Published: 21 March 2025
TERMS OF USE
These terms of use (including all other terms, policies, notices, guidelines, and forms referenced herein or otherwise available on the Platform or by hyperlink) (“Terms”) govern your use of the websites and mobile applications provided by Delivery Hero (Singapore) Pte. Ltd. (or referred to as “foodpanda”, “we” or “us”) (collectively the “Platform”). The “Services” we provide or make available include (a) the Platform, and (b) the services provided by the Platform and/or by foodpanda and made available through the Platform. Any new features added to the Services are also subject to these Terms. These Terms govern your use of Services provided by foodpanda.
Please read these Terms carefully. By accessing and using the Platform, you agree that you have read, understood and accepted the Terms and consent to the processing of your personal data in accordance with the terms set out in the Privacy Policy (https://www.foodpanda.sg/contents/privacy.htm). If you do not agree with the Terms, please do not access or use the Platform, or the Services.
The Platform may be used by (i) natural persons who have reached 18 years of age and (ii) corporate legal entities, e.g. companies. Where applicable, these Terms shall be subject to country-specific provisions as set out herein.
Users below the age of 18 must obtain consent from parent(s) or legal guardian(s), who by accepting these Terms shall agree to take responsibility for your actions and any charges associated with your use of the Platform and/or purchase of Goods (as defined below). If you do not have consent from your parent(s) or legal guardian(s), you must stop using/accessing the Platform immediately.
You agree and acknowledge that, as part of foodpanda’s policy and/or whenever it is deemed necessary, foodpanda and/or any third party engaged by foodpanda, may conduct Background Checks on you on an ongoing basis, without further reference or notice to you. “Background Checks” includes, without limitation, government or financial sanctions, civil or criminal litigation activities, adverse news. If foodpanda, in its sole discretion, is not satisfied with the results of the Background Checks, foodpanda may terminate your foodpanda account and/or use of the Platform.
foodpanda reserves the right to change or modify these Terms (including any additional terms and conditions or policies, which are published on the Platform and incorporated into these Terms) at any time. It is your responsibility to review the Terms regularly and you are strongly recommended to do so. You will be deemed to have agreed to the amended Terms (whether or not reviewed by you) by your continued use of the Platform following the date on which the amended Terms are posted.
All photos and images of the Goods shown on the Platform are also for illustrative purposes only and may differ from the actual Goods.
1 foodpanda
1.1 Who we are
Depending on which Platform you access and use, these Terms form the contract between you and the following foodpanda entities:
1.2 What we do
Through our Platform, foodpanda links you to vendors (“Vendors”) for you to order a variety of goods including prepared meals, catering, beverages, non-prepared food and miscellaneous non-food items (hereinafter collectively referred to as (“Goods”) to be delivered to you. When you place an order for Goods from our Vendors (“Order”), foodpanda acts as an agent on behalf of that Vendor to facilitate, process and conclude the Order and subsequently for either us or the Vendor to deliver your Order to you. Vendors may be owned and operated by third party vendors, our affiliate companies, or us. Where the Vendors are operated by third party vendors, we are authorised by such Vendors to accept payment and any goods and services tax (“GST”) amounts (applicable to GST registered Vendors only) on their behalf.
1.3 How to contact us
For customer support, you may reach out to us under your profile at the Help Center in the Platform.
2 Use of the Platform and foodpanda Account
2.1 You will need to register for a foodpanda account for you to use the Platform. When you register for a foodpanda account we will ask you to provide your personal information including a valid email address, a mobile phone number and a unique password. To purchase an Order, depending on which payment method you opt for, you may need to provide us with your credit card details. Your unique password should not be shared with anyone and you agree to keep it secret at all times. You are solely responsible for keeping your password safe. Save for cases of fraud or abuse which are not your fault, you accept that all Orders placed under your foodpanda account are your sole responsibility.
2.2 foodpanda shall not be liable for Orders that encounter delivery issues due to incomplete, incorrect or missing information provided by you. You are obliged to provide information that is complete, accurate and truthful for the proper processing of the Order, including your delivery address and contact information.
2.3 If you wish to delete your foodpanda account, where applicable, please complete the following steps before you do so:
(i) Unsubscribe from pandapro;
(ii) Transfer the balance in your pandapay to your original payment method; and/or
(iii) Use up any remaining vouchers in your account. All unused vouchers are non-transferable and will be deleted after account deletion.
Any outstanding balance in your pandapay at the time you close your foodpanda account will be forfeited.
2.4 After completing the steps in Clause 2.3 above (as the case may be), to delete your foodpanda account, please proceed with the following steps:
(i) Tap "Account" at the bottom right
(ii) Tap “View profile”
(iii) Scroll down and tap "Delete my account”
If you are not able to delete your foodpanda account with the above steps, you may reach out to us under your profile at the Help Center in the Platform.
Please select Help Center > Account Management > Delete My Account, and our agents will be able to assist you accordingly.
2.5 If you wish to unsubscribe to our newsletter received via:
2.5.1 email
2.5.2 SMS or text messages
2.6 We may restrict, suspend or terminate your foodpanda account and/or use of the Platform, if we reasonably believe that:
2.6.1 someone other than you is using your foodpanda account;
2.6.2 where you are suspected or discovered to have been involved in any activity or conduct that is in breach of these Terms, our policies and guidelines, or involved in activity or conduct which we deem in our sole discretion to be an abuse of the Platform; or
2.6.3 you are unable to satisfy the results of the Background Checks on an ongoing basis.
3 Restrictions
3.1 Activities Prohibited on the Platform
The following is a non-exhaustive list of the types of conduct that are illegal or prohibited on the Platform. foodpanda reserves the right to investigate and take appropriate legal action against anyone who, in foodpanda's sole discretion, engages in any of the prohibited activities. Prohibited activities include, but are not limited to the following:
3.1.1 using the Platform for any purpose in violation of local, state, or federal laws or regulations, including any false, deceptive, misleading, or fraudulent purpose;
3.1.2 posting any content that infringes the intellectual property rights, privacy rights, publicity rights, trade secret rights, or any other rights of any party;
3.1.3 posting content that is unlawful, obscene, defamatory, threatening, harassing, abusive, slanderous, hateful, or embarrassing to any other person or entity as determined by foodpanda in its sole discretion or pursuant to local community standards;
3.1.4 posting content that constitutes cyber-bullying, as determined by foodpanda in its sole discretion;
3.1.5 posting content that depicts any dangerous, life-threatening, or otherwise risky behaviour;
3.1.6 posting telephone numbers, street addresses, or last names of any person;
3.1.7 posting URLs to external websites or any form of HTML or programming code;
3.1.8 posting anything that may be “spam,” as determined by foodpanda in its sole discretion;
3.1.9 impersonating another person when posting content;
3.1.10 harvesting or otherwise collecting information about others, including email addresses, without their consent;
3.1.11 allowing any other person or entity to use your identification for posting or viewing comments;
3.1.12 harassing, threatening, stalking, or abusing any person on the Platform;
3.1.13 engaging in any other conduct that restricts or inhibits any other person from using or enjoying the Platform, or which, in the sole discretion of foodpanda, exposes foodpanda or any of its customers, suppliers, or any other parties to any liability or detriment of any type; or
3.1.14 encouraging other people to engage in any prohibited activities as described herein.
3.2 foodpanda reserves the right but is not obligated to do any or all of the following:
3.2.1 investigate an allegation that any content posted on the Platform does not conform to these Terms and determine in its sole discretion to remove or request the removal of the content;
3.2.2 remove content which is abusive, illegal, or disruptive, or that otherwise fails to conform with these Terms;
3.2.3 suspend or terminate a user’s access to the Platform or their foodpanda account upon any breach of these Terms;
3.2.4 monitor, edit, or disclose any content on the Platform; and
3.2.5 edit or delete any content posted on the Platform, regardless of whether such content violates these standards.
4 Intellectual Property
All trademarks, logos, images, and service marks, including these Terms as displayed on the Platform or in our marketing material, whether registered or unregistered, are the intellectual property of foodpanda and/or third parties who have authorised us with the use (collectively the “Trademarks”). You may not use, copy, reproduce, republish, upload, post, transmit, distribute, or modify these Trademarks in any way without our prior express written consent. The use of the Trademarks on any other website not approved by us is strictly prohibited. foodpanda will aggressively enforce its intellectual property rights to the fullest extent of the law, including criminal prosecution. foodpanda neither warrants nor represents that your use of materials displayed on the Platform will not infringe rights of third parties not owned by or affiliated with foodpanda. Use of any materials on the Platform is at your own risk.
5 Restrictions on Goods
5.1 Some of the Goods we offer on our Platform are subject to restrictions for purchase (“Restricted Goods”), depending on the applicable laws of the country you purchase the Restricted Goods from. These restrictions include minimum age requirements for alcohol/alcoholic products and any other goods that we reserve the right not to deliver to you based on the relevant statutory requirements of the time being in force. By placing an order for Restricted Goods, you confirm that you meet the legal requirements to purchase them.
5.2 Alcohol / Alcoholic Products (“Alcohol”)
To purchase Alcohol, you must be of the statutory legal age. foodpanda, the Vendor and their delivery riders, as the case may be, reserve the right in their sole discretion:
5.2.1 to ask for valid proof of age (e.g. ID card) to any persons before they deliver Alcohol;
5.2.2 to refuse delivery if you are unable to prove you are of legal age; and/or
5.2.3 to refuse delivery to any persons for any reason whatsoever.
5.3 Cigarettes/Tobacco Products (“Tobacco”)
We may offer Tobacco on some of our Platform where the laws allow. By offering Tobacco for sale on our Platform, we do not purport to advertise, promote or encourage the purchase or use of Tobacco in any way.
To purchase Tobacco, you must be of the statutory legal age. foodpanda, the Vendor and their delivery riders, as the case may be, reserve the right in their sole discretion
5.3.1 to ask for valid proof of age (e.g. ID card) to any persons before they deliver Tobacco;
5.3.2 to refuse delivery if you are unable to prove you are of legal age; and/or
5.3.3 to refuse delivery to any persons for any reason whatsoever.
5.4 Any offer for any Alcohol and Tobacco made on the Platform is void when it is prohibited by law.
6 Orders
6.1 When you place an Order with foodpanda, foodpanda will confirm your Order by sending you a confirmation email containing the Order receipt. Where applicable, the Order receipt will include, but is not limited to, delivery, small order or service fees and any applicable tax (e.g. GST).
6.2 Minimum Order Value - Some of our Vendors require a minimum order value (“MOV”) before an Order can be placed and delivered to you. Where an applicable Order fails to meet the MOV, you will have the option of paying the difference to meet the MOV or to add more Goods to your Order.
6.3 Special Instructions – foodpanda and the Vendor (as the case may be) reasonably endeavour to comply with your special instructions for an Order. However, in some cases where this is not feasible, possible or commercially reasonable, foodpanda and/or the Vendor reserve the right to proceed to prepare the Order in accordance with standard operating procedures. Neither foodpanda nor the Vendor shall be responsible to replace or refund an Order which does not conform to special instructions provided by you.
6.4 Allergens – foodpanda is not obligated to provide ingredient information or allergen information on the Platform. Further, foodpanda does not guarantee that the Goods sold by Vendors are free of allergens, unless otherwise required by applicable laws. If you have allergies, allergic reactions or dietary restrictions and requirements, please contact the Vendor before placing an Order on our Platform.
6.5 Please note that your Order may be subject to additional terms and conditions provided by the Vendor.
6.6 Prior to placing the Order
6.6.1 You are required to provide the delivery address in order for the Platform to display the Vendors available in your delivery area.
6.6.2 Once you select a Vendor, you will be taken to that Vendor’s menu page for you to select and add your Goods to the cart.
6.7 Placing the Order
To complete an Order, please follow the onscreen instructions after clicking ‘Checkout’. You may be required to provide additional details for us to complete your Order. You are required to review and confirm that all the information you provide, including the amounts, delivery details, personal details, payment information, and voucher codes (if applicable) is true, accurate and complete before you click “PLACE ORDER”. An Order is successfully placed when you receive an email confirmation containing your Order receipt from us.
6.8 Cancelling an Order
Please access the Help Centre on the Platform if you wish to cancel your Order after it has been placed. You have the right to cancel your Order provided a Vendor has not yet accepted your Order.
6.9 Refunds
(i) Online Payment Orders
You have the right to a refund for a cancelled Order only if a Vendor has not yet accepted your Order. Should you still decide to cancel your Order after it has been accepted by the Vendor, you understand that no refunds (whether in whole or in part) will be issued to you and you forfeit the delivery of your cancelled Order.
(ii) Cash-on-Delivery Orders
You have the right to cancel your Order only if a Vendor has not yet accepted your Order. Should you still decide to cancel your Order after it has been accepted by the Vendor, you understand that you shall forfeit the delivery of your cancelled Order and cash-on-delivery may be removed from your list of available payment methods for your future Orders.
If you are entitled to a refund for your Order, in accordance with the refund and cancellation policies set out in these Terms, you agree that
a. Where the purchase was made using any online payment method, we will issue refunds in the following manner:
(i) To your pandapay by default. You may opt out from receiving refunds to pandapay as the default mode of refund at any time by changing your preferences in the “Settings” on the Platform and in such cases, the refund will be processed to the original online payment method that was used to make the original payment for the Order.
Please note such refunds will be processed in accordance with our pandapay Terms located at https://www.foodpanda.sg/contents/pandapay-user-account-terms-and-conditions. The pandapay Terms are supplemental and in addition to these Terms. Please read the pandapay Terms for more details.
(ii) To your original online payment method.
Save as to purchases made using cash-on-delivery payment, we will credit the refund to the same online payment method used to make the purchase such as your credit card, debit card, Paypal, Google Pay etc.
b. Where purchase was made through cash-on delivery, we will request you to designate a bank account and the refund will be processed to that account. For refunds of cash-on-delivery orders exceeding the value of SGD100, please note that you may be required to provide proof of identity before we are able to effect the refund.
We may require you to provide additional information or supporting documents prior to processing any refund, including picture proof of physical receipts for Pick-Up Orders. We may, in our sole discretion, refuse to process any refund if you fail to provide such additional information or supporting documents.
Refunds will require time to be processed by us, our third party payment service provider(s), and/or your bank. It can take anywhere from five (5) to seven (7) business days (or even up to 30 days for overseas banks) for your refund to be processed and reflected in your account.
If you have not received a refund after the period mentioned above, you may wish to check your bank account again or contact your credit card company or bank as it may take some time for your refund to be posted. If you have done all of this and you still have not received your refund, please contact customer support via one of the methods set out in Clause 1.3 above.
6.10 foodpanda reserves the right to cancel any Order and/or suspend, deactivate or terminate your foodpanda account in its sole discretion if it reasonably suspects or detects fraudulent behaviour or activity associated with your foodpanda account and/or with your Order.
7 Prices and Payments
7.1 Prices quoted on the Platform shall be displayed in Singapore Dollars (“SGD”) and subject to applicable tax. You accept that prices and offers on the Platform may vary from the prices and offers offered by our Vendors elsewhere (including their own websites, mobile applications, or at their brick-and-mortar outlets).
7.2 The way we display the prices of our Goods may vary depending on the Vendor, and, subject to applicable laws, the prices reflected on our Platform:
7.2.1 for GST registered Vendors, include GST or such other equivalent tax; or
7.2.2 for non-GST registered Vendors, do not include GST or such other equivalent tax.
7.3 Delivery fees are chargeable on every Order unless:
7.3.1 you opt to collect your Order directly from the Vendor (“Pick-Up”);
7.3.2 you have a valid promotional or discount voucher and apply it at checkout; or
7.3.3 it is stated otherwise.
7.4 Prices and additional charges (including but not limited to delivery, small order or service fees) indicated on the Platform are as at the time of each Order and may be subject to change.
7.5 A breakdown of the prices and additional charges (including but not limited to delivery, small order or service fees) are displayed before checkout. When you place an Order, you agree to all amounts, additional charges and the final ‘Total’ amount which is displayed to you.
7.6 You can choose to pay for an Order using any of the different payment methods offered on the Platform including:
7.6.1 Our payment partners: Visa, Mastercard, American Express, Google Pay, PayPal, Apple Pay;
7.6.2 Cash-on-Delivery; or
7.6.3 Such other payment methods we offer from time to time.
7.7 If you have existing credit in your foodpanda account or valid promotional or discount vouchers, you can use this to pay for part or all of your Order as the case may be.
7.8 After an Order is successfully placed, you will receive an email confirmation from us with your Order receipt. Delivery fees will not appear in your Order receipt if you opt for Pick-Up.
7.9 Payment Methods
foodpanda reserves the right to offer additional payment methods and/or remove existing payment methods at any time in its sole discretion. If you choose to pay using an online payment method, the payment shall be processed by our third party payment service provider(s). With your consent, your credit card / payment information will be stored with our third party payment service provider(s) for future Orders. foodpanda does not store your credit card or payment information.
7.10 You must ensure that you have sufficient funds on your credit and debit card to fulfil payment of an Order. Insofar as required, foodpanda takes responsibility for payments made on our Platform including refunds, chargebacks, cancellations and dispute resolution, provided if reasonable and justifiable and in accordance with these Terms.
7.11 Subject to Clause 24, by providing your credit card and/or debit card details, in the event you sign up for any subscription programme available on the Platform, including but not limited to pandapro and pandapro trials, you consent to link your credit card and/or debit card details to any such subscription programme.
8 Delivery, Pick-Up and Vendor Delivery
8.1 Delivery Areas
You understand that our Vendors offer their Goods in specific delivery areas and our Vendors vary from delivery area to delivery area. By entering your delivery address on the Platform, you will see the Vendors that we make available to you at that time. Delivery areas may expand, shrink or change depending on weather and traffic conditions and situations of force majeure.
8.2 Delivery Time
foodpanda shall deliver your Order to the delivery address provided by you. You may have the option to choose for your Order to be delivered “ASAP” or scheduled for a specific time, if these options are made available to you. An estimated delivery time will be provided to you in your email confirmation but delivery times shall vary depending on factors that are not controlled by us (e.g. order quantity, distance, time of day (peak periods), weather conditions, traffic conditions, etc.). You can view the remaining delivery time of an Order when you click on ‘My Orders’ on the Platform. You acknowledge that the delivery time we provide is only an estimate and Orders may arrive earlier or later. To ensure that you do not miss a delivery of an Order, you should ensure that either you or someone is at the delivery location to receive the Order once an Order is placed. If your Order contains Alcohol or Tobacco (if applicable) and you or the recipient is or appears to be below the legal age, or fails to provide a valid proof of ID, foodpanda reserves the right not to deliver your Order to you.
8.3 Delivery Options
foodpanda offers the following delivery options:
(i) Standard Delivery
If you choose standard delivery, you will be shown an estimated delivery time for your Order. However, we will attempt to deliver your Order as soon as possible, and you must therefore be available to accept delivery from the time you place the order.
(ii) Saver Delivery
The saver delivery programme (the “Saver Delivery”) offers you a lower delivery fee, in exchange for a longer delivery time, by allowing our riders to pick up two or more orders across different Vendors in one trip. This means that your Order gets batched together with others on our rider’s route.
To keep your food fresh and ensure food safety, Vendors who sell highly perishable products shall not participate in Saver Delivery. For the avoidance of doubt, foodpanda shall not, under any circumstances, be liable for any claim, loss or damage whatsoever incurred by the Vendors who opt in to Saver Delivery.
(iii) Priority Delivery
The priority delivery programme (the “Priority Delivery”) prioritises your Order and your Order will be delivered in a shorter delivery time. In the event our riders pick up two or more orders across Vendors in one trip, your Order will be prioritised and delivered first, before any other orders within the one trip.
(iv) Scheduled Delivery
The scheduled delivery programme (the “Scheduled Delivery”) allows you to choose a specific timing to schedule an Order in advance for delivery at a specific time.
Saver Delivery, Priority Delivery and/or Scheduled Delivery may be changed, withdrawn or terminated by foodpanda at any time without prior notice to you. foodpanda shall not be liable for any claim, loss or damage whatsoever incurred by you arising from you voluntarily opting in to Saver Delivery, Priority Delivery and/or Scheduled Delivery.
8.4 Unsuccessful or Failed Deliveries
8.4.1 Without prejudice to any other clauses in these Terms, in cases where we attempt to deliver an Order but we are unable to do so due to the reasons caused by you, including but not limited to:
(i) no one was present or available to receive the Order;
(ii) customer was uncontactable despite attempts to reach the customer via the phone number provided;
(iii) lack of appropriate or sufficient access to deliver the Order successfully;
(iv) lack of a suitable or secure location to leave the Order; or
(v) in the case of Restricted Goods, customer did not meet the statutory age requirements or delivery did not deem it safe or appropriate for the customer to receive the Restricted Goods, we will contact you via, among others, call or message, or email, to inform the unsuccessful delivery and next steps. In such cases, foodpanda reserves the right to cancel the Order without refund or remedy to you.
8.4.2 No-show Cancellations
If you remain uncontactable or fail to receive the Order within ten (10) minutes from the time the Order arrives at your delivery address, foodpanda reserves the right to cancel the Order without refund or remedy to you.
8.5 Wrong Order, Missing Items, Defective Goods
Upon receipt of your Order, if you discover that there are issues with your Order (e.g. wrong order, defective order, or missing items) please immediately contact customer support via one of the methods set out in Clause 1.3 above. In some cases, foodpanda may request for photographic proof and/or additional information to properly investigate the issue with your Order. If we determine that the Order and/or Goods you received are not of satisfactory condition or quality, we will compensate you for your Order or parts of your Order.
8.6 Pick-Up
8.6.1 Where available, you will have the option of collecting your Order in-person directly from the Vendor’s premises instead of having the Order delivered to you. Your email confirmation will indicate the time for you to Pick-Up the Order (“Collection Time”). The Vendor will prepare the Order by the Collection Time. In some cases, a reasonable delay may be expected. The Vendor agrees to hold the Order for you at the Vendor’s premises for no more than a reasonable period of twenty (20) minutes from the Collection Time (“Holding Time”) and shall not be obliged to provide the Order to you if you fail to Pick-Up your Order within the Holding Time.
8.6.2 In the event of unreasonable delays in Pick-Up attributable to you, you bear the risk of any damage or loss of Goods or any deterioration in quality or change in condition of the Goods (e.g. changes in the temperature fit for consumption). In this case, you shall not be entitled to a replacement, refund or replacement of the Goods. You alone are responsible for inspecting the Goods/Order when you Pick-Up your Order and shall report any issues and/or defects to the Vendor before leaving the Vendor’s premises.
8.7 Vendor Delivery
In some cases, our Vendors will deliver the Order to you (“Vendor Delivery”). While we will use reasonable efforts to provide prior notice to you on Vendor Delivery, this may not always be possible. Where Vendor Delivery applies, we may ask you to contact the Vendor directly in the event of issues or delays in your delivery. foodpanda shall not be responsible in any way for Orders or Goods that are delivered by Vendors.
9 Vouchers, Giftcards, Discounts and Promotions
9.1 From time to time, foodpanda may run marketing and promotional campaigns which offer gifts with purchase (“Gifts”), voucher codes, discounts, and other promotional offers to be used on the Platform (“Vouchers”).
9.2 foodpanda also allows for the purchase and redemption of giftcards on the Platform by users in Singapore (“Giftcards”).
9.3 Vouchers, Gifts and Giftcards are subject to validity periods, redemption periods, use restrictions, limits and/or other availability. All Vouchers, Gifts and Giftcards are offered on a ‘while stocks last’ basis.
9.4 Vouchers, Gifts and Giftcards may not be valid when used in conjunction with other promotions, discounts and/or other vouchers.
9.5 Additional terms and conditions (including vendor-specific terms) may apply to Vouchers and Gifts.
9.6 Unless otherwise stated, Vouchers and Giftcards can only be used on the foodpanda Platform. Vouchers and Giftcards can be redeemed by selecting the payment mode as Vouchers and/or Giftcards respectively.
9.7 Vouchers, Gifts and Giftcards are non-transferable, non-exchangeable, non-refundable and cannot be exchanged for cash. Further, Vouchers and Giftcards are non-transferable.
9.8 For an Order which qualified for the Gifts and/or Giftcards, should such Order be refunded, cancelled or void, foodpanda has the sole discretion to:
(i) determine the full value of the Gifts;
(ii) determine the value of the Giftcard to be refunded; and
(iii) deduct such value from the refund amount in accordance with our refund policy.
9.9 foodpanda does not warrant the quality or performance of the Gifts and/or Giftcards and shall not be responsible for any damages including, but not limited to, the loss of life, injury to person and/or damage to property arising from or in connection with the promotion and/or use of the Gifts and/or Giftcards.
9.10 foodpanda is not responsible if your Giftcard is stolen, lost, destroyed or used without your permission. Foodpanda shall not be responsible, and assumes no liability to you for any unlawful conduct or fraud by any third party associated with any Giftcard
9.11 foodpanda may withdraw, amend and/or alter any applicable terms and conditions of the Vouchers, Gifts and Giftcards at any time without prior notice.
9.12 foodpanda reserves the right to void, discontinue or reject the use of any Voucher and/or Giftcard without prior notice for reasons including but not limited to:
(a) any suspected violation of applicable laws, rules and regulations; or
(b) any suspected fraudulent or illegal transaction
9.13 foodpanda further reserves the right to void, discontinue or reject the use of any Voucher and/or Giftcard without prior notice for reasons including but not limited to:
(a) any (i) liquidation, administration or winding -up of your company or (ii) voluntary arrangement with your creditors; and
(b) any suspension of payment due to foodpanda in relation to the Giftcards.
9.14 foodpanda may at its sole discretion forfeit, exclude, disqualify or refuse your use of Vouchers, Gifts and/or Giftcards redemption from certain Vendors, at any time without prior notice.
9.15 You confirm that the recipient email address, Giftcard value and all other information provided to foodpanda is accurate. Foodpanda shall not be responsible and assumes no liability if the Giftcard is delivered to an unintended recipient or if the details provided by you are incomplete and/or inaccurate. By providing foodpanda with your Giftcard recipients’ email address, you warrant that you have the legal basis to do so.
9.16 If the order value is less than the amount of the Giftcard, the outstanding balance (after deduction of order value) will reflect under the same Giftcard and can be used for subsequent transactions.
10 Representations, Warranties and Limitation of Liabilities
10.1 Representations and Warranties
You acknowledge and agree that the content on the Platform is provided on an “as is” and “as available” basis, and that your use of or reliance upon the Platform and any content, goods, products or services accessed or obtained thereby is at your sole risk and discretion.
All photos and images of the Goods are also for illustrative purposes only and may differ from the actual Goods.
While foodpanda makes reasonable efforts to ensure the provision of the Platform and the Services we offer, are available at all times, we do not warrant or represent that the Platform shall be provided in a manner which is secure, timely, uninterrupted, error-free, free of technical difficulties, defects or viruses. Please expect temporary interruptions of the Platform due to scheduled or regular system maintenance work, downtimes attributable to internet or electronic communications or events of force majeure.
You acknowledge and agree that it is your sole responsibility to ensure that you are using the most updated version of the foodpanda mobile application. foodpanda may periodically release updates that include important improvements, features, and accurate deal displays. You understand that any deals, offers, or information presented on older versions of the mobile application may be incorrect, outdated, or unavailable, and foodpanda shall not be held liable for any discrepancies or issues arising from the use of such older versions.
10.2 Limitation of Liability
To the extent permitted by law, foodpanda (which shall include its employees, directors, agents, representatives, affiliates and parent company) exclude all liability (whether arising in contract, in negligence or otherwise) for loss or damage which you or any third party may incur in connection with our Platform, our Services, and any website linked to our Platform and any content or material posted on it. Your exclusive remedy with respect to your use of the Platform is to discontinue your use of the Platform. The foodpanda entities, their agents, representatives, and service providers shall not be liable for any indirect, special, incidental, consequential, or exemplary damages arising from your use of the Platform or for any other claim related in any way to your use of the Platform. These exclusions for indirect, special, consequential, and exemplary damages include, without limitation, damages for lost profits, lost data, loss of goodwill, work stoppage, computer failure, or malfunction, or any other commercial damages or losses, even if the foodpanda entities, their agents, representatives, and service providers have been advised of the possibility thereof and regardless of the legal or equitable theory upon which the claim is based. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, foodpanda, the foodpanda entities, its agents, representatives and service providers' liability shall be limited to the extent permitted by law.
10.3 Vendor’s representations
foodpanda shall neither be liable for actions or omissions of the Vendor nor you in regard to provision of the Goods and where Vendor Delivery applies to your Order. foodpanda does not assume any liability for the quantity, quality, condition or other representations of the Goods and/or services provided by Vendors or guarantee the accuracy or completeness of the information (including menu information, photographs and images of the Goods) displayed on the Vendor’s listing/offering on the Platform. Nothing in these Terms shall exclude Vendor’s liability for death or personal injury arising from Vendor’s gross negligence or willful misconduct.
11 Vendor Liability
Vendors are solely responsible for the preparation, condition and quality of Goods sold to you. In cases of Vendor Delivery, Vendors are responsible for delivery of the Goods and/or Orders. foodpanda shall not be responsible or liable for any loss, damage, expense, cost or fees arising from your contractual relationship with the Vendor.
12 Personal Data (Personal Information) Protection
You agree and consent to foodpanda and any of its affiliate companies collecting, using, processing and disclosing your Personal Data in accordance with these Terms and as further described in our Privacy Policy. Our Privacy Policy is incorporated by reference herein and accessible here (https://www.foodpanda.sg/contents/privacy.htm) or via the links on our Platform.
13 Indemnity
You agree to indemnify, defend, hold harmless foodpanda and its directors, officers, employees, representatives, agents, and affiliates, from any and all third party actions, claims, liabilities, damages, penalties and/or costs (including but not limited to, legal fees) arising from or related to your:
13.1 use of the Platform;
13.2 use of the Services; or
13.3 breach of these Terms.
14 Third Party Links and Websites
The Platform may contain links to other third party products, websites, services and offers and by clicking on these third party links, you agree to do so at your own risk. These third party links, products, websites and services are not owned or controlled by us. We do not control or endorse these third party websites or links and shall not be responsible for the content, functionality, security, services, privacy policies, or other practices of these third party linked pages. We accept no liability or responsibility for any loss or damage which may be suffered by you in relation to your access and use of these third party links and websites.
15 Termination
foodpanda has the right to terminate, suspend or delete your account and your access to or use of the Platform, including any delivery service we provide to you in respect of an Order, for any reason, including, without limitation, if foodpanda in its sole discretion:
foodpanda may, but shall be under no obligation to, provide you a warning prior to termination of your use of the Platform.
16 Amendments
foodpanda may amend these Terms at any time in its sole discretion, and the amended Terms shall be effective immediately upon posting, subject to applicable laws. It is your responsibility to check the Terms regularly. If you do not agree with the amended Terms, whether in whole or in part, you must stop using the Platform immediately.
17 Severability
If any provision of these Terms is found to be invalid by any court having competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these Terms, which shall remain in full force and effect. No waiver of any provision in these Terms shall be deemed a further or continuing waiver of such provision or any other provision.
18 Governing Law
These Terms shall be governed by and construed in accordance with the laws of the country / courts of jurisdiction in which the relevant foodpanda entity is incorporated as set out in the table below. The following courts specified together with the relevant foodpanda entity will have jurisdiction over any dispute or claim arising out of or in connection with these Terms and the use of the Platform:
19 Contact Us
If you wish to contact us regarding any questions or comments you may have, please reach out to us via the Help Center available on the Platform.
20 Prevailing Language
In the event of a dispute as to the Terms, the English version shall prevail. The English language version of these Terms shall control in all respects and shall prevail in case of any inconsistencies with translated versions.
21 Groceries / pandamart / Convenience Shops
21.1 The purchase of Goods from Vendors on ‘SHOPS’ on the Platform, including pandamart, (“SHOPS”) are subject to these Terms. Additionally, you agree to comply with any and all the guidelines, notices, operating rules, policies and instructions, which may be provided from time to time pertaining to the purchase of Goods from SHOPS, and which are incorporated into and form a part of these Terms.
21.2 Due to delivery constraints, foodpanda may be required to impose a cap on the amount of your Order or limit the quantities of Goods in your Order from SHOPS in its sole discretion.
21.3 Where the prices of any Goods are subject to the definitive weight of the Goods, we will provide an initial estimate of the price for the purposes of checkout. The final price shall be indicated in your email confirmation containing your tax invoice. For shortfalls in payment, additional amounts shall be charged to you. In event of overpayments, excess amounts shall be refunded in accordance with our SHOPS cancellation, refund and returns policy.
21.4 We reserve the right, but are not obligated, to restrict or limit the sales of our Goods to any person, geographic region or jurisdiction. Due to the laws in some countries, we shall not offer for sale certain goods, or restricted items to you (e.g. Alcohol, Tobacco, etc.). Any offer for any Goods made on the Platform is void when it is prohibited by law.
22 Rider Tip
22.1 Rider Tip (as defined herein) is applicable for all Orders except for cash-on-delivery orders and Orders delivered by Vendor Delivery. When you place an Order on the Platform and/or after your Order is delivered, you will have the option to pay a tip to the rider assigned to deliver your Order (“Rider Tip”). foodpanda will collect payment for the Rider Tip using the payment method chosen by you for the Order. The rider will receive the full amount of any Rider Tip you choose to make after the delivery is completed.
22.2 For Orders cancelled before delivery, foodpanda will process a refund of any Rider Tip paid by you to the payment method used for the Order.
22.3 Rider Tips are not refundable once the Order has been delivered by the rider and/or once you agree to pay after your Order is delivered.
22.4 If you have any questions or issues regarding your Rider Tip, please reach out to our customer support via email or the in-app chat feature available on the Platform.
23 pandapro
Where available, you may choose to subscribe to pandapro, our subscription programme for the Platform. If you choose to subscribe to pandapro, you agree to be bound by and to comply with the pandapro terms and conditions, which are incorporated by reference herein and accessible here (https://www.foodpanda.sg/contents/pandapro-consumer-terms-and-conditions) or via the links on our Platform.
24 Group Order
Where available, you may choose to start or create a Group Order, which allows groups of people to organise group orders. If you choose to start or create a Group Order, you agree to be bound by and to comply with the Group Order terms and conditions, which are incorporated by reference and accessible here (https://www.foodpanda.sg/contents/terms-and-conditions-grouporder) or via the links on our Platform.
25 Variable Pricing
25.1 For Goods whose prices are determined based on weight, the actual weight of the Goods may be less or more than the weight that you have selected. Where you have placed an order for such Goods, you will only be charged an amount that is calculated based on the actual weight of the Goods purchased, if such actual weight is equal to or lower than the weight you have selected. The aforesaid is subject to the following:
25.1.1 If you choose to pay by credit card (including paying by credit card through Google Pay or Apple Pay), you will be shown a pre-estimate of the price of these Goods (“Estimated Price”) at the checkout page. You authorise us to impose a hold over an amount equivalent to the Estimated Price for up to twenty-four (24) hours. Once the actual weight of the Goods has been confirmed, the price of the Goods will then be finalised if the actual weight of the Goods is equal to or lower than the weight you have selected (“Actual Price”). The Actual Price and weight of the Goods will then be reflected in the order tracking page and you will be notified via a pop-up on the Platform or by push notification if the price of the Goods has been reduced from the Estimated Price. The invoice issued to you will reflect the Actual Price of the Goods and you will only be charged the Actual Price. If the weight of the Goods is more than what you have selected, such Goods will be removed from your Order, and you will be notified via a pop-up on the Platform or by push notification that such Goods have been removed from your Order. You will not be charged for such Goods whose weight exceed what you have selected;
25.1.2 If you have been charged with the Estimated Price instead of the Actual Price in your credit card and the Actual Price of the Goods is lower than the Estimated Price, you will be given a refund for the price difference between the Estimated Price and the Actual Price in accordance with Clause 6.9 above;
25.1.3 If you choose cash-on-delivery, you will be shown the Estimated Price at the checkout page. Once the actual weight of the Goods has been confirmed, the Actual Price of the Goods will then be finalised. The Actual Price and weight of the Goods will then be reflected in the order tracking page and you will be notified via a pop-up on the Platform or by push notification if the price of the Goods has been reduced from the Estimated Price. The invoice issued to you will reflect the Actual Price of the Goods and you will only be charged the Actual Price of the Goods on delivery. If the weight of the Goods is more than what you have selected, such Goods will be removed from your Order, and you will be notified via a pop-up on the Platform or by push notification that such Goods have been removed from your Order. Such Goods whose weight exceeds what you have selected will not be delivered to you, and you will not be charged for such Goods.
26 Meal Donation Programme
foodpanda and our charity partner, The Food Bank Singapore Ltd. (“FBSG”) have come together to launch donations on the Platform. This partnership provides you with a convenient and easy way to contribute to causes close to your heart in a seamless, secure and transparent manner. At the end of your order, you have the option of making a voluntary donation to FBSG. You can donate through the Platform only using credit cards or debit cards.
When making a donation on the Platform, you expressly agree and affirm that:
By accepting to make a donation through the Platform, you agree to be bound by these terms for the donation made.
26.1 Donations
26.1.1 For donations processed on the Platform, FBSG will be the end beneficiary (“the beneficiary”).
26.1.2 By confirming that you wish to proceed with your donation through the Platform, your transaction will be processed through our payment services providers, and you authorise them to request funds from your credit or debit card provider. foodpanda will collect these donations and transfer them to the beneficiary.
26.1.3 Donations are collected and transferred to the beneficiary within three (3) business days from receipt.
26.1.4 Donations are solely to the beneficiary and there shall be no substitution of donations unless stated. We do not take any commission fees for the donations made. In the event that some transaction fees are levied, we will exert our best efforts to update you accordingly.
26.2 Refund Policy
26.2.1 All donations to the beneficiary are voluntary and non-refundable. Any donation amount transferred erroneously or for any other reason by you to the beneficiary shall not be refunded in any circumstances.
26.2.2 foodpanda does not warrant that donations will be used for any particular purpose and shall not be responsible for any misuse or non-use of the funds by the beneficiary. After donations are made on the websites, all further dealings are solely between the donor and the beneficiary. Donors should therefore direct any queries they may have on the use of donations to the beneficiary including any requests for tax receipts.
26.3 Unauthorised Card Use
26.3.1 If the Customer becomes aware of any fraudulent or unauthorized use of the Customer’s credit or debit card in connection to the donation payments to the beneficiary on the Platform, the Customer must immediately inform the credit or debit card issuing bank immediately and notify foodpanda of the same.
26.4 Limitation of Liability
26.4.1 The Platform may contain links to the beneficiary’s website. foodpanda is not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made on or through the beneficiary, or any other third party’s website. We encourage and advise you to read and agree to the privacy statements and terms and conditions on the beneficiary’s website prior to making any donations. Complaints, claims, concerns, or questions regarding the beneficiary’s products or services should be directed to the beneficiary.
26.4.2 foodpanda disclaims any accountability, legal liability, and/or losses/damages that might arise because of the act, omission or otherwise caused by any Customer on the Platform. Customer expressly admits that foodpanda is only a “payment facilitator” for making donations. Customer moreover acknowledges that by using the Platform, Customer accepts and confirms this disclaimer on their part.
26.4.3 foodpanda does not in any way conduct any deposit taking activity and/or provide moneylending services. foodpanda also does not permit any form of moneylending services where the lender gives a sum of money to borrower in consideration of a larger sum being paid back to lender. foodpanda does not provide any financial return in any form whatsoever to individuals who contribute on the Platform.
26.5 Data Protection
26.5.1 We will not share your personal data with the beneficiary unless instructed otherwise.
26.6 Tax Receipts
26.6.1 We are not authorised to issue tax deductible receipts for your donations. However, once your donation has been processed, you will receive an acknowledgement of your donation via email. For more information, please reach out to our customer support.
26.7 Amendment
26.7.1 You agree to comply with all applicable laws and/or regulations and to act in a responsible manner when using the Platform. You shall comply with all applicable laws, rules and regulations and undertakes not to use the Platform for any unlawful purpose or in a manner which is likely to cause harm or offense to any other Customer, the beneficiary and/or foodpanda.
26.8 Others
26.8.1 foodpanda reserves the right to modify or discontinue, temporarily or permanently discontinue the donation facility with or without notice at any time.
26.8.2 You hereby expressly agree to abide by all the terms and conditions set out in terms & conditions section of the Platform.
27 yuu Rewards Club (“yuu”)
27.1 You may link your yuu ID in the Platform from 5th September 2023 to start earning yuu points on the following orders and/or transactions:
27.2 The following orders/transactions are excluded from earning yuu points:
27.3 You may link your yuu ID in the Platform in the following steps:
Your yuu ID can be found on the “My ID” page in the yuu app.
27.4 No yuu points will be issued if your yuu ID is not linked on the Platform before placing the order. No bonus yuu points and/or Rewards (where applicable) will be issued if you have not activated the “Booster” on your yuu app.
27.5 yuu points earned may take up to 14 days to be credited in the yuu app. Yuu points earned may not be posted in chronological order. You cannot sell, transfer or assign the yuu points to anyone else.
27.6 yuu points earned may be used to redeem rewards on the Platform, including but not limited to (“Rewards”): discounts, products, services or gifts. yuu points and Rewards cannot be exchanged for cash.
27.7 You need to verify your yuu ID in the Platform from 5 August 2024 to redeem the Rewards on the Eligible yuu Orders.
27.8 The Excluded yuu Orders are excluded from redeeming Rewards.
27.9 You can only link your yuu ID to your own personal and corporate accounts to earn yuu points and/or redeem Rewards. For the avoidance of doubt, your yuu ID is unique and personal to you and only you can earn yuu points and/or redeem Rewards.
27.10 The number of yuu points required to redeem each Reward will be specified by foodpanda, at its sole discretion, and may be amended from time to time.
27.11 If you are entitled to a full refund for your Order, in accordance with the refund and cancellation policies set out in these Terms, a full refund will be processed in the following manner:
|
|
yuu Points |
Amount Paid by You |
Example Order amount: $10Number of yuu points redeemed: 1000 points = $5 Amount paid by you: $5 |
|
Order cancelled before delivery |
All yuu points used to redeem the Reward will be returned to you. |
Subject to clause 6.9(a), full amount paid by you will be processed to the original payment method that was used to make the payment for the Order. |
1000 yuu points will be returned and $5 will be refunded to you.
|
|
Order cancelled after delivery |
All yuu points used to redeem the Reward will be returned to you by way of a voucher of the same value. |
Subject to clause 6.9(a), full amount paid by you will be processed to the original payment method that was used to make the payment for the Order. |
$5 voucher will be provided and $5 will be refunded to you. |
27.12 If you are entitled to a partial refund for your Order, in accordance with the refund and cancellation policies set out in these Terms, a partial refund will be processed in the following manner:
(i) Refund amount is less than the amount paid by you
|
Payment Method |
yuu Points |
Amount Paid by You |
Example Order amount: $10Number of yuu points redeemed: 1000 points = $5 Amount paid by you: $5 Refund amount: $4 |
|
Credit Card, pandapay, Giftcard |
/ |
Subject to clause 6.9(a), refund amount will be processed to the original payment method that was used to make the payment for the Order. |
$4 will be refunded to you. |
|
All other payment method including but not limited to Debit Card, Google Pay, Apple Pay, cash on delivery |
/ |
Refund amount will be in the form of voucher of the same value. |
$4 voucher will be provided. |
(ii) Refund amount is more than the amount paid by you
|
|
yuu Points |
Amount Paid by You |
Example Order amount: $10Number of yuu points redeemed: 1000 points = $5 Amount paid by you: $5 Refund amount: $6 |
|
All payment methods |
/ |
Refund amount will be in the form of voucher of the same value. |
$6 voucher will be provided.
|
27.13 Any voucher issued pursuant to this Clause 28 shall subject to its own terms and conditions.
27.14 foodpanda shall have the right to amend the requirements/terms in respect of the issuance and redemption of yuu points on its Platform in such manner as it deems fit in its absolute discretion.
27.15 foodpanda may, temporarily or permanently, discontinue or terminate yuu at any time without prior notice to you.
27.16 Please refer to the yuu app for detailed terms and conditions for each offer and reward.
27.17 The use of any yuu products and services is governed by and subject to yuu’s terms and conditions, which can be found at https://yuu.sg/terms-and-conditions.
27.18 foodpanda does not make any warranties, express or implied, including any implied warranty of merchantability or fitness for a particular purpose in respect of yuu and/or any third party goods or services.
28.19 foodpanda is not an agent or representative of yuu and/or any third party, and does not assume any liability, obligation or responsibility for any representation or content published by yuu and/or any third party or any part of their product, service, offer or promotion, including but not limited to any modifications or discontinuance of the same.
28.20 Users with queries in relation to a third-party products or services, including but not limited to queries on their yuu points, shall contact the relevant third party directly.
28 Safeguarding Your Funds
28.1 We will safeguard any monies received on your behalf in relation to the use of the Services as Relevant Money (“Relevant Money” as defined in Section 23 of the Payment Services Act 2019). In this regard:
(i) all Relevant Money will be held by us on your behalf in a separate trust account held with a Safeguarding Institution (“Safeguarding Institution” as defined in Section 23 of the Payment Services Act 2019) in Singapore;
(ii) you acknowledge that relevant money received by us from you, or on your account, will be deposited in the client monies account together with, and commingled with, monies received by us from, or on account of, foodpanda’s other customers;
(iii) you understand and accept that the risk of such commingling is that you may potentially be exposed to the losses of other customers, as your relevant money is commingled with monies of other customers in the same account;
(iv) you acknowledge that in the unlikely event of insolvency of the Safeguarding Institution, there is a risk you may not be able to fully recover your relevant money; and
(v) you also acknowledge that we may receive interest on amounts that we hold on your behalf. You agree that you will not receive any interest earned from safeguarded relevant money.
29 Meal-For-One (“MFO”)
29.1 We offer meal-for-one programme (“MFO”) where you can order a meal-for-one meal via the Platform.
29.2 The order of MFO available on the Platform is subject to the following terms and conditions:
29.2.1 notwithstanding clause 6.2, MOV will not be applicable to MFO orders.
29.2.2 you can have multiple Orders of the same MFO combination per order but your MFO order cannot be combined with any other Orders.
29.2.3 Priority Delivery and Saver Delivery will not be applicable to MFO orders.
29.2.4 the prices and offers as stated are final.
29.2.5 pandapro perks, Group Order and Vouchers cannot be used for MFO orders, unless specifically stated otherwise.
29.3 foodpanda reserves the right to amend or change any terms and conditions above with or without prior notice to you.
29.4 foodpanda may, temporarily or permanently, discontinue, withdraw or terminate MFO at any time without prior notice to you.