Edible.com Program

• Fulfill, for delivery and/or pick-up, all Guest orders generated through the Edible.com Program and sent via the owner portal of Edible Connect 

• Immediately log every order in Store Management System (SMS);  

• Immediately perform SMS updates as they become available;  

• Manage and attend to all communications through the owner portal of Edible.com, including new messages and event messages;  

• Maintain inventory of all required items;  

• Accept all Edible® promotions and/or discounts;  

• Strictly follow the Operations Manual, nSpire and any additional rules, regulations, programs, procedures or systems required by Edible® in the future;  

• Make all scheduled payments due and owed to Edible®, other franchisees and/or affiliates and third parties, including approved Edible® vendors, in a timely manner;  

• Order all produce chocolate, frozen items and all applicable products from your FRESH vendor through the FRESH program;  

• Resolve Guest complaints within 24 hours according to the prescribed complaint resolution standards in the Operations Manual;  

• Submit Profit & Loss Statements (P&L’s) and all requested financial documents required by Edible® in the time-period requested; and 

• Adhere to all requirements and strive to meet all Key Performance Indicators (“KPIs”) specific to third-party affiliates including but not limited to DoorDash, Uber Eats, ezCater, Hospital Gift Shop, and Skip the Dishes! (Canada) as described herein. 

Our Guests expect the best products and service from us - we must consistently exceed their expectations. The Edible.com Program is designed to enhance our Guests' Edible® experience by providing them with the extraordinary convenience of placing orders through various outlets such as the internet, web applications and the call center and via our inter-franchise system.  

However, simply providing easy access for our Guests to place orders is not enough. We must also ensure that all orders are accurately fulfilled as expeditiously as possible and delivered to the satisfaction of those Guests. The Edible.com Program Policies and Procedures were created to help you obtain the level of Guest satisfaction for which you should provide daily. To protect our valuable Guest relationships, failure to adhere to these Edible.com Program Policies and Procedures and to correct that failure promptly after notice may result in the temporary suspension of your access to Edible.com Program activities, including receipt of orders generated by any or all the Edible.com Program digital order aggregators. Multiple violations may result in the permanent suspension or termination of your access to Edible.com Program activities or Edible’s exercise of its other rights under the Franchise Agreement.  

Section 2. Managing Your owner portal of Edible Connect 

 It is the store's responsibility to manage its Edible.com Program options and features, including, but not limited to:  

• Manage Store Users: Edible® recommends that only owners have access to sensitive information. Users can be managed under the Edible.com User Area.  

• Messages and requests for events should be answered within 24 hours.  

• Store Hours: The minimum hours outlined in the Operations Manual must be followed. Store hours may be extended through the owner portal of Edible Connect to open earlier and close later than the minimum required hours. It is the franchisee's responsibility to ensure store hours are accurate.  

• Taxes (including product taxes): Stores should adjust their taxes through the owner portal of Edible Connect. It is the franchisee's responsibility to ensure that tax rates are set properly for all in-store transactions. Edible® will not recommend or give guidance when it comes to taxes and therefore recommends that each franchisee consults with a tax attorney or accountant to ensure that tax rates are set properly for their area(s). As a reminder, Edible® owns responsibility for setting taxes and paying remittance for all Edible.com Program orders (i.e. web and app orders), and the franchise system  

• Product Management: To fulfill the needs of Edible’s growing Guest base, all Edible® franchisees must offer full product availability, as defined in the Operations Manual, every day. This means that each franchisee must (unless Edible® approves otherwise) offer to Guests each day all the products available through the Edible® system. It is each franchisee's responsibility to ensure 100% product availability daily. Products not available in the store's Edible.com will  show as “not available” for the store when an order is placed through Edible.com Program order aggregators. Stores can and should verify daily through Edible.com Product Management that they are showing 100% product availability. The Availability Warning Pop-up will showcase items not then offered at the franchisee's store based on information available to Edible®. It is each franchisee's responsibility to correct the deficiency by making sure that all Edible® products are available from its store.  

• Guest Connection: Stores must check and respond to guest connection inquiries promptly. Inquiries or complaints not responded to promptly may be handled according to the Refunds and Adjustments Policy as stated below in Section 3. 

If an Edible® franchisee is unable or unwilling to offer full product availability at all times as required by Edible®, Edible® has the right, among other things, to fulfill, through other means (for example, another franchisee), all orders that the franchisee is not then able to fulfill until such time that Edible® is satisfied that the franchisee can and does offer 100% product availability. Successful businesses do not turn away Guests because they are not prepared to sell the types of products offered to the public by the system or are unable to handle Guest volume. Each Edible® franchisee must be always prepared to handle the system's full product line to fulfill all Guest requests.  

There currently are only three (3) exceptions to the franchisee's obligation to maintain 100% product availability:  

• Featured Collections (an option for stores to offer fewer arrangements than the system's full product line), as defined and categorized in the Operations Manual, can be managed within a 48-hour time frame, except for holidays. Featured Collections may change monthly at Edible® discretion.  

• Holiday Collections, as defined and categorized in the Operations Manual and communicated in advance via Edible.com, are available only during selected holiday time periods and can be changed at any time at Edible® discretion.  

• Edible® at its sole discretion, has the right to approve or deny a franchisee's request through Edible.com  to "turn off" its availability in exceptional, unavoidable circumstances. If a franchisee "turns off" its availability (whether or not with Edible’s prior approval), leaving no ordering options available for Guests, Edible® may direct all of its orders to other franchisees who "back up" the areas, as defined in the Operations Manual, or to any other franchisee or service mechanism Edible® specifies until the franchisee satisfactorily restores full availability and service.  

Menu Management: Third Party 

The menus for all third-party order aggregators that are part of the Edible.com Program are     managed by Edible® with the third-party partner directly. Stores will not have the ability to edit     their menus for these order aggregators, however, they may submit a Help Desk ticket for support in having an item removed from their menu in the even the item becomes out-of-stock temporarily. 

Section 3. Edible.com Program Order Management  

Order Fulfillment  

Order fulfillment represents the lifecycle of the Guest order from the point of sales to delivery of product to the recipient. Our reputation will continue to be defined by our record in providing Guests with simplicity and efficiency throughout the order fulfillment process and outcome.   

Our Guests expect their orders will be fulfilled as specified on their choice dates. We must be ready and able to satisfy their requests to be the Guest's first and only choice to fulfill their gift-giving and self-indulgence needs.  

All Edible® franchisees must fulfill all orders received from the Edible.com Program. The Edible.com Program may include, but is not limited to, the following orders and transactions:  

• All Internet orders received from the on-line ordering components of one or more Edible-owned websites (edible.com, edible.ca, freshfruit.com, etc.) and/or the Edible app;  

• All Guest Order Team ("Customer Care Center") orders received from the Edible system-wide Call Center;  

• All Inter-franchise orders;  

• All Gift Card transactions;  

• All orders from any Edible® Third Party affiliated programs and/or partnership including but not limited to DoorDash, UberEats, Skip the Dishes! (Canada), ezCater, and Hospital Gift Shop;  

• All additional order aggregator channels that Edible® may develop or partner with to bring the franchisees incremental orders; 

• All promotional orders generated by Edible® and/or affiliates; and  

• All other orders identified in the Franchise Agreement and Operations Manual.  

• Edible® and/or its affiliates reserve the right to admit into the Edible.com Program any and all other types of orders and transactions in the future.  

Order Type: Delivery Orders   

Many of our Guests prefer the convenience and value that Edible® offers by choosing to have their orders delivered by Edible® or one of our third-party delivery services. The appeal of this option to Guests cannot be overestimated because, in today's busy society, Guests appreciate and will more readily frequent businesses that understand their hectic lifestyle and offer a service that can help alleviate some of the constraints placed on their time. Edible® recognizes the importance of delivery in our business model in relation to overall Guest satisfaction, which gives us a competitive advantage over other businesses in or related to our category. As such, it is vitally important that Edible® franchisees strictly follow all delivery policies and procedures as outlined in the Operations Manual.  

  
  As part of the order fulfillment process, all orders received through the Edible.com Program via thw owner portal of Edible.com, regardless of the type of order, and designated as a delivery order must be delivered during normal, minimum business hours. 

• Monday-Friday,9:00a.m.-700p.m.,   

• Saturday 9:00a.m.-7:00p.m., and   

• Sunday for any six (6) consecutive hour period, local standard time, unless instructed or agreed upon otherwise by Edible®, subject to change any time at the discretion of Edible® as listed in this Operations Manual, and during holiday hours as posted on nCompass prior to each holiday.  

• All delivery orders must be immediately logged in the Store Management System ("SMS") as outlined in the Operations Manual.  

• In many cases, our delivery service allows us to capture the growing market of consumers who routinely make impulse purchases regarding gift giving and self-indulgence. That is why all Edible® franchisees must maintain at least the minimum same-day delivery cutoff time for new orders of one (1) hour prior to the closing time established by the daily minimum business hours, subject to change any time at the discretion of Edible®. 

• Third Party orders must be fulfilled within the hours specific to these order aggregators. Hours of operation for all third-party affiliates are one (1) hour post store opening and one (1) hour prior to store closing based on the required store operating hours as outlined in the Edible Operations Manual. 

The Delivery Experience 

Our Guests expect to be treated fairly in every step of the order fulfillment process, including delivery. The timeliness, accuracy and quality of the delivery is paramount to successful order fulfillment. Our competitor set has expanded and many offer near immediate delivery of food and food-adjacent self-indulgence and gift-giving products. It’s our job to ensure flawless execution of the Edible® delivery experience to ensure we win customers for life not just on our incredible products, but the overall Edible® experience. 

Our Guests are counting on us to deliver their orders on time. If you are having trouble in completing a delivery or fail to complete a delivery, it is imperative that you try to preserve the Guest relationship by immediately notifying the Guest of the predicament and offering a satisfactory solution that meets their needs and expectations. Quick communication and a little empathy go a long way towards Guests that may be disappointed due to inability to deliver an order as expected. The way you manage this will also determine if that Guest will remain and/or become a lifelong, loyal Guest to your store and the system. Franchisees must attempt to resolve any issues with Guests first through a phone call, using email only as a last resort.  

Guests occasionally will order multiple products to be delivered to the same address at the same date and time. Because a single delivery is being made for all products to the same address at the same time, franchisees must charge the Guest only one delivery charge. Franchisees may not charge multiple delivery charges in this instance. 

Stores that consistently fail to provide delivery experiences aligned with the above expectations will be removed from the Edible.com Program, losing the ability to receive orders from the program either temporarily, until the behavior is resolved, or permanently. 

The Delivery Experience: ezCater Note 

ezCater orders will be handled and delivered like all other Edible.com Program orders with the exception that there is a partner-specific time element that is required. ezCater orders must be prepared and ready for pick-up 15 minutes before the anticipated pick-up time. We strongly suggest the use of UberDirect and DoorDash Drive in addition to the support of your Delivery Ambassador to deliver these orders timely and as expected. 

Order Type: Pick-up Orders  

The percentage of Guests opting to pick-up their Edible® products is increasing as our brand awareness continues to evolve. When a Guest elects to pick-up their order in your store, this is your opportunity to give that Guest a WOW-worthy experience and win the Guest for life. To avoid any unnecessary frustration or disappointment of our pick-up Guests, all orders received through the Edible.com Program via the owner portal of Edible.com designated a pick-up order must be prepared and ready for pick-up by the time allotted by the Guest, which can be as soon as 15 minutes from placement.   

All pick-up orders must be immediately logged into SMS as outlined in this Operations Manual. In addition, franchisees must strictly follow all pick-up policies and procedures as outlined in the Operations Manual.  

As a reminder, pick-up orders are also your chance as a franchisee to up-sell the customer with additional products to make their gift extra special and/or offer them ‘bounce back’ incentives to return to your store the next time they need the perfect gift or treat. Pick-up orders are your chance to make real connections with your customers and win them for life. Invest in training your staff for this endeavor appropriately. 

Accepting Orders 

Taking an order from our Guests is a privilege considering the many other choices available. We should never take an order for granted, and we must always go above and beyond to ensure that every single Guest feels welcomed, appreciated, and valued. Our own actions help form a Guest's perception of us and our brand, and the simple act of accepting an order, no matter how big or small, can be the catalyst for ongoing, lucrative Guest relations or, if not done properly, be the unnecessary inhibitor that prevents your store and the system from gaining the trust of a Guest.  

It is essential that Edible® franchisees accept all Guest orders received through the Edible.com Program. Franchisees are strictly prohibited from cancelling, rejecting, forwarding an order, or contacting a Guest to request that the franchisee be allowed to fulfill the order on a different date at the franchisee's convenience, EXCEPT in the following situations:  

• Area not serviced: if an order is sent by another store for a postal code that the franchisee does not service (as defined by your permitted areas of operation on the Edible® website);  

• Item not available: if the franchisee has run out of a container and/or item and indicated the unavailability of that item;  

• The receiving store that has sold out of an item must immediately send a Help Desk request to have the item turned off for future orders. Once the store receives the item in stock, the franchisee must turn on the item in the owner portal of Edible.com .  

• Order is received for same-day delivery after the current minimum cutoff time, which is currently one (1) hour prior to the end of the established daily minimum hours, as specified in the Operations Manual.  

• Note: if a Guest begins the on-line order process before, and completes the process after, the minimum cutoff time, the franchisee must fulfill and deliver the order that same day. 

Accepting Orders Details: Third Party Orders 

 As stated above, any order is a valued order. Franchisees that wish to receive orders from the Edible.com Program do not retain the right to choose which orders they accept, and which orders they deny. Denial of any orders across any of the Edible.com Program order aggregators, including third-party orders, may result in the franchisee’s loss of ability to accept Edible.com Program orders partially or fully.  

When accepting a third-party order from DoorDash, Uber Eats or Skip the Dishes!, the franchisee will be able to increase their product time in increments of five (5) minutes. All production times have been set in the system by product. This should only be used when the franchisee’s store is experiencing a rush.  

ezCater and Hospital Gift Shop Note: Orders received from ezCater are designated as “E” or “Enterprise” orders from Store #94. Orders received from Hospital Gift Shop are designated as “E” or “Enterprise” orders from Store #98. 

Logging Orders 

Edible® recognizes the importance of providing real-time order tracking and delivery notifications as a necessary service for our Guests. Therefore, Edible® has built into its system technology that allows Guests to track their orders at any stage of the order fulfillment process.   

Effective order logging allows Guests to check the status of their order online, saving franchisees and franchisee Fruit Experts (Guest Service Representatives) valuable time, allowing them to continue taking orders.  

To ensure accuracy, traceability and Guest satisfaction, it is mandatory that all orders be logged at every step of the process in a timely manner as follows:  

Tickets Tracking  

To ensure that franchisees have all the work tickets for the day's orders, do not miss any orders, and plan properly for future orders, and that Guests can properly track their orders through the order lifecycle, tickets must be tracked through each stage of the order process. This tool is found on the "Point of Sale" menu on the gray toolbar in SMS.  

Section 4. Edible.com Program Payments & Fees 

4. 1. Edible.com Program Fees  

Edible® and/or its affiliates may charge franchisees an applicable fee for each Guest order directed or referred to franchisees through the Edible.com Program and/or for the use of the Edible.com Program service to cover the costs of technology, marketing, commissions, maintenance, processing, overhead, computer software, and other related expenses. The amount of this fee:  

• may vary at the discretion of Edible® 

• may be a fixed dollar amount, a specified percentage of each order, or denominated in some other manner; and 

• may be collected on a per transaction, daily, weekly, monthly or another basis  

The following represents the current fee structure for the varying Edible.com digital properties:  

4. 1. A. edible.com, edible.ca and Edible App Orders 

Edible® intends to charge franchisees a 14 percent (14%) Edible.com Program Fee on the total Guest payment (not including the portion of the payment representing applicable sales taxes) for each "standard" Guest order placed through the on-line ordering system on the Edible® website. Edible® will debit this fee from the Guest payment that it subsequently forwards to the franchisee (that is, the payment that a franchisee receives on account of a Guest's order will be "net" of the 14 percent (14%)  

All orders generated by freshfruit.com, edible.com, edible.ca and the Edible App are also subject to the Credit Card Processing Fee (CCP Fee).  

Edible® uses Centralized Payment and Credit Card Processing (“CCP”) for select Edible.com Program properties including freshfruit..com, edible.com, edible.ca and the Edible app for the entire Edible® franchise system. Under the CCP, Edible® will process and collect payment from Guests under its centralized account for these Edible.com Program orders, send orders to franchisees for fulfillment and handling, and then transfer to franchisees the monies Edible® has received for the orders those franchisees are fulfilling/handling (less the applicable fees as described below).  

At this time, Edible® intends to charge US franchisees a 2.25 percent (2.25%) Edible.com Program Credit Card Fee and CA franchisees 2.35 percent (2.35%) Edible.com Program Credit Cart Fee on the total Guest payment (including the portion of the payment representing applicable sales taxes) for each order produced by edible.com, edible.ca and the Edible app. 

Edible® (or its affiliate or other third party) will pay the Credit Card Processing (CCP) fee directly to the credit card processing company.  

4. 1. B. Call Center Orders 

At this time, Edible® intends to charge franchisees a 20 percent (20%) Edible.com Program fee on the total Guest payment (not including the portion of the payment representing applicable sales taxes) for each "standard" Guest Call Center order.  

4. 1. C. freshfruit.com Orders 

At this time, Edible® intends to charge franchisees a 20 percent (20%) Edible.com Program fee on the total Guest payment (not including the portion of the payment representing applicable sales taxes) for each order produced by freshfruit.com.  

4. 1. D. Third-Party Orders 

At this time, Edible® intends to charge franchisees Edible.com Program Fee on the total Guest payment (not including the portion of the payment representing applicable sales taxes) for each order produced by third-party order aggregators. At present time,   Edible® intends to charge franchisees the following fees for each order aggregator: 

• Hospital Gift Shop: 20 percent (20%) 

• DoorDash: 27 percent (27%) 

• Uber Eats: 27 percent (27%) 

• Skip the Dishes!: 27 percent (27%) 

• ezCater: 27 percent (27%)