These Terms and Conditions (“Terms”) govern your access to and use of our websites, applications, and other digital platforms (collectively, the “Platform”) that link to these Terms to access our services (“Services”) and purchase our products (“Products”). By doing so, you agree to comply with these Terms, including any updates we may introduce.
In these Terms, “Jollibee,” “we,” or “our” refers to Jollibee Foods Corporation, and “you” or “customer” refers to any individual using the Platform to access our Services and purchase our Products.
I. Your Account
To place an order through the Platform, you may be required to register an account. During registration and each login, you must verify your email address using a unique One-Time Password (OTP). You are solely responsible for maintaining the confidentiality of your OTP and must not share it with anyone. We are not liable for any unauthorized access or transactions resulting from the disclosure or misuse of your OTP.
You are responsible for your account. Orders placed through your account, with or without your knowledge, are considered valid and binding, and you are responsible for any applicable charges.
We may suspend or terminate your account at our discretion, without prior notice, if you violate these Terms, engage in unlawful activity, or if necessary to protect the Platform, our customers, or our interests. Termination revokes your access to the Platform, and any associated data may be deleted, subject to applicable laws and our Privacy Notice.
You may request to delete your account through the Platform's settings. However, account deletion requests cannot be submitted if there are any pending orders. Pending orders include those that have been placed but not yet been completed. Once submitted, account deletion requests cannot be revoked. Upon deletion, you’ll be logged out immediately and all data associated with your account will be permanently erased or anonymized within 30 days. However, we may retain certain information when required by law or to meet legal obligations. After account deletion, we won’t be able to assist you with any past orders, as you and your account will no longer be linked to them.
Guests are welcome to use the Platform. However, certain features are only available to registered users. For example, as a guest user, you will not be able to save delivery addresses or payment methods for future use, view or reorder from your order history, access exclusive offers reserved for registered users, or receive order status notifications via email and push notifications. By proceeding as a guest, you acknowledge and accept these limitations.
II. Submission of Orders
- By submitting an order through the Platform, you are requesting us to process and prepare the Products you ordered. However, we reserve the right to decline any order placed through the Platform at our discretion and without explanation.
Products are subject to availability. If the Products you ordered are unavailable, we may offer you substitute Products of equivalent quality and price or suggest alternatives. Choosing other Products may affect your total amount due.
III. Fulfillment of Orders
- Orders placed through the Platform can be fulfilled through delivery or pick-up.
- We may modify or expand our fulfillment options at any time.
IV. Delivery Orders
- Delivery Process: Deliveries are handled by our own delivery riders or by third-party riders engaged by us.
- Delivery Fees: A standard delivery fee applies to each order, unless explicitly waived by us.
- Delivery Areas: Delivery is available only in designated areas, which cannot be changed. We do not accommodate requests to reroute orders to different locations.
- Delivery Order Acceptance: Your order is considered accepted for delivery once you receive confirmation. This confirmation establishes our agreement to deliver the Products and your obligation to receive the Products and pay the total amount due. However, delivery may become unavailable due to reasonable factors such as safety concerns, extreme weather, natural disasters, inaccessible locations, or technical difficulties. If this occurs, we will notify you and, where possible, provide alternative solutions.
Verification for Large Orders: For orders exceeding ₱1,100.00 up to ₱5,500.00, we will contact you to verify your identity and order details.
Bulk Orders: Orders exceeding ₱5,500.00 are classified as bulk orders and cannot be placed through the Platform. You may contact your nearest serving store directly for bulk orders.
Advance Orders: Advance delivery orders must be placed at least 2 hours before the requested delivery time.
Customer Responsibility: Failure to respond to messages or calls may result in delayed or canceled delivery. We are not responsible for such delays or cancellations. We may also require additional verification or confirmation to proceed with your order.
Special Requests and Limitations: Requests for excessive quantities of condiments, utensils, or similar items are subject to our discretion. We do not fulfill special requests outside the menu, such as medicines, newspapers, cigarettes, or groceries.
Order Modifications: Once your order has been confirmed, no further modifications can be made directly through the platform. However, for minor adjustments that do not affect the price or items such as modifying special instructions (e.g., requesting unsalted fries), you may contact the store handling your order directly. Please note that any minor adjustments are subject to the discretion of the store and may be refused.
Order Cancellations: Order cancellations may be allowed at the discretion of the store handling your order. To request a cancellation, you must contact the serving store directly. Approval of any cancellation is not guaranteed and may depend on the status of the order at the time of the request.
V. Pick-Up Orders
Pick-up Order Acceptance: Your order is considered accepted for pick-up once you receive confirmation. This confirmation establishes our agreement to prepare the Products and your obligation to pick-up the Products and pay the total amount due.
Bulk Orders: Orders exceeding ₱5,500.00 are classified as bulk orders and cannot be placed through the Platform. You may contact your nearest serving store directly for bulk orders.
- Advance Orders: Advance pick-up orders must be placed at least 30 minutes before the requested pick-up time.
- Customer Responsibility: Failure to respond to messages or calls may result in delayed or canceled pick-up. We are not responsible for such delays or cancellations. We may also require additional verification or confirmation to proceed with your order.
- Special Requests and Limitations: Requests for excessive quantities of condiments, utensils, or similar items are subject to our discretion. We do not fulfill special requests outside the menu, such as medicines, newspapers, cigarettes, or groceries.
- Order Modifications: Once your order has been confirmed, no further modifications can be made directly through the platform. However, for minor adjustments that do not affect the price or items such as modifying special instructions (e.g., requesting unsalted fries), you may contact the store handling your order directly. Please note that any minor adjustments are subject to the discretion of the store and may be refused.
- Order Cancellations: Order cancellations may be allowed at the discretion of the store handling your order. To request a cancellation, you must contact the serving store directly. Approval of any cancellation is not guaranteed and may depend on the status of the order at the time of the request.
VI. Prices, Payment, and Refunds
Prices: Prices displayed on the Platform include value-added tax (VAT) and other applicable taxes, unless stated otherwise. Prices may change without prior notice.
Payment Methods: Payment can be made using cash or using cashless methods such as credit cards, debit cards, or e-wallets.
Cashless Payments: Cashless payments may not be available 24/7 and are processed through third-party gateways. We do not store or process payment information. Please refer to the payment gateway’s terms and policies.
Saving Payment Information: When saving payment information, details are stored by the third-party gateway, not by us. A temporary charge of ₱10.00 may apply when saving a card, which will be subsequently refunded.
Government-mandated Discounts: Discounts mandated by law, such as Senior Citizen and Person with Disability ("PWD") discounts, may be applied to your orders if you meet the requirements set by applicable laws, rules, or regulations. To avail of these discounts, you may be required to upload and/or present certain requirements, such as your Senior Citizen or PWD ID, which we verify to prevent fraud. In some cases, you may need to redo your order or reupload your ID to properly apply your discount. Please note that using false IDs is prohibited and may result in penalties under the law. Additionally, you may be required to present your ID for validation purposes.
Payment Refusal: We reserve the right to refuse to fulfill an order if we believe payment will be declined at any stage.
Refunds: For approved refunds, the process varies depending on the payment method. Refunds for cash payments will be handled directly by the store managing your order, and customers should coordinate with the store for details on processing and collection. For payments made via credit or debit card or e-wallet, refunds will be issued to the original payment method used for the transaction. Once approved, the refund will be processed promptly. However, the time it takes for the amount to reflect in the customer's account may vary depending on the payment provider.
VII. Special Offers & Loyalty
From time to time, our Products may be available under special offers (“Offers”). Unless otherwise specified, Offers are subject to these Terms. If there is any inconsistency between a Offer’s terms and these Terms, the Offers’ terms will take precedence. We reserve the right to change, limit, or withdraw Offers at our discretion, subject to applicable laws, but we will honor orders received before the change or withdrawal takes effect. Offers are valid only during the stated offer period, may be subject to changes, and cannot be combined with other Offers unless explicitly stated.
We may introduce a loyalty program (“Loyalty”) that provides exclusive benefits to users of our Platform. Registered users will be automatically included in Loyalty and may access its rewards and features upon launch, subject to the program’s mechanics determined at our discretion.
VIII. Intellectual Property
All content on the Platform, including but not limited to trademarks, logos, text, graphics, images, software, and other materials, is our exclusive property or that of our licensors and is protected by copyright, trademark, and other intellectual property laws. You are not permitted to use, reproduce, modify, distribute, or create derivative works from any of the Platform's content without our prior written consent. Any unauthorized use of our intellectual property may result in legal action.
IX. Limitation of Liability
- We are not liable for any loss, expense, cost, injury, or damage arising directly or indirectly from your use of the Platform, including any unauthorized use of your account by a third-party, even if they appear to be acting as you.
- We are not liable for any loss, expense, cost, injury, or damage arising directly or indirectly from: (i) delays; (ii) the unavailability of products; or (iii) your inability to redeem Offers due to failure to meet the applicable terms, conditions, or mechanics.
- We are not liable for any loss, expense, cost, injury, or damage arising directly or indirectly from consuming the Products after one (1) hour from delivery for delivery orders and one (1) hour from complete preparation for pick-up orders.
- We are not liable for any loss, expense, cost, injury, or damage arising directly or indirectly from events beyond our reasonable control, including but not limited to natural disasters, acts of God, war, terrorism, labor strikes, government actions, pandemics, or other unforeseen circumstances, even if we are notified of the possibility of such events. During these events, we may suspend or terminate our Services and will make reasonable efforts to resume performance if and when possible.
- Under any circumstances, our liability for any order is limited to the total amount paid for that order.
X. Updates
- We reserve the right to update or modify these Terms at any time. Any changes will be effective immediately upon posting.
XI. Privacy
- We value your privacy, and all personal data is handled in accordance with our Privacy Notice.
- We also collect non-personal data. By accessing and using the Platform, you agree to our collection, storage, and use of non-personal information to analyze how the Platform is accessed and used, enhance functionality and user experience, assess the Platform’s performance to identify areas for improvement, and monitor and ensure the security of the Platform. This non-personal information may include, but is not limited to, actions such as button clicks and geographical location. All non-personal information collected is aggregated and anonymized to ensure it cannot be used to identify you personally.
XII. Miscellaneous
- These Terms are governed by the laws of the Philippines. Any disputes will be resolved exclusively by the courts in Pasig City.
- Our failure or delay in exercising any right or remedy under these Terms will not affect or waive that right, and we can still use or invoke it later. Additionally, using a right or remedy once, in part or in full, does not prevent us from using it again or exercising other rights or remedies.
- If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue to be in full effect. We may replace such provision with one that most closely reflects the original intent.
XIII. Contact Us
If you have concerns or questions about these Terms, you may contact us through email at [email protected].
For orders placed through Grab or Foodpanda, please submit your feedback to them directly:
Grab 
Portal: https://help.grab.com/passenger/en-ph/ Foodpanda 
Email: [email protected]
