Rider Terms & Conditions

Published: 13 May 2025

These Terms of Use govern your use of the websites and mobile applications provided by TheTaste (Private) Limited in your capacity as a registered delivery rider. These Terms apply exclusively to riders who have registered on the Platform to provide delivery services. By accessing and using the Rider App, you agree that you have read, understood, and accepted these Terms.

1. About TheTaste

TheTaste is a multi-sided food technology platform that connects customers, restaurant partners, and delivery riders through a single integrated system. TheTaste operates as a marketplace and may also provide fulfilment services through its rider network.

2. Rider Conduct & Delivery Standards

2.1 Late Arrivals: A rider who arrives at a restaurant more than 10 minutes after the expected pickup time will have a late arrival recorded against their account. Riders with 3 or more late arrivals in a month will receive reduced dispatch priority. Riders with 6 or more late arrivals in a month may be temporarily suspended for 48 hours.

2.2 Connectivity Requirements: Riders are responsible for maintaining a mobile data connection throughout their shift. If GPS or app connection is lost for more than 3 continuous minutes during an active delivery, the system will flag the delivery and automatically notify the customer.

2.3 Order Abandonment: If a rider goes offline, cancels, or becomes unresponsive after picking up an order, this is treated as an abandoned delivery. TheTaste will immediately attempt to reassign the order. A first offence will result in a written warning and an earnings hold. A second offence will result in permanent offboarding.

2.4 Order Verification: Riders are required to verify the Order ID on the bag against the Order ID shown in the Rider App before leaving any restaurant. Riders with 4 or more wrong order incidents in a month may be suspended pending review.

2.5 Failed Pickups: Riders with 3 or more failed pickups in a month will receive a formal warning. Riders with 5 or more failed pickups in a month may be suspended for 7 days.

2.6 Delivery Address Compliance: Riders must deliver orders to the exact address provided in the Rider App. Delivery to an incorrect address due to rider error is treated as a failed delivery. Riders must not leave food unattended at a location without explicit customer instruction confirmed through the app.

2.7 Food Handling Standards: Riders must use an insulated delivery bag at all times when carrying food orders. Repeated food handling complaints may result in suspension pending a conduct review.

2.8 Accidents & Breakdowns: If a rider is involved in an accident or experiences a vehicle breakdown during an active delivery, they must notify support immediately through the Rider App. TheTaste is not responsible for any medical costs, vehicle repair costs, or third-party claims arising from incidents during a rider's shift.

3. Prohibited Activities

3.1 False Delivery Confirmation: Marking an order as delivered without physically completing the delivery is a critical violation. If confirmed, the rider will be permanently offboarded and the affected order value will be recovered from pending earnings. TheTaste reserves the right to pursue legal action.

3.2 Unauthorised Payment Collection: Riders must not request, demand, or accept any additional payment from customers beyond the order total shown in the app. Immediate suspension and permanent offboarding if the incident is confirmed.

3.3 Account Sharing: A rider account is strictly personal. Account sharing results in permanent offboarding for all involved parties. TheTaste reserves the right to withhold any pending earnings during investigation.

3.4 Impaired Riding: Riders found to be online and accepting orders while under the influence of alcohol or controlled substances will be immediately and permanently offboarded. TheTaste reserves the right to report such incidents to the relevant authorities.

3.5 Duplicate Accounts: Riders may not create a new account after their account has been suspended or terminated without prior written approval from TheTaste.

3.6 Customer Data Privacy: Riders are prohibited from soliciting, collecting, or retaining customer personal information obtained through the platform for any purpose outside of completing the delivery.

4. Earnings, Disputes & Deductions

Riders may raise an earnings dispute through the Earnings section of the Rider App. Disputes are resolved within 48-72 hours. All delivery records including GPS trail, timestamps, and order history are the source of truth for dispute decisions. No deduction exceeding 50% of a single pay cycle may be applied without prior notification and a 48-hour review window.

5. Account Suspension & Termination

TheTaste reserves the right to suspend or permanently terminate a rider account for: deliberate order abandonment, false delivery confirmation, GPS manipulation, repeated negligence, account sharing, identity fraud, impaired riding, or fraudulent earnings manipulation.

If a rider disagrees with a conduct decision, account restriction, or earnings deduction, they may appeal within 72 hours through in-app support. Appeals are reviewed within 5 business days. The outcome of the appeal is final.

6. Conduct & Professionalism

Riders must treat all restaurant staff, customers, and TheTaste support agents with respect. Any verified report of verbal abuse, threatening behaviour, harassment, or physical altercation will result in immediate account suspension.

Riders must only accept and complete deliveries within the zones for which they are registered.

7. Limitation of Liability

The Platform is provided on an "as is" and "as available" basis. To the extent permitted by law, TheTaste excludes all liability for loss or damage which you or any third party may incur. TheTaste is not responsible for any medical costs, vehicle repair costs, third-party claims, or any other costs arising from incidents during a rider's shift.

8. Governing Law

These Terms shall be governed by and construed in accordance with the laws of Pakistan. Disputes shall be subject to the exclusive jurisdiction of the competent courts of Pakistan.

9. Violations & Consequences Summary

10. Rider Eligibility Requirements

To register as a rider you must:

• Be at least eighteen (18) years of age (verified through CNIC)
• Hold a valid motorcycle driving licence
• Own or have lawful use of a roadworthy motorcycle with valid registration
• Submit: CNIC front, CNIC back, driving licence, and motorcycle registration document

Submission of a fraudulent, expired, or another person's CNIC constitutes identity fraud and will result in permanent rejection and may be reported to the relevant authorities.

11. Independent Contractor Status

Riders on the TheTaste platform are engaged as independent contractors and not as employees of TheTaste. TheTaste does not guarantee a minimum number of delivery assignments, working hours, or earnings. You are solely responsible for your own tax obligations, vehicle insurance, and compliance with all applicable road traffic laws.

Nothing in these Terms creates or implies any employment relationship, agency, partnership, or joint venture between you and TheTaste.

12. Privacy and Personal Data

TheTaste collects your full name, Pakistan mobile number, CNIC number, driving licence number, motorcycle details, and images of your documents to verify your identity and activate your account.

Real-time GPS location data is collected during every active delivery assignment for earnings calculation, SLA monitoring, and dispute resolution. Your name, phone number, and real-time location are shared with customers for the purpose of completing active deliveries.

Personal data and document images are retained for five (5) years after account termination. GPS and delivery activity logs are retained for two (2) years from the date of each delivery.

For data requests or corrections, contact: privacy@thetaste.pk