Be respectful: Our riders are at the heart of our business, collecting item from our restaurant or shop and grocery partners and delivering it to your door. We ask that you treat riders with respect and report any behaviour that you find unprofessional to us directly by contacting Customer Support, so we can take appropriate action. We want everyone who uses Fako to have a great experience, and being respectful to one another is key.
Be prompt: When you receive a notification that your rider is on their way to you, please ensure that you are ready to collect your item at the time indicated in the app. This is so that our riders do not have to spend time waiting around for customers to come and collect their item when they could be working. Additionally, we ask that you use ‘Delivery notes’ at checkout to indicate where you would like your item to be delivered to, so that your rider does not have to search for your location.
Fraud: Fraudulent activity undermines the trust that we have built with our community. Committing fraud is a criminal offence. We have a number of measures in place to monitor fraudulent activity from customers, as well as riders and restaurants and grocery partners. If an account is found or suspected to be engaging in fraudulent activity, we will take action which may result in:
- Deactivation of your Fako account; and/or
- Escalation to the relevant authorities.