GoraBuy — Privacy & Refund Policy

Privacy Policy

At GoraBuy, your privacy matters. This Privacy Policy explains how we collect, use, disclose, and protect information when you use our mobile app, website, and related services (collectively, the “Services”). By using GoraBuy, you agree to the collection and use of information in accordance with this policy.

1. Information We Collect

We collect information to provide and improve our Services (food ordering and delivery).

a. Personal Information

Name
Email address
Phone number
Delivery address and location details
Payment information (processed via third-party payment providers)

b. Usage & Device Information

Device details (model, OS, unique IDs)
App usage data (order history, pages/features used)
Location data (with your permission, to enable delivery)

c. Cookies & Tracking

We and our partners may use cookies and similar technologies for analytics, personalization, and improving the user experience.

2. How We Use Your Information

Process and deliver your food orders.
Communicate about orders, account, and support.
Personalize recommendations (restaurants, offers).
Improve app performance, security, and features.
Detect and prevent fraud and abuse.
Comply with legal obligations.

3. How We Share Your Information

We will not sell your personal information. We may share data for the following purposes:

Restaurants & Delivery Partners: to fulfill orders (delivery address, order details).
Payment Processors: to securely process transactions.
Service Providers: cloud hosting, analytics, customer support tools.
Legal Reasons: when required by law or to protect rights and safety.

4. Data Security

We implement reasonable administrative, technical, and physical safeguards to protect your information. However, no method of transmission over the internet or electronic storage is completely secure — absolute security cannot be guaranteed.

5. Your Rights

Depending on where you live, you may have rights to access, correct, delete, or restrict processing of your personal information. To exercise these rights, contact us using the details below.

6. Children’s Privacy

Our Services are not directed to children under 13. We do not knowingly collect personal information from children. If we learn that we have collected a child's information, we will take steps to delete it.

7. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will update the “Last updated” date above. We encourage you to review this policy periodically.

Refund Policy

Philippines · Effective August 2025

This policy is designed for GoraBuy's food delivery service and complies with the Consumer Act of the Philippines (Republic Act No. 7394), relevant DTI guidelines, and general e-commerce practices. It prioritizes customer satisfaction while protecting partner restaurants and delivery partners.

1. Scope

This policy applies to all orders placed through the GoraBuy app or platform for food delivery (and related services such as any future Mart-style or express options) within the Philippines. It covers refunds, cancellations, and compensations for issues attributable to the platform, restaurants/merchants, or delivery partners.

GoraBuy reserves the right to review each request on a case-by-case basis. Refunds are not automatic for every complaint and depend on verification (e.g., photos, order details, timestamps).

2. Eligible Reasons for Refund or Compensation

You may request a full or partial refund (or credit/voucher) for:

EligibleCancelled orders (before preparation/delivery starts, or due to no available rider, restaurant closed, out-of-stock items, or system issues).
EligibleMissing items or incorrect/wrong items.
EligibleFood quality issues (e.g., undercooked, burnt, spoiled, contaminated, foreign objects, or significant temperature/packaging problems caused by the merchant).
EligibleOrder never arrived or marked completed but not delivered (subject to verification; customer must attempt contact with rider within limited time).
EligibleSignificant delays beyond reasonable estimates where the order is still at the merchant or unassigned (typically >30 minutes depending on stage).
EligibleSpecial instructions not followed (e.g., dietary/religious restrictions or major exclusions) — report within 12 hours.
EligibleSpilled, damaged, or poorly packaged food attributable to merchant packaging or delivery handling (case-by-case).

Not eligible (or limited eligibility):

LimitedChange of mind after the order is accepted/prepared.
LimitedMinor issues (e.g., missing free condiments) — feedback via ratings is preferred.
LimitedCustomer unavailability at delivery (missed deliveries generally not refundable/reschedulable to respect rider time; appeals require evidence of contact attempts).
LimitedIssues reported after the time limit.
LimitedOrders paid in cash may have different handling (refunds primarily for cashless payments).
LimitedIncorrect items received are generally yours to keep or dispose of.

3. How to Request a Refund

Go to the Activity or Order History section in the GoraBuy app.
Select the relevant order.
Tap Get Help / Report an Issue (or equivalent).
Choose the issue type (e.g., missing/wrong items, quality, not received, cancellation).
Provide clear details, Order ID, and supporting evidence (required for most claims):
- Photos of all items received (food content visible), packaging, receipt/Order ID if relevant.
- Description of the problem.
- For non-delivery: screenshots of chat/call attempts with the rider.
Submit within the applicable time limit (see below).

You may also contact GoraBuy Support via in-app chat, Help Center, email, or hotline. Merchants may initiate limited refunds for certain issues in some cases.

4. Time Limits for Reporting

Most issues (missing/wrong items, quality, spilled/damaged, non-delivery): within 24 hours of delivery completion or scheduled time.
Special instructions not followed: within 12 hours.
Cancellations: as soon as possible (eligibility depends on order stage — before merchant acceptance is easiest; after preparation or out-for-delivery is restricted).
Late reports may be rejected.

5. Refund Processing and Timelines

Approved refunds are returned to the original payment method (e.g., GCash, Maya, credit/debit card, GoraBuy wallet if available). Approximate timelines (subject to bank/e-wallet policies; GoraBuy initiates promptly after approval):

E-wallets (GCash, Maya, similar): immediate to 24 hours (sometimes up to a few days).
Credit cards: typically 7–14 working days.
Debit cards: up to 30–45 calendar days.

Promo codes/vouchers used on cancelled eligible orders are usually restored for future use (subject to their terms).
Partial refunds apply for partial issues (e.g., one missing item).
Processing times can vary; GoraBuy does not control bank/e-wallet delays. Any bank fees related to refunds are the customer's responsibility.
GoraBuy is not obligated to issue refunds outside this policy or for unverified claims.

6. Cancellations

Customers may cancel before the order is accepted by the merchant, or under specific delay conditions.
Once a rider is assigned or preparation starts, cancellations may be restricted or subject to fees (if any — currently none specified; check in-app).
Restaurant/merchant cancellations (e.g., out of stock) generally result in automatic full refunds.
Promo benefits on cancelled orders are typically returned.

7. Compensation Alternatives

In some cases, instead of (or in addition to) a monetary refund, GoraBuy may offer:

Promo vouchers/credits.
Partial refunds.
Redelivery (rare and only if feasible; usually requires a new order).

8. Appeals and Disputes

If your request is denied or you disagree with the outcome:

Provide additional evidence via Support.
For unresolved issues, you may escalate to the Department of Trade and Industry (DTI) Consumer Care (hotline 1-DTI / 1-384 or consumercare@dti.gov.ph), as Philippine law protects rights for defective goods/services, non-delivery, and related problems.

“No return/no refund” policies cannot override statutory consumer rights for defective or non-conforming items.

9. Merchant and Partner Notes (for transparency)

Valid merchant-attributable issues (wrong/missing items, quality problems, poor packaging) may result in chargebacks deducted from merchant payouts. Driver-related issues are handled by GoraBuy.

Merchants can appeal with evidence (photos, CCTV, acknowledgments) within set periods (typically 7 days).

10. General Terms

GoraBuy may update this policy at any time; the version in the app/Help Center at the time of the order applies.
Abuse of the refund system (repeated false claims) may lead to account restrictions.
This policy does not limit rights under Philippine consumer protection laws (RA 7394 and related rules). For defective products/services, consumers may seek repair, replacement, or refund.
Contact GoraBuy Support for assistance with any order.