Terms & Conditions

Last Updated: October 19, 2026

1. Acceptance of Terms

By downloading, installing, or using the PaspasFood mobile application ("App") or visiting our website at paspasfood.com ("Website"), you agree to be bound by these Terms & Conditions ("Terms"). If you do not agree to these Terms, please do not use our services.

2. Description of Service

PaspasFood is a local delivery platform that connects customers with local businesses (restaurants, shops, and other establishments) and delivery riders in Sindangan, Zamboanga Del Norte. We facilitate food ordering, item delivery, and related services.

3. User Accounts

To use our services, you must create an account by providing accurate and complete information. You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized use of your account
• Ensuring your contact information remains current and accurate

Verification. Before a first order, delivery or Pasugo can be placed, your mobile number must be verified by a one-time code we send you by SMS. This is on today: an unverified number cannot order. We may also require your email address to be verified, and we tell you in the app which is outstanding. A rider or Store Partner account additionally needs approval by PaspasFood before it can take work or list products, and documents must be submitted for that.

4. User Roles

PaspasFood supports three user roles, each with specific responsibilities:

• Customers: May browse businesses, place orders, and request deliveries. Customers agree to pay all applicable fees and provide accurate delivery information.
• Business Owners (Store Partners): May list their businesses, manage products and orders. Store Partners agree to maintain accurate product listings, pricing, and availability, and to the obligations in section 9. Registration requires admin approval.
• Delivery Riders: May accept and fulfill delivery requests. Riders agree to deliver orders promptly and safely. Registration requires admin approval and valid identification.

5. Orders and Payments

• All prices displayed are in Philippine Pesos (PHP) and may include applicable fees
• Delivery fees, service fees, and surcharges (e.g., weather surcharge) may apply
• Orders are subject to availability and acceptance by the business
• Cash on delivery is the only payment method. There is no card payment, no e-wallet and nothing paid online. You pay the rider at the door, in cash, when the order arrives
• Coupons and promotions are subject to their specific terms and expiration dates

Pasugo errands. A Pasugo is an errand in which a rider buys goods from a shop that is not on the platform, using their own money, guided by an estimate you give. You pay for the goods actually bought, plus the fees below. Every fee is shown in the app before you confirm, and all of them are paid to the rider.

• Delivery fee — for the distance travelled.
• Shopping fee — for the size and weight of the list. An allowance is included free, so a small errand does not attract one.
• Pasugo fee — for the value of the goods the rider fronts. Where it applies it is the larger of a flat base fee or a percentage of the goods, never both added together.
• Weather surcharge — for the conditions the rider travels in, where one is in force when you book. It is a flat amount, it is fixed at that point, and it does not change when the shop charges more or less than you estimated.

Your estimate, and what the shop charges. The amount you enter is an estimate: it tells the rider how much cash to bring and the fees are quoted from it. The price at the shop is not ours or the rider’s to control, so a rider may record a higher amount when that is what the goods cost. You are notified in the app as soon as they do, before they reach you, and you pay for the goods actually bought. Fees calculated from the goods are recalculated on that figure, which means a fee may be higher than you were quoted if more was spent, and lower if less was. A fee resting on a flat minimum does not reduce when less is spent. No errand may exceed the per-errand maximum shown in the app. If you believe an amount is wrong, do not pay it — contact support, who can see the errand and its record.

These Terms describe how each fee is WORKED OUT, not what it currently costs. The figures in force — the allowances, the rates, the base fee and the percentage — are shown in the app before you confirm an order, and are the ones you are charged. We publish a change to them in the app rather than by amending this document, so that what you are quoted and what you are charged can never be two different things.

What may not be requested. A Pasugo may not be used to buy anything a Store Partner is forbidden to sell under section 9.11 — goods that are illegal to sell, alcoholic beverages, tobacco and vaping products, prescription medicines, or weapons. A rider may refuse or cancel such an errand, and repeated requests may lead to suspension under section 13.

6. How Payment Is Handled

PaspasFood operates one of two payment models. The rider-settled model below is the one in force. Both are described because the platform supports both and we may move between them; if we do, we will say so in the app and here before it takes effect, under section 16.

• Platform-settled. The rider collects payment on delivery and remits it through PaspasFood, which then settles with the business. Amounts owed appear in the wallet in the app.
• Rider-settled. The rider pays the business for the goods at pickup from their own funds and collects the full amount from the customer on delivery. PaspasFood does not hold, transmit, or take a share of that money at any point; our charge to the rider is for the use of the platform, not a commission on your order.

In both models PaspasFood is the platform connecting you to the business and the rider. We are not the seller of the goods and we are not a payment service. What a customer pays is the same either way, and it is the total shown in the app before the order is placed; the models differ only in who holds the money in between.

7. PaspasPoints (Riders)

Where PaspasPoints are in use, a rider buys points from PaspasFood and one point pays for one job. Points are a prepaid right to use the platform. They are not money, not a deposit, and not a security.

Held, then used. Accepting a job holds one point: it leaves the rider’s available balance, stays visible as held, and has not yet been spent. Completing the job uses it. A job that ends without being completed releases the hold or consumes it according to section 8, and the app tells the rider which happened before they leave the screen.

• The price per point is set by PaspasFood and is shown in the app before you buy. A change in price does not change the price you already paid.
• Points are credited only once payment has actually been received and recorded. A request to buy is not a purchase.
• Points do not expire.
• Points are not refundable, not transferable, and have no cash value. They cannot be sold or given to another rider and cannot be converted back into money.
• There is a maximum number of points a rider may hold at one time, shown in the app. This limit exists to cap what a rider has committed to the platform in advance.
• Where an account is suspended or closed, unused points are refunded — see section 13. Points that have already been used on completed jobs are not.
• PaspasFood may correct a point balance to fix an error. Every correction is recorded with a reason and the person who made it, and is visible to the rider in the app.

8. Cancellations and Refunds

When you can cancel, and who bears what. What a cancellation costs depends on how far the order has gone, because at each stage somebody else has already spent something.

• Before the business accepts it. Cancel freely in the app. Nothing has been cooked and no rider has set out. Nothing is charged.
• Accepted, not yet being prepared. Still cancellable in the app. Nothing is charged.
• Being prepared. The business has committed ingredients and time, so cancellation is no longer automatic: contact support or the business through the app. Where food has already been made, you may be asked to pay for it.
• A rider has collected it. The order is on its way and the rider has already paid for it. You can no longer cancel it yourself. It can still be ended by the rider or by PaspasFood where it cannot be completed — see failed delivery below for what happens then, and for what you may be charged if you refuse an order that arrives.

A business may cancel an order it cannot fulfil, and PaspasFood may cancel where an order cannot be completed. In both cases you are charged nothing, and anything you have already paid is returned.

An order a business never answers. If a business does not accept your order within 15 minutes of you placing it, PaspasFood cancels it for you rather than leave you waiting, and we tell you by notification and by email. Nothing has been cooked at that point and nothing is charged. You are free to order again, from the same business or another one.

An order that has been accepted is never cancelled automatically for sitting unclaimed by a rider: by then the business has cooked the food, so the business is asked first and decides. A scheduled order is not cancelled for going unanswered before its time.

Because payment is taken in cash on delivery, a refund is normally a question of not being charged rather than money being returned. Where money has changed hands and should not have, contact support; we aim to answer a refund request within three working days and will say what we decided and why.

Where PaspasPoints are in use, the point held against the job is released when the job is cancelled by the customer, by the business, by PaspasFood, or because it could not be fulfilled.

Where the rider gives a job back themselves, whether the point is released or used depends on the reason they select in the app. It is returned where the job could not be completed through no fault of the rider — the business could not provide the order, the order was not ready after a long wait, the customer could not be reached, or the address was wrong or unreachable — and where stopping was the right thing to do, such as an accident or safety concern, a vehicle breakdown, severe weather, a personal emergency, or the customer asking for an item that may not be bought on a Pasugo under section 9.11. It is not returned where the rider simply chose not to continue, such as distance or traffic, or where no reason is selected from the list: the job was unavailable to every other rider while they held it.

Failed delivery after pickup. Under the rider-settled model the rider has already paid the business for the goods before setting out. If the customer then refuses the order, cannot be reached, or is not at the address given, the rider is left holding goods nobody has paid them for.

A rider in that position must report it in the app before leaving the address, and in any case within 24 hours. PaspasFood then reviews what happened, using what the app already records — the calls and messages sent through it, the location and time, the proof photograph, and the chat with the customer.

• Where the rider did what was asked of them — went to the address given, attempted contact through the app, and waited a reasonable time — PaspasFood reimburses what they paid the business for the goods. The delivery fee for the trip is paid as well.
• Where they did not — no attempt at contact, a different address, goods bought outside the order, or a report made days later with nothing to review — the loss stays with the rider. We will say which of these applied.
• The goods themselves remain the rider’s to keep or dispose of in either case. We do not ask for them back, and a reimbursement is not a purchase.

A customer who refuses a delivered order, is unreachable, or gives an address that does not exist may be asked to pay for the goods, and repeated incidents may lead to suspension under section 13. A customer is not charged for a failure that was not theirs — a rider who never arrived, or arrived somewhere else.

Why this is not left to goodwill. The rider is the only party in this arrangement who puts their own money at risk, and they decide whether to accept a job knowing that. A rule that left them to absorb a stranger’s change of mind would make the careful rider and the careless one equally exposed, and would quietly price the job at something other than what it says on the card.

9. Store Partner Obligations

A Store Partner is an independent business selling its own goods through the platform; PaspasFood is not the seller. In addition to the obligations that apply to every user, a Store Partner agrees to the following. These are binding terms. The practical guidance that goes with them is published in the Store Guide.

9.1 Treatment of riders. Riders must be treated professionally and respectfully, whatever the value of the order or the distance of the delivery. A Store Partner must not subject a rider to verbal abuse, discrimination, harassment or threats; must give clear instructions for pickup and payment; must assist riders promptly on arrival and avoid unnecessary delay; and must not require a rider to perform unpaid tasks unrelated to the order they are collecting. A safe and reasonable pickup point must be provided wherever possible.

9.2 Preparation times and waiting. A Store Partner must give a realistic preparation time based on actual workload and complexity, and prepare the order within it wherever reasonably possible. An order must not be marked ready before it is prepared and properly packed. Where a significant delay occurs, the preparation time must be updated in the app so the customer and the rider are told; a rider must not be left waiting without an update. Unexpected delays happen, and prompt communication is what is expected.

9.3 Availability and changes to an order. Product availability must be kept accurate and unavailable items marked as sold out. A Store Partner must not substitute, remove or change any item without the customer’s prior approval, must never substitute a cheaper or different product without telling the customer, and must clearly state any additional charge arising from a change the customer has approved. Customers are entitled to receive the goods they agreed to buy.

9.4 Listings and photographs. Descriptions, prices, quantities and photographs must accurately represent the goods being sold, and photographs should be of the Store Partner’s own products. Editing tools, including AI tools, may be used to improve lighting, background or image quality; images that misrepresent the actual product — whether AI-generated or heavily edited — must not be used, and serving sizes, ingredients and appearance must not be exaggerated. Photographs belonging to another business must not be used without permission.

9.5 Food safety, quality and packaging. A Store Partner must comply with applicable food safety and sanitation requirements and keep the necessary permits current. Goods must be packaged so they survive the journey: containers clean and secure, drinks, soups and sauces sealed, hot and cold items separated where appropriate. An order must contain the correct items, quantities and approved customisations, and must be checked for completeness before it is handed to a rider. Goods known to be spoiled, expired, contaminated or otherwise unsafe must never be supplied.

9.6 Handover and payment. Where a rider pays the Store Partner at pickup, the Store Partner must verify the order before accepting payment, may collect only the confirmed amount shown for that order, and must not impose any additional charge on the rider. A receipt or other proof of purchase must be provided where required, and the Store Partner must confirm that the correct order has been handed over. Any discrepancy must be raised with PaspasFood support rather than settled by pressing the rider, who is not personally responsible for the Store Partner’s preparation errors or for matters outside their control.

9.7 Cancellations and disputes. A Store Partner should not accept orders it cannot reasonably fulfil, and must notify the customer and PaspasFood promptly where an accepted order cannot be completed. A Store Partner must not require a rider to pay personally for a cancelled order, a missing item or a mistake made by the store. Responsibility for a loss, refund or compensation is determined on the circumstances, the available evidence, applicable law and PaspasFood’s published cancellation and dispute policies. No party is held responsible without the situation being reviewed, and all parties are expected to cooperate in resolving a dispute fairly.

9.8 Store information. Store name, location, contact details, operating hours, temporary closures, prices, product availability and preparation times must be kept current. A Store Partner that cannot take further orders should pause ordering in the app rather than leave orders unanswered.

9.9 Pricing and transparency. Displayed prices must be accurate. Prices must not be increased after an order has been accepted without the customer’s approval; amounts not included in the confirmed order must not be charged to a rider; sizes, quantities and options must be clearly stated; and promotional offers and discounts must be truthful and clearly explained.

9.10 Privacy of customers and riders. Contact details, delivery addresses and other personal information received through the platform may be used only for purposes related to the order they came with. A Store Partner must not disclose them without authorisation or another lawful basis; must not contact a customer or rider for unrelated personal or promotional purposes without an appropriate lawful basis; must not publish screenshots of private conversations or personal information; and must comply with applicable data privacy law.

9.11 Prohibited products. A Store Partner must not list, offer or supply through PaspasFood any product that is illegal to sell under Philippine law, or any alcoholic beverage. This applies to the listing itself and to what is actually handed to a rider: alcohol must not be added to an order, substituted into one, or included as a free item, gift or promotion. The same prohibition covers anything else whose sale requires a licence we do not hold or an age check nobody can perform at a customer’s door — including tobacco and vaping products, prescription medicines, and weapons. PaspasFood is not a licensed seller of age-restricted goods, no age is verified at handover, and the rider delivering is not acting as a retailer. A listing of this kind may be removed without notice, and supplying such goods is grounds for suspension under section 13.

10. Store Partner Fees

PaspasFood is in an introductory launch period. During it, Store Partners may use the platform with no subscription fee, no platform fee and no store commission, unless separately agreed in writing. This is a temporary promotional benefit intended to support local businesses while the platform grows.

PaspasFood may introduce fees in future. Store Partners will be given at least 30 days’ advance notice of any such fee, including the proposed rate, the payment terms and the date it takes effect. No fee will be applied retroactively to transactions completed during the free promotional period. A Store Partner may then decide whether to continue using the platform under the updated terms.

11. Reviews and Feedback

Reviews are published to help other customers choose, and may be left only by someone who received the order they concern.

• Reviewers are not identified by name. A published review shows the reviewer’s initials, such as “M***** S*****”, and never their profile photograph. PaspasFood support can see the account behind a review in order to investigate a report about it.
• No user may pressure a customer or a rider for a positive review, or offer an unauthorised incentive in exchange for a rating that misleads.
• A review must concern the actual order. Abusive content, personal information about another user, and content unrelated to the transaction may be removed.
• Unfair or abusive behaviour, in a review or anywhere else, may be reported through PaspasFood support. Complaints are expected to be raised professionally on all sides.

Repeated or serious breaches of these Terms may result in a warning, a temporary restriction, or suspension of an account, subject to review and, where practicable, an opportunity to respond. Section 13 governs suspension and termination.

12. Prohibited Conduct

You agree not to:

• Use the service for any unlawful purpose
• Provide false or misleading information
• Interfere with or disrupt the service
• Create multiple accounts to circumvent restrictions
• Harass, abuse, or harm other users, business owners, or riders
• Use another user’s personal information — name, address, or contact number — for anything other than the order it was given for, or publish it
• Manipulate reviews or ratings, whether by pressure, incentive, or posting a review for an order you did not receive
• Attempt to gain unauthorized access to any part of the service

13. Account Suspension and Termination

An account may be suspended or closed for a reason stated in these Terms. The grounds are:

• A breach of these Terms, including the obligations in sections 9 and 12.
• Fraud, theft, or dishonesty about an order, a delivery or a payment.
• Conduct that puts another person at risk, including abuse, threats, discrimination, or supplying goods that are unsafe.
• Repeated failures of the same kind after being told about them — cancelling accepted jobs, refusing delivered orders, listing goods that are not available.
• A legal requirement, or an instruction from a competent authority.

You will be told why. We give the reason and the date it takes effect. Except where someone is at immediate risk, or where the law requires us to act at once, we will raise the problem with you before suspending an account rather than after.

You can appeal. Reply to the notice, or contact support within 14 days. A different person reviews it where that is practicable, and we answer with a decision and the reason for it. Nothing here removes any right you have to take the matter further.

Prepaid balances are returned. Where a rider’s account is suspended or closed, unused PaspasPoints are refunded in full, whatever the reason for the suspension. The money was paid in advance for a service we are no longer letting them use, and that is true even when the suspension is deserved. Points already used on completed jobs are not refunded, because those jobs happened.

14. Limitation of Liability

PaspasFood is the platform that connects customers, businesses and riders. The business is the seller of the goods and is responsible for them; the rider carries out the delivery and is responsible for how they do it. We do not cook the food, we do not own the vehicles, and we are not a party to the sale.

What we are responsible for. Running the platform with reasonable care; showing prices and fees accurately before you commit; applying our own published rules as written, including the refund and reimbursement rules in section 8; handling your personal information as set out in our Data Policy; and investigating a report made to support and telling you what we decided.

What we are not responsible for. The quality, safety or legality of goods a business supplies; the conduct of a user towards another; loss arising from information you gave us that was wrong, such as an address; or a failure caused by something outside our reasonable control.

Your statutory rights are not affected. Nothing in these Terms removes or limits any right you have under Philippine law, including the Consumer Act of the Philippines (Republic Act No. 7394), the Civil Code, and the Data Privacy Act of 2012 (Republic Act No. 10173). Where any part of these Terms conflicts with a right the law gives you, the law applies and the rest of these Terms continue in force. Nothing here excludes liability for death or personal injury caused by our negligence, or for fraud.

15. Intellectual Property

All content, trademarks, logos, and intellectual property associated with PaspasFood are owned by PaspasFood. You may not reproduce, distribute, or create derivative works without our prior written consent.

16. Changes to Terms

We may update these Terms. Every version carries the date it was last updated, at the top of this page, and the current version is always the one published here.

A material change is told to you in advance. A material change is one that affects what you pay, what you are owed, or what you may do on the platform — introducing or raising a fee, changing how a refund or reimbursement works, changing what happens to PaspasPoints, or adding an obligation. For those we give at least 14 days’ notice in the app or by email before the change takes effect, stating what is changing and from when. Store Partner fees carry their own longer notice period of 30 days under section 10.

Corrections that do not change your position — fixing a typo, clarifying wording, renumbering — take effect when published.

If you do not agree. You may stop using the platform before the change takes effect, and a rider may ask for their unused PaspasPoints back under section 13. Continuing to use the platform after the effective date means the updated Terms apply to you — but a material change is never applied to something you already did: an order placed, a job accepted, or a point bought under the previous version is governed by that version.

17. Contact Us

If you have questions about these Terms, please contact us at support@paspasfood.com or call TBA.