Code of Conduct: Grab Merchant Partners

Selling of Goods

1. The Merchant shall issue a BIR Official Receipt to the End User, as required under any applicable laws.
2. 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.
3. 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.
4. The Merchant shall only fulfill prescription drug orders upon receipt of a latest valid prescription issued by a duly licensed healthcare professional, and shall at all times comply with all applicable laws, rules, and regulations governing the sale, dispensing, and delivery of such products.
5. The Merchant shall ensure that age-restricted products, including but not limited to alcoholic beverages, tobacco products, and any other items subject to minimum age requirements, are sold only to customers who meet the legally prescribed age threshold and in full compliance with applicable laws, rules, and regulations.
6. The Merchant shall not list or sell any products that infringe upon the intellectual property or proprietary rights of any party, including but not limited to counterfeit, pirated, or unauthorized branded goods, or items for which the Merchant does not hold the necessary rights, licenses, or permissions. No copyrighted or trademarked words, brand names, or other protected identifiers shall be used in their store name, menu items, item descriptions, or other content on the Grab platform without proper authorization, and only materials that they own or are duly licensed or otherwise authorized to use shall be uploaded or used.
7. The following actions will be implemented if the Merchant is caught selling “Restricted Items”, “Unauthorized 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

Contracts

1. 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.

Permits and Registrations

1. 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.
2. 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.
3.  

Senior Citizen and PWD Discount

1. 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.
2. The Merchant must work with Grab to align on a reasonable implementation for these discounts for qualified end users.

Act in Good Faith

1. 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.
2. 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.
3. 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 express consent of Grab.
4. The Merchant shall not enter into any agreement that would breach its obligations with Grab or cause reputational or financial damage to Grab.
5. The Merchant shall not refuse any Dine-Out Deals orders while the Dine-Out Deals contract is in force unless otherwise stipulated in the contract.
6.  For Dine-Out Deals transactions, the full amount of the customer’s bill, including any applicable service charges, VAT, and other mandatory fees, shall be paid exclusively through the Grab app. The Merchant shall not require additional payment through cash or any other channel for any portion of the bill, including but not limited to service fees, cover charges, and other compulsory charges.
7. The Merchant shall not reject or refuse any order or Dine-Out Deals transaction solely due to the use of vouchers, discounts, or other valid promotions available on the Grab platform, provided that the order or transaction does not appear to be fraudulent or abusive. All applicable vouchers and discounts shall be honored in accordance with the offer terms and conditions displayed to the customer.

Behavior

1. Be polite and respectful in your interactions with our Delivery Partners, End Users and Grab staff. Merchants shall not discriminate service against anyone especially on the basis of, but not limited to, race, sex, religion, and gender.
2. 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.
3. The Merchant shall comply with all laws and Grab’s policies as communicated from time to time. 
4. The Merchant shall respect the privacy of all stakeholders. The Merchant is strictly prohibited from contacting the Delivery Partner or End Users for any reason unrelated to Grab’s service in providing a marketplace platform.
5. 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

Fraud

1. 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.
2. Use only the official Grab application downloaded from the Google Play/Apple Store.
3. Always provide truthful information when creating/accessing your account, or disputing charges or fees. Use offers and promotions only as intended.
4. Do not key in additional charges that were incurred from additional services that are not part of or related to Grab.
5. Merchant shall immediately report any actual or suspected fraud to Grab.
6. Grab shall not be liable to honor fraudulent and unauthorized transactions made in its system such as, but not limited to, transactions completed through credit card fraud, promo abuse, or any other form of gaming the system. In such instances, any losses or unwarranted payments attributable to fraudulent or unauthorized activities (including chargebacks of the relevant credit card company) shall solely be borne by the Merchant.
   Grab further reserves the right to impose sanctions such as, but not limited to, immediate suspension or deactivation of the account. Grab, at its sole discretion, may:
   (a) withhold sales remittances to the Merchant pending investigation;
   (b) offset any withheld amounts against any losses incurred by Grab; and
   (c) Withhold remittances to Merchant which have been found linked to fraudulent and/or unauthorized transactions.Grab

Store Information

1. 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 and accurate at all times.
2. The Merchant shall ensure that all information and documents submitted during onboarding—including but not limited to business registrations, permits, tax IDs, bank details, store address, contact information, and brand assets—are legitimately owned by the business or its authorized owner. Any such information and documents provided upon onboarding shall be deemed as belonging to the business, and the Merchant represents and warrants that they have full authority to use and submit these on behalf of the business.
3. The Merchant shall ensure that item availability in the Grab Platform is fully updated at all times.
4. 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.
5. 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). 

Operating Schedule

1. 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.
2. The Merchant may use the “Temporary Pause” or “Busy Mode” feature as needed, while keeping a healthy Store Offline Rate. 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.

Pricing and Mark-up

1. 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.
2. No mark-ups are allowed for Dine-Out and Pick-Up. Menu Price for these must match in-store prices.
3. Merchants must adhere to government-mandated price freezes and SRPs.
4. Complaints from End User on prices must be handled by the Merchant.
5. 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.

Order Fulfillment

1. 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. 
2. 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.
3. Grab Dine-Out and Pick-Up End Users should be treated the same as the Merchant’s dine-in customers.
4. The Merchant shall provide a decent waiting area for Grab Drivers and Grab Shoppers as applicable.
5. A dedicated check-out counter must be assigned to fulfill GrabMart orders as applicable.
6. 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.
7. The Merchant shall ensure that the packaging of the order is secured and properly sealed.
8. The Merchant shall maintain safe and hygienic workplaces and practices when handling orders for End Users.
9. The Merchant should be attentive to order/food instructions from End Users, including requests for cutlery and various dietary restrictions, such as “decaf”, “gluten-free”, “allergic to nuts”, “no seafood”, “vegan”, or any other specific preferences that customers may have.
10. 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. 
11. The Merchant shall maintain a healthy cancellation rate. Cancellations resulting from avoidable reasons such as but not limited to: item unavailability, store closure, and other reasons within the Merchant’s control, should be minimized. It is the Merchant’s responsibility to ensure that their stock levels and store operating hours are accurately reflected on the platform to reduce customer confusion and unfulfilled orders.
12. The Merchant shall be responsible for ensuring that each order is released to the correct party (ie., for delivery orders, only to the delivery-partner assigned to the order on the Grab platform, and for self pick-up orders, only to the customer whose order details match those shown in the Grab app).
13. The Merchant shall prepare and dispatch all orders within the expected preparation and handover times communicated on the Grab platform, and shall take all reasonable measures to maintain a healthy Order Delay Rate in line with Grab’s operational standards.

Promos

1. To drive a consistent End User experience, promos across the Merchant’s platforms or channels must be reasonably applied to the Grab platform.
2. 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.