuine reason, and do not mark orders ready before they are.
• Do not discriminate against Riders, and provide reasonable access to collect orders, including a place to wait.
• Do not attempt to divert customers off-Platform to avoid fees.

#4.3 Riders

• Hold a valid licence, insurance and registration appropriate to your vehicle, and keep them current.
• Never use the app while driving. Pull over safely first.
• Do not open, consume, tamper with or damage an order.
• Follow all traffic, parking and food-handling laws.
• Do not allow anyone else to use your account, and do not share your account with another person.
• Do not falsify a delivery, a location, or a completion photo.
• Do not work while impaired by alcohol, drugs or medication that affects your ability to drive.

#5. How we enforce

We investigate reports from users, signals from our systems, and information from partners. Depending on the severity and history, we may:

1. Warn you and explain what needs to change.
2. Restrict a feature — for example, disabling promotions or cash payment.
3. Remove content, reviews or listings.
4. Suspend the account while we investigate.
5. Permanently deactivate the account.
6. Withhold payouts connected to fraudulent activity, and pursue recovery.
7. Refer the matter to law enforcement or a regulator.

We aim to be proportionate. A first minor violation usually gets a warning; anything in Section 2 does not.

#6. Notice and appeal

If we take action against your account we will tell you what happened and, where we lawfully can, why. Serious safety cases may be actioned first and explained afterwards.

To appeal, reply to the enforcement notice or email safety@kwikfasthurry.com within 30 days, including your account email and anything that supports your case. A reviewer who was not involved in the original decision will assess it, and a human reviews every permanent deactivation. We aim to respond within 14 days.

#7. Reporting a violation

Reports are treated confidentially. We do not tolerate retaliation against anyone who reports a violation in good faith.

#8. Changes

We update this Policy as new patterns of abuse appear. Material changes are announced in-app and by email at least 15 days before they take effect.