We want Grintip to be enjoyable, useful and safe for everyone. These ground rules are designed to ensure that Customers and Delivery Partners have a five star service when using Grintip. Please take a moment to read them, because whether you’re a customer or a delivery partner, decorum and behaviour matters. Respect each other
Treat your fellow customers and deliverers as you would like to be treated yourself: with respect. It’s common courtesy not to shout, swear or slam doors after a successful delivery. Usually a smile is always welcome when opening the door or when delivering groceries. A nice chit-chat is customary in Switzerland. Most important of all, remember that when you use Grintip you will meet people who may look different or think differently from you. Please respect those differences. We want everyone to feel welcome when they use Grintip, either as a customer or as a delivery partner.
Ethics and safety above all
At all times please be nice and never cross ethical boundaries between customers and delivery partners. Chatting upon the moment of delivering groceries at the customer’s delivery address is normal. However, one should not enquire about each other’s personal life as it may be considered unethical. Grintip also is against all acts contrary to the safety of customers and delivery partners. One can contact Grintip upon evidence of not observing this guideline. Grintip reserves the right to contact any authority should the need arise but encourages also customers and delivery partners to do the same. Any offense, either verbal or physical, will lead to the denial of access to Grintip.
Safety during delivery
Please ensure that you follow the law and applicable regulations whether you make the delivery by walking, riding a bicycle or by motorised vehicle. Check out our safety tips. In the event that you, the delivery partner, suffer an accident during your delivery journey, please press… Feedback as a trust value
Whether you are a customer or a delivery partner, please rate the person and the service at the end of a successful delivery. Honest feedback helps ensure that everyone is accountable for their behaviour. This accountability creates respectful and safe conditions for both customers and delivery partners.
The guidelines below help explain some of the specific kinds of behaviour that may cause customers and delivery partners to lose access to Grintip.
Should it be necessary we may take action for violation of these terms, including permanently closing your account. An example would be: the failure to maintain accurate, complete, and up-to-date account information such as having an invalid or expired payment method on file.
Grintip has a zero tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have discriminated against delivery partners based on their race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable laws.
Fraudulent or Illegal Behaviour
Fraudulent or Illegal behaviour undermines the trust on which Grintip is built. We may deactivate any account(s) associated with this type of activity, including: the abuse of promotions, illegal collusion between customers and delivery partners, disputing fees for fraudulent or other illegal reasons, or duplicating accounts.
If you are a delivery partner, and your account is temporarily blocked or deactivated, it limits your ability to provide your services and complete deliveries via Grintip. That’s why we believe it is important to have clear policies that explain the circumstances in which you may be denied access to Grintip and how, should this occur, you 'may' be permitted to use the Service again.
Unforeseen events may occur, resulting ultimately to you losing access to your delivery account — we’ll update this policy regularly — but the following are sufficient cause for Grintip to take action or intervention: quality, safety, fraud and discrimination.
Customers who use Grintip expect the delivery partners to drop off groceries in a good manner, and also to be courteous and professional. The higher the quality of the service, the more customers will want to place delivery orders, which in turn means more opportunities for delivery partners. Poor service has the opposite effect over time. There are several ways we measure delivery quality, with the most important being Star Ratings, Delivery Time (depending on the amount ordered) and Cancellation Rate.
After every successful delivery, our partners and customers are able to rate each other on a scale of one to five stars. This two-way system holds everyone accountable for their behaviour. Accountability helps creating a respectful, safe condition for both delivery partners and customers. Partners may view their current rating in the Ratings tab of the Grintip Delivery app.
As a delivery partner, your rating is based on an average of the number of post-delivery stars customers gave you (from 1 to 5 stars), up to your last 200 rated deliveries, or the total number of rated deliveries you’ve undertaken if less than 200.
The easiest way to keep your average rating high is to provide good service on every delivery. We know that sometimes a delivery may not go well — that’s why we only look at your average rating over your most recent 200 deliveries (or your total rated trip count if under 200). Being in a disagreeable mood due to an unfortunate personal event, i.e. eggs being broken just before pressing the doorbell, is reason enough for a lower mutual star rating. Dialogue between customers and delivery partners is sometimes key to a successful delivery experience.
However, there is a minimum average rating in each city and sometimes for different postcodes. This is because there are cultural differences in the way people in different cities and neighbourhoods rate each other. We will alert you over time if your rating is approaching this limit, and you’ll also receive information on how to improve your rating. However, if your average rating still falls below the minimum after multiple notifications, you will lose access to your account as your rating will no longer meet the overall quality standards that customers reasonably expect from delivery partners when using Grintip services in the relevant city. You may be allowed to regain access to your account if you can provide proof of the steps you’ve taken to improve. Before this occurs however, it is likely that we would call you to attend a meeting, either at our headquarters, or a place close to you, to discuss the reasons behind your low rating and find ways on how to improve.
A delivery cancellation occurs when you accept a shopping and delivery request and then cancel it without making a delivery. Cancellations create a poor customer experience and can negatively affect other delivery partners. We understan that there may be occasions when an inconvenience arises and you then have to cancel an accepted trip. Very importantly however, it’s critical for the reliability of the system and the overall user satisfaction that cancellations are kept to an absolute minimum.
Your cancellation rate is based on the number of deliveries cancelled out of the total number of deliveries you accept. (For example, if you’ve accepted 100 deliveries and 4 of them are cancelled, your cancellation rate would be 4 %). Since our service offers flexibility to all delivery partners, which means they work whenever they want, we assume that by the time you declare yourself as “available”, you have arranged your personal life in order to fulfil your obligations with Grintip. We ideally expect a maximum cancellation rate of no greater than 2% before we start notifying you on the following steps to take regarding your use of Grintip Delivery app.
High acceptance rates are a critical part of reliable, high-quality service, but not accepting sporadic shopping and delivery requests does not lead to a permanent loss of your account.
Consistent acceptance of delivery requests keeps the system running smoothly. We know that sometimes situations may occur preventing you from accepting every request, or perhaps you wish to take a break, however not accepting booking requests regularly causes delays and may degrade the reliability of the system. If you don’t want to accept deliveries, simply turn off your availability status.
If you consistently decline delivery requests, we will assume you do not want to accept more requests and you may be logged out of the app (you will become unavailable). We also reserve the right to freeze your account if you keep declining delivery requests whereas we will get in touch with you to discuss this occurrence before any decision of reinstating your account.
Grintip uses technology to maintain safety for both delivery partners and customers, for instance by GPS-tracking of every shopping and delivery journey and allowing customers to track in real time the progress of the delivery until its receipt. This is all backed up by a robust system of pre-screenings of delivery partners. We also have a dedicated incident response team on call 24/7 to investigate safety incidents (currently available in English and French only).
Actions that threaten the safety of customers or delivery partners will be investigated and, if confirmed, lead to the permanent deactivation of the perpetrator's account.
What leads to you losing access to your account?
If we are made aware of these kinds of problematic behaviour, we will contact you so we can investigate them. Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offense or you refuse to cooperate, you may lose access to Grintip. Any behaviour involving violence, sexual misconduct, harassment, discrimination, or illegal activity whilst using Grintip can result in the immediate loss of your account. Grintip will also deactivate the account of any delivery partner who receives several or serious complaints of poor and unsafe delivery service while using the Grintip app. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our
Law Enforcement Guidelines
Zero Tolerance for Drugs and Alcohol
Grintip does not tolerate the use of drugs or alcohol by partners while performing the shopping and delivery services. This applies for users that are under the influence of such substances (for example consumed before starting the service).
The account of any delivery partner found to be under the influence of drugs or alcohol whilst either on foot, riding a bicycle or using a motorised vehicle to make the delivery will be permanently deactivated. Grintip will not be legally responsible for such behaviour nor will Grintip support said partners in the courts of law. Grintip may also deactivate the account of any driver who receives complaints of drug or alcohol use from customers, or is subject to law enforcement intervention as a result of drug or alcohol use. We may also investigate complaints from third parties before making a judgment.
Compliance with the Law
We expect delivery partners using the Grintip service, whether on foot or using any kind of vehicle or conveyance, to act in compliance with all relevant laws and rules of the road at all times, such as respecting traffic lights and signs for example.
All delivery partners wanting to use the Grintip app are required to undergo a screening process, including motor vehicle records/licensing and background checks, to ensure safety and compliance with our criteria.
Fraudulent activity undermines the trust on which Grintip is built. That’s why we are constantly on the lookout for fraudulent activity committed by any customers or delivery partners attempting to cheat our systems.
We will deactivate any account or accounts associated with fraudulent activity, which may include: deliberately increasing the time of a delivery, accepting requests without the intention to complete, including provoking customers to cancel, creating dummy customer or delivery partner accounts for fraudulent purposes and claiming fraudulent fees or charges from customers upon delivery of groceries or after their acceptance.
Accurate Personal Information
The Grintip app is designed to give customers identifying information of delivery partners such as their name and profile picture before the shopping and delivery process begins. Inaccurate or outdated information can create confusion amongst customers and diminish their experience with Grintip, to the point of request cancellation.
Your account will be deactivated for providing Grintip with inaccurate information or allowing someone else to use your account.
For motorized vehicles, we will ask for accurate and up to date information concerning driving licenses. Failing to provide such information will lead to the cancellation of use of Grintip’s delivery app.
Grintip’s mission is to offer a flexible and competitive online groceries shopping and delivery service to everyone everywhere. We have a zero tolerance policy towards discrimination of any kind at Grintip.
It is unacceptable to refuse to provide services based on characteristics like a person’s race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant federal, cantonal or local law. Actions such as these will result in permanent deactivation of your account.
Last updated: August 7th, 2017