What programs is the Crave Cookies franchisee required to participate in at its own expense?
Crave_Cookies Franchise · 2025 FDDAnswer from 2025 FDD Document
omer complaints. Crave Cookies Franchising may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Crave Cookies Franchising may require Franchisee to reimburse Crave Cookies Franchising for any expenses.
7.15 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Crave Cookies Franchising for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and mystery shopping. Crave Cookies Franchising shall share with Franchisee the results of these programs, as they pertain to the Business. Franchisee must meet or exceed any minimum score requirements set by Crave Cookies Franchising for such programs. Crave Cookies Franchising may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
7.16 Payment Systems. Franchisee shall accept payment from customers in any form or manner designated by Crave Cookies Franchising (which may include, for example, cash, specific credit and/or debit cards, gift cards, electronic fund transfer systems, and mobile payment systems). Franchisee shall purchase or lease all equipment and enter into all business relationships necessary to accept payments as required by Crave Cookies Franchising. Franchisee must at all times comply with payment card industry data security standards (PCI-DSS).
Source: Item 22 — CONTRACTS (FDD page 47)
What This Means (2025 FDD)
According to Crave Cookies's 2025 Franchise Disclosure Document, franchisees are required to participate in certain programs at their own expense. Specifically, franchisees must participate in programs required by Crave Cookies for obtaining customer evaluations, reviewing compliance with the Crave Cookies system, and managing customer complaints. These programs may include a customer feedback system, customer survey programs, and mystery shopping.
Crave Cookies will share the results of these programs with the franchisee, as they pertain to the franchisee's business. Franchisees must also meet or exceed any minimum score requirements set by Crave Cookies for these programs. Crave Cookies may also set minimum scores that franchisees must receive from the public on internet review sites, such as Yelp or Google.
Additionally, franchisees must sell or issue gift cards, certificates, or other pre-paid systems, and participate in any customer loyalty programs, membership/subscription programs, or customer incentive programs designated by Crave Cookies, in the manner specified in the manual or in writing, all at the franchisee's own expense. Franchisees are obligated to honor all valid gift cards and other pre-paid systems, regardless of whether they were issued by the franchisee or another Crave Cookies business. Franchisees must comply with all procedures and specifications related to these programs.