RockyGo Terms and Conditions

Last Updated 12 August 2025

1. AGREEMENT TO TERMS

These Terms and Conditions constitute a legally binding agreement made between you, whether personally or on behalf of an entity (you), and Trackerteer Web Developer Corp., doing business as Trackerteer, located at Malaysia (we, us), concerning your access to and use of the RockyGo https://rockygo.com/ website as well as any related applications (the Site).

The Site provides the following service: RockyGo : Customer, Rider, Restaurant and Operator.

RockyGo is a fully featured mobile food ordering and home delivery app designed to make food ordering and home delivery simple.

It offers a user-friendly platform that allows customers to place orders from their favourite restaurants with ease. The app's key features include:

Intuitive Ordering: A simple, efficient interface for selecting and ordering meals.

Real-Time Tracking: Customers can view the status of their order and track the delivery progress live, ensuring they're informed every step of the way.

Secure Payment Options: The app provides a range of safe and convenient payment methods, from credit cards to mobile payments, for a seamless transaction experience.

Order History and Favourites: Users can easily review past orders and mark their favourite items for quick future orders.

RockyGo is designed to offer a comprehensive and enjoyable food ordering and delivery experience, making it a convenient choice for customers seeking a quick and reliable service for the restaurant, driver and customer.

If you do not agree with all of these Terms and Conditions, then you are prohibited from using the Site and Services and you must discontinue use immediately. We recommend that you print a copy of these Terms and Conditions for future reference. We may make changes to these Terms and Conditions at any time. The updated version of these Terms and Conditions will be indicated by an updated "Revised" date and the updated version will be effective as soon as it is accessible. You are responsible for reviewing these Terms and Conditions to stay informed of updates. Your continued use of the Site represents that you have accepted such changes.

We may update or change the Site from time to time to reflect changes to our products, our users' needs and/or our business priorities.

The Site is intended for users who are at least 18 years old. If you are under the age of 18, you are not permitted to register for the Site or use the Services without parental permission.

2. OUR SERVICES

RockyGo connects you with restaurants and other food businesses (collectively, "Vendors") through our website and mobile app (collectively, the "Platforms"). This allows you to order a variety of items, including prepared meals, for delivery to your location.

When you place an order for these items ("Goods") from a Vendor ("Order"), foodpanda acts as an intermediary. We facilitate, process, and finalize the order on the Vendor's behalf. After that, either we or the Vendor will deliver your order to you. Please note that Vendors can be independent third-party businesses, our affiliated companies, or even RockyGo itself.

3. CONDITIONS FOR ACCOUNT CREATION AND PLATFORM USE

3.1. User Information and Account Registration

To access and use the RockyGo platforms ("Services"), users must create an account by providing accurate and complete information, including but not limited to: full name, email address, phone number, date of birth, and a secure password (collectively, "User Details"). Additional information may be requested as needed to comply with legal obligations or to support certain features of the Services.

Date of Birth Requirement

RockyGo requires users to provide their date of birth during registration. This information is necessary to comply with local laws and regulations concerning the sale, advertisement, or display of age-restricted food and beverage items (e.g., alcoholic products). By validating a user’s age, we ensure that such content is not shown or made available to users under 18 years old within the app’s feed, dashboard, or other areas of the platform.

The date of birth is used solely for this compliance purpose. It is not used for marketing, profiling, or any other unrelated activities, nor is it shared with third parties.

If you have concerns or suggestions regarding how we collect or verify age-related information, or if you are subject to specific app store policies, please contact us. We are open to making adjustments to better align with regulatory or platform guidelines.

3.2. Keeping Your Account Secure

Your password is confidential - don't share it with anyone! You're responsible for keeping it safe. All orders placed through your account are your responsibility, unless they involve fraud or abuse beyond your control.

3.3 Accurate Information is Important

RockyGo cannot be held liable for delivery issues caused by incomplete, incorrect, or missing information from you. To ensure smooth order processing, please provide complete, accurate, and truthful information, including your delivery address and contact details.

3.4 Account Closure and Termination

You can request to delete your RockyGo account by emailing us. We may restrict, suspend, or terminate your account and/or platform access if we believe:

• Someone else is using your account.
• You've violated our Terms, policies, guidelines, or misused the Platforms in a way we deem inappropriate.

4. ACCEPTABLE USE

You may not access or use the Site for any purpose other than that for which we make the site and our services available. The Site may not be used in connection with any commercial endeavours except those that are specifically endorsed or approved by us.

As a user of this Site, you agree not to:

• Systematically retrieve data or other content from the Site to a compiled database or directory without written permission from us.
• Make any unauthorised use of the Site, including collecting usernames and/or email addresses of users to send unsolicited email or creating user accounts under false pretences.
• Circumvent, disable, or otherwise interfere with security-related features of the Site, including features that prevent or restrict the use or copying of any content or enforce limitations on the use.
• Engage in unauthorised framing of or linking to the Site.
• Trick, defraud, or mislead us and other users, especially in any attempt to learn sensitive account information such as user passwords.
• Make improper use of our support services, or submit false reports of abuse or misconduct.
• Engage in any automated use of the system, such as using scripts to send comments or messages, or using any data mining, robots, or similar data gathering and extraction tools.
• Interfere with, disrupt, or create an undue burden on the Site or the networks and services connected to the Site.
• Attempt to impersonate another user or person, or use the username of another user.
• Use any information obtained from the Site to harass, abuse, or harm another person.
• Use the Site or our content as part of an effort to compete with us or to create a revenue-generating endeavour or commercial enterprise.
• Decipher, decompile, disassemble, or reverse engineer any of the software is comprising or in any way making up a part of the Site.
• Attempt to access any portion of the Site that you are restricted from accessing.
• Harass, annoy, intimidate, or threaten any of our employees, agents, or other users.
• Delete the copyright or other proprietary rights notice from any of the content.
• Upload or transmit (or attempt to upload or transmit) viruses, Trojan horses, or other material that interferes with any party's uninterrupted use and enjoyment of the Site, or any material that acts as a passive or active information collection or transmission mechanism.
• Use the Site in a manner inconsistent with any applicable laws or regulations.
• Disparage, tarnish, or otherwise harm, in our opinion, us and/or the Site.
• Misrepresent experience, skills, or information about a user.
• Threaten users with negative feedback or offering services solely to give positive feedback to users.

5. INTELLECTUAL PROPERTY RIGHTS ON ROCKYGO

This section explains ownership of creative elements within the RockyGo app ("App").

5.1 What We Own

All trademarks, logos, images, and service marks used on the App and in our marketing materials (registered or not) belong to RockyGo or third parties who authorised us to use them (collectively, "Trademarks").

5.2 What You Can't Do

You cannot use, copy, reproduce, republish, upload, post, transmit, distribute, or modify these Trademarks in any way without our explicit written permission. This includes using our Trademarks on websites not approved by us.

5.3 Protecting Our Property

RockyGo takes intellectual property rights seriously and will enforce them to the fullest extent of the law, including pursuing criminal prosecution if necessary.

5.4 Disclaimer

We don't guarantee that using materials on the App won't infringe on the rights of others not affiliated with RockyGo. You use such materials at your own risk.

6. ROCKYGO ORDERS

6.1 Order Confirmation

Once you place an order, RockyGo will send you a confirmation email with a receipt. This receipt will include any delivery fees and applicable taxes.

6.2 Special Requests

We'll do our best to fulfil any special instructions you leave with your order. However, these requests may not always be possible due to feasibility or commercial reasons. In such cases, the order will be prepared following standard procedures. Neither RockyGo nor the restaurant is responsible for replacing or refunding orders that don't match special instructions.

6.3 Allergy Information

RockyGo isn't obligated to provide ingredient or allergen information on the App. We also don't guarantee that menu items are allergen-free. If you have allergies or dietary restrictions, please contact the restaurant directly before placing your order.

6.3.1 Allergy Disclaimer

RockyGo facilitates food ordering and delivery services but does not prepare or handle the food itself. RockyGo makes no guarantees regarding the presence of allergens in food items provided by vendors.

By placing an order, you acknowledge and agree that:

• It is your responsibility to verify allergen information directly with the vendor before ordering.
• RockyGo is not responsible for any allergic reactions, food sensitivities, or health-related issues arising from the consumption of food ordered through the platform.
• RockyGo does not warrant that menu items are allergen-free, even if a vendor provides ingredient details.
• Any claims related to allergic reactions must be addressed directly with the vendor, and RockyGo shall not be held liable for any damages, injuries, or medical conditions resulting from food consumption.

6.4 Additional Terms

Some restaurants may have additional terms and conditions that apply to your order.

6.4.1 Placing Your Order

 1. Enter your delivery address to see restaurants available in your area.

 2. Choose a restaurant to view their menu and add items to your cart.

 3. Follow the on-screen instructions to complete your order after clicking "Checkout." You might need to provide additional information during this step.

 4. Before clicking "PLACE ORDER," carefully review your order details, including quantities, delivery information, personal details, payment method, and any voucher codes (if applicable). Ensure everything is accurate and complete.

 5. You'll receive a confirmation email with your order receipt once your order is successfully placed.

6.4.2 Cancelling Your Order

If you need to cancel your order after placing it, contact us immediately through the in-app customer support chat. You can only cancel before the restaurant accepts your order and/or the order status is Pending.

6.4.3 Dine-In and/or Pick-Up

Upon placing an order for Dine-in or Pick-up, you will receive an order confirmation detailing your booking time and order details. Customers are required to arrive at the selected store within one (1) hour of the scheduled time.

Dine-in Orders: You must check in at the restaurant within one hour of your reservation time.

• Pick-up Orders: You must pick up your order within one hour of the scheduled pick-up time.

a. No-Show Policy

If you fail to show up within one hour of the scheduled time:

• Your order will be tagged as a "No Show."
• The payment for the order will be processed and completed, and no refunds will be issued.

6.4.4 Restaurant Booking Terms

RockyGo allows customers to reserve tables at participating restaurants via the app. By placing a booking, you agree to the following terms:

a. Booking Confirmation

• For same-day bookings, your reservation will be automatically confirmed 1 hour before the scheduled time.
• For bookings made at least one day in advance, confirmation will be triggered 24 hours before the reservation.
• All confirmations are subject to restaurant availability and may vary by establishment.

b. Cancellations and Grace Period

• Bookings can only be cancelled while in "Pending" status. Once a booking is confirmed, it cannot be cancelled through the app.
• If food items are added during the booking, the reservation will be automatically confirmed immediately upon placement. Cancellations for these bookings are not allowed via the app.
• To cancel, you must contact the restaurant directly, who may choose to process a manual refund at their discretion.
• You must arrive and check in within 15 minutes of your scheduled reservation. If not, your booking will be marked as a no-show, and the table will be made available to others.
• Repeated no-shows may result in restrictions on future bookings.

c. Store Closure & Advance Bookings

• Advance bookings are allowed even if the restaurant is currently closed, and will bypass live store hours for future availability.
• Only available items are shown during the booking process. Unavailable dishes will be hidden automatically to prevent ordering errors.

d. Booking Notifications

• You will receive push notifications for booking reminders and confirmations. Please ensure notifications are enabled to avoid missed updates.

6.5 Free Items

Free Items are complimentary products or services provided by the Restaurant and/or RockyGo to eligible customers. These items:

• Are offered free of charge with no cost to the Customer.
• Will appear with a price of ₱0.00 / £0.00 / €0.00 (or local equivalent) in the order summary.
• Are typically added as part of promotional offers, loyalty programmes, or bundled with certain order types.

The availability, order eligibility, and duration of Free Item promotions are entirely determined by the Restaurant and/or RockyGo, and may depend on:

• The order type (e.g. delivery, pick-up, dine-in)
• Minimum order values, promotional codes, or special conditions
• Validity period set for each specific offer

Free Items cannot be exchanged, refunded, or converted to cash, and RockyGo reserves the right to withdraw or change Free Item promotions at any time without prior notice.

If a Free Item is missing from your completed order, please contact RockyGo support or the Restaurant directly for assistance. Resolution is subject to availability and discretion of the offer provider.

6.6 Promotion

Promotions are special offers provided by RockyGo to eligible customers. These promotions:

• Are issued and managed solely by RockyGo, not by individual restaurants.
• Can be redeemed at the nearest participating store outlet based on the customer’s location.
• May be claimed on their own or when purchasing a regular item.
• Include limited-time offers available exclusively through the RockyGo/Store promotion.
• Are applied automatically at checkout—no vouchers or coupon codes are required.
• Are available in limited quantities per customer and remain valid until the expiry date set by RockyGo/Store.
• Are limited to one promotion per transaction.
• Apply to multiple-cart orders.
• May be combined with other vouchers or coupons if the order includes at least one regular item.

The availability, order eligibility, and duration of promotions are entirely determined by RockyGo and may depend on factors such as:

• The order type (e.g., delivery, pickup, dine-in)
• The customer’s location relative to eligible stores.

7. PAYMENT AND REFUNDS

• All payments are processed at the time of order placement.
• Payments are non-refundable unless otherwise stated in these terms.
• In the event of a no-show, the payment will be considered as forfeited, and no refunds will be provided.

8. AMENDMENTS AND CANCELLATIONS

• To amend or cancel your order, you must contact the store at least one hour before the scheduled time.
• Amendments or cancellations made less than one hour before the scheduled time will be subject to the No-Show Policy.

8.1 Order Cancellation

• Customer Order Cancellation: If a customer cancels an order for any reason, the cancellation will only be applicable to the Delivery order type. Any used vouchers, discounts, and points will be returned to the customer.
• Restaurant Order Cancellation: If a restaurant cancels or voids a customer’s order for any reason, any used vouchers, discounts, and points will be returned to the customer.

9. PAYMENT TERMS FOR CONSUMERS

Consumers must pay the full amount of the Consumer Charges for all services offered in the Application using the method selected at the time of booking, whether it is credit card or one of the automated payment methods available on the Application. All payments made through these selected methods are non-refundable and cannot be reversed.

9.1 Points Usage

• Points will only be applicable for food items, excluding alcoholic items, delivery fees, and delivery taxes.

10. FEES

All fees are exclusive of Value Added Tax (VAT), which includes Goods and Services Tax (GST) and similar sales taxes. If VAT is applicable to any fees, you are required to pay the VAT amount to RockyGo along with the fees. Payments of fees must be made without any deductions for withholding tax, if applicable.

11. THE INFORMATION YOU PROVIDE TO US

You represent and warrant that: (a) all registration information you submit will be true, accurate, current, and complete and relate to you, not a third party; (b) you will maintain the accuracy of such information and promptly update such information as necessary; (c) you will keep your password confidential and will be responsible for all use of your password and account; (d) you have the legal capacity and you agree to comply with these Terms and Conditions; and (e) you are not a minor in the jurisdiction in which you reside, or if a minor, you have received parental permission to use the Site.

If you know or suspect that anyone other than you knows your user information (such as a password or user name) and/or password you must promptly notify us at support@rockygo.com.

If you provide any information that is untrue, inaccurate, not current or incomplete, we may suspend or terminate your account. We may remove or change a user name you select if we determine that such user name is inappropriate.

12. THE CONTENT YOU PROVIDE TO US

There may be opportunities for you to post content to the Site or send feedback to us (User Content). You understand and agree that your User Content may be viewed by other users on the Site and that they may be able to see who has posted that User Content.

You further agree that we can use your User Content for any other purposes whatsoever in perpetuity without payment to you, and combine your User Content with other content for use within the Site and otherwise. We do not have to attribute your User Content to you.

We are not responsible and accept no liability for any User Content including any such content that contains incorrect information or is defamatory or loss of User Content. We accept no obligation to screen, edit or monitor any User Content but we reserve the right to remove, screen and/or edit any User Content without notice and at any time. The views expressed by other users on the Site do not represent our views or values.

If you wish to complain about User Content uploaded by other users please contact us at support@rockygo.com and/or helpdesk@trackerteer.com

13. OUR CONTENT

Unless otherwise indicated, the Site and Services including source code, databases, functionality, software, website designs, audio, video, text, photographs, and graphics on the Site (Our Content) are owned or licensed to us and are protected by copyright and trademark laws.

Except as expressly provided in these Terms and Conditions, no part of the Site, Services or Our Content may be copied, reproduced, aggregated, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, distributed, sold, licenced, or otherwise exploited for any commercial purpose whatsoever, without our express prior written permission.

Provided that you are eligible to use the Site, you are granted a limited licence to access and use the Site and Our Content and to download or print a copy of any portion of the Content to which you have properly gained access solely for your personal, non-commercial use.

You shall not (a) try to gain unauthorised access to the Site or any networks, servers or computer systems connected to the Site; and/or (b) make for any purpose including error correction, any modifications, adaptations, additions or enhancements to the Site or Our Content, including the modification of the paper or digital copies you may have downloaded.

We shall (a) prepare the Site and Our Content with reasonable skill and care, and (b) use industry-standard virus detection software to try to block the uploading of content to the Site that contains viruses.

The content on the Site is provided for general information only It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking or refraining from any action based on the content on the Site.

Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether expressed or implied, that Our Content is accurate, complete or up to date.

14. SITE MANAGEMENT

We reserve the right at our sole discretion, to (1) monitor the Site for breaches of these Terms and Conditions; (2) take appropriate legal action against anyone in breach of applicable laws or these Terms and Conditions; (3) refuse, restrict access to or availability of, or disable (to the extent technologically feasible) any of your Contributions; (4) remove from the Site or otherwise disable all files and content that are excessive in size or are in any way a burden to our systems; and (5) otherwise manage the Site in a manner designed to protect our rights and property and to facilitate the proper functioning of the Site and Services.

We do not guarantee that the Site will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programs and platform to access the Site and you should use your virus protection software.

15. MODIFICATIONS AND AVAILABILITY TO THE SITE

We reserve the right to change, modify, or remove the contents of the Site at any time or for any reason at our sole discretion without notice. We also reserve the right to modify or discontinue all or part of the Services without notice at any time.

We cannot guarantee the Site and Services will be available at all times. We may experience hardware, software, or other problems or need to perform maintenance related to the Site, resulting in interruptions, delays, or errors You agree that we have no liability whatsoever for any loss, damage, or inconvenience caused by your inability to access or use the Site or Services during any downtime or discontinuance of the Site or Services. We are not obliged to maintain and support the Site or Services or to supply any corrections, updates, or releases.

There may be information on the Site that contains typographical errors, inaccuracies, or omissions that may relate to the Services, including descriptions, pricing, availability, and various other information. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update the information at any time, without prior notice.

16. DISCLAIMER / LIMITATION OF LIABILITY

The Site and Services are provided on an as-is and as-available basis. You agree that your use of the Site and/or Services will be at your sole risk except as expressly set out in these Terms and Conditions, all warranties, terms, conditions and undertakings, express or implied (including by statute, custom or usage, a course of dealing, or common law) in connection with the Site and Services and your use thereof including, without limitation, the implied warranties of satisfactory quality, fit for a particular purpose and non-infringement are excluded to the fullest extent permitted by applicable law.

We make no warranties or representations about the accuracy or completeness of the Site's content are not liable for any (1) errors or omissions in content: (2) any unauthorised access to or use of our servers and/or any and all personal information and/or financial information stored on our server; (3) any interruption or cessation of transmission to or from the site or services; and/or (4) any bugs, viruses, trojan horses, or the like which may be transmitted to or through the site by any third party. We will not be responsible for any delay or failure to comply with our obligations under these Terms and Conditions if such delay or failure is caused by an event beyond our reasonable control.

17. TERM AND TERMINATION

These Terms and Conditions shall remain in full force and effect while you use the Site or Services or are otherwise a user of the Site, as applicable. You may terminate your use or participation at any time, for any reason, by following the instructions for terminating user accounts in your account settings, if available, or by contacting us at support@rockygo.com.

Without limiting any other provision of these Terms and Conditions, we reserve the right to, in our sole discretion and without notice or liability, deny access to and use of the Site and the Services (including blocking certain IP addresses), to any person for any reason including without limitation for breach of any representation, warranty or covenant contained in these Terms and Conditions or of any applicable law or regulation.

If we determine, in our sole discretion, that your use of the Site/Services is in breach of these Terms and Conditions or of any applicable law or regulation, we may terminate your use of or participation in the Site and the Services or delete your profile and any content or information that you posted at any time, without warning, in our sole discretion.

If we terminate or suspend your account for any reason set out in this Section 9, you are prohibited from registering and creating a new account under your name, a fake or borrowed name, or the name of any third party, even if you may be acting on behalf of the third party. In addition to terminating or suspending your account, we reserve the right to take appropriate legal action, including without limitation pursuing civil, criminal, and injunctive redress.

18. MOBILE APPLICATION

If you access the Services via a mobile application, then we grant you a revocable, non-exclusive, non-transferable, limited right to install and use the mobile application on wireless electronic devices owned or controlled by you and to access and use the mobile application on such devices strictly in accordance with the terms and conditions of this licence.

The following terms apply when you use a mobile application obtained from either the Apple Store or Google Play (each an App Distributor) to access the Services:

(a) the licence granted to you for our mobile application is limited to a non-transferable licence to use the application on a device that utilises the Apple iOS or Android operating system, as applicable, and following the usage rules outlined in the applicable App Distributor terms of service;

(b) we are responsible for providing any maintenance and support services concerning the mobile application as specified in these Terms and Conditions or as otherwise required under applicable law. You acknowledge that each App Distributor has no obligation whatsoever to furnish any maintenance and support services concerning the mobile application;

(c) in the event of any failure of the mobile application to conform to any applicable warranty, you may notice an App Distributor, and the App Distributor, in accordance with its terms and policies, may refund the purchase price, if any, paid for the mobile application, and to the maximum extent permitted by applicable law, an App Distributor will have no other warranty obligation whatsoever with respect to the mobile application;

(d) you represent and warrant that (i) you are not located in a country that is subject to the US. government embargo or that has been designated by the U.S. government as a "terrorist supporting" country, and (ii) you are not listed on any US government list of prohibited or restricted parties;

(e) you must comply with applicable third-party terms of agreement when using the mobile application, e.g., if you have a VoIP application, then you must not be in breach of their wireless data service agreement when using the mobile application; and

(f) you acknowledge and agree that the App Distributors are third party beneficiaries of these Terms and Conditions and that each App Distributor will have the right (and will be deemed to have accepted the right) to enforce these Terms and Conditions against you as a third-party beneficiary thereof.

19. GENERAL

Visiting the Site, sending us emails, and completing online forms constitute electronic communications. You consent to receive electronic communications and you agree that all agreements, notices, disclosures, and other communications we provide to you electronically, via email and on the Site, satisfy any legal requirement that such communication is in writing.

You hereby agree to the use of electronic signatures, contracts, orders and other records and electronic delivery of notices, policies and records of transactions initiated or completed by us or via the Site. You hereby waive any rights or requirements under any statutes, regulations, rules, ordinances or other laws in any jurisdiction which require an original signature or delivery or retention of non-electronic records, or to payments or the granting of credits by other than electronic means.

These Terms and Conditions and any policies or operating rules posted by us on the Site or in respect to the Services constitute the entire agreement and understanding between you and us.

Our failure to exercise or enforce any right or provision of these Terms and Conditions shall not operate as a waiver of such right or provision.

We may assign any or all of our rights and obligations to others at any time.

We shall not be responsible or liable for any loss, damage, delay or failure to act caused by any cause beyond our reasonable control.

If any provision or part of a provision of these Terms and Conditions is unlawful, void or unenforceable, that provision or part of the provision is deemed severable from these Terms and Conditions and does not affect the validity and enforceability of any remaining provisions.

There is no joint venture, partnership, employment or agency relationship created between you and us as a result of these Terms and Conditions or use of the Site or Services.

Except as stated under the Mobile Application section, a person who is not a party to these Terms and Conditions shall have no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions.

To resolve a complaint regarding the Services or to receive further information regarding the use of the Services, please contact us by email at support@rockygo.com or by post to:

Trackerteer Web Developer Corporation

J. Abad Santos Cr., Manunggal Street

Clark Freeport Zone, Pampanga 2023

Philippines