Pharma Go Community Guidelines

Pharma Go Community Guidelines 


We want the Pharma Go app to be an enjoyable experience for everyone.
These Community Guidelines are designed to ensure that all users have a positive experience when using Pharma Go. 
Please take a moment to read them. 
Because however you want to use Pharma Go - as a pharmacy partner looking to deliver your products, a consumer placing an order for products, or a delivery partner wanting to make money, either as an independent contractor or as an employee of a company partnering with Pharma Go—your behaviour matters.
Respect each other. Treat each other as you would like to be treated yourself: with respect.
Most important of all, remember that when you use Pharma Go, you will meet people who may look different to or think differently from you.
Please respect those differences. We want everyone to feel welcome when they use Pharma Go. Safety first. 
Everyone wants to get their order in the safest way possible. So please ensure that you follow all local laws.
Pharmacies and delivery partners have a particular responsibility when it comes to safety when using Pharma Go.
That means always following safety rules and regulations. And for delivery partners on the road, it means ensuring the delivery is completed safely; keeping to the speed limit; not texting while on the road; and never delivering under the influence of alcohol or drugs.
And if you’re on the road and feel tired, take a break. Be safe. 
Age restrictions. You must be at least 18 years old to have an Pharma Go account, either as a consumer or as a delivery partner (or the legal age to drive your chosen mode of transport, if older than 18 in your country). 

If your underage child or sibling is using your account to receive products or medication, a parent or guardian must be with them when the order is delivered. 
Feedback makes us all better. Whether you are a consumer, pharmacy partner or delivery partner, please rate your experience at the end of each delivery.
Honest feedback helps ensure that everyone is accountable for their behaviour. 
This accountability creates a respectful and safe environment for everyone.
And if something happens during a delivery—for example if there’s a mix-up in the order—make sure to report it by tapping “Help” in the app for follow up.
In the case of an emergency, you should contact your local emergency services.
The guidelines below help explain some of the specific examples that may cause you to lose access to your Pharma Go account as a consumer, pharmacy partner or delivery partner in South Africa.
Terms and Conditions As a user, you agree to our Terms and Conditions when you sign up for your account.
Violation of these terms may result in the permanent closing of your account.
Violations of Terms and Conditions can include, for example, the failure to maintain accurate, complete, and up-to-date account information, including having an invalid or expired payment method on file. 
Discrimination Pharma Go 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 engaged in discriminatory behaviour in any way, including having discriminated against another user based on their race, colour, religion, national origin, disability, sex, marital status, gender identity, age or any other characteristic protected under applicable law. Fraud and Misuse Fraudulent activity and misuse of Pharma Go undermines the trust on which Pharma Go is built. 
We may deactivate any account(s) associated with this type of activity, including: abusing promotions or refunds; collusion between users; disputing charges for fraudulent or illegitimate reasons; creating duplicate accounts; or uploading a false prescription.
WHY PHARMACIES CAN LOSE ACCESS TO PHARMA GO As a Pharmacy partner, temporarily or permanently losing access to Pharma Go can be disruptive to your business. 
That’s why we believe it is important to have clear policies, outlined below, that explain the circumstances in which you may be denied access to Pharma Go. In addition to the termination events included in their contractual agreements for Pharma Go, businesses can lose access to Pharma Go if they violate these Community Guidelines. 
Ensuring a respectful, safe environment Your behaviour while participating on the Pharma Go app can impact the comfort and safety of delivery partners and customers. 
That’s why you and your staff are expected to exercise good judgement and behaviour, just as you would with your in-pharmacy customers. Here are some reasons why you could lose access to the app: 
•  Physical contact with a delivery partner. You shouldn’t inappropriately touch those you’re interacting with. 
And you should never intentionally hurt a delivery partner.
• Use of inappropriate or 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 delivery partner or customer. For example, unwanted texting, calling, or any contact after a delivery has been completed. 
•  Breaking the local law while using Pharma Go. For example, failing to comply with relevant laws & regulations, using Pharma Go to commit a crime, or asking delivery partners to break local traffic laws, such as speed limits. 
•  Failure to provide a safe space for pick-ups. For example, the occurrence of violent incidents on the pharmacy premises, that might endanger delivery partners’ safety. Once we are made aware of these kinds of problematic behaviour, we will contact you. 
If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to your Pharma Go account. 
Any behaviour, or suspected behaviour, involving violence, harassment, discrimination, or other illegal activity while using Pharma Go can result in the immediate loss of access to all Pharma Go apps. 
Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines. 
Quality In an effort to provide a high-quality and reliable service, we have the opportunity to use feedback from customers and delivery partners to help pharmacies succeed on Pharma Go. 
Feedback At the conclusion of each delivery, both the customer and the delivery partner have the opportunity to provide feedback on their pharmacy experience. 
This rating system maintains accountability for everyone and helps create a respectful and transparent environment.
Where can I find my customer rating? You can find your customer rating by signing into Pharmacy Manager at Pharma Go.com/pharmacies. 
As stated above, you can receive a customer and delivery partner rating at the conclusion of each delivery. 
What about feedback from delivery partners? We also take feedback from delivery partners about their experience with pharmacies. 
They have the ability to rate each pickup experience with a “thumbs up” or “thumbs down”. Your delivery partner rating is based on the average delivery partner ratings you received. 
Some reasons why delivery partners might give a pharmacy a thumbs down rating include: delivery partner has to wait too long to pick up the products, unpleasant interactions with pharmacy staff, or unclear pickup/parking information. 
What could lead to my losing access to Pharma Go? If either your delivery partner rating or customer rating is much lower than the average for your city, we will reach out to let you know. 
If either your delivery partner rating or your customer rating is below your city’s minimum threshold, you may temporarily or permanently lose access to Pharma Go. 
Please note that reports of safety violations (including breach of any laws), both on or off Pharma Go, failure to adhere to allergen instructions provided by your customers in the Pharma Go app, or failure to maintain proper licenses can cause you to lose access to Pharma Go even before falling below the rating threshold. 
Unaccepted orders An unaccepted order occurs when you do not accept a customer’s order request, which creates a poor customer experience. 
While we understand that there may be times when your pharmacy gets busy, minimizing unaccepted orders is critical to ensuring customers have a positive experience with Pharma Go—this keeps them coming back to your pharmacy and to the app. 
If you don’t want to receive order requests at a given time, you can always use the “Pause New Orders” feature or make specific items unavailable. 
How is my unaccepted rate calculated? Your unaccepted rate is based on the number of unaccepted order requests out of the total number of order requests. 
For example, if you’ve received 100 order requests and 5 of them are unaccepted, your unaccepted rate is 5%. 
You can find your unaccepted rate by signing into Pharmacy Manager.
What leads to me losing access to Pharma Go? If your unaccepted rate is much higher than the average for your city, we will reach out to let you know.
If your unaccepted rate is above your city’s maximum threshold, you may temporarily or permanently lose access to Pharma Go.
Missing item or incorrect item/orders When a pharmacy partner does not fulfil a customer’s requested order correctly, the customer receives missing items or incorrect items/orders, which can lead to a poor experience. 
If you consistently have more missing items or incorrect items/orders than other pharmacy partners in your city, you may temporarily or permanently lose access to Pharma Go. 
Operational errors resulting in long trip times and/or customer satisfaction Other metrics that are monitored by the system may include, but are not limited to: package prep time, delivery partner handoff time (the amount of time it takes for the delivery partner to get in and out of the pharmacy with the order, including wait time), online time, and order acceptance time.
If these metrics are worse than the average for your city, they may negatively impact other parties on Pharma Go, and may result in loss of access to Pharma Go. 
Pharmacy partners can monitor their own performance metrics anytime by signing into their Pharmacy Manager portal at www.pharmago.co.za, and may reach out to our team with any questions or concerns.
Fraudulent or illegal behaviour Fraudulent activity undermines the trust on which Pharma Go is built, and will not be tolerated.
What can lead to me losing access to Pharma Go? We will revoke access for any account or accounts associated with fraudulent activity, which may include, but is not limited to: creating dummy accounts for fraudulent purposes; accepting order requests without the intention to complete; and claiming fraudulent fees or charges. 
Discrimination Pharma Go has a zero tolerance policy towards discrimination of any kind. 
This means you can lose access to Pharma Go if you are found to have discriminated against delivery partners, customers, or other pharmacy partners based on their race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law. Compliance with the law We expect pharmacy partners to act in compliance with all applicable laws and regulations, including but not limited to health laws, at all times.
Pharma Go may revoke your access to Pharma Go for failing to comply with all relevant laws, engaging in illegal activity while using Pharma Go, or not maintaining valid pharmacy licenses or permits. 
REASONS WHY DELIVERY PARTNERS CAN LOSE ACCESS TO PHARMA GO If you are a delivery partner, and your account is deactivated or temporarily blocked, it limits your ability to earn using the app. That’s why we believe it is important to have clear policies that explain the circumstances in which you may be denied access to Pharma Go. Ensuring a respectful, safe environment.
The way you behave while using Pharma Go can have a big impact on the experience of all users of the app. Courtesy matters. That’s why you are expected to exercise good judgement and behave considerately towards other people when using Pharma Go—just as you would in any public place.
 Here are some reasons you could lose access to Pharma Go: 
•  Physical contact with customers or pharmacy staff. You shouldn’t inappropriately touch pharmacies personnel, consumers, or other delivery partners. And you should never hit or otherwise hurt a consumer or pharmacy partner. 
•  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 to a consumer or pharmacy partner. 
•  Unwanted contact after a delivery is over For example, messaging, calling, or visiting someone in person after a delivery has been completed. 
•  Breaking the law while using Pharma Go. For example, speeding or otherwise breaking local traffic laws, and using Pharma Go to commit a crime. 
•  Driving or delivering under the influence. Pharma Go does not tolerate the use of drugs or alcohol by delivery partners while making deliveries. 
•  Delivering alcohol to underage users. Delivery partners are prohibited from delivering alcohol to consumers under the local legal drinking age or otherwise in breach of local laws and regulations. Delivery partners should verify age or identification where necessary, and follow any steps set out in the app, and return undelivered alcohol to pharmacies. Delivery partners may lose access to the app if they are found not to have followed the correct process when delivering alcohol. 
•  Unsafe delivery or tampering with medicines. Delivery partners using the app must ensure to drive and deliver safely at all times. This includes following local road rules and ensuring the item (i.e. medicine, package) is delivered in accordance with relevant safety standards. 
•  Failure to comply with a pharmacy’s requests. Sometimes pharmacy partners outline certain guidelines about how they want their orders delivered for certain reasons (e.g. safety, or licensing requirements). Reports of failing to follow those guidelines may result in deactivation of your account.
•  Intentionally delaying deliveries. Delivery partners using the app are expected to exercise good judgement as to the best delivery route and must ensure they do not intentionally delay deliveries. 
•  Theft of a package or part thereof. For example, if a delivery-partner is proven to have stolen or intentionally not delivered an order. What leads to you losing access to your account? If we are made aware of behaviour in violation of these Community Guidelines, we will look into it. Depending on the nature of the concern, we may put a hold on your account during our inquiry. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to Pharma Go or your other Pharma Go accounts. Any behaviour involving, or suspected of involving, violence, sexual misconduct, harassment, discrimination, or illegal activity while using Pharma Go can result in the immediate loss of your account. 
Pharma Go will also deactivate the account of any delivery partner who receives several or serious complaints of poor, unsafe, or distracted driving while using the Pharma Go app. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.
Quality At the conclusion of every delivery, businesses and their customers have the opportunity to rate their experience (either thumbs up or thumbs down) with their delivery, and delivery partners can also rate and give feedback on their pickup and drop-off experiences. This system helps create a respectful, safe, and professional environment for everyone. 
Delivery partners can see their current rating in the Ratings tab of the Pharma Go Partner app. How is my rating calculated? Your delivery rating is based on the average ratings you received from pharmacies and consumers for your last 100 rated deliveries, or the total number of rated deliveries you’ve completed, if you haven’t done 100 yet. 
We use the pharmacy ratings you have received to calculate half of your rating, and consumer ratings to calculate the other half. For example: if you completed 100 trips and received 60 ratings from pharmacies (all thumbs up), and 40 from consumers (only 90% thumbs up), your rating would be 4.8. As soon as you’ve received 20 ratings, you will be able to see your delivery rating. 
You can access your rating in the Feedback section of your app. Cancellation rate When a delivery partner accepts a delivery request and then cancels it, it negatively affects the experience for both pharmacies and delivery recipients. Cancellations create a poor customer experience. We understand that there may be times when something comes up and you have to cancel an accepted delivery request. 
But minimizing cancellations is critical for the reliability of the system. How is my cancellation rate calculated? Your cancellation rate is based on the number of trips cancelled out of the total number of trips you accept. (For example, if you’ve accepted 100 trips and 4 of them are cancelled, your cancellation rate would be 4%.) High-quality delivery partners typically have a cancellation rate lower than 5%. What leads to you losing access to your account? If your cancellation rate is higher than the average for your city, we’ll alert you multiple times, after which you may be logged out of the app. If your cancellation rate continues to exceed the maximum limit, you may lose access to your account. Acceptance Rates Consistently accepting delivery requests helps maximize earnings for delivery partners and keeps the system running smoothly. We know that sometimes things come up that prevent you from accepting every request, or you may want to take a break. But not accepting requests while you’re online in the app causes delays and makes the system less reliable. While declining trips does not automatically lead to permanent deactivation of your account, if you don’t want to accept delivery requests, you can just log off. 
There is no minimum requirement on you to log onto the app, or to accept deliveries when you have, but logging on is an indication that you are available to get deliveries. If you consistently decline delivery requests, we will assume you do not want to accept more deliveries and your account may automatically logged off until you log back in. 
Delivery delays Our business partners and delivery recipients choose the Pharma Go network for its quality, reliability, and speed. 
Delivery partners who consistently delay completing deliveries—with a significant number of deliveries materially deviating from the ETA for arriving at the business for pickup or arriving at the delivery location for drop-off—may lose access to their accounts. If you start to approach this threshold in your city, we will reach out to you to discuss this and try and help you to avoid the significant delays or deviations. 
You will have plenty of opportunity to then resolve this. If you don’t, there is a risk that you will lose access to the Pharma Go app.
Delivery requirements Pharmacy partners are legally required to ensure products and medicine is delivered safely. Please make sure you’ve got the right equipment to provide a safe and hygienic service on behalf of pharmacy partners. You’re of course free to use any equipment that enables you to do this - we only ask that you ensure compliance with applicable laws and regulations. If you do not use an insulated bag where required, you may lose access to Pharma Go. Delivery partners are prohibited from delivering medication to consumers under the local legal age or otherwise in breach of local laws and regulations and delivery partners should verify age or identification where necessary, and follow any steps set out in the app, and return undelivered medicines to pharmacies. Fraud Fraudulent activity undermines the trust on which Pharma Go is built and will not be tolerated. 
That’s why we are constantly on the lookout for fraud by recipients, businesses, and delivery partners who are gaming our systems. What leads to you losing access to your account? We will deactivate any account or accounts associated with fraudulent activity, which may include: accepting deliveries without the intention to complete; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges; misusing Pharma Go support channels; intentionally accepting or completing fraudulent or falsified deliveries; claiming to complete a delivery without ever picking up the delivery item; not making a reasonable attempt to deliver the delivery item and picking up a delivery item but not delivering it in full or at all. 
WHY CONSUMERS CAN LOSE ACCESS TO PHARMA GO These Community Guidelines help explain the kinds of behaviour that may lead users to lose access to Pharma Go. 
Please remember that if you allow other people to order with your account, you are responsible for their behaviour while using Pharma Go. Ensuring a respectful, safe environment for delivery partners. The way you behave while using Pharma Go can have a big impact on the experience of others using the app. Courtesy matters. 
That’s why you are expected to exercise good judgement and behave decently towards other people when using Pharma Go—just as you would in any public place. Here are some reasons you could lose access to Pharma Go: •  Physical contact with delivery partners You shouldn’t inappropriately touch those you’re interacting with during a delivery. And you should never intentionally hurt a delivery partner.
•  Damaging a delivery partner's property For example, damaging a bicycle or other form of transportation, breaking or vandalizing a phone. 
•  Use of inappropriate and abusive language or gestures For example, asking overly personal questions, using verbal or physical threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful. 
•  Unwanted contact with a delivery partner For example, any inappropriate contact after a delivery has been completed. 
•  Breaking the local law while using Pharma Go For example, asking delivery partners to break local traffic laws such as speed limits; or using Pharma Go to commit a crime. 
•  Repeated use of your account by a minor - You must be 18 years old or older to have an Pharma Go account. If an underage child or sibling is using your account to receive medicine, a parent or guardian must be with them when the order is delivered. 
 • Uploading a Fraudulent Prescription If we become aware of these kinds of problematic behaviours, we will contact you so we can look into them. Depending on the nature of the concern, we may put a hold on your account during our inquiry. If the issues raised are serious or a repeated, or you refuse to cooperate, you may lose access to your Pharma Go account or other Pharma Go accounts. Any behaviour involving violence, sexual misconduct, harassment, discrimination, or other illegal activity while using Pharma Go can result in the immediate loss of your account. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.