What are the operator's obligations, in addition to other obligations, regarding responding to end-user inquiries when providing delivery services for Carls Jr.?
Carls_Jr Franchise · 2025 FDDAnswer from 2025 FDD Document
- 4.2 Operator Obligations. In addition to the other obligations set forth in this Agreement, Operator shall also use commercially reasonable efforts to: (a) ensure they comply with the Delivery Guidelines; (b) ensure that they promptly respond to all End Users' inquiries; (c) use the Platform to promptly respond to all End User issues, including cancellations and refunds; and (d) use best efforts to create tickets in Dashboard or the Olo API, as applicable, for Selected Delivery Service Providers for issues related to the order or delivery in question. To the extent Operator integrates directly with the Olo API, Operator hereby agrees to any additional terms of service that may be applicable to its Selected Delivery Service Providers. Operator shall not create any obligation of the Delivery Service Provider or Olo to provide any refund other than as specifically set forth in the Delivery Parameters and Refund Matrix located at www.olo.com/deliveryparameters-and-refund-matrix.
Source: Item 23 — RECEIPTS (FDD pages 76–364)
What This Means (2025 FDD)
According to the 2025 Carls Jr. Franchise Disclosure Document, in addition to other obligations, the operator has specific responsibilities when providing delivery services. The operator must ensure they comply with the Delivery Guidelines, promptly respond to all End Users' inquiries, and use the Platform to promptly respond to all End User issues, including cancellations and refunds.
Furthermore, the Carls Jr. operator is obligated to use best efforts to create tickets in Dashboard or the Olo API, as applicable, for Selected Delivery Service Providers for issues related to the order or delivery in question. If the Operator integrates directly with the Olo API, the Operator agrees to any additional terms of service that may be applicable to its Selected Delivery Service Providers.
However, the Carls Jr. operator cannot create any obligation of the Delivery Service Provider or Olo to provide any refund other than as specifically set forth in the Delivery Parameters and Refund Matrix located at www.olo.com/deliveryparameters-and-refund-matrix. This means the franchisee needs to be aware of the specific refund policies outlined in that document to manage customer expectations and avoid creating obligations that cannot be fulfilled.