The runners are not accountable for poor service. In the last week I've had two runners do something shady. The first said a popular establishment was permanently closed and canceled the order. I received no notification, had to discover it by just browsing the app waiting for my food. Today the guy accepted the order, claimed he was at the store, claimed the food was delivered, sent a FAKE picture, and I never received the order. I uninstalled. Bottom line: use Uber Eats or GrubHub.