CUSTOMER TERMS AND CONDITIONS

Effective Date: February 24, 2026

These Customer Terms and Conditions (“Terms”) govern your access to and use of the ehatud mobile application, website, and related services (collectively, the “Platform”).

The Platform is owned and operated by:

ehatud, a duly registered sole proprietorship under the laws of the Republic of the Philippines, with principal business address at:

32 Purok Papaya, Pondol, Hinunangan, Southern Leyte, Philippines

References to “ehatud,” “we,” “us,” or “our” refer to the registered sole proprietorship operating under the business name ehatud.

By creating an account, placing an order, or using the Platform, you agree to be legally bound by these Terms.

1. Nature of the Platform

1.1 Technology Marketplace

ehatud operates solely as an online marketplace and technology platform that connects customers (“Customers”) with independent merchants, restaurants, stores, and delivery partners (“Merchants” and “Riders”).

1.2 No Sale of Goods

ehatud does not manufacture, prepare, stock, sell, or deliver products.

All goods and services are offered and fulfilled solely by independent Merchants.

1.3 Independent Contractors

Merchants and Riders are independent contractors and are not employees, agents, or representatives of ehatud.

2. Payments and Financial Processing

2.1 No Financial Services

ehatud is not a bank, remittance company, payment processor, or electronic money issuer.

ehatud does not provide escrow, stored value, custodial financial services, or digital wallet services.

2.2 Payment Partners

All electronic payments made through the Platform are processed exclusively by licensed third-party payment service providers (“Payment Partners”), which may include Dragonpay Corporation or other authorized providers.

Electronic payments are processed in accordance with the Payment Partner’s independent systems, policies, and regulatory obligations.

ehatud does not collect, hold, or transmit customer funds as a financial intermediary.

2.3 Payment Partner Terms

By selecting a payment method, you agree to comply with the applicable Payment Partner’s terms and policies.

3. Listings, Product Quality, and Packaging Responsibility

Merchant is solely responsible for:

  • Accuracy of product descriptions;

  • Pricing and availability;

  • Food safety and regulatory compliance;

  • Product quality and freshness;

  • Proper and secure packaging suitable for transport and delivery.

Merchant agrees that all items prepared for delivery must be packaged in a manner that:

  • Prevents leakage, spillage, contamination, or damage;

  • Maintains food safety standards;

  • Is reasonably durable for transportation conditions.

ehatud shall not be liable for product damage, contamination, or quality issues arising from inadequate, defective, or negligent packaging by the Merchant.

Where damage is determined to result from packaging negligence, the Merchant shall bear responsibility for any resulting refund or loss.

4. Account Verification, Fraud Prevention, and Payment Eligibility

4.1 Customer Verification

To protect Merchants, Riders, Customers, and the integrity of the Platform, ehatud implements identity verification and fraud prevention measures.

These measures may include:

  • Mobile number verification via One-Time Password (OTP);
  • Delivery location confirmation via geolocation tools;
  • Account review procedures;
  • Transaction pattern monitoring;
  • Risk-based payment method controls.

ehatud reserves the right to request additional verification where reasonably necessary to prevent fraud, abuse, or financial loss.

Failure to comply with verification requirements may result in account restriction, suspension, or limitation of available payment methods.

Verification measures are implemented for operational security and do not constitute financial services.

4.2 Payment Method Eligibility

Payment method availability may depend on:

  • Account verification status;

  • Transaction history;

  • Risk assessment controls;

  • Fraud monitoring results.

Certain payment methods, including Cash on Delivery (COD), may be temporarily unavailable to new or higher-risk accounts.

4.3 Cash on Delivery (COD)

For COD transactions:

  • Payment is collected directly by the assigned Rider upon delivery;

  • ehatud does not operate a remittance service;

  • ehatud does not act as a financial intermediary for COD funds.

4.4 Restriction of Payment Methods

ehatud may restrict or revoke access to certain payment methods if a Customer:

  • Refuses to accept confirmed orders;

  • Is repeatedly unreachable during delivery;

  • Causes failed delivery attempts;

  • Engages in fraudulent disputes or chargebacks;

  • Provides misleading delivery information;

  • Causes financial loss to Merchants or Riders.

5. Orders

5.1 Orders constitute an offer to purchase directly from the Merchant.

5.2 Orders are confirmed only upon acceptance by the Merchant.

5.3 Once preparation or dispatch has begun, cancellation may not be permitted.

5.4 Product availability is not guaranteed.

6. Pricing and Fees

6.1 Prices are determined solely by Merchants and may differ from in-store pricing.

6.2 Additional charges may include:

  • Delivery fees

  • Platform/service fees

  • Small order fees

  • Peak-hour or surge fees

6.3 Payment processing fees, where applicable, are determined by the relevant Payment Partner.

6.4 ehatud reserves the right to correct pricing or system errors.

7. Delivery

7.1 Delivery times are estimates only and are not guaranteed.

7.2 Delays may occur due to:

  • Traffic

  • Weather

  • Merchant preparation time

  • Rider availability

  • High demand

  • Operational constraints

7.3 Customers must provide accurate delivery details and remain available to receive orders.

7.4 Failed Delivery

If a Customer:

  • Is unavailable or unreachable;

  • Refuses to accept delivery;

  • Provides incorrect delivery details;

The order may be treated as completed if preparation or dispatch has already occurred.

Refunds, if any, shall be subject to Merchant review and applicable Payment Partner policies.

Access to certain payment methods may be restricted.

8. Refunds and Disputes

8.1 Refund requests must be submitted within 24 hours of delivery.

8.2 Eligible refund scenarios may include:

  • Incorrect items

  • Missing items

  • Damaged goods

  • Non-delivery

8.3 Approved refunds shall be processed through:

  • The original payment channel facilitated by the applicable Payment Partner; or

  • Reversal mechanisms supported by the Payment Partner.

ehatud does not maintain stored value accounts or customer fund balances.

8.4 Fraudulent, abusive, or excessive refund claims may result in account suspension.

9. Customer Conduct

Customers shall not:

  • Submit false complaints;

  • Harass or threaten Merchants or Riders;

  • Engage in fraud or payment abuse;

  • Attempt chargeback abuse;

  • Use the Platform for unlawful purposes.

Violations may result in suspension and possible legal action.

10. Platform Integrity and Risk Controls

To protect the Platform and its users, ehatud may implement:

  • Identity verification measures;

  • Transaction monitoring;

  • Payment method restrictions;

  • Temporary order limits;

  • Fraud investigations;

  • Account review procedures.

These measures are implemented for operational security and risk management.

11. Product Responsibility

Merchants are solely responsible for:

  • Product quality;

  • Food safety compliance;

  • Accuracy of descriptions;

  • Regulatory compliance.

ehatud makes no warranties regarding Merchant products.

12. Limitation of Liability

To the maximum extent permitted by law:

  • ehatud’s liability shall be limited to the amount paid for the specific disputed order;

  • ehatud shall not be liable for indirect, incidental, special, or consequential damages;

  • ehatud does not guarantee uninterrupted Platform availability.

13. Data Privacy

Personal data shall be processed in accordance with:

  • The Data Privacy Act of 2012 (RA 10173);

  • The ehatud Privacy Policy.

Verification data and transaction monitoring data may be processed for fraud prevention and security purposes.

14. Amendments

ehatud reserves the right to amend these Terms at any time.

Continued use of the Platform constitutes acceptance of updated Terms.

15. Governing Law

These Terms shall be governed by the laws of the Republic of the Philippines.

Disputes shall be filed in the proper courts of San Juan Regional Trial Court, San Juan, Southern Leyte, Philippines.