Community Guidelines
Last modified: 12/05/23
Last Minute Driver Community Guidelines
UNITED KINGDOM
Our guidelines were developed to help make every experience with the Last Minute Driver mobile application, Last Minute Driver website, and/or other Last Minute Driver technology interface (“Last Minute Driver Platform”) feel safe, respectful, and positive. They apply to everyone who uses Last Minute Driver’s Platform, including but not limited to couriers, Last Minute Driver users, Last Minute Driver merchants, and businesses in the United Kingdom. It also includes interactions you may have with Last Minute Driver employees and contractors, or over the phone. These guidelines are not contractual terms and we may amend the content of the same at any time.
The Guidelines have the following structure:
PART 1 - Purpose
PART 2 - Guidelines applicable to all users of the Last Minute Driver Platform
PART 3 - Additional guidelines for couriers
PART 4 - Additional guidelines for merchants using Last Minute Driver
PART 5 - How Last Minute Driver enforces these guidelines
Thank you for joining us in supporting and safeguarding a welcoming environment.
PART 1
What is the purpose of these Guidelines?
The guidelines below help explain some of the specific kinds of positive community engagement we expect from users on the Last Minute Driver Platform, as well as the behaviours or circumstances which may cause you to lose access to the Last Minute Driver Platform. The following guidelines—which we’ll update from time to time—provide the basis for behaviour we expect from all in the Last Minute Driver community. Not following any one of our guidelines can constitute a material breach or violation of the terms of your agreement with Last Minute Driver and may result in the loss of access to part or all of the Last Minute Driver Platform. Please remember to check these guidelines before you use the Last Minute Driver Platform.
In some instances, our guidelines apply to conduct outside the Last Minute Driver Platform that we become aware of, including but not limited to information from other platforms or local regulators, when such conduct may threaten the safety of the Last Minute Driver Platform and its users.
The guidelines that apply to you depend on your use of the Last Minute Driver Platform. Please take a moment to carefully read the sections below that are applicable to you.
PART 2
Guidelines for all of us
Everyone who uses the Last Minute Driver Platform is required to follow the general guidelines set out in this Part (Part 2). There are also additional guidelines in Parts 3 - 5 below that may be applicable depending on your use of the Last Minute Driver Platform. Please make sure you also review these sections, as applicable.
Treat everyone with respect
Our community is remarkably diverse and it’s likely you will encounter people who might not look like you or share your beliefs. Please respect those differences. The guidelines in this section help to foster respectful and positive interactions during every experience.
Treat everyone in the Last Minute Driver community as you would like to be treated yourself: with respect. The actions you take while using the Last Minute Driver Platform can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgement and behave decently toward other people when using the Last Minute Driver Platform and interacting with others in the Last Minute Driver community—just as you would in any public place.
We believe that everyone should feel supported and welcomed when interfacing with others in the Last Minute Driver community. That’s why we’ve created standards and policies on physical contact, sexual assault and misconduct, threatening and rude behaviour, post-experience contact, discrimination, and property damage.
Physical contact
Don’t touch strangers or anyone you just met while using the Last Minute Driver Platform. Limited exceptions are permitted for people needing or requesting physical assistance (for example, those that have access needs who may need help getting into and out of the vehicle) or when limited physical contact is unavoidable. Hurting or intending to hurt anyone is never allowed.
Sexual assault and misconduct
We all value our personal space and privacy. It’s okay to chat with other people. But please don’t comment on someone’s appearance or ask about their relationship status. Sexual assault and sexual misconduct of any kind is prohibited. Sexual assault and misconduct refers to sexual contact or behaviour without explicit consent of the other person.
Personal space and privacy should be respected. The following list provides examples of inappropriate conduct, but is not exhaustive:
Do not ask personal questions (for example, about relationship status or sexual orientation)
Do not comment on appearance (for example, derogatory or “complimentary” comments)
Do not make explicit comments or gestures (for example, slurs, or graphic or suggestive messages)
Do not flirt (for example, non-verbal, suggestive flirting, or being too physically close)
Do not display indecent material (for example, sexually suggestive objects or pictures)
Do not make unwelcome sexual advances or behave suggestively (even if you may perceive your actions as being harmless), including hugging, kissing, propositioning or inappropriately exposing yourself
Do not engage in any unwanted physical conduct including touching, pinching, pushing and grabbing
Do not make others feel uncomfortable, including through staring or extended eye contact
Last Minute Driver has a no-sex rule regardless of whether you know the person or they give you their consent
Threatening and rude behaviour
Aggressive, confrontational, or harassing behaviour is not allowed. Don’t use language, make gestures, or take actions that could be disrespectful, threatening, or inappropriate. For example, don’t share graphic images (such as those that are sexually explicit or depict physical violence) with others in the Last Minute Driver community; this includes unsolicited sharing of such images through Last Minute Driver’s online support systems or in connection with an Last Minute Driver Platform experience. It is also a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.
We don’t tolerate any threatening or rude behaviour, including toward the Last Minute Driver Support team.
Post-experience contact
Contact should end when the experience associated with the Last Minute Driver Platform is complete, unless it’s to return or receive 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. Do not share any unnecessary contact information.
Discrimination
You should always feel safe, respected and welcome. That’s why we don’t tolerate discriminatory conduct or behaviour, including toward the Last Minute Driver Support team. Do not discriminate against someone based on traits such as their age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views, sex, sexual orientation, or any other characteristic protected under relevant law.
For example, it is unacceptable and unlawful to:
Refuse to provide services based on characteristics like a person’s age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views, sex, sexual orientation, or any other characteristic protected under relevant law. Applicable laws may require and/or allow the provision of services by and for the benefit of a specific category of persons. In such cases, services as required or allowed by these laws and the relevant applicable terms are permissible under these guidelines.
Discriminate on the basis of a rider’s destination or a Last Minute Driver user’s delivery location. We understand how important it is to fit driving or delivering around your life, rather than the other way around. It is not a violation of these guidelines to decline a trip or delivery because it does not work for you. But intentionally refusing or cancelling requests, or using features on the Last Minute Driver Platform to avoid receiving trip or delivery 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 not allowed.
Property damage
Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the Last Minute Driver Platform, breaking or vandalising a phone or tablet, intentionally spilling food or drink, smoking in a car, damaging a merchant’s premises, or vomiting due to excessive alcohol consumption or otherwise. If you damage property - outside of normal wear and tear - you’re responsible for the cost of cleaning and repair fees.
Help keep one another safe
We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. 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
Account sharing is not allowed. To use the Last Minute Driver Platform, you need to register and maintain your own active account. Don’t let another person use your account, and never share your personal information used in connection with your account, including but not limited to username, password, or photos of yourself, with anyone else to access the Last Minute Driver Platform.
Couriers are reminded that in accordance with local regulations they must conduct all trips themselves, without exception.
People under the age of 18
You must be 18 years or older to register as a courier on the Last Minute Driver in the United Kingdom. We will not allow couriers who are under 18 on our platform.
Vehicle information
For delivery, the Last Minute Driver Platform gives Last Minute Driver users identifying information about couriers and their vehicles, which may include their licence plate number, vehicle make and model, profile picture, and name. Inaccurate or outdated information creates confusion among Last Minute Driver users and can diminish their experience using the Last Minute Driver Platform. Couriers are also provided with identifying information about Last Minute Driver users in accordance with the Last Minute Driver’s Privacy Policy.
Couriers must complete deliveries using only approved vehicles. To provide accurate information, let us know your vehicle information (where required) and provide any updates to your documentation that may become invalid, like a driver’s licence that’s about to expire.
Seat belts
Seat belt use can be the most effective way to save lives and reduce injuries related to vehicle crashes - that is why it is a legal requirement in the United Kingdom to wear a seat belt when riding in a vehicle. Every courier using a vehicle, every driver, and every rider—including those in the back seat—should always buckle up.
Helmets for bicycles, mopeds and scooters
For your safety, when riding a bicycle, moped, 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.
Be alert
Being out on the road means doing your part to help keep yourself and others safe. This means keeping your eyes on the road and being well rested, so you can quickly react to any situation. We review reports of crashes and potentially unsafe driving behaviour.
Proper maintenance and upkeep
Pursuant to the terms of their agreement with Last Minute Driver couriers are expected to keep their vehicles maintained and in good condition, including but not limited to brakes, seat belts, lights and tyres. This means maintaining their vehicle according to industry safety and maintenance standards, and monitoring for and repairing any parts that are recalled by the manufacturer.
Share the road
Safe roadways require couriers to practice safe behaviour, which includes looking out for all members of the public, regardless of how they get around.
Public emergencies
Last Minute Driver may take additional measures to try to preserve the safety of the Last Minute Driver Platform during public emergencies, including but not limited to natural disasters, public health emergencies and public crisis situations.
For example, if Last Minute Driver receives notice from a public health authority that someone using the Last Minute Driver Platform may present a potential for public harm, we may temporarily block the individual’s access until it is reasonably safe to allow the individual to resume using the Last Minute Driver Platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the Last Minute Driver Platform or impose other requirements 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 Last Minute Driver Platform might present a danger.
Follow the law
We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses the Last Minute Driver Platform to do their part and adhere to relevant laws and regulations.
We have standards based on applicable laws and regulations that everyone must follow. For example, using the Last Minute Driver Platform to commit any crime—such as transporting drugs, money laundering, committing drug or human trafficking, or sexually exploiting children—or to violate any other law or regulation is strictly prohibited.
Follow all laws
Everyone is responsible for knowing and obeying all applicable laws, including complying with traffic laws, signs, and signals—at all times when using the Last Minute Driver Platform.
All relevant licences, permits, and any other legal documents required of couriers must be kept up to date and, where required, provided to Last Minute Driver. For example, all couriers using a motor vehicle are required by law to maintain a valid driver’s licence, insurance, and vehicle registration.
We review reports of crashes or traffic citations that may have happened during a delivery, and other reports, including but not limited to those that may indicate poor, unsafe, or distracted driving. Local rules about parking may limit where couriers can park their vehicle when picking up orders, making deliveries and couriers must comply with these rules. For example, stopping in bicycle lanes or blocking accessibility ramps may violate the law.
When riding or parking a bicycle, or moped, be mindful of local regulations and rules. 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 Last Minute Driver Platform.
If you’re a courier of a two-wheel service, by law you cannot operate the relevant mode of transportation while intoxicated. The law prohibits driving, biking or operation of a moped while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a vehicle, bicycle, or moped.
Firearms and weapons ban
Couriers are prohibited from carrying firearms and weapons while using the Last Minute Driver Platform, to the extent permitted by applicable law.
Fraud
Intentionally falsifying information or assuming someone else’s identity, for example when signing in or undergoing a security check, isn’t allowed. It is important to provide accurate information when reporting incidents, creating and accessing your Last Minute Driver accounts, disputing charges or fees, and requesting credits. Only request fees, charges or refunds that you’re entitled to, and use offers and promotions only as intended. Don’t knowingly complete invalid transactions.
Fraudulent activity may also include, but not be limited to:
deliberately increasing the time or distance of a delivery for fraudulent purposes or otherwise;
accepting, order, or delivery requests without the intention to complete, including provoking Last Minute Driver users to cancel for fraudulent purposes;
creating dummy or duplicate accounts for fraudulent purposes;
claiming fraudulent fees or charges;
intentionally requesting, accepting, or completing fraudulent or falsified 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 Last Minute Driver Platform, including manipulating the settings on a phone to prevent the proper functioning of the platform and the GPS system;
abusing promotions and/or not using them for their intended purpose;
disputing fees or charges for fraudulent or illegitimate reasons;
making false claims against another for financial gain (i.e. refunds);
allowing another user to access your account; or
falsifying documents, records, or other data for fraudulent purposes.
Other unacceptable activities
Never use Last Minute Driver‘s trade mark or intellectual property without permission. If it’s required under local law or you’re otherwise permitted by Last Minute Driver to display Last Minute Driver-branded items, drivers and couriers should only use Last Minute Driver-branded items that are obtained from Last Minute Driver or an approved partner of Last Minute Driver. Couriers should not display Last Minute Driver-branded items when they are not accessing the Last Minute Driver Platform. The use of unauthorised or third-party items—such as lights, placards, signs, or similar items bearing Last Minute Driver’s name or trade mark—is prohibited.
App/Website use
When using an Last Minute Driver app and/or website you must:
use the app, website, and any materials provided on them, in accordance with copyright law and our App/Website Terms.
not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to our app, website or any services provided via, or in relation to, our app and/or website (unless such prohibition is not permitted by applicable law).
not knowingly introduce viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful to our app and/or website. You must not attempt to gain unauthorised access to our app and/or website, the server on which our app and/or website is stored or any server, computer or database connected to our app and/or website. You must not attack our app and/or website via a denial-of-service attack or a distributed denial-of service attack.
only link to our app and/or website in a way that is fair and legal, does not damage our reputation or take advantage of it and which complies with our App/Website Terms.
Your feedback matters
If something happens, whether it’s good or bad, we make it easy for you to tell us directly in the app or by contacting the Last Minute Driver Support team. You can tap Help in the app or visit www.LastMinuteDriver.info/contact 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 Last Minute Driver. Our team is continuously improving our standards, and your feedback is important so that we
In circumstances where we receive negative feedback regarding a courier, we may contact the courier following which we may suspend or terminate the courier's access to their Last Minute Driver account.
If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the Last Minute Driver Platform and interacting with others in the Last Minute Driver community. Couriers using the Last Minute Driver Platform typically provide excellent service to Last Minute Driver users, and most couriers, and Last Minute Driver users are courteous and respectful, so most deliveries run smoothly. Last Minute Driver may share information that may help you improve your rating from time to time.
Contacting Last Minute Driver Support will not lead to an individual rating being removed. We know that sometimes a delivery doesn’t go well—that’s why your rating is an average rating.
Delivery, order, and trip acceptance
If you’re a courier and you don’t want to accept delivery requests, you can simply decline the request, ignore it, or just go offline or log off. You are not under any obligation to accept a minimum number of deliveries.
For couriers and merchants, if you consistently decline consecutive order requests, our technology may assume you do not want to accept more trips or orders or have forgotten to log out, and you may be temporarily logged out. However, you are free to log back in whenever you wish to begin reviewing any trip requests.
PART 3
Additional guidelines for couriers
In addition to following all the general guidelines set out in Part 2, couriers who choose to use the Last Minute Driver platform must follow the below that apply to Last Minute Driver orders and deliveries.
Delivery of orders (information for couriers)
Merchants may outline certain delivery guidelines that promote food safety, adhere to regulatory guidance, or accommodate Last Minute Driver Eats user dietary restrictions. For example, merchants may notify a courier to keep halal and non-halal food separate or orders collected from different Last Minute Driver merchants separate. Couriers should always follow such guidelines from merchants.
A courier must use an insulated bag in order to provide a safe and hygienic service although couriers are under no obligation to use Last Minute Driver Eats-branded items. Couriers must also maintain good personal and equipment hygiene to help ensure the safety of food.
Couriers should deliver orders safely and in accordance with relevant safety standards and laws (including food safety). For example, they must not tamper with or open packaging during delivery or must not deliver food that has spilled or has broken/faulty packaging.
Alcohol and restricted items
It’s against the law to sell age-restricted items to anyone under the age of 18, or to anyone who is intoxicated. Couriers are responsible for following local requirements for alcohol delivery, which may include asking Last Minute Driver users to show their government issued photo ID and refusing delivery if an Last Minute Driver user is under age or appears intoxicated.
PART 4
Additional guidelines for merchants
In addition to following all the general guidelines set out in Part 2, merchants who choose to use the Last Minute Driver platform must follow the standards below that apply to Last Minute Driver orders and deliveries, as well as our additional policies, which may be updated from time to time.
Proper handling of orders
Merchants are expected to meet all relevant licensing requirements and all other food, alcohol and product laws and regulations—including food safety and hygiene regulations—plus industry best practices and Last Minute Driver policies. Most importantly, Merchants are responsible for ensuring that the products that they sell are safe and compliant with laws and regulations. Merchants must maintain valid merchant licences and/or permits where required by law and must adhere to our food hygiene rating policy.
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 Last Minute Driver users safely, merchants should seal packages in tamper-evident packaging ahead of delivery. Merchants are expected to act responsibly on information provided to Last Minute Driver users related to food allergies, intolerances, or other dietary restrictions and reject order requests with which they cannot comply. . Please also see the ‘provision of information’ section below.
Provision of information
You have a legal responsibility for ensuring that certain information, including but not limited to, allergens and calorie content, is displayed on menu items within the Last Minute Driver App. Where there is such a legal requirement on you to provide us with such information, you must provide us with this information in a timely manner and ensure it is accurate and updated regularly.
It’s also important that you provide us with the information that we request about your business and that you let us know about any changes to that information in a timely manner. For example, we need to know if your business changes ownership, if your food hygiene rating changes or we need certain information from you to comply with banking and payments regulations. If you do not provide us with the information that we need about your business, this could lead to deactivation of your Merchant account.
How merchants can provide a safe space for pickups
Merchants and their staff are expected to exercise good judgement and behaviour around couriers and make them feel welcome, just as they would with their in-person customers. They should also provide a safe area for order pickups; for example, merchants should work to prevent incidents on the merchant premises that might endanger courier’s safety.
Creating a positive experience for couriers and Last Minute Driver Eats users
It’s important for merchants to treat couriers and Last Minute Driver users with respect. Merchants should be careful to fulfil and include the correct items in their Last Minute Driver user’s order. When an Last Minute Driver user receives wrong items, it can lead to a poor experience.
Long preparation times, long courier hand off times (the amount of time it takes for the courier to get in and out of the merchant’s location with the order, including wait time), low online time (a merchant’s online availability time), long delays before order acceptance, and high cancellation rates also create a negative experience for Last Minute Driver users and couriers. It is at the courier's discretion to cancel a delivery after they arrive at the Merchant's location if they have not received the order within the time allowed for hand-off. If a courier does cancel an order, Last Minute Driver will search for another courier to collect the order but this will delay the order being delivered to the customer. Only request a courier once the order is at the packing stage and will be available for hand off when the courier arrives.
If these metrics, or others, are significantly worse than average for a merchant’s city they may negatively impact other parties’ experiences with the Last Minute Driver platform, so a merchant’s metrics should be at least average for its city. If a merchant’s metrics are below the minimum standard, we will let them know.
Prohibited items
Merchants may only offer for sale items expressly contemplated under their agreement with Last Minute Driver. Specially regulated or illicit items, according to applicable laws and regulations, are not allowed to be offered on a merchant’s Last Minute Driver menu. Last Minute Driver may remove from—or otherwise limit the merchant’s ability to post to—a merchant’s Last Minute Driver menu any items Last Minute Driver deems prohibited or inappropriate.
PART 5
How Last Minute Driver enforces our guidelines
Losing access to the Last Minute Driver Platform may be disruptive to your life or to your business. That’s why we believe it is important to have clear standards that explain the circumstances in which you may lose access to the Last Minute Driver Platform. If you violate any terms of your contractual agreement with Last Minute Driver, or any applicable terms or policies, including any one of these guidelines or any additional policies and standards that are communicated by Last Minute Driver to you from time to time, you can lose access to all or part of the Last Minute Driver Platform. If you have more than one Last Minute Driver account, such as a courier account, violating these guidelines could also lead you to lose access to all Last Minute Driver accounts. If you believe an error caused you to lose access to your account, you may contact the Last Minute Driver Support team.
Last Minute Driver receives feedback through a variety of channels and reviews reports submitted to our Support team which suggest there may have been a violation of these guidelines. Last Minute Driver may investigate through a specialised team, or if necessary, law enforcement agencies. If we are made aware of potentially problematic behaviour, we may contact you so we can look into it.
Losing access to all or part of the Last Minute Driver Platform can be due to reported violations of these guidelines and certain actions you may take outside of the Last Minute Driver Platform. Last Minute Driver may receive information from other platforms and local regulators - if we determine that there are actions in those reports which threaten the safety of the Last Minute Driver community, our employees, workers and contractors, or cause harm to Last Minute Driver’s brand, reputation, or business then access to the Last Minute Driver app can be restricted. And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the Last Minute Driver Platform. Any behaviour involving violence, sexual misconduct, harassment, fraud, or discrimination, or deceptive, illegal, or unsafe activity while using the Last Minute Driver Platform can result in the immediate loss of access to the Last Minute Driver Platform. Additionally, when law enforcement is involved, we will cooperate with their investigation.
We may, at our sole discretion, put a hold on your account or turn your account to ‘inactive’ until our review is complete.
The provision of certain services on the Last Minute Driver Platform is regulated in the United Kingdom. If we determine that your courier account is not in compliance with applicable regulatory or legal requirements, we may be required to remove your access to the Last Minute Driver Platform.
Lastly, couriers wanting to use the Last Minute Driver Platform may undergo a screening process, including motor vehicle record check and background checks as applicable. A courier will lose access to their Last Minute Driver account(s) if a motor vehicle record check, criminal background, or other checks uncovers a violation of Last Minute Driver’s guidelines or other criteria required by local regulators.