Terms & Conditions

Last Updated: [08 Sept 2026]

Welcome to Palenque. These Terms & Conditions (“Terms”) govern access to and use of the Palenque website, mobile application, marketplace, and related services (collectively, the “Platform”).

The Platform is operated by PALENQUE PH OPC (“PalenquePH,” “Palenque,” “we,” “us,” or “our”), a Philippine One Person Corporation.

Palenque is an online marketplace that enables customers to discover and order products offered by participating independent Vendors and facilitates related marketplace services.

By creating an account or otherwise affirmatively accepting these Terms through a mechanism provided on the Platform, you agree to be bound by these Terms and the applicable policies referenced herein.

1. Eligibility and Customer Account

You must have legal capacity to enter into transactions through the Platform. If you are a minor or otherwise lack full legal capacity, use of the Platform and transactions must be undertaken with the consent and supervision required by applicable law.

You agree to provide accurate and current account information and to keep your login credentials secure. You are responsible for activity conducted through your account to the extent permitted by applicable law and must promptly notify PalenquePH of suspected unauthorized access.

PalenquePH may restrict or suspend an account where reasonably necessary to address suspected fraud, security concerns, misuse of the Platform, material violations of these Terms, or legal or regulatory requirements.

2. Marketplace Model

Palenque operates a multi-vendor online marketplace. Products displayed on the Platform are offered by participating independent Vendors unless expressly identified otherwise.

Vendors are responsible for the legality, accuracy, quality, safety, freshness, availability, description, pricing, preparation, packaging, and other Vendor-controlled aspects of their products, subject to PalenquePH’s marketplace standards and applicable law.

PalenquePH provides and administers marketplace functions that may include product discovery and listings, ordering, payment handling, customer support, Vendor administration, and delivery coordination or related services.

Nothing in these Terms is intended to exclude or limit any responsibility that PalenquePH has under applicable Philippine law as an operator of an e-marketplace or digital platform.

3. Product Listings, Sizes and Availability

Product information displayed on the Platform is based on information supplied or maintained by Vendors and/or PalenquePH. Vendors are required to keep listings accurate and current.

Products may be offered by unit, standardized weight, pack size, quantity, variant, or other stated attribute. The price shown for the selected product or option at checkout will apply to the order, subject to any correction or remedy permitted by applicable law for manifest errors or other legally recognized circumstances.

Palenque does not use a post-order variable-weight adjustment merely because the actual weight of a fresh product differs from an estimated weight. Products commonly sold by weight shall be offered using the standardized weight or pack-size options displayed on the Platform.

Product availability may change. If an ordered product becomes unavailable, the Customer may be offered an appropriate substitution, cancellation, refund, or other remedy through the applicable Palenque process. Material substitutions should not be made without Customer authorization.

4. Prices, Fees and Taxes

Applicable product prices, delivery charges, marketplace/service fees, discounts, and other charges will be displayed or otherwise disclosed through the applicable ordering process before the Customer confirms the transaction, as required by applicable law.

Prices may include or be subject to applicable taxes depending on the nature of the transaction and the responsible seller or service provider.

Promotional prices, vouchers, credits, coupons, or discounts may be subject to separate eligibility requirements, validity periods, limitations, and promotional terms disclosed to the Customer.

5. Orders and Payment

An order is submitted when the Customer completes the applicable checkout process. Submission of an order does not prevent cancellation, refund, correction, or other remedies where available under these Terms, PalenquePH policies, Vendor obligations, payment-provider rules, or applicable law.

Payments may be processed through payment methods and payment service providers made available on the Platform from time to time, including supported electronic payment methods. Cash on Delivery applies only if expressly offered for the applicable transaction.

PalenquePH may collect or facilitate collection of Customer payments and account for Vendor proceeds, marketplace fees, refunds, chargebacks, and other applicable amounts in accordance with PalenquePH’s arrangements with Vendors and payment service providers.

A transaction may be declined, cancelled, held, or reviewed where reasonably necessary because of payment failure, suspected fraud, security concerns, product unavailability, regulatory requirements, or other legitimate transaction issues.

6. Order Preparation and Substitutions

Vendors are responsible for preparing accepted orders accurately and within the applicable preparation period.

Where an ordered product is unavailable, a Vendor shall not make a materially different substitution without Customer authorization through the applicable Palenque process.

Customers should review order information and provide accurate delivery and contact details to help prevent fulfillment problems.

7. Delivery

Delivery estimates are estimates and may be affected by Vendor preparation time, order volume, traffic, weather, road conditions, customer availability, safety concerns, and other circumstances.

Customers must provide an accurate delivery address and reasonable delivery instructions and should remain reasonably available to receive an order during the expected delivery period.

Vendors remain responsible for proper preparation and packaging before handoff. Riders are responsible for reasonable handling while an order is in their custody, subject to the applicable delivery arrangement and law.

Responsibility for a reported loss, damage, spoilage, shortage, or other delivery issue shall be assessed according to the circumstances of the transaction, available evidence, applicable Palenque policies, and applicable law. Nothing in these Terms automatically transfers responsibility to the Customer merely because delivery has been marked completed.

8. Cancellations, Returns and Refunds

Customer rights concerning cancellations, returns, refunds, replacements, defective goods, unsafe products, incorrect orders, shortages, damaged products, and other transaction issues are governed by applicable Philippine law and PalenquePH’s applicable Refund & Return Policy.

Perishable products may be subject to different return procedures because physical return may be impractical or unsafe. This does not eliminate any refund, replacement, or other remedy that the Customer may have under applicable law or PalenquePH policy.

Customers should report order problems as soon as reasonably practicable and provide relevant information or evidence where reasonably requested. Any stated reporting period is intended to assist prompt investigation and shall not operate to waive rights that cannot lawfully be waived.

Refunds, where approved, may be returned through the original payment method, account credit, or another method permitted by the applicable payment process and law.

9. Prohibited Products and Conduct

Customers must not use the Platform for unlawful, fraudulent, abusive, deceptive, or unauthorized purposes.

Products prohibited by law or PalenquePH marketplace policy may not be offered or transacted through the Platform. These may include illegal goods, counterfeit goods, unsafe or recalled products, unlawfully sold regulated products, and other prohibited items identified in applicable marketplace policies.

Users must not attempt to interfere with Platform security or operation, access another person’s account without authorization, manipulate transactions, promotions, referrals, ratings, or reviews, submit fraudulent payment or refund claims, or misuse personal information obtained through the Platform.

PalenquePH may take reasonable action to investigate and address suspected violations.

10. Customer Responsibilities

Customers are responsible for providing accurate account, order, contact, and delivery information; selecting appropriate products and variants; reviewing disclosed product information; maintaining account security; and using products in accordance with applicable safety information and their intended purpose.

Customers should inspect orders within a reasonable period after receipt and promptly report material problems through PalenquePH’s available support channels.

11. Intellectual Property

The Palenque name, trademarks, platform, application, designs, software, and original content created by or for PalenquePH are owned by PalenquePH or used under applicable rights and may not be copied, reproduced, distributed, or commercially exploited without authorization except as permitted by law.

Vendor trademarks, product photographs, descriptions, and other Vendor-owned content remain subject to the rights of the applicable Vendor or rights holder.

12. Data Privacy

Personal information is processed in accordance with PalenquePH’s Privacy Policy and applicable Philippine data protection law, including the Data Privacy Act of 2012 (Republic Act No. 10173), its Implementing Rules and Regulations, and applicable issuances of the National Privacy Commission.

Customers should review the PalenquePH Privacy Policy for information concerning the categories of personal information processed, purposes of processing, disclosures, retention, security, and data-subject rights.

13. Platform Availability and Third-Party Services

PalenquePH aims to maintain reliable Platform availability but does not guarantee uninterrupted or error-free access. Maintenance, technical failures, internet or telecommunications outages, cybersecurity incidents, third-party service interruptions, or events outside reasonable control may affect availability.

The Platform may rely on third-party services such as payment processors, hosting providers, mapping services, communications providers, and other technology or logistics services. Use of certain third-party services may also be subject to their applicable terms and policies.

14. Limitation of Liability

To the extent permitted by applicable law, PalenquePH shall not be liable for indirect, incidental, or consequential losses that were not reasonably foreseeable or are not legally attributable to PalenquePH.

PalenquePH is not responsible for losses caused solely by acts or omissions of independent Vendors, Customers, riders, third-party service providers, or events outside PalenquePH’s reasonable control, except to the extent PalenquePH is responsible under applicable law or its own acts or omissions contributed to the loss.

Nothing in these Terms excludes, restricts, or waives liability, consumer rights, warranties, remedies, or obligations that cannot lawfully be excluded, restricted, or waived under Philippine law.

15. Suspension and Termination

PalenquePH may restrict, suspend, or terminate access to the Platform where reasonably necessary because of material violations of these Terms, fraud or suspected fraudulent activity, security threats, abusive conduct, unlawful activity, repeated misuse of marketplace processes, or legal or regulatory requirements.

Where appropriate and reasonably practicable, PalenquePH may provide notice or an opportunity to address the issue before permanent termination. Immediate action may be taken where reasonably necessary to protect customers, marketplace participants, the Platform, or comply with law.

Termination does not extinguish rights, liabilities, payment obligations, refunds, disputes, or other obligations arising before termination.

16. Electronic Communications and Acceptance

These Terms may be accepted electronically through an affirmative mechanism provided by PalenquePH. Electronic acceptance, records, and communications shall be recognized in accordance with applicable Philippine law, including Republic Act No. 8792 (Electronic Commerce Act of 2000) and applicable rules concerning electronic documents and evidence.

PalenquePH may communicate transaction information, notices, policy updates, and other relevant information through the Platform, registered email address, SMS, push notification, or another reasonable electronic channel, subject to applicable law and communication preferences where required.

17. Changes to These Terms

PalenquePH may amend these Terms where reasonably necessary for operational, commercial, legal, regulatory, safety, or security purposes.

Material changes shall be communicated through the Platform, registered email address, or another reasonable electronic means. Where required by applicable law or where PalenquePH determines appropriate, renewed affirmative acceptance may be required before continued use of affected services.

The current version and its effective or last-updated date shall be made available on the Platform

18. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Republic of the Philippines.

Customers are encouraged to contact PalenquePH first so that transaction concerns can be investigated and, where possible, resolved promptly.

Any venue provision or dispute process under these Terms shall remain subject to applicable consumer-protection law and mandatory jurisdictional requirements. Nothing in these Terms prevents a Customer from exercising remedies available through competent government agencies or courts where provided by law.

19. Severability

If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law, and the affected provision shall be interpreted or limited only to the extent necessary to comply with applicable law.

20. Contact Us

For customer support, questions, notices, or concerns relating to these Terms:

Support Email: support@palenqueph.com

Corporate/Legal Notices: corporate@palenqueph.com

Website: palenqueph.com