Terms and Conditions
Rules for using the HATTOD website, booking platform and local delivery service.
Effective Date: September 9, 2026
These Terms and Conditions (“Terms”) govern access to and use of the HATTOD website, booking platform, tracking tools, customer-support channels, and local delivery services. By submitting or confirming a booking, you agree to these Terms and the policies linked in the HATTOD Legal Center.
1. About HATTOD
HATTOD is a technology-enabled local delivery and dispatch service. Depending on the active service area and operating capacity, services may include food delivery, pabili or purchase assistance, grocery pickup and delivery, parcel delivery, document delivery, merchant delivery, and other approved local pickup-and-delivery requests.
2. Service availability
Service availability is not guaranteed. A booking may depend on rider availability, service area, distance, weather, road access, merchant availability, item type, safety conditions, system availability, and applicable government restrictions.
3. Customer eligibility and information
Customers must be legally capable of entering into the requested transaction and must provide accurate and complete booking information, including the customer name, contact number, pickup point, drop-off point, recipient details, item description, and any special instructions reasonably required for delivery.
The customer is responsible for ensuring that the sender, merchant, and recipient can be contacted and that pickup and delivery locations are reasonably accessible.
4. Booking acceptance
Submitting a request does not guarantee acceptance or completion. HATTOD may decline, suspend, or cancel a booking for legitimate operational, safety, legal, fraud-prevention, or service-area reasons.
5. Fees and charges
Delivery charges may depend on distance, service type, waiting time, additional stops, special handling, item characteristics, applicable promotions, and other disclosed charges. The customer must review the displayed or communicated charges before confirming a booking.
Any waiting, re-delivery, route-change, or cancellation charge will be applied only under the applicable published rate or policy.
6. Pabili and purchase assistance
For pabili requests, the customer is responsible for the actual purchase cost and for giving clear purchase instructions. HATTOD or a rider may decline a purchase that is prohibited, unsafe, suspicious, unavailable, or inconsistent with the booking. Riders are not required to personally advance substantial purchase amounts unless expressly allowed under HATTOD procedures.
7. Third-party merchants
When goods are supplied by a restaurant, store, pharmacy, grocery, merchant, or other third party, that seller remains responsible for matters such as product quality, preparation, pricing, warranty, or merchant-specific return rules to the extent required by law. HATTOD primarily facilitates pickup and delivery unless HATTOD is expressly identified as the seller.
8. Packaging and item declaration
The sender or merchant must use packaging reasonably suitable for ordinary transport and must truthfully declare the nature of the item when requested. Fragile, liquid, temperature-sensitive, high-value, or unusual items must be disclosed. HATTOD may refuse inadequately packaged or unsafe items.
9. Prohibited and restricted items
Customers must not use HATTOD to transport illegal, dangerous, prohibited, or undisclosed restricted items. The Prohibited Items Policy forms part of these Terms. HATTOD and its riders may refuse or cancel a suspicious or prohibited delivery and may cooperate with lawful government requests where required.
10. Waiting time and route changes
Customers, merchants, senders, and recipients should be reasonably ready when the rider arrives. Material changes to the pickup point, destination, number of stops, or delivery instructions may require approval and may result in additional charges. A rider is not required to accept a materially different or unsafe request.
11. Completion and proof of delivery
A delivery may be treated as completed when the item is handed to the stated recipient, an authorized representative, or delivered in accordance with verified customer instructions. HATTOD may maintain reasonable proof of delivery such as timestamps, status records, location data, recipient confirmation, photos where appropriate, or other transaction evidence.
12. Failed delivery
A delivery may fail if the recipient cannot be contacted, the address is materially inaccurate, access is denied, required payment is unavailable, the recipient refuses the item, or another condition outside the rider’s reasonable control prevents completion. Applicable return, waiting, or re-delivery charges may apply under published HATTOD rules.
13. Cancellations and refunds
Cancellations are governed by the HATTOD Cancellation Policy. Where a rider has already travelled, arrived, purchased goods, picked up the item, or incurred an approved non-refundable cost, some charges may remain payable. Any refund or adjustment remains subject to applicable Philippine consumer law.
14. Loss, damage, and claims
Material loss, damage, or delivery disputes should be reported promptly through an official HATTOD support channel with the booking number and available evidence. HATTOD will assess the circumstances, including packaging, condition at pickup, rider handling, customer instructions, merchant conduct, and transaction records. Nothing in these Terms excludes rights or liabilities that cannot lawfully be waived.
15. Customer conduct
Users must not create fake bookings, intentionally provide false information, threaten or harass riders or staff, manipulate fees or GPS data, misuse promotions, use another person’s account without permission, request unlawful activity, or interfere with HATTOD systems. Serious or repeated violations may result in booking refusal or account restriction.
16. Rider and public safety
Customers must not pressure riders to violate traffic laws, drive recklessly, enter an unsafe location, transport undeclared prohibited items, or perform activities outside the accepted delivery request. Safety takes priority over estimated delivery time.
17. Service interruptions
HATTOD may experience interruptions caused by maintenance, internet or telecommunications failure, GPS issues, third-party outages, severe weather, natural disasters, accidents, emergencies, government restrictions, or other circumstances beyond reasonable control.
18. Privacy
Personal information is handled in accordance with the HATTOD Privacy Policy. Customers should provide only information reasonably necessary for the requested service.
19. Electronic records
Bookings, confirmations, receipts, status updates, notices, and related records may be created and maintained electronically. Users are responsible for protecting their own account credentials and verification codes.
20. Intellectual property
The HATTOD name, logos, website, software, interfaces, documentation, designs, workflows, and other proprietary materials may not be copied, resold, reverse-engineered, or commercially exploited without permission.
21. Suspension or refusal of service
HATTOD may restrict access or refuse service where there is reasonable evidence of fraud, non-payment, serious misconduct, prohibited activity, safety risk, system abuse, or material violation of these Terms.
22. Changes to these Terms
HATTOD may update these Terms to reflect operational changes, new features, regulatory requirements, safety improvements, or changes in applicable law. The current published version will state its effective date.
23. Governing law
These Terms are governed by the laws of the Republic of the Philippines. Nothing in these Terms removes consumer, privacy, or other legal rights that cannot validly be waived.
Policy version: 1.0 • Effective: September 9, 2026