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 ”True Value Product”, “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 True Value Product 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 True Value Product.

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. 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.

Users below the age of 18 must obtain consent from the 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 True Value Products’ policy and/or whenever it is deemed necessary, True Value Product and/or any third party engaged by True Value Product, 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, and adverse news. If True Value Product, in its sole discretion, is not satisfied with the results of the Background Checks, True Value Product may terminate your True Value Product account and/or use of the Platform.

True Value Product 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. True Value Product

1.1. What we do

Through True Value Product, We link hungry customers to vendors (Restaurants) and Dashers (Riders). This completes the cycle of ordering goods including prepared meals, catering, beverages, and non-prepared food (hereinafter collectively referred to as (“Goods”) to be delivered to you. When you place an order for Goods from our Vendors (“Order”), True Value Product acts as an agent on behalf of that Vendor and rider to facilitate, process, and conclude the Order and subsequently for either the rider or the Vendor to deliver your order to you. Vendors may be owned and operated by third-party vendors, or our affiliate companies. Where the Vendors are operated by third-party vendors, we are authorized by such Vendors to accept payment on their behalf.  Any goods and services tax (“GST”) amounts (applicable to GST registered Vendors only) will be accepted by us only if they authorize us to do so.

1.2. How to contact us

For customer support, you may reach out to us via the customer care available on the Platform or drop us an email at ([email protected])

2. Use of the platform and TVP account

2.1. You will need to register for a True Value Product account for you to use the Platform. When you register for a True Value Product 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 one of the payment methods (Mentioned below) 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 True Value Product account are your sole responsibility.

2.2 True Value Product 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 True Value Product account, please send us an email requesting the same.

2.4 We may restrict, suspend or terminate your True Value Product account and/or use of the Platform if we reasonably believe that:

2.4.1 Someone other than you is using your True Value Product account;

2.4.2 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

2.4.3 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. True Value Product reserves the right to investigate and take appropriate legal action against anyone who, in True Value Product’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 True Value Product in its sole discretion or pursuant to local community standards;

3.1.4 Posting content that constitutes cyber-bullying, as determined by True Value Product in its sole discretion;

3.1.5 Posting content that depicts any dangerous, life-threatening, or otherwise risky behavior;

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 True Value Product 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 True Value Product, exposes True Value Product 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 True Value Products 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 that is abusive, illegal, or disruptive, or that otherwise fails to conform to these Terms;

3.2.3 Suspend or terminate a user’s access to the Platform or their True Value Product 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 True Value Product and/or third parties who have authorized 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. True Value Product will aggressively enforce its intellectual property rights to the fullest extent of the law, including criminal prosecution. True Value Product neither warrants nor represents that your use of materials displayed on the Platform will not infringe the rights of third parties not owned by or affiliated with True Value Product. 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 Cigarettes/Tobacco/Liquor 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 Cigarettes/Tobacco/Liquor Products (“Tobacco” “Liquor”)

We may offer Tobacco or Liquor on our Platform if 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/Liquor in any way.

To purchase Tobacco/Liquor, you must be of the statutory legal age. True Value Product, the Vendor, and their delivery riders, as the case may be, reserve the right in their sole discretion

5.2.1 To ask for a valid proof of age (e.g. ID card) from any person before they deliver Tobacco/Liquor;

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.

6. Orders

6.1 When you place an Order with True Value Product, True Value Product will confirm your Order by sending you a confirmation email containing the Order receipt. Orders will include delivery fees.

6.2 Allergens – True Value Product 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.

6.3 Please note that your Order may be subject to additional terms and conditions provided by the Vendor.

6.4 Prior to placing the Order

6.4.1 You are required to provide the delivery address in order for the Platform to display the Vendors available in your delivery area.

6.4.2 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.

6.5 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.

6.6 Order Placement

Your order will be placed only and only when the vendor will accept your order. When you place the order, the vendor will have 45 seconds to accept your order. If the vendor doesn’t accept the order, you will be informed via notification and you will be prompted to order again.

6.7 Order Preparation

6.7.1 When the vendor receives the order, they will have to provide an order preparation time (“Preparation Time”) this preparation time will be shared with the rider so they can reach the vendor on time.

6.7.2 If a vendor fails to prepare the order within the set preparation time, a penalty will be charged against them.

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 canceled 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 canceled Order.

If you are entitled to a refund in accordance with the refund and cancellation policies set out in these Terms, you agree that:

1. Where the purchase was made using credit card, or debit card payment methods, we will issue refunds to your TVP Wallet Account by default.
2. Every refund and settlement will be delivered only and only into the TVP Wallet except:

(i) In case of any technical malfunction, if you have been charged and the order is not placed due to whatsoever technical glitch, your amount will be refunded back into your bank account in 72 Hours’ time.

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.

If you have not received a refund, you may wish to check your wallet again 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 1.2 above.

6.10 True Value Product reserves the right to cancel any Order and/or suspend, deactivate or terminate your True Value Product account in its sole discretion if it reasonably suspects or detects fraudulent behavior or activity associated with your True Value Product account and/or with your Order.

7. Prices and payments

7.1 Prices quoted on the Platform shall be displayed in United States Dollars (“USD”) 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:

7.3 Delivery fees are chargeable on every order unless:

7.3.1 You opt to collect your Order directly from the Vendor (“Pick-Up”);

7.4 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, and additional charges and the final ‘Total’ amount 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, and American Express only.

7.7 If you have existing credit in your True Value Product account or valid promotional or discount vouchers, you can use this 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

True Value Product reserves the right to offer additional payment methods and/or remove existing payment methods at any time in its sole discretion. When 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. True Value Product 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, true Value Product 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.

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

Dashers registered with True Value Product 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 and will be shown to you in the app. 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 the order when you click on ‘My Orders on the Platform. You acknowledge that the delivery time we provide is only an estimate and it is calculated based on the distance and order preparation time provided by the restaurant so, Orders may arrive earlier or later. To ensure that you do not miss 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 Tobacco/Liquor (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, True Value Product reserves the right not to deliver your order to you.

8.3 Delivery Policies

8.3.1 Five (5) minutes after the order acceptance by the restaurant, App will start looking for the Riders nearest to the restaurant.

8.3.2 Riders present in the immediate radius of the restaurant will receive a notification regarding the available delivery. Whoever accepts the delivery first, will get the delivery.

8.3.3 Riders will have 120 seconds to accept the order. If they don’t accept it within set time limit, the accept order prompt will disappear.

8.3.4 If there are no riders in the immediate radius, the app will increase the radius to look for the riders.

8.3.5 Rider will have to reach the vendor within the order preparation time set by the vendor.

8.3.6 Customer will receive an OTP when the rider marks the order completion status as Complete. The customer will need to share this OTP with the Rider to confirm the order completion. This sharing of OTP is mandatory to mark the order status as complete.

8.3.7 OTP will remain valid for five (5) Minutes. After this set time, OTP will expire and a new OTP will be generated by the rider.

8.3.8 After 5 minutes of order completion, the Customer will receive a notification that will ask the customer to rate the delivery and pay a (“Rider Tip”) if they want.

8.3.9 After 30 minutes of the order completion, the customer will receive a notification that will ask the customer to rate the food and pay a (“Vendor Tip”) if they want.

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

The rider will wait for 300 seconds for you. After this time period, the rider will keep the order at the delivery location and take a picture as evidence. We will contact you via, among others, call or message, or email, to inform the unsuccessful delivery and share that picture with you. After this, True Value Product reserves the right to mark that order status as delivered and no refund will be given in such circumstances.

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 1.2 above. In some cases, True Value Product 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 and in-app notification 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 the 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. True Value Product shall not be responsible in any way for Orders or Goods that are delivered by Vendors.

9. Discounts and Promotions

9.1 From time to time, True Value Product may run marketing and promotional campaigns which offer discounts, and other promotional offers to be used on the

9.2 True Value Product may withdraw, amend and/or alter any applicable terms and conditions of the Promotions at any time without prior notice. True Value Product further reserves the right to void, discontinue or reject the use of any Promotion without prior notice.

9.3 True Value Product may at its sole and absolute discretion forfeit, exclude, disqualify or refuse you or certain Vendors from the use of Promotions at any time without prior notice.

10. Representation, 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 True Value Product 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.

10.2 Vendor’s representations

True Value Product 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. True Value Product 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 wilful 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 the delivery of the Goods and/or Orders. True Value Product shall not be responsible or liable for any loss, damage, expense, cost, or fees arising from your contractual relationship with the Vendor.

12. Rider Tip

Rider Tip (as defined herein) is applicable for all Orders except orders delivered by Vendor Delivery. When you place an Order on the Platform, you will have the option to pay a tip to the rider assigned to deliver your Order (“Rider Tip”). True Value Product will collect payment for the Rider Tip using the payment method chosen by you for the Order.

13. Vendor Tip

Vendor Tip (as defined herein) is applicable for all Orders. When you place an Order on the Platform, you will have the option to pay a tip to the vendor (“Vendor Tip”). True Value Product will collect payment for the Vendor Tip using the payment method chosen by you for the Order.

13. Personal Data/Information Protection

You agree and consent to True Value Product 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 or via the links on our Platform.

14. Indemnity

14.1 use of the Platform;

14.2 use of the Services; or

14.3 breach of these Terms.

15. Third-Party Links

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.

16. Termination

True Value Product 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 True Value Product in its sole discretion:

• considers your use to be unacceptable;
• is not satisfied with the results of the Background Checks, conducted on an ongoing basis; or
• Suspects or discovers you to have been involved in any activity or conduct that is in breach of any of the Terms.

True Value Product may, but shall be under no obligation to, provide you a warning prior to termination of your use of the Platform.

17. Amendments

True Value Product 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.