System Guidelines
Platform policies, standards & compliance
These guidelines define the rules and standards for all users of the One Stop Food platform. Chefs and travelers must accept them during verification.
1. General Platform Rules
Eligibility
- Must be 18 years or older to register as chef or traveler.
- Provide accurate, truthful information at all times.
- One active account per person per role unless admin-approved.
Prohibited conduct
- Fraud, fake orders, or payment manipulation
- Harassment, abuse, or discrimination
- Unsafe, misrepresented, or unlicensed food sales
- Off-platform payment solicitation
- False verification documents or impersonation
Consequences: Warning, suspension, or permanent removal.
2. Customer Guidelines
- Provide correct delivery addresses including city and district.
- Be available to receive orders or designate a recipient.
- Write honest reviews; use support for disputes.
- Avoid repeated frivolous cancellations.
3. Chef Guidelines
Professional standards
- Maintain a clean, safe kitchen environment.
- Use fresh ingredients and proper food handling.
- Accurately describe meals, ingredients, and allergens.
- Honor accepted orders within reasonable time.
Kitchen requirements
| Requirement | Detail |
|---|---|
| Kitchen type | Home, commercial, or shared — must be declared |
| Proof of kitchen | Valid supporting document required |
| Kitchen photos | Minimum 2 for home kitchens |
| Location | Accurate street, city, and district in Tanzania |
Legal documents
Upload valid food safety certificates, business licenses, food handling permits, and health inspection documents where applicable. False documents result in immediate rejection and possible permanent ban.
4. Traveler / Dropper Guidelines
- Handle food carefully; use insulated bags when possible.
- Follow traffic laws; deliver only to the order address.
- Maintain valid license, vehicle insurance, and ownership proof.
- Toggle online/offline status honestly.
- For cash on delivery, collect the exact platform amount only.
5. Verification & Approval
- Register as Chef or Traveler.
- Complete the verification form at /verify.
- Admin reviews documents in the Verifications queue.
- Account is approved, rejected, or sent back for more information.
6. Order & Delivery Policy
Flow: Customer orders → Chef accepts & prepares → Ready → Traveler delivers → Delivered → Review.
Refunds and cancellations are handled by admin through the Finance module based on order status and payment method.
7. Data Privacy
The platform collects name, email, phone, addresses, verification documents, and order history for service delivery and security. Documents are accessed only by authorized admins. Social sign-in never stores your Google/Facebook password.
8. Admin Moderation
| Action | When used |
|---|---|
| Suspend | Policy violations, fraud, repeated complaints |
| Reject | Invalid or incomplete verification |
| Delete | Only when no orders, meals, or reviews exist; otherwise suspend |
9. Communication
- System emails from: noreply@onestopfood.co.tz
- Support: support@onestopfood.co.tz
- Phone: +255 651 490 677
10. Acceptance
By completing verification compliance sections or continuing to use the platform, you agree to these System Guidelines, the Terms of Service, and the Code of Conduct.
Full document also available at docs/SYSTEM-GUIDELINES.md in the project repository.