Delivery Responsibility & Liability Policy

Last Updated: 12 September 2026

This Delivery Responsibility & Liability Policy explains the respective responsibilities of Customers, Vendors, Riders, and PALENQUE PH OPC (“PalenquePH” or “Palenque”) in connection with order preparation, pickup, transport, delivery, delivery incidents, and related disputes on the Palenque marketplace.

This Policy should be read together with the PalenquePH Terms & Conditions, Vendor Agreement, Rider Agreement, Rider Liability & Safety Rules, Product Quality & Packaging Standards, and Refund, Replacement & Cancellation Policy.

1. Roles and Responsibilities

1.1 Vendor Responsibilities

Vendors are responsible for preparing and releasing orders accurately, safely, and in accordance with applicable Palenque policies. This includes, as applicable:

• Preparing the correct products, quantities, packs, sizes, and variants shown in the confirmed order.
• Using appropriate, clean, and secure packaging.
• Maintaining applicable food-safety, hygiene, storage, and temperature-control requirements before handoff.
• Taking reasonable steps to prevent leakage, contamination, crushing, spoilage, or other avoidable damage before Rider pickup.
• Using the applicable Palenque order-identification or pickup process.
• Following the approved substitution process where an item is unavailable.

PalenquePH uses standardized pack sizes, quantities, units, and variants. Vendors must not use a post-order variable-weight price adjustment merely because the actual weight of a fresh product differs slightly from the nominal pack size selected by the Customer.

1.2 Rider Responsibilities

Riders are responsible for performing accepted deliveries with reasonable care and in accordance with the Rider Agreement and Rider Liability & Safety Rules. This includes, as applicable:

• Verifying the correct order at pickup using the information reasonably available.
• Handling packages carefully during transport.
• Using reasonable measures to preserve package integrity and applicable temperature-sensitive conditions.
• Following lawful and reasonable pickup and delivery instructions.
• Reporting material damage, leakage, loss, accidents, or safety concerns as soon as reasonably practicable.
• Accurately recording pickup and delivery status.

1.3 Customer Responsibilities

Customers are responsible for:

• Providing accurate delivery address, contact, access, and order information.
• Being reasonably available to receive or coordinate delivery where necessary.
• Reviewing the order after delivery and reporting material issues as soon as reasonably practicable.
• Providing relevant photographs, order details, or other evidence reasonably requested for legitimate claim investigation.
• Following lawful and reasonable delivery or support instructions.

1.4 PalenquePH Responsibilities

PalenquePH operates the marketplace and may provide or facilitate:

• Ordering and transaction functionality.
• Payment handling through approved payment providers.
• Vendor and Rider onboarding and marketplace access controls.
• Delivery coordination or dispatch functionality where applicable.
• Customer support and dispute-resolution processes.
• Refund, replacement, correction, account, and enforcement processes under applicable policies.

The allocation of responsibility for a particular incident depends on the facts, applicable agreements, available evidence, and applicable law.

2. Delivery Estimates and Delays

Delivery times displayed through the Platform are estimates unless expressly stated otherwise. Delivery may be affected by Vendor preparation time, Rider availability, traffic, road closures, weather, safety conditions, customer availability, technical issues, force majeure, or other circumstances.

PalenquePH does not guarantee that every delivery will occur within an estimated timeframe. However, nothing in this Policy excludes responsibility that may arise under applicable law where a delay is materially attributable to PalenquePH, a Vendor, a Rider, or another party.

Where a delay materially affects an order, PalenquePH may assess the circumstances and provide or facilitate an appropriate remedy under the Terms & Conditions, Refund, Replacement & Cancellation Policy, and applicable law.

3. Product Quality Before and After Delivery

Delivery completion does not automatically eliminate a Customer’s right to raise a legitimate complaint concerning product quality, spoilage, contamination, shortage, incorrect items, misdescription, or other qualifying issues.

Responsibility for a product-quality concern may depend on whether the issue originated before pickup, during transport, at delivery, or after delivery, as well as the nature of the product, handling conditions, timing of the report, and available evidence.

Customers should report fresh-food and perishable-product concerns promptly because product condition may change rapidly after delivery.

4. Lost, Missing, Damaged or Incorrect Items

Customers should report lost, missing, damaged, incorrect, materially short, or materially mishandled items through the Palenque Platform or designated support channel as soon as reasonably practicable.

PalenquePH may review available evidence including the confirmed order, Vendor preparation or handoff information, delivery records, photographs, communications, location or status records where lawfully available, and information from the Customer, Vendor, and Rider.

Where a qualifying issue is established, PalenquePH may provide or facilitate an appropriate refund, replacement, correction, credit, or other remedy under the Refund, Replacement & Cancellation Policy and applicable law.

5. Reporting Timeframes and Evidence

Customers should report delivery or product issues as soon as reasonably practicable after discovering them. Prompt reporting is especially important for fresh and perishable goods.

PalenquePH may publish an operational reporting target for certain fresh-food or delivery claims, such as encouraging reports within a short period after delivery, to help preserve evidence and investigate product condition.

Failure to report within an operational target does not automatically extinguish a right or remedy that cannot lawfully be waived. Delay may, however, affect the reliability or availability of evidence and may be considered where permitted by law.

Depending on the claim, PalenquePH may reasonably request:

• Order number.
• Photographs or video of the item and packaging.
• Description of the issue.
• Quantity or pack information.
• Delivery or handoff details.
• Other information reasonably necessary to investigate the claim.

6. Responsibility for Damage or Loss During Delivery

A Rider may be responsible for loss, damage, misdelivery, theft, or other harm to the extent it is reasonably established to have resulted from the Rider’s fraud, intentional misconduct, unlawful conduct, or negligent failure to exercise reasonable care while the order was under the Rider’s control.

A Rider is not automatically responsible for product defects, inadequate Vendor packaging, pre-existing product condition, Vendor preparation errors, customer conduct, force majeure, or other loss not reasonably attributable to the Rider.

Likewise, PalenquePH is not automatically exempt from responsibility merely because an incident involved a Vendor or Rider. Responsibility will be determined according to the facts, applicable agreements, and applicable law.

7. Vendor Packaging and Handoff Responsibility

Where damage, spoilage, leakage, contamination, shortage, or other loss results from inadequate preparation, unsafe handling, incorrect packing, or materially inadequate packaging before handoff, responsibility may be attributed to the Vendor according to the evidence and applicable Vendor policies.

Riders may report or decline an order at pickup where there is an apparent serious leakage, contamination risk, materially inadequate packaging, or other condition that reasonably makes transport unsafe.

8. Payment and Collection Discrepancies

Payment methods available for an order will be shown through the applicable checkout or payment process. Cash on Delivery applies only where PalenquePH actually offers that option for the relevant order.

Where a Rider is authorized to collect payment, the Rider must follow the applicable Palenque payment process and accurately record or confirm collection using the approved method.

A payment discrepancy should be reported as soon as reasonably practicable. PalenquePH may investigate the transaction and may hold, correct, refund, recover, or reconcile amounts only as permitted under the applicable agreements, payment terms, and law.

No Vendor or Rider should request a separate post-order payment merely because the actual weight of a fresh product differs slightly from the standardized pack size selected by the Customer.

9. Deductions, Recoveries and Offsets

PalenquePH will not automatically deduct an amount from Vendor or Rider earnings merely because a loss, damage, or complaint has been reported.

A deduction, offset, repayment, or recovery may be applied only where it is properly attributable to the relevant party, authorized by the applicable agreement or accepted policy, and permitted by law.

Where reasonably practicable, the affected Vendor or Rider should receive information concerning a material deduction or adjustment and an opportunity to raise a legitimate dispute.

10. Accidents and Safety Incidents

Safety takes priority over delivery speed or completion.

If a Rider is involved in an accident or material safety incident during a delivery, the Rider should first take reasonable steps to protect life and safety and contact emergency services or appropriate authorities where necessary.

The Rider should report material accidents, injuries, lost orders, theft, or serious product damage to PalenquePH as soon as reasonably practicable and cooperate with legitimate investigation, insurance, support, or regulatory processes.

11. Insurance and Claims

Any insurance coverage applicable to a delivery, Rider, shipment, or product will be governed by the actual insurance policy or coverage documentation in effect for that transaction or participant.

PalenquePH does not represent that every delivery, Rider, or shipment is insured unless such coverage has actually been arranged and disclosed.

Where insurance applies, claims may be subject to insurer requirements, exclusions, evidence, deductibles, limits, timelines, and other policy terms.

12. Force Majeure and Events Beyond Reasonable Control

To the extent permitted by law, a party may not be responsible for a failure or delay caused by an event beyond its reasonable control, such as severe weather, natural disaster, government restriction, major road closure, civil disturbance, widespread telecommunications outage, or similar event, where the affected party did not cause the event and took reasonable steps appropriate to the circumstances.

This section does not remove rights or remedies that cannot lawfully be excluded.

13. Delivery Dispute Resolution

Customers, Vendors, and Riders are encouraged to raise delivery concerns through PalenquePH’s designated support or dispute-resolution process so the matter can be reviewed using available evidence.

PalenquePH may coordinate among the Customer, Vendor, Rider, payment provider, insurer, or other relevant party where reasonably necessary to investigate and resolve a dispute.

A party’s disagreement with PalenquePH’s internal determination does not prevent that party from exercising rights or remedies available under applicable law.

14. Governing Law and Jurisdiction

This Policy is governed by the laws of the Republic of the Philippines.

Subject to applicable law and mandatory jurisdictional rules, disputes requiring court proceedings may be brought before the proper courts of Taguig City, Philippines.

Nothing in this Policy prevents a Customer, Vendor, Rider, or PalenquePH from exercising rights or remedies before a competent government agency, tribunal, or court where provided by law.

15. Relationship With Other Palenque Policies

This Policy supplements the PalenquePH Terms & Conditions, Vendor Agreement, Rider Agreement, Rider Liability & Safety Rules, Product Quality & Packaging Standards, Fresh Food & Vendor Quality Policy, and Refund, Replacement & Cancellation Policy.

Where a more specific agreement governs a particular matter, that agreement will apply to that matter subject to applicable law.

16. Policy Updates

PalenquePH may update this Policy where reasonably necessary for operational, legal, regulatory, safety, insurance, customer-protection, or marketplace reasons.

Material changes will be communicated through the Platform, registered email address, or another reasonable electronic means where appropriate. Where required by law or reasonably appropriate, renewed affirmative acceptance may be required.

17. Contact Us

For delivery issues, claims, disputes, or questions regarding this Policy:

Support Email: support@palenqueph.com
Corporate/Legal Notices: corporate@palenqueph.com
Website: palenqueph.com