Terms of Service

1. Acceptance of Terms

Welcome to CraveGo! By accessing or using our food and grocery delivery platform, consumer mobile applications, the CraveGo POS (Point of Sale) desktop or mobile applications, or any related digital solutions provided by us (collectively, the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our Service.

CraveGo operates an on-demand logistics, delivery, and commerce enablement platform that connects retail consumers with local restaurant and grocery partners, independent delivery riders, and dedicated Point of Sale configurations in the Republic of the Philippines.

2. Eligibility

To use CraveGo platforms as a consumer or a merchant administrator, you must:

• Be at least 18 years old, or have parental/guardian consent if between 13–17 years old (applicable to the consumer app only).
• Possess a valid Google account or verified business credentials for secure authentication purposes.
• Provide accurate, current, and complete registration or business entity information.
• Have the legal capacity and authority to enter into a binding contractual agreement.

3. Account Registration & Security

To access features of CraveGo or the CraveGo POS system, you must create an authenticated account. You are strictly responsible for:

• Maintaining the confidentiality and security of your account credentials, authorization PINs, and access tokens.
• All activities, transactions, orders, and system changes that occur under your account or POS terminal.
• Notifying us immediately at support@cravego.ph of any unauthorized access or suspected security breach.
• Ensuring your user profile or merchant establishment details are kept accurate and up to date.

4. Using Our Service (General Rules)

When utilizing the CraveGo ecosystem, you agree to:

• Provide verified addresses, contact numbers, and delivery instructions.
• Be available to safely receive or hand off orders at designated drop points or storefronts.
• Treat all merchant partners, grocery staff, delivery riders, and CraveGo personnel with professionalism and respect.
• Pay in full for all orders, subscriptions, platform fees, or transactions processed through your account.
• Not misuse, reverse-engineer, or exploit the customer apps, merchant interfaces, or POS software for fraudulent, speculative, or illegal actions.

5. Orders, Pricing, and Payments

• Placing Orders: A consumer order constitutes an offer to purchase goods from a restaurant or grocery partner. The transaction is formally locked once accepted by the merchant via the platform or their CraveGo POS terminal.
• Pricing Structure: Item pricing is controlled by the respective restaurant and grocery merchants. Prices displayed on the online customer platform may vary from brick-and-mortar in-store rates. Applicable delivery fees, container charges, and platform service fees will be added at checkout.
• Payment Methods: The platform supports multiple payment methods, including Cash on Delivery (COD), E-Money (CraveGo Wallet), and secure online digital gateways.
• Fintech Compliance & Logins: To maintain rigorous security and fintech compliance for digital transactions, the Service enforces absolute secure user authentication. Unauthorized anonymous transactions are strictly blocked.
• Cancellations: Orders can only be canceled before a merchant begins preparation or packing. Once a store accepts and begins processing the order via the CraveGo POS, cancellations are generally restricted, and full charges may apply.

6. Delivery and Logistics

Delivery times provided during checkout are realistic projections and can fluctuate based on:

• Merchant kitchen preparation times or grocery picking delays.
• The distance between the merchant storefront and the delivery destination.
• Unpredictable traffic, infrastructure congestion, and local Bicol weather patterns.
• High order volumes during peak dining or weekend hours.

Consumers must provide a clear, safe, and accessible drop-off location. If a delivery fail occurs due to inaccurate drop-off information or customer unavailability, additional handling and restocking fees may be charged.

7. E-Money and CraveGo Wallet

CraveGo may deploy an E-Money or closed-loop digital wallet feature:

• Wallet balances are strictly designated for making purchases inside the CraveGo platform.
• Account top-ups, adjustments, and cashouts are subject to standard verification protocols.
• Wallet balances are non-transferable to outside systems except under explicit platform features.
• We reserve the right to temporarily freeze or permanently suspend wallet capabilities on accounts flagged for security review or suspected fraudulent manipulation.

8. CraveGo POS (Point of Sale) Merchant Terms

This section governs partner restaurants and grocery stores utilizing the CraveGo POS software application:

• Software License: CraveGo grants merchants a limited, non-exclusive, non-transferable, revocable license to use the CraveGo POS application solely for managing store operations, physical in-store sales, inventory tracking, and synchronized online ordering.
• Inventory Synchronization: Merchants are responsible for maintaining accurate stock levels, item descriptions, and pricing on their POS terminal. The CraveGo POS automatically syncs this data with the live consumer marketplace. CraveGo is not liable for consumer complaints arising from un-updated POS inventory or out-of-stock items.
• In-Store Transactions: The merchant agrees that all over-the-counter or walk-in sales processed through the CraveGo POS must comply with local tax reporting obligations.
• Staff Roles and PINs: Store administrators are fully liable for setting up and auditing employee access profiles (cashiers, managers) inside the POS system. Any cash discrepancies, inventory adjustments, or pricing alterations made via employee accounts remain the sole legal responsibility of the merchant business owner.

9. Independent Partner Relationships

• Merchant Independence: Restaurants and grocery partners operating on the platform or utilizing the CraveGo POS are completely independent businesses. CraveGo does not prepare food, package raw groceries, or manage store operations. We are not liable for product safety, culinary quality, ingredient accuracy, allergens, or mislabeled items.
• Rider Independence: Delivery riders are independent logistical contractors, not employees of CraveGo. They are legally responsible for the safe transit of items from the merchant to the consumer. For any critical issues during transit, users should instantly ping CraveGo support for structural mediation.

10. Refunds, Disputes, and Adjustments

Refund considerations or account adjustments are evaluated for:

• Orders completely dropped or undelivered by logistics.
• Grossly incorrect or entirely missing items from a packed order.
• Legitimate, documented food safety or product spoilage issues.
• Direct technical system failures or terminal transmission faults.

All refund or adjustment requests must be filed with CraveGo support within twenty-four (24) hours of the order's scheduled delivery or transaction time. Final resolutions are issued at the sole discretion of CraveGo following a data log review.

11. Prohibited Conduct

All users, consumers, and store staff agree NOT to engage in the following actions:

• Using the applications or POS systems for money laundering, unapproved credit extraction, or illegal black-market commerce.
• Harassing, abusing, or threatening delivery riders, store personnel, or CraveGo support teams.
• Submitting fake orders, staging fraudulent POS transactions, or providing intentionally deceptive location data.
• Attempting to breach, decompile, or injection-attack CraveGo's databases, Firebase systems, or network channels.
• Using automated bots, scrapers, or scripts to monitor platform menus, pricing, or system analytics without explicit administrative authorization.

Violations of this section will result in immediate system banishment, account termination, and potential legal referral to authorities.

12. Intellectual Property Rights

All proprietary elements of the Service—including the CraveGo application code, the CraveGo POS terminal architecture, user interface graphics, brand designs, logos, text, and database systems—are owned exclusively by CraveGo or its technical licensors. You may not copy, replicate, modify, or distribute our intellectual assets without written authorization from management.

13. Limitation of Liability

To the maximum extent permitted by the laws of the Republic of the Philippines:

• The Service and CraveGo POS apps are provided on an "as is" and "as available" basis without warranties of any kind.
• CraveGo is not liable for indirect, incidental, special, or consequential damages, including lost profits or business interruptions hitting merchants due to temporary POS or network downtime.
• Our total structural liability for any proven claim is capped at the specific amount paid by the user for the single transaction or order directly connected to the dispute.

14. Indemnification

You agree to indemnify, defend, and hold harmless CraveGo, its founders, technical officers, and operational employees from any legal claims, liabilities, losses, or expense assessments (including legal fees) arising directly from your misuse of the platforms, violation of these Terms, or infringement of third-party operational rights.

15. Service Modifications & Pricing Updates

We reserve the right to:

• Modify, update, or patch features within the consumer applications or the CraveGo POS system to enhance performance.
• Adjust subscription fees, commission structures, or transaction processing percentages by providing reasonable advance notice to our merchant partners.
• Revise these Terms at any time. Updates will be broadcasted to users by changing the "Last Updated" date above and deploying system alerts. Continued platform use signifies contract acceptance.

16. Termination Protocol

We reserve the right to suspend or terminate your system access (including blocking POS terminal operations) without prior notice if you:

• Violate any core segment of these Terms of Service.
• Engage in provable fraudulent, abusive, or high-risk transaction activities.
• Fail to clear billing balances, platform commissions, or order payouts.

Merchants and consumers can initiate account deletion at any time by coordinating directly with our data administration team.

17. Governing Law & Jurisdiction

These Terms are governed by, construed, and enforced in accordance with the laws of the Republic of the Philippines. Any unresolved legal disputes or actions stemming from these terms shall be filed exclusively before the proper courts of Masbate, Philippines, to the exclusion of all other venues.

18. Severability

If any single provision or clause within these Terms is deemed unlawful or unenforceable by a court of competent jurisdiction, that specific element will be modified to reflect intent, and the remaining terms will continue to operate in absolute full force and effect.

19. Contact Information

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