The “fair use policy” is something we are used to hearing in Lebanon in the field of technology, with data consumption. But guess what? Zomato started implementing it as well.
On September 21, if you were browsing the Inbox / Spam folders around 10pm, Zomato would send you a broadcast stating the following:
Zumeto Gold’s journey in recent months has been nothing short of phenomenal. It would not have been possible without the trust and support of our friends and partners, so thank you for making it happen.
While we continue to make the program bigger and better for you, we also want to make Zomato Gold a more sustainable program for our restaurant partners. Therefore, as of September 21st, we announce a fair use policy for Zomato Gold –
Gold members will now be able to open the gold benefits once a day. You can continue to use your benefits at any time and any day.
It will be possible to open one gold for every 2 diners and a maximum of 2 gold openings on a table, regardless of the number of diners and friends on the table. Please refer
We are adding new partners to restaurants and constantly improving the program for you. However, we understand that if you do not agree with the updated fair use policy, and as of September 21st, we will offer hassle-free relative refunds on the Zomato app. For any question, please feel free to write to us at email@example.com or contact our chat support team. Thank you for the love you have shown for Zumeto Gold. We hope you continue to enjoy your golden benefits.
Program members visiting places with gold privileges since Sept. 22 are restricted to any table and cannot use the option again until 24 hours have passed since their last use.
As soon as they launched the app in Lebanon, a message popped up indicating the newly adopted ‘fair use policy’.
I understand what restaurants – who demanded it – are going through and the financial crisis in the country, but all of this had to be anticipated, studied and worked with accordingly.
I hope we see compensation just as India received (and Lebanon mistakenly received in the mail, first before what can be read above) which stated:
However, what the company needs to work on here, is the way they deal with their customers in chat support, especially those who have asked about fair use policies.
Here is a preview: