Terms & Conditions

1. Driver Conduct & Professionalism

As a JiT driver you represent our brand at all times. You must conduct yourself in a professional, polite, and courteous manner with customers, store staff, and members of the public.

• You must never be loud, aggressive, or confrontational at any time during a delivery or collection.
• You must be respectful and patient with all customers and store colleagues at all times.
• You must remove your helmet before entering any store or collection point — no exceptions.
• When collecting orders from a store, conduct yourself as a regular customer. Proceed directly to the click and collect area without drawing unnecessary attention.
• Upon arriving at the store, a store colleague must scan your driver barcode. They will locate your order. You must then scan the barcode on the item to confirm it before leaving. You may only leave once the item is approved and confirmed in the app.
• You must maintain a tidy, presentable appearance at all times while on duty.

2. Delivery Procedures

• Upon arrival at the customer's address, ring the doorbell or knock clearly and wait a reasonable amount of time.
• If the customer does not answer the door, attempt to contact them by phone. You must make a minimum of 3 phone call attempts before taking further action.
• If the customer does not answer after ringing and 3 phone calls, you must return the item to the store it was collected from.
• Under no circumstances may any item be left behind bins, in bushes, on windowsills, with neighbours, or anywhere other than directly at the customer's front door.
• If the customer's door is not opened and visible on your delivery video, the item must be returned to the store.
• All delivery videos must clearly show: the sealed JiT bag, the address, the customer opening the door, and the handover.

3. Video & Fraud Policy

• Pickup videos must show the sealed JiT bag, the store barcode scan, and all confirmation steps completed.
• Delivery videos must show all angles of the sealed bag, the item at the door, the customer opening the door, and the handover.
• If a fraud case or missing item complaint is raised and your video does not meet the required standard — or is missing — you will be held liable for the value of the missing item.
• The cost of the item will be deducted from your weekly pay at a rate of 50% of the item's value per week until the full amount is recovered.
• JiT reserves the right to suspend your account pending investigation in any fraud case.

4. Undelivered & Returned Items

• You must return undelivered items to the original store they were collected from.
• Items not returned to the store will be treated as lost and the full value may be deducted from your pay.
• Deductions for unreturned items will be taken at 50% of the item's value per week until the balance is cleared.
• You must document the return in the app and obtain confirmation from the store upon return.

5. Ratings & Performance

• All drivers are rated by customers after each delivery. Your rating is visible to you in the app at all times.
• Drivers who maintain a rating of 97% or above over a calendar month are eligible for a monthly performance bonus.
• High-performing drivers (97%+) receive priority access to available jobs.
• Drivers with consistently low ratings may have their access to jobs reduced or their account reviewed.

6. Pay & Deductions

• All JiT drivers are paid on a weekly basis, directly to their registered bank account.
• Deductions may be applied for unreturned items, lost items where video evidence is insufficient, or fraud cases where you are found liable.
• Deductions will not exceed 50% of the item's value per week and will continue weekly until the full balance is recovered.
• You will always be notified of any deduction before it is applied.
• As a self-employed driver, you are responsible for declaring your earnings to HMRC and managing your own tax obligations.

7. Safety & Legal Compliance

• You must hold a valid driving licence appropriate for your vehicle type at all times.
• Your vehicle must be insured for delivery use at all times while on the JiT platform.
• You must wear appropriate safety equipment including a helmet when riding a motorcycle.
• You must never use your phone while driving.
• JiT accepts no liability for accidents, injuries, or incidents that occur while you are on duty. You operate as a self-employed contractor.
• Any incidents must be reported to JiT support immediately at support@jitapp.co.uk.

8. Account & Platform Rules

• You may only operate one driver account. Multiple accounts will result in permanent ban.
• You must not share your login credentials with anyone.
• You must keep your profile information, vehicle details, and documents up to date at all times.
• JiT reserves the right to suspend or terminate your account at any time for breach of these Terms.
• Any attempt to manipulate ratings, earnings, or the platform will result in immediate and permanent removal.

9. Governing Law

These Terms are governed by the laws of England and Wales.

10. Contact

For any questions, contact us at support@jitapp.co.uk.

1. Merchant Responsibilities

• All items listed must be available for purchase and collection at the time an order is placed.
• You must ensure items are properly packed and ready for collection within the time window specified in the app.
• You are responsible for the quality and accuracy of all items dispatched.
• Any item that is out of stock, damaged, or unavailable must be flagged immediately through the app so the customer can be notified and refunded promptly.

2. Order Acceptance & Packing

• Orders must be packed within the time window shown in the app.
• All packing videos must be recorded as required — item check and seal videos are mandatory for every order.
• Items must be placed in sealed JiT bags with the correct barcode label attached.
• You must verify driver identity by scanning the driver barcode before handing over any order.
• Failure to pack orders on time or record required videos may result in your account being reviewed.

3. Refunds & Cancellations

• If an item is unavailable or out of stock, you must flag it in the app immediately. The customer will be refunded automatically.
• If you cancel an order, a full refund is issued to the customer. Repeated unnecessary cancellations may result in account suspension.
• Refunds for damaged or incorrect items are processed by JiT. If the fault lies with the merchant, the refund amount may be deducted from your merchant payout.

4. Commission & Payouts

• The standard JiT commission rate applies to all orders processed through the platform. Your current rate is displayed in your merchant dashboard.
• Payouts are processed on a weekly basis and transferred directly to your registered bank account.
• JiT reserves the right to adjust commission rates with reasonable notice.
• Any deductions for refunds attributed to merchant error will be clearly itemised in your payout statement.
• As a merchant you are responsible for your own tax obligations on income received through the platform.

5. Brand & Conduct

• You must ensure store staff are briefed on JiT collection procedures and treat JiT drivers courteously.
• You must not disparage or misrepresent JiT services to customers or staff.
• Any disputes between your store and a JiT customer must be escalated through the JiT support channel.

6. Account & Platform Rules

• You may only operate one merchant account per registered business entity.
• Login credentials must not be shared with unauthorised staff.
• JiT reserves the right to suspend or terminate your merchant account at any time for breach of these Terms.
• These Terms may be updated periodically. Continued use of the platform constitutes acceptance of the most recent Terms.

7. Contact

For any questions, contact us at support@jitapp.co.uk.