Terms & Conditions

1. Eligibility and accounts

You must provide accurate and complete information when registering and must keep your account information reasonably current.

• You are responsible for activity performed through your account.
• You must keep your password and login credentials confidential.
• You must not create accounts using another person’s identity without lawful authority.
• You must not use false, misleading, altered, or fraudulent verification documents.
• You must promptly inform Clicks & Go if you believe your account has been compromised.

By creating an account, you confirm that you are at least 18 years old or otherwise legally capable of entering into the transactions and obligations associated with the Service under applicable law.

2. Role of Clicks & Go

Clicks & Go provides a digital marketplace and delivery platform through which buyers may discover products, sellers may offer eligible goods or services, and delivery riders may fulfil eligible delivery requests.

Unless Clicks & Go is expressly identified as the seller of a particular item, the participating seller is responsible for the accuracy, quality, legality, safety, availability, and fulfilment of that seller’s products. Riders are responsible for performing assigned deliveries with reasonable care and in accordance with these Terms.

3. Buyer responsibilities

Buyers agree to:

• Provide a correct name, contact number, and delivery address.
• Provide clear delivery instructions when reasonably necessary.
• Review the product, quantity, price, delivery fee, and order total before placing an order.
• Be available to receive the order or arrange lawful receipt by an authorised person.
• Pay the amount properly due using the selected payment method.
• Not submit false payment references, altered receipts, or fraudulent payment proof.
• Inspect delivered items as soon as reasonably practicable and report genuine problems promptly.
• Communicate respectfully with sellers, riders, support staff, and other users.

A buyer is responsible for ensuring that products ordered are lawful and appropriate for that buyer to purchase, receive, possess, or use.

4. Seller responsibilities

Sellers agree to:

• Maintain truthful and current business, contact, and payment information.
• Provide valid verification or business documents where required.
• Only list products the seller is legally permitted and reasonably able to supply.
• Keep product descriptions, prices, photographs, stock, and availability accurate.
• Clearly disclose material product conditions, limitations, sizes, variants, allergens, warnings, or other information reasonably needed by buyers.
• Review incoming orders promptly and accept only orders the seller can fulfil.
• Prepare accepted orders accurately and within a reasonable period.
• Use safe, clean, and suitable packaging appropriate to the product.
• Comply with applicable consumer, food, product-safety, licensing, tax, business-registration, privacy, and e-commerce requirements.
• Deal honestly with buyers, riders, and Clicks & Go administrators.

Sellers remain responsible for their products, representations, warranties, legal compliance, and fulfilment obligations except to the extent applicable law provides otherwise.

5. Delivery-rider responsibilities

Delivery riders agree to:

• Maintain accurate identity, contact, licence, and vehicle information where required.
• Accept only deliveries they can reasonably and lawfully complete.
• Handle products with reasonable care and avoid unnecessary delay, damage, contamination, tampering, or loss.
• Follow lawful delivery instructions and applicable road and safety rules.
• Use customer contact and location information only for the relevant delivery and authorised platform purposes.
• Not demand unauthorised charges from buyers or sellers.
• Update delivery status honestly and accurately.
• Report accidents, damaged goods, payment issues, failed delivery attempts, or serious disputes promptly.

6. Product listing rules

Product listings must be accurate, understandable, and not misleading. Sellers must have the right to use the photographs, logos, descriptions, trademarks, and other content they upload.

A listing must not:

• Misrepresent the product, price, quantity, quality, origin, condition, brand, ingredients, or availability.
• Use deceptive before-and-after claims or false endorsements.
• Infringe another person’s intellectual-property or proprietary rights.
• Hide mandatory charges or materially important conditions from the buyer.
• Offer prohibited, illegal, unsafe, counterfeit, stolen, or unlawfully regulated goods.

Clicks & Go may remove or restrict listings that appear to violate these Terms, applicable law, platform safety requirements, or the rights of another person.

7. Orders and seller acceptance

Placing an order submits a request to purchase the listed products. Where the Service requires seller acceptance, an order is not treated as accepted by the seller until the seller confirms it through the Service.

A seller may decline an order when an item is unavailable, the listing contains an obvious error, the order cannot reasonably be fulfilled, the transaction appears fraudulent or unlawful, or another legitimate operational or safety reason applies.

Clicks & Go may assign an order number and maintain transaction records for administration, tracking, customer support, dispute handling, and platform security.

8. Cash and online payments

Available payment methods may include Cash on Delivery and supported external payment methods such as GCash, Maya, or online banking.

• Buyers must pay the correct amount due for accepted orders.
• Users must not provide false or altered payment evidence.
• Sellers must provide accurate payment account details where required.
• Users should never send passwords, MPINs, PINs, or one-time passwords (OTPs) through Clicks & Go chat or to another user.

Third-party payment providers operate under their own terms and may independently process payments or payment information. Clicks & Go is not responsible for outages or errors solely within an independent third-party payment service, except to the extent applicable law provides otherwise.

9. Delivery and self pickup

Delivery

Delivery fees shown at checkout apply to the selected order and may depend on the platform’s current delivery-fee settings.

Buyers must provide a reasonably accessible delivery location and accurate contact details. Riders should make reasonable efforts to complete an assigned delivery safely and correctly.

Self pickup

If Self Pick Up is selected, the buyer is responsible for collecting the accepted order from the seller’s stated pickup location within the timeframe reasonably agreed with the seller.

Estimated preparation or delivery times are estimates unless expressly stated otherwise. Weather, traffic, seller preparation time, rider availability, safety incidents, and other circumstances may cause delay.

10. Cancellations, returns and refunds

Cancellation, return, replacement, and refund outcomes depend on the status of the order, the reason for the request, the product involved, seller responsibilities, payment status, and applicable consumer law.

Buyer cancellation

A buyer should request cancellation as early as possible. Cancellation may not always be available after a seller has accepted, prepared, customised, released, or dispatched an order, particularly where the product cannot reasonably be returned or resold. This does not limit rights that apply under law.

Seller cancellation

Sellers should cancel only for legitimate reasons such as unavailable stock, inability to fulfil the order, safety concerns, or suspected fraud. Sellers must not repeatedly accept orders they cannot reasonably fulfil.

Damaged, defective, incorrect, or materially misdescribed products

Buyers should report genuine problems promptly and provide reasonable evidence where appropriate. The seller and Clicks & Go may review order records, photographs, payment information, messages, and delivery evidence when handling the concern.

Refunds

Where a refund is due, the refund method and timing may depend on the original payment method and the parties involved. Clicks & Go will not use these Terms to deny any refund, replacement, repair, or other remedy that a consumer is legally entitled to receive.

11. Prohibited products and conduct

Users must not use Clicks & Go to advertise, sell, purchase, transport, facilitate, or distribute products or services that are illegal, stolen, counterfeit, unsafe, fraudulent, or prohibited by applicable law.

Without limiting the above, prohibited activity includes:

• Illegal drugs, unlawfully supplied controlled substances, or drug paraphernalia prohibited by law.
• Illegal firearms, explosives, prohibited weapons, or unlawfully supplied weapon components.
• Stolen, counterfeit, pirated, or fraudulently represented goods.
• Items whose sale, possession, transport, or delivery is unlawful.
• Fraud, payment manipulation, impersonation, identity theft, or falsified documents.
• Threats, harassment, discrimination, abuse, or exploitation of another user.
• Malware, unauthorised access attempts, scraping intended to disrupt the Service, or other harmful technical conduct.
• Use of the Service to facilitate unlawful activity.

Regulated products may be restricted or prohibited unless Clicks & Go expressly supports them and all legal, licensing, age, verification, transport, and delivery requirements are satisfied.

12. Reviews, ratings, chat, and user content

Reviews, ratings, messages, photographs, and other user-submitted content must be based on genuine activity and must not be fraudulent, threatening, defamatory, obscene, discriminatory, or unlawfully disclose another person’s private information.

Clicks & Go may remove content or restrict features where reasonably necessary for safety, moderation, legal compliance, or enforcement of these Terms.

13. Account suspension and termination

Clicks & Go may warn, limit, suspend, deactivate, or terminate an account or shop when reasonably necessary because of:

• Fraud or suspected fraud
• False identity or verification documents
• Repeated non-fulfilment or serious marketplace misconduct
• Unsafe or prohibited listings
• Payment manipulation or abuse
• Harassment, threats, or serious misconduct
• Security risk or unauthorised account activity
• Violation of applicable law or these Terms

Where appropriate and reasonably practicable, Clicks & Go may provide notice or an opportunity to explain the situation. Immediate restriction may be used where necessary to protect users, preserve evidence, prevent fraud, comply with law, or address an urgent safety or security risk.

14. Complaints and disputes

Buyers, sellers, and riders should first attempt to resolve ordinary order concerns through the available Clicks & Go support or dispute process.

When reviewing a complaint, Clicks & Go may consider order records, payment evidence, listing information, photographs, messages, delivery status, verification records, and other reasonably relevant information.

Nothing in these Terms prevents a consumer or other person from seeking assistance from an appropriate government authority or exercising a right or remedy available under applicable law.

15. Liability and service availability

Clicks & Go aims to provide a reliable and secure Service, but uninterrupted or error-free operation cannot be guaranteed. The Service may occasionally be unavailable because of maintenance, internet outages, hosting failures, third-party service failures, security incidents, or events outside reasonable control.

To the maximum extent permitted by applicable law, Clicks & Go is not responsible for indirect or consequential loss arising solely from a user’s own unlawful conduct, inaccurate information supplied by a user, unauthorised use of an account caused by the user’s failure to protect credentials, or circumstances genuinely outside Clicks & Go’s reasonable control.

16. Privacy and personal data

Use of Clicks & Go is also subject to the Clicks & Go Privacy Policy, which explains how personal data is collected, used, disclosed, protected, retained, and deleted.

17. Changes to these Terms

Clicks & Go may update these Terms when the Service, fees, marketplace rules, legal requirements, safety standards, or platform features change. The “Last updated” date will be revised when an update is published.

Where a material change affects existing users, Clicks & Go may provide additional notice through the Service or another reasonable method. Continued use after an updated version takes effect constitutes acceptance to the extent permitted by law.

18. Governing law

These Terms are governed by the laws of the Republic of the Philippines, without prejudice to mandatory consumer, privacy, e-commerce, or other legal protections that apply to a particular transaction or user.

Any dispute that cannot be resolved informally may be brought before the appropriate court, tribunal, regulator, or government authority having lawful jurisdiction.

19. Contact information

Questions, complaints, account concerns, or requests relating to these Terms may be directed to: