Precautions and Terms of Service

Terms of Service : Grabfood

Introduction

Please read these Terms of Use carefully. By using the Service (as defined), you agree that you have read and understood the terms in these Terms of Use that are applicable to you. These Terms of Use and the Grab Policies (as defined) constitute a legally binding agreement (“Agreement”) between you and Grab (as defined). The Agreement applies to your use of the Service (as defined) provided by Grab. If you do not agree to the Terms of Use please do not use or continue using the Application or the Service.
Additional Terms of Service

Code of Conduct – Consumer

In order to Drive Southeast Asia Forward, we need everyone in our community to work together towards a Safer every day. By using Grab, GrabFood or GrabExpress as a passenger or consumer, you are bound by the following Code of Conduct, in addition to our Terms of Service and the local laws where you use Grab. If you’re found to be in breach of the following guidelines, Grab may take action including temporarily or permanently suspend your account. Code of Conduct – Consumer

In order to avoid violating the rules for using the Grab services, Grab would like to remind users to be mindful of the following incidents.

 

Rules and penalties for violators 1st strike 2nd strike 3rd strike 4th strike 5th strike
No. Scenarios Actions
1 Incorrect pick-up point or incorrect pinned location Warning Warning Suspend the account for 48 hours Suspend the account for 72 hours
2 Refusing to pay the extra fees such as parking fees, toll fees, access fees Warning Warning Suspend the account for 48 hours Suspend the account for 72 hours Account deactivated
3 Payment for food and other services are not fully paid when the method of payment is cash Warning Suspend the account until payment is made Account deactivated
4 Refusing to pay for food and other services when the method of payment is cash Warning Suspend the account until payment is made Account deactivated
5 Unable to contact in all channels when driver-partner arrives at drop off point, such as unable to contact the registered phone number or the phone number is suspended in case of cash payment Suspend the account for 48 hours Suspend the account for 120 hours Suspend the account until the user contacts back and pay the latest order in full amount
6 Driver-partner reports waiting for the consumer at drop off point more than 15 minutes Warning Warning Warning Suspend the account for 24 hours
7 Cancel the order Warning Warning Suspend the account for 48 hours Suspend the account for 72 hours Account deactivated
8 Under influence of alcohol and not be able to conduct self-control Warning Suspend the account for investigation Account deactivated
9 Inappropriate behaviours that cause harm such as using profane words toward driver-partners or CE agents Warning Suspend the account for investigation Account deactivated
10 Behaviour that may cause violence, such as threatening driver-partners, harassment Suspend the account for investigation Account deactivated
11 Illegal Acts Suspend the account for investigation Account deactivated
12 Order partner driver to purchase items that are not in the application Warning Suspend the account for investigation Account deactivated
13 Demands driver-partner to go to dangerous areas that may affect safety, life and driver partner’s properties such as prohibited parking, restricted areas, off-limit areas Warning Suspend the account for investigation Account deactivated
14 Violate application purposes
– Use another account to scam driver-partners to assign order/job to yourself
– Long-distance order/job request for higher delivery rates
Record and track service usage behavior / Suspend the account for investigation Account deactivated
15 Has behaviour to claim compensation/appeasement more than 2 times in a period of 30 days in the event that compensation conditions are not met Warning Suspend the account for investigation Account deactivated

 

Request to re-activate the account

For users whose accounts has been suspended/deactivated, you can submit the appeal for account reactivation consideration via Grab Help Centre click

 

Notifications and Actions

Grab will keep a record of the transaction history of every user. If you receive a notification via email or SMS message about these reports. Grab would like to ask you to be careful not to repeat these incidents in order to continue using Grab services smoothly