Code of Conduct: GrabFood Merchant
The Code of Conduct (“Code”) is a set of guidelines and standards that GrabTaxi Holdings Pte Ltd and its subsidiaries (“Grab”, “We”) hold our independent merchant-partners (“Merchants”, “You”) accountable to as part of our Grab community. Abiding by the Code ensures that we protect our users and systems and that together we deliver the best experience to our consumers.
Stay Safe and Follow The Law
Selling of Goods
- The Merchant shall issue a BIR Official Receipt to the End User, as required under any applicable laws.
- The Merchant shall ensure that the following, but not limited to, “Restricted Items” shall not be sold for consumption or sent for delivery: animals of any size, illegal (e.g. sharks fin), fragile, dangerous items (e.g. weapons, explosives, flammables, etc), stolen goods, including any substance which consist of any amounts of nicotine or tobacco or any items that the Merchant does not have the permission or license to sell. Sale of any Restricted Item shall lead to permanent banning from the Grab platform.
- The Merchant shall ensure that they have the proper permits to sell “Regulated Items” such as, but not limited to, prescription medicine, alcohol, and other age-restricted items.
- The following actions will be implemented if the Merchant is caught selling “Restricted Items” or “Regulated Items” without the proper requirements and permits on the Grab platform. These penalties may be adjusted as necessary.
- First Offense: Grab shall remove the banned item from the platform.
- Second Offense: Grab shall remove the banned item from the platform. The Merchant will be suspended from accessing the Grab platform for seven (7) days and menu editing access for the Merchant will be permanently removed.
- Third Offense: Grab shall remove the banned item from the platform. The Merchant will be suspended from the Grab platform
- The Merchant must abide by all contractual terms between Grab and the Merchant, such as but not limited to the Device and Mobile Data Agreement, Loans, Marketing Agreements, and other agreements.
- These agreements may cover terms related to one-time payment of any revenues, fees, charges invoiced or claimed by Grab in a timely manner.
- This must be in accordance with the agreed upon credit terms, and/or issuance of the necessary documents/certificates as may be required by law or lawfully due to Grab such as Withholding Tax Certificate 2307, Proof of Being a Withholding Tax Agent, etc. Otherwise, Grab has the right to immediately clawback any amount due, as well as charge a 1% penalty per month for all amounts unpaid/unsettled.
- Failure to do so otherwise may subject these to penalties and charges as may be outlined in the respective agreements. Grab reserves the right to share the Merchant’s contact information to any external collection agency should their account be transferred to such party due to incidences of non-payment.
- The Merchant is responsible for the application and renewal of any applicable permits/registrations to operate their business in Grab including but not limited to LGU Business Permit, SEC Certificate of Incorporation, DTI Business Registration, BIR Registrations, Sanitary Permits, etc.
- The Merchant may be suspended for failure to submit updated permits to Grab; the time under suspension will be determined by Grab based on the severity of the failure.
- The Merchant must recognize and implement statutory discounts which include, but are not limited to, Senior, PWD, and student discounts (if applicable) and must promptly make any POS and operational changes required to comply with government regulations as best possible on the Grab platform.
- The Merchant must work with Grab to align on a reasonable implementation for these discounts for qualified end users.
Respect Our Platform
Act in Good Faith
- The Merchant shall not contact any End User and will not enter into any direct arrangements with the End User for the offer of the goods or any other product or service that is not in accordance with Grab’s service of providing a marketplace platform.
- The Merchant shall not utilize the Grab marketplace platform to promote its products or services that are outside of the Grab platform. This includes, but is not limited to, the sale of goods which are not listed on the Grab platform, and promoting the use of different platforms and/or delivery channels other than the Grab platform.
- The Merchant shall ensure that only the Goods ordered by End Users are included. Merchants are not allowed to include flyers or product sampling without the expressed consent of Grab.
- The Merchant shall not enter into any agreement that would breach its obligations with Grab or cause reputational or financial damage to Grab.
- Be polite and respectful in your interactions with our Driver Partners and End Users. Merchants shall not discriminate service against anyone especially on the basis of, but not limited to, race, sex, religion, and gender.
- Merchants shall not engage in any action that may adversely affect Grab’s reputation such as, but not limited to:
- Demonstrations against Grab or the government, attending political rallies or campaigning while identifying oneself as a Grab merchant.
- Dissemination of false information or any other misrepresentation or action that adversely affects Grab’s reputation.
- The Merchant shall comply with all laws.
- The Merchant shall respect the privacy of all stakeholders. The Merchant is strictly prohibited from contacting the Driver Partner or End Users for any reason unrelated to Grab’s service in providing a marketplace platform.
- The following actions will be implemented for violations related to this section. These penalties may be adjusted as necessary.
- First offense: 3 day suspension and removal of post/materials posted against Grab
- Second offense: Removal from the Grab Platform
- Do not cheat or defraud Grab by any method such as, but not limited to, creating duplicate accounts, doing self-ordering without the exchange of goods, and self-rating of your store.
- Use only the official Grab application downloaded from the Google Play/Apple Store.
- Always provide truthful information when creating/accessing your account, or disputing charges or fees. Use offers and promotions only as intended.
- Do not key in additional charges that were incurred from additional services that are not part of or related to Grab.
- Merchant shall immediately report any actual or suspected fraud to Grab.
- Losses incurred by Grab due to fraudulent transactions will be charged to the Merchant. Grab has the right to suspend or ban and hold sales remittances from the Merchant for fraud during investigation.
Provide Service Excellence
Store Information
- The Merchant shall ensure that all relevant store information such as, but not limited to, store hours, address, contact information, promos, menu, photo completion, and bank details are updated at all times.
- The Merchant shall ensure that item availability in the Grab Platform is fully updated at all times.
- The Merchant shall ensure that complete and accurate weight/volume information for GrabMart items (if applicable) are shared to Grab to help ensure proper fulfillment.
- In case of breach of this section, Merchant consents and authorizes Grab to edit the relevant information, except for the base prices of the goods, if information is found to be outdated or incorrect based on the Merchant’s information from other platforms (e.g. Merchant website, Merchant page on other aggregators).
- The Merchant shall ensure that the GrabMerchant app is turned on and kept online and available to receive and process orders for the Goods during its operating hours in the Grab Platform. The Merchant’s operating hours in the Grab Platform should match the Merchant’s in-store operating hours.
- The Merchant may use the “Temporary Pause” or “Busy Mode” feature. The weekly duration should not exceed 1% of their weekly operating hours in the Grab Platform (“Weekly Pause Threshold”). The Merchant must always turn back to “Available/Open” status after using “Temporary Pause” or “Busy Mode” .
- The following actions will be implemented if the Merchant’s store in Grab exceeds the Temporary Pause threshold within the time period. These penalties may be adjusted as necessary:
- First offense: Warning
- Succeeding offense: The Merchant will be charged 10% of sales lost based on the previous week’s performance in excess of the Weekly Pause Threshold.
- The following actions will be implemented if the Merchant’s store in Grab exceeds the Temporary Pause threshold within the time period. These penalties may be adjusted as necessary:
- A reasonable mark-up (i.e. 10% mark-up) is allowed for the Menu Price unless otherwise stated in the contract, but must not exceed the Menu Price in other platforms. Merchant Service Fee should not be passed on to the End User.
- No mark-ups are allowed for Dine-In and Pick-Up. Menu Price for these must match in-store prices.
- Complaints from End User on prices must be handled by the Merchant.
- Any violation of this section may subject the Merchant to penalties based on the price differential of the mark-up as compared to other platforms. These penalties may be adjusted as necessary. Grab may communicate to End Users that the Merchant’s price mark-up is without authorization.
- The Merchant will not, directly or indirectly, sell the Goods:
- for any perishable Goods, after the manufacturer expiry date or relevant “consume by” date (or similar date prescribed under any food safety or hygiene guidelines);
- for non-perishable Goods, on any date that is less than six (6) months before the expiry date. For the avoidance of doubt, Grab and the Delivery Partner shall not be obligated to check the expiry date of the Goods and shall not be liable for any food safety issues or liabilities, decay or degradation by reason of the Goods’ perishable nature, or improper packaging as presented to the End User.
- The Merchant shall ensure that the Quality Score found in the app is maintained at a healthy level. This includes, but is not limited to, on-time preparation rate, customer ratings, safety, quality, and order fulfillment.
- The following actions will be implemented if the Merchant goes below an unacceptable score. These penalties may be adjusted as necessary:
- First Offense: Reminder
- Second Offense: Radius reduction for one week
- Third Offense: One day suspension
- Fourth Offense: Two day suspension
- Fifth Offense: Five day suspension
- Offenses are only applicable for Merchants with at least 20 orders per week
- The following actions will be implemented if the Merchant goes below an unacceptable score. These penalties may be adjusted as necessary:
- The Merchant shall process all orders as soon as they are submitted by the End User.
- The Merchant shall prioritize orders made through the Grab Marketplace. Should the Merchant require more time to prepare, Merchant shall notify Grab within two (2) minutes from receiving the order using the “Extend” button in the app.
- The Merchant shall notify Grab within five (5) minutes if the Merchant is unable to fulfill the order via Help Center. The Merchant shall also inform End User immediately. In addition, the Merchant shall keep their cancellation rate at a healthy rate.
- The Merchant shall press the “Order Ready” button when the order is ready to be handed to the Partner at least 80% of the time. Usage of the button must be accurate and not be abused. Rewards or/and penalties (e.g. Php 50 per late order) may be applied related to the Merchant’s on-time preparation rate.
- Grab Dine-In and Pick-Up End Users should be treated the same as the Merchant’s dine-in customers.
- The Merchant shall provide a decent waiting area for Grab Drivers and Grab Shoppers as applicable.
- A dedicated check-out counter must be assigned to fulfill GrabMart orders as applicable.
- The Merchant shall ensure that items in the order are complete and correct. For any wrong or missing items, the computed value of the wrong or missing items will be clawed back from your daily sales.
- The Merchant shall ensure that the packaging of the order is secured and properly sealed.
- The Merchant shall maintain safe and hygienic workplaces and practices when handling orders for End Users.
- The Merchants shall pay special attention to instructions for food items from End Users to protect End Users that may be allergic and can fall ill among other things. Guidelines may read “no seafood”, “sensitive to eggs”, and “allergic to nuts” for example.
- Grab may conduct safety and health inspections at the Merchant’s workplace to assure a safe platform for End Users. Grab may impose penalties if prepared food items do not meet food safety standards.
- To drive a consistent End User experience, promos across the Merchant’s platforms or channels must be reasonably applied to the Grab platform.
- For Merchants under Mix & Match, promos running in their individual stores on Grab must also apply to their Mix & Match stores. Grab has the right to extend the same promos of the Merchants to their Mix & Match stores.
Penalties
Unless specified otherwise in the relevant section, the following penalties may be imposed by Grab depending on the frequency and severity of the violation. These penalties may be adjusted as necessary:
- Up to 10% of the Sales value
- Suspension up to thirty (30) days
- Permanent banning from the Grab Platform