Delivering Policy

Effective Date: May 12, 2025

At GrubbShack, our mission is to ensure fast, reliable, and safe delivery of your favorite meals. This Delivery Policy outlines the expectations and responsibilities of all parties involved — including Customers, Vendors, and Delivery Drivers — to ensure a smooth experience on our platform.

1. Customer Responsibilities

• Accurate Address: Customers must provide a complete and accurate delivery address, including apartment or unit numbers.
• Delivery Instructions: Any special delivery instructions should be included during checkout to assist drivers.
• Availability: Customers should remain available via phone or app notifications during the delivery window.
• Contactless Delivery: If selected, the driver will leave the order at the designated location and photograph the delivery as proof.
• Unreachable Customers: If the customer is unreachable after multiple attempts, the driver may leave the order at a safe location or return it, and refunds may not apply.

2. Vendor Responsibilities

• Timely Preparation: Vendors are expected to prepare food within the estimated prep time to prevent delivery delays.
• Packaging Standards: All food must be securely packaged to avoid leakage, contamination, or damage during transport.
• Order Accuracy: Vendors are responsible for ensuring that all items in the order are accurate and complete.
• Driver Accessibility: Orders must be clearly labeled and ready for pick-up at the specified time to avoid driver wait times.
• Food Quality: Vendors are responsible for the quality and safety of the food provided. Violations may result in account review or penalties.

3. Driver Responsibilities

• On-Time Pickups: Drivers must arrive promptly at the vendor location and follow the provided GPS route to ensure timely delivery.
• Safe Handling: All orders must be handled carefully. Food should never be opened, consumed, or tampered with.
• Delivery Confirmation: Proof of delivery, including photos for leave-at-door, is required on applicable orders.
• Customer Communication: Drivers should contact customers if there is difficulty finding the address or handing off the delivery.
• Professional Conduct: Drivers must adhere to local laws, traffic regulations, and respectful conduct at all times.

4. GrubbShack Rights & Enforcement

• GrubbShack reserves the right to deactivate or suspend any account (customer, vendor, or driver) that violates this policy.
• Repeated lateness, unsafe conduct, missing items, or fraudulent activity may result in penalties or removal from the platform.
• In disputes or refund investigations, delivery documentation (e.g. photos, GPS tracking, communication logs) will be reviewed to determine responsibility.

If you have any questions or concerns regarding this policy, please contact our support team at support@grubbshack.com.

Thank you for choosing GrubbShack — where great food meets great delivery.