At Ryde we want our clients, riders and partners to have the best possible delivery experience.
At Ryde, we ask the following of our Clients/Partners:
R-E-S-P-E-C-T!
In everything we do at Ryde, we promote & enforce our riders first mission. From collection to drop off and everything in between, we ask that our riders are treated with the respect and understanding that you would ask for yourselves. Should you find any behaviour of a rider does not meet your or Ryde's standards, we as you to report this directly to your Ryde Representative. In line with this, we also ask that all members of our Live Support team are treated with equal respect, we're here to help you get the best experience possible.
To work with riders professionally, we ask that you:
We understand that delays cannot always be predicted, so we ensure riders are paid for any wait time over 5 minutes
Where possible, please allow riders to use your facilities
Where possible, offer riders water - especially on a hot day!
Lead with kindness and encourage polite and clear communication
Inform your customers of the importance of being ready to collect their order on arrival to drop off with any necessary additional information included in the delivery notes. This is so our riders can get back on the road for their next order in a timely manner.
Looking After Your Customers
At Ryde, we know first-hand how important a great customer experience and a vital role is plays in your overall success. In accordance with this, Ryde asks that clients & merchants:
Ensure items are ready for the time indicated on the order receipt to avoid delays in delivery
Ensure packaged items match the description you've provided to your end customers
Mark any items that you don't have as 'unavailable' to avoid cancelled orders
Take note and give accurate information in relation to any dietary requirements for your customers
Once you had the package over to our riders, they'll be sure to keep it safe and secure until the time of arrival!
Safety Above All Else
Putting our rides first and keeping our whole community safe is the number 1 priority at Ryde. Our policies that can you can help to promote this include:
Food Hygiene Standards: maintaining this to an excellent standard so customers feel their orders are safe and secure. We'll make sure our riders take extra care when handling the items.
Licensing: up to date & correct licenses to sell alcohol or other regulated/age-restricted items. Our riders are all over the age of 18 and have training on checks & supplying these goods to customers
Allergen & Nutritional information: displayed clearly, where possible, and having trained staff to respond to queries about allergens from your customers. It is not the responsibility of our riders to confirm the items meet any personalised customer requests.
Help Prevent Fraud
Ryde works hard to build trust within our community at all levels. Fraudulent activity undermines all the hard work that we do towards this. Committing fraud is a criminal offence, and therefore Ryde has a number of measures in place to monitor fraudulent activity. Should an account be found or suspected to be engaging in fraudulent activity, immediate action will be taken:
Deactivation of your Ryde account; and/or
Escalation to the relevant authorities.
Investigating Infringements
Should Ryde be made aware of riders breaching their terms & conditions, we will conduct thorough investigations before any immediate or permanent action is taken. The investigations are conducted internally. Should a pattern of sudden and extremely harmful behaviour involving your account be confirmed, we may choose to block access to your Ryde account permanently.
These Community Guidelines form part of your agreement with Ryde.