Terms and Conditions
as of 6 June 2022
- Outlet is restaurants, bistros, shop stalls, carts and/ or other physical forms as registered in the Gojek App that are owned and managed by Merchants.
- GoFood Service is one of the services available in the Gojek App or any other relevant app/ site as provided from time to time, where You can make Transactions in the Outlet.
- Merchant is the party that owns and/ or manages Outlets which acts as provider of Products.
- Driver Partner is an independent third party Service Provider who agrees to be Our partner, cooperates with Us with partnership scheme, and is not Our employee, agent or representative.
- Product is food and/or beverages that You order through GoFood Service at the Outlet You choose.
- Transaction is ordering, purchasing and delivering/ picking up Products through GoFood Service.
- The Driver Partner will follow up on Your order, including but not limited to, locating the Outlet, ordering directly at the Outlet, paying for and delivering Product.
- To minimize inaccuracy during the execution of Transaction by the Driver Partner, You are expected to provide full and complete details on the Product ordered and delivery information.
- You can contact and/or be contacted by the Driver Partner to obtain confirmation or clarification regarding Transaction, including but not limited to the availability and/or change of Product, Outlet location, change in Product price, delivery address, recipient of the Product, or other information, through the communication features in the Gojek App and/or other communication lines before or during ordering, purchasing and/or delivering the Product.
- Any cancellation of Your order can only be conducted by following the applicable cancellation process. In the event the purchase of Product has been acknowledged by Merchant and/or picked up by the Driver Partner, You cannot cancel the Transaction. You will be liable for payment of the applicable fees upon receipt of the Transaction.
- In the event that You place an order for alcoholic beverages, You guarantee that You are above 21 years old and are willing to show Your identity card (ID) to the Driver Partner at the time of delivery of the order at the delivery destination You designated or if You are using self-pick up service, then You must be able and willing to show Your identity card to the Merchant.
- In the event You choose to use self pick-up service, there will be no involvement from the Driver Partner, so all of the Transaction will be conducted directly between You and the chosen Merchant.
PAYMENTYou can choose the payment method that will be used when making the Transaction. Payment methods that can be used are cash, GoPay and other methods available in the Gojek App or any other payment method which available in relevant app/ site where GoFood can be accessed. Please be informed that any payments using GoPay will be processed according to the terms and conditions that apply to GoPay service.
- You understand that the Transaction fees that You are required to pay include, but not limited to, the Product prices and Product delivery fees and/or any other fees as informed by Us from time to time.
- You understand that the price of the Product displayed on GoFood Services is an estimated price. Merchant has the full authority to determine and make changes to the Product prices. Therefore, We are not responsible if there is a difference between the prices listed in the GoFood Service and the prices applied by the Merchant outside GoFood Service.
- Referring to the above conditions, You agree to pay the Product price in the amount stated in the receipt or purchase receipt issued by the Merchant as submitted by the Driver Partner to You or directly to You (if Transaction is using self pick-up) after the Transaction is conducted.
- You can use Your GoFood voucher as available in GoFood Service as a deduction on the Product or delivery fee. However, the conditions for using the voucher or promo must be subject to the conditions stated in each relevant voucher, including how, when and where to use it.
- If there are other costs incurred in connection with the Transaction, including but not limited to parking fees and building entrance fees, You shall be fully responsible for these costs and the Driver Partner has the right to request reimbursement of these other costs from You by providing supporting evidence (e.g. parking receipt).
- You or other parties that You appoint to receive the Product understand to make themselves available, contactable and can receive when the Product is delivered by the Driver Partner.
- You can provide review of the Product as available in GoFood Service after Your Transaction is complete. You understand and agree that the review will be displayed in the Gojek App or any other relevant app/ site, as applicable, where it can be read and accessed publicly and shall be subject to the specific terms and conditions as stipulated in the Gojek App or any other relevant app/ site.
- the price differences listed on GoFood Service and Outlets;
- condition and quality;
- duration of delivery by the Driver Partner;
- failure to complete orders and/or deliveries by the Driver Partner; and
- incompatibility of Products ordered with Products delivered.
USER’S REPRESENTATION AND WARRANTY
- We and/ or Merchant are entitled to offer a promotion which will only be applicable in GoFood Service and for Transaction only
- Unless stated otherwise, promotion that has been received by You cannot be exchanged with other promotion or converted into cash and cannot be refunded.
- By agreeing to follow a GoFood Service promotion program, You will be deemed to have agreed with the specific terms and conditions which apply for the promotion program as stipulated in the Gojek App or any other relevant app/ site.
- We will not be liable for any losses suffered by You due to any fault or mistake which were conducted by You or any other third party.
USER’S REPRESENTATION AND WARRANTY
- You represent and warrant that: (i) The Product You ordered is true at Your will and needs and/or at the request of the other party You have appointed and has been informed to agree to accept the Product; (ii) The Product is not ordered to cause harm or inconvenience to another person or to the recipient of the Product; and (iii) You will pay in full for the Product You ordered in accordance with the Transaction.
- In the event there is loss or problem You experience at the delivery of GoFood Service, We will, with Our best efforts, help to mediate You with the related Driver Partner and/or Merchant in seeking solutions for the problem. We do not have any liability for any problems or disputes that arise between You, the Driver Partner and/or the Merchant, including taking legal action deemed necessary by You, the Driver Partner or the Merchant.
DISCLAIMER OF GOFOOD SERVICES
- We nor the Driver Partner will guarantee the Product availability in the Merchant’s Outlet.
- We will not guarantee that all Products including the food or beverage content which is provided by the Merchant is halal or does not contain pork or alcohol.
- The display of halal logos or halal statements in GoFood Service, Gojek App or other relevant app/ site is in accordance with the information provided by the Merchant. We will not be liable for any misleading or wrong information related to the display of this halal logo or statement.
- We will not be liable or responsible for any review, comment or complaint which is displayed in the comment or review column in Gojek App or any other relevant app/ site.
- We will not be liable for any content which is displayed in Merchant’s page.
- In connection with the purchase of alcohol, if it turns out that You are under the age of twenty-one (21) years, then You hereby pledge that You will be fully responsible for bearing the legal consequences and release Us, Merchant and/or Driver Partners, from all claims and other obligations, arising from or in connection with the purchase or ordering of alcoholic products made through Your account on the Gojek App or any other relevant app/ site, including without limitation, all obligations arising from Your actions to outmaneuver or deceive the Our system, Merchant and/or Driver Partner, related to such minimum age limit.
DISCLAIMER OF GOFOOD SERVICES
- You may file complaints to Us in the such following events, ie incomplete items with the Products purchased, wrong Products delivered to You, quality of Products purchased is not consumable.
- We will assess and evaluate Your complaints case-by-case basis and may refund monies to You in these events or any other matters as solely determined based on Our discretion.
- In the event We deem any of the above mentioned scenarios has occurred, the:
- if its happening in Gojek App then We may refund the amount, as calculated by Us, to Your GoPay balance that is connected to Your Gojek App (or return the limit of Your GoPaylater (as applicable)), or communicate with Merchant to provide replacement of purchased Products to You or perform other actions deemed necessary by Us, with the procedures as solely determined by Us.
- if its happening outside Gojek App ecosystem, then we will follow the procedure as determined in such app/ site
How to Contact Us
You can contact Us through the Help Page within Gojek App. All Your correspondence will be recorded and stored for Our records.
You shall immediately report your complaint no later than 1x24 hours from the time the order is delivered by the Driver Partner or since the order is completed by our Merchant if the order is self pick-up by You.
Before We can proceed with Your complaint, We have the right to collect data and/or information from You on the following matters:
- Order number or transaction number;
- Menu ordered and complained;
- menu which received and complained;
- Attach photo(s), which proves the order that has been received is not properly wrapped up or broken (not wrapped), the entire contents of the order can be seen, and the condition of the photo must be clear (not blurry)
- Attach proof of purchase receipt / screenshot of the order summary displayed on the relevant application; and/or
- Other information.