Courier Code of Conduct

Effective Date: 8 May 2026 · Version 1.0

This Code of Conduct sets out the behavioural and professional standards expected of all couriers operating within the Vyete Courier Programme. It supplements the Courier Distribution Agreement and is binding on all registered couriers.

1. Purpose

The Courier Code of Conduct exists to protect customers, shops, brands, and Vyete by ensuring every interaction in the Vyete delivery network reflects our values of reliability, professionalism, and respect. Couriers are often the only face-to-face contact customers have with the Vyete platform, and the impression they make directly affects the trust customers place in all Vyete participants.

2. Professional Conduct

2.1 Appearance and Presentation

When on an active run, couriers must:

Wear clean, presentable clothing appropriate for the weather and transport mode.
Where Vyete-branded apparel has been issued, wear it in good condition.
Maintain personal hygiene to a standard acceptable for customer-facing interaction.
Keep their vehicle and any delivery equipment clean and presentable.

2.2 Punctuality and Reliability

Accept runs only when genuinely available to complete them within the quoted timeframe.
Notify the platform immediately if a delay is anticipated, and update the ETA through the courier app.
Do not accept a run and then abandon it without completing the delivery or returning the consignment to the handoff point. Deliberate abandonment is a serious breach.
Arrive at pickup locations within the confirmed pickup window.

2.3 Handling of Consignments

Handle all packages with appropriate care. Assume that all packages contain fragile goods unless marked otherwise.
Do not open, tamper with, or inspect the contents of any package.
Protect packages from weather, contamination, and physical damage during transit.
Do not use consignments as ballast, place heavy items on top of fragile ones, or subject packages to conditions likely to cause damage.
For temperature-sensitive deliveries, use the required insulated equipment and maintain the stated temperature range.

2.4 Verification of Delivery

Complete the proof of delivery process in the courier app for every consignment, including obtaining the recipient's signature or PIN confirmation where required.
Do not mark a delivery as complete unless it has actually been delivered to the address or to an authorised alternative recipient.
Where a recipient is not present, follow the platform's redelivery or safe-place protocol. Do not leave packages in unsecured or inappropriate locations without following this protocol.

3. Customer Interaction

3.1 Respectful Behaviour

Couriers must treat all customers, shop staff, and members of the public with courtesy and respect. This includes:

Greeting customers politely and professionally.
Not using abusive, threatening, or offensive language under any circumstances.
Respecting cultural and personal norms regarding physical interaction (e.g., not initiating physical contact beyond a handshake).
Not commenting negatively on a customer's property, appearance, or neighbourhood.

3.2 Communication

Respond promptly to platform messages and calls from customers and dispatch relating to active deliveries.
Provide accurate updates to customers regarding delivery status.
If a customer is frustrated or upset about a delivery issue, remain calm, acknowledge their concern, and direct them to Vyete support rather than escalating the interaction.
Do not share your personal phone number or contact details with customers. Use the platform's masked communication channel.

3.3 Privacy

Couriers encounter customers' home and work addresses in the course of their work. This information is confidential and must:

Not be noted, recorded, or shared beyond what is necessary to complete the delivery.
Not be used to contact customers outside of the platform after a delivery.
Not be disclosed to any third party.

4. Road Safety and Legal Compliance

Comply with all applicable road traffic laws, including speed limits, traffic signals, and road markings.
Never use a hand-held mobile device while operating a vehicle. Use the Vyete courier app only via a mounted, hands-free setup or during stops.
Never operate a vehicle under the influence of alcohol, drugs, or any substance that impairs judgement or reaction time.
Maintain valid vehicle insurance, licence, and documentation at all times. See the Vehicle & Equipment Standards for requirements.
Do not carry passengers in your delivery vehicle during active runs without express prior authorisation.

5. Platform Integrity

Accurately report your location during active runs. Falsifying GPS data or manipulating tracking is a serious breach.
Do not create multiple courier accounts or use another courier's credentials.
Do not seek, accept, or offer cash or other payments outside of the Vyete platform for any delivery services.
Report suspicious activity — including unusual package contents (weight, sound, smell inconsistent with the stated product), directions to unsanctioned locations, or pressure from third parties — immediately to [email protected].
Do not accept or facilitate side-deals with shops or customers that circumvent the Vyete platform.

6. Conflict Resolution

Where a conflict arises with a customer, shop, or other party during a delivery:

Stay calm and do not escalate verbally or physically.
Use the courier app to flag the issue and request dispatch support.
Do not resolve financial disputes (e.g., a customer claiming they already paid) independently — refer all payment issues to support.
If you feel physically threatened, prioritise your safety, leave the situation, and report it immediately.

7. Incident Reporting

Couriers must report the following events within 2 hours of occurrence:

Road traffic accidents (however minor) occurring during an active run.
Loss, theft, or damage to any consignment.
Assault, threats, or aggressive behaviour from any party.
Suspected tampering with a package prior to collection.
Any injury sustained during a run.

Reports are made through Operations → Report Incident in the courier app or by calling the courier support line.

8. Discipline and Enforcement

8.1 Misconduct Categories

| Category | Examples | |---|---| | Minor | Isolated lateness without notification, minor presentation lapse | | Moderate | Failure to complete proof of delivery, discourteous customer interaction | | Serious | Package abandonment, falsifying delivery records, road traffic violation | | Gross | Theft, fraud, assault, deliberate platform manipulation, operating under the influence |

8.2 Consequences

| Severity | Typical Consequence | |---|---| | Minor | Formal notification; record on file | | Moderate | Warning; temporary suspension from high-value runs | | Serious | Suspension pending investigation; possible Programme removal | | Gross | Immediate removal from the Programme; referral to authorities where applicable |

8.3 Right of Response

Before any formal consequence beyond a notification is applied, the courier will be given an opportunity to provide their account. Vyete will review all available evidence before a final determination.

9. Contact

Courier conduct issues: [email protected]

Safety and incident reports: [email protected]

Courier support (active deliveries): Courier app support button