Annex 15 Instant Delivery Terms of Service

GoGo Xpress shall make available an ‘On Demand Rider Platform’ where You may request for a delivery to be made from a designated location to a specified address through a rider.
Our Instant Delivery Service is in partnership with Pandago. Pandago is Foodpanda’s on-demand rider platform that provides a seamless logistics solution to fulfill the current market demand of speed and convenience.
Instant Delivery Service is currently available in Metro Manila only. You may also check our Serviceable Areas for the complete list of covered cities.
To use our Instant Delivery Service, You will be required to create an Account with Us to access the Instant Delivery feature on our app and website. Aside from regular parcel deliveries, You may use the service to facilitate e-commerce and online transactions between You and your customers (the “Buyers”), subject to these Terms.
You may send documents or parcels that do not exceed 46 cm (length) x 40 cm (width) x 35 cm (height) and maximum weight is 20 kgs.We do not accept cash or items prohibited by applicable laws in the Philippines. ou may refer to our Cargo Restriction Policy for the complete list (ANNEX 4.1–4.2 and ANNEX 4.3–4.8). We allow items that require refrigeration and special handling provided that they are packed properly with protective measures (ie. ice pack/box to keep the item from melting, bubble wrap, etc). The delivery of perishable items is at your own risk and our partner courier will not be held liable for your goods arriving to your recipient in less than good condition.
The maximum value that we will cover for insured parcels is up to PHP 50,000.00.
We will make delivery riders available to you where commercially possible. If there are no delivery riders available, you will be notified on your booking attempt on our app and website.
You are responsible for providing GoGo Xpress with true, complete, and accurate pick-up and delivery details such as the customer name, customer address, customer contact number in addition to item type and value (including who is responsible for the delivery fee payment).
The sender or the recipient will be charged a delivery fee based on the pick-up and delivery address distance per transaction. We reserve the right to revise our delivery fee as we deem fit. You are responsible for checking the delivery fee amount on our app or website before confirming your booking. Completing your booking means that You or Your recipient agrees to pay the delivery fee. We do not colllect payment for the value of the parcel being delivered.
You will not be able to specify the pick-up and delivery time of your transaction. You will be given an estimated pick-up and delivery time prior to booking completion.
Booking cancellation can be done on the app and website when the transaction has not been assigned to a delivery rider. Once assigned to a rider, You cannot cancel the transaction and Your delivery fee will not be refunded.
We do not allow any change of pick-up and delivery details after the booking has been confirmed. Any communication between you and the assigned delivery rider regarding change of details shall not be accepted by GoGo Xpress.
The rider will only wait for a maximum of 10 minutes for you to hand over your parcel. Failure to hand over the parcel will result into a cancelled booking. For prepaid transactions, your delivery fee will not be refunded.
Delivery will only be attempted once before initiating a return of Your parcel back to You within the same day. Riders can only wait for a maximum of 10 minutes for Your recipient to receive the parcel. You will be contacted by the rider if in case Your recipient is unavailable.
Failed deliveries in which GoGo Xpress shall still be entitled to payment of the delivery fee shall cover instances such as, but not limited to:
- Sender provided the wrong address or contact information of the recipient;
- Sender provided the wrong items/price/information related to the parcel;
- Your recipient refuses to pay the delivery fee;
- Your recipient refuses to accept the parcel for whatever reason;
- Your recipient cannot be contacted by the Rider after three (3) attempts (each attempt being an unanswered call or text); and
- Any other events reasonably analogous or similar to the foregoing where the parcel was not delivered to the recipient by reason of Your and/or the recipient’s fault or negligence. The delivery fee will be deducted from Your next disbursal and We, at Our sole discretion, may also send invoices to You to collect owed delivery fees.
No return fee will be charged for failed deliveries. GoGo Xpress accounts of repeat offenders may be suspended or temporarily deactivated.
You can confirm successful delivery by checking the status of the transaction via our app or website.
Claim guidelines
- All complaints, claims, or other issues (each, a “Claim”) arising from Your use of the Services must be made by You, in writing, and sent via the app contact form for the transaction or emailed to customercare@gogoxpress.com, within the period stipulated below.
- For Claims on incomplete, lost or damaged packages, the Claim must be made within 24 hours from the date of the transaction or delivery of the relevant package to the Recipient or date of return to the Seller.
- We and Our Fulfillment Partners will not be held liable for loss, delay, or damage arising from or are materially attributable to acts of God, force majeure, acts of government authority, the Seller’s breach of this contract or other fortuitous events. The following shall be considered as force majeure: strikes, lockouts or other industrial disturbances; acts of the public enemy, acts of terror, sabotage, wars, blockades, military action, insurrections or riots; epidemics, pandemics; landslides, subsidence, lightning, earthquakes, fires, storms or storm warnings; crevasses, floods or washouts; civil disturbances; explosions, breakage or accident to wells, machinery, equipment or lines of pipe; the necessity for testing or making repairs or alterations to machinery or equipment; inability of Us or our Fulfillment Partners to obtain, after the exercise of reasonable diligence, necessary materials, supplies, rights of way or permits.
- For lost or damaged Goods: Our liability is limited to the value declared in the GoGo Xpress system, regardless of the actual and/or declared content of the package and refund of the delivery fee, if applicable. If loss or damage is partial, it will be computed by Us based on a prorated amount of the total items inside the package after investigation.
- You must file applicable Claims by submitting the following information:
  1. Reason for Claim
  2. Tracking Number
  3. Delivery Commencement Date
  4. Attach applicable supporting documents:
    - Pick-up receipt
    - Screenshot of the order page with the tracking information
    - Photos of the damaged item and packaging in all angles
    - Photos before the package was ship out and how the item was packed
    - Photo showing damage to the outer packaging
    - Photo of the damaged item focusing on area where item is damaged
    - Description of the damage/how the parcel was received.
    - Others documents as needed
      
      Note that We reserve the right to require additional documents and/or information that are necessary in the proper evaluation of the claim.
- We shall exert commercially reasonable efforts in resolving filed Claims within five (5) business days. Monetary Claims that are found to be meritorious after investigation will be paid within 7-10 business days from the date the decision is sent to You or based on an agreed pay-out schedule with Us.
- Exceptions to the Policy. This Policy shall not apply in the following instances:
  1. Items are prohibited under ANNEX 4 Cargo Restrictions, Prohibited Goods, and Packaging Policy. In the foregoing instances, You understand that Your remedy is with Your own service providers and said Claims will not be honored by Us.
- We do not tolerate fraudulent claims. If You are suspected and proven to have filed a fraudulent claim, Your Account and Earnings for Disbursal will be subject to Penalties in accordance with ANNEX 11 Fraud Policy.