Terms and Conditions

Last updated: 13 August 2026

These Terms and Conditions (“Terms”) govern your use of SugoGo, operated by TechTide Innovation, including the customer app, the rider app, and the website and web panels at sugogodelivery.techtideinnovations.com.

By creating an account or using SugoGo, you agree to these Terms and our Privacy Policy. If you do not agree, do not use the service.

1. Who we are

SugoGo is a food-delivery platform. We connect customers with restaurants (merchants) and delivery riders. We are not the restaurant unless we say so. Food is prepared by the merchant. Delivery is performed by an assigned rider (except for customer self-pickup).

Contact: sugogodelivery@techtideinnovations.com or Contact us.

2. Accounts

• You must provide accurate information (name, email, phone) and keep it up to date.
• You are responsible for activity on your account. Do not share your password.
• We may suspend or close an account for fraud, abuse, unpaid obligations, or violation of these Terms.
• SugoGo is not directed at children under 13.

3. Customer orders

You may order delivery or pickup where the restaurant offers it.

• Delivery: you provide a delivery address (and pin). A rider collects the order from the restaurant and brings it to you.
• Pickup: you collect the order at the restaurant. There is no delivery fee, no rider tip, and cash on delivery is not available. Online payment (GCash or Maya) must succeed before the kitchen starts the order.

Prices, fees, discounts, and order status are calculated by SugoGo’s servers. Menu items may be unavailable. Estimated times are estimates only — they combine restaurant prep settings and, when a rider is involved, a distance-based travel estimate, not live traffic.

You must be reachable at the phone number on the order. For delivery, someone must be able to receive the order at the pin you set.

4. Payments

• Cash on delivery (COD) — available for delivery orders only. You pay the rider when the order arrives. The platform does not hold that cash.
• GCash / Maya — paid through PayMongo hosted checkout. We store payment status (paid, unpaid, failed, refunded). We do not store your full card or e-wallet PIN.
• Online unpaid orders stay out of the merchant kitchen until payment succeeds.
• Tips (delivery only) go to the rider. Merchant payouts are for food subtotal (minus platform commission). Riders receive delivery fee plus eligible tips according to SugoGo’s payout process.

PayMongo’s terms also apply to online checkout: paymongo.com.

5. Cancellations and refunds

Customer self-serve cancel in the app:

• Paid online: you may cancel only while the order is still awaiting merchant accept (pending). A successful cancel triggers a full refund of the paid amount through PayMongo where applicable.
• COD or unpaid online: you may cancel only before the kitchen starts preparing (typically pending or accepted). Once preparing (or later), cancel is unavailable in the app.

Merchants may reject an order. Rejected or cancelled paid orders are refunded according to the payment method. Refund timing depends on PayMongo and your e-wallet or bank. We do not currently offer partial refunds in-app. After delivery, issues (missing items, quality) should be raised via Contact us; we may involve the merchant.

6. Chat, calls, and reviews

Customer–rider chat is available while a rider is assigned and the delivery is in progress. Use it only for the order. Harassment, spam, or illegal content is not allowed. Calls use your device dialer; we do not record calls.

After delivery you may rate the restaurant and rider. Reviews must be honest and not abusive.

7. Merchants

Restaurants apply through the partner flow and operate from the merchant panel. You agree to:

• keep menu, prices, hours, and prep-time settings reasonably accurate;
• accept, prepare, and complete orders in good faith;
• handle food safety and local business requirements yourself;
• receive online food-subtotal payouts minus platform commission, on the schedule and method SugoGo supports (including PayMongo destinations you provide).

SugoGo may pause a restaurant for quality, safety, or Terms issues.

8. Riders

Riders apply, get verified, and use the rider app or web panel. You agree to:

• go online only when you can take jobs;
• collect from the merchant first, then deliver to the customer after confirming pickup;
• handle food and customer details with care;
• follow road and safety laws; you are responsible for your vehicle and licenses;
• collect COD cash when the order is COD, and treat it as payment for that order.

Earnings are delivery fees (minus any platform share) plus eligible tips, paid according to SugoGo’s ledger and payout process.

9. Acceptable use

You may not: misuse the apps or API; place fake orders; interfere with other users; scrape or reverse-engineer the service except as allowed by law; use SugoGo for illegal activity; or attempt to bypass payments, commissions, or assignment rules.

10. Service availability

SugoGo is provided “as is.” We aim for reliable service but do not guarantee uninterrupted access, error-free maps, or that every restaurant or rider will be available. Coverage starts in Southern Leyte and may change.

11. Liability

To the extent permitted by Philippine law:

• the merchant is responsible for the food they prepare;
• the rider is responsible for how they drive and handle the order in transit;
• SugoGo is a platform and is not liable for indirect or consequential loss, lost profits, or delays beyond our reasonable control;
• our aggregate liability related to an order will not exceed the amount you paid for that order through SugoGo (or, for partners, fees related to the disputed payout period).

Nothing in these Terms limits liability that cannot be limited by law (including fraud or death/personal injury caused by negligence, where such limits are prohibited).

12. Intellectual property

SugoGo name, logo, mascot, apps, and site content belong to TechTide Innovation or its licensors. Merchants retain rights in their own menu names and photos they upload. You may not copy the platform for a competing service.

13. Privacy

How we collect and use personal data is described in the Privacy Policy. Location, notifications, and payment processors are used as needed to fulfill orders.

14. Changes

We may update these Terms. The “Last updated” date will change. Continued use after an update means you accept the revised Terms. Material changes may also be noted in the app or on the website.

15. Governing law

These Terms are governed by the laws of the Republic of the Philippines. Disputes will be handled in the competent courts of the Philippines, without limiting any rights you have under consumer law.

16. Contact

Questions about these Terms: email sugogodelivery@techtideinnovations.com, use Contact us, or message SugoGo on Facebook.

This page describes how SugoGo works today. Have it reviewed by counsel if you need a formal legal contract.