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Terms and conditions

Terms and Condition /

GoFood SOP

GoFood SOP

GOFOOD STANDARD OPERATING PROCEDURES

In order to provide the best service and for the convenience of your transactions as a Merchant, we have established the following standard operating procedures for GoFood Services:

1. Transaction Validation Process
  1. 1.1.
    In connection with the activation of the Merchant Acceptance Flow ("MAF") feature in GoBiz, Merchants are required to confirm each Product order by pressing the "Accept" or "Reject" button in accordance with the time specified by GOTO.
  2. 1.2.
    Merchants may reject orders in the event of the following conditions:
    1. 1.2.1.
      The store is closed;
    2. 1.2.2.
      The product ordered is not available or out of stock; or
    3. 1.2.3.
      The store is busy and the Merchant is unable to serve the Customer's order.
  3. 1.3.
    If the Merchant receives a Product order, the Merchant must ensure that the Product price listed in the GoBiz application is appropriate. Merchants cannot make changes to Product prices after receiving orders. GOTO is not responsible for losses incurred if there is a difference between the price listed on the GoBiz application and the price applicable at the outlet.
  4. 1.4.
    Both Gojek Partners, or Customers, can pick up Product orders at the Outlet.
  5. 1.5.
    After the Merchant presses the "Accept" button, the Merchant is required to prepare the Product order and inform the estimated time the Product order will be ready to be picked up by the Gojek Partner or Customer through the GoBiz application.
  6. 1.6.
    The Merchant is required to validate the details of the Product order, as well as the identity of each Gojek Partner or Customer who will pick up the Product order which will then be further verified using a one-time PIN ("One-time PIN" / "OTP"). After the Gojek Partner or Customer enters the OTP on the Gojek Application and the Merchant has delivered the ordered Product to the Gojek Partner or Customer, the Transaction is considered complete.
  7. 1.7.
    After the order has been processed, the Transaction funds will enter the Merchant Wallet.
  8. 1.8.
    Merchants will always accept payments through Merchant Wallet and cannot accept payments in cash, regardless of the payment method used by the Customer.
2. Transaction Recapitulation (Details) Report
  1. 2.1.
    GOTO will provide a daily GoFood transaction recapitulation report that has been validated to the Merchant to the registered e-mail address, with a downloadable link.
  2. 2.2.
    In the event that the Merchant receives GoFood and GoPay Services, the Merchant will receive a daily transaction recapitulation report for each of these services.
  3. 2.3.
    If there are differences or differences in data, the Parties agree that the data that becomes the reference is GOTO's report.
3. Settlement Process
  1. 3.1.
    All Transaction funds that have been authorized and recorded in the Merchant Wallet will be disbursed to the Merchant's Bank Account registered in the GOTO system after deducting Platform Fees and other fee deductions that are the obligations of the Merchant based on the Agreement or other agreement documents, if any ("Settlement Funds").
  2. 3.2.
    Disbursement of Settlement Funds can be done in the following manner:
  3. 3.3.
    In the event that the ODW feature has been active in the Merchant's GoBiz, the applicable Settlement Fund disbursement provisions are as follows:
  4. 3.4.
    In the event that the disbursement of Settlement Funds is carried out automatically by the system (Auto-Payout), the transfer of Settlement Funds will be carried out daily on the next Business Day from the date of the Transaction*.
  5. 3.5.
    GOTO will send proof of transfer of Settlement Funds to the e-mail address of the registered Merchant.
  6. 3.6.
    The provisions of this Settlement process will pay attention to and are subject to the provisions of Fraudulent Acts as stipulated in the Agreement, including but not limited to GOTO's right to withhold, suspend, deduct Settlement Funds and/or refuse to make Settlement Funds payments.
  7. 3.7.
    In the event that there are Settlement Funds that are delayed and have not been disbursed for any reason, GOTO may immediately disburse the Settlement Funds at any time to the Merchant's Bank Account without prior notice to the Merchant.

*The duration of the Settlement Fund transfer process is subject to the provisions of each bank** used by the Merchant as a registered Merchant Bank Account.

The following is asimulationof daily transaction/ODW time, receipt of recapitulation report and Settlement Fund transfer:

**partner banks

Transaction

Recapitulation Report/ODW Submission

Transfer of Settlement Fund

Monday

Tuesday

Tuesday

Tuesday

Wednesday

Wednesday

Wednesday

Thursday

Thursday

Thursday

Friday

Friday

Friday

Saturday

Saturday

Saturday

Sunday

Sunday

Sunday

Monday

Monday

Public Holiday

Public Holiday + 1 (one) Business Day

Public Holiday + 1 (one) Business Day

**non-partner banks

Transaction

Recapitulation Report/ODW Submission

Transfer of Settlement Funds

Monday

Tuesday

Tuesday - Wednesday

Tuesday

Wednesday

Wednesday - Thursday

Wednesday

Thursday

Thursday - Friday

Thursday

Friday

Friday - Saturday

Friday

Saturday

Monday

Saturday

Sunday

Monday

Sunday

Monday

Monday

Public Holiday

Public Holiday + 1 (one) Business Day

Nearest Business Day

4. Dispute Handling
  1. 4.1.
    If the Merchant finds a difference in the Transaction recapitulation report (data owned by GOTO compared to the data owned by the Merchant), delay / absence of receipt of Settlement Funds, or other obstacles, the Merchant has the right to submit a written objection notice within a period of no later than 5 (five) Business Days after the Transaction recapitulation report is given by providing information on the order number, order date and calculation of the difference.
  2. 4.2.
    If the Merchant does not confirm within a period of no later than 5 (five) Business Days after receiving the Transaction recapitulation report, the daily Settlement process is considered final and complete.
  3. 4.3.
    Reconciliation (adjustment of the payment amount) is carried out no later than 3 (three) Business Days after the notification of objection as mentioned in point (1) above is received by GOTO.
  4. 4.4.
    Settlement correction is carried out no later than 2 (two) Business Days after the reconciliation as mentioned in point (3) above is completed by the Parties. GOTO will submit information in writing to the Merchant if there is a correction.
  5. 4.5.
    Problems related to the Settlement process, or other obstacles related to the Service can be submitted to GOTO via e-mail to mitrausaha@gojek.com or telephone to 1500-171.
5. Refund Process

Handling of any Customer claims related to refunds or corrections in connection with the Transaction will be carried out in accordance with the following provisions:

  1. 5.1.
    For Transactions where the pickup and delivery of Product orders from the Outlet is carried out by Gojek Partners, GOTO will resolve any refund or correction claims directly with the Customer in accordance with the procedures imposed by GOTO. For this refund process, GOTO hereby has the right to make corrections in accordance with the provisions in this Agreement; and
  2. 5.2.
    For Transactions where the pickup of Product orders at the Outlet is carried out by the Customer without involving Gojek Partners, the Merchant will settle any claims from the Customer including requests for refunds or product replacements directly in accordance with the procedures imposed by the Merchant.
6. Content on the Merchant Menu
  • GOTO has the right to review the Products submitted and owned by the Merchant to be displayed in the menu on GoFood.
  • Based on the review of the Product, GOTO may subsequently display or not display the Product in the GoFood menu at the Merchant Outlet.
  • Products that cannot be displayed on the GoFood menu include but are not limited to food and / or beverage products that are not common or suitable for consumption by the wider community.
  • The GOTO policy as stipulated in points (2) and (3) above has taken into account matters including but not limited to legal aspects, health aspects and cultural aspects.
  • For the above GOTO policy, Merchants can submit questions or suggestions to GOTO.

To see complete information about changing menu names in accordance with GoFood's terms and conditions, please click here.

7. Compensation
  1. 7.1.
    In connection with the activation of the MAF feature in GoBiz, Merchants are entitled to receive compensation from GOTO for ordered Products, with the following conditions:
    1. 7.1.1.
      GOTO will only compensate the Merchant if the Merchant has prepared the ordered Products and GOTO cannot provide Gojek Partners who will pick up the ordered Products at the Merchant Outlet and / or cancel the Product order immediately made by the Customer and / or Gojek Partner.
    2. 7.1.2.
      Compensation does not apply if the Product order is canceled by the Merchant or by the Customer or Gojek Partner for reasons related to the Merchant (including but not limited to closed outlets, out of stock, and so on).
    3. 7.1.3.
      Compensation does not apply to Product categories which, based on GOTO's judgment, are classified as packaging products or products that can be resold by Merchants.
    4. 7.1.4.
      Compensation will be provided by GOTO to Merchants who have submitted a compensation request through the GoBiz application where the submission of compensation can be made by the Merchant no later than 48 (forty-eight) hours after the cancellation of the ordered Product. The procedure for submitting compensation can be seen here.
    5. 7.1.5.
      The amount of compensation that will be paid by GOTO will not exceed 40% (forty percent) or other percentages determined at GOTO's discretion from time to time from each Product price that has been reduced by an amount equal to the GOTO Platform Fee / Service Fee listed on the GoBiz application at the time the order occurs.
    6. 7.1.6.
      The amount of compensation approved by GOTO will be recorded in the Merchant Wallet or balance listed on the GoBiz of Merchant.
    7. 7.1.7.
      For the avoidance of doubt, the payment procedures for compensation in this Section G (Compensation) are separate provisions and will not follow the payment provisions outlined in Section C (Settlement Process) or Section D (Dispute Handling).
  2. 7.2.
    In the event that there are indications of fraudulent acts committed by the Merchant, GOTO has the right to withhold payment of compensation as referred to in point (1), or decide not to compensate the Merchant.
  3. 7.3.
    The provision of compensation as referred to in this Section G (Compensation) is a compensation provision specifically stipulated by GOTO in connection with the ordered Products, and the Merchant is not entitled to request compensation from GOTO in any form in connection with the ordered Products other than the compensation criteria stipulated under the provisions in this Section G (Compensation).
  4. 7.4.
    The provisions regarding compensation do not apply to periods as determined by GOTO, including but not limited to holidays, peak seasons or high seasons.
  5. 7.5.
    GOTO reserves the right to amend and/or supplement the provisions relating to the MAF and its compensation from time to time as may be notified to the Merchant.

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