1. Introduction

Welcome to VapVap Eats. This policy document outlines the standards, procedures, and expectations for drivers partnering with our platform in Aruba. These policies ensure the safety, efficiency, and professionalism of our services while strictly adhering to Aruban laws and regulations.

2. Driver Onboarding

2.1 Eligibility Requirements

• Age and Licensing: Drivers must be at least 18 years old and possess a valid driver’s license.
• Vehicle Standards: Vehicles used for deliveries must:
  • Be roadworthy, insured, and regularly maintained.
  • Meet all local safety and emissions standards as per Aruban law.
  • Be equipped with all legally required safety features: This includes, but is not limited to:

• Fully functional seat belts for all seating positions.
• Operational headlights, taillights, brake lights, and turn signals.
• Properly inflated tires with adequate tread.
• Working windshield wipers and clear, unobstructed windows.
• A functioning horn and mirrors in good condition.
  • Background Checks: All drivers must pass a comprehensive background check, which includes the following:
• Criminal History: Drivers must have no criminal record involving violent crimes, theft, fraud, or any other offenses that could pose a risk to the safety and security of customers, restaurant partners, or the company. Any criminal conviction that raises concerns about trustworthiness or safety will result in disqualification from the platform.
• Driving Record: Drivers must maintain a clean driving history. This includes:
  • No convictions for driving under the influence (DUIs) or drug-related offenses.
  • No reckless driving incidents.
  • No more than two minor traffic violations (e.g., speeding tickets, failure to stop) within the past two years.
  • No involvement in at-fault accidents within the past two years.

2.2 Driver Equipment and Supplies

• Required Equipment: Drivers must have the necessary equipment, including:
  • An insulated delivery bag for maintaining the temperature of food items.
  • A smartphone with the VapVap Eats app installed and a phone holder for safe navigation.
• Company-Provided Supplies: VapVap Eats will provide drivers with an insulated delivery bag to ensure food items are transported at the correct temperature. A small deposit is required from the driver for this bag, which will be fully refunded upon the return of the bag in good condition or after one year of continuous active service.

3. Professional Conduct

3.1 Expected Behavior

• Professionalism: Drivers must conduct themselves professionally, including being polite, respectful, and communicative with customers, restaurant staff, and other drivers.
• Communication: Drivers are required to:
  • Promptly communicate any issues, delays, or concerns to the customer through the app’s messaging system.
  • Notify VapVap Eats immediately if they are unable to complete a delivery due to unforeseen circumstances.
• Prohibited Conduct: The following behaviors are strictly prohibited and may result in immediate termination:
  • Driving under the influence of alcohol or drugs.
    • Immediate Termination: The driver’s partnership with VapVap Eats will be terminated immediately.
    • Legal Reporting: VapVap Eats will report the incident to local law enforcement.
    • Legal Action: The driver may face legal penalties under Aruban law for driving under the influence.
  • Tampering with food orders or consuming any part of the order.
    • Immediate Termination: The driver’s partnership with VapVap Eats will be terminated immediately.
    • Financial Liability: The driver may be required to compensate the affected restaurant or customer for the tampered or consumed items.
    • Legal Action: VapVap Eats reserves the right to pursue legal action for theft or damage if necessary.
  • Engaging in theft, fraud, or any illegal activities during deliveries.
    • Immediate Termination: The driver’s partnership with VapVap Eats will be terminated immediately.
    • Financial Liability: The driver may be held financially responsible for any losses incurred.
    • Legal Reporting and Action: VapVap Eats will report the incident to law enforcement and cooperate with any investigations. Legal action may be pursued as appropriate.
  • Harassment or inappropriate behavior towards customers or restaurant staff.
    • Immediate Termination: The driver’s partnership with VapVap Eats will be terminated immediately.
    • Incident Documentation: VapVap Eats will document the incident and provide evidence to relevant parties if requested.
    • Legal Reporting: If the behavior violates any laws or regulations, VapVap Eats will report the incident to authorities and may seek legal remedies.
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• Dress Code: Drivers are expected to wear clean and appropriate attire during deliveries.

3.2 Accountability 

• Vapvap Eats reserves the right to hold the driver accountable for losses due to brand defamation, or bad publicity due to driver conduct.

4. Payment Structure

4.1 Compensation

• Base Payment: Drivers will receive a fixed base payment for each completed delivery.
• Delivery Fee Share: Drivers will also earn a percentage of the delivery fee charged to customers. This percentage may vary depending on the total value of the order, with higher-value orders offering a larger percentage share.
• Distance Compensation: In addition to the base payment and delivery fee share, drivers will be compensated for the distance traveled during a delivery. This compensation is based on the number of kilometers traveled from the restaurant to the customer’s location, calculated through the app.
• Payment Schedule: Payments will be processed daily. Detailed earnings reports are accessible through the VapVap Eats app.
  
  

4.2 Payment Disputes

• Dispute Resolution: If a driver disputes a payment, they must submit a claim through the app within seven days of receiving payment. VapVap Eats will review and resolve disputes within 14 days.

5. Order Management

5.1 Order Acceptance

• • Prompt Response: Drivers must accept or decline delivery requests within the app promptly. Repeated declines may result in a review and possible suspension of the driver’s account.
  • Order Cancellations:
    • By Customer: If a customer cancels an order after pickup, drivers will still receive the base payment and any accrued distance compensation. VapVap Eats will handle any refunds to the customer.
    • By Driver: If a driver needs to cancel a delivery after accepting it, they must notify VapVap Eats immediately. Unauthorized cancellations may result in penalties or account suspension. If the order is canceled before pickup Vapvap will assign a new driver. Once an is marked as picked up you will not be able to cancel the order.

• Compensation for Long Wait Times

• • Restaurant Delays: If a driver experiences a significant delay (e.g., more than 15 minutes) at the restaurant due to the order not being ready, they may be eligible for additional compensation.

5.2 Delivery Issues

• Unreachable Customers: If a customer is unreachable after multiple attempts:
  • Drivers should wait a minimum of 5 minutes at the delivery location.
  • Follow app instructions for the next steps, which may include leaving the order at a safe location, returning it to the restaurant, or contacting VapVap Eats for further instructions.
• Incorrect or Damaged Orders:
  • Drivers must handle all food items carefully to prevent damage during transport.

6. Safety and Legal Compliance

6.1 Driving Safety

• Safe Driving Practices: Drivers are expected to adhere to all traffic laws and regulations in Aruba. This includes:
  • Obeying speed limits and traffic signals.
  • Avoiding the use of mobile phones while driving.
  • Wearing seat belts at all times.
• Accident Reporting: In case of an accident:
  • Immediately report the incident to local authorities and VapVap Eats.
  • Follow all legal requirements for accident reporting as stipulated by Aruban law.
  • Provide a detailed report to VapVap Eats, including any damages to the vehicle or injuries sustained.

6.2 Health and Food Safety

• Health Protocols: Drivers must follow all health and safety guidelines, particularly during public health crises (as required by local health regulations or government mandates). This includes:
  • Wearing Masks and Using Hand Sanitizers: Drivers should wear masks and use hand sanitizers regularly when mandated by local health authorities or during specific public health situations.
  • Practice contactless delivery when requested by customers.

• Food Handling: Ensure that food is transported safely and securely:
  • Maintain the temperature of hot and cold items as required.
  • Do not tamper with or open food packaging.

6.3 Legal Compliance

• Insurance Requirements: Drivers must maintain valid personal auto insurance that meets or exceeds the minimum requirements set by Aruban law.
• Regulatory Compliance: Drivers must comply with all local regulations, including those related to vehicle maintenance, road safety, and environmental standards.

7. Termination and Dispute Resolution

7.1 Grounds for Termination

Immediate Termination: The following actions will result in immediate termination of the driver’s partnership with VapVap Eats:

• Driving Under the Influence of Alcohol or Drugs: Any instance where a driver is found to be operating a vehicle while impaired by alcohol or drugs. This includes failing a field sobriety test, breathalyzer, or drug test administered by law enforcement or VapVap Eats representatives.
• Engaging in Theft, Fraud, or Illegal Activities: Any involvement in the theft of orders, fraudulent activities, or other illegal behaviors such as falsifying delivery information, identity fraud, or engaging in criminal acts during the delivery process.
• Repeated Customer Complaints or Poor Performance: A pattern of serious or repeated complaints from customers regarding the driver’s conduct, professionalism, or service quality. Specific criteria include:
  • More than three verified complaints from customers within a 30-day period.
  • Consistent failure to meet service standards, such as repeated late deliveries or improper handling of orders, leading to poor customer reviews.

Warnings and Suspensions: The following minor infractions may result in warnings or temporary suspension of the driver’s account:

• Minor Policy Violations: Instances such as minor delays not caused by circumstances beyond control or occasional minor issues with communication.
• First and Second Warnings: A first warning will be issued for minor infractions, detailing the nature of the violation and required corrective actions. A second warning will be issued for repeated minor infractions or failure to correct previously identified issues.
• Temporary Suspension: If a driver continues to violate policies after receiving warnings or if the nature of the infraction is deemed serious but does not warrant immediate termination, a temporary suspension may be imposed. During this period, the driver will be removed from active duty and required to address the issues identified. The suspension period will be determined based on the severity of the infraction and the driver’s history.

7.2 Appeals and Dispute Resolution

• Appeals Process: Drivers who believe their account has been unfairly suspended or terminated may appeal the decision by submitting a request through the app. VapVap Eats will review appeals and provide a decision within seven business days.

8. Data Privacy and App Usage

8.1 Data Privacy

• Customer Data Protection: Drivers must protect the privacy and confidentiality of customer information. Sharing or misuse of customer data is strictly prohibited and may result in legal action.
• Secure App Usage: Drivers must use the VapVap Eats app as intended, keeping it updated and secured on their devices. Unauthorized use or tampering with the app’s functionality is not allowed.

8.2 Technology Compliance

• GPS and Navigation: Drivers should rely on the app’s GPS for accurate navigation. Report any GPS malfunctions or issues immediately to VapVap Eats support.
• App Malfunctions: In case of technical issues with the app, drivers should contact VapVap Eats support promptly for assistance.

9. Policy Updates

Policy Changes: VapVap Eats reserves the right to update or modify these policies at any time. Drivers will be notified of significant changes via notifications in the app. Continued use of the platform indicates acceptance of the updated policies.

10. Driver Support

10.1 Support Channels

• Customer Support: Drivers can access support for issues related to orders, payments, or technical difficulties through the app. VapVap Eats offers support during business hours, with emergency assistance available for urgent situations.

Acknowledgment

By signing up as a driver with VapVap Eats, I acknowledge that I have read, understood, and agree to abide by the policies outlined in this document. I understand that failure to comply with these policies may result in the termination of my partnership with VapVap Eats.