Grounds for Temporary Suspension
A rider account may be temporarily suspended for:
- Low acceptance rate or high cancellation rate without valid reason
- Repeated late deliveries beyond acceptable thresholds
- Customer complaints pending investigation
- Expired or unuploaded documents (licence, insurance, RC)
Grounds for Permanent Deactivation
A rider account will be permanently deactivated for:
- Fraud, theft, or misappropriation of order items or customer property
- Falsifying delivery records or GPS location data
- Physical or verbal abuse of customers, merchants, or Sooper Buddy staff
- Driving under the influence of alcohol or drugs
- Repeated violations after prior warnings
- Sharing the rider account with another person
- Conviction for any criminal offence
Appeal Process
Riders who believe a suspension or deactivation was unjust may submit a formal appeal within 30 calendar days of the action by contacting Sooper Buddy Rider Support. Include your registered phone number, a description of the circumstances, and any supporting evidence.
Appeals are reviewed within 7–10 working days. Sooper Buddy's decision following the appeal process is final.
All Policies
Questions? [email protected]