Terms and Conditions of Food Delivery (the “Terms and Conditions”)
These terms and conditions apply to our website www.gozen.com.sg and all food delivery orders placed with Gozen Pte. Ltd. (“we”, “our” or “us”), through this website or by way of WhatsApp messaging. By placing an order with us, you acknowledge that you have read, understood and agreed to be bound by these Terms and Conditions.
- Product Menu and Pricing
1.1 All prices are inclusive of prevailing GST.
1.2 We reserve the right to alter the menu and pricing of all our food products available for delivery with immediate effect without prior notice and at our sole and absolute discretion.
1.3 We reserve the right to withdraw any promotional items from our menu and change any promotional deals and offers at our sole and absolute discretion.
- Payment Policy for Orders Placed via WhatsApp Messaging
2.1 We do not process and deliver any orders placed via WhatsApp messaging unless we have received payment in advance.
2.2 We currently accept PayNow as a payment mode for orders placed via WhatsApp messaging.
- Placement of Orders and Order Fulfilment
3.1 We will only process orders that have been acknowledged with a confirmation email / WhatsApp message from us.
3.2 We reserve the right to reject any orders that have been placed with us via email and/or WhatsApp messaging at our sole and absolute discretion and the fulfilment of any orders placed with us is subject at all times to the availability of our food products.
3.3 The lead-time for placing an order with us, online or otherwise, is one working day. We offer next-day island wide delivery for all orders placed before 4:30 p.m. one day in advance. Any delivery orders placed after 4:30 p.m. will only be processed the next working day and fulfilled the following working day.
3.4 We do not take special request orders on this website and/or by way of Whatsapp messaging. Customers with special requirements are advised to contact us at email@example.com.
3.5 Customers are advised to take note that some of our food products may contain allergens. Customers that have any allergies, allergic reactions and/ or dietary restrictions are advised to contact us beforehand for clarification prior to placing an order with us.
4.1 Our delivery hours are as follows:
4.1.1 9 a.m. – 4 p.m. (“Slot 1”) or 6 p.m. – 9 p.m. from Monday to Friday (“Slot 2”); and
4.1.2 9 a.m. – 11 a.m. (“Slot 3”) or 12 p.m. – 3 p.m. on Saturdays (“Slot 4”)
Customers are able to select their preferred delivery slots, save that such delivery slots are assigned on a first-come-first-served basis. Deliveries shall be done any time during the hours set out in the respective slots.
4.2 There is no minimum order value and all deliveries shall be subject to a delivery charge of S$10.00, subject to Clause 4.3 below.
4.3 All customers can enjoy free delivery with a minimum order value of S$50.00.
4.4 While we will use our best endeavours to deliver food orders in accordance with assigned slots, delivery may be affected by factors beyond our control, including but not limited to bad weather or traffic, and delivery time may vary.
4.5 If any delivery cannot be fulfilled on time at the address specified by the customer for any reason whatsoever at the delivery timing, our driver shall only wait for a maximum of ten (10) minutes at the location. In the event that a customer is uncontactable or fails to receive the delivery for whatever reason during these ten (10) minutes:
4.5.1 they shall be required to bear any additional charges that may be incurred for redelivery; or
4.5.2 we shall reserve the right to cancel the order without refund or remedy to the customer.
4.6 If we are prevented or delayed in the performance of any or all our obligations under these Terms and Conditions due to an event of force majeure, then we shall be excused performance or the punctual performance, as the case may be, of our said obligations and we shall not be liable to you (whether in damages or otherwise) for such non-performance or delay in performance. “Force majeure” shall mean any event which is beyond our control, such as acts of God, exceptional weather conditions (including earthquakes, hurricanes, strong winds, droughts and storms), war and war like activities, revolution, terrorist act, environmental catastrophe, pandemics, severe economic crisis, collapse of currency in Singapore, and acts of government (including the implementation of new and substantial economic restrictions and/or travel restrictions, quarantines, trade embargos, or closed buildings or borders).
- Promotions and Discounts
5.1 All discount vouchers cannot be used with any other on-going promotions, discounts, offers or privileges. Additional terms and conditions may be attached to the use of discount vouchers.
5.2 All discount vouchers may not be exchanged for cash.
5.3 We reserve the right to vary, suspend or discontinue any promotions and/or the use of any discount vouchers without prior notice to customers at our sole and absolute discretion.
- Cancellations and Changes to Orders
6.1 All orders acknowledged with a confirmation email / WhatsApp message from us may only be cancelled or modified within one (1) hour from the time that an order is placed with us.
6.2 Any cancellations or changes to orders that fall outside the scope of Clause 5.1 are not allowed and we shall not be liable to provide any refunds in such instances.
- Complaints and Refund Policy
7.1 In the event that we receive complaints from customers that the products delivered to them are non-conforming to the order placed, damaged, unsafe for consumption and/or expired, we may request for photographic proof in order to enable us to investigate the issue and process your refund to you.
7.2 All requests for refunds should be sent to firstname.lastname@example.org. We will use our best endeavours to process any refund requests received within 3-5 working days.
7.3 Strictly no refunds shall be made in the following instances:
7.3.1 where the customer is uncontactable or fails to receive the delivery for whatever reason within ten (10) minutes from the time the driver arrives at the location designated by the customer, as set out in Clause 4.5 above.
7.3.2 where the customer fails to change their order or cancel within one (1) hour from the time that their order has been confirmed, as set out in Clause 6.1 above; and
7.3.3 where the taste of the food products is not satisfactory to the customer.
- Food Safety Guidelines and Heating Instructions
8.1 All frozen meals must be stored at -18°C at all times.
8.2 All meals are advised to be consumed only after heating.
8.3 Customers are advised not to consume any meals if the packaging has been torn, has any holes, or is otherwise compromised in keeping the food preserved.
- Use of Information
- Effect of Notice and Changes to Notice
10.1 This Notice applies in conjunction with any other notices, contractual clauses and consent clauses that apply in relation to the collection, use and disclosure of your personal data by us.
10.2 We may revise these Terms and Conditions from time to time without any prior notice. You may determine if any such revision has taken place by referring to the date on which these Terms and Conditions were last updated. Your continued use of our services constitutes your acknowledgement and acceptance of such changes.
- Governing Law
These terms and conditions shall be governed by and construed in accordance with the laws of Singapore.
Last updated: 9 April 2020