DOORDASH PRODUCT ADDENDUM - CUSTOMER SUPPORT SOLUTION

United States

Customer Support Solutions Product Addendum Effective Date: September 11, 2025

This DoorDash Customer Support Solutions Product Addendum (this “Support Addendum”) is incorporated into the Agreement. All capitalized terms used and not defined herein shall have the meanings ascribed to them in the Sign-Up Sheet, in this Customer Support Solutions Addendum, or in the Terms of Service between the Parties.

1. Customer Support Solution.

1.1 Basic Support.

1.1.1. DoorDash Responsibilities. DoorDash shall provide the following support (“Support”) during the Term:

1.1.1.1. DoorDash will monitor Merchant’s customer inbound phone calls and chats;

1.1.1.2.DoorDash will provide troubleshooting to Merchant’s customers for delivery orders;

1.1.1.3. DoorDash will adjudicate refunds to Merchant customers in accordance with applicable refund policy; and

1.1.1.4. DoorDash will create and share daily via the Merchant Portal a refund report for refund transactions occurring the previous day.

1.1.2. Merchant Responsibilities.

1.1.2.1. Merchant will secure the third-party rights and consent (if any) required for DoorDash to provide Support.

1.1.2.2. Merchant will issue refunds to Merchant customers in accordance with refund reporting provided by DoorDash.

1.1.2.3. Once the Support is fully implemented, Merchant will provide Merchant customers solely with contact information for DoorDash Support and will not provide customers with any Merchant-managed support channels (i.e., Merchant must update all customer communications and resources to include solely the DoorDash Support path).

1.1.3. Data Use. Notwithstanding anything to the contrary in the Drive Agreement, Merchant grants to DoorDash a perpetual, non-exclusive, royalty-free, non-assignable, non-transferable, non-sublicensable, limited, and fully paid-up license to use Merchant customer data obtained in connection with the Support to provide and enhance the Support services, provided that all such use shall comply with applicable law and DoorDash’s privacy policy for DoorDash Consumers.

1.1.4. Activation.

1.1.4.1. Merchant agrees to begin use of Support: (a) simultaneously with the rollout of the Drive On-Demand service if Merchant is new to the Drive On-Demand service, or (b) within 45 days after the Addendum Effective Date if Merchant is already using the Drive On-Demand service as of the Addendum Effective Date.

1.1.4.2. Merchant acknowledges and agrees that if Merchant is using the Support service for the first time, it may take DoorDash up to 45 days to fully onboard the Merchant to Support.

1.1.5. Term; Termination. The term of the Support begins on the Addendum Effective Date and will continue coterminous with the Drive Agreement until terminated (the “Support Term”). Either Party may terminate the Support Term at any time upon 10 days’ written notice, without terminating the Drive Agreement or any other addendum or service.

1.1.6. Opt-Out. If Merchant opts out of Support provided by DoorDash, then (i) Merchant will be solely liable for providing Merchant customers with appropriate support paths including all costs or losses incurred in connection with such Merchant-provided customer support, and (ii) DoorDash may hold Merchant liable, and therefore withhold from payments due Merchant or invoice Merchant accordingly, for up to 100% of costs or losses incurred by DoorDash (e.g., the value of DoorDash credits or gift cards issued to customers) in connection with inbound support requests received by DoorDash from Merchant customers.

1.2. Premium Support. Premium Support is an add-on to Basic Support and is not a standalone support model. For clarity, by its usage of Premium Support, Merchant agrees to all of the Basic Support terms and conditions set forth above, in addition to the following terms and conditions specific to Premium Support:

1.2.1. Fee. Upon activation of Basic Support, DoorDash will provide Merchant with trial access to Premium Support, free-of-charge for a duration of 90 days. If Merchant chooses to continue use of Premium Support after the Premium Support trial period expires, then in exchange for the Premium Support, Merchant will pay DoorDash on a forward-looking basis the Premium Support Fee for each Order under the Drive Agreement, which will be invoiced to Merchant under the standard billing cycle.

1.2.2. Refund Fraud Prevention: DoorDash will provide refund fraud prevention support to Merchant under the Premium Support model, which includes:

1.2.2.1. DoorDash automated review of customer refund requests to identify potential fraudulent activity; and

1.2.2.2. DoorDash manual review of flagged customer refund requests for cases requiring further scrutiny.

1.2.3. Data Use:

1.2.3.1. Merchant agrees to provide to DoorDash the applicable order details, customer data and transaction data necessary for DoorDash to perform fraud investigations.

1.2.3.2. DoorDash may use transaction data to improve its fraud detection algorithms and enhance fraud prevention services.

1.2.4. Disclaimer: Premium Support does not guarantee the detection or prevention of fraudulent transactions, and DoorDash shall not be liable for any fraud-related claims or losses. DoorDash reserves the right to modify fraud detection criteria, review processes, and coverage, at any time in its sole discretion.

2. Miscellaneous. In the event of any conflict between this Support Addendum and the Agreement, this Support Addendum shall govern. Except as specifically set forth herein, there are no other modifications to the Agreement and all obligations outlined in the Agreement are ratified and remain in full force and effect