Your account might face a temporary hold or be restricted for various reasons. If this has happened to you, we will have informed you directly.
Some of the reasons you may have been restricted include:
Fraud
Duplicate Accounts
Unnecessary delays
Item Theft/Undelivered Orders
API Manipulation/Spoofing
VAT Fraud
Shift Grabbers/Run Abuse
Serious Incidents
Process Summary
We want a smooth experience for everyone. Account reconsideration happens through a review process. We’ll send you a detailed email with the revocation reason and time frame. Your chance to explain. Fill the form, share supporting evidence, and let’s sort it out together. Be patient; we’ll make the right call. Submit one form, don’t rush it. Once decided, it’s final.
To make sure you understand the acts that can lead to having your account revoked, we’ve included a list of things to avoid and best practices to make sure you stay on track!
Duplicate Accounts
Utilising new account(s) after already being revoked and/or utilising multiple courier accounts to increase the likelihood of runs/orders.
Best Practice: Only hold one account on the platform.
Unnecessary delays
Courier actions impacting the arrival time at the partners location.
Best Practice: Move directly to the partner after accepting an order.
Item Theft/Undelivered Orders
Accepting orders and failing to collect / deliver in its entirety. This includes repeatedly cancelling orders and flash marking orders as “Delivered”
Best Practice: Once the order has been accepted, couriers are obliged to collect and deliver the order unless exceptional circumstances apply.
API Manipulation/ Spoofing
Using 3rd party software to falsify location during an order for any reason.
Best Practice: Do not use any third-party apps and/or software to interfere with the courier app at any time.
VAT Fraud
Falsely claiming to be VAT registered and /or knowingly supplying false information for financial gain.
Best Practice: While it is not an obligation for you to be VAT registered you must inform us if you are VAT registered and subsequently inform us immediately should your registration status change by emailing us. You must also notify us immediately if your VAT registration number changes or if you sell all or part of your business.
Shift Grabbers/Run Abuse
The use of third party apps to secure open runs through an enhanced refresh rate and automated acceptance.
Best Practice: Do not use any third-party apps and/or software to interfere with the courier app at any time.
Sexual Misconduct/Assault plus Verbal/Physical Abuse – including discrimination
As a company we don’t tolerate any form of sexual misconduct or abuse, be it verbal or physical. Behaviour of this kind will lead to permanent revocation of your account.
Unsafe Use of a Vehicle
Being unsafe while using it puts yourself and others at risk. Some examples are:
Intoxication
Incorrect vehicle classification on your account
Expired Documents
If one or more of your documents that are required from a safety, and/or legal perspective has expired, your account will be paused until they are updated and then you’ll be back on your way.
Others
Any action that could affect public safety or impact Lieferando’s reputation.
Under Investigation
If any concerns around your account have been raised to us, we will pause your account until it is resolved.
If you believe that your access to the platform was wrongfully removed, you can complete the access reconsideration request form. We ask that you fill out every section to the best of your knowledge and upload as much supporting evidence as possible to assist us in coming to the correct outcome.
