SkipdQ Community Guidelines
Our guidelines were developed to help make every experience feel safe, respectful and positive. They apply to everyone who uses any of our apps, including but not limited to agents, SkipdQ users, and partner merchants. It also includes interactions you may have with SkipdQ employees and contractors through online support systems or over the phone.
Thank you for joining us to support and safeguard a welcoming environment.
The guidelines below help explain some of the specific kinds of behaviour we encourage on the SkipdQ platform, as well as the behaviours or circumstances that may cause you to lose access to the SkipdQ platform. There may be unforeseen events which result in you losing access to the SkipdQ apps, but these Community Guidelines provide the basis for behaviour we expect from all those using the SkipdQ apps. Please take a moment to read them.
Guidelines for all of us
Everyone who signs up for a SkipdQ account is required to follow SkipdQ’s Community Guidelines.
Be courteous and respectful
Treat your fellow SkipdQ app users as you would like to be treated yourself: with respect. The actions you take while using the SkipdQ apps can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently towards other people when using the SkipdQ apps – just as you would in any public place.
For example, always try to be on time to deliver or to pick up your delivery. It’s also common courtesy not to shout, swear or slam doors. Everyone should feel supported and welcomed when they use the SkipdQ apps. You can best do this by respecting the differences of others. It’s also why we’ve created the following standards on physical contact, inappropriate conduct and sexual assault, threatening and rude behaviour, unwanted contact, discrimination and property damage.
Don’t touch strangers or anyone you have just met while using any of SkipdQ’s apps. Hitting, hurting or intending to hurt anyone is never allowed, nor is any other physical contact with an unknown person you have met via the app.
Inappropriate conduct and sexual assault
We all value our personal space and privacy. It’s okay to chat with other people but it’s not ok to comment on someone’s appearance or personal circumstances. Be mindful that people may not appreciate being asked about their personal life, including about children, work, where they live or their relationship status.
Personal space and privacy should be respected at all times.
The following list provides examples of conduct that is inappropriate (that may also be considered sexual harassment), but is not exhaustive:
Sexual assault and sexual harassment of any kind is prohibited and may also be against the law. Sexual assault and misconduct refers to sexual contact or behaviour without explicit consent of the other person.
Threatening and rude behaviour
Aggressive, confrontational or harassing behaviour is not allowed. Don’t use language or make gestures that could be disrespectful, threatening or inappropriate. It may be a good idea to stay away from personal topics that can potentially be divisive, as these may be unlawfully discriminatory, like religion and political beliefs.
Contact should end when the trip or delivery is complete, unless it’s to return a lost item. Unwanted contact can be seen as harassment and includes for example, texting, calling, social media contact, visiting or trying to visit someone in person after a trip or delivery has been completed.
You should always feel safe and welcome. That’s why we don’t tolerate discriminatory conduct or behaviour.
It is unacceptable, and in some instances unlawful, to refuse to provide services because of characteristics such as disability (for example, because the rider has a wheelchair or a service animal), race, religion, national origin, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.
It’s also unlawful to otherwise discriminate against a user because of these characteristics. This includes making comments about these characteristics, or rating another user – whether they’re a SkipdQ user, agent, or partner merchant or rider – based on these traits.
In addition, intentionally refusing or cancelling requests solely for the purpose of avoiding a particular neighbourhood due to the characteristics of the people or businesses that are located in that area is potentially unlawful discrimination and therefore not acceptable.
We want to help increase the transport options for agents with disabilities. That’s why we have information available for agents, agents and SkipdQ users on this topic. You can go here to learn more about SkipdQ’s commitment to accessibility. It is important that agents understand their legal obligations in relation to the transport of agents with disabilities, including transporting service animals. You can learn more about SkipdQ’s non-discrimination policy here.
Damaging property is never allowed. Some examples include damaging the car, bike, scooter or other mode of transportation requested through the SkipdQ apps; breaking or vandalising a phone or tablet; intentionally spilling food or drink; smoking in a car; or vomiting due to excessive alcohol consumption or otherwise. If you damage property, you’re responsible for the cost of cleaning and repair fees, outside of normal wear and tear.
Everyone has a role to play in helping to create a safe environment. That’s why we have standards on account sharing, account holder age and more.
Account sharing is not allowed. To use any SkipdQ app, you need to register and maintain an active account. Don’t let another person use your account, and never share your personal details, including username, password or biometric data with anyone else.
People under the age of 18
You must be 18 years or older to have a SkipdQ account. Account holders can’t request a delivery for someone under the age of 18 who will not be accompanied by either the account holder or another adult when collecting the delivery.
If, as an agent, you notice at pickup or delivery that your SkipdQ user looks under 18, you can decline the trip or delivery and report it to SkipdQ. Refusing or cancelling a trip or delivery on this basis will not impact your driver or agent rating.
When ordering items, children are also not allowed to use an adult’s SkipdQ account by themselves. All deliveries to schools should be made through the school reception, unless otherwise directed by the school.
For an easy pickup or delivery, the SkipdQ apps give agents and SkipdQ users identifying information about agents and their vehicles, including their licence plate number, vehicle make and model, profile picture and name. Inaccurate or outdated information creates confusion among agents and SkipdQ users and can diminish their experience using the SkipdQ apps.
Agents must take trips and deliveries using only approved vehicles. To provide accurate information, let us know your vehicle information and any updates to your documentation that may become invalid, like a driver’s licence that’s about to expire.
Helmets for bikes, motorcycles and scooters
For your safety, when riding a bike, motorcycle or scooter, find a helmet that fits well. Helmets can help protect you when worn according to the manufacturer’s instructions, such as sitting low on your forehead and fitting snugly under your chin.
For your safety, you are also responsible for ensuring you are compliant with local road rules and laws that relate to riding a bike such as requirements for lights and bells.
Being out on the road means doing your part to help keep yourself and others safe. This means keeping your eyes on the road, being well rested and watching for situations that may require quick action. The law requires you to drive safely and this includes assessing your level of fatigue prior to logging on, and throughout your driving time. Other activities you may have been doing during the day or night can contribute to fatigue. Remember, the only true preventative measure against fatigue is sleep. We review reports of potentially unsafe driving behaviour and take action accordingly.
Proper maintenance and upkeep
Agents must ensure their motor vehicles meet roadworthiness requirements, including that brakes, seat belts and tyres are in good operating condition. This means maintaining your vehicle according to industry safety and maintenance standards. Agents are expected to maintain their bike or e-bike in a safe condition in line with manufacturer's recommendations.
If you are involved in a road accident, we may restrict your access to the SkipdQ app while we review whether the vehicle continues to meet roadworthiness requirements.
Safe roads, safe footpaths, safe pickups
We must all practice safe behaviour on the roads and footpaths, which includes looking out for all travellers and partners, regardless of how they get around and work.
As an agent, follow the rules of the road, use hand signals, give way to pedestrians and avoid parking on accessibility ramps or in a way that blocks pedestrian traffic.
Partner Merchants should provide a safe area for order pickups.
SkipdQ may take additional measures to try to preserve the safety of our platform during public emergencies, including but not limited to natural disasters, public health emergencies and public crisis situations.
For example, if SkipdQ receives notice from a public health authority that someone using the SkipdQ platform may present a potential for public harm, we may waitlist the individual’s account until it is reasonably safe to allow the individual to resume using the SkipdQ platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the SkipdQ platform in order to comply with guidance from authorities during a time of public health emergency, natural disaster or other public crisis situation, or when the continued availability of the SkipdQ platform might present a clear and present danger.
Additional guidelines for SkipdQ deliveries
In addition to following all of SkipdQ’s Community Guidelines, the standards below apply to orders and deliveries with SkipdQ.
Proper handling of food orders
Merchants are expected to meet all relevant licensing requirements and all other food laws and regulations – including food safety and hygiene regulations – and industry best practices and SkipdQ policies. Merchants must maintain valid licences and/or permits.
Many prepared foods are perishable and can cause illness if not properly handled. Such foods can be potentially hazardous if not maintained under the proper time and temperature controls prior to pickup.
To help ensure that food reaches SkipdQ users safely, partner merchants are encouraged to seal packages in tamper-evident packaging ahead of delivery. Merchants are expected to act responsibly on information provided by SkipdQ users related to food allergies, intolerances or other dietary restrictions and reject order requests with which they cannot comply.
Proper delivery of orders
Merchants may outline certain delivery guidelines that promote food safety, adhere to regulatory guidance or accommodate SkipdQ user dietary restrictions. For example, partner merchants may notify an agent to keep halal and non-halal food separate. Agents should always follow such guidelines from partner merchants.
An insulated bag can make for a better SkipdQ user experience. Deliveries by bicycle may benefit from a more specialised bag to protect food from movement and weather conditions.
Agents should deliver orders safely and in accordance with relevant safety standards and any delivery guidelines provided by partner merchants. For example, don’t tamper with or open packaging during delivery. This can lead to foreign matter in food, which may pose a significant food safety risk for SkipdQ users.
Sellers of alcohol items are expected to meet all relevant licensing requirements and to follow all liquor regulations and industry best practices. Sellers of alcohol items must maintain valid liquor licences and/or permits.
All orders that contain alcohol must comply with any applicable laws and restrictions on off-premise alcohol delivery and hours of service. Only SkipdQ users who are the legal age to buy alcohol (18+), and are not intoxicated, can order and receive alcohol deliveries where available. SkipdQ users will be asked to show government-issued photo IDs to verify age and identity when an alcohol delivery arrives. If the SkipdQ user does not have a valid government-issued photo ID, or appears intoxicated, the alcohol portion of the order will not be able to be delivered and may be returned to the seller at the SkipdQ user’s expense. SkipdQ users may not place an order that includes alcohol to be delivered to a public location where open containers are prohibited, or to any other areas where possession or consumption of alcohol is prohibited by law.
Sellers and agents are prohibited by law from selling and delivering alcohol to SkipdQ users under the local legal drinking age. Merchants and agents are responsible for following local requirements for alcohol delivery, which often include asking SkipdQ users to show their ID to verify age and identification, refusing delivery if an SkipdQ user is underage or appears intoxicated and returning alcohol that is undeliverable to the merchant. Merchants may be asked to accept returns of alcohol items that are undeliverable for any reason.
Creating a positive experience for agents and SkipdQ users
It’s important for partner merchants to treat agents and SkipdQ users with respect.
Merchants should fulfill the correct items in their SkipdQ user’s order. When an SkipdQ user receives missing or wrong items it can lead to a poor experience.
Long preparation times, long agent handoff times (the amount of time it takes for the agent to get in and out of the merchant with the order, including wait time) and high cancellation rates also create a negative experience for SkipdQ users and agents.
If these metrics, or others, are significantly worse than the average for your city they may negatively impact other parties’ experiences with the SkipdQ app. Merchants that don’t meet the minimum standards for their city may lose access to the SkipdQ App. If your metrics are below the minimum standard we will let you know. Merchants can monitor their own metrics anytime by signing into their Restaurant Manager portal, and may reach out to our team with any questions or concerns.
Merchants may only offer for sale items expressly contemplated under their agreement with SkipdQ. Regulated or illicit items, and prescription medications are not allowed to be offered on a merchant’s SkipdQ menu. SkipdQ may remove from – or otherwise limit your ability to post to – a merchant’s SkipdQ menu any items SkipdQ deems prohibited, inappropriate or offensive.
Always comply with the law of the land
We have standards based on applicable laws and regulations that everyone must follow. For example, using the SkipdQ apps to commit any crime or to violate any other law is strictly prohibited.
Follow all laws
Everyone is responsible for knowing and obeying all applicable laws, including the rules of the road such as seat belts, speed and traffic laws, food and food handling, and airport rules and regulations when at the airport, at all times when using the SkipdQ apps.
All relevant licences and accreditation requirements must be kept up to date. For example, all driver and agents using a vehicle are required by law to maintain a valid driver’s licence, insurance and vehicle registration. For ridesharing, this also includes meeting the applicable regulatory requirements for rideshare or for-hire drivers in your area. We review reports of collisions or traffic citations that may have happened during a trip or delivery, and other reports that may indicate poor, unsafe or distracted driving, while using the SkipdQ apps. Local rules about parking may limit where you can park your vehicle when picking up orders, making deliveries or waiting for agents to arrive. For example, stopping in bike lanes or blocking accessibility ramps may violate the law.
When riding a bike or scooter, be mindful of local regulations and rules when riding and parking; you can check your relevant government’s website for applicable laws. Following local rules of the road usually requires you to yield to pedestrians, ride in the direction of traffic, signal if you’re planning to change direction and come to a complete stop at red lights and stop signs.
Drugs and alcohol
Drug use and open containers of alcohol are never allowed while using the SkipdQ apps.
If you’re an agent, by law, you cannot drive or cycle while intoxicated. The law prohibits driving or cycling while under the influence of alcohol, drugs or any other substance that impairs your ability to safely operate a vehicle. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your own safety.
If you’re a SkipdQ user and you have reason to believe your agent may be under the influence of drugs or alcohol, ask the agent to end the trip immediately and report your experience to SkipdQ.
Never ride a bike or scooter while under the influence of alcohol, drugs or any other substance that impairs your ability to safely operate a bike or scooter.
Agents are prohibited from carrying weapons while using the SkipdQ apps, to the extent permitted by applicable law.
Fraud and theft
Intentionally falsifying information or assuming someone else’s identity, for example when signing in or undergoing a security check, is against the law and isn’t allowed. It is important to provide accurate information when reporting incidents, creating and accessing your SkipdQ accounts, disputing charges or fees, and requesting credits. Only request fees or refunds that you’re entitled to, and use offers and promotions only as intended.
Fraudulent activity may also include, but not be limited to: order or delivery requests without the intention to complete, including provoking agents or SkipdQ users to cancel for fraudulent purposes; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges, intentionally requesting, accepting or completing fraudulent or falsified trips or deliveries; claiming to complete a delivery without ever picking up the delivery item; picking up a delivery item but retaining all or a portion of the item and not delivering the entire order; actions intended to disrupt or manipulate the normal functioning of the SkipdQ apps, including manipulating the settings on a phone to prevent the proper functioning of the app and the GPS system; abusing promotions and/or not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records or other data for fraudulent purposes.
Agents should never touch, take or eat any part of an order – this is considered theft and may result in loss of access to the SkipdQ apps and/or as legal proceedings.
Other unacceptable activities
To enhance the safety of each experience, SkipdQ users should not pay for deliveries in cash, and agents should not request or solicit work from drivers outside of the SkipdQ system.
Agents should not use unauthorised or third-party items – such as lights, placards, signs or similar items bearing SkipdQ’s name or trademark – as it may confuse agents or SkipdQ users.
Use of cameras or other video or audio recording devices
Local laws may allow users of the SkipdQ apps to choose to record all or part of a trip or delivery to the extent permitted by applicable laws, including to document an issue that they may wish to report to SkipdQ or a relevant authority. Applicable local laws or regulations may require any individual using recording equipment to notify and/or obtain consent of anyone being recorded. Additional regulations may also apply in your location, so please check this carefully. It is your responsibility to comply with any such regulations if you decide to use a camera or other video or audio recording device in your vehicle.
Broadcasting a person’s image, audio or video recording in breach of privacy or surveillance laws is not allowed.
Your feedback matters
If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important to keep our standards relevant as our technology evolves. We encourage users to rate their experience at the end of each trip or delivery. Honest feedback helps create a respectful, safe environment. And if something happens we encourage users to report it. We take reports seriously and take action as appropriate. We respect and value your privacy when making a report. To report, you can tap ‘Help’ in the app or visit help.SkipdQ.com so that our support team can follow up. In case of an emergency or if you find yourself in immediate danger, alert your local authorities or emergency services before notifying SkipdQ.
Across all our apps, SkipdQ users, agents and partner merchants can give and receive ratings, as well as give feedback on how the trip went. This feedback system improves accountability and helps create a respectful, safe and transparent environment for everyone.
There is a minimum average rating in each city. This is because there may be cultural differences in the way people in different cities rate each other. Agents, or partner merchants that don’t meet the minimum average rating for their city may lose access to the SkipdQ app. If your rating is lower than the minimum average rating in your city, we will let you know. We will also let you know if your rating is approaching this limit and may share information that may help you improve your rating.
If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the SkipdQ apps. Agents using the SkipdQ apps typically provide excellent service to SkipdQ users, and most agents and SkipdQ users are courteous and respectful, so most deliveries run smoothly. But we know that sometimes a trip or delivery doesn’t go well – that’s why your rating is an average rating.
If you believe an error caused you to lose access to your account, you may contact the SkipdQ support team. As a rider, if you lose access to your SkipdQ account, you will not be able to access either the SkipdQ rider app or the SkipdQ app.
If you’re an agent and you lose access to your SkipdQ account for a low star rating, you may have the opportunity to get back on the platform if you meet eligibility requirements and provide proof that you’ve successfully taken a quality improvement course. Check with your local SkipdQ team to find out more.
If you’re an agent and you don’t want to accept delivery or trip requests, you can just log off. If you’re a merchant, you can pause your store or make specific items unavailable for a period of time. This helps keep the system running smoothly for everyone.
For agents, and partner merchants, if you consistently decline consecutive trip or order requests in a row, our technology may assume you have forgotten to log out, and you may be temporarily logged out. However, you are free to log back in at any time you wish to begin confirming availability for trips again.
How SkipdQ enforces our guidelines
SkipdQ receives feedback through a variety of channels, reviews reports submitted to our support team that may violate our Community Guidelines, and may investigate through a specialised team. If we are made aware of potentially problematic behaviour, we may contact you so we can look into it. We may, at our sole discretion, also put a hold on your account or turn your account inactive until our review is complete.
Not following any one of our guidelines may result in the loss of access to your SkipdQ accounts. This may include certain actions you may take outside of the app, if we determine that those actions threaten the safety of the SkipdQ community, our employees and contractors or cause harm to SkipdQ’s brand, reputation or business. And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the SkipdQ apps. Any behaviour involving violence, sexual misconduct, harassment, discrimination or illegal activity while using the SkipdQ apps can result in the immediate loss of access to the SkipdQ apps. Additionally, when law enforcement is involved, we will cooperate with their investigation as per the law of the land.
Lastly, all agents and agents wanting to use the SkipdQ apps undergo a screening process, including motor vehicle record and background checks. An agent will lose access to their SkipdQ account(s) if a routine motor vehicle record check, background check or other check uncovers a violation of SkipdQ’s Community Guidelines or other criteria required by local regulators.