Alcohol Delivery & Age Verification Process
This guide provides the mandatory procedure for delivering alcohol. Compliance with this process is a top priority to ensure we operate legally and responsibly.
Failure to comply with these rules will have serious consequences for all employees involved, including the Hub Manager.
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Manager & Shift Lead Responsibilities
Hub leadership is responsible for ensuring the following:
The official "Safeguarded Method" document is printed and visibly displayed in the hub at all times.
All new staff are briefed on this process during their first shift.
Compliance with the age check process is checked regularly.
NVWA can ask to see this document when visiting, make sure to print out a physical copy (ENG and NL) and store along with the HACCP document.
The Rider's 4-Step Age Check Process
Follow these steps for EVERY order containing alcohol.
Arrive & Assess: Slide "Arrived" in the app. Look at the customer and estimate their age.
Rule: If the customer looks younger than 25, you MUST ask for ID.Request & Verify ID: Ask for a valid, official ID.
Valid IDs: Passport, Identity Card, Driver's License, Aliens Document.
NOT Valid: Paper copies, photos of an ID, or expired IDs.Enter Date of Birth in App: Check the date of birth on the ID to confirm the customer is 18 or older. Enter the full date of birth into the Workforce App when prompted.
Handover or Refuse: If the age is verified and the customer is not intoxicated, hand over the order and slide "Delivered". If you cannot verify the age, you MUST refuse the sale.
Handling Difficult Situations
Scenario: Customer is Underage or has No Valid ID
Do not hand over the alcohol. In the app, choose the option "The customer age couldn't be verified." Inform your Shift Lead so they can process a refund for the alcohol.
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Scenario: Customer is Visibly Intoxicated
You are not allowed to sell alcohol to a visibly intoxicated person, regardless of their age. Politely refuse the sale and take the alcohol back to the hub.
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Scenario: Customer Becomes Aggressive
Your safety comes first. Do not get into a discussion. Take the alcohol back with you, and call your Shift Lead as soon as it is safe to do so.
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Compliance & FAQ
What are Mystery Shoppers?
To ensure compliance, Flink uses "Mystery Shoppers" to test the age verification process. Always follow the process correctly, as failure to do so will result in consequences outlined in the Employee Handbook. Recently, mystery shoppers have been instructed to return alcohol purchases; please accept these returns and sign their form.
What about Alcohol-Free Beer or Contactless Delivery?
Alcohol-Free Beer: Even "alcohol-free" beer contains trace amounts of alcohol and **cannot** be sold to anyone under 18. The age check process still applies.
Contactless Delivery: This is **not permitted** for orders containing alcohol. A personal handover is required to perform the ID check. If a customer insists, the alcoholic beverages cannot be delivered.
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