At DoorDash, we are proud to provide people across North America with flexible work opportunities that allow them to be their own boss, make meaningful money, and explore their community.
As someone who delivers using the DoorDash platform (a “Dasher”), you will regularly interact with merchants and consumers. The most successful Dashers are able to perform deliveries quickly, efficiently, and professionally, providing a great experience for everyone on the platform and resulting in more deliveries per hour and more money. However, occasionally there are situations where a Dasher engages in activity that harms the platform, which could lead to the Dasher’s account being deactivated.
We want to be clear, upfront, and transparent about the reasons an account may be deactivated and what Dashers can do about it. Below, you can find our deactivation policy and related process. If you have additional questions about DoorDash, please contact https://www.doordash.com/help/.
YOUR RATINGS ON DOORDASH
Customers who place an order through DoorDash are asked to rate each delivery on a scale of one to five stars. Ratings are critical to the success of the DoorDash platform because they help ensure that the deliveries completed through the platform are high in quality. Dashers that are consistently late, deliver orders with missing items, or behave unprofessionally, typically receive lower ratings.
How it affects you:
Each DoorDash market has a rating threshold that Dashers must maintain to continue using the DoorDash platform. Your market’s Dasher rating threshold can be found on your city’s local page here. You are responsible for monitoring your rating. However, as a courtesy we may let you know if your rating starts falling near the threshold level. If your rating falls below the threshold, your account may be deactivated.
ACCEPTING AND CANCELING ORDERS
The Acceptance Rate is the percent of times a Dasher accepts a delivery that is offered to him or her through the app. Before a Dasher must decide whether to accept a delivery opportunity, the Dasher app provides a number of key facts about the order including the name of the merchant, the destination of the delivery and the subtotal of the order.
The Completion Rate is the percent of deliveries that a Dasher completes once he or she has accepted a delivery opportunity. Failing to complete a delivery that has been accepted leads to a poor experience for customers, merchants and Dashers: it means that a customer’s delivery will likely be late, the merchant will have to wait for food to be picked up, and a new Dasher will be put in a tougher position when he or she accepts a delivery that is already late.
How it affects you:
As your own boss, you have the right to decline any delivery opportunity; however, because Dashers occasionally forget to log out of the application or end a dash, DoorDash may log you out of a dash if you fail to accept multiple delivery opportunities, or remain on pause for an extended period. Of course, you are always free to log out of the app or pause a dash for any reason, including if you are not interested in performing deliveries, are working on another application, or need a break. DoorDash also notes that an extremely low Acceptance Rate may be an indicator of fraud, or an effort to game incentive programs offered through the DoorDash platform. As set forth below, such fraud may result in deactivation of your account.
We recognize that unforeseen circumstances may arise when you’re on a dash, so you have the right to occasionally not complete deliveries you have accepted. However, each DoorDash market has a threshold Completion Rate that Dashers must maintain to continue using the DoorDash platform. Your city’s threshold Completion Rate can be found here. You are responsible for monitoring your Completion Rate. However, as a courtesy we may let you know if your Completion Rate starts falling near the threshold level. If your Completion Rate falls below the threshold, your account may be deactivated.
KEEPING THE PLATFORM SAFE AND SECURE
At DoorDash, the safety of Dashers, merchants and consumers that use the DoorDash platform is paramount. We want to make sure you feel safe when performing deliveries, that merchants feel comfortable working with Dashers, and that consumers never need to be concerned about opening their door to receive their order.
Creating an unsafe environment for anyone on the platform is grounds for immediate deactivation. These behaviors include, but are not limited to:
- Violence or inappropriate behavior, including abusive language - Exhibiting objectively unsafe behavior, including physical or verbal assault of a consumer, merchant, another Dasher, or any other person.
- Use of alcohol and drugs - Dashing while under the influence of alcohol or drugs.
- Discrimination or harassment - DoorDash is committed to providing a platform free from discrimination and harassment and therefore prohibits discrimination and harassment by or directed at Dashers, merchants, customers or DoorDash employees because of race, color, sex, gender, national origin, ancestry, religion, creed, physical or mental disability, medical condition, marital status, sexual orientation, age, profession or any basis protected by federal, state or local law.
- Unsafe driving and biking - Exhibiting objectively unsafe conduct during transportation, including texting and driving, not pulling over before examining or accepting a delivery opportunity, and failing to be conscientious while using navigation apps. DoorDash evaluates Dashers involved in accidents for potential deactivation, depending on all relevant facts and circumstances.
- Failure to comply with the law - Violating any local, state or federal law while using the DoorDash platform, including any applicable criminal or traffic laws.
- Failure to pass a background check - Failing to meet DoorDash’s background check criteria is grounds for being denied access to the DoorDash platform, or account deactivation if you have already accessed the platform.
ABUSING THE PLATFORM
Much of the DoorDash platform rests on minimum business standards of integrity and fair dealing. We trust Dashers to use the app honestly and with integrity. Accounts of Dashers that abuse our services or engage in fraud will be deactivated. Examples of abuse and fraud include, but are not limited to:
- Manipulating the referrals system or promotions - Gaming or manipulating the consumer referral program, the Dasher referral program, Dasher pay promotions or other similar types of programs.
- Using red cards improperly - Purchasing anything other than that required by an authorized delivery.
- Providing information that is fraudulent or inaccurate - Misrepresenting information during signup, giving false information to the support team during dashes, or failing to accurately identify the mode of transportation being used to perform dashes.
- Tampering with deliveries or failing to maintain standards of food safety - Opening, using, consuming, or tampering with a delivery or customer order; failing to use an insulated hot bag to safely transport deliveries.
Sometimes there are extenuating circumstances and additional context around situations that result in deactivation. As a result, we are working to pilot a review committee comprised of Dashers that will review input from both Dashers whose accounts have been deactivated, as well as the DoorDash operations team, to determine whether a deactivation should be upheld. This review process will apply to deactivations due to abuse, safety and behavior issues, but will not apply to deactivations based on objective metrics such as minimum ratings or Completion Rate thresholds. We look forward to sharing more details about the review board and the results of our pilot in the months ahead.