Glovo is committed to upholding the highest ethical and professional standards consistent with our core values. Glovo impacts millions of people who have great experiences with the app every day. These positive interactions help define who we are. The relationship between Glovo and its customers, couriers and partners (hereinafter, the “User” or “Users” indistinctly) and their use of the Glovo app are subject to these Guidelines, which are an important component in the achievement of high performance in Glovo’s business.
Glovo is committed to helping its Users comply with these standards. For this purpose, Glovo publishes the Glovo Community Guidelines for All Users on its website.
At a glance, these Guidelines are built on the framework of Glovo’s core values: Gas, Good Vibes, Stay Humble, Care and Glownership. Our core values shape the culture and define the character of our company. They guide how we behave and make decisions as well as how we conduct our business with ethics and integrity. Each core value is supported by specific behaviours that we expect Glovo Users to also observe in their own businesses.
- Use of the App
Glovo Users are conscious of their impact on the community and strive to minimise their negative impact to preserve the functioning of the app.
- Laws
Glovo Users must comply with all applicable laws, regulations and standards. - Fair Use
- Glovo Users undertake to use the Glovo app in a fair way, without abusing it and/or making a profit from an unfair use thereof.
- User Interactions with Other Parties
Glovo Users mobilise the power of teaming across organisational and geographical boundaries to deliver/buy/sell consistently exceptional products and services. They understand and comply with the laws and regulations that apply to their business.
- Complying with Competition Rules
Glovo Users comply with fair competition rules wherever they do business. In particular, Glovo Users understand and comply with fair competition rules through the other Users and their use of the app.
Thus, Users do not engage in behaviour that can be considered unfair competition with other Users.
- Fair Use Undertaking
As mentioned above, Users undertake to make a fair use of the app. They therefore also undertake not to abuse its features, which would harm all Users in the Glovo Community.
Glovo Users understand that any action aimed at obtaining a benefit within the app that harms other Users by exploiting the app’s features constitutes abusive behaviour.
Notwithstanding this, here are some examples of abusive behaviour:
- Abusive booking and unbooking of hours
Glovo Users know that if they abuse the feature in the app that gives them the ability to freely choose their hours of use, they are harming other Users whose own use of the app will be affected.
- Abusive reassignments or cancellations
Glovo Users know that if they reassign or cancel orders abusively, they are affecting other Users’ experience of the app.
- Product prices
Glovo Users understand that, when they sell products, they must keep their prices up to date, and that not doing so causes harm to other Users.
- Missing products
Glovo Users know that they must stock all the products included in an order and that, if they are missing any, they must notify the other Users involved.
- Irregular products
Glovo Users know that selling, transporting or buying products that are irregular or illegal constitutes abusive behaviour, since Glovo is committed to not encouraging Glovo Users to engage in unlawful behaviour through the app, and Glovo warns Users that if any irregularities are being committed through their Identification Account, Glovo reserves the right to block and suspend the account and report the fact to the local authorities, which may impose legal sanctions.
- Consequences
Since Glovo is committed to its Users and wants all of them to have a great experience using the app, Glovo may take actions to ensure they comply with the Guidelines.
Thus, if Glovo or a User notices that another User is making an abusive use of the app or engaging in abusive behaviour, Glovo may disable the abusing User’s account.
The Parties are hereby informed that they may be rated by other Parties. The score system is primarily and essentially intended for use in a community environment when using the Glovo App. Glovo may decide to use the score system for the purposes of the platform. In order to keep the transparency of Glovo’s terms and conditions, Glovo will always publish the main parameters used for the ranking and the reasons for the relative importance of those main parameters as opposed to other parameters, as well as any changes regarding the score system. In the case of parties that use Glovo through Third-Party Logistics Services (“the Contractor”), they shall inform Couriers about the score system and related information.
- Contact
Any reports of unfair use must be made to Glovo. Please report your concerns to us in good faith by email.