Delivery Liability Rules
Last Updated: [18 Nov 2025]
These rules explain responsibilities and liabilities regarding order delivery for Palenque, vendors, and riders.
1. Roles & Responsibilities
- Vendor: Prepare and pack the order accurately and hygienically; set final weight and confirm adjustments.
- Rider: Collect the order from vendor, transport with reasonable care, and deliver to the customer.
- Palenque: Facilitate transactions, provide platform support, and manage disputes between parties.
2. Liability Limitations
- Palenque is not liable for product quality after delivery acceptance by the customer.
- Palenque is not responsible for delays caused by traffic, weather, natural disasters, or force majeure events.
- Riders acting as independent contractors are responsible for on-route incidents caused by their negligence; Palenque may assist with dispute resolution but is not automatically liable for rider negligence.
3. Lost, Damaged, or Missing Items
- If an item is missing or damaged during delivery, the customer must notify Palenque within 2 hours with photographic evidence.
- Palenque will investigate and coordinate with the vendor and rider to determine the appropriate remedy (refund, replacement, or coupon).
4. COD & Payment Discrepancies
When orders are paid via COD, the rider must collect the exact amount and issue a delivery receipt. Any discrepancy must be reported immediately. Palenque may hold the rider or vendor responsible for proven discrepancies.
5. Insurance & Claims
Palenque may, at its discretion, offer or require insurance for high-value shipments. Claims for loss or damage will be addressed according to insurance terms (if applicable).
6. Dispute Resolution
Most disputes will be resolved through Palenque’s internal dispute resolution process. If unresolved, disputes are subject to Philippine law and courts in Meycauayan City, Bulacan.
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