Community Guidelines

Catera drivers represent our platform to restaurants, customers, and the public. Professional conduct is the foundation of our community:

• Arrive on time for all pickups and deliveries
• Dress neatly and appropriately (Catera-branded apparel is encouraged but not required)
• Keep your vehicle clean and presentable
• Communicate clearly and courteously with restaurant staff, customers, and support
• Represent Catera positively in all interactions — you are the face of our service

Your conduct on every delivery shapes the reputation of every driver on the platform.

Delivering to customers requires professionalism and care:

• Greet customers warmly and confirm their name or company before handing off orders
• For "leave at door" deliveries: place the order carefully, take a clear proof photo, and mark delivered
• Handle customer questions politely — if you can't answer, direct them to Catera support
• Never argue with customers about order contents, timing, or pricing — escalate issues via the app
• Respect customer privacy: never share customer addresses, names, or order details outside the platform
• Do not contact customers after a delivery is complete unless through official Catera support channels

Restaurants trust us with their catering orders. Your interaction with restaurant staff matters:

• Identify yourself as "Catera driver for [order name/number]" when arriving
• Be patient if the order is still being finalized — restaurants are managing complex catering prep
• Check order completeness to the extent visible (number of containers, drinks, setup items)
• Report any visible issues (damaged packaging, missing items) before leaving the restaurant
• Thank the restaurant staff — they are our partners in every delivery
• Never be rude, demanding, or aggressive with restaurant staff under any circumstances

Catera delivers food, and food safety cannot be compromised:

• Always use clean thermal catering bags for all food transport
• Keep hot and cold items separated using appropriate bag compartments
• Never place food on the floor of your vehicle, even temporarily
• Keep your catering bags clean — wipe them down regularly with food-safe cleaners
• Do not smoke in your vehicle while transporting orders
• Keep pets separated from food during transport
• Report any food safety concerns (spills, damaged packaging, temperature issues) immediately through the app
• Hands should be clean when handling food containers

Clear, honest photos protect you and the platform:

Delivery Proof Photos:

• Must clearly show the delivered order at the drop-off location
• Should include context (door, building number, reception desk) where possible
• Must be timestamped at the time of delivery
• Blurry, dark, or misleading photos will be flagged and may be rejected

Equipment Photos:

• Must show your actual equipment in good condition
• Photos will be verified by our AI system for authenticity
• Submitting photos of other drivers' equipment or stock photos is prohibited

Quality equipment is essential for catering delivery:

• Minimum Standard: At least one commercial-grade thermal catering bag
• Expected for Large Orders: Multiple bags, hand cart/dolly, hot/cold separation
• Tier Requirements: Higher tiers require verified equipment — this unlocks better orders
• Equipment Bonus: Drivers with verified premium equipment may qualify for gear bonuses
• Maintenance: Equipment should be clean, functional, and replaced when worn

Drivers who need equipment can purchase through Catera's gear program or provide their own meeting our standards.

Catera has zero tolerance for harassment of any kind. This includes:

• Harassment based on race, gender, sexual orientation, religion, disability, or any protected characteristic
• Unwanted physical contact or advances toward customers, restaurant staff, or other drivers
• Verbal abuse, threats, or intimidation
• Stalking or unwanted contact with customers after delivery completion
• Discriminatory refusal of orders based on delivery location or customer identity

Violations of this policy result in immediate investigation and may lead to permanent account termination on the first offense.

Honesty is non-negotiable on the Catera platform:

• Never falsify delivery completion — marking an order delivered that was not actually delivered is fraud
• Do not manipulate GPS or use location spoofing
• Photos submitted for verification must be genuine and taken by you
• Do not share your account or allow others to drive under your identity
• Report any technical bugs or loopholes rather than exploiting them
• Earnings and tips must be earned legitimately — attempting to game the system is theft

Suspected fraud is investigated thoroughly. Confirmed fraud results in immediate permanent termination and may be reported to law enforcement.

When issues arise, follow the escalation path:

1. In-App Resolution: Use the app's built-in tools to report issues (wrong address, customer unavailable, etc.)
2. Support Chat: For issues you can't resolve in-app, use the live support chat
3. Support Ticket: For detailed issues requiring investigation, submit a support ticket with photos and notes
4. Emergency: For safety emergencies, call 911 first, then notify Catera support

Do not attempt to resolve disputes with customers or restaurants on your own — use the official channels.

Catera is built for everyone. Our community includes drivers from all backgrounds, delivering to customers of all backgrounds:

• Treat every person you interact with — customer, restaurant worker, fellow driver — with equal respect
• Respect cultural and dietary practices — never comment on or judge what customers order
• Use inclusive language and avoid assumptions about anyone's identity
• If you encounter discrimination as a driver, report it — we will advocate for you
• We actively work to build a driver community that reflects the diversity of the cities we serve

Everyone in the Catera community shares responsibility for maintaining our standards. If you witness or experience a violation of these guidelines:

• Submit a Report: Use the in-app support system to file a detailed report. Include what happened, when, where, and who was involved
• Provide Evidence: Photos, screenshots, or timestamps strengthen every report and allow for faster resolution
• Confidentiality: Reports are handled confidentially. Your identity is not shared with the subject of the report unless required for investigation
• Good Faith: Report in good faith. False reports made with malicious intent are themselves a violation of these guidelines and may result in action against the reporter
• No Retaliation: Retaliating against someone who submitted a report — in good faith — is prohibited and treated as a separate violation

Reports are reviewed by our Safety & Community team, typically within 24 hours. Urgent safety concerns are escalated immediately.

We believe in fair process. If you believe a decision against your account was made in error, you have the right to appeal:

1. Submit Appeal: Contact support within 14 days of the decision with "Decision Appeal" in the subject line. Include your account email and a clear explanation of why you believe the decision was incorrect
2. Provide Context: Any additional evidence, photos, or documentation that supports your appeal should be included
3. Review: An appeals reviewer who was not involved in the original decision will review your case. We aim to complete appeals reviews within 7 business days
4. Decision: You will receive a written decision explaining the outcome. Appeal decisions are final

No Retroactive Penalties: While an appeal is under review, your account status remains as it was at the time of the original decision. We do not apply additional penalties during the appeal period.

Note: Zero Tolerance violations (violence, harassment, fraud, theft) are not eligible for appeal, except in cases of demonstrable factual error (e.g., a delivery photo was incorrectly attributed to you).

As a Catera driver, what you post publicly reflects on the entire driver community:

• Platform Representation: When posting about your Catera experience on social media, identify yourself honestly — do not impersonate Catera staff or claim to speak on behalf of the company
• Customer Confidentiality: Never post photos, videos, or identifying information about customers, orders, or delivery locations on social media
• Constructive Feedback: We welcome honest feedback. Public criticism should be factual and constructive, not defamatory
• No Incitement: Do not use social media to encourage others to violate Catera policies, manipulate the platform, or harm the community
• Catera Brand Use: Do not create accounts, pages, or groups that could be mistaken for official Catera channels. Do not use the Catera logo without permission

These standards apply to all public platforms — social media, forums, review sites, messaging groups, and any other public-facing digital space.

The Catera platform relies on accurate data from every driver. Protecting that integrity is everyone's responsibility:

• Accurate Status Updates: Always update your delivery status honestly and in real-time. Marking pickup before you've actually picked up, or delivery before you've arrived, misleads customers and restaurants
• Genuine GPS Data: Your live GPS data powers our dispatch system. GPS spoofing, mock locations, or any manipulation of location data is fraud
• Honest Reporting: When reporting issues (restaurant closed, customer unavailable, damaged order), provide truthful descriptions and supporting evidence
• No Collusion: Do not coordinate with other drivers to manipulate the dispatch system, cherry-pick orders unfairly, or create artificial demand patterns
• Photo Authenticity: Every photo you submit — verification, delivery, or equipment — must be a genuine photo taken by you at the time and place claimed

Platform integrity violations undermine trust across the entire Catera ecosystem — drivers, customers, restaurants, and partners. These violations are treated with the highest severity.

You are not in competition with other Catera drivers — you are members of the same professional community:

• At Pickup Locations: Be courteous if another Catera driver is also picking up. Coordinate with restaurant staff — don't crowd or rush
• On the Road: Drive safely and respectfully around other delivery vehicles. Aggressive driving reflects poorly on all of us
• In Driver Communities: Treat other drivers with respect in any group chats, forums, or meetups where Catera drivers gather
• Sharing Knowledge: Experienced drivers helping newer drivers benefits everyone. Share tips about efficient routes, restaurant preferences, and equipment recommendations
• No Poaching: Do not solicit Catera customers or restaurants for private delivery arrangements outside the platform

A strong driver community lifts every member. Your reputation among fellow drivers is as important as your customer rating.

The following violations result in immediate permanent termination, without warning:

• Violence or threats of violence
• Harassment of any kind
• Fraud (fake deliveries, GPS spoofing, identity fraud)
• Theft (of food, customer property, or restaurant property)
• Driving under the influence of alcohol or drugs
• Possession of weapons while on delivery
• Sharing customer personal information outside the platform
• Any criminal activity while using the platform

These violations may also be reported to law enforcement. There is no appeal process for zero tolerance violations.