Guidelines for all of us
BITE works because customers, riders and restaurants trust each other. These guidelines rest on three things: treat everyone with respect, help keep one another safe, and follow the law. Anyone who breaks them may lose access to BITE.
Treat everyone with respect
- Be courteous. Treat everyone politely, in person, in chat, on calls and in reviews.
- No physical contact or sexual misconduct. No touching, flirting, sexual comments or gestures, of any kind.
- No threats or abuse. No aggressive, threatening or rude behaviour or language.
- No contact after the order. Don't contact a customer, rider or restaurant after an order is complete, except to return a lost item through Help.
- No discrimination based on race, gender, religion, disability, sexual orientation, nationality, or any other ground in the Constitution.
- Respect property. Don't damage anyone's property, including bags, vehicles and premises.
Help keep one another safe
- No account sharing. Only the approved rider may deliver on a rider account, and only the account holder may use a customer account.
- Minimum age. BITE account holders must be 18 or older.
- Riders: keep your vehicle roadworthy and your documents valid, wear a helmet where required, stay alert, and share the road safely.
- Customers: give an accurate address and a safe handover point, and keep pets secured. In areas BITE has identified as high-risk, riders may hand over at a nearby safe meeting point.
- Restaurants: handle and pack food safely, seal every bag, label allergens and dietary claims honestly, and keep pickup areas safe for riders.
- Emergencies: call 10111 or 112 first, then use the in-app SOS or Help.
Follow the law
- Obey all road and traffic laws.
- No drugs or alcohol while delivering, and no delivery of alcohol, drugs or illegal items.
- No firearms or weapons on any BITE delivery.
- No fraud: no false problem reports, fake reviews, duplicate accounts, self-referrals, bag tampering, or marking an order delivered before handover.
- No cash or off-platform deals. All payments go through the app.
- Respect privacy: use contact details only for the order, and don't photograph or record people without consent (other than BITE's proof-of-delivery photos).
Your feedback matters
Rate each order and report anything that went wrong under Help in the app. Serious incidents can be reported in the app or at support@biteapp.co.za. Restaurants and riders choose which orders and offers to accept; repeatedly missing orders can pause a restaurant's store under its agreement.
How BITE enforces these guidelines
If someone breaks these guidelines, BITE may warn them, restrict their account, or remove them from BITE. Accounts may be put on hold while we review a report. Serious conduct, such as violence, sexual misconduct or fraud, can lead to immediate removal. Otherwise, the person is told why and can respond before any permanent action. We may also act to comply with the law or a request from authorities.