These Regulations contain the rules for consumer reviews of orders placed on the foodora platforms by Delivery Hero Hungary Kft. (registered office: 1095 Budapest, Soroksári út 30-34/D. building, 2nd floor; company registration number: 01-09-371824; “ Service Provider ”).

These Regulations apply exclusively to the electronic value-added service that becomes available to Consumers after the completion of orders on the foodora website (www.foodora.hu) and in the foodora mobile application. In addition, Consumers have the opportunity to contact the Service Provider with any comments or complaints in accordance with Section 10 of the Consumer General Terms and Conditions for foodora services , and they can also directly contact the Partner fulfilling the order. For the purposes of these Regulations, the term “Partner” shall mean the definition of “Partner” used in the General Terms and Conditions, with the exception of Delivery Hero Dmart Kft., which falls under Annex 3 of the General Terms and Conditions, and Partners included in the “Stores” category selling pre-packaged food and non-food products.

These regulations are effective from October 8, 2024. From the effective date, only text reviews submitted by Consumers starting from July 3, 2024 will be visible on the Service Provider's platform, while reviews submitted by Consumers on the Service Provider's platform before July 3, 2024 and after will also be included in the scoring.

Goals

I. Consumers can indicate their comments regarding their orders to the Service Provider and the Partner. II. The quality of the Service Provider's and Partner's services should meet the needs of Consumers as closely as possible. III. By aggregating the reviews, Consumers should get an accurate picture of the extent to which other consumers were satisfied with each Partner.

Principles

A. For each completed order, the Service Provider provides the Consumer with the opportunity to provide a textual evaluation (hereinafter: textual evaluation) and/or a rating on a scale of 1-5 (hereinafter: scoring, textual evaluation and scoring together hereinafter: rating). B. The Service Provider specifically encourages Consumers to leave a review after each order. C. The Consumer may not suffer any disadvantage in connection with submitting a review. D. The average score displayed to Consumers is always based on real and current data. It is calculated automatically by the Service Provider's IT system and cannot be modified by either the Service Provider or the Partners. E. The content of the text reviews displayed to the Consumers in all cases authentically reflects the real customer opinion, experience, and statement submitted by the Consumer. Neither the Service Provider nor the Partner may modify the text review submitted by the Consumer, however, the Service Provider may moderate the Consumer's opinion, i.e. in the cases specified in these Regulations, it will not display the Consumer's opinion on its Platform. F. Ratings can only be submitted on the Service Provider's Platform in relation to a placed order, thus all ratings are based on actual Consumer experience. The Service Provider does not provide incentives to the Consumer for submitting positive ratings, and does not accept compensation from the Partner. G. The Service Provider displays both positive and negative reviews uniformly, and neither the Service Provider nor the Partners select among them. H. The Partner has the opportunity to respond to the Consumer's review.

Evaluation process

1. The Consumer can place his order within the framework of the foodora services via two interfaces: on the web interface or in the mobile application. The Consumer can only rate the order after it has been successfully placed and delivered. The Service Provider strives to ensure that there is no difference in the method of ratings when using different ordering interfaces, so that the same aspects can be rated on both interfaces (in a pop-up window).
2. When using the mobile application, after successfully placing the order, the Consumer may receive a push message on their mobile phone about the possibility of rating, provided that they have previously enabled push messages sent by the application in their phone settings. Opening the push message will display a pop-up window that serves to submit the rating. The Service Provider's IT system generates the push message after successful delivery. If the Consumer - due to the lead time for generating the push message by the system - rates their order by opening the application independently of the push message sooner than the push message would arrive on their device, the push message will also arrive after submitting the rating, but the Consumer will not be able to rate the same order again by clicking on it. If the Consumer does not open or delete the push message, the pop-up window providing the possibility of rating will appear the next time the mobile application is opened, regardless of whether the push message was opened. If the Consumer has not previously allowed push messages to be sent by the mobile application, he/she can rate his/her previous order in the same pop-up window when opening the mobile application. If the Consumer does not use the rating option at this time either, the Consumer can then submit a rating by clicking on the “My Orders” menu item in the foodora application until the time limit specified in point 6 has expired. If the time limit specified in point 6 has expired, the rating option will not appear to the Consumer in any of the above-mentioned ways, or the Consumer cannot access it in any way, and he/she cannot submit a rating afterwards.
3. In the case of an order placed on the web interface, the Consumer will not receive a notification that the evaluation option has opened, and when the web interface is opened the next time, a pop-up window will appear, the interface of which is the same as the application's order evaluation interface, and the Consumer can evaluate the same aspects. If the Consumer does not use the option to evaluate the order after the pop-up window, the Consumer can then submit an evaluation by clicking on the "Orders & reorder" menu item on the website until the time limit specified in point 6 has expired. If the time limit specified in point 6 has expired, the evaluation option will not appear to the Consumer in any of the above-mentioned ways, or the Consumer cannot access it in any way, and cannot submit an evaluation afterwards.
4. The evaluable elements of foodora services are: the evaluation of the entire order, the evaluation of the individual items that make up the order, and the evaluation of the courier. The consumer can modify or delete the evaluation of the order before sending the evaluation. The consumer can evaluate the entire order on a scale marked with 1-5 stars or in text, and submitting this evaluation is mandatory for the consumer to be able to give a rating to the other elements of the order. The consumer can evaluate the items that make up the order separately by pressing the “like” and “dislike” buttons next to the order items. The consumer can evaluate the courier by pressing the “like” and “dislike” buttons next to the courier. The consumer can fill out the evaluation form in part or in full at his or her discretion, and partial completion can also be successfully sent.
5. The user submits their rating along with the name entered in the first name field during registration. The Service Provider transmits the following data to the Partner for the successful completion of the order: first name, score given to the order, other ratings submitted, order number.
6. The consumer has 48 hours from the opening of the evaluation option to rate it in the pop-up window of the application or the web interface. If the consumer has had several successful orders within 48 hours, he can rate any of his successful orders in the “My Orders” menu in the application and in the “Orders & Reorders” menu on the website. The Consumer can see under the same menu items when the deadline for rating a given order expires. The role of the deadline is to allow the user to express an honest opinion about foodora services, based on recent experiences as much as possible, which can be influenced by the passage of time in a positive or negative direction.
7. The submitted rating cannot be modified.
8. If the Consumer deletes their account, their previous ratings will remain on the Service Provider's platform, with the exception that in the displayed text ratings, the first name of the consumer provided at the time of the rating will continue to appear in the rating.

Partner's response

9. The Partner has the option to provide a text response to the Consumer's previously submitted text evaluation of the Partner.
10. The Consumer who previously submitted the rating will not be notified of the Partner's response, but can view it on the Service Provider's page for the given Partner by clicking on the "Ratings" tab. The Partner's response will display the name of the Partner unit as the name of the respondent. The Consumer will not have the opportunity to respond to the Partner's response.
11. The Partner can provide one response to a text review. The Partner does not have the option to modify their response.
12. The Partner’s response to consumer reviews is public and visible to all Consumers. Any Consumer may view any review given by any Partner and, if in their opinion the Partner’s response violates the moderation criteria listed in Section 22, may report it through the Service Provider’s customer service. Reported partner reviews remain visible on the Service Provider’s Platform until the Service Provider reviews them.
13. The Service Provider excludes all liability for the contents of the Partner's response - i.e. if the Partner makes an offer or assumes an obligation towards the Consumer in its response, for their authenticity or performance.

Displaying and using reviews

14. The aggregate arithmetic average of the scores given to the order (restaurant) for Consumers and Partners, as well as the textual reviews given by Consumers regarding the restaurant, are available on the foodora service interfaces.
15. The arithmetic average of the scores includes only the star rating (scale 1-5) given to the Partner. The rating scores next to the Partners on the foodora service interfaces are the arithmetic average of the scores given to the Partners on the scale 1-5 (scale: 1.0-5.0). Other ratings (courier) are not included in the average.
16. The Consumer may submit text reviews in any language, however, in the cases listed in point 22, the Service Provider is not obliged to display the text review submitted by the Consumer on its platform. Text reviews are displayed on the Partner’s page by clicking on the “View Reviews” button, and the Consumer can sort them based on the following criteria: Most Helpful, Newest, Highest and Lowest rated reviews. The Consumer can evaluate the usefulness of text reviews submitted by other Consumers by clicking on the useful button that appears below the review. If the Consumer selects the order according to the “Most Helpful” filter, the usefulness of the reviews is determined by an algorithm that takes into account the freshness of the review, the score and the number of “useful” votes given by other users.
17. When submitting a text review, the name entered by the Consumer in the “First Name” field during registration on the Service Provider Platform will be displayed. If the Consumer changes their name in the “My Profile” menu, the name displayed in their previously submitted text reviews will not change, so the name displayed at the time of the review submitted for the order will continue to appear in the text review.
18. If the total number of reviews received for a given Partner does not exceed twenty, the Service Provider will not display the reviews submitted for the Partner. As soon as the total number of reviews submitted for a given Partner is twenty or more, previously submitted orders will also be displayed and available on the Service Provider's platform. The minimum number of twenty orders to be displayed will only include orders that have not been moderated by the Service Provider, so the Service Provider will only display the twenty reviews for a given Partner if at least twenty reviews have been received for the Partner that have not been moderated.
19. The Service Provider is entitled to summarize and use the reviews for the purpose of developing its services and improving the customer experience, including reviews that do not exceed the limit set out in point 18 and are therefore not displayed, and reviews moderated by the Service Provider.
20. The Service Provider stores the reviews for an indefinite period of time.

Moderation of reviews

21. All text reviews submitted by Consumers will appear on the Partner's page that fall into the following categories: a. The review is about the food experience, regardless of whether it contains positive or negative feedback. b. Based on the assessment, foreign objects were found in the food. c. The review is about the price of the food. d. The rating is about the quantity of food. e. The review describes a problem with the quality of the food. f. The review is about a missing item (unless the item is not part of the order, additional requests, special instructions, etc.). g. The rating is related to the taste of the food. h. The review is about concerns about food packaging. i. According to the review, the image of the product on the menu is misleading.
22. The Service Provider may moderate orders placed by the Consumer that fall into the following categories, so these reviews will not be visible among the text reviews submitted to the Partner: a. The review contains offensive, obscene, and rude words. b. The review includes a comparison with other Partners or services provided by competing platforms. c. The review contains personal information (e.g. emails, website links, contact numbers, etc.). d. The review contains sexually explicit content, threats, sarcasm, or personal insults. e. The review contains prejudicial language against gender, age, religion, sexual preference, or race. f. The review promotes illegal or violent activities. g. The review criticizes factors other than the food or delivery experience (e.g. political commentary). h. The evaluation concerns business interests (work experience, promoting cheaper ordering through other methods, advertising a promotion, etc.). i. The assessment does not comply with legal obligations. j. The evaluation is related to courier/logistics/system issues or operational errors:
    • I Courier-related, such as courier compliance, courier attitude, bad delivery experience,
    • II Bad system experience, such as ordering experience, faulty system, application issues,
    • III foodora offers and coupon issues,
    • IV Receiving the wrong order,
    • V Spillage problem,
    • VI Any other review that is not related to the food offered by the Partner.
23. The Service Provider performs the moderation automatically. If the Consumer does not see the submitted text review on the Service Provider's platform, the Service Provider's system has deemed it to be in violation of one of the above categories. If the Consumer considers that the automatic moderation performed by the Service Provider is inappropriate, he/she may file a complaint in one of the ways listed in Chapter 10 of the Service Provider's GTC, in which case the Service Provider will also examine his/her complaint in a non-automated manner. If the Consumer sees a text review that he/she considers to be illegal or in violation of the Service Provider's GTC, he/she may make a comment or report it to the Service Provider in accordance with the provisions of Chapter 10, Section 10.12. of the Service Provider's GTC.
24. If the Consumer's textual evaluation falls into one of the cases listed in point 22 and the Service Provider does not display it, it will not be included in the Consumer's rated evaluation of the Partner.
25. After submitting an opinion that violates point 22, the Consumer will not be subject to any further negative evaluation when using the Service Provider's Platform, except that the opinion will not be published on the Partner's Service Provider's Platform.
26. If the Consumer does not wish to evaluate the aspects included in point 4 (e.g.: the Service Provider's service, if the Partner performs the delivery, the logistics services performed by the Partner, etc.), the Consumer may report these complaints to the Service Provider in accordance with Chapter 10 of the Service Provider's GTC.