Grounds for Temporary Suspension
- Average rating falling below 3.0 stars over a 30-day period
- High order cancellation rate without valid operational reasons
- Repeated preparation delays beyond committed times
- Unresolved customer complaints pending investigation
- Expired licences or certifications not renewed within the grace period
Grounds for Permanent Removal
- Food safety violations resulting in customer illness or injury
- Fraudulent transactions or financial misrepresentation
- Sustained failure to meet minimum performance standards
- Repeated violation of menu accuracy or pricing policies
- Harassment or abuse of Sooper Buddy riders or staff
- Listing of prohibited or illegal items
Notice & Cure Period
For most performance-related issues, Sooper Buddy will issue a formal written warning and provide a 14-day cure period before suspension. Immediate suspension without notice is reserved for safety violations and fraud.
Reinstatement
Merchants suspended for non-fraud reasons may apply for reinstatement after 30 days by demonstrating corrective action. Permanently removed merchants are not eligible for reinstatement.
All Policies
Questions? [email protected]