Terms And Conditions

Time and shifts

Total shift hours are six, you will have thirty minutes break that can’t be taken at once, it should be divided to periods of 5 to 15 minutes. Your break can be refused for the below reasons:

- If the time you asked to take the break at was a busy time.

- If you have ongoing order that is not completed yet.

So, you should choose the best time for break to ensure that it will not be refused.
Working in Sabag is divided to shifts, total hours in each shift are 6 hours. The captain should submit his next week schedule four days before the week starts. The week starts Sunday and ends Saturday so you should submit your schedule on Tuesday, Wednesday, and Thursday.
We have 8 shifts per day as below:
- 6:00 Am -12:00 PM

- 8:00 Am – 14:00 PM (2:00 PM)

- 10:00 Am – 16:00 PM (4:00 PM)

- 12:00 Pm - 18:00 PM (6:00 PM)

- 14:00 Pm – 20:00 PM (8:00 PM)

- 16:00 Pm – 22:00 PM (10:00 PM)

- 18:00 Pm – 00:00 Am (12:00 AM)

- 20:00 Pm – 2:00 AM

The number of captains for each shift will be determined by the Operations Department of Sabag Company.
When the captain fills in the application form, he must specify the days and shifts he would like to work during the week, if for any reason you can’t work as the schedule, please contact your supervisor one week before. If the captain wishes to change his scheduled shift, he also should contact his supervisor to arrange based of what the company sees fit.
If the captain did not start his shift within ten minutes, the system would stop him for two hours. If he does not show up for his shift after two hours, he will be blocked for two shifts. If he continues to do so, he will be stopped from booking shifts for two weeks. and after that he will be blocked from working with Sabag.
The captain must stick to the shift he chose, and if he is unable to complete it due to illness or an emergency, he must notify the direct supervisor before leaving the shift.
The captain has the right to extend the shift time by sending a request to the direct supervisor, and the extension will be approved according to the period that the administration deems appropriate in case there is a need for it.
The captain has the right to cancel the reserved shift 48 hours before it starts after communicating with the supervisor and obtaining approval from him. But if he is forced to cancel the shift within the next 24 hours, he must also contact the supervisor and get his approval. The captain is not entitled to cancel the shift an hour before the start of the shift.
The captain has the right to obtain the necessary training from the company on the company's application and has the right to communicate with the support department in the cases that require it.
The captain has the right to the full delivery fee if the customer does not receive the order for any of the reasons for which the captain has no control.
Sabag application contains a heat map that the captain can activate to know the high demand locations to go.

The wage

The captain will be paid on a semi-monthly basis (every two weeks).
Payment will be made through the electronic wallet (Zain, Umniah, Orange) or through the bank account that will be provided to the company upon signing the contract.

Performance Evaluation

1- The evaluation of the captain is divided into four categories arranged from highest to lowest: Diamond, Gold, Silver, and newly appointed. The captain is evaluated, and his category is determined based on the following criteria:

The captain’s job performance in terms of:
- the rate of acceptance of applications

- the actual working hours

- the percentage of orders delivered per hour

- the appearance at work and commitment to the specified shifts.
His job behavior in terms of:
- adhere to the uniform

- adhere to formal and informal instructions

- Excellent interpersonal skills with customers, clients, and coworkers

- No complaints were received against him

- Maintaining the order and delivering it as its received

2- The captain has the right to know his evaluation and performance in the current and previous periods, and he has the right to know his cash collection at any time through a Sabag agent application.

Captain's Obligations

He must have a valid driver's license
He has his own car or scooter, or he has a written power of attorney to work on it from its owner.
The Vehicle must be modern and free from defects and problems that may affect the work of the captain.
The captain should sign a draft worth 1000 dinars, which is refundable upon the end of the captain’s work with the company.
He pays 100 dinars for the costume and the delivery bag.
Bring a non-conviction certificate.
Have the ability to use electronic devices and online applications as well.
Commitment to the company’s policies and the company’s procedures manual about dealing with customers and clients.
Adherence to official and unofficial orders, such as keeping the food delivery bag clean, wearing a mask, gloves, personal hygiene, and the cleanliness of the vehicle.
The captain is responsible for the losses of the order if these losses result from his negligence and lack of responsibility towards the client and the customer.
If the captain continues to receive a bad evaluation and he has many complaints, he gets a verbal warning first, then a written warning, and then a week-long suspension from work.
The captain should not work with competing companies without the written approval of Sabag Delivery Company.
The captain must not keep more than 200 dinars with him, which he collected from Sabag delivery customers, since the system will Automatically stop him from receiving orders due to the limitation reach. The system will not be open for him until after he deposits it into the wallet or the company’s bank account noting that deposit commission for the wallet will be charged to the captain.
The captain should not work with competing companies without the written approval of Sabag Delivery Company.

The deposits will be applied as below:

- Shifts that end between one in the afternoon and eight in the evening must deposit their revenues on the same day with a request for a deposit break for the period they will need to deposit.

For the shift that ends at ten o’clock in the evening, the dues are deposited the next day immediately after the banks open their doors and before the start of the shift for that day.

The captain's failure to deposit on the specified date exposes his account to suspension until the full amount is deposited.

The captain must abide by the rules of traffic and public safety and drive in a safe manner on the road, with the obligation to wear a helmet for the scooter driver.
The captain should not tamper with the order when receiving it, and make sure that the order is closed with the label of a Sabag Delivery Company and delivered it to the customer in the same condition as when receiving it from the restaurant.
The captain should make sure to put the order inside the food container in the car or scooter and go directly to deliver it to the customer, to prevent it from being damaged on the road, especially in the summer and extreme heat.
The captain must inform his supervisor in the event of an emergency that prevents him from complying with his shift or presenting it to others for receipt.
The captain must abide by the company’s official uniform, pay attention to appearance and personal hygiene, and should not wear anything offensive to public modesty or inconsistent with the nature of work and the prevailing norms in the country.
The captain must have a smart phone with internet service available throughout the shift.
The captains must communicate with the customer upon his arrival at the restaurant to take the order and to ensure that he is at the address mentioned in the order.

General Cases

In the event of the order being delayed due to the restaurant’s delay in preparing the food, the customer will be informed via the application that the delay is due to the restaurant and not the captain, and in this case, the captain deserves the full delivery fee if the order is taken.
In case the customer is late in receiving the request after the captain arrives at the customer’s place due to his failure to answer the phone or messages, the captain deserves the full fare without any decrease.
The case of returning the order to the restaurant due to the inability to communicate with the customer after the captain arrives at the delivery area. The captain should be fully paid, and the restaurant must bear it.
If the customer cancels the order after the captain accepts it and before he goes to the restaurant, in this case, nothing is paid to the captain, and the captain must wait for another request.
In the event of an accident or overcrowding on the way to delivering the order to the customer, Google Maps will show this on the application for both the company and the customer.
If the captain arrived to the customer and the customer’s refused to receive the order for a reason specific to the restaurant. In this case, the captain communicates with the support team to put him on a break to return the order. The captain deserves the full delivery fee, and the restaurant bears it.
The customer refused the request for reasons related to the delivery of the request and the way the captain dealt with it, which led to his arrival in an unsatisfactory condition for the customer. In this case, the captain bears the price of the request and is not entitled to the delivery fee.
The captain’s car malfunctions while he is heading to the restaurant to receive the order. In this case, the support team must be informed of this to give the order to another captain, and the current captain is not entitled to any entitlements.
A malfunction occurs in the captain’s car while he is heading to deliver the customer's request. In this case, too, the support department must be informed to find another captain to deliver the request, and thus the other captain is entitled to the delivery fee. In the event of the request being delayed and the customer refusing to receive it, the first captain bears the cost of the request and delivery.
The customer refused to receive the order because it was different from the request requested in the application due to the restaurant’s mistake in this. In this case, the restaurant bears all the expenses, and the captain deserves the delivery fee.
In the event that the customer rejects the request due to the captain’s negligence in matching the order with the customer’s request upon receipt from the restaurant, the captain bears all the expenses and is not entitled to the delivery fee.
The customer refused to receive the request due to the captain’s delay in delivering it. Here, the captain bears all the expenses if the delay was due to him and not to general emergency circumstances.
The customer refused to receive the order due to the captain’s delay in delivering it due to general circumstances. The captain must inform the support center that there is an obstacle that is causing the delay in the delivery of the order. The captain must be contacted to inform him about the delay, if he refused the order due to the delay, support team will contact the restaurant to solve the issue.
In the event that the captain reaches the customer and discovers a lack of demand due to the restaurant, the captain must inform the support department to put him on a break to return and fill the shortfall in demand, and here the restaurant bears all the expenses.
If the captain reaches the customer and discovers a lack of demand due to the captain’s negligence, the captain must inform the support department to put him on a break to return and fill the shortfall in the request, and here the captain bears all the expenses.
If the captain arrived to the restaurant, but the restaurant has not yet started preparing the order, the captain must inform the support department of that so that the delay is not counted against the captain’s time.
The captain's phone is lost or broken. In this case, the captain must contact the support department directly from any public phone.
If the internet connection is interrupted during the delivery process, the captain must communicate with the customer by phone.
The customer receives the order and refuses to pay. Here, he must contact the support department and follow their instructions. In this case, if the customer refused to pay for any compelling reason, the captain deserves the full delivery fare, and the restaurant must bear all expenses.
The captain was late in receiving the order from the restaurant, and the customer refused to receive it because of the delay. In this case, the captain bears all the losses.
Spilling the request with the captain in this case, the captain must communicate with the support department and follow their instructions.