Delivery Staff Background Check, Safety & Incident Response Policy
Version: 1.0
Last updated: 23 June 2025
This Policy governs the onboarding background checks, training, safety controls, incident reporting, investigation and remedial action for Delivery Staff engaged by Retailers and operating on the Nowx platform. It applies to: (a) all Delivery Staff performing deliveries, demos, installations or in-home trials; and (b) Retailers who engage such Staff.
Duty of care: Retailers must ensure Staff are fit-for-duty and trained.
Platform safety: Nowx provides technical controls and enforces standards; Nowx is not the employer.
Zero tolerance: Theft, sexual harassment, physical violence, or criminal acts → immediate suspension + investigation + potential ban.
Evidence-first enforcement: Actions are taken on documented evidence (logs, recordings, OTPs, photos, witness statements).
Retailers must ensure each Delivery Staff completes the following before being assigned live orders:
Identity verification: Government ID (Aadhaar, passport, voter ID) verified and retained in records.
Address verification: Recent utility bill or bank KYC confirming address.
Criminal background check: Basic police verification or third-party background check covering criminal record (where legally permitted). For high-risk categories (electronics, luxury goods), enhanced checks are required.
Employment eligibility: Proof of right to work in India.
Reference check: One professional reference or prior employer confirmation where available.
Retention: verification records must be retained for at least 3 years after termination of access.
Retailers must provide (and evidence) the following training prior to active assignment:
Platform usage & OTP procedures.
Trial handling, hygiene and product protection.
Customer privacy rules and lawful recording practices.
De-escalation, first-aid basics and emergency contact protocol.
Prohibited conduct and consequences.
Training must be refreshed annually (or sooner after material process changes).
Where applicable Retailers must equip Staff with:
Branded ID card + photograph, visible during deliveries.
PPE as required by product category (gloves, masks).
A secure device for Platform access (mobile) with up-to-date software.
Retailers are responsible for provisioning, maintenance and replacement.
Staff must always request consent and present ID prior to entering premises.
If Staff or Customer feels unsafe, the Staff must leave immediately and report the incident. Safety takes precedence over any order completion requirement.
Emergency escalation chain: Staff → Retailer operations lead → Nowx support hotline → (if required) emergency services / local police. Retailers must provide Nowx with a 24/7 operational contact for escalation.
Any incident (injury, theft, harassment, property damage, data breach, suspected fraud) must be reported as follows:
Immediate notification to Retailer operations lead (within 1 hour).
Formal incident report to Nowx via platform form or email (nowx@nowx.com
) within 12 hours.
Evidence to be attached: photos, time-stamped recordings (if lawful), OTP logs, geo-trace, witness contact details, returned product condition.
Retailers must preserve scene/evidence for investigation.
Nowx will acknowledge receipt within 24 hours and open an investigation.
Interim actions (suspension of Staff access, holds on settlements, temporary de-listing) may be taken immediately if safety, fraud or criminality is alleged.
Retailer must cooperate fully; failure to cooperate is a material breach and may trigger suspension or termination.
Depending on investigation findings, Nowx may:
Reinstate (no action) if allegation is unsubstantiated.
Impose corrective actions (retraining, written warning).
Suspend or permanently revoke Staff access.
Withhold or deduct amounts from Retailer settlements for verified losses.
Share evidence with law enforcement and support prosecution where criminal conduct is found.
Terminate Retailer relationship for systemic failures to comply.
All data collected during investigations (recordings, logs, reports) is treated as confidential and retained under Schedule F (DPA).
Nowx will comply with applicable law in handling and disclosing evidence to authorities.
Parties shall not destroy or alter evidence pending investigation.
Retailers must ensure insurance (Schedule G) covers incidents caused by Staff. Retailers indemnify Nowx for liabilities arising from Staff actions except to the extent attributable to Nowx’s gross negligence or wilful misconduct.
Retailers or Staff may request case review within 7 days of an adverse action. Nowx will provide a summary of findings and rationale; a formal appeal will be decided within 15 calendar days.
Upload ID, address & KYC for each Staff
Complete background check & proof on file
Complete platform training modules for each Staff
Provide ID card + PPE (if required)
Add 24/7 escalation contact in Retailer profile
Account/device fingerprinting and geo-fencing to detect misuse.
Mandatory OTP / e-sign before trial commencement.
Automated alerts for anomalous behaviour (high cancellation, repeated returns, failed verifications).
Right to block/blacklist devices and phone numbers tied to abuse.
This Policy is effective immediately and is subject to periodic review at least annually or after any material incident.