GRANDLINK LLC

Public Service Standards

服务准则 · Service Standards

内部运营政策草案 · Internal Operational Policy Draft

本准则为 Grandlink 内部运营政策草案，不构成对雇佣身份、保险范围、TLC 状态、法律责任或特定结果的最终法律结论。涉及此类事项的正式文本上线前建议由律师审查。

These standards are an internal operational policy draft and do not make final legal conclusions regarding employment classification, insurance coverage, TLC status, liability, or any specific outcome. Formal language on those matters should be reviewed by counsel before production use.

中文版本

Grandlink 服务准则与公司规则

1. 专业行为

  • 工作人员应保持礼貌、专业，并对已分配的服务时间作出合理安排；如已知或预期发生延误，应及时记录并上报。
  • 不得辱骂、威胁、骚扰客户、司机、申请人或同事。
  • 不得传播客户、司机、订单或公司内部信息。

2. 客户沟通

  • 与客户沟通应使用专业、简洁、清楚的语言，并尽可能通过短信、WhatsApp 或平台系统保留必要记录。
  • 未经授权不得承诺退款、折扣、赔偿、额外服务或代表公司作出法律判断。
  • 争议、责任主张和例外处理应转交授权管理员或公司负责人。

3. 订单与调度

  • 所有订单应进入 Grandlink 系统，不得私下接单、私下改价、私下收款或绕开平台安排客户与司机。
  • 调度应使用状态符合平台要求的司机，不得向 suspended、rejected 或 pending_review 状态人员派单。
  • 派单前应核对时间、地点、车型、人数、行李及授权范围内的司机本单收入信息。

4. 保密要求

  • 客户资料、司机资料、收款信息、订单价格、平台财务信息和后台数据均属于内部信息。
  • 不得截图、转发、出售、泄露或用于私人目的。
  • 岗位或合作关系结束后，保密要求仍适用于此前取得的内部资料。

5. 付款与司机结算

  • 工作人员不得私自收取客户款项或改变客户应付金额。
  • 不得私自改变 Driver Trip Pay 或其他司机结算信息。
  • 司机收款资料只限获得相应权限的管理员处理和查看。

6. 代表公司沟通

  • 代表 Grandlink 沟通时应维护专业形象，并准确说明本人权限范围。
  • 不得以个人身份承诺公司事项，或向客户、司机披露内部矛盾、人员问题、敏感流程或未经确认的系统信息。
  • 不得发表可能不当损害公司、客户、司机或合作方声誉的言论。

7. 安全与合规

  • 不得安排未审核或状态不符合要求的司机接单。
  • 不得要求司机违反交通法规、机场规则或适用的当地监管要求。
  • 事故、投诉、迟到、爽约和客户争议应按平台流程记录并上报。

8. 问题记录与上报

  • 订单异常、客户投诉、司机问题、付款问题、地址变更和航班变更应及时记录。
  • 不得只作口头处理而不保留必要记录。
  • 重要事项应进入后台备注或指定的 issue record。

9. 利益冲突

  • 不得把 Grandlink 客户转给个人或其他公司，或私下联系客户绕开平台。
  • 不得利用公司资料、系统、品牌或其他资源开展未经授权的个人业务。
  • 不得向司机或客户索取私人利益。

10. 记录审查与处理

  • 平台可根据现有记录和具体情况审查被报告的问题或不符合准则的行为。
  • 根据适用协议、平台权限和相关要求，Grandlink 可采取适当的账号限制、暂停、终止合作或其他处理。
  • 任何处理应由授权管理员根据记录和情况决定，不应由工作人员自行宣布。

ENGLISH VERSION

Grandlink Service Standards and Company Rules

1. Professional Conduct

  • Personnel should remain courteous and professional, make reasonable efforts to meet assigned service times, and promptly record and report known or anticipated delays.
  • Abusive, threatening, or harassing conduct toward customers, drivers, applicants, or colleagues is not permitted.
  • Customer, driver, order, and internal company information must not be disclosed.

2. Customer Communication

  • Customer communications should be professional, concise, and clear. Relevant records should be retained through text, WhatsApp, or the platform where practical.
  • Personnel may not promise refunds, discounts, compensation, additional services, or make legal conclusions on the company’s behalf without authorization.
  • Disputes, liability claims, and exception requests must be escalated to an authorized administrator or company representative.

3. Booking and Dispatch

  • All bookings must be recorded in the Grandlink system. Off-platform bookings, unauthorized price changes, private collections, or bypassing platform arrangements are not permitted.
  • Dispatch must use drivers whose status meets platform requirements. Personnel marked suspended, rejected, or pending_review may not be assigned trips.
  • Before dispatch, confirm the time, locations, vehicle, passenger count, luggage, and authorized trip-pay information.

4. Confidentiality

  • Customer data, driver data, payout information, order pricing, platform financial information, and administrative data are internal information.
  • Internal information may not be captured, forwarded, sold, disclosed, or used for personal purposes.
  • Confidentiality obligations continue to apply to information obtained during the working or service relationship.

5. Payment and Payout Handling

  • Personnel may not privately collect customer funds or change the amount payable by a customer.
  • Driver Trip Pay and other payout information may not be changed without authorization.
  • Driver payout information is restricted to administrators with the required access.

6. Company Representation

  • When communicating for Grandlink, personnel should maintain a professional image and accurately represent the limits of their authority.
  • Personnel may not make company commitments in a personal capacity or disclose internal disputes, personnel matters, sensitive processes, or unconfirmed system information.
  • Statements that may improperly harm the reputation of the company, customers, drivers, or partners are not permitted.

7. Safety and Compliance

  • Unreviewed drivers or drivers whose status does not meet platform requirements may not be assigned trips.
  • Drivers may not be instructed to violate traffic laws, airport rules, or applicable local requirements.
  • Accidents, complaints, delays, missed trips, and customer disputes must be recorded and reported through the platform process.

8. Issue Reporting

  • Booking exceptions, customer complaints, driver concerns, payment issues, address changes, and flight changes must be recorded promptly.
  • Material matters should not be handled only verbally without an appropriate record.
  • Important matters must be entered in administrative notes or the designated issue record.

9. Conflict of Interest

  • Grandlink customers may not be redirected to a personal business or another company, and personnel may not contact customers to bypass the platform.
  • Company data, systems, branding, and other resources may not be used for unauthorized personal business.
  • Personnel may not request personal benefits from drivers or customers.

10. Review of Reported Noncompliance

  • Reported concerns or noncompliance may be reviewed based on available records and circumstances.
  • Grandlink may apply appropriate account restrictions, suspension, termination of participation, or other measures, subject to applicable agreements, platform authority, and requirements.
  • Any measure must be determined by an authorized administrator and should not be announced independently by personnel.

本页面用于公开说明 Grandlink 对工作人员、调度人员与司机的基本服务要求。申请或合作确认仍以相应申请流程、账户状态和适用协议为准。