Delivery Policy

This Delivery Policy explains how FetchGo PH handles booking requests, pickups, deliveries, pabili services, delivery fees, cancellations, failed delivery attempts, restricted items, and delivery-related concerns.

How FetchGo PH Deliveries Work

FetchGo PH provides local delivery and errand services, initially focused on Santa Cruz, Laguna. Our goal is to make everyday deliveries simple while keeping customers, merchants, recipients, and riders informed throughout the process.

This policy applies together with the FetchGo PH Terms & Conditions, Privacy Policy, and any specific information or charges communicated and accepted for a particular delivery.

Important: Submission of a booking form is a request for service and does not automatically guarantee rider assignment or delivery. FetchGo PH will review the request before confirming it.

Submit Request Send your pickup, drop-off, contact and delivery details.

Request Review We review the route, request, availability and requirements.

Confirmation Applicable details and charges are confirmed before proceeding.

Pickup & Delivery An available rider handles the confirmed delivery request.

1. Service Coverage

FetchGo PH is initially focused on local delivery services in Santa Cruz, Laguna. Service coverage may expand as our rider network, merchant partnerships, and operational capacity grow.

Availability for a particular route depends on the pickup and drop-off locations, rider availability, service requirements, and current operating conditions.

A request involving a location outside the regular service area may still be reviewed, but submission does not guarantee that FetchGo PH can accommodate the route.

2. Booking Requests & Confirmation

Customers should provide complete and accurate information when submitting a booking request.

This generally includes:

Customer contact information.

Accurate pickup location.

Accurate drop-off location.

Sender and recipient details where applicable.

Description of the item or requested errand.

Relevant merchant, purchase, access, or delivery instructions.

FetchGo PH may contact the customer to clarify information before accepting a request.

A submitted request is not yet a confirmed booking. Please wait for FetchGo PH to confirm the request before relying on the delivery as accepted.

3. Delivery Fees & Charges

Delivery fees may depend on factors such as:

Pickup and drop-off locations.

Travel distance and route.

Type of delivery or errand.

Size, nature, or handling requirements of the item.

Additional stops or material changes to the original request.

Waiting, return, or other additional service requirements where applicable.

The applicable delivery charge should be communicated or confirmed before proceeding where required.

FetchGo PH currently does not state one universal delivery fee in this policy. The charge may vary according to the actual delivery request.

4. Pickup Responsibilities

The customer or sender should ensure that the item is reasonably ready for pickup at the agreed location and that the rider can identify the correct item.

Where applicable, the sender should:

Prepare and package the item properly.

Provide correct pickup instructions.

Ensure that the item matches the information provided to FetchGo PH.

Inform FetchGo PH of fragile, temperature-sensitive, valuable, unusual, or special-handling items before confirmation.

Be available or arrange an authorized person to release the item.

5. Drop-off & Recipient Availability

The customer should provide a correct drop-off location and a working means of contacting the recipient where needed.

The recipient should be reasonably available to receive the delivery at the confirmed location or provide authorized delivery instructions that FetchGo PH can reasonably follow.

FetchGo PH or the rider may attempt to contact the customer or recipient when necessary to complete the delivery.

Customers should not request that an item be left unattended in an unsafe or inappropriate location. Any special drop-off request remains subject to FetchGo PH's ability to safely and reasonably follow the instruction.

6. Pabili & Grocery Requests

For eligible pabili requests, the customer should provide sufficient information to identify the requested products.

This may include:

Product name.

Quantity.

Size or variant.

Preferred brand.

Merchant or store.

Instructions regarding acceptable substitutions.

Actual product prices are determined by the merchant or seller and may change without FetchGo PH's control.

If an item is unavailable, materially more expensive than expected, or requires a significant substitution, the customer may be contacted before proceeding where reasonably practicable.

The cost of purchased items and the FetchGo PH delivery/service charge are separate unless expressly stated otherwise for the particular booking.

7. Waiting at Pickup or Drop-off

Delays may occur when an order is not ready, a merchant is still preparing an item, a sender cannot release the item promptly, or a recipient cannot immediately receive the delivery.

Customers, merchants, senders, and recipients should make reasonable efforts to minimize unnecessary rider waiting time.

Where extended waiting materially changes the service required, FetchGo PH may communicate available options or any applicable additional charge before continuing, where practicable.

No fixed waiting-time charge is established by this policy unless FetchGo PH separately communicates and adopts one.

8. Changes to a Confirmed Delivery

Contact FetchGo PH as soon as possible if you need to change a pickup location, drop-off location, recipient, item, merchant, or other material part of a confirmed request.

A change may affect the route, rider availability, delivery fee, or whether the delivery can still be completed.

FetchGo PH may need to provide a revised charge or decline a material change that cannot reasonably be accommodated.

9. Cancellations

Customers should contact FetchGo PH as soon as possible when they need to cancel a confirmed request.

The handling of a cancellation may depend on the stage of the delivery, including whether:

A rider has already been assigned.

The rider has already traveled toward the pickup location.

The rider has arrived at the pickup.

An item has already been purchased.

An item has already been collected.

Other actual costs have already been incurred.

Any cancellation-related charge should reflect the circumstances, communicated terms, actual service already performed or costs incurred where applicable, and applicable law.

FetchGo PH does not establish a universal fixed cancellation fee through this policy. If a cancellation charge applies, it should be communicated according to the relevant circumstances.

10. Failed Delivery Attempts

A delivery may be considered unable to proceed as originally planned when, for example:

The recipient cannot be located or contacted.

The address is materially incorrect or incomplete.

Access to the delivery location is unavailable.

The recipient refuses the delivery.

The customer or recipient requests a material route change.

The delivery cannot safely or lawfully be completed.

FetchGo PH may contact the customer to determine whether redelivery, return to sender, a corrected location, or another reasonable option is available.

11. Return-to-Sender & Additional Trips

If a delivery cannot be completed and the item needs to be returned to the sender, merchant, or another authorized location, this may constitute additional delivery service.

Additional charges may apply where a new trip, material route change, or return journey is reasonably required, provided the applicable arrangement is communicated where practicable and is consistent with applicable law.

FetchGo PH will determine the appropriate handling based on the item, instructions, delivery status, and circumstances of the failed delivery.

12. Packaging & Item Information

Senders are responsible for reasonably appropriate packaging unless packaging is expressly part of the service provided by another party.

Items should be packaged according to their nature and the ordinary conditions of motorcycle delivery.

Customers and senders should disclose relevant information about:

Fragile items.

Liquids or spillable items.

Perishable items.

Items requiring careful positioning or special handling.

High-value or unusual items.

Any condition that could create a safety or handling concern.

FetchGo PH may decline an item if the packaging, size, condition, or nature of the item makes ordinary delivery unsafe or impractical.

13. Prohibited & Restricted Items

FetchGo PH will not knowingly accept delivery requests involving unlawful goods or activities.

FetchGo PH may also decline items that cannot reasonably or safely be transported through its ordinary delivery service.

🚫 Illegal Items Goods whose possession, purchase, sale, or transport is prohibited by applicable law.

⚠️ Dangerous Materials Explosive, hazardous, toxic, highly flammable, or similarly dangerous materials unsuitable for ordinary delivery.

💳 Fraud / Stolen Property Stolen property, fraudulent transactions, or requests designed to facilitate unlawful activity.

📋 Regulated Items Items requiring special licenses, permits, prescriptions, documentation, authorization, or handling where the necessary requirements have not been satisfied.

This is not an exhaustive list of all prohibited or regulated items under Philippine law. FetchGo PH may request additional information or decline a delivery when legality or safety is reasonably in question.

14. Delivery Times & Estimates

FetchGo PH aims to complete confirmed deliveries as efficiently as reasonably possible.

Actual pickup and delivery times may vary depending on:

Traffic and road conditions.

Distance and route.

Weather.

Merchant preparation time.

Pickup waiting time.

Recipient availability.

Rider availability.

Emergencies or circumstances outside reasonable operational control.

Any delivery time provided should generally be treated as an estimate unless FetchGo PH expressly communicates otherwise for the specific transaction.

15. Lost, Damaged or Affected Items

If an item appears to have been lost, damaged, incorrectly delivered, or otherwise affected while under a FetchGo PH delivery, the customer should contact FetchGo PH promptly.

Please provide information reasonably necessary to review the incident, which may include:

Booking information.

Description of the item.

Relevant photographs.

Purchase receipt or evidence of value, where relevant.

Description of the condition before and after delivery.

Other information relevant to the incident.

FetchGo PH will review the circumstances, including packaging, handling, delivery records, communications, the nature of the item, and the conduct of relevant parties.

Any responsibility, remedy, refund, replacement, or other resolution will depend on the facts of the incident, FetchGo PH's role, applicable agreements, and rights and obligations under applicable law.

Nothing in this policy is intended to remove or restrict a consumer right or remedy that cannot legally be waived under Philippine law.

16. Delivery Records & Verification

FetchGo PH may maintain reasonable operational records associated with deliveries for coordination, verification, customer support, dispute handling, safety, and other legitimate purposes.

Depending on the delivery and available processes, these records may include booking information, communications, timestamps, location details, transaction records, or other appropriate evidence relating to pickup or delivery.

Personal data associated with these records will be handled according to the FetchGo PH Privacy Policy and applicable law.

17. Weather, Traffic & Safety

Rider and public safety takes priority over completing a delivery within an estimated time.

Severe weather, flooding, road closures, accidents, emergencies, unsafe conditions, heavy traffic, or other events may result in delays, route changes, temporary suspension, or inability to complete a request as originally planned.

Where reasonably possible, FetchGo PH will communicate material changes affecting a confirmed delivery.

18. Delivery Concerns & Complaints

If you experience a problem with a FetchGo PH delivery, please contact us as soon as reasonably possible so that we can review the matter.

Include the relevant booking information, a description of the concern, and any supporting information that may help us understand what happened.

FetchGo PH will seek to review legitimate delivery concerns and determine an appropriate response based on the circumstances and applicable law.

Nothing in this Delivery Policy prevents a consumer from exercising applicable rights or remedies available under Philippine law or contacting an appropriate government authority where legally permitted.

🛵 Delivery Support

Need Help With a Delivery?

Contact FetchGo PH if you need assistance with a booking request, confirmed delivery, cancellation, delivery issue, or another service-related concern.

Business FetchGo PH

Email fetchgoph@gmail.com

Contact Number 0919 552 9256

Service Area Santa Cruz, Laguna, Philippines

Ready to Send Something?

Submit your pickup, drop-off, and delivery details and FetchGo PH will review your booking request.