Customer Terms and Conditions

Effective Date: July 1, 2026

These Customer Terms and Conditions (“Terms”) govern your access to and use of the ehatud mobile application, website, and related services (collectively, the “Platform”).

The Platform is owned and operated by ehatud, a duly registered sole proprietorship under the laws of the Republic of the Philippines, with principal business address at 32 Purok Papaya, Pondol, Hinunangan, Southern Leyte, Philippines.

References to “ehatud,” “we,” “us,” or “our” refer to the registered sole proprietorship operating under the business name ehatud.

By creating an account, placing an order, or using the Platform, you agree to be legally bound by these Terms and by our Privacy Policy, which explains how we collect, use, and protect your information and is incorporated into these Terms by reference.

1. Nature of the Platform

1.1 Technology Marketplace

ehatud operates solely as a technology platform and online marketplace that enables Customers to browse, order, and purchase products offered by independent merchants, restaurants, stores, and other businesses ("Merchants"), and facilitates delivery services provided by independent delivery partners ("Riders"). ehatud provides the technology that enables these parties to connect and transact but is not itself the seller of the products or the provider of delivery services.

1.2 No Sale of Goods

ehatud does not manufacture, prepare, stock, own, sell, resell, inspect, package, or deliver the products offered through the Platform. All products, product descriptions, pricing, availability, quality, preparation, packaging, and compliance with applicable laws are the sole responsibility of the respective Merchant.

Likewise, delivery services are performed solely by independent Riders. ehatud acts only as the technology platform that facilitates communication, order management, and coordination between Customers, Merchants, Riders, and authorized payment providers.

1.3 Independent Contractors

Merchants and Riders are independent businesses or independent contractors and are not employees, agents, joint venturers, partners, or legal representatives of ehatud. Nothing contained in these Terms shall be construed as creating an employment relationship, agency, partnership, franchise, joint venture, or fiduciary relationship between ehatud and any Merchant or Rider. Each Merchant and Rider is solely responsible for complying with all applicable laws, regulations, licenses, permits, tax obligations, and other legal requirements applicable to their respective business or delivery activities.

2. Payments and Financial Processing

2.1 No Financial Services

ehatud is not a bank, financial institution, remittance company, payment processor, electronic money issuer, or digital wallet provider. The Platform does not provide banking, lending, escrow, custodial, stored value, money transmission, or other regulated financial services.

The Platform solely facilitates the purchase of products and services offered by independent Merchants and enables Customers to make payments through authorized third-party payment service providers.

2.2 Payment Partners

Electronic payments made through the Platform are processed exclusively by licensed third-party payment service providers, currently including PayMongo, and any other authorized payment providers that may be integrated into the Platform from time to time.

Payment transactions are processed using the independent systems, security measures, and operational policies of the applicable payment provider. ehatud does not collect, store, or have access to your complete payment card information, bank account credentials, or e-wallet login credentials.

ehatud may receive limited payment-related information, such as payment status, transaction reference numbers, payment method, transaction amount, and transaction date and time, solely for the purposes of confirming payments, processing orders, facilitating refunds where applicable, resolving payment disputes, preventing fraud, maintaining transaction records, and complying with applicable legal and regulatory requirements.

2.3 Payment Partner Terms

By selecting an electronic payment method through the Platform, you acknowledge and agree that your payment transaction will be processed by the applicable third-party payment service provider. Your use of that payment method is subject to the provider's own terms, conditions, privacy policy, and applicable fees, which are independent of ehatud.

ehatud is not responsible for the availability, security, performance, processing times, or actions of any third-party payment service provider, except to the extent required by applicable law.

3. Eligibility and Account Registration

3.1 You must be at least eighteen (18) years of age or otherwise possess the legal capacity to enter into a binding agreement under applicable law to create an account and use the Platform. By registering for an account or using the Platform, you represent and warrant that you satisfy these eligibility requirements.

3.2 To use certain features of the Platform, you must create and maintain a registered account. You agree to:

• Provide accurate, complete, and up-to-date registration and account information;

• Keep your account information updated whenever it changes;

• Maintain the confidentiality and security of your login credentials and verification information;

• Not share, transfer, sell, or allow another person to use your account;

• Immediately notify ehatud if you suspect any unauthorized access to or use of your account; and

• Accept responsibility for all activities that occur under your account unless such activities result from our negligence or a security breach attributable to us.

You are responsible for ensuring that the information associated with your account remains accurate throughout your use of the Platform.

3.3 To help protect Customers, Merchants, Riders, and the integrity of the Platform, ehatud may require identity verification, including mobile number verification through a One-Time Password (OTP), location verification, or other reasonable verification measures before allowing access to certain features or payment methods.

Failure to complete required verification may limit or prevent access to certain Platform features.

3.4 ehatud reserves the right to suspend, restrict, or terminate your account, or limit access to certain Platform features, if we reasonably believe that you:

• Have violated these Terms or any applicable policies;

• Provided false, inaccurate, misleading, or fraudulent information;

• Used the Platform for unlawful, fraudulent, abusive, or unauthorized purposes;

• Compromised the security, integrity, or operation of the Platform; or

• Otherwise pose a risk to ehatud, its users, Merchants, Riders, Payment Providers, or the public.

Where reasonably practicable and appropriate, we may notify you of the reason for the suspension or termination, unless doing so would compromise security, prevent fraud, violate applicable law, or interfere with an ongoing investigation.

4. Account Verification and Payment Method Eligibility

4.1 Account Verification

To help protect Customers, Merchants, Riders, and the integrity of the Platform, ehatud may require Customers to complete one or more verification measures before accessing certain features or payment methods, including:

• Delivery location verification using the device's precise location during account registration or when placing an order, to verify delivery addresses and improve delivery accuracy;

• One-Time Password (OTP) verification sent to the registered mobile number to verify account ownership and enhance account security; and

• Any additional verification that ehatud may reasonably require to prevent fraud, comply with applicable laws, protect Platform security, or investigate suspicious activity.

Information collected during the verification process is handled in accordance with our Privacy Policy.

4.2 Payment Method Eligibility

The availability of payment methods may depend on several factors, including:

• Account verification status;

• Transaction history;

• Order history;

• Fraud prevention and risk assessment measures;

• Payment provider availability; and

• Other operational or security considerations.

To protect Customers, Merchants, Riders, and the Platform, certain payment methods, including Cash on Delivery (COD), may be temporarily unavailable or restricted for new accounts, accounts undergoing verification, or accounts identified through reasonable fraud prevention or risk assessment measures.

4.3 Cash on Delivery (COD)

Where Cash on Delivery (COD) is available:

• Payment is made directly by the Customer to the assigned Rider upon successful delivery of the order;

• ehatud does not collect, hold, or process COD payments as a financial intermediary;

• COD availability is subject to account eligibility, delivery location, Merchant participation, and fraud prevention measures; and

• ehatud reserves the right to suspend or restrict COD access where reasonably necessary to protect the Platform or its users.

4.4 Restriction of Payment Methods

ehatud may temporarily restrict, suspend, or revoke access to certain payment methods if we reasonably determine that a Customer has:

• Refused to accept confirmed orders without a valid reason;

• Repeatedly been unavailable or unreachable during scheduled deliveries;

• Caused repeated failed delivery attempts due to inaccurate or incomplete delivery information;

• Engaged in fraudulent, abusive, or unauthorized payment activity;

• Submitted fraudulent refund requests, payment disputes, or chargebacks;

• Violated these Terms or other applicable Platform policies; or

• Otherwise engaged in conduct that poses a security, financial, or operational risk to the Platform, its users, Merchants, Riders, or payment providers.

Any restrictions imposed under this Section will be based on reasonable fraud prevention, operational, or security considerations and may remain in effect until the relevant concerns have been resolved.

5. Orders

5.1 Placing an Order

When you place an order through the Platform, you are submitting an offer to purchase products directly from the selected Merchant. Your order is subject to the Merchant's acceptance and product availability.

5.2 Order Acceptance

An order is considered confirmed only after the Merchant accepts it through the Platform. Until the Merchant accepts your order, the order may be declined, modified, or cancelled due to product availability, operational constraints, delivery limitations, pricing errors, or other legitimate reasons.

ehatud facilitates the transmission of your order but does not guarantee that every order will be accepted by a Merchant.

5.3 Order Cancellation

You may request cancellation of an order before the Merchant has begun preparing the order or before the assigned Rider has started the delivery process.

Once food preparation, packaging, or delivery has commenced, cancellation may no longer be possible, except where required by applicable law or where otherwise approved by the Merchant or ehatud under applicable Platform policies.

If an order is cancelled after payment has been successfully processed, any applicable refund will be handled in accordance with Section 8 (Refunds and Disputes) and the policies of the applicable payment service provider.

5.4 Product Availability and Accuracy

All products, menus, prices, descriptions, photographs, estimated preparation times, and availability displayed on the Platform are provided by the respective Merchant.

Product availability is not guaranteed and may change without prior notice. Merchants may substitute, modify, or remove products based on availability or operational circumstances.

While ehatud strives to display accurate information, we do not guarantee that product descriptions, pricing, photographs, nutritional information, allergen information, or other content provided by Merchants are complete, accurate, or error-free.

6. Pricing and Fees

6.1 Merchant Pricing

All product prices displayed on the Platform are determined solely by the respective Merchant. Prices, promotions, discounts, product availability, and menu offerings may change at any time without prior notice and may differ from prices offered at the Merchant's physical location or through other sales channels.

6.2 Delivery Fees and Other Charges

Depending on your order and delivery location, the total amount payable may include one or more of the following charges:

• Delivery fees;

• Platform or service fees;

• Small order fees;

• Peak-hour, surge, or demand-based fees;

• Applicable taxes, where required by law; and

• Other charges that are clearly disclosed to you before you confirm your order.

All applicable charges will be displayed in the Platform before you complete your purchase.

6.3 Payment Processing Fees

Where applicable, payment processing fees or other transaction-related charges are determined and collected by the applicable third-party payment service provider (such as PayMongo) in accordance with its own terms, policies, and fee schedules. ehatud does not determine or control such fees unless expressly stated within the Platform.

6.4 Pricing Errors

While we strive to ensure that pricing and other information displayed on the Platform are accurate, errors may occasionally occur.

If a pricing error, calculation error, technical issue, or other system error results in an incorrect price or charge, ehatud reserves the right to correct the error, cancel the affected order before fulfillment, or request confirmation from the Customer before proceeding with the order, subject to applicable law. Where payment has already been collected for a cancelled order, any applicable refund will be processed in accordance with Section 8 (Refunds and Disputes) and the policies of the applicable payment service provider.

7. Delivery

7.1 Estimated Delivery Times

Any delivery time displayed on the Platform is an estimate only and is provided for convenience. Delivery times are not guaranteed and may vary depending on operational circumstances.

7.2 Delivery Delays

Delivery delays may occur due to circumstances beyond the reasonable control of ehatud, the Merchant, or the Rider, including but not limited to:

• Traffic conditions;

• Weather conditions;

• Merchant preparation time;

• Rider availability;

• High order volume or peak demand;

• Road closures or accidents;

• Public emergencies or government restrictions;

• Technical or operational issues; and

• Other unforeseen circumstances.

Neither ehatud nor the Merchant guarantees that orders will be delivered within any specific timeframe.

7.3 Customer Responsibilities

To facilitate successful delivery, you agree to:

• Provide accurate, complete, and up-to-date delivery information;

• Ensure that your delivery location is accessible and safe for the assigned Rider;

• Remain reasonably available to receive calls, messages, or notifications regarding your order;

• Be available to receive your order at the delivery location within a reasonable time after the Rider arrives; and

• Cooperate with the Merchant and Rider to complete the delivery.

Failure to comply with these responsibilities may result in delivery delays, failed deliveries, additional charges where permitted, or restrictions on certain payment methods.

7.4 Failed Delivery

A delivery may be considered unsuccessful if you:

• Are unavailable or unreachable after reasonable delivery attempts;

• Refuse to accept a confirmed order without a valid reason;

• Provide an incorrect, incomplete, or inaccessible delivery address;

• Fail to collect the order within a reasonable period after the Rider arrives; or

• Otherwise prevent the successful completion of the delivery.

If food preparation or delivery has already commenced, the order may be treated as completed, and refunds may not be available except as required by applicable law or approved under the applicable refund policy. Repeated failed deliveries may result in temporary restrictions on certain payment methods, including Cash on Delivery (COD).

8. Refunds and Disputes

8.1 Refund Requests

If you believe there is an issue with your order, you must submit a refund request through the Platform within twenty-four (24) hours after the order has been marked as delivered. Refund requests submitted after this period may not be eligible for review unless otherwise required by applicable law.

8.2 Eligible Refund Scenarios

Refund requests may be considered for review in situations including, but not limited to:

• Incorrect items received;

• Missing items;

• Damaged or spilled products;

• Orders that were not delivered;

• Orders that were charged but could not be fulfilled; or

• Other circumstances that ehatud or the Merchant determines may reasonably warrant a refund.

Submission of a refund request does not guarantee that a refund will be approved. Each request will be evaluated based on the information provided, available evidence (including photographs where applicable), Merchant verification, Rider information, and the circumstances of the order.

8.3 Refund Processing

If a refund is approved, it will generally be processed through the original payment method used for the transaction whenever possible.

For electronic payments, refunds are processed through the applicable third-party payment service provider (currently PayMongo) or the payment provider's supported reversal or refund mechanisms. The timing for receiving refunded amounts may vary depending on your bank, card issuer, e-wallet provider, or other financial institution.

For Cash on Delivery (COD) orders, any approved refund will be handled in accordance with ehatud's applicable refund procedures and may require additional verification.

ehatud does not maintain customer wallet balances, stored-value accounts, or customer funds.

8.4 Fraud Prevention

To protect Customers, Merchants, Riders, and the integrity of the Platform, ehatud may investigate refund requests that appear fraudulent, abusive, or inconsistent with normal Platform use.

Customers who repeatedly submit fraudulent, misleading, abusive, or excessive refund requests, engage in payment abuse or chargeback fraud, or otherwise misuse the refund process may be subject to:

• Rejection of refund requests;

• Temporary or permanent restriction of certain payment methods;

• Suspension or termination of their account; and

• Any other action permitted under these Terms or applicable law.

9. Customer Conduct

To help maintain a safe, reliable, and respectful Platform for all users, Customers agree to use the Platform responsibly and in accordance with these Terms and all applicable laws.

Customers must not:

• Submit false, misleading, or fraudulent orders, refund requests, complaints, or claims;

• Provide false, inaccurate, incomplete, or misleading account or delivery information;

• Harass, threaten, abuse, intimidate, discriminate against, or otherwise engage in inappropriate conduct toward Merchants, Riders, ehatud personnel, or other users;

• Engage in fraudulent payment activities, payment abuse, unauthorized transactions, or chargeback fraud;

• Attempt to circumvent Platform security measures, verification procedures, payment restrictions, or fraud prevention systems;

• Use another person's account without authorization or share, transfer, sell, or allow others to use your account;

• Upload, transmit, or distribute unlawful, harmful, defamatory, abusive, obscene, or otherwise inappropriate content through the Platform;

• Interfere with or disrupt the operation, security, or integrity of the Platform or its services;

• Use the Platform for any unlawful, fraudulent, or unauthorized purpose; or

• Violate these Terms or any other applicable Platform policies.

Where we reasonably determine that a Customer has violated these Terms, ehatud may take appropriate action, including rejecting orders, restricting certain Platform features or payment methods, suspending or terminating the Customer's account, reporting unlawful activities to the appropriate authorities where required by law, or pursuing any other remedies available under applicable law.

10. Platform Integrity and Risk Controls

To help maintain a safe, secure, and reliable Platform for Customers, Merchants, Riders, and payment service providers, ehatud may implement reasonable operational, security, and fraud prevention measures, including but not limited to:

• Identity and account verification measures, including One-Time Password (OTP) verification and delivery location verification where applicable;

• Transaction monitoring and fraud detection activities;

• Payment method eligibility assessments and temporary payment method restrictions;

• Temporary order limits or purchasing restrictions for accounts identified through reasonable risk assessment measures;

• Review of suspicious transactions, refund requests, payment disputes, or chargeback activity;

• Detection and prevention of unauthorized access, fraudulent accounts, automated abuse, or other activities that may compromise the security or integrity of the Platform; and

• Other reasonable operational, technical, or security measures necessary to comply with applicable laws, protect users, and maintain the integrity of the Platform.

These measures are implemented solely for legitimate operational, security, fraud prevention, legal compliance, and risk management purposes. Where reasonably practicable, any restrictions imposed on a Customer's account or payment methods will be proportionate to the identified risk and may remain in effect until the relevant concern has been resolved.

Nothing in this Section limits any rights you may have under applicable consumer protection or data privacy laws.

11. Product Responsibility and Limitation of Liability

11.1 Merchant Responsibility

Each Merchant is solely responsible for the products and services it offers through the Platform, including but not limited to:

• Product quality, quantity, and condition;

• Food preparation, food safety, hygiene, and compliance with applicable health and sanitation laws;

• Accuracy and completeness of product descriptions, ingredients, nutritional information, allergen information, pricing, and images;

• Product availability;

• Packaging of orders;

• Compliance with all applicable laws, regulations, licenses, and permits relating to its business and products.

Merchants are independent businesses and are solely responsible for fulfilling customer orders and addressing product-related issues.

11.2 Rider Responsibility

Each Rider is solely responsible for performing delivery services, including exercising reasonable care during transportation and delivery of orders, complying with applicable traffic laws, and following reasonable delivery instructions provided through the Platform.

11.3 Platform Disclaimer

ehatud operates solely as a technology platform that facilitates communication and transactions between Customers, Merchants, Riders, and authorized third-party payment service providers.

Except as expressly required by applicable law, ehatud does not manufacture, prepare, inspect, package, sell, own, store, transport, or deliver the products offered through the Platform and does not guarantee the quality, safety, legality, suitability, availability, or fitness of any products or services provided by Merchants or Riders.

11.4 Limitation of Liability

To the fullest extent permitted by applicable law:

• ehatud's total liability arising out of or relating to any claim connected with a specific order shall not exceed the total amount paid by the Customer for that order;

• ehatud shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including loss of profits, loss of business opportunities, loss of goodwill, or loss of data, even if advised of the possibility of such damages;

• ehatud does not guarantee that the Platform will be available at all times or operate without interruptions, delays, errors, security incidents, or technical failures; and

• ehatud shall not be liable for delays, interruptions, or failures caused by events beyond its reasonable control, including natural disasters, severe weather, power outages, internet or telecommunications failures, government actions, labor disputes, public emergencies, cyberattacks, or other force majeure events.

Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law, including rights available to consumers under Philippine law.

12. Data Privacy and Account Deletion

12.1 Data Privacy

Personal information collected through the Platform is processed in accordance with the Data Privacy Act of 2012 (Republic Act No. 10173), its Implementing Rules and Regulations, and the ehatud Customer Privacy Policy. Our Privacy Policy explains the categories of personal information we collect, how we collect, use, disclose, retain, and protect your information, your privacy rights, and the choices available to you regarding your personal information.

12.2 Verification and Security Information

To help protect Customers, Merchants, Riders, payment service providers, and the Platform, ehatud may process account verification information, device information, transaction monitoring data, and security-related information, including One-Time Password (OTP) verification, delivery location verification, and other fraud prevention measures described in Section 4 and our Privacy Policy. Such information is processed solely for legitimate operational, security, fraud prevention, legal compliance, and risk management purposes.

12.3 Account Deletion

You may request deletion of your ehatud Customer account at any time through the Delete Account feature available within the Platform.

After your deletion request is submitted:

• Your account will be signed out and scheduled for deletion.

• Your account will remain in a 30-day recovery period, during which you may cancel the deletion request by signing back into your account.

• If you do not sign in within the 30-day recovery period, your account and associated personal information will be permanently deleted, except for information we are required or permitted to retain for legitimate purposes, including fraud prevention, security, unresolved disputes, tax and accounting obligations, legal compliance, or the establishment, exercise, or defense of legal claims.

Additional information about the account deletion process is available at:

https://sites.google.com/view/ehatud/account-deletion

13. Amendments

ehatud may update or modify these Terms from time to time to reflect changes in our services, business operations, legal or regulatory requirements, security practices, or other legitimate business needs.

If we make material changes that affect your rights or obligations, we will provide reasonable notice before the updated Terms become effective, which may include notification through the Platform, email, or other appropriate communication channels.

The "Effective Date" at the beginning of these Terms will indicate when the latest version became effective.

Your continued access to or use of the Platform after the updated Terms take effect constitutes your acceptance of the revised Terms. If you do not agree to the updated Terms, you should discontinue using the Platform and may request deletion of your account in accordance with Section 12.

14. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the Republic of the Philippines, without regard to its conflict of law principles.

The parties agree to make reasonable efforts to resolve any dispute, claim, or controversy arising out of or relating to these Terms or the use of the Platform through good-faith discussions before commencing legal proceedings.

If a dispute cannot be resolved amicably, it shall be submitted to the courts of competent jurisdiction in Maasin City, Southern Leyte, Philippines, unless applicable law provides otherwise.

Nothing in these Terms shall limit or waive any consumer rights or remedies that cannot be excluded under applicable Philippine law.

15. Contact Us

If you have any questions, concerns, feedback, or requests regarding these Terms and Conditions or the Platform, you may contact us using the following information:

ehatud

Business Address:
32 Purok Papaya, Pondol, Hinunangan, Southern Leyte, Philippines

Email:
support@ehatud.com

For questions regarding our Privacy Policy, your personal information, or account deletion requests, please refer to our Customer Privacy Policy or visit our Account Deletion page:

https://sites.google.com/view/ehatud/account-deletion