Platform rules

Welcome to the Tradeaze Driver Platform Rules. This guide sets out the expectations, policies and support available to help you succeed as an On-Demand Driver with Tradeaze.

1. Reliability and deliveries

These are the standards Tradeaze expects from every driver when accepting and completing jobs.

What we expect

• Be reliable whenever you are clocked in: arrive on time for jobs, don't cancel, and stay contactable.
• Provide good quality photos as proof of collection and proof of delivery (POD) for every order. If you don't, you may be liable for the goods if they go missing.

Before you accept a job

• Check the job thoroughly before accepting. Cancelling a job causes issues for us and for the merchant.
• Request jobs that are compatible with your vehicle capacity and the delivery ETA window.
• Make sure you can leave for the job straight away. All deliveries you accept with Tradeaze must be completed straight away.

Priority deliveries

• Next-day priority: you must be on site and ready to collect no later than 8am. All next-day collections are 8am collections, so you must be on site and ready to collect by 8am. Check the merchant's opening hours and arrive promptly.
• Same-day priority: drivers must go directly to the collection point immediately after accepting the job, and complete the job as soon as possible.

Same-day deliveries

• Head directly to the job.
• Don't delay setting off to the extent that the ETA is affected.
• Don’t take on private work while completing Tradeaze deliveries, as this may affect the ETA given to customers.

Your delivery schedule

• Complete deliveries in the order scheduled in the app.
• If you need to change the order, message the team via Live Chat so the change can be reviewed and approved.
• Don't deviate from the schedule without consulting and confirming with a member of Tradeaze staff.

Cancelling a job

• If you need to cancel a job, message the team via the Live Chat in the app.
• Cancelling a job may result in a warning.

2. Communication and conduct

What we expect

• You must be contactable at all times while on deliveries with Tradeaze.
• Communicate professionally and show exemplary conduct with merchants, customers and Tradeaze Support.
• Behave professionally at all times.
• Cooperate fully with incident investigations and insurance claims.
• Go the extra mile to delight customers.

3. Safety, vehicle and PPE

Tradeaze is committed to maintaining the highest safety standards for all deliveries.

Your vehicle and documents

• Maintain your vehicle with the utmost care and comply with road safety standards at all times.
• Keep all personal and vehicle documents valid, and update them before their expiry dates.
• Keep your vehicle capacity details accurate.

PPE policy

This policy ensures that our On-Demand Drivers meet or exceed the minimum Personal Protective Equipment (PPE) requirements set by Tradeaze and our merchant partners. Following it helps protect drivers, customers and site personnel.

Dress appropriately and follow the PPE requirements for each delivery.

Required PPE

Wear the following at all times while completing a Tradeaze delivery, including when handling deliveries or entering merchant or customer sites:

• ✅ High-visibility clothing (orange high-visibility vest): keeps you visible and safe
• ✅ Safety boots or shoes (steel toe-capped): protects against heavy loads and site hazards

Recommended extra safety equipment

For best practice when delivering safely, we also recommend:

• 🔹 Protective gloves: protects your hands when handling materials
• 🔹 Safety goggles (as needed): eye protection from dust, debris or chemicals
• 🔹 Weather protection gear: keeps you safe in adverse conditions
• 🔹 Load-securing tools (e.g. tarps, corner protection, ratchet straps): to transport goods securely

PPE compliance

• Drivers who don't meet the required PPE standards may be denied site access, resulting in delayed deliveries.
• Tradeaze ensures PPE compliance through regular training and checks.
• If it is reported that a driver is not following the PPE rules, they will receive a verbal warning. Drivers may be removed from the platform for repeated failure to comply with the Tradeaze PPE policy.
• For further information or specific PPE requests, contact us via the Live Chat in the app.

4. Violations and warnings

To maintain operational efficiency and service quality on the Tradeaze platform, this section sets out what counts as a violation and the consequences.

The warnings process

Tradeaze follows a strict 3 warning system. Failing to follow any of the rules will result in the following:

• Violation: 1st; Consequence: Verbal warning
• Violation: 2nd; Consequence: Suspension from the platform for a period decided by the Tradeaze Live Operations team
• Violation: 3rd; Consequence: Removal from the platform
• Code of Conduct violations may result in immediate removal from the platform.

Job Board violations

1. Repeatedly cancelling deliveries after accepting them.
2. Repeatedly requesting delivery jobs that are incompatible with your vehicle capacity and/or the delivery ETA window.

Delivery compliance violations

1. Accepting a Priority Delivery but not setting off for the pickup immediately, or not being on site and ready to collect by 8am for a next-day collection.
2. Accepting a Same-Day Delivery but delaying dispatch to the extent that the ETA is impacted (late).
3. Being unreachable while on a delivery.
4. Not completing deliveries in the order scheduled, or deviating from the schedule without confirming with Tradeaze staff via Live Chat.

Code of Conduct violations

1. Communicating unprofessionally with a merchant, customer or Tradeaze Driver Support.
2. Behaving rudely, unprofessionally or disruptively towards a merchant, customer or Tradeaze Support.
3. Not following the PPE standards and/or not being dressed appropriately for delivering effectively.

5. How the platform works

Job Board and job demand

• The Job Board is in the app, under the tab at the bottom of the screen. This is where all available jobs are posted.
• We operate an on-demand service on a first-come, first-served basis.
• Jobs for the following day are posted at 6:00pm.
• You may accept jobs at your discretion.
• Job volumes depend on the orders placed by our merchant partners, so demand will fluctuate.

Job distance

• You are responsible for setting your preferred distance range in the app to view available jobs.
• The distance shown first is the mileage from your current location to the collection point, not the total delivery distance.
• Assess whether the overall job distance is suitable based on the price offered.

Loading times

• We operate with dynamic loading times.
• If you have been waiting more than 15 minutes after your collection ticket has been printed, contact the team via the Live Chat in the app so we can liaise with the merchant on your behalf.

6. What to do if something goes wrong

Customer not answering the phone

1. Call the customer when you leave the collection point to give an estimated time of arrival (ETA). Call again when you are about 10 minutes away from the drop-off.
2. Call the customer again when you arrive outside the delivery address.
3. If there is no answer, knock at the address provided in the app.
4. If there is still no response by phone or at the property, message the team via the Live Chat in the app for assistance.

Customer refusing goods

1. Politely remind the customer that you are the courier. The goods will need to be unloaded, and they must contact the merchant they booked with to arrange any recollection.
2. If the customer continues to refuse the goods, message the team in the app. A team member will assist you and liaise with the customer or merchant on next steps.

Unable to find the collection address

1. Search the address or company name on Google to see if this gives a clearer collection point.
2. If you still can't find the address, message the team via the Live Chat in the app for assistance.

Unable to find the drop-off address

1. Contact the customer directly to get clear directions for unloading.
2. Search the address or company name on Google to see if this gives a more accurate drop-off location.
3. If you still can't find the address, message the team via the Live Chat in the app for assistance.

Items heavier than stated in the app

1. If the items being loaded onto your vehicle appear significantly heavier than stated in the app, contact the team via the Live Chat in the app so we can confirm the correct order details with the merchant.

Merchant cannot locate the goods, or collection reference not working

1. Confirm that you have given the correct reference number and told the merchant the booking name.
2. If the goods still can't be located, contact the team via the app. A team member will reach out to the booking merchant.

Merchant has no stock available

1. Ask the merchant to double-check with the booking party that the stock has not already been set aside.
2. Inform the team via the Live Chat in the app so the matter can be reviewed and signed off.

Rude merchant or customer

1. Do not retaliate.
2. Return to your vehicle and contact the team via the app. We will address the situation appropriately.

7. Best practices

Adopting these practices will help you stay efficient, prepared and ready to deliver excellent service throughout the day:

• Clock in early (from 7am) to optimise your delivery schedule for the day.
• Be able to accept phone calls via a hands-free phone stand while driving.
• Be prepared for vehicle breakdowns, such as tyre puncture repairs.
• Follow delivery processes.
• Carry a battery pack so your mobile phone is always charged.

8. Resources and support

Where to find help, guidance and support while using the Tradeaze platform:

• Tradeaze Driver Guides on the Tradeaze App
• Tradeaze Driver App Demo Video
• Live Chat, via the Tradeaze Driver App in Help

Thank you for delivering with Tradeaze! 🚛