Tuko Community Guidelines
Our guidelines were developed to help make every experience with the Tuko mobile application, Tuko website, and/or other Tuko technology interface (“Tuko Platform”) feel safe, respectful, and positive. They apply to everyone who uses Tuko’s Platform, including but not limited to drivers, riders, couriers, Tuko App users, Tuko App merchants, and businesses in the United Kingdom. It also includes interactions you may have with Tuko employees and contractors, through online support systems, 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 Tuko Platform
- PART 3 - Additional guidelines for riders
- PART 4 - Additional guidelines for drivers
- PART 5 - Additional guidelines for couriers
- PART 6 - Additional guidelines for merchants using Tuko App
- PART 7 - Additional guidelines for Tuko App users
- PART 8 - How Tuko enforces these guidelines
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 Tuko Platform, as well as the behaviours or circumstances which may cause you to lose access to the Tuko Platform. The following guidelines—which we’ll update from time to time—provide the basis for behaviour we expect from all in the Tuko community. Not following any one of our guidelines can constitute a material breach or violation of the terms of your agreement with Tuko and may result in the loss of access to part or all of the Tuko Platform. Please remember to check these guidelines before you use the Tuko Platform.
In some instances, our guidelines apply to conduct outside the Tuko 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 Tuko Platform and its users.
The guidelines that apply to you depend on your use of the Tuko Platform. Please take a moment to carefully read the sections below that are applicable to you.
Guidelines for all of us
Everyone who uses the Tuko Platform is required to follow the general guidelines set out in this Part (Part 2). There are also additional guidelines in Parts 3 - 7 below that may be applicable depending on your use of the Tuko 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 Tuko community as you would like to be treated yourself: with respect. The actions you take while using the Tuko 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 Tuko Platform and interacting with others in the Tuko community—just as you would in any public place.
We believe that everyone should feel supported and welcomed when interfacing with others in the Tuko 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.
Don’t touch strangers or anyone you just met while using the Tuko Platform. Limited exceptions are permitted for people needing or requesting physical assistance (for example, riders using Tuko Assist or 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, nonverbal, 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
- Tuko 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 Tuko community; this includes unsolicited sharing of such images through Tuko’s online support systems or in connection with an Tuko 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 Tuko Support team.
Contact should end when the experience associated with the Tuko 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.
You should always feel safe, respected and welcome. That’s why we don’t tolerate discriminatory conduct or behaviour, including toward the Tuko 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.
- Rate another user—whether drivers, riders, couriers, merchants, restaurants, or businesses—based on these traits.
- Discriminate on the basis of a rider’s destination or an 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 Tuko 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.
Damaging property is never allowed. Some examples include damaging the car or other mode of transportation requested through the Tuko 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 is not allowed, except for couriers who are exercising their right of substitution. To use the Tuko 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 Tuko Platform.
Drivers 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 have an Tuko account in the United Kingdom. That means that you must be at least 18 years old to ride unaccompanied in a vehicle. Account holders can’t request a ride or delivery for someone under the age of 18 who will not be accompanied by either the account holder or another adult during the ride or when collecting the delivery. When ordering food, children are also not allowed to use an adult’s Tuko App account by themselves. These age limitations apply unless our terms or other policies say otherwise.
Drivers and couriers must complete trips and deliveries using only approved vehicles (except for substitutes acting on behalf of couriers) 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 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. Riders should always request a car that has enough seats for everyone in their party and not travel in large groups that exceed the number of seat belts in the vehicle. Drivers must decline a trip with Tuko if there are not enough seats or seat belts in their vehicle for every rider.
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.
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 Tuko, drivers and 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 drivers and couriers to practice safe behaviour, which includes looking out for all members of the public, regardless of how they get around.
Tuko may take additional measures to try to preserve the safety of the Tuko Platform during public emergencies, including but not limited to natural disasters, public health emergencies and public crisis situations.
For example, if Tuko receives notice from a public health authority that someone using the Tuko 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 Tuko Platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the Tuko 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 Tuko 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 Tuko Platform to do their part and adhere to relevant laws and regulations, as well as airport byelaws, rules and regulations, where applicable.
We have standards based on applicable laws and regulations that everyone must follow. For example, using the Tuko 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 airport rules and regulations when at the airport, and rules of the road—including complying with traffic laws, signs, and signals—at all times when using the Tuko Platform.
All relevant licences, permits, and any other legal documents required of drivers and couriers must be kept up to date and, where required, provided to Tuko. For example, all drivers and couriers using a motor vehicle are required by law to maintain a valid driver’s licence, insurance, and vehicle registration. This also includes meeting the applicable regulatory requirements for your private hire or taxi licence in your area.
We review reports of crashes or traffic citations that may have happened during a trip or 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 drivers and couriers can park their vehicle when picking up orders, making deliveries, or waiting for riders to arrive or to exit a vehicle, and drivers and couriers must comply with these rules. For example, stopping in bicycle lanes or blocking accessibility ramps may violate the law.
For riders and Tuko App users, let your driver or courier handle the driving. For example for riders, don’t touch the steering wheel, and don’t tamper with the gear shift or other knobs, buttons, or components that are used to operate a vehicle. For riders and Tuko App users, don't ask a driver or courier to speed or to make illegal stops, drop-offs, or manoeuvres.
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 Tuko Platform.
If you’re a driver, courier or rider 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. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your own safety.
If you’re a rider and you have reason to believe your driver may be under the influence of drugs or alcohol, ask the driver to end the trip immediately. Then exit the car and call your local authorities or emergency services. Once you have left the vehicle, please also report your experience to Tuko.
Firearms and weapons ban
Riders and their guests, as well as drivers and couriers, are prohibited from carrying firearms and weapons while using the Tuko Platform, to the extent permitted by applicable law.
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 Tuko 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 trip or delivery for fraudulent purposes or otherwise;
- accepting trip, order, or delivery requests without the intention to complete, including provoking riders or Tuko App users to cancel for fraudulent purposes;
- creating dummy or duplicate accounts for fraudulent purposes;
- claiming fraudulent fees or charges, like false cleaning fees;
- intentionally requesting, accepting, or completing fraudulent or falsified trips or 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 Tuko 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 in contravention of our account sharing policy; or
- falsifying documents, records, or other data for fraudulent purposes.
Off-platform street hails and cash payments
To enhance the safety of each experience, drivers must ensure they fully comply with their regulatory requirements concerning street hails and plying for hire, which is prohibited for private hire drivers. Riders should also not pay for trips in cash or request trips directly from the driver outside of the Tuko Platform.
Other unacceptable activities
Never use Tuko‘s trade mark or intellectual property without permission. If it’s required under local law or you’re otherwise permitted by Tuko to display Tuko-branded items, drivers and couriers should only use Tuko-branded items that are obtained from Tuko or an approved partner of Tuko. Drivers and couriers should not display Tuko-branded items when they are not accessing the Tuko Platform. The use of unauthorised or third-party items—such as lights, placards, signs, or similar items bearing Tuko’s name or trade mark—is prohibited.
When using an Tuko 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 Tuko Support team. You can tap Help in the app or visit tukoapp.com/contact-us 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 Tuko. Our team is continuously improving our standards, and your feedback is important so that we can take appropriate action and keep our standards relevant as our technology evolves.
You can choose to rate your experience at the end of each trip or delivery. Honest feedback helps ensure that everyone is accountable for their behaviour and can improve the experience for other users too. This accountability helps create a respectful, safe and positive environment.
Drivers, riders, couriers, Tuko App users, and merchants have the option to give ratings to other users, as well as give feedback on how the trip or delivery went. This feedback system improves accountability and helps create a respectful, safe, and transparent environment for everyone. Drivers and couriers can see their current rating in the app. Merchants can find their Tuko App user and courier rating by signing into Tuko Provider App. Riders can see their rating displayed under their name by opening the app and touching the menu.
In circumstances where a rider’s rating is particularly low, we may contact the rider, following which we may suspend or terminate the rider’s access to their Tuko 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 Tuko Platform and interacting with others in the Tuko community. Drivers and couriers using the Tuko Platform typically provide excellent service to their riders and Tuko App users, and most riders, couriers, and Tuko App users are courteous and respectful, so most trips and deliveries run smoothly. Tuko may share information that may help you improve your rating from time to time.
Contacting Tuko Support will not lead to an individual rating being removed. We know that sometimes a trip or delivery doesn’t go well—that’s why your rating is an average rating.
Delivery, order, and trip acceptance
If you’re a driver or courier and you don’t want to accept delivery or trip 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 trips or deliveries. If you’re a merchant, use the Pause New Orders feature or make specific items unavailable. This helps keep the system running smoothly for everyone.
For drivers, couriers and merchants, if you consistently decline consecutive trip or 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.
Additional guidelines for riders
In addition to following all the general guidelines set out in Part 2, riders who choose to use the Tuko Platform must follow the below.
Please try to be on time for your ride. It’s also common courtesy not to shout, swear or slam doors. And by tidying up after yourself—whether it’s taking your rubbish home or cleaning up a spilt drink—you’ll help ensure that everyone has a pleasant ride.
When riding with Tuko, the account holder is responsible for the behaviour of their entire party. If you request a ride for another adult, you’re held responsible for their behaviour during their trip.
Temporary Authorization Holds
In circumstances where an account holder has the right to cancel a trip request, the account holder may be charged a cancellation fee in accordance with our cancellation policy.
Tuko may also charge a cancellation fee in circumstances where it refuses requests or cancels certain services owing to Tuko having reasonable doubt about the correctness or authenticity of the request or about the contact information.
Riders should comply with applicable laws when travelling with infants and small children. Where use of a car seat is required by law, it’s the rider’s responsibility to provide and fit a suitable car seat, unless our local guidelines, terms, or other policies say otherwise. Children age 12 and under should travel in the back seat.
When picking up riders travelling with small children, drivers can give them extra time to properly install a car seat before driving off. If a rider doesn’t have the appropriate car seat; if a driver is not comfortable with a rider installing one in their car; if a child does not appear to be within the height and weight safety requirements for the car seat, or; if a driver otherwise feels that the child cannot be safely transported in the seat, the driver can cancel the trip with Tuko.
When riding with Tuko, the account holder is responsible for any additional charges that may apply where the account holder, a member of their party or another adult for whom the account holder has requested a ride, soils, contaminates, or damages a vehicle, in which case the account holder may be charged for such damage, as well as for a cleaning fee.
Riders are responsible for damage to the interior or exterior of a vehicle caused by incidents such as vomiting or food spills.
Cleaning fees are paid in full to the driver. Fee assessments vary by type of mess and severity, and may be charged up to the following amounts:
£0 - Items that can be thrown away or wiped up quickly; minor mess caused by water
Minor (£15) - Small exterior/interior mess, requires vacuuming or simple cleaning (ex. minor food/beverage spills, dirt, etc.)
Medium (£25-£50) - Moderate exterior/interior mess including but not limited to food/beverage mess on vehicle exterior/interior
Severe (£40-£90) - Extended interior mess including but, not limited to larger food/beverage spill on fabric or other hard-to-clean surfaces, minor bodily fluid messes)
Severe+ (£50-£110) - Any incident that requires cleaning between the window/door or air vents, major bodily fluid mess.
In the event you are charged a cleaning fee, you will receive an updated trip receipt.
Breaches of Rider Terms and these Guidelines
Breaches of the Rider Terms or these guidelines include behaviour which, in our opinion, is likely to prejudice our business or reputation or irreparably damage the relationship and trust between us. The following are examples of matters that are normally regarded as potential breaches of these guidelines and/or the Rider Terms:
- theft or fraud;
- physical violence, bullying, sexual assault or sexual misconduct;
- deliberate and serious damage to property; and
- unlawful discrimination, victimisation or harassment.
Additional guidelines for drivers
In addition to following all the general guidelines set out in Part 2, drivers who choose to use the Tuko platform must follow the below.
Service animals and assistive devices
Drivers using the Tuko Platform must comply with all relevant laws governing the transportation of riders with disabilities, including transporting service animals and assistive devices (such as wheelchairs). Drivers must also comply with any obligations imposed by a regulator in accordance with their private hire or taxi licence.
Drivers using the Driver app may not deny a rider with a service animal or assistive device (such as a foldable wheelchair or crutches) because of the service animal or assistive devices - unless they have a valid medical exemption certificate issued by their local authority. For non-foldable wheelchairs, wheelchair accessible vehicles must be used. Applicable laws generally prohibit drivers from denying service in respect of riders because of their service animals or assistive devices, and from otherwise discriminating against riders with service animals or assistive devices, even if a driver has religious objections or a fear of animals. Knowingly refusing a rider a trip because of their service animal or assistive devices, without a valid exemption, may result in losing access to the Tuko Platform and a report to your local licensing authority.
Driver safety requirements
Extra passengers and non-account riders
When driving with Tuko, no one other than the driver, the requesting rider, and the rider's guests should be in the vehicle. This applies unless our terms, or other policies say otherwise.
Health and Safety policy
All drivers share responsibility for achieving safe working conditions. You must take care of your own health and safety and that of others including those who you come into contact with by virtue of your use of the Tuko Platform such as riders and other road users.
While undertaking trips on the Tuko Platform you must at all times:
- observe and abide by applicable road and safety laws, regulations and The Highway Code
- be medically fit to operate a motor vehicle
- follow instructions for the safe use of any equipment that you use
- not engage in reckless behaviour, including by driving unsafely, operating a vehicle that is unsafe to drive, undertaking rides while under the influence of alcohol or drugs, or taking action that harms or threatens to harm the safety of riders, other road users or third parties.
You must cooperate with Tuko on health and safety matters, including the investigation of any incident. All accidents and injuries, however minor, should be reported to the Tuko Support team.
We will ensure that you are given access to training to perform your work competently and safely.
Failure to comply with this policy may be treated as a breach of these guidelines.
Use of dashcams or CCTV that record video and/or audio
Drivers may choose to install and use a dashcam, which can be used to record rides and provide evidence to Tuko, law enforcement, or insurance companies in the event that something goes wrong on a ride. Please note the following:
- Riders entering a rideshare vehicle with a dashcam may be concerned about how the video, their image, or conversations captured by a dashcam will be used. Some licensing authorities do not allow the use of dashcam or CCTV or require, amongst other things, that a rider provides consent to being recorded. Please check the status of laws and applicable regulations in the United Kingdom to understand your responsibilities.
Drivers should comply with applicable laws when passengers are travelling with infants and small children. Where use of a car seat is required by law, it’s the rider’s responsibility to provide and fit a suitable car seat, unless our terms, or other policies say otherwise. Children age 12 and under should travel in the back seat.
When picking up riders travelling with small children, drivers can give them extra time to properly install a car seat before driving off. If a rider doesn’t have the appropriate car seat, if a driver is not comfortable with a rider installing one in their car, if a child does not appear to be within the height and weight safety requirements for the car seat, or if a driver otherwise feels that the child cannot be safely transported in the seat, the driver can cancel the ride.
Breaches of Driver Terms and these Guidelines
Breaches of the Driver Terms or these guidelines include behaviour which, in our opinion, is likely to prejudice our business or reputation or irreparably damage the working relationship and trust between us. The following are examples of matters that are normally regarded as potential breaches of these guidelines and/or the Driver Terms:
- theft or fraud
- physical violence, bullying, sexual assault or sexual misconduct
- high cancellation rates
- deliberate and serious damage to property
- serious misuse of Tuko's property or name
- unlawful discrimination, victimisation or harassment
- bringing Tuko into serious disrepute
- serious incapability at work brought on by alcohol or illegal drugs
- causing loss, damage or injury through serious negligence
- breach of any regulatory obligation imposed on private hire or taxi drivers; and
- a breach of health and safety rules, including dangerous driving and other behaviours which pose a risk to rider safety
This list is intended as a guide and is not exhaustive.
Additional guidelines for couriers
In addition to following all the general guidelines set out in Part 2, couriers who choose to use the Tuko App platform must follow the below that apply to Tuko App 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 Tuko App user dietary restrictions. For example, merchants may notify a courier to keep halal and non-halal food separate or orders collected from different Tuko App 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 Tuko App-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 Tuko App users to show their government issued photo ID and refusing delivery if an Tuko App user is under age or appears intoxicated.
Right of substitution / account sharing
At any point during the delivery process, you may choose to have someone else deliver on your behalf. If you choose to do this, you should keep in mind that you are still fully responsible for all activities performed on your account, either by you or by your substitute.
How to ask someone to deliver on your behalf
One of the many positives of delivering with Tuko is the flexibility that comes from being your own boss and deciding when and where to work. This includes being able to ask someone else, your “substitute”, to make your deliveries on your behalf. We have taken some steps to make this easier for you and make sure that all users of the app have a safe and reliable experience.
Appointing a substitute
At any point during the delivery process, you may choose to have someone else deliver on your behalf. If you choose to do this, you should keep in mind that you are still fully responsible for all activities performed on your account, either by you or by your substitute.
If you use a substitute, you don’t have to tell us beforehand, but you must let us know within 24 hours of completion of the first delivery with any new substitute. Failure to do so may result in losing access to your account. For each different substitute you ask to perform deliveries on your behalf, you must let us know.
What happens after you let us know that you are using a substitute?
After you let us know that you are using a substitute, our team will reach out to your substitute to carry out the basic safety checks mentioned above (e.g. background check). Your substitute does not need to wait for this verification process to complete before carrying out deliveries. Your substitute will receive an email from us asking them to complete a background check, within seven days. It is important they promptly complete and pass the steps required for the background check. If they don’t, you may risk losing access to your account. Your substitute will receive an email from us asking them to complete a background check. Please ensure that the substitute begins this process within seven days, otherwise you may lose access to your account.
If your substitute does not promptly complete the steps required for the background check, or we discover that your substitute does not meet the requirements, this may result in you losing access to your account.
Additional guidelines for merchants
In addition to following all the general guidelines set out in Part 2, merchants who choose to use the Tuko App platform must follow the standards below that apply to Tuko App orders and deliveries, 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 Tuko 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 Tuko App users safely, merchants should seal packages in tamper-evident packaging ahead of delivery. Merchants are expected to act responsibly on information provided to Tuko App users related to food allergies, intolerances, or other dietary restrictions and reject order requests with which they cannot comply. Merchants must ensure that they comply with Tuko App’ allergens policy. 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 Tuko 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 Tuko App users
It’s important for merchants to treat couriers and Tuko App users with respect. Merchants should be careful to fulfil and include the correct items in their Tuko App user’s order. When an Tuko App user receives wrong items, it can lead to a poor experience.
Long preparation times, long courier handoff 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 Tuko App users and couriers.
If these metrics, or others, are significantly worse than average for a merchant’s city they may negatively impact other parties’ experiences with the Tuko App 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.
Merchants may only offer for sale items expressly contemplated under their agreement with Tuko. Specially regulated or illicit items, according to applicable laws and regulations, are not allowed to be offered on a merchant’s Tuko App menu. Tuko may remove from—or otherwise limit the merchant’s ability to post to—a merchant’s Tuko App menu any items Tuko deems prohibited or inappropriate.
Additional guidelines for Tuko App users
In addition to following all the general guidelines set out in Part 2, Tuko App users who choose to use the Tuko App platform must follow the below that apply to Tuko App orders and deliveries.
If you request a delivery for another adult, you’re held responsible for their behaviour upon receipt of that delivery.
All orders that contain restricted items (e.g., alcohol or tobacco) must comply with any applicable laws and restrictions on off-premise delivery and hours of service. Only Tuko App users who are the legal age to buy restricted items or older, and not intoxicated, can order and receive the delivery of restricted items, where available. Tuko App users may be asked to verify age and identity, which may include showing a government issued photo ID when an alcohol, tobacco or other restricted item delivery arrives. If the Tuko App user does not have a valid government-issued photo ID when requested, or appears intoxicated, the order will not be able to be delivered and may be returned to the merchant on the Tuko App user’s behalf and at the Tuko App user’s expense. Tuko App users may not place an order that includes alcohol to be delivered to a public location where open containers are prohibited, or to any other areas where possession or consumption of alcohol is prohibited by law.
How Tuko enforces our guidelines
Losing access to the Tuko 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 Tuko Platform. If you violate any terms of your contractual agreement with Tuko, or any applicable terms or policies, including any one of these guidelines or any additional policies and standards that are communicated by Tuko to you from time to time, you can lose access to all or part of the Tuko Platform. If you have more than one Tuko account, such as a rider account and a driver account, violating these guidelines could also lead you to lose access to all Tuko accounts. If you believe an error caused you to lose access to your account, you may contact the Tuko Support team.
Tuko 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. Tuko 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 Tuko Platform can be due to reported violations of these guidelines and certain actions you may take outside of the Tuko Platform. Tuko 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 Tuko community, our employees, workers and contractors, or cause harm to Tuko’s brand, reputation, or business then access to the Tuko 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 Tuko Platform. Any behaviour involving violence, sexual misconduct, harassment, fraud, or discrimination, or deceptive, illegal, or unsafe activity while using the Tuko Platform can result in the immediate loss of access to the Tuko Platform.
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, including ridesharing services, on the Tuko Platform is regulated in the United Kingdom. If we determine that your driver or courier account is not in compliance with applicable regulatory or legal requirements, we may be required to remove your access to the Tuko Platform.
Lastly, drivers and couriers wanting to use the Tuko Platform may undergo a screening process, including motor vehicle record check and background checks as applicable. A driver or courier will lose access to their Tuko account(s) if a motor vehicle record check, criminal background, or other checks uncovers a violation of Tuko’s guidelines or other criteria required by local regulators.
Further detail on circumstances which may lead to a deactivation of a driver account is available in Part 3 of these guidelines.