COMMUNITY GUIDELINES

Last Updated: March 2019

We want The DiningClub to be enjoyable and safe for everyone. These ground rules are designed to ensure that both Chefs and Foodies have a five star experience when using the app.

Please take a moment to read them. Because whether you’re a Foodie who wants to enjoy a memorable experience a or a chef willing to deliver one, your behaviour matters.

Respect each other

Treat your fellow chefs and foodies as you would like to be treated yourself: with respect. Always be on time because nobody likes to wait. It’s common courtesy not to shout, swear or keep any other behaviour considered socially unacceptable. Use your common sense. Tidy up after yourself, be respectful and remember that when you use The DiningClub you will meet people who may look different or think differently from you. Please respect those differences. We want everyone to feel welcome when they use The DiningClub.

Respect personal space & privacy

 We all value our personal space and privacy. You are welcome to chat with the chef during meal preparation, during or post meal, but please don’t comment on someone’s appearance or ask whether they are single. During dinner, with the drinks flowing, things might get a little ‘relaxed’.

If you’re a Foodie, please do not touch or flirt with the chef.

If you’re a chef, you’re not allowed to drink on the workplace and please don’t touch or flirt with any of the guests.

We have a strict no sex rule – no sexual conduct between chefs and foodies.

 Safety first

Everyone wants to enjoy the experience in all safety. Of course, chefs have a particular responsibility when it comes to safety: that means not only taking care of their own safety but also that of guests, so please make sure you take all measures to comply with health and safety measures.

Cleanliness standards

Please make sure you keep cleanliness standards at all times. As a chef, you need to take pride in your appearances, so make sure that you are clean and look clean and well presented. We must ensure food safety to all our clients and we expect all chefs to take personal responsibility for hygiene and cleanliness.

We expect chefs to hold an up-to-date food hygiene certificate available on request.

As a foodie, please make sure the kitchen and all utensils, pods and pans are tidy and clean when the chef turns up, to allow them to deliver the best possible service.

 Children must be supervised

Children are welcome to join the party, of course. However the kitchen environment could be dangerous and parents need to take maximum care when the chef is around, in order to guarantee safety of themselves, their children and of the chef, to enable the chef to deliver the best possible service.

Feedback makes us all better

Whether you are a chef or foodie, please rate your experience at the end of the meal. Honest feedback helps ensure that everyone is accountable for their behaviour and for the service offered. This accountability creates a respectful, safe environment for both chefs and foodies. And if any issue arises during the meal, make sure to report it by tapping ‘More’ and reach out via Customer Care in the app so that our customer support team can follow up.

Don’t drink at the place of work

As a chef, we expect highest service standards. Therefore, even if offered a drink during the service, please avoid drinking at the place of work.

The guidelines below help explain some of the specific kinds of behaviour that may cause you to lose access to The DiningClub as a Foodie or Chef.

WHY Foodies CAN LOSE ACCESS TO The DiningClub

This policy helps explain the kinds of behaviour that may lead Foodies to lose access to The DiningClub app. Please remember that you are responsible for the behaviour of all your party during the occasion, as the booking was made on your account.

Ensuring a respectful, safe environment for all chefs and foodies

The way you behave while using The DiningClub can have a big impact on the comfort of chefs. Courtesy matters. That’s why you are expected to exercise good judgment and behave respectfully towards other people whilst they’re on service with The DiningClub — just as you would in any public place.

Here are some reasons why you could lose access to The DiningClub as a foodie:

  • Physical contact with the chef. As our community guidelines make clear, you shouldn’t touch or flirt with the chefs. As a reminder, The DiningClub has a no sex rule.
  • Use of inappropriate and abusive language or gestures. For example, asking overly personal questions, using verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful.
  • Unwanted contact with the chef after the trip is over. For example, texting, calling, or visiting someone in person after a booking has been completed. In fact, we advise against the exchange of any personal contact details, especially mobile phone numbers, either during the booking process, or during the occasion. We recommend all communication be kept within the app/messaging feature.
  • Breaking the local law while using The DiningClub. For example, committing a crime whilst using The DiningClub, including but not limited to drugs.

If we are made aware of any of the problematic behaviour described above, we may contact you so we can investigate them. Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to The DiningClub app. Any behaviour involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using The DiningClub, will result in the immediate loss of access to your account. Additionally, when law enforcement is involved, we may involve the local authorities for further investigation.

 

Terms of Use

As a Chef, you agree to our Chef’s T&Cs when you sign up for your account. We may take action against you for violating these terms, including permanently closing your account, for example the failure to maintain accurate, complete, and up-to-date account information.

Discrimination

The DiningClub has a zero tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have discriminated against chefs based on their race, colour, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.

Fraud or Illegitimate Behaviour

Fraudulent or illegitimate behaviour undermines the trust on which The DiningClub is built. We may deactivate any account(s) associated with this type of activity, including: abusing promotions; collusion between chefs and foodies; disputing bookings for fraudulent or illegitimate reasons; or duplicate accounts.

WHY CHEFS CAN LOSE ACCESS TO The DiningClub:

If you are a chef, and your account is temporarily blocked or deactivated, it limits your ability to earn income. That’s why we believe it is important to have clear policies that explain the circumstances in which you may be denied access.

There will always be unforeseen events that may ultimately lead to you losing access to your chef account — and we’ll update this policy regularly — but the following are sufficient cause for us to take action: quality; safety; fraud; and discrimination.

Quality

Foodies who use The Dining Club expect their chefs to deliver the highest standards of service, be punctual, accurate, clean, courteous and professional. The higher the quality of the service, the more foodies want to book, which in turn means more opportunities for chefs to earn money. Poor service has the opposite effect over time. There are several ways we measure chef’s quality, with the most important being Star Ratings and Cancellation Rate.

Star Ratings

After every booking, chefs and foodies are able to rate each other on a scale of one to five stars, as well as give feedback on how the meal went. This two-way system holds everyone accountable for their behaviour. Accountability helps create a respectful, safe environment for both chefs and foodies. Chefs can see their current rating in their Profile tab of the app.

How is my rating as a Chef calculated? Your rating is based on an average of the number of post-booking stars foodies gave you (from 1 to 5 stars), on the total number of rated bookings you’ve attended.

The easiest way to keep your average rating high is to provide good service on every booking.

There is a minimum average rating. We will alert you over time if your rating is approaching this limit, and you’ll also get information about quality improvement courses that may help you improve. However, if your average rating still falls below the minimum after multiple notifications, you will lose access to your account. We may allow you to regain access to your account if you can provide proof that you completed one of these quality improvement courses.

Cancellation Rate

 A Chef cancellation is when you accept a booking request and then cancel it, be it either via instant booking or via acceptance. Cancellations create a poor customer experience and negatively affect other chefs and ultimately The DiningClub’s reputation. We understand that there may be times when something comes up and you have to cancel an accepted booking. But minimising cancellations is critical for the reliability of the system and Chefs’ reputation.

Acceptance of Bookings

High acceptance bookings are critical part of a reliable, high-quality service, but not accepting booking requests does not lead to permanent loss of your account.

Accepting booking requests helps maximize earnings for chefs and keeps the system’s reputation high and helps it running smoothly. We know that sometimes things come up that prevent you from accepting some booking request, or you may want to take a break from the app. But not accepting booking requests causes delays and degrades the reliability of the system. If you don’t want to accept bookings, just remove your availability from your calendar.

If you consistently decline booking requests, we will assume you do not want to accept more bookings and your account may be deactivated.

Inactivity

We understand that from time to time you might want to take a break, however we encourage you to stay active on the platform. Accounts that haven’t been used for more than 6 months, will be temporarily deactivated. You will have to get back in touch with us when you’re ready to ask for re-activation of your account.

Damaging foodie’s property or stealing

For example, damaging the property in its integrity or parts, smoking, stealing items from the property is severely prohibited.

Safety

The DiningClub wants all its users (chefs and foodies) to be safe at all times. This is why we have a robust system of pre-screenings of all chefs. We also have a dedicated incident response team to investigate safety incidents.

Actions that threaten the safety of foodies will be investigated and, if confirmed, lead to permanent deactivation of your account. For example:

  • Physical contact with foodies. As our community guidelines make clear, you shouldn’t touch or flirt with Foodies. As a reminder, The DiningClub has a strict no sex rule.
  • Use of inappropriate and abusive language or gestures. For example, asking overly personal questions, using verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful.
  • Unwanted contact with foodies after the service is over. For example, texting, calling, or visiting someone in person after a booking’s been completed.
  • Breaking the local law while using The DiningClub. For example, using The DiningClub to commit a crime, including drugs.
  • Health & Safety. The DiningClub expects chefs using the app to respect health and safety measures at all times.

Zero Tolerance for Drugs and Alcohol

The DiningClub does not tolerate the use of drugs or alcohol by chefs during or immediately before service.

We may deactivate the account of any chef who receives several unconfirmed complaints for drug or alcohol use.

Compliance with the Law

We expect all chefs using the The DiningClub app to act in compliance with all relevant state, federal and local laws, health and safety and hygiene rules of the country they reside at all times.

Background Checks

We may ask for chefs to undergo random background checks, to ensure safety and compliance with our criteria. We will permanently deactivate a chef’s account if a background check uncovers any criteria required by local regulators.

Unacceptable Activities

To maintain the transparency and safety of meal experience for all users, activities (such as soliciting payments outside the The DiningClub’s system) conducted outside of The DiningClub’s system are prohibited.

Fraud

Fraudulent activity undermines the trust on which The DiningClub is built. That’s why we are constantly on the lookout for fraud by chefs and foodies trying to deceive our systems.

We will deactivate any account or accounts associated with fraudulent activity, which may include: accepting bookings without the intention to complete, including asking foodies to cancel; creating dummy chef’s or foodie’s accounts for fraudulent purposes; claiming fraudulent fees or charges; and intentionally accepting or completing fraudulent or falsified bookings.

Accurate Personal Information

The DiningClub app is designed to give foodies identifying information about chefs and their experience, like their name, profile picture, short bio, cuisine(s) they are able to cook, food pictures etc. Inaccurate or outdated information creates confusion amongst foodies and can only diminish their experience with The DiningClub.

We will deactivate your account for activities such as: providing The DiningClub with inaccurate information or allowing someone else to use your account on your behalf.

Discrimination

The DiningClub has a zero tolerance policy towards discrimination of any kind. It is unacceptable to refuse to provide services based on characteristics like a person’s race, color, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant federal, state, or local law. Actions like these may result in permanent deactivation of your account.

Getting Your Profile Back on the App After Deactivation

If your account has been deactivated for quality reasons like low star ratings, you may have the opportunity to get it back if you provide proof that you’ve successfully taken a quality improvement course offered by third party experts, training courses etc. Check with your The DiningClub team to find out more.

For any other reasons, we will always give you the opportunity to appeal a decision, however The DiningClub reserves the right to have the final decision on the resolution of each case.

 

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