Where You use a Transportation Service that is listed by a Transportation Provider on the System, You agree to also be bound by the respective agreement with such Transportation Provider for provision of such Transportation Service ("Transportation Service Agreement").
- About Gojek
- Definitions and Interpretation
Account means the registered account You obtain
to access the System as a User;
Affiliate means, in relation to a party, any
entity that controls, is under the control of, or is under
common control with, that party, where control means the direct
or indirect ownership of more than 50 per cent of the voting
capital or similar right of ownership of that party or the legal
power to direct or cause the direction of the general management
and policies of that party, whether through the ownership of
voting capital, by contract or otherwise, and controls and
controlled shall be interpreted accordingly;
Applicable Law means all applicable laws,
by-laws, enactments, regulations, regulatory policies,
ordinances, protocols, industry codes, road traffic codes,
regulatory permits, regulatory licences or requirements of any
court, tribunal or governmental, statutory, regulatory,
judicial, administrative or supervisory authority or body, which
are in force from time to time during the term of these Terms of
Driver means the individual driver who operates the Vehicle to provide the Transportation Service to You. Depending on the Transportation Service, the Driver may be the Transportation Provider or an employee, business cooperation partner or contractor of the Transportation Provider and provides the Transportation Service on behalf of the Transportation Provider;
Mobile Device means the smartphone, tablet or other mobile device owned or controlled by You which You use to connect to the User Application;
Policies means any policies, guidelines or information applicable to Users, as notified to You by Gojek from time to time (including via the System, the Websites, the Policies, or to Your email address set out in Your Account), and as may be updated by Gojek from time to time;
Specific Terms means the supplementary or alternative terms which may apply to certain specific parts of the System, as may be notified to You from time to time;
System means the system provided by Gojek and/or its Affiliates to connect Transportation Providers with Users, including the User Application and related software, websites, platforms, payment services and other support systems and services, including the Websites. For the avoidance of doubt, the System does not include the Transportation Services themselves, as these are provided by Transportation Providers directly to You;
Territory means the territory in which You use the System;
Transportation Provider means the relevant party identified as the Transportation Provider in the respective Specific Terms of GoFood, GoSend, GoRide or GoCar below;
Transportation Services means the transportation services provided by Transportation Providers when they are connected to You via the System, which may, depending on Your Territory, including GoSend, GoRide, GoFood and GoCar (as defined in their Specific Terms below), and other services provided by Transportation Providers via the System from time to time;
User means a registered end user of the User
User Application means the electronic application supplied by Gojek and/or its Affiliates for Users to connect with Transportation Providers;
- User Fees is defined in clause 8.2;
Vehicle means the vehicle used by a
Transportation Provider for the purpose of providing
Voucher means any promotions by Gojek and/or its Affiliate, that when validly applied by a User on the Gojek Platform, allows the User to receive the promotion credits to offset against User Fees subject to the terms and conditions specified by Gojek and/or its Affiliates; and
Websites means any websites operated by Gojek and its Affiliates from time to time.
- Your responsibilities
Your commitments to Gojek
4.1 You confirm that:
4.1.1 You have full power and authority to enter into and be
4.1.2 You have attained at least the age at which You are capable
4.1.3 You will comply at all times with all Applicable Laws and
the Policies, and will notify Gojek if You are in breach of any
Applicable Laws or the Policies;
4.1.4 You will only use the System for lawful purposes and only
for the purposes for which it is intended to be used;
4.1.5 You shall ensure that any documents and information provided
by You (or on Your behalf) to Gojek or otherwise via the System
are at all times accurate, current, complete and not misleading;
4.1.6 You shall only use an internet access point and data account
which You are authorised to use;
4.1.7 You shall not engage in any fraudulent, deceptive or
misleading conduct; and
4.1.8 You shall not impair or circumvent the proper operation of
the network which the System operates on.
Your interactions with Transportation Providers and other Users
4.2 Your order for Transportation Services from Transportation Providers via the System creates a direct relationship between You and the respective Transportation Provider, to which Gojek is not a party. To the maximum extent permitted by Applicable Law, Gojek is not responsible or liable for the conduct and quality of the Transportation Services as well as the acts or omissions of a Transportation Provider and/or Driver in relation to You. You have the sole responsibility for any obligations or liabilities to and sole recourse against Transportation Providers or any other third parties that arise from Your use of the Transportation Services. Gojek does not guarantee the availability of any Transportation Service in Your Territory.
4.3 You agree:
- 4.3.1 to treat Drivers, Transportation Providers and other Users with respect, in compliance with the Policies, and not to engage in any unlawful, threatening or harassing behaviour or activities whilst using the Transportation Services or the System;
4.3.2 not to cause any damage to third party property; and
4.3.3 not to contact Drivers and Transportation Providers for purposes other than to receive and use the Transportation Services.
4.5 For the avoidance of doubt, Gojek does not endorse any third party providers (including the Transportation Providers and Drivers), applications or websites that are available or to which You are connected through the System, and in no event shall Gojek, its licensors or any of its Affiliates be responsible for any content, products, services or other materials on or available from such third party providers. Any Transportation Provider and Driver ratings are intended to be indicative of ratings provided by other Users but do not constitute an endorsement (or otherwise) by Gojek of that Transportation Provider or Driver (as the case may be).
4.6 Although the Transportation Provider is solely responsible for
the Transportation Services, if You have a complaint about the
Transportation Services You have received, Gojek has the right to
deal with any such complaints through Gojek's complaints handling
process. You agree to cooperate fully with such process and to
submit any complaint You may have via the User Application. Gojek
also reserves the right to redirect Your complaint to the relevant
Transportation Provider and may choose, but is not obliged, to
facilitate discussions with the Transportation Provider. Gojek's
complaints handling process shall not exclude any rights or remedies
that cannot be excluded or limited under Applicable Law.
4.7 If Gojek receives a complaint from a Transportation Provider, a Driver or another person about You, Gojek has the right to redirect the complaint to You or deal with such complaint via its complaints handling process. Again, You agree to cooperate fully with such process.
- Your Account
5.1 In order to access the System as a User, You must register for
and maintain an Account as a user of the User Application.
5.2 You are responsible for all activities conducted on Your Account
and all decisions made in relation to Your use of the System. You:
- 5.2.1 must only have one Account;
5.2.2 must keep Your Account information (including Your login
details and payment details) confidential and secure;
5.2.3 must not provide any other person with access to Your
Account, including to transfer the Account or information from
Your Account to any other person;
5.2.4 must promptly notify Gojek if You suspect any unauthorised
access to or use of Your Account; and
5.2.5 must not, if You are also a Transportation Provider, use
Your Account to make an order as a User that You will accept as
a Transportation Provider, or otherwise collaborate with other
Transportation Providers or Users in any similar scheme.
5.3 Gojek reserves the right to block or deny access to Your
Account, and/or block features available in the User Application,
without prejudice to its other rights and remedies:
5.3.1 if Gojek deems, in its sole discretion, that You have
- 5.3.2 during an investigation;
5.3.3 if You owe any money to Gojek or its Affiliates;
- 5.3.5 at any other time in Gojek's reasonable discretion.
- Your use of the System
Rights granted and reserved
its licensors grant You a revocable, limited, non-exclusive,
non-transferable, royalty-free licence during the term of these
solely for Your personal use for the purpose of connecting You with
Transportation Providers in respect of Transportation Services.
are reserved by Gojek and its licensors. Nothing in these Terms of
Use transfers any ownership in or to the System (in whole or in
part) to You.
6.3 In using the System, You shall not:
6.3.1 license, sublicense, sell, resell, transfer, assign,
distribute or otherwise commercially exploit or make available
to any third party the System in any way;
6.3.2 modify or make derivative works based on the System, or
reverse engineer or access the underlying software for any
6.3.3 use the System to build a competitive product or service,
build a product using similar ideas, features, functions or
graphics as the System, copy any ideas, features, functions or
graphics of the System, or launch an automated program or script
which may make multiple server requests per second, or which
unduly burdens or hinders the operation and/or performance of
the System, or attempt to gain unauthorised access to the System
or related systems or networks;
6.3.4 use any application or process to retrieve, index, "data
mine", or in any way reproduce or circumvent the navigational
structure, presentation or content of the System;
6.3.5 post, distribute or reproduce in any way any copyrighted
material, trademarks, or other proprietary information without
obtaining the prior consent of the owner of such proprietary
rights, or remove any copyright, trademark or other proprietary
rights notices contained in the System;
6.3.6 send or store any material for unlawful or fraudulent
- 6.3.7 send spam or other unsolicited messages;
6.3.8 send or store infringing, obscene, threatening, libelous,
or otherwise unlawful or tortious material;
6.3.9 send material containing software viruses, worms, trojan
horses or other harmful computer code, files, scripts, agents or
6.3.10 interfere with or disrupt the integrity or performance of
the System or the data contained therein;
6.3.11 impersonate any person or entity or otherwise
misrepresent Your affiliation with a person or entity;
6.3.12 deliberately misrepresent Your location, or make orders for Transportation Services with the Transportation Providers other than via the User Application or place fake orders;
6.3.13 cause nuisance, annoyance, inconvenience, harassment, personal injury or property damage, whether to Gojek (and its officers, directors, members, employees and agents), any Transportation Provider or Driver, or any other party; or
6.3.14 damage Gojek’s or any of its Affiliates’ reputation in any way.
Restrictions on Your use of Transportation Services
6.4 You shall not use Transportation Services to:
6.4.1 commit a crime or do anything contrary to Applicable Law;
6.4.2 harm or injure another person or infringe another person's
6.5 Transportation Providers are required to agree that they will be
careful and provide the Transportation Services safely. However, You
are ultimately responsible for Your own safety in Your use of the
Transportation Services, and You shall take all necessary
- Your Mobile Device
7.1 Your access to the User Application will be through a Mobile
Device. It is Your responsibility to check and ensure that You
download the correct software (including the latest version of the
User Application) for Your Mobile Device. Gojek is not liable if You
do not have a compatible device or if You do not have the latest
version of the software (including the latest version of the User
Application) for Your Mobile Device.
7.2 If a Mobile Device is lost, stolen, broken and/or no longer in
Your possession, and this exposes Your Account information to
someone else or otherwise affects Gojek's legal rights and/or
remedies, You must immediately notify Gojek and follow the
procedures notified by Gojek.
7.3 You are solely responsible for having in place an appropriate internet and mobile plan and for any fees charged by Your telecommunications service provider, such as telephone, SMS and internet data fees. You acknowledge that Your use of the System may consume large amounts of data and that You will be solely responsible for such usage and the associated fees. You shall ensure that You use a phone number registered by You with a mobile network operator legally operating in Your Territory and do not use a virtual phone number when registering and using the User Application.
- Financial terms
8.1 The download and/or use of the User Application is provided for
You to use the System and is provided on a royalty-free basis. Gojek
reserves the right to charge a fee for all support and services You
obtain, directly or indirectly, through the use of the System, as
notified to You by Gojek from time to time (including via the
8.2 Subject to the Transportation Service Agreements, the Transportation Providers are entitled to charge You a fee for the Transportation Services, which may include:
- 8.2.1 a fee for each instance of Transportation Services;
8.2.2 an administrative fee (if any) as determined and announced by Gojek, its Affiliates and/or the Transportation Provider from time to time;
8.2.3 any applicable cancellation charges or other charges in
accordance with the Policies; and
8.2.4 any applicable taxes calculated in accordance with
(together, the User Fees). The Transportation Providers may also charge You for any tolls, road-usage charges, parking charges, and building, airport or area entrance charges necessarily incurred by the Transportation Provider and/or Driver when You or the goods are on-board the Vehicle during (but not before or after) such provision of Transportation Services (without mark-up), and any other amounts payable by You directly to the Driver in accordance with the relevant Transportation Service Agreement or the Policies, including applicable taxes calculated in accordance with Applicable Law. The fee for each instance of Transportation Services, any cancellation or other charges and/or taxes (as applicable) applied by the Transportation Providers will be displayed via the User Application and are payable by You via the User Application or otherwise in accordance with the Policies. You have the right to agree with the Transportation Provider on a different fee for provision of the Transportation Services, such agreed fare to be applied only after notification to Gojek and reflected as the fee for Transportation Services.
8.3 The fee component of User Fees charged by the Transportation Provider may increase based on demand and other factors in Your location. Gojek will always endeavour to inform You about any such increase by the Transportation Provider via the User Application and it is Your responsibility to review the User Fees (or the basis on which they will be calculated) carefully before electing to purchase Transportation Services. You will be deemed to be aware of, and You accept responsibility for, all User Fees incurred under Your Account.
8.4 Subject to any agreement between Gojek and the Transportation Provider, Gojek may update the basis on which User Fees are calculated via the System at any time in its absolute discretion. Any User Fees on or after the date on which the update takes effect shall be subject to the updated calculation. For the avoidance of doubt, Gojek does not set the basis for calculation of, or in any way determine, User Fees in respect of GoCar or GoSend.
8.5 The User Application may provide You with an option to cancel certain Transportation Services before such Transportation Services commence. If You choose to do so, You may be required to pay a cancellation charge, or other applicable charges, to the Transportation Provider in accordance with the Policies.
8.6 When using Transportation Services, You must make Yourself available at the relevant location by the relevant time specified via the User Application. If You fail to do so, the Transportation Provider is entitled to cancel the Transportation Services and You may be charged a cancellation charge, or other applicable charges, by the Transportation Provider in accordance with the Policies.
8.8 In order to promote usage of the System, Gojek and/or its Affiliates may from time to time, in its sole discretion, offer promotions based on You meeting specified criteria and complying with specified conditions. You may choose whether or not to participate in the promotion. If You do decide to participate, Your right to benefit from the relevant promotions is conditional on You meeting all of the specified criteria and complying with all of the specified conditions, to Gojek’s and/or its Affiliates' reasonable satisfaction. If You do not do so, You will not be entitled to the benefits of the relevant promotions. You agree that You will only use such promotions for their intended use and will not abuse, duplicate, sell or transfer the promotions in any manner. You also understand that the promotions cannot be exchanged for cash and may expire on a certain date, even before You use them.
8.10 Where You choose to make payment using cash, You shall pay all User Fees payable to the Transportation Provider, and any other amounts payable to Gojek, to the Driver, who shall collect the amounts payable on behalf of the Transportation Provider (if not concurrently being the Driver) and Gojek.
8.11 Where You choose to make payment using a non-cash payment method, You grant to Gojek the full power and authority to debit the same using the default payment method designated in Your Account and remit the User Fees on Your behalf to the Transportation Provider or such other entity entitled to receive such amount for the Transportation Provider, subject to any arrangements between Gojek, the Transportation Provider and any such entity.
8.12 If third party payment methods are available via the User
Application in Your Territory, Your use of a third party payment
method is subject to the terms and conditions of the relevant third
party providing such payment method, and may also be subject to
separate fees imposed by the third party provider. Gojek makes no
representation, warranty, or guarantee regarding the reliability,
timeliness, quality, suitability or availability of such third party
payment methods, and shall not be responsible to You or such third
party provider in respect of Your use of any third party payment
method, including any limitations, delays, or failures of the third
party payment method.
8.13 All payments must be in the local currency in the Territory.
8.14 If Vouchers are available in Your Territory, Your use of
Vouchers may be subject to Specific Terms. Please check these
carefully before using Vouchers. Gojek may at its absolute
discretion reject Your request to use or purchase for any reason.
For the avoidance of doubt, Vouchers are not redeemable for cash,
are not refundable under any circumstances and cannot be resold or
exchanged for value.
8.16 If You have been incorrectly charged a fee, you may contact us
via the User Application or by email to
for assistance. Gojek has sole discretion in determining whether to
process any refund or return of payment to You and the mode of such
refund or return of payment (including by way of Vouchers).
prevailing statutory taxes, duties, fees, charges and/or costs,
however denominated, as may be in force and in connection with any
applicable future taxes that may be introduced at any point of time.
8.18 You agree to do everything necessary and required by Applicable
Law to enable, assist and/or defend Gojek to claim or verify any
applicable input tax credit, set off, rebate or refund in respect of
any taxes paid or payable in connection with the System and/or the
- Indemnities and liability
9.1 You shall defend, indemnify and hold harmless Gojek, its
licensors and each such party's Affiliates and their respective
officers, directors, members, employees and agents from and against
any and all claims, costs, damages, losses, liabilities and expenses
(including attorneys' fees and costs) arising out of or in
Policies or any Applicable Law; and
9.1.2 Your use of the System and/or the Transportation Services,
(a) any claim by You or a person acting on Your behalf that Gojek or any of its Affiliates, rather than a Transportation Provider, is the provider of the Transportation Services;
(b) any third party claims (including claims by any
Transportation Providers) arising from Your use of the
System and/or the Transportation Services; and
(c) in respect of any items that You purchase, obtain and/or
transport using the Transportation Services.
Basis on which the System is provided
9.2 The System is provided "as is" and "as available". To the
maximum extent permitted by Applicable Law, Gojek disclaims all
representations and warranties, express, implied or statutory, save
of merchantability, fitness for a particular purpose, reasonable
care and skill, and non-infringement.
9.3 Without limitation to clause 9.2, Gojek makes no representation,
warranty, or guarantee regarding the reliability, timeliness,
quality, suitability or availability of the System, or that the
System will be uninterrupted or error-free, or will operate in
combination with any other hardware, software, system or data, or
that any data will be accurate or reliable.
9.4 Gojek does not provide and is not responsible for providing or
ensuring the provision of the Transportation Services. Gojek does
not guarantee the quality, suitability, safety or ability of the
Transportation Providers or any other third party providers.
9.5 The System may be subject to limitations, delays, and other
problems inherent in the use of the internet and electronic
communications including the device used by You or the
Transportation Provider or other third party provider being faulty,
not connected, out of range, switched off or not functioning. Gojek
is not responsible for any delays, delivery failures, damages or
losses resulting from such problems. Gojek shall not be responsible
for any limitations, delays or failures of any Transportation
Provider and other third party provider, regardless of whether their
systems, goods or services are accessible via the System.
9.6 Timelines specified for Transportation Services are, unless
expressly agreed otherwise by Gojek in writing, indicative. Neither
Gojek nor the Transportation Providers make any warranty,
representation or undertaking that specified timelines will be met.
Exclusions and limitations of liability
liability for death or personal injury caused by such party's
negligence, for fraud, or for any other liability to the extent it
cannot be limited or excluded under Applicable Law.
9.8 To the maximum extent permitted by Applicable Law, Gojek shall
not be liable for:
9.8.1 indirect, incidental, special, exemplary, punitive or
9.8.2 loss of use, lost profits, lost data, lost business, lost
goodwill, lost contracts or lost opportunity; and
- 9.8.3 personal injury or property damage,
arising from, related to or otherwise in connection with the
System or the Transportation Services, whether in contract,
tort, breach of statutory duty or otherwise.
- Term and termination
accordance with their terms.
terminate Your use of the System in whole or in part:
10.2.1 at any time for any reason by giving notice to You; and
10.2.2 immediately, with or without notice, if You are in breach
other rights and remedies.
10.3 You are under no obligation to use the System and may cease
using them at any time by permanently deleting the User Application
from Your Mobile Device, thus disabling Your use of the User
You permanently delete the User Application from Your Mobile Device.
10.4.1 promptly (and in any event within three days), pay any money owed to Gojek or the Transportation Provider (which shall become immediately due and payable on termination or expiry), including any outstanding payments in connection with Transportation Services ordered by You prior to termination or expiry; and
10.4.2 immediately delete and fully remove the User Application
from Your Mobile Device.
10.5 The parties shall have no further obligations or rights under
prejudice to any obligations or rights which have accrued to either
party at the time they are terminated, save that the provisions of
clauses 2, 3, 8.15, 8.16, 9, 10, 11, 12 and 13, of these Terms of
Use and any other clause which expressly or by its nature is
intended to survive, shall continue to have effect after the end of
11.1 You agree and consent to Gojek using and processing Your
from time to time.
or challenge to the validity or enforceability, of these Terms of
Use or any provision hereof)) will be subject to the laws of
12.2 Any and all disputes arising out of or in connection with these
Vietnam International Arbitration Centre (VIAC) in accordance with
its Rules of Arbitration ("Rules") (which Rules are
deemed to be incorporated by reference into this Agreement) by one
arbitrator, appointed in accordance with the Rules. The arbitration
will take place in Ho Chi Minh City, Vietnam and the language of the
arbitration will be Vietnamese.
13.1 Gojek shall not be liable for delay or failure in performance
resulting from causes beyond Gojek's reasonable control.
13.2 You shall not at any time disclose to any person any
confidential information concerning the business, affairs,
customers, clients or suppliers of Gojek or any of its Affiliates.
time to time. Gojek will use its reasonable endeavours to notify You
Your continued use of the System will constitute Your acceptance to
the amendments. Otherwise, no addition to or modification of these
by the parties.
exercised as often as necessary, are cumulative and not exclusive of
rights or remedies provided by law and may be waived only in writing
and specifically. Delay in the exercise or non-exercise of any right
is not a waiver of that right.
13.6 You may not assign, sub-license, transfer, subcontract, or
otherwise dispose of any of Your rights or obligations, under these
time assign, sub-license, transfer, subcontract or otherwise dispose
or consent (save to the extent required by Applicable Law).
13.7 If any Court or relevant authority determines that any part of
remain in full force and effect and the relevant part will be
replaced with a provision that is legal, valid and enforceable and
that has, to the maximum extent possible, an equivalent effect to
13.9 Gojek may give notice to You by means of a general notice
published on the User Application or the Website or to Your email
address set out in Your Account. You must give notice to Gojek by
SPECIFIC TERMS RELATING TO GOFOOD
You acknowledge and confirm with Gojek that you understand and agree with the following when connecting to the System to use GoFood. As between You and the Transportation Provider, the terms of the Transportation Service Agreement will apply.
- Additional definitions
F&B Items means the food and/or drinks You purchase from the GoFood Merchant via GoFood;
GoFood means the Transportation Service provided by a Transportation Provider which allows You to order F&B Items from menus of GoFood Merchants listed in the User Application, which will be delivered by the Transportation Provider;
GoFood Merchant means the restaurant, eatery, store, café, bar, cart, stall or other merchant whose F&B Items You request the Transportation Provider to order and pick up on Your behalf and deliver to You; and
Transportation Provider in respect of GoFood means the motorcycle Driver registered on the System who provides the GoFood service to You as an independent, third party service provider, carrying out business on its own account.
- Additional terms for GoFood
2.1 You may only order F&B Items from the available menu of each GoFood Merchant on the User Application. Gojek does not guarantee the availability of specific F&B Items. Menus may be changed by GoFood Merchant with or without notice.
2.2 Your order is subject to acceptance by the GoFood Merchant as notified to You via email or otherwise via the User Application. The GoFood Merchant can accept or reject Your order at its sole discretion and Gojek will not be held responsible for any F&B Items ordered by You but rejected by the GoFood Merchant.
2.3 GoFood orders are non-cancellable from the time that You
receive an email or notification via the User Application
confirming acceptance of Your order.
2.4 You shall not order alcoholic beverages via GoFood unless You are legally entitled to do so by Applicable Law. By ordering alcoholic beverages, You agree to show Your proof of identity to be verified if required.
2.5 Images and descriptions of F&B Items are for illustrative
purposes only and may not be representative of the final F&B Items
2.6 GoFood Merchants may use nuts or other allergens in the
preparation of the F&B Items. It is also possible that nuts or
other allergens could be introduced during transportation of the
F&B Items. You should not assume that F&B Items are free from nuts
or other allergens.
2.7 You must only purchase F&B Items for Your own personal consumption or at the request of the person You designate as the recipient of the F&B Items and You must not place orders with an objective of causing harm or inconvenience to the GoFood Merchant, the Transportation Provider or Your designated order recipient.
2.8 You agree and understand that by using GoFood, You authorise the Transportation Provider to purchase, collect, deliver and/or pay for the F&B Items from the GoFood Merchant for and on Your behalf and any amounts payable for the F&B Items will be in addition to the User Fees payable by You to the Transportation Provider.
2.9 The Transportation Provider and/or the GoFood Merchant is entitled to contact You to obtain Your confirmation or clarification regarding Your order of F&B Items (including in the case of unavailability of one of Your orders or clarifying the address and the recipient of the order delivery). You must make Yourself available via the contact details provided in order to deal with the confirmation or clarification request.
2.10 You agree and understand that the price of the F&B Items displayed on the User Application is merely an estimation and may change from time to time. You agree to pay the price of the F&B Items as reflected in the receipt or purchase bill issued by the GoFood Merchant, as produced by the Transportation Provider upon delivery of the F&B Items at Your designated delivery location. If there is a significant difference between the price of the F&B Items as listed on the User Application, You may submit a complaint to Gojek via the User Application.
2.11 In addition to the price of the F&B Items, the Transportation Provider and/or the GoFood Merchant may be entitled to recover from You certain charges incurred during the completion of your GoFood order, in accordance with the Policies.
2.12 If You fail to make Yourself available to receive an order of F&B Items at the delivery location specified in the User Application, You may forfeit Your order and still be charged in full for the relevant F&B Items and the User Fees for the Transportation Service, and a cancellation charge may be applicable.
2.13 You undertake for the benefit of Gojek that Gojek is not liable for:
- the condition of F&B Items;
- the quality of F&B Items; or
the difference of price between the one shown on the GoFood service in the User Application and the one charged by the GoFood Merchant where You order the F&B Items.
2.14 If You have a complaint regarding GoFood, including in respect of any loss or damage of the F&B Items during the provision of the Transportation Service, You may submit a complaint to Gojek via the User Application. In relation to damaged F&B Items, You must take photographs and other reasonable evidence of the damaged F&B Items.
SPECIFIC TERMS RELATING TO GOSEND
You acknowledge and confirm with Gojek that you understand and agree with the following when connecting to the System to use GoSend. As between You and the Transportation Provider, the terms of the Transportation Service Agreement will apply.
- Additional definitions
Goods means the goods or other items sent or to be sent by a User to a third party recipient by using GoSend;
GoSend means the Transportation Service provided by the Transportation Provider to transport Goods in a Vehicle from a pick-up location designated by the User to a third party recipient at a destination location designated by the User as a postal service; and
Transportation Provider in respect of GoSend means GoSend Co., Ltd which provides the GoSend service to You as an independent, third party service provider, carrying out business on its own account.
- Additional terms for GoSend
2.1 You must provide complete and accurate information regarding the Goods to be delivered (e.g. name of goods, weight of goods, type of goods, and other details) to the Transportation Provider via the User Application.
2.2 No box, cardboard or other packaging will be provided as part of the GoSend service. You will be responsible for packing the Goods to be delivered according to the characteristics of those Goods. Special packaging is advised for fragile or non-durable Goods such as cakes, ice cream, food, fruits and fresh flowers. Gojek is not liable for any damages or changes of form that occur during delivery.
2.3 You represent and warrant that You have been, are, or will be a legal owner of or otherwise have the right to handle the Goods to be delivered via GoSend and that the Goods meet all the requirements as mentioned in these Specific Terms and the Transportation Service Agreement. You will not send any prohibited Goods as set out in Appendix 1.
Goods prohibited from delivery as set out in Appendix 1.
Artworks, including works that are made and created using
skills, sense or creative talents to be sold, displayed, or
collected. Including goods (and their parts) such as
paintings, pictures, vases, tapestries;
Movies, photographed pictures, including photograph negatives,
photograph chromes, photograph slides;
Commodities that are naturally susceptible to damage, or of
highly variable market value, or difficult to confirm;
Antiques or other commodities displaying styles or modes of
past era where their history, age or rarity contributes to
their value, including furniture, tableware, glasses, and
collectibles such as coins and stamps;
Glassware in the form of jewelry, including costume jewelry,
watches and their parts, gemstones or industrial diamond
stones (precious or semi-precious) and jewelry made of
Animal fur, including clothing or other items comprising
Precious metals, including gold or silver bars or powder,
sediment or platinum (except as an integral part of an
- Prepaid phone cards;
- Stamps, excise for liquor, duty stamps.
- Certificates of title;
- Passports and identification cards;
Bank certificates, deposits, securities (including but not
limited to shares, bonds, other documents or Goods that Gojek
defines as a Valuable Document in its discretion).
2.5 If You intend for the Goods to be delivered to a specific person, You must specify the intended recipient on the Goods. Notwithstanding the foregoing, You agree that the Transportation Provider may leave the Goods with any person present at Your designated destination location or otherwise handle the Goods as required by Applicable Law, if Your intended recipient is not present at such location at the time of delivery.
2.6 You agree that the Transportation Provider will return the
Goods to Your designated pick-up location if Your intended
recipient refuses to accept the Goods, or if there is no person
available to receive the Goods at Your designated destination
location. In such an event, You will still be charged the User
Fees for the Transportation Service in accordance with the Terms
of Use, and a cancellation charge may be applicable. If You wish
to re-deliver the Goods, You must submit a new GoSend order via
the User Application.
2.7 You shall not use the GoSend service to:
transport, obtain and/or purchase items prohibited by
Applicable Law, items that require a licence or permit from an
authority in order to be transported, stolen or
misappropriated items, or items that are harmful (including
items containing hazardous or toxic materials, drugs or
transport, obtain and/or purchase any of the Goods listed in
clause 2.6 of these Specific Terms;
transport, obtain and/or purchase pets or any other animals;
- transport items from or to prisons;
transport items that do not safely fit within the Vehicle or
that may damage such Vehicle or create an unsafe condition
(and, in any event, to transport items with dimensions of more
than 70cm (length), 50cm (width), 50 cm (height) or items
weighing more than 20kg); or
transport, obtain and/or purchase valuable items, including
valuable documents (e.g. land certificates, licences or
important agreements), or items valued above VND 2,000,000
(whether individually or in aggregate) or items where
non-delivery, late delivery or damage during delivery could
expose You, the recipient or another person to damage, injury
or other liability (such as medical products, medical devices
or organs for transplant).
2.8 If the Goods have been packed, the Transportation Provider (or the Driver acting on its behalf) may ask You to open and show the inside of a package to ensure that the contents are as You have represented, and You agree to cooperate with such requests.
2.9 Upon Your submission of an order for GoSend services, the estimated time for the Transportation Provider (or Drivers acting on its behalf) to: (a) pick up the Goods from the designated pick-up location; and (b) deliver the Goods to the designated destination location, will be shown on the User Application.
2.10 If You have a complaint regarding GoSend, including in respect of any loss or damage of the Goods during the provision of the Transportation Service, You may submit a complaint via the User Application. In relation to damaged Goods, You must preserve the damaged Goods or, if the Goods are perishable items, take photographs and other reasonable evidence of the damaged Goods. Your complaint will be handled by the Transportation Provider in accordance with the terms of the Transportation Service Agreement.
SPECIFIC TERMS RELATING TO GORIDE
You acknowledge and confirm with Gojek that you understand and agree with the following when connecting to the System to use GoRide. As between You and the Transportation Provider, the terms of the Transportation Service Agreement will apply.
- Additional definitions
GoRide is the Transportation Service provided by the Transportation Provider, using a two-wheel motorised Vehicle (motorcycle) to transport You from a pick-up location to a destination location designated by You; and
Transportation Provider in respect of GoRide means the motorcycle Driver registered on the System who provides the GoRide service to You as an independent, third party service provider, carrying out business on its own account.
- Additional Terms for GoRide
2.1 GoRide is not intended for use in transporting goods or other
items. If You wish to transport goods or other items, You are
encouraged to use GoSend or another applicable service.
2.2 You as the User of GoRide service shall be liable for Your own safety and if You feel uncomfortable with the manner in which the Transportation Provider drives the Vehicle, You are encouraged to remind the Transportation Provider to be more careful. You acknowledge that transportation via a two-wheeled Vehicle carries certain inherent risks and, by using GoRide, You accept such risks.
2.3 You must wear a suitable helmet provided by the Transportation Provider during the trip using the GoRide service. If no helmet is available, You should cancel Your order and notify the same via the User Application.
2.4 You must not interfere with the Transportation Provider's
ability to operate the Vehicle safely.
2.5 You undertake that there will only be one passenger for every Transportation Provider except in the case of a minor under 14 years old using the GoRide service (in which case You shall ensure that such minor is accompanied by an adult). The Transportation Provider is entitled to decline or cancel Your order if the Transportation Provider finds that there are additional passengers.
2.6 If You allow a person other than Yourself to use a GoRide
service requested by You via the User Application (whether or not
accompanied by You), You shall be responsible for the safety of
2.7 Vehicle descriptions are indicative only. To the maximum
extent permitted by Applicable Law, Gojek does not guarantee that
the Vehicle will match its description.
2.8 Pick-up and drop-off locations are approximate. The
Transportation Provider may elect to pick You up or drop You off
at an alternative location nearby where the Transportation
Provider reasonably determines that it is dangerous or it is
prohibited by Applicable Law to pick You up or drop You off at the
SPECIFIC TERMS RELATING TO GOCAR
You acknowledge and confirm with Gojek that you understand and agree with the following when connecting to the System to use GoCar. As between You and the Transportation Provider, the terms of the Transportation Service Agreement will apply.
- Additional definitions
GoCar is the Transportation Service provided by the Transportation Provider using a four-wheel motorised Vehicle (car) to transport a User from a pick-up location to a destination location designated by the User; and
Transportation Provider in respect of GoCar means the licensed service provider of passenger transportation by car that is registered on the System and provides the GoCar service to You as an independent, third party service provider, carrying out business on its own account.
- Additional Terms for GoCar
2.1 GoCar is not intended for use in transporting goods or other items. If You wish to transport goods or other items, You are encouraged to use GoSend or another applicable service.
2.2 You must not eat, drink or smoke in the Vehicle.
2.3 You as the user of GoCar service shall be liable for Your own safety and if You feel uncomfortable with the manner in which the Driver drives his/her Vehicle, You are encouraged to remind the Driver to be more careful.
2.4 You and any other passengers must wear the seat belts provided by the Driver during the trip using the GoCar service. If no seat belt is available, You should cancel Your order and notify the same via the User Application.
2.5 You must not interfere with the Driver’s ability to operate the Vehicle safely.
2.6 You undertake that the number of passengers at a time does not exceed the capacity of passengers permitted for the type of four-wheel Vehicle driven by the Driver. The Driver is entitled to decline or cancel Your order if the Driver finds that the number of passengers will exceed the permitted capacity of passengers.
2.7 If You allow a person other than Yourself to use a GoCar service requested by You via the User Application (whether or not accompanied by You), You shall be responsible for the safety of such person. You shall ensure that any minors using the GoCar service are accompanied by an adult.
2.8 Vehicle descriptions are indicative only. To the maximum extent permitted by Applicable Law, Gojek does not guarantee that the Vehicle will match its description.
2.9 Pick-up and drop-off locations are approximate. The Driver may elect to pick You up or drop You off at an alternative location nearby where the Driver reasonably determines that it is dangerous or it is prohibited by Applicable Law to pick You up or drop You off at the original location.
APPENDIX 1 - LIST OF GOODS PROHIBITED FROM ACCEPTING AND DELIVERING
- Money (cash, coins, foreign currencies and other bearer negotiable instruments);
- Living animals and plants;
- Food, drinks, or food or drink ingredients that require a cooler or a controlled environment;
- Items with a pungent odour, such as durians;
- Gambling devices or lottery tickets;
- Any controlled goods, or goods prohibited for import, export, delivery or circulation under Applicable Law, including without limitation the Goods listed below:
Goods that are prohibited under the Law on Post, as amended or replaced from time to time:
- Goods with contents which provoke, undermine security or the great national solidarity or oppose and sabotage the State of the Socialist Republic of Vietnam;
- Goods containing weapons, explosive articles or substances, toxic or radioactive substances, narcotics or disease germs for terrorist purposes or infringing upon the life and property of citizens or causing social disorder and insecurity;
- Goods containing cultural matters which are contrary to social ethics or the fine traditions and customs of Vietnam;
Goods that are prohibited from circulation by Vietnam law under Decision 88/2000/QD-BTM issued by the Ministry of Trade on 18 Jan 2000 (as amended by Decision 1108/2000/QD-BTM dated 8 Aug 2000), as amended or replaced from time to time:
- Arms and ammunition, military uniforms, military goods, specialised technical facilities for the armed forces;
- Some extremely toxic chemicals;
- Historical relics, cultural objects and museum pieces;
- Cultural reactionary products, pornographic and superstitious objects or things which harm character training;
- Cigarettes produced overseas;
- All types of curative and preventative medicine for humans and domestic animals, plant protection drugs and all types of medical equipment and instruments not yet permitted to be used in Vietnam;
- Plants and wild animals on the lists in international treaties which Vietnam has signed, and all types of other rare animals and plants which need to be protected; and
- Some children's games which are harmful to character training, to children's health, or to order and the safety of society.