Fraudulent Use Policy and Understanding Account Violations

All delivery partners are subject to the terms of their applicable Delivery Partner Agreement, which provides that any action or omission that is fraudulent, deceptive, or materially impedes the operation of Grubhub’s business is a material breach of the agreement and may result in the agreement’s termination.

Account Violations

An “account violation” is a pattern or behavior that’s usually associated with fraud and is defined as an undesirable behavior that impacts the restaurant or diner.

Behaviors that Can Lead to an Account Violation

• Unassigned orders - Accepting an order and refusing to complete the delivery, resulting in a delayed or canceled experience for the merchant and customer
• Marking merchants as closed when they are not closed - Reporting a merchant is closed within the app despite the merchant being open and able to take orders 
• Failing to deliver/delivering orders to the wrong place after pick up - Not completing orders by either dropping orders off in the wrong location or by theft of orders/items 
• Delaying pickup or drop-off of orders you’ve accepted - Not moving to the merchant/customer after accepting the order or leaving the merchant  
• Overcharged Orders - Buying more items or services, on the Grubhub Driver Card, than were ordered by the customer
• Masking/Falsifying location - Hiding or misrepresenting your actual location while available on the app 
• Falsifying Delivery Progress - Giving incorrect information concerning arrival at a merchant and order pick-ups and drop-offs
• Incorrect Photos - Uploading or providing photos that are not of the correct subject or quality in an apparent misrepresentation attempt
• Canceling Orders Without Cause - Incorrectly canceling orders with cause to falsely earn cancellation pay
• ID Scan Avoidance - Continually failing to attempt an ID scan from a customer when making a delivery that requires a scan 
• Marking all Items Unavailable - Deliberately marking all shopping items unavailable to cancel an order and gain delivery pay
• Canceling Shopping After Paying - Cancelling shopping orders after paying without returning the items and receiving a refund
• Failing to Return Alcohol - Not returning alcohol to the merchant if an order cannot be delivered to the customer
• Avoiding Delivery PIN Entry - Not using the dropoff PIN when prompted.  

If an account violation occurs, you will receive a notification through the Grubhub for Drivers app and an email. You'll have a chance to review and acknowledge the violation via the app. If 3 violations occur, your account will be blocked and you won’t be able to log on to the app. After you have had a violation for 90 days, it will expire and be removed from your account.

Seattle

For delivery partners who are making pickups or drop offs in Seattle, fraudulent use includes, but is not limited to, cancellation or unassignment of orders “with cause” that are determined to be without cause. Further, fraudulent use includes, but is not limited to, fraudulently or deceptively extending engaged time or engaged miles. A finding of fraudulent use may result in immediate account suspension or contract termination. If a finding or suspicion of fraudulent use occurs, you will receive a notification through the Grubhub for Drivers app and an email.

If you wish to appeal your blocked account, you may reply to that email within seven (7) days with a detailed explanation, which should include any supporting documents or photos. Any photos must be in a .JPEG or .PNG format. When the review process is complete, we’ll send you an email with the status of your Grubhub account.

By giving you clear guidelines for using the Grubhub platform, we’re improving our fraud-prevention process and creating an environment that protects and empowers Grubhub drivers. And when drivers succeed, the entire Grubhub network succeeds.