Transparency in internal procedures
In line with the commitments made by delivery platforms on April 20, 2023, as part of the agreement outlining the terms for terminating business relations between independent workers and service platforms, this page provides the following information:
- The general principles that can lead to the suspension or termination of contractual relations between Uber Eats and an independent courier (hereinafter referred to as "deactivation"), initiated by Uber Eats.
- The procedures established by Uber Eats to allow couriers to present their remarks in the event of deactivation and, if necessary, to appeal.
- Links to the websites of each of the representative worker organizations in the sector, as listed in Article L. 7343-4 of the Labor Code.
If you lose access to your account
If you experience difficulties going online, please check your inbox and the explanations below to better understand the reason. You can also contact Uber support if needed.
Our case review processes
Human verification
Whenever there are factors that could lead to the deactivation of a courier's account, a human review is always conducted before any action is taken.
Advance notice
In the event of deactivation, we inform the courier of the reasons that led to this decision and the steps to follow if they wish to appeal this decision.
Document issues
Deliveries can only be carried out by a courier who has submitted genuine, valid, and up-to-date documents in accordance with current regulations.
One of the reasons for losing access to a courier account is the submission of non-compliant documents, such as falsified, expired, or invalid documents. To use the app, the courier must provide all required documents that are currently valid.
If a courier hasn't provided information about their company in the INSEE directory, for instance, they are prompted to upload a new KBIS every 90 days.
Additionally, any courier who has generated over €5,000 in revenue on the app since registration is asked to upload a "URSSAF vigilance certificate" every six months, confirming they are up-to-date with their social security contributions.
Our teams are also trained to detect falsified documents. Presenting fraudulent documents results in the immediate and permanent deactivation of the fraudulent account.
In the event of deactivation due to a document rejected for fraud, consult the "required actions" section of the app to appeal the decision and provide additional information.
If a document is genuine but rejected because it doesn't meet validity requirements, submitting a compliant document is enough to get back online.
Safety issues
The safety of all users – couriers, restaurants, merchants, and customers – is a top priority. We have procedures in place to prevent any of these parties from engaging in behaviors that could jeopardize everyone's safety on the app.
Several levels of incident severity have been identified:
- Severe incidents
Thankfully rare, these incidents, reported by customers, restaurants, couriers, or third parties such as law enforcement, can include:
- Physical assaults;
- Threats of violence;
- Sexual violence;
- Serious road accidents;
- Thefts;
- Consumption of illegal substances.
When these incidents occur, they are investigated by a specialized team that gathers testimonies from all involved parties, analyzes available data, and reviews the backgrounds of the customer, restaurant, merchant, and courier to make the most fair and informed decision possible.
Depending on the investigation's results, we might permanently deactivate the account of the customer, restaurateur, merchant, or courier. In some instances, accounts may be temporarily suspended during the investigation.
No appeal procedure is provided in cases of deactivation related to a severe incident.
- Other safety-related incidents
These may involve situations like:
- Verbal altercations;
- Inappropriate behavior (hate speech, discrimination, etc.).
Our teams assess all facts and interactions between the courier, customer, and restaurant/merchant. Decisions are made based on the number of reported incidents for the same user, their frequency, and severity. In certain cases, after a thorough investigation, we might also permanently deactivate the account of the courier, customer, or restaurant/merchant.
No appeal procedure is provided in cases of deactivation related to a safety incident. However, the courier is encouraged to share their observations during our communication efforts.
Fraud issues
- Duplicate accounts
An independent courier can only have one account on the Uber Eats app. If a courier encounters issues accessing their original account, they should contact the support service instead of creating a new account.
Creating a second account is considered an attempt at fraud and can result in the deactivation of the main account and all its duplicates.
Please refer to the link provided in the deactivation email to appeal the decision and provide additional information.
- Account sharing
For safety reasons and to comply with current regulations, it's crucial that the courier making deliveries is indeed the one registered on the platform.
Real-time identity verification
Since 2019, we've implemented a real-time verification system to confirm the identity of the courier by comparing the photo on the account with a selfie taken at the time of request.
If there's a mismatch between the account photo and the selfie, the courier's account may be deactivated.
Please check the "required actions" section of the app to appeal the decision within 120 days and provide additional information.
Indicators of account sharing
We can also detect account sharing from other signals. If these signals are noticed, the courier will be informed, and if they continue, the courier account might be deactivated.
Please refer to the link in the deactivation email to appeal the decision and provide additional information.
- Repeated non-delivery to customers
Restaurants, merchants, and customers primarily choose the Uber Eats app for its reliability and secure service.
Thus, an order marked as completed in the app but not delivered to the customer is considered fraud. An independent courier with a significant number of orders marked as delivered but not handed over to customers may permanently lose access to their account.
Each customer report initiates a thorough investigation by a specialized team to avoid unjustly penalizing a courier who might be a victim of malicious reports.
Please check the "required actions" section of the app to appeal the decision within 120 days and provide additional information.
- Customer account deactivation
When an Uber or Uber Eats customer account is deactivated due to fraud, it may also impact that same individual's courier account.
Safety and adherence to rules are paramount for Uber Eats. We take all necessary measures to ensure a safe and pleasant experience for all our users, couriers, and restaurant/merchant partners. If you have questions or concerns about your courier account, please don't hesitate to contact our support team.
Recognized representative worker organizations in the delivery dector
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