Safety guidelines
Expectations for everyone using TheSurePlug — customers, merchants, and delivery partners.
For everyone
- Treat others with respect. Harassment, threats, and discrimination are not allowed.
- Do not use the platform for illegal goods or services.
- Protect your login credentials and never share OTPs.
- Report safety concerns promptly via in-app support or support@thesureplug.com.
Customers
- Provide accurate delivery details and be reachable for handoff.
- Do not request illegal or restricted items.
- Use in-app chat for order-related communication when available.
- If a delivery feels unsafe, prioritize your safety and contact support.
Merchants
- List accurate products, prices, and availability.
- Prepare orders carefully and communicate delays.
- Complete KYB verification when required.
- Do not substitute items without clear customer agreement where required.
Delivery partners
- Complete KYC before accepting jobs where required.
- Follow traffic laws and handle orders carefully.
- Do not ask customers for off-platform payments.
- Report incidents, accidents, or unsafe locations to support immediately.
Emergencies
If you are in immediate danger, contact local emergency services first, then notify support@thesureplug.com when you are safe.