Full Service Account Access Guidelines

FULL SERVICE ACCOUNT ACCESS GUIDELINES

FULL SERVICE SHOPPER ACCOUNT ACCESS GUIDELINES

Instacart is proud of its relationships with Full Service Shoppers and seeks to partner with professionals who meet and exceed customer expectations, follow industry norms, and comply with applicable legal requirements.

These Full Service Shopper Account Access Guidelines are intended to ensure that Shoppers and customers alike can use and enjoy the Instacart platform in a safe and professional manner. Failure to abide by these Guidelines may result in a Shopper’s account being deactivated. Note that, in some instances, Instacart may need to investigate an issue before determining whether account deactivation is appropriate. In those situations, Instacart may temporarily suspend a Shopper’s access to his/ her/ their account during the investigation.

Failing to Maintain a Safe Environment

The safety of Shoppers and customers -- and the public in general -- is Instacart’s first priority. In order to foster a safe environment for Shoppers and customers, Instacart does not permit activity on the platform that could injure others or create unsafe conditions. A Shopper’s account may be deactivated as a result of any of the following actions:

  • Violence/Aggression, including:
    • Carrying a weapon while providing services through the App and while on the premises of a third party retailer or a customer location, unless state law expressly prohibits this restriction
    • Assault, violence or threats of violence
    • Aggressive gestures
    • Abusive or threatening mental or verbal treatment
    • Harassing customers regarding money, pay, or tips
  • Theft/Shoplifting
  • Profanity
  • Unwanted verbal, written or online contact including, but not limited to, asking overly personal questions of customers, contractors, retailer employees or Instacart employees
  • Unwanted physical contact, or sexual conduct of any kind, towards customers, contractors, retailer employees, or Instacart employees while providing services
  • Use of alcohol or drugs while providing services
  • Property damage while providing services
  • Conduct that is harassing or discriminatory in nature, e.g., offensive gestures, slurs, or other unwanted conduct based on any category protected by applicable law
  • Bringing anyone along (including minors) who does not have an Instacart Shopper account while providing services on the platform
  • Engaging in conduct that jeopardizes food safety, e.g., including tampering with packaging or placing non-retail items in bags, failing to verify possession of insulated bags
Violation of Applicable Law or Regulation

Suspension or deactivation may result if a Shopper violates federal, state, or local law or regulation while providing services through the Instacart platform. Examples include:

  • Breaking any local, state, or federal law while providing services through the Instacart platform
  • Failure to maintain adequate insurance
  • For Shoppers who choose to deliver alcohol through the platform (in areas where such delivery is legally permissible), any failure to comply with relevant alcohol laws and regulations (e.g., not checking ID, forging a customer’s signature, making an unattended delivery on an order containing alcohol, delivering alcohol to a minor or visibly intoxicated person, or making unauthorized alcohol replacements)
  • For Shoppers who choose to engage in prescription delivery through the platform, any failure to comply with relevant privacy and information security laws and regulations, including the Health Insurance Portability and Accountability Act of 1996 and as reflected in Instacart’s Sanctions Policy. This includes failure to comply with applicable prescription delivery laws and regulations related to checking identification or leaving a prescription delivery order unattended.

Issues with Background Checks

Instacart conducts background checks of Shoppers to ensure that they meet safety standards. In accordance with applicable laws, Shoppers are given the opportunity to address any background check issues that may arise, but Shoppers who fail to meet the safety standards will be denied access to the platform. In cases where Instacart discovers after a Shopper signs the Independent Contractor Agreement that the Shopper fails to meet minimum safety standards, in accordance with applicable law, the Shopper’s account may be subject to deactivation.

Failing to Meet Acceptable Standards of Service

Customers who use the Instacart platform expect quality service. Because of this, failure to maintain the following minimum standards of service may result in deactivation:

  • Providing services that lead to repeated customer or retailer complaints
  • Failure to adhere to industry norms with respect to food safety, including but not limited to, failing to use insulated bags to protect food items that need to be maintained at a hot or cold temperature, or delivering products that smell of smoke
  • Repeated failure to deliver orders on time or to deliver a complete order, including:
    • Repeated failure to complete an order within a reasonable period of the time communicated to the customer
    • Failure to complete an accepted batch
Confidentiality Breaches

Just as Instacart protects Shoppers’ personal information, Shoppers are expected to protect the personal information of customers on the platform. Confidentiality breaches can occur in a number of ways. For example, a Shopper would breach the confidentiality provisions of the Independent Contractor Agreement by sharing the identity or address of a customer or another Shopper, bringing any other person who does not have an Instacart Shopper account along while providing services, or by taking screenshots of the Shopper App while it is displaying customer information or other personally identifiable or sensitive information. In addition, the Shopper App should not be used to text or communicate with customers on issues other than the customer’s order items, the status of order, or the manner of delivery. Confidentiality breaches may result in deactivation from the platform and may also result in Instacart pursuing additional legal remedies. Using confidential and/or personal information of customers obtained through the Shopper App to contact them outside of the Shopper App for any reason not immediately related to a customer’s open order is a breach of a Shopper’s confidentiality obligation under the Independent Contractor Agreement. Finally, in order to best protect the personal information of customers, Shoppers must have a secure password on the mobile device to prevent unauthorized parties from accessing a customer’s personal information through the Shopper App.

Fraud

Fraudulent or deceptive practices on the platform can harm Shoppers, Instacart, and customers. For that reason, the following acts may result in deactivation:

  • Misuse of payment card, including, but not limited to misappropriation of funds or cash-back attempts
  • Encouraging others to participate in fraud or to disrupt the reliability of the platform
  • Abusing the written terms of Instacart or written rules of retailers that apply to coupons, loyalty programs, referral bonuses, or any other promotion
  • Co-Shopping:
    • Delegating responsibilities to someone who does not have an Instacart Shopper account and whose activities are not conducted through the Instacart platform
    • Otherwise allowing another person access to the Shopper’s account for any reason
  • Holding duplicate Shopper accounts
  • Providing inaccurate or fraudulent information to Instacart during the sign-up process or otherwise, including providing an invalid or fraudulent signature on the Independent Contractor Agreement
  • Failing to maintain accurate, complete, and current Shopper account information
  • Any fraudulent activity conducted by a Shopper through a customer or Shopper account
  • The unauthorized use of Instacart’s trademark or intellectual property

Other

The Full Service Shopper Account Access Guidelines are not comprehensive, and Instacart reserves the right to suspend or deactivate a Shopper’s account based on violations of the Independent Contractor Agreement or for other reasons as deemed necessary in Instacart’s reasonable and good faith business judgment to ensure the safe and reliable operation of the Instacart platform. We will update the Guidelines as necessary and keep the updated version posted.


If your account has been deactivated and you have new information or evidence to show it was in error, please submit your evidence through the form found here. Please do not submit multiple requests, as that can delay the consideration of your request.

FULL SERVICE SHOPPER ACCOUNT ACCESS GUIDELINES

Instacart is proud of its relationships with Full Service Shoppers and seeks to partner with professionals who meet and exceed customer expectations, follow industry norms, and comply with applicable legal requirements.

These Full Service Shopper Account Access Guidelines are intended to ensure that Shoppers and customers alike can use and enjoy the Instacart platform in a safe and professional manner. Failure to abide by these Guidelines may result in a Shopper’s account being deactivated. Note that, in some instances, Instacart may need to investigate an issue before determining whether account deactivation is appropriate. In those situations, Instacart may temporarily suspend a Shopper’s access to his/ her/ their account during the investigation.

Failing to Maintain a Safe Environment

The safety of Shoppers and customers -- and the public in general -- is Instacart’s first priority. In order to foster a safe environment for Shoppers and customers, Instacart does not permit activity on the platform that could injure others or create unsafe conditions. A Shopper’s account may be deactivated as a result of any of the following actions:

  • Violence/Aggression, including:
    • Carrying a weapon while providing services through the App and while on the premises of a third party retailer or a customer location, unless state law expressly prohibits this restriction
    • Assault, violence or threats of violence
    • Aggressive gestures
    • Abusive or threatening mental or verbal treatment
    • Harassing customers regarding money, pay, or tips
  • Theft/Shoplifting
  • Profanity
  • Unwanted verbal, written or online contact including, but not limited to, asking overly personal questions of customers, contractors, retailer employees or Instacart employees
  • Unwanted physical contact, or sexual conduct of any kind, towards customers, contractors, retailer employees, or Instacart employees while providing services
  • Use of alcohol or drugs while providing services
  • Property damage while providing services
  • Conduct that is harassing or discriminatory in nature, e.g., offensive gestures, slurs, or other unwanted conduct based on any category protected by applicable law
  • Bringing anyone along (including minors) who does not have an Instacart Shopper account while providing services on the platform
  • Engaging in conduct that jeopardizes food safety, e.g., including tampering with packaging or placing non-retail items in bags, failing to verify possession of insulated bags
Violation of Applicable Law or Regulation

Suspension or deactivation may result if a Shopper violates federal, state, or local law or regulation while providing services through the Instacart platform. Examples include:

  • Breaking any local, state, or federal law while providing services through the Instacart platform
  • Failure to maintain adequate insurance
  • For Shoppers who choose to deliver alcohol through the platform (in areas where such delivery is legally permissible), any failure to comply with relevant alcohol laws and regulations (e.g., not checking ID, forging a customer’s signature, making an unattended delivery on an order containing alcohol, delivering alcohol to a minor or visibly intoxicated person, or making unauthorized alcohol replacements)
  • For Shoppers who choose to engage in prescription delivery through the platform, any failure to comply with relevant privacy and information security laws and regulations, including the Health Insurance Portability and Accountability Act of 1996 and as reflected in Instacart’s Sanctions Policy. This includes failure to comply with applicable prescription delivery laws and regulations related to checking identification or leaving a prescription delivery order unattended.

Issues with Background Checks

Instacart conducts background checks of Shoppers to ensure that they meet safety standards. In accordance with applicable laws, Shoppers are given the opportunity to address any background check issues that may arise, but Shoppers who fail to meet the safety standards will be denied access to the platform. In cases where Instacart discovers after a Shopper signs the Independent Contractor Agreement that the Shopper fails to meet minimum safety standards, in accordance with applicable law, the Shopper’s account may be subject to deactivation.

Failing to Meet Acceptable Standards of Service

Customers who use the Instacart platform expect quality service. Because of this, failure to maintain the following minimum standards of service may result in deactivation:

  • Providing services that lead to repeated customer or retailer complaints
  • Failure to adhere to industry norms with respect to food safety, including but not limited to, failing to use insulated bags to protect food items that need to be maintained at a hot or cold temperature, or delivering products that smell of smoke
  • Repeated failure to deliver orders on time or to deliver a complete order, including:
    • Repeated failure to complete an order within a reasonable period of the time communicated to the customer
    • Failure to complete an accepted batch
Confidentiality Breaches

Just as Instacart protects Shoppers’ personal information, Shoppers are expected to protect the personal information of customers on the platform. Confidentiality breaches can occur in a number of ways. For example, a Shopper would breach the confidentiality provisions of the Independent Contractor Agreement by sharing the identity or address of a customer or another Shopper, bringing any other person who does not have an Instacart Shopper account along while providing services, or by taking screenshots of the Shopper App while it is displaying customer information or other personally identifiable or sensitive information. In addition, the Shopper App should not be used to text or communicate with customers on issues other than the customer’s order items, the status of order, or the manner of delivery. Confidentiality breaches may result in deactivation from the platform and may also result in Instacart pursuing additional legal remedies. Using confidential and/or personal information of customers obtained through the Shopper App to contact them outside of the Shopper App for any reason not immediately related to a customer’s open order is a breach of a Shopper’s confidentiality obligation under the Independent Contractor Agreement. Finally, in order to best protect the personal information of customers, Shoppers must have a secure password on the mobile device to prevent unauthorized parties from accessing a customer’s personal information through the Shopper App.

Fraud

Fraudulent or deceptive practices on the platform can harm Shoppers, Instacart, and customers. For that reason, the following acts may result in deactivation:

  • Misuse of payment card, including, but not limited to misappropriation of funds or cash-back attempts
  • Encouraging others to participate in fraud or to disrupt the reliability of the platform
  • Abusing the written terms of Instacart or written rules of retailers that apply to coupons, loyalty programs, referral bonuses, or any other promotion
  • Co-Shopping:
    • Delegating responsibilities to someone who does not have an Instacart Shopper account and whose activities are not conducted through the Instacart platform
    • Otherwise allowing another person access to the Shopper’s account for any reason
  • Holding duplicate Shopper accounts
  • Providing inaccurate or fraudulent information to Instacart during the sign-up process or otherwise, including providing an invalid or fraudulent signature on the Independent Contractor Agreement
  • Failing to maintain accurate, complete, and current Shopper account information
  • Any fraudulent activity conducted by a Shopper through a customer or Shopper account
  • The unauthorized use of Instacart’s trademark or intellectual property

Other

The Full Service Shopper Account Access Guidelines are not comprehensive, and Instacart reserves the right to suspend or deactivate a Shopper’s account based on violations of the Independent Contractor Agreement or for other reasons as deemed necessary in Instacart’s reasonable and good faith business judgment to ensure the safe and reliable operation of the Instacart platform. We will update the Guidelines as necessary and keep the updated version posted.


If your account has been deactivated and you have new information or evidence to show it was in error, please submit your evidence through the form found here. Please do not submit multiple requests, as that can delay the consideration of your request.