Rider terms

These terms are between you and Zaymo, a trading name of StackWrx Ltd, company number 17108167, 19 Well Street E9 7QX ("we", "us"). They apply when you use the Zaymo rider app. Please read them: you agree to them when you sign up, and again whenever we change them.

1. You're self-employed

• You're an independent, self-employed rider, not our employee or worker. You run your own delivery business and use Zaymo to find jobs.
• You choose if, when and for how long you go online. There are no shifts, no minimum hours and no rota. We may ask who's free at busy times, but you never have to say yes, and saying no never affects you.
• You can work for other apps and companies at the same time, including our competitors.
• You can accept or decline any job. Declining never affects you: it won't lower your offers, ranking or access to work.
• You use your own vehicle, phone and equipment, and pay your own running costs.
• You're responsible for your own tax and National Insurance (for example, through Self Assessment).

2. Sending a substitute

• You can send someone else to do jobs in your place. You choose who; we only check the things the law and insurance require.
• To add a substitute, tap Account → Substitutes → Invite a substitute in the app. You get a one-off code (it lasts 7 days). They download Zaymo, sign up with their own phone number, turn on "I'm a substitute" and enter the code.
• Before they can take jobs, they give their own details and we check their right to work in the UK (and, for mopeds, motorbikes and cars, their licence and insurance), the same as for any rider, plus their own photo and National Insurance proof. They also agree to these terms.
• Jobs your substitute does are paid to you, in your Friday pay. You pay them, on whatever terms you agree between you. You're responsible for them following these terms.
• You can remove a substitute at any time in the app; they stop getting jobs straight away. Jobs they've already done are still paid to you.
• A substitute can't send substitutes of their own.

3. Your details, documents and vehicle

• Everyone: you must be 18 or over, and give us your date of birth, email, home address and National Insurance number. The law requires us to report what riders earn to HMRC each year with these details. You can add an emergency contact too (optional).
• Your photo: send a clear, recent photo of your face. Once we've checked it, the restaurant and customer see it while you're on their job, so they know it's you.
• National Insurance number: send a photo of something showing it with your name, such as a payslip, P60, HMRC letter, your NI card or the HMRC app.
• Right to work: send your Home Office share code (or, if you're a British or Irish citizen, a photo of your passport) in the app.
• Bicycles and e-bikes: no licence or insurance is needed. An e-bike must be road-legal: it only helps while you pedal (no throttle), its motor is 250W or less, and it stops helping at 15.5mph. Anything else counts as a moped by law.
• Mopeds, motorbikes and cars: you need a licence for that vehicle (with a CBT for a moped on a provisional licence) and insurance that covers food delivery for payment ("hire and reward"). Send a DVLA check code and a photo of your insurance certificate in the app before your first job.
• A person at Zaymo checks every document. We'll remind you two weeks before anything runs out. If something you need runs out, you can't take jobs until you send the new one. That's a legal requirement, not a judgement on your work.

4. Taking a job

• Each offer shows the pay and distances before you accept.
• When you accept, we give you an "arrive by" time: the time the food is ready, or the time it would reasonably take you to get there plus a few minutes, whichever is later.
• Please never rush. Ride safely and follow the law. No amount of lateness is worth a risk.
• If you're running behind, we'll let you know at 5 and 10 minutes past the arrive-by time.
• If you haven't reached the restaurant 15 minutes after the arrive-by time, we'll pass the job to another rider so the customer isn't kept waiting, and you won't be paid for that job. If our location data shows you're already at the restaurant, we'll mark you as arrived instead.
• Being passed over only affects that one job. It doesn't count against your account, your future offers, or your ranking.

5. Collecting and delivering

• You can only confirm you've arrived or collected an order when your phone shows you're at the restaurant (within about 250 m). If your GPS is wrong, you can tell us you're there a few times a day. We review these.
• Take a photo of the bag when you collect it, showing the restaurant's tamper sticker (or tell us there isn't one), and another at the customer's door. The app won't let you continue without them. These photos protect you: they show whether something went missing before you collected it.
• Deliveries are confirmed with the customer's 4-digit PIN. After 5 wrong PINs the delivery locks and you'll need to call us so we can check with the customer and unlock it.
• If you can't deliver: take the photo at the door, then call the customer (or the restaurant). If nobody answers after 5 minutes at the door, or you can't find the address, you can mark it "can't deliver". If the customer refuses the order, you can mark it straight away. If you feel unsafe, leave and mark it straight away. You're still paid for the delivery, and you don't need to take the food back. We check each one against your photo and location; marking deliveries you didn't really attempt is fraud.

6. Code of conduct

• Never open, tamper with or take anything from an order.
• Treat customers and restaurant staff with respect.
• Follow the law on the road.
• If a bag arrives damaged, that's noted but not held against you on its own. Accidents happen. A pattern across several jobs will be reviewed by a person.
• We'll never fine you or take money from your pay for damaged or missing orders.

7. Pay

• You provide the delivery to the restaurant. Zaymo is your agent: we find you jobs, bill restaurants for your delivery fees and collect them on your behalf (you authorise us to do that), then pay them to you without taking anything from them. Zaymo charges the restaurant its own, separate service fee.
• You're paid every Friday, into the bank account you give us in the app, for the previous week (Monday to Sunday).
• You're paid per completed delivery, at the amount shown before you accepted. A delivery you marked "can't deliver" (following section 5) is paid too.
• If a job isn't taken, its pay may go up (+25p, then +50p). The extra goes first to riders who haven't already been offered the job.
• If the restaurant cancels after you've accepted, you're paid £2.50 if you'd already arrived, or if you were within about 5 minutes of the restaurant and on your way there.
• If you're VAT-registered, tell us before your next payment and we'll sort out VAT on your delivery fees with you.

8. Your location and data

• We only use your location while you're online or on a job, never when you're offline.
• We use it to offer you nearby jobs, show the restaurant and customer where their order is, check you're at the restaurant, and look into problems with a job.
• While you're on a job we keep a record of where your phone was, so we can check things fairly if you appeal. We delete it after 30 days. Job photos are deleted after 30 days.
• Your documents are encrypted. Photos of them, and share codes, are deleted 90 days after we've checked them; we keep the result of the check for as long as the law requires.
• Our privacy policy explains the rest.

9. Decisions made automatically, and how to challenge them

• Some decisions are made automatically from your location and timings, such as passing a job on when you're late.
• If you think one was wrong, you can appeal within 7 days in the app, with a photo taken in the app as proof (for example, the restaurant or the order).
• A person reviews it against your location record for that job. If we got it wrong, we reverse it and pay you what the job would have paid.
• We never suspend or close your account automatically because of how you've worked.

10. Changes, ending and problems

• Changes: we'll tell you about changes to pay or to these terms in the app at least 7 days before they apply (unless a change is needed sooner for legal or safety reasons). The app asks you to accept new terms; if you don't agree, you can stop using Zaymo.
• You can stop at any time, and delete your account in the app. We remove your name, phone number, photos and location history. Records of the jobs you did and what you were paid are kept, with your name removed, because the law requires payment records to be kept for tax.
• We can stop working with you for serious reasons: fraud, tampering with orders, dangerous or abusive behaviour, or documents that aren't valid. That's always decided by a person, who will tell you why and hear your side first. Otherwise, we'll give you at least 7 days' notice.
• Responsibility: you're responsible for your vehicle, your phone, and how you ride or drive. We're not responsible for losses caused by your vehicle, accidents or things outside our control. Nothing in these terms limits liability for death or personal injury caused by negligence, or for fraud.
• These terms are governed by the law of England and Wales.