The service
TamarawGO, operated by Steven Dale Portugal Lucero, sole proprietor, doing business as TamarawGO Web Portal Services (registered with the Department of Trade and Industry and the Bureau of Internal Revenue), 2F Room 1, ZS Building, San Jose St., Payompon, Mamburao, Occidental Mindoro 5106, Philippines, connects customers in Mindoro with independent local stores, which prepare the food, and independent riders, who deliver it. By creating an account you agree to these terms and to the privacy policy.
Your account
- One account per mobile number, which you verify with a one-time code.
- Keep your password to yourself. You are responsible for orders placed from your account.
- Give your real name and a delivery pin where you can actually receive the order.
Prices and fees
- Stores set their food prices. TamarawGO works out every total; the app shows the food, the delivery fee and the total before you order.
- The delivery fee follows the road distance from the store to your pin: ₱20 for up to 1 km, then ₱5 for every additional 500 m or part of it. It goes to the rider; TamarawGO takes no commission on it.
- Paying online costs you nothing extra. PayMongo's fees are paid by the store and the rider, never added to your total.
- A store delivers up to 10 km by road, unless it sets a shorter distance.
- An order keeps the prices it was placed with, even if prices change later.
Paying
- Pay in cash to the rider at the door, or ahead by QR Ph, GCash or Maya through our payment provider, PayMongo. With GCash or Maya you approve the payment in your wallet app; TamarawGO never sees your login or PIN.
- An order paid online that is not paid within 30 minutes is cancelled. If a payment arrives after that, it is refunded in full.
Cancelling and refunds
- You can cancel until the store starts preparing your order, and again if no rider can be found.
- A cancelled order you paid for online is refunded automatically and in full, including PayMongo's fee, which TamarawGO absorbs. A QR Ph refund is claimed through a link we send you, to the bank or e-wallet you choose; a GCash or Maya refund goes back to the account you paid with.
- A delivered order is not refunded, and there are no partial refunds. A problem with the food itself is between you and the store, and TamarawGO will put you in touch. Errors TamarawGO itself makes are always corrected.
- If an order you paid for was never delivered, report it in the app. When the platform's records and mediation show it was not delivered, you are refunded in full.
Delivery
- A delivery is complete when the rider is within 80 m of your pin and takes a photo of the food with you and the place. The photo is deleted after 24 hours.
- If you cannot be reached for 10 minutes after the rider arrives, shown by at least 3 call attempts, or you refuse the order, a cash order goes back to the store. A prepaid order is either left in a safe place, photographed, or taken back to the store and refunded.
- Each refused or unreachable delivery brings a warning, which expires after 90 days. An account with 2 active warnings from cash orders, or 5 from orders paid online (QR Ph, GCash or Maya), is banned. An order left in a safe place brings no warning.
Fees for stores and riders
Stores and riders agree to these fees when they join; their own terms give the details.
- Stores pay a 15% commission on the food subtotal of each delivered order. TamarawGO takes no commission on the delivery fee.
- Stores and riders shoulder PayMongo's fees. On a delivered order paid online, PayMongo's processing fee is shared in proportion to what each earns from it: the store pays the food subtotal's part, the rider the delivery fee's part. It comes out of their TamarawGO wallets.
- If an order paid online is cancelled and refunded, TamarawGO absorbs PayMongo's fee, so the customer gets every peso back and the store and rider pay nothing.
- Stores are paid out every Saturday at 5 PM. PayMongo's transfer fee (₱11.20 at its listed price) comes out of each payout.
- A rider's cash-in or cash-out carries the ₱15 wallet fee, plus PayMongo's processing fee on a cash-in, or its transfer fee (₱11.20) on a cash-out.
Reports and safety
If something goes wrong, report it from the order in the app, within 30 days of the order. TamarawGO records the report, keeps its own evidence, helps the parties resolve it, and can help you take it to the proper authorities. TamarawGO is not an emergency service: If someone is in immediate danger or an emergency is happening, call 911 or go to the nearest police station, hospital or barangay hall first. TamarawGO is not an emergency service.
Fair use
Do not misuse the service or the phone numbers it shares with you for an order. Harassment of a store, a rider or a customer can be reported as an incident.
Liability and the law
[Limits of liability, dispute resolution and governing law, after legal review.] These terms are governed by the laws of the Philippines.
Changes
If these terms change, the new version will be posted here with its date, and important changes will be announced in the app.