Terms of service
1.1 When you place an Order with WarongRider, WarongRider will confirm your order by sending you a confirmation email containing the Order receipt. Where applicable, Orders will include delivery fees and any applicable tax (e.g. goods and services tax, value-added tax, etc.).
1.2 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.
1.3 Special Instructions – WarongRider 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, WarongRider and/or the Vendor reserve the right to proceed to prepare the Order in accordance with standard operating procedures. Neither WarongRider nor the Vendor shall be responsible to replace or refund an Order which does not conform to special instructions provided by you.
1.4 Allergens – WarongRider is not obligated to provide ingredient information or allergen information on the Platforms. Further, WarongRider does not guarantee that the Goods sold by Vendors are free of allergens. If you have allergies, allergic reactions or dietary restrictions and requirements, please contact the Vendor before placing an Order on our Platforms.
1.5 Please note that your Order may be subject to additional terms and conditions provided by the Vendor.
1.6 Prior to placing the Order
1.6.1 You are required to provide the delivery address in order for the Platform to display the Vendors available in your delivery area.
1.6.2 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.
1.7 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.
1.8 Cancelling an Order
1.8.1 Please contact us immediately via our in-app customer support chat feature 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.
(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.
Please note that while we may issue the refund immediately on our side, it may take some time for the amount to be credited back to your original payment method.
If you paid via:
1. Credit card: The refund will be reflected in your card balance within 7-14 working days*
2. Debit card: The refund will be reflected in your card balance within 30-45 working days*
3. WR Wallet: The amount will be reflected on your WarongRider Wallet balance within 24 hours.
*Processing times may take less or more depending on your bank’s process.
1.9 WarongRider reserves the right to cancel any Order and/or suspend, deactivate or terminate your WarongRider account in its sole discretion if it reasonably suspects or detects fraudulent behavior or activity associated with your WarongRider account and/or with your Order.
Price and Payments
2.1 Prices quoted on the Platform shall be displayed in the applicable country’s national currency and subject to applicable tax. Prices and offers on the Platforms may vary from the prices and you accept that offers offered by our Vendors (either on their own websites, mobile applications, or at their brick-and-mortar outlets).
2.2 The way we display the prices of our Goods may vary depending on the Vendor, and the prices reflected on our Platforms may:
2.2.1 include GST, VAT or such other equivalent tax; or
2.2.2 exclude GST, VAT or such other equivalent tax.
A breakdown of the prices and additional charges 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.
2.3 Delivery fees are chargeable on every Order unless:
2.3.1 you opt to collect your Order directly from the Vendor (“Pick-Up”);
2.3.1 you have a valid promotional or discount voucher and apply it at Checkout; or
2.3.3 unless stated otherwise.
2.4 Prices indicated on the Platforms are as at the time of each Order and may be subject to change.
2.5 You can choose to pay for an Order using any of the different payment methods offered on the Platforms including:
2.5.1 Our payment partners: Visa, Mastercard, American Express, KiplePay;
2.5.2 Such other payment method we offer from time to time.
2.6 If you have existing credit in your WarongRider account or valid promotional or discount vouchers, you can use this pay for part or all of your Order as the case may be.
2.7 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.
2.8 Payment Methods
WarongRider reserves the right to offer additional payment methods and/or remove existing payment methods at anytime 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. WarongRider does not store your credit card or payment information.
2.9 You must ensure that you have sufficient funds on your credit and debit card to fulfil payment of an Order. Insofar as required, WarongRider takes responsibility for payments made on our Platforms including refunds, chargebacks, cancellations and dispute resolution, provided if reasonable and justifiable and in accordance with these Terms.
3.1 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 Platforms, 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.
3.2 Delivery Time
3.2.1 WarongRider shall deliver your Order to the delivery address provided by You. You may choose for your Order to be delivered “ASAP” or scheduled for a specific time. 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 Platforms. 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, WarongRider reserves the right not to deliver your Order to you.
3.2.2 WarongRider prohibited Order for ‘non-halal’ product. Customer should aware the restriction involves the requirement of halal food. Halal food complies with Islamic Law or Shariah. Halal stipulates that food consumed must be :Hygienic, Not harmful to health, Free from any parts of animal origin that is forbidden by the shariah, Free from anything regarded as filth (najis) under Islamic law. In addition, meat products must be derived from animals that are permissible and slaughtered according to Islamic Law.
3.3 Unsuccessful or Failed Deliveries
3.3.1 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; or
(ii) customer was uncontactable despite attempts to reach the customer via the phone number provided; or
(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.
3.3.2 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, WarongRider reserves the right to cancel the Order without refund or remedy to you.
3.4 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 contact customer support via one of the methods indicated in Clause 1.3 above immediately. In some cases, WarongRider may request for photoWarongRiderhic 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.
3.5 Order Pick-Up
3.5.1 Where available, you will have the option of collecting your Order in-person directly from the Vendor’s premises ("Pick-Up") 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.
3.5.2 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.
3.6 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. WarongRider shall not be responsible in any way for Orders or Goods that are delivered by Vendors.