Policies & Legal
Terms, privacy, cancellations and the rules that keep ZIP.GY fair for riders, drivers and businesses.
Vendor Code of Conduct
The service standards every restaurant, shop, fleet, and driver agrees to when they join ZIP.GY.
Accept Promptly
Order Accuracy
Treat Customers Well
Stay Listed
1. Order Acceptance & Response Times
Customers expect a quick response. Accept or decline incoming orders and ride requests promptly — ideally within a few minutes. Keep your open/closed status accurate so customers only order when you can actually fulfil. Orders left unaccepted too long are automatically escalated and may be cancelled.
- Respond to orders within minutes
- Keep open/closed status accurate
- Don't leave orders sitting
- Unaccepted orders are escalated
2. Accuracy & Quality
Send exactly what the customer ordered, properly prepared and packaged. Keep your menu, products, prices, and stock up to date so customers never order something you can't supply. Mark out-of-stock items as unavailable rather than cancelling after the fact.
- Fulfil orders exactly as placed
- Keep prices & stock current
- Mark sold-out items unavailable
- Package food & goods properly
3. Professional & Respectful Conduct
Treat customers and drivers with courtesy at all times. Honour the prices and details shown in the app, communicate clearly about delays, and never ask customers to pay or transact outside the platform in ways that bypass agreed terms.
- Be courteous to customers & drivers
- Honour in-app prices
- Communicate delays honestly
- No misleading or off-platform schemes
4. Legal & Safety Compliance
Operate legally: maintain valid business registration, TIN, and any health, food handler's, or hire-car licences required for your category. Follow food-safety and hygiene standards. ZIP.GY may request proof at any time. See our licensing guides for help getting compliant.
- Keep registration & TIN valid
- Hold required health/licences
- Follow food-safety standards
- Provide proof when requested
5. What Can Get You Suspended
We protect customers by removing partners who repeatedly fall short. Conduct that can lead to warnings, temporary suspension, or removal includes the items below. We always aim to warn first where possible — but serious safety or fraud issues result in immediate removal.
- Repeatedly cancelling accepted orders
- Frequently being unreachable / slow
- Wrong, missing, or poor-quality orders
- Disrespect, fraud, or safety violations
6. How to Stay in Good Standing
Partners who respond quickly, keep accurate listings, and earn good ratings get more visibility and order volume. Use your dashboard's tools — stock alerts, busy mode, and order management — to consistently deliver a great experience.
- Maintain high ratings
- Respond fast & fulfil accurately
- Use busy mode when overwhelmed
- Keep your catalog fresh
Questions about the standards?
Our partner team is happy to help you meet and maintain these standards.
ZIP.GY · Georgetown, Guyana