Community Ground Rules. 

Chefs

 

We want the Killer Chefs experience to be enjoyable and safe for everyone. These Community Ground Rules for Chefs (Ground Rules) are designed to ensure that both Chefs and Foodies have a five star experience when using the Killer Chefs Platform.  They form part of the contract that is entered into between you and us under the Terms and Conditions for Chefs(Terms).  Terms and conditions defined in the Terms will have the same meaning as set out in the Terms unless indicated to the contrary.

1. Respect each other

 

1.1       Behave appropriately and responsibly at all times.

 

1.2       Treat your fellow Chefs and Foodies as you would like to be treated yourself: with respect. 

 

1.3       Always arrive at the Foodie’s home  on time because nobody likes to wait. 

 

1.4       Do not to shout, swear or exhibit any other behaviour considered socially unacceptable. Use your common sense. 

 

1.6       Remember that when you provide your services at the Foodie’s home you will meet people who may look different or think differently from you. Please respect those differences. We want everyone to feel welcome when they use the Killer Chefs Platform. 

2. Respect personal space & privacy

 

2.1       We all value our personal space and privacy. You are welcome to chat with the Foodies during meal preparation, during or post meal, but please don’t comment on someone’s appearance or ask whether they are single. 

 

2.2       You are not allowed to drink whilst at the Foodies’ home.

 

2.3       Do not touch or flirt with the Foodies or any of the Foodies’ guests. 

2.4       Do not contact the Foodie or any of the Foodie’s guests in any manner, once the Booking is completed.

 3. Safety first

3.1        Everyone wants to enjoy the Killer Chefs Platform experience in safety. Chefs have a particular responsibility when it comes to safety: that means not only taking care of your own safety but also that of the Foodie and the Foodie’s guests, so you must ensure you take all measures to comply with health and safety measures.

3.2       COVID-19 is a public health emergency. You need to assess and manage the risks to yourself and any assistants you may take with you to deliver the service and to the Foodies and their guests when attending the Foodies’ home so that everyone’s health and safety is protected.  In the context of Covid-19 this means:

 

If you feel unwell should inform the Foodie as soon as possible prior to the delivery of your service at the Foodies’ home on the date of the Booking and not attend the Foodies’ home under any circumstances.  If you are able to fulfil the Booking by arranging for another substitute chef to cover this Booking you must inform us and the Foodie straight away.  Any substitute chef must be approved by us in advance and be bound by our Terms and these Ground Rules, by signing a copy of both documents to prove their acceptance of the same.

 

When attending the Foodies home you must:

 

  • increase the frequency of handwashing and surface cleaning using sanitizer;

  • come equipped with your own sanitizer; 

  • maintain social distancing in accordance with the latest social distancing guidelines set out by the government; 

  • use a face coveringwhilst providing the service; and

  • Using back-to-back or side-to-side working (rather than face-to-face) whenever possible.

 

During a COVID-19 Lockdown Bookings should be fulfilled by way of meals prepared in advance, away from the Foodies home and delivered to the Foodies’ doorstep at the appropriate time.  Where this is not possible, Bookings will have to be cancelled and full refunds provided to the Foodie. 

No one is obliged to work in an unsafe working environment.

5.         Cleanliness standards

5.1       You must ensure the highest level of cleanliness at all times. As a Chef, you need to take pride in your appearances, so make sure that you are clean and look clean and well presented on arrival at the Foodies’ home. 

 

5.2       You must clean up after you and leave the workplace (Foodies’ kitchen) and all utensils you have used during the provision of the service, perfectly clean and in at least the same condition as you found them on arrival at the Foodies’ home.

 

5.3       We advise that you take photographs of the Foodies’ kitchen and utensils upon arrival at the Foodies home and photograph all dishes served during the service, to serve as evidence in the event of any subsequent dispute.

6.         Feedback makes us all better

 

Please rate your experience at the end of the meal. Honest feedback helps ensure that everyone is accountable for their behaviour and for the service offered. This accountability creates a respectful, safe environment for both Chefs and Foodies. If any issue arises during the meal, make sure to report it by immediately reaching out via Customer Care on the Killer Chefs Platform so that our customer support team can follow up.

 

7.         Why Chefs Can Lose Access To the Killer Chefs Platform

 

If you are a Chef, and your Account is temporarily blocked or deactivated, it limits your ability to earn income. That’s why we believe it is important to have clear policies that explain the circumstances in which you may be denied access.  The criteria below helps to explain some of the specific kinds of behaviour that may cause you to lose access to the Killer Chefs Platform as a Chef.

There will always be unforeseen events that may ultimately lead to you losing access to your Chef Account — and we’ll update this policy regularly — but the following are sufficient cause for us to take action: quality; safety; discrimination; or fraud.

7.1       Quality

 

Foodies who use the Killer Chefs Platform expect their Chefs to deliver the highest standards of service, be punctual, accurate, clean, courteous and professional. The higher the quality of the service, the more likely it is that Foodies will want to book again, which in turn means more opportunities for Chefs to earn money. Poor service has the opposite effect. There are several ways we measure Chef’s quality, with the most important being Star Ratings and Cancellation Rate.

7.1.1     Star Ratings

 

After every Booking, Chefs and Foodies are able to rate each other on a scale of one to five stars, as well as give feedback on how the meal went. This two-way system holds everyone accountable for their behaviour. Accountability helps create a respectful, safe environment for both Chefs and Foodies. Chefs can see their current star rating in their Profile tab of the Killer Chefs Platform.

How is my rating as a Chef calculated? Your rating is based on an average of the number of post-Booking stars Foodies gave you (from 1 to 5 stars), on the total number of rated Bookings you have attended.

The easiest way to keep your average rating high is to provide good quality service and meals on every Booking. 

There is a minimum average rating which as a Chef, you must not fall below if you wish to keep your Account active. We will alert you over time if your rating is approaching this limit, and we will send you information about quality improvement courses that may help you improve. However, if your average rating still falls below the minimum level required after multiple notifications, you will lose access to your Account. We may allow you to regain access to your Account if you can provide proof that you have taken a quality improvement course offered by third party experts, training courses etc. Check with us to find out more.

7.1.2    Cancellation Rate

 

A Chef cancellation is when you accept a Booking request and then cancel it, be it either via ‘Instant Booking’ or after acceptance or a ‘Request Booking’ .Cancellations by the Chef create a poor customer experience and negatively affect other Chefs and ultimately the Killer Chefs Platform’s reputation. We understand that there may be times when something comes up and you have to cancel an accepted Booking, but minimising cancellations is critical for the reliability of the Killer Chefs Platform and the individual Chefs’ reputation. 

7.1.3    Acceptance of Bookings 

You may set your account to accept ‘Instant Bookings’ where the Booking is confirmed automatically by the system upon receipt or via ‘Request Booking’.  Where ‘Request Booking’ is selected you have the opportunity to accept or reject the Booking within a period of 24 hours from the receipt of the ‘Request Booking’ notification.  If you do not respond to the ‘Request Booking’ notification within the 24 hour period the request will expire and you will lose the opportunity to accept such Booking.

 

High acceptance of Bookings is critical part of a reliable, high-quality service and helps maximize earnings for Chefs. We know that sometimes things come up that prevent you from accepting some Booking request, or you may want to take a break from the Killer Chefs Platform but not accepting Booking requests causes delays and degrades the reliability of the Killer Chefs Platform. If you do not  want to accept Bookings for a period of time for whatever reason, you must remove your availability from your calendar or ‘turn off’ your profile. 

If you consistently decline Booking requests, we will assume you do not want to accept further Bookings and your Account may be deactivated. 

7.1.4    Inactivity

We understand that from time to time you might want to take a break, however we encourage you to stay active on the Killer Chefs Platform. Accounts that have not been used for more than 6 months, will be temporarily deactivated. You will have to get back in touch with us when you are ready to ask for re-activation of your Account.

7.1.5    Damaging foodie’s property or stealing

In the event that you damage the property of the Foodie or damage or steal property belonging to the Foodie or the Foodie’s guests we will deactivate your Account whilst we carry out a full investigation.  If, after investigation, we believe that any allegations of deliberate damage or stealing to be proven to our reasonable satisfaction, we will deactivate your Account permanently and you will not be able to apply for it to be reactivated.  

7.2       Safety 

We have a robust system of pre-screenings of all Chefs and a dedicated incident response team to investigate safety incidents.  Actions that threaten the safety of Foodies or their guests will be investigated and, if confirmed, lead to permanent deactivation of your Killer Chefs Platform Account (Account). For example, committing a serious breach of the Community Ground Rules or the Terms and Conditions for Chefs or using the Killer Chefs Platform or fulfilling a Booking to commit a crime, including in respect of the use of non-prescription drugs.

7.2.1    Zero Tolerance for Drugs and Alcohol

 

We expect highest service standards from all of our Chefs. 

We do not tolerate the use of drugs or alcohol by Chefs during or immediately before, provision of the service at the Foodies’ home.  Therefore, even if offered a drink during the service, please politely decline. We may deactivate the Account of any Chef who receives several unconfirmed complaints in respect of drug or alcohol use.

7.3       Discrimination

 

Killer Chefs 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 discriminated against Foodies or their guests based on their race, colour, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.

 

7.4       Fraud or Illegitimate Behaviour

 

Fraudulent or illegitimate behaviour undermines the trust on which the Killer Chefs Platform is built. We may deactivate any Account(s) associated with this type of activity, including: abusing promotions; collusion between Chefs and Foodies; disputing bookings for fraudulent or illegitimate reasons; soliciting payments outside the Killer Chefs Platform, accepting Bookings without the intention of fulfilling them, including asking foodies to cancel; creating dummy Chef’s Accounts for fraudulent purposes; claiming fraudulent fees or charges; and intentionally accepting or completing fraudulent or falsified Bookings or setting up duplicate Accounts. 

 

7.4.1 Accurate Personal Information

 

The Killer Chefs Platform is designed to give Foodies identifying information about Chefs and their experience, to include their name, profile picture, short bio, cuisine(s) they are able to cook, food pictures etc. Inaccurate or outdated information creates confusion amongst Foodies and can only diminish their experience with the Killer Chefs Platform.

We will deactivate your Account for activities such as: providing the Killer Chefs Platform with inaccurate information or allowing someone else to use your Account on your behalf.

We may ask for Chefs to undergo random background checks from time to time, to ensure safety and compliance with our criteria. We will permanently deactivate a Chef’s Account if a background check uncovers any information about a Chef that is in breach of our Terms or Ground Rules.

8.         Getting Your Profile Back on the App After Deactivation

 

If your Account has been deactivated for quality reasons like low star ratings, you may have the opportunity to get it back if you provide proof that you have successfully taken a quality improvement course offered by third party experts, training courses etc. Check with us to find out more. 

For any other reasons, we will always give you the opportunity to appeal a decision, however, we reserve the right to have the final decision on the resolution of each case.

 

Foodies

We want the Killer Chefs experience to be enjoyable and safe for everyone. These Community Ground Rules for Foodies (Ground Rules) are designed to ensure that both Chefs and Foodies have a five star experience when using the Killer Chefs Platform.  They form part of the contract that is entered into between you and us under the Platform Terms and Conditions (Terms). 

PLEASE NOTE that you will be entering into a separate contract direct with your Chef in respect of the provision of your meal which will also incorporate these Ground Rules. Please check with your Chef as to what other terms and conditions apply. We do not accept any liability except as set out in our Platform Terms and Conditions.  Whilst your contract for the provision of your meal is with your Chef direct, Killer Chefs acts as a limited agent for your Chef to accept payment from you on your Chef’s behalf.

If we are made aware of any breach of these Community Ground Rules or Terms, we may contact you so we can investigate. Depending on the nature of the concern, we may suspend your Killer Chefs Platform account (Account) pending our investigation.  If the issues raised are of a serious nature or a repeat offence, or you refuse to cooperate, we reserve the right to terminate your Account.  Any behaviour involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using Killer Chefs Platform, will result in the immediate loss of access to your Account and matters of a serious nature will be reported to the police or other relevant authority. 

1.         Respect each other

 

1.1       You must behave appropriately and responsibly at all times.  You are also responsible for the behaviour of any guests that you have invited to join the meal and you should ensure that they behave in such a way as to comply with these Ground Rules.

 

1.2       Treat your Chefs with respect.  Do not to shout, swear or exhibit any other behaviour considered socially unacceptable while interacting with them.

 

1.3       Remember that your Chef may look different or think differently from you. Please respect those differences. We want everyone to feel welcome when they use the Killer Chefs Platform.

2.         Respect personal space & privacy

 

2.1       We all value our personal space and privacy. You are welcome to chat with your Chef during meal preparation, during or post meal, but please do not comment on the Chef’s appearance, ask whether they are single or touch or flirt with your Chef. 

 

2.4       Do not contact your Chef in any manner, once the Booking is completed, except to make further Bookings through the Killer Chefs Platform.

 

 

3.         Safety first

3.1        Everyone wants to enjoy the Killer Chefs Platform experience in safety.  You are responsible for taking all measures to provide your Chef with a safe environment in which to work. 

3.2       COVID-19 is a public health emergency. You need to assess and manage the risks to yourself, your guests and your Chef when attending your home so that everyone’s health and safety is protected.  In the context of Covid-19 this means:

  

3.2.1     If you feel unwell and suspect that you may have Covid-19 you should inform the Chef as soon as possible prior to your meal booking via the Killer Chefs Platform (Booking) to either cancel the Booking or request that the Chef prepares the meal for your Booking away from your home and just delivers the meal to your doorstep on the date of the Booking.  The Chef must not attend the Foodies’ home for any reason in these circumstances.

 

3.2.2     Please ensure that prior to the arrival of your Chef that you:

 

  • Provide a sanitized environment in which the Chef will work;

  • Provide sanitizer for the Chef’s use; 

  • Ensure that you and your guests comply with frequent handwashing and sanitizing procedures in accordance with the latest Government guidelines;

  • maintain social distancing in accordance with the latest social distancing guidelines set out by the Government;

3.2.3     During a COVID-19 Lockdown generally, Bookings should be fulfilled by way of meals prepared in advance, away from your home and delivered to your doorstep at the appropriate time.  Where this is not possible, Bookings will have to be cancelled and you may request a full refund. 

3.3       Your Chef cannot be obliged to work in an unsafe working environment.

 

3.4       We have a dedicated incident response team to investigate safety incidents. Actions that threaten the safety of Chefs, Foodies or their guests will be investigated and, if confirmed, lead to permanent deactivation of the relevant party’s Account.

4.         Discrimination

We have a zero tolerance policy towards discrimination of any kind. This means you will lose access to your Account if you are found to have discriminated against Chefs or their assistants based on their race, colour, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.

 

5.         Fraud or Illegitimate Behaviour

Fraudulent or illegitimate behaviour undermines the trust on which the Killer Chefs Platform is built. We may deactivate any Account(s) associated with this type of activity, including: abusing promotions; collusion between Chefs and Foodies; disputing bookings for fraudulent or illegitimate reasons; soliciting payments outside the Killer Chefs Platform, creating dummy Accounts for fraudulent purposes, intentionally completing fraudulent or falsified Bookings or setting up duplicate Accounts. 

6.         Star Ratings and Feedback

After every Booking, Chefs and Foodies are able to rate each other on a scale of one to five stars, as well as give feedback on how the meal went.  Please rate your experience at the end of the meal. Honest feedback helps ensure that everyone is accountable for their behaviour and for the service offered. This accountability creates a respectful, safe environment for both Chefs and Foodies. If any issue arises during the meal, make sure to report it by reaching out via our Customer Care on the Killer Chefs Platform so that our customer support team can follow up.

7.         How is my rating as a Foodie calculated?

Your rating is based on an average of the number of post-Booking stars Chefs gave you (from 1 to 5 stars), on the total number of rated Bookings you have attended.

 

8.         Cancellation Rate

 

A Foodie cancellation is when you submit a Booking request and then cancel it, be it either via ‘Instant Booking’ or after acceptance by the Chef of a ‘Request Booking’. Cancellations by Foodies can negatively affect Chefs and ultimately the Killer Chefs Platform’s reputation. We understand that there may be times when something comes up and you have to cancel an accepted Booking, but minimising cancellations is critical for the reliability of the Killer Chefs Platform.  

 

9.         Damaging Chefs property or stealing

In the event that you damage or steal property belonging to the Chef whilst visiting your home  we will deactivate your Account whilst we carry out a full investigation. If, after investigation, we believe that any allegations of deliberate damage or stealing to be proven to our reasonable satisfaction, we will deactivate your Account permanently and you will not be able to apply for it to be reactivated.  

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