DoorDash Content Guidelines
DoorDash Content Guidelines
DoorDash strives to maintain a high level of integrity with respect to published user content, including ratings, reviews, photos, and videos. All user-submitted content is subject to approval before publishing. To maintain a safe and trustworthy community, any content that does not comply with DoorDash’s Content Guidelines will be removed. Per DoorDash’s Consumer Terms and Conditions, violations of the Content Guidelines may also result in account suspension or termination, subject to DoorDash’s discretion.
To ensure the authenticity of user feedback, DoorDash will never edit, alter, or change your review in any way. As such, we may be unable to publish reviews that do not meet our guidelines. Submitted photos and videos may be enhanced, modified, or compiled by DoorDash for use across our platform. For example, DoorDash may feature your submitted video snippet as part of a broader video highlighting a local restaurant. Photos may be lightly enhanced by DoorDash to correct issues such as blurriness or lighting.
Our Content Guidelines were created with fairness and equity in mind for both DoorDash customers and merchants. We value your honest feedback.
To flag a published review for extra moderation, please report the review to our team using this FORM. |
Content Guidelines:
First Hand Customer Experience
Content submitted as feedback for a merchant must be based on a genuine, first-hand customer experience with the store. Non-patrons or customers with a conflict of interest, including current and former employees, competitors, investors, or owners, should not leave content for that store via our consumer facing DoorDash app. Content a business wishes to feature should be submitted solely via the Merchant Portal. Content which is suspected to be fraudulent will be removed, if available evidence supports the case for removal. DoorDash may take action against customers or merchants who repeatedly submit fraudulent content, including but not limited to account deactivation.
By submitting content, you represent you’re either the legal owner of the content in its entirety (including text, audio, photo, video) and/or have the legal right to submit such content for DoorDash to use (for example, to display on our platform). You also and acknowledge the content is governed by our Consumer Terms and Conditions.
Personally Identifiable Information (PII)
For your safety, content containing phone numbers, email addresses, physical addresses, social security numbers, personal social media accounts, or any other information considered personally identifiable will not be published.
Relevance (Non-Merchant Content)
Content submitted as feedback for a Merchant must pertain to your personal experience with a specific store (e.g. quality of items ordered, portion size, value for price). Only content containing relevant store content will be posted. This is to ensure that merchants do not receive negative commentary for issues (e.g. delivery related) that were outside of their control.
The following comments are considered delivery-related (and therefore not relevant to the merchant):
Dasher / Delivery feedback
Food temperature (e.g. “food was cold”, “food arrived hot”)
Arrival time
Food spillage
Food not received
The following comments are considered DoorDash platform-related (and therefore not relevant to the store):
Order canceled / not delivered
Single-serve accessories not provided (utensils, napkins, sauce packets)
Special instructions not followed
Issues placing order
Refund/ payment issues
Platform Fees
Issues with DoorDash app
Content not relevant to the store may not be published.
If you experienced a delivery-related or DoorDash platform-related issue, please see the following pages or visit our Consumer Help Center for resolution:
For faster resolution on delivery issues, use DoorDash’s Automated Help System.
Food Safety
In an emergency situation, please dial emergency services (911 for US/Canada, 000 for Australia, 111 for New Zealand) or visit your nearest Emergency Room.
If your content contains a food safety concern (e.g. foodborne illness, foreign object), we will do our best to redirect these to the appropriate team for investigation and resolution.
We encourage customers to reach out to our Consumer Support and Trust & Safety teams directly, where we can best address your concern:
If you were not satisfied with your food quality, please follow the instructions here to file a report
If you have experienced a serious allergic reaction or other serious food safety issue, please reach out to our Customer Support team here
Spam and Fake Content
Content which is suspected to be fraudulent will be removed. Content containing promotional content or external links are considered spam and will be removed.
Solicitation
At this time, DoorDash prohibits direct content solicitation from merchants. Stores should not request ratings, reviews, photos, videos, or other content directly from customers or offer incentives in exchange for content, as this constitutes a conflict of interest. Content which is suspected to be in connection with solicitation will be removed. DoorDash may occasionally offer incentives to customers for submission of content.
Profanity
Profanity of any kind, including mild profanity, acronyms, and profane symbols or emojis is not allowed. Please keep content appropriate for all members of our community.
Discriminatory or Derogatory Content
Community members are expected to exhibit respect toward everyone in the DoorDash community. Content that is dehumanizing, discriminatory, hateful, or bigoted, that threatens or advocates for harm, or that constitutes harassment, intimidation, or bullying is unacceptable and will not be published. This includes divisive symbols and imagery associated with discrimination.
DoorDash does not tolerate discrimination on the basis of race or ethnicity, religion, disability, age, nationality, sexual orientation, gender, or gender identity.
Sexually Explicit Content
Sexually explicit content will not be posted, regardless of intent. This includes reviews, photos, and videos that contain unwelcome or inappropriate sexual content, partial or full nudity, allusion to sexual acts or activities, emojis, and other content deemed sexually inappropriate. Please keep submitted content appropriate and respectful for all members of our community.
Violence, Threats of Violence
The safety of our community is extremely important, and we’re firmly committed to ensuring that everyone can use DoorDash safely and reliably. Any content or behavior that threatens or undermines the safety of our community is not tolerated. These include, but are not limited to:
Violent or gory content, including content referencing or depicting serious injury, death, or other bodily harms
Content or behavior that is physically or verbally threatening towards others and risks harm to people or property, including direct or implied threats of violence
Content that depicts cruelty to animals or people
DoorDash retains the right to take any action(s) deemed appropriate, including DoorDash account termination and reports to law enforcement.
In an emergency situation, please dial emergency services (911 for US/Canada, 000 for Australia, 111 for New Zealand) or contact local police.
Terroristic Content
The following is not allowed on our platform: Any commentary or photos that are viewed as supporting terrorism, terrorists and organized hate, any mention of a terrorist group or organization, any content that leads to radicalization or proclamation of a violent mission or recruitment. DoorDash retains the right to take any action(s) deemed appropriate, including DoorDash account termination and reports to federal agencies or local authorities.
Off Topic
Content submitted as feedback for a Merchant should be based on your experience with a specific store (see Relevance Non-Merchant Content). DoorDash is not intended as a forum for general political or social commentary. Off-topic content will not be published.
Offensive Content
DoorDash reserves the right to remove any content otherwise deemed inappropriate or offensive.
