Acceptable Use Policy

1. Who this Policy applies to

This Policy applies to everyone who accesses or uses the Platform. Merchants, Couriers, Shoppers, and delivery personnel are also bound by their own separate agreements with VORA; where those agreements are more specific, they apply in addition to this Policy.

2. General rule

You must use the Platform lawfully, honestly, and respectfully, and only for its intended purpose: discovering and ordering products from Merchants, ordering VORA Shopper grocery service, and receiving those orders. You may not use the Platform in any way that harms, endangers, defrauds, or harasses any other person, or that interferes with how the Platform works.

3. Prohibited conduct

You agree not to, and not to allow anyone else to, do any of the following.

3.1 Illegal or harmful use

• Violate any law, regulation, or third-party right, or use the Platform for any fraudulent, deceptive, or harmful purpose.
• Use the Platform to buy, sell, facilitate, or arrange the delivery of anything illegal.
• Attempt to purchase age-restricted or regulated items the Platform does not support, including alcohol, tobacco, and vaping products (see Section 4 of the Terms).
• Use the Platform to launder money or move funds unlawfully.

3.2 Harassment, threats, and discrimination

• Harass, threaten, intimidate, stalk, or abuse Merchants, Couriers, Shoppers, delivery personnel, Store staff, VORA personnel, or other users.
• Discriminate against or demean anyone on the basis of race, ethnicity, national origin, religion, gender, sexual orientation, disability, or other protected characteristic.
• Direct hateful, violent, sexually harassing, or demeaning conduct at Couriers, Shoppers, delivery personnel, or Merchant staff during or after a delivery or order, including through in-app chat.

3.3 Safety in real-world interactions

Shopping trips, deliveries, and orders involve real people. You must not:

• endanger, assault, or threaten a Courier, Shopper, delivery person, or Merchant, or create an unsafe delivery situation;
• demand that a Courier, Shopper, delivery person, or Merchant do anything unlawful, unsafe, or outside the scope of your order, including asking a Shopper to buy alcohol, tobacco, or other age-restricted items, to use your personal Store membership or payment card, or to shop at a Store not shown in the app; or
• record, photograph, track, contact, or approach a Courier, Shopper, delivery person, or Merchant outside of what your order reasonably requires.

3.4 Fraud, payment, and program abuse

• Provide false, stolen, or unauthorized payment information, or use a payment method you are not authorized to use.
• Abuse refunds, credits, or redeliveries, for example, making false or repeated claims of missing, wrong, or damaged items, disputing a Store receipt in bad faith, or claiming a replacement you approved was unauthorized (see our Refunds, Returns & Delivery Policy).
• File dishonest or bad-faith chargebacks, or file a chargeback without first contacting support to resolve the issue.
• Deliberately make an order undeliverable in order to obtain a refund, for example, by giving an address you do not intend to receive the order at, or by not responding to delivery notifications, messages, or calls after an order you no longer want has been prepared. An order attempted at the address you provided is charged in full (see our Refunds, Returns & Delivery Policy).
• Create fake or duplicate accounts, or manipulate promotions, promo codes, or referral credits, including to obtain benefits you are not entitled to (see Section 3 of the Terms).

3.5 Content, reviews, and communications

• Post content that is false, misleading, defamatory, obscene, harassing, hateful, or infringing.
• Submit fake, incentivized, or non-genuine reviews or ratings, or reviews that are not based on your real experience. Honest reviews are always welcome and protected consistent with the Consumer Review Fairness Act (see Section 7 of the Terms).
• Impersonate any person or entity, or misrepresent your affiliation with anyone.
• Send spam, chain messages, or unsolicited promotional messages, or misuse any contact information you obtain through the Platform.

3.6 Intellectual property

• Infringe or misappropriate any intellectual-property or other right.
• Use the VORA name, logo, or marks without our prior written permission, or use Merchant content beyond your personal use of the Platform (see Section 8 of the Terms).

3.7 Platform integrity and security

• Scrape, crawl, data-mine, harvest, or copy Platform content or data, or use bots, scripts, or other automated means to access the Platform.
• Reverse engineer, decompile, disassemble, or attempt to extract source code from the Platform.
• Introduce malware, or interfere with, disrupt, overload, or damage the Platform or its security.
• Probe, scan, or test the vulnerability of the Platform, or breach or circumvent any security or access controls, authentication, or rate limits.

3.8 Unauthorized commercial and data use

• Resell products purchased on the Platform in a commercial capacity without authorization.
• Collect, compile, or use information about Merchants, Couriers, Shoppers, delivery personnel, or other users for any purpose other than your legitimate use of the Platform.
• Use the VORA Shopper service to purchase goods for resale or in commercial quantities without authorization.

3.9 Account rules

• Provide accurate account information and keep it current; do not use another person's account, share or transfer your account, or let others use it (see Section 2 of the Terms).
• Do not create a new account to evade a suspension or termination.

4. Reporting a violation

If you see conduct that violates this Policy, or you feel unsafe, contact us at support@tryvora.app (or through in-app help). If you believe someone is in immediate danger, contact local emergency services first. To report content you believe infringes your copyright, use the DMCA process in Section 9 of the Terms.

5. Enforcement and consequences

We may take any action we consider appropriate to enforce this Policy and protect the community, including, without limitation:

• issuing a warning;
• removing, moderating, or refusing to display content, including reviews;
• cancelling an order, declining a refund, or revoking credits;
• limiting the delivery methods, order values, or payment methods available to your account;
• limiting, suspending, or terminating your account or access, with or without notice, as permitted by the Terms (see Sections 2 and 14);
• responding to and disputing invalid chargebacks; and
• reporting conduct to Merchants, Couriers, Stores, payment providers, or law enforcement where appropriate, and cooperating with lawful investigations.

Our decision not to act in a particular case does not waive our right to act in others.

6. Changes to this Policy

We may update this Policy from time to time. Changes apply prospectively from the effective date shown above, consistent with Section 17 of the Terms. Your continued use of the Platform after an update constitutes acceptance of the updated Policy.

7. Contact