Order Policy
FALCO DELIVERY is committed to providing a professional platform for order management, and the restaurant or store is a key partner in delivering a high-quality service. This policy explains partners' responsibilities and how orders, cancellations, refunds, and compensation are handled.
Part One: Order Management Policy
1. Receiving Orders
The restaurant or store receives orders through the FALCO STORE app, and must review and respond to them as soon as possible.
2. Accepting Orders
After accepting an order, the restaurant or store must:
- Prepare the order according to the approved details.
- Use sound, high-quality products.
- Adhere to the specified preparation time.
- Hand over the complete order to the rider.
- Update the order status within the app when needed.
3. Preparation Time
The restaurant or store must prepare orders within the time specified in the app, taking into account:
- Order size.
- Product availability.
- Workload.
- Any exceptional operational circumstances.
In the event of any delay, FALCO DELIVERY must be notified as soon as possible.
4. Handing Over the Order
Before handing the order to the rider, it must be verified that:
- The order matches its contents.
- The packaging is sound.
- All requested items are included.
- Containers are sealed securely to prevent damage during transport.
5. Inability to Fulfill an Order
If an order cannot be fulfilled due to:
- A product being out of stock.
- A malfunction or operational issue.
- An emergency closure of the business.
- Any reason preventing order fulfillment.
the platform must be notified immediately, and the order must not be cancelled unilaterally except according to approved procedures.
Part Two: Refund and Compensation Policy
1. Non-Matching Orders
If it is found that the order delivered to the customer does not match the order placed due to an error by the restaurant or store, appropriate action may be taken in accordance with FALCO DELIVERY's policies, including re-preparing the order or compensation after reviewing the case.
2. Damaged Products
The restaurant or store is responsible for any damage resulting from poor packaging or a product not meeting quality standards before it is handed to the rider. If the damage occurs during transport, the case is reviewed to determine the responsible party in accordance with platform policies.
3. Order Cancellation
If an order is cancelled by the customer or FALCO DELIVERY management, the restaurant or store must follow the official instructions within the app, and financial dues will be handled according to the approved cancellation policy.
4. Exceptional Cases
In the event of technical malfunctions, service interruptions, or force majeure circumstances affecting order fulfillment, the restaurant or store must contact the support team and follow the instructions issued by the platform.
5. Complaints and Investigation
FALCO DELIVERY may review any complaint submitted by customers or riders regarding product or service quality, and may request additional information or documents, and take appropriate action after reviewing the case.
Part Three: Restaurant/Store Responsibilities
The restaurant or store must:
- Maintain the quality of products and services.
- Adhere to the prices approved within the app.
- Continuously update the product list and availability status.
- Comply with applicable safety, health, and hygiene standards.
- Respect preparation and handover times.
- Cooperate with the support team and riders to ensure the best possible service.
- Uphold FALCO DELIVERY's reputation and provide a professional customer experience.
Contact Us
For any inquiries or to report an issue related to order management or the partnership, you can contact us via: