Terms & Conditions

1. Eligibility and User Capacity

The Platform may be used only by natural persons who are at least eighteen (18) years of age and who possess the legal capacity to enter into binding agreements under applicable laws.

Users below eighteen (18) years of age may only access and use the Platform with the consent and supervision of their parent or legal guardian. By permitting a minor to use the Platform and accepting these Terms on the minor's behalf, the parent or legal guardian agrees to supervise such use and assumes responsibility for the minor's actions, conduct, transactions, purchases, and obligations arising from the use of the Platform.

If you are below eighteen (18) years of age and do not have the consent of your parent or legal guardian, you must immediately discontinue and refrain from accessing or using the Platform.

2. Modification of Terms

Pasugo reserves the right, at its sole discretion, to modify, amend, revise, supplement, or update these Terms at any time without prior notice, unless otherwise required by applicable law.

Users are strongly encouraged to regularly review these Terms for any updates or changes. Continued access to or use of the Platform following the posting of amended Terms shall constitute the user's acceptance of and agreement to such modifications.

3. Use of Platform and Pasugo Account

3.1 Account Registration. To access certain features and services of the Platform, users are required to create and register a Pasugo account. During registration, Pasugo may require users to provide certain personal information, including but not limited to: full name, valid email address, mobile phone number, password, address, and other information reasonably required for account creation and verification.

Pasugo may, at any time, request additional information, records, or supporting documentation as may be reasonably necessary to comply with legal, regulatory, security, verification, fraud-prevention, or operational requirements, and may implement verification procedures such as One-Time Passwords (OTP) or authentication codes.

3.2 Payment Information. In connection with purchases or transactions, users may be required to provide payment-related information depending on the payment method selected, including bank account details, electronic wallet information, or digital payment account information. Users represent and warrant that all payment information submitted is accurate, complete, current, and lawfully authorized for their use.

3.3 Account Security and Password Responsibility. Users shall maintain the confidentiality of their login credentials and shall not disclose, share, transfer, or permit any other person to use their account credentials or password. Except in cases involving fraud, security breaches, unauthorized access, or misuse not attributable to the user's own acts, omissions, negligence, or fault, users acknowledge that all activities, transactions, and orders made through their account shall be deemed authorized by them and remain their sole responsibility. Users shall immediately notify Pasugo of any suspected unauthorized access, loss of credentials, or security incident.

3.4 Accuracy of User Information. Users agree to provide information that is complete, accurate, current, and truthful at all times. Inaccurate, incomplete, missing, or misleading information — including delivery addresses, contact information, recipient information, or payment information — may result in delays, failed deliveries, cancellation of orders, or inability to complete transactions. Pasugo shall not be liable for delivery failures, delays, or other issues arising from inaccurate information provided by the user.

3.5 Account Deletion. Users who wish to delete or deactivate their Pasugo account may submit a request through the designated account settings within the Platform or by contacting Pasugo. Pasugo reserves the right to retain certain information where required by law, regulatory obligations, dispute resolution, fraud prevention, security, or legitimate business interests.

3.6 Restriction, Suspension, and Termination of Accounts. Pasugo reserves the right, at its sole discretion, to temporarily restrict, suspend, deactivate, or terminate a user's account where:

• unauthorized access or use is suspected;
• another person is found to be using the account without authorization;
• fraudulent, unlawful, abusive, or suspicious activities are detected;
• the user violates these Terms or other applicable policies; or
• the user engages in conduct that may harm Pasugo, partner merchants, rider partners, other users, or the integrity of the Platform.

Pasugo may conduct investigations and require additional information before restoring access to restricted or suspended accounts.

4. Product Information and Illustrations

The photographs, images, descriptions, and other visual representations of products displayed on the Platform are provided for illustrative and informational purposes only. Actual products, packaging, quantity, presentation, color, and appearance may vary from the images shown due to merchant practices, availability, or other factors beyond Pasugo's control. Pasugo does not warrant that product images or descriptions are entirely accurate, complete, current, or free from errors.

5. Nature of the Service

Pasugo serves solely as an online technology platform that facilitates connections between users, partner merchants, and independent rider partners for ordering and delivering food, goods, and other products. Pasugo does not manufacture, produce, prepare, own, sell, resell, store, inspect, package, or directly provide the goods offered by merchants, and does not employ riders as employees. Pasugo acts only as an intermediary platform.

Merchants remain solely responsible for: product quality and availability; food preparation and sanitation standards; product packaging; product descriptions and pricing; and compliance with applicable laws. Independent rider partners remain responsible for delivery performance and compliance with applicable operational policies.

6. User Accounts and Platform Restrictions

6.1 Permitted Use. Users may access and use the Platform only for the purposes for which Pasugo makes it available. The Platform is intended solely for personal, lawful, and non-commercial use unless otherwise expressly authorized in writing by Pasugo.

6.2 Prohibited Activities. Users agree not to engage in any activity that may interfere with the operation, security, integrity, or proper use of the Platform. The following is a non-exhaustive list of prohibited conduct:

• using the Platform for any unlawful purpose or in violation of applicable laws;
• posting or transmitting content that infringes the rights of another person or entity;
• posting content that is unlawful, fraudulent, misleading, obscene, defamatory, threatening, abusive, harassing, offensive, hateful, or otherwise objectionable;
• posting content that promotes violence, discrimination, illegal conduct, or harmful activities;
• creating fraudulent orders, fake transactions, or causing financial loss or operational disruption;
• providing false, inaccurate, or misleading account information;
• permitting another person to access or use your account without authorization;
• harassing, intimidating, threatening, abusing, or harming any user, merchant, rider partner, employee, or other person;
• interfering with, disrupting, damaging, disabling, overloading, or impairing the Platform;
• introducing viruses, malicious code, or malware into the Platform;
• attempting to gain unauthorized access to systems, accounts, servers, databases, or restricted areas;
• collecting, extracting, copying, scraping, or harvesting data without authorization;
• using bots, scripts, or automated systems without authorization;
• encouraging or assisting others to engage in prohibited conduct; and
• engaging in any activity Pasugo reasonably determines to be abusive, harmful, fraudulent, or inconsistent with intended use.

6.3 Enforcement Actions. Where Pasugo reasonably believes a violation has occurred, it may: investigate; remove, restrict, or disable content; issue warnings or require corrective action; suspend, restrict, deactivate, or terminate accounts; refuse transactions or access; report unlawful activities to authorities; and pursue legal remedies.

7. Intellectual Property Rights

All trademarks, trade names, logos, service marks, images, designs, graphics, software, text, content, and other materials displayed on the Platform are the intellectual property of Pasugo and/or authorized third parties. Users shall not copy, reproduce, distribute, modify, publish, upload, transmit, display, sell, create derivative works from, or otherwise exploit such materials without prior written consent. Nothing in these Terms grants any license or right to use any intellectual property without prior written authorization.

8. Restriction on Goods (Alcohol, Tobacco, and Regulated Products)

8.1 Legal Age Requirement. The purchase and delivery of alcoholic beverages, tobacco products, and other age-restricted goods are strictly limited to consumers of legal age. Under Philippine law, users must be at least eighteen (18) years old to purchase alcohol and tobacco. By placing an order that includes such items, the user represents and warrants that they meet the statutory age requirements.

8.2 In-App Age Declaration. Before an alcoholic beverage or restricted product can be added to the cart, a mandatory pop-up age verification disclaimer will appear.

• The user must select "Accept" to legally declare that they are of legal age and consent to the purchase.
• If the user selects "Decline", the action is canceled and the restricted product will not be added to the cart.

8.3 Right to Demand ID and Refuse Delivery. Pasugo, Partner Merchants, and Rider Partners reserve the right to verify the age of the user or recipient upon delivery. The Rider Partner has the absolute right to demand a valid, government-issued photo ID as proof of age, and may refuse to deliver or hand over restricted products to any person who, at the time of delivery: (a) fails or refuses to provide valid proof of age; (b) does not appear to be of legal age; or (c) is, or appears to be, intoxicated or under the influence of alcohol or drugs.

8.4 Forfeiture of Payment and COD Liability. If delivery of restricted goods is refused by the Rider Partner due to the user's or recipient's failure to satisfy Section 8.3, the delivery shall be deemed completed or canceled due to the user's fault, and no refund shall be issued for the order amount or delivery fee. For a Cash-on-Delivery (COD) order where the Rider Partner already advanced payment to the Merchant, the user remains fully liable for the total order amount and delivery fee. Because Pasugo reimburses the Rider Partner, the user acknowledges this outstanding debt is owed directly to Pasugo, and Pasugo may restrict, suspend, or terminate the user's account until the debt is fully paid.

9. Orders

9.1 Placement and Confirmation. When a user places an order, Pasugo may issue an order confirmation through the Platform, SMS, email, or notification. An order confirmation only confirms receipt of the request and does not necessarily constitute acceptance or guarantee of fulfillment. Orders remain subject to merchant acceptance and availability, product availability, rider availability, delivery coverage and operational limitations, payment verification, and other circumstances. Pasugo reserves the right to reject, cancel, or refuse any order where fulfillment is not feasible.

9.2 Pricing, Delivery Fees, and Minimum Order Value. The total amount payable may include the purchase price of goods, delivery fees, applicable service fees, taxes, and other disclosed charges. Certain merchants may impose a Minimum Order Value (MOV); where an order does not satisfy the MOV, the user may be required to add goods or pay the difference where such option is available. Pasugo reserves the right to modify fees, charges, and thresholds at any time.

9.3 Special Instructions. Users may provide special instructions through Platform features. Pasugo and merchants will use reasonable efforts to accommodate them, but compliance may not always be possible. Neither Pasugo nor the merchant is obligated to replace, refund, or compensate solely because special instructions could not be accommodated.

9.4 Product Availability and Substitutions. Availability may vary and products may become unavailable after an order is placed. Where permitted, Pasugo or the merchant may contact the user regarding substitutions or alternatives. If no suitable alternative is available, the affected item or order may be canceled.

9.5 Allergens and Dietary Information. Pasugo is not obligated to provide ingredient, nutritional, allergen, or dietary information, and does not warrant that goods are free from allergens or suitable for specific dietary requirements. Users with allergies, dietary restrictions, or medical conditions are encouraged to communicate their requirements to the merchant before ordering (via the checkout "notes" field or by contacting the merchant directly). Food preparation environments may involve shared equipment or ingredients, and Pasugo shall not be liable for any allergic reactions, illnesses, or adverse health effects.

9.6 Merchant Terms. Certain goods or services may be subject to additional terms imposed by partner merchants, which may apply where appropriate.

9.7 Post-Delivery Communication Window. To facilitate immediate support, the in-app chat between the user and the Rider Partner remains active for twelve (12) minutes after the system marks the order as completed. Users may use this window solely for immediate concerns such as missing items, incorrect drop-off, or product quality. Upon expiration, the channel is permanently closed to protect privacy; for subsequent concerns, the user must contact Pasugo Support or the relevant Merchant.