Trust and Safety Overview

 Working to make our community safer

With more than 160,000 Postmates, 250,000 restaurants and merchants, and tens of millions of deliveries made, on-demand delivery is growing fast and we are constantly breaking new ground. We’ve transformed commerce at the local level, and with that comes a responsibility to help build not just a logistics network that is as reliable as gravity – but one that our customers can trust.

We created Postmates to make your life easier, happier and better. Our goal is that you always feel safe and comfortable when engaging with our product. Nothing is more important to us.   

 

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Background Checks

In addition to our internal review procedures, every Postmate is screened before they’re permitted to deliver on our platform, through professional third-party criminal and DMV background checks. The criminal background check includes national and county-level databases and records. Among other things, Postmates denies access to our platform for violent crimes, felonies, sexual offenses, or drug-related convictions that appear on a background check.

 

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Zero Tolerance Policy

Postmates immediately denies access to anyone who abuses drugs or alcohol while performing services on the platform.  If you ever feel unsafe dial 9-1-1 and notify law enforcement. After doing that, get in touch with us through the Contact Support tab in the app and selecting “report an accident or safety incident”. When you request a phone call from our Trust & Safety team, you’ll immediately get an ETA that lets you know when we’ll be in touch.

 

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Secure Platform

All payment transactions, including tipping, are processed automatically on your payment card through the Postmates app. This means you will never need cash on-hand.

The mobile numbers shared between our customers and Postmates are masked so that real phone numbers are never exposed. In addition, when a Postmate attempts to contact the customer on a live delivery or vice versa, we will send both parties an initial system text informing them that they are now connected and that phone numbers are kept anonymous. We will also include a disclaimer letting everybody know that Postmates will never attempt to ask for emails and passwords over phone or text.

For every delivery, customers and merchants will receive details about the Postmate, including photo identification and vehicle details ahead of receiving their delivery, so you know who to expect every time. Once a delivery is complete, the Postmate no longer has customer contact information and the delivery address isn’t available to them any longer.

We will always work with law enforcement to share information that both protects the privacy of our community but also helps local authorities investigate any incident.

  

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Insurance

For accidents involving other people, Postmates maintains a $1M third party supplemental insurance policy that covers members of the Fleet from acceptance of a delivery opportunity until its completion. While this policy is supplemental to their personal insurance coverage, it demonstrates our commitment to maintaining a safe and reliable online marketplace and mobile platform.

In addition, starting October 1, 2019, every Postmate will be covered by occupational accident insurance during every delivery from acceptance to completion. This policy provides benefits, including for medical expenses, disability, loss of life, and survivor payments for covered injuries directly caused by an accident that occurs while they're on an active delivery.  

  

We’re here if you need us


Our Trust & Safety team is here to look out for our community members. We work around the clock to provide you with support. If you have any concerns, contact  us.                                            

 

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