Community guidelines
Version: 0.91 - Update 6/17/24
Guidelines for all of us
Everyone who signs up for a Fetch account, whether that is a Resident, Employee or Delivery Partner, is required to follow Fetch’s Community Guidelines. They reflect the standards detailed below that we believe here at Fetch.
Safety first and Follow the law
We want all Delivery Partners and Residents to remain safe while making and receiving their deliveries. That is why we outline all of our delivery guidelines in this document and why it is important for all Delivery Partners to read, understand and adhere to all local laws, Fetch guidelines, and property specific rules and regulations.
People taking care of people
Fetch believes that all great companies start with great people. We strive to create positive experiences for both our residents, employees, and delivery partners. These guidelines will provide the basis for these experiences and must be adhered to at all times.
Cultivate Fans
We enjoy exceeding the expectations of our customers, the delivery partners, and ourselves. We take the role we play in people's lives seriously and know that they trust us to act responsibly and authentically. If our customers and delivery partner’s aren’t advocating for our people and our service, then we’re not performing at the level we should be.
Follow the law
We’re committed to following all applicable laws and earning your trust, and we expect everyone who delivers with Fetch to do their part and adhere to all laws and regulations, as well as all property specific rules and regulations.
Feedback is important to us
While not mandatory, Delivery Partners are encouraged to give feedback through the Fetch Driver Support team and through the Fetch App. Fetch will also seek continuous feedback in the form of surveys, forms and interviews.
Treat everyone with respect
Physical contact
Delivery Partners will not be subject to unwelcome or unwanted physical contact of any kind nor should they subject anyone else or any unwanted physical contact of any kind.
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)
Threatening and rude behavior
Aggressive, confrontational, or harassing behavior is not allowed. Don’t use language, make gestures, or take actions that could be disrespectful, discriminatory, threatening, or inappropriate. The following list provides examples of threatening or rude behavior, but is not limited to:
- Do not share graphic images or other harmful content (such as those that are sexually explicit or depict violence) with Fetch Delivery Partners or residents of Fetch communities; this includes unsolicited sharing of such images through any of Fetch’s online support systems
- Stay away from personal topics that can potentially be divisive, like religion and political beliefs
- Do not make verbal or physical threats of violence toward anybody
- Do not use derogatory or discriminatory language, such as racist or prejudiced comments or slurs, for any reason
- No images, videos or other content should be taken of a Fetch resident, Fetch employee, or delivery partner without their consent.
If you are the recipient of or witness to any threatening or rude behavior, you are strongly encouraged to report the situation to Fetch’s Driver Support team as a Delivery Partner or Fetch’s Customer Support team as a resident and we will address any report in accordance with our policies.
Post-Delivery contact
Contact with residents or delivery partners should end when the delivery is complete. 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 delivery has been completed. Do not share any contact information observed during delivery or personal information.
Discrimination
You should always feel safe and welcome. Fetch Package does not tolerate racist or discriminatory conduct and behavior towards residents, delivery partners, or Fetch employees. We encourage you to engage in all interactions with empathy, inclusivity, and intent to provide an anti-racist, anti-discriminatory space for everyone. Do not discriminate against someone or engage in a disparaging manner toward someone based on traits such as their race, ethnicity, skin color, age, disability, gender identity, marital status, pregnancy, national origin, religion, sex, sexual orientation, language, geographical location, or any other characteristic protected under relevant law.
The following list provides examples of discriminatory behavior but is not exhaustive.
- Refusing to provide services or accept services based on characteristics like a person’s race, ethnicity, skin color, age, disability, gender identity, marital status, national origin, religion, sex, sexual orientation, language, geographical location, or any other characteristic protected under relevant law.
- Discriminating on the basis of a delivery destination. 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 because it does not work for you. But intentionally refusing or canceling requests, or using features on the Fetch Platform to avoid receiving delivery routes, solely for the purpose of avoiding a particular neighborhood due to the characteristics of the people or businesses that are located in that area, is not allowed.
- Using discriminatory language, make discriminatory remarks, vilify, or ask questions about sensitive topics regarding national origin, race, ethnicity, or any other trait previously mentioned. Making racial comments or using slurs is never allowed.
If you are subject to discrimination or witness discriminatory behavior, you are strongly encouraged to report the incident to Fetch by contacting the appropriate support team in your app. Our support team can follow up and take the appropriate action. Please call 911 for immediate assistance if you feel like your safety is in danger. Fetch takes reports of discriminatory behavior very seriously. Any users found to have engaged in discriminatory behavior or used discriminatory language may lose access to the Fetch Platform.
Property damage
If you damage any property at a Fetch community or owned by a delivery partner, you are responsible for the cost of cleaning and repair fees, our team will notify you if there is any property damage that needs repair.
Help keep one another safe
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
Account sharing is prohibited. To deliver with Fetch, you need to apply, pass a background check and maintain an active account. Do not 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 any Platform used to deliver with Fetch. Delivery Partners must complete all parts of the delivery themselves - there are no exceptions to this rule. Allowing an unauthorized person to assist in your delivery is never allowed and will result in immediate deactivation and forfeiture of all wages earned from that route.
Age Requirement
You must be 18 years or older to deliver with Fetch.
Non-account Delivery partners / friends & family
When delivering with Fetch, no one other than the Delivery Partner should be in the vehicle. It is against Fetch policy to allow anyone to enter a Fetch community on your behalf or with you, while making deliveries.
Vehicle information
Delivery Partners must complete deliveries using only appropriate vehicles. To ensure that all packages make it to our residents safely and securely, we require a vehicle that is reliable and can safely transport packages, without risk of theft or damage, due to weather or any other reason.
Seat belts
Seat belt use can be the most effective way to save lives and reduce injuries related to vehicle crashes. Employees and Delivery Partners should always buckle up, no matter the distance or speed at which they need to travel. It’s the law.
Alert Driving
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 may review reports of crashes and potentially unsafe driving behavior.
Proper maintenance and upkeep
Pursuant to the terms of their agreement with Fetch, Delivery Partners are expected to keep their vehicles maintained and in good operating condition, including but not limited to brakes, seat belts, and tires. This means maintaining their vehicle according to industry safety and maintenance standards, and monitoring for and repairing any parts that are recalled by the vehicle manufacturer.
Public emergencies
Fetch may take additional measures to preserve the safety of our Delivery Partners and Residents during public emergencies, including but not limited to natural disasters, public health emergencies, and public crisis situations.
Use of recording devices to record video and/or audio
Residents and delivery partners may use recording devices, which can be used to record deliveries and provide evidence to Fetch, law enforcement, or insurance companies in the event that something goes wrong during a delivery. Please note the following:
- Delivery partners or residents during delivering may be concerned about how the video, their image, or conversations captured by the recording device will be used. In some locations, local laws and regulations require that an individual provide consent to being recorded. Please check your local laws to understand your responsibilities.
- Delivery partners may submit recordings to Fetch at their discretion. Fetch will review submitted footage and take action consistent with the Community Guidelines and platform terms of service.
- Sharing or streaming a person’s image or audio or video recording on social media or in other digital or physical public locations is a violation of our Community Guidelines and may prompt further investigation by our safety team and local law enforcement.
Additional guidelines for Fetch delivery partners and users
In addition to following all of Fetch’s Community Guidelines, users of the Fetch platform must follow the standards below that apply to Fetch deliveries.
Proper delivery of orders (information for delivery partners)
Delivery Partners should deliver orders in accordance with relevant safety standards. For example, they may not tamper with or open packaging during delivery. Delivery Partners also must provide a safe and secure place for packages to be held during transport and delivery.
Fetch Facility safety during pickup and drop-off
Fetch Facilities and their staff are expected to exercise good judgment and behavior around Delivery Partners and make them feel welcome, just as they would with their in-person customers. They should also provide a safe area for package pickups; for example, Fetch facilities should work to prevent violent incidents on their premises that might endanger Delivery Partner’s safety. Discriminatory remarks or behavior by any Delivery Partner or Fetch Employee is not tolerated.
Creating a positive experience for Delivery Partners and Fetch users
All communication between Delivery Partners and any Fetch Employee or Resident must remain professional and respectful. Any communication that creates a negative experience must be reported to Fetch and appropriate actions will be taken.
Follow the law
We have standards based on applicable laws and regulations that everyone must follow. For example, using the Fetch 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 is strictly prohibited.
Follow all laws
Delivery Partners are responsible for knowing and obeying all applicable laws and the rules of the road—including complying with traffic laws, signs, and signals—at all times while making deliveries.
All relevant licenses, permits, and any other legal documents required of drivers and delivery people must be kept up to date. For example, all drivers and delivery people using a vehicle are required by law to maintain a valid driver’s license, insurance, and vehicle registration. Local rules about parking may limit where Delivery Partners can park their vehicle. Drivers should refer to the Community Map provided For example, stopping in bike lanes or blocking accessibility ramps may violate the law.
Service animals and assistive devices
Delivery partners and residents using the Fetch app may not deny a delivery to or from an individual with a service animal or assistive devices (such as a wheelchair or crutches) because of the service animal or assistive devices. Applicable laws generally prohibit delivery partners and residents from denying service because of their service animals or assistive devices, and from otherwise discriminating against anyone with service animals or assistive devices. Knowingly refusing a delivery because of their service animal or assistive devices will result in losing access to the Fetch Platform. In the US there are no exceptions to this policy, even if an individual has documented allergies, religious objections, or a fear of animals.
Drugs and alcohol
Drug use and open containers of alcohol are never allowed while working with Fetch.
The law prohibits driving while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a vehicle. If you encounter a delivery partner who is too drunk or rowdy, please report them to Fetch’s Driver Support team and tell the facility manager right away.
Firearms ban
Delivery Partners are prohibited from carrying firearms while using the Fetch Platform, to the extent permitted by applicable law.
Fraud
Fraudulent behavior can weaken trust and can also be dangerous. We strive to keep our residents, delivery partners, and employees happy and healthy and therefore any fraudulent behavior, such as those listed below is considered unacceptable.
- Falsifying information during the application process
- Assuming the identity of someone else during deliveries or pick-up
- Intentionally delaying deliveries
- Delivering packages outside of the Fetch Delivery App
Visiting a community off-platform
To enhance the safety and experience for both our residents and our delivery partners, drivers are not allowed to enter any Fetch community unless performing an active delivery and having an active batch for that property.
Other unacceptable activities
Never display the Fetch logo or wear Fetch gear when not making an active delivery. Delivery partners should also return all Fetch-branded items to Fetch if they lose access to the platform. The use of unauthorized or third-party items—such as lights, placards, signs, or similar items bearing Fetch’s name or trademark—may confuse residents or other Fetch users.
Your feedback matters
Your feedback helps us improve the platform for all users. It’s critical that you provide your feedback to the correct teams so we can act swiftly. Please provide your feedback through the appropriate channels listed below:
- Fetch Driver Support in the driver application for delivery partners.
- Fetch Customer Support in the resident application for residents.
- Fetch Account Management for clients.
How Fetch enforces the guidelines
Losing access to the Fetch Delivery 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 it. If you violate any terms of your contractual agreement with Fetch, or any applicable terms or policies, including any one of these Community Guidelines or any additional policies and standards that are communicated by Fetch to you from time to time, you can lose access to all or part of the Fetch Delivery Platform. If you have more than one Fetch account, such as a resident account and a Delivery Partner account, violating the Community Guidelines could also lead you to lose access to all Fetch accounts. If you believe an error caused you to lose access to your account, you may contact the Fetch Driver Support team.
