What obligations does a Hardees operator have regarding refunds for delivery issues, and how does the Delivery Parameters and Refund Matrix at olo.com affect these obligations?
Hardees 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 85–541)
What This Means (2025 FDD)
According to Hardees's 2025 Franchise Disclosure Document, Hardees operators have specific obligations regarding end-user issues, including cancellations and refunds, when using the Olo platform for delivery services. Operators are required to use the platform to promptly address these issues.
Specifically, the operator must make commercially reasonable efforts to respond promptly to all end-user inquiries and use the Olo platform to address end-user issues, including cancellations and refunds. Additionally, the operator is expected to create tickets in the Dashboard or the Olo API for issues related to the order or delivery.
However, a Hardees operator cannot create any refund obligations for the Delivery Service Provider or Olo beyond what is specifically outlined in the Delivery Parameters and Refund Matrix located at olo.com. This matrix defines the extent to which refunds are to be provided, thus setting a limit on the operator's discretion in issuing refunds. Therefore, the Delivery Parameters and Refund Matrix at olo.com dictates the scope and conditions under which a Hardees operator can process refunds for delivery-related issues, ensuring consistency and preventing unauthorized refund obligations.