Terms of Service

Last updated 30 September 2026

These terms are an agreement between you and Apoio Labs, which operates chacha. By creating an account or using chacha, you agree to them. Please also read our Privacy Policy.

1. What chacha is

chacha connects customers in Sablayan, Occidental Mindoro with local riders and stores. Customers can order from partner stores (Pakain), have a rider buy from any shop (Pabili), send a parcel (Padala), pay a bill (Pabayad) or run an errand (Pasuyo).

Riders are independent. They choose which jobs to take, and are not employees of Apoio Labs. Stores sell their own goods and are responsible for what they sell.

2. Your account

• You must be 18 or older.
• Give your real name and a mobile number where you can be reached. Keep your login to yourself; you are responsible for what happens on your account.
• Before your first order we ask for one photo of you holding a valid ID. We may refuse an account we cannot verify.
• We may suspend or close an account used for fraud, fake orders, abuse of riders or stores, or promo abuse.

3. Orders and prices

• You see the full price before you confirm. It is made of the goods (if any), a delivery fee worked out from the distance, and a small chacha service fee. Optional extras, such as priority delivery or a larger parcel size, are shown before you confirm too.
• Prices on partner store menus include a small chacha commission.
• When a rider buys from a shop that is not a partner, you pay what the shop actually charged, as shown on its receipt.
• Stores can run out of items or decline an order. If that happens we will tell you and, if you already paid, refund you (see section 6).

4. Paying

• Partner stores and parcels are paid in advance by GCash, Maya or bank transfer. You send the payment and upload the screenshot. The order goes ahead once we have checked it. A screenshot that was already used, or that does not match, will be rejected.
• Shopping from any store, errands and bill payments are paid in cash to your rider. For a bill payment, the rider collects the cash before paying the bill and brings you the receipt.
• Pay only through the methods shown in the app. Do not send money to a rider’s personal account for a prepaid order.

5. Tips and promos

• Tips go entirely to your rider. chacha takes nothing. A tip is added before a rider accepts the order.
• Promo codes and credits have no cash value, may have conditions such as a minimum order, and may end at any time. Promo limits apply per person, which we match by mobile number, not per account.
• A promo discount comes out of chacha’s share. It never reduces what your rider or the store is paid.

6. Cancelling and refunds

• You can cancel an order in the app until a rider has accepted it. After that, message your rider or contact us, and we will do our best to help.
• If a store declines your paid order, or we cancel it, we refund what you paid to the account you paid from. Refunds are arranged by our team, and we will contact you to complete it.
• If something arrives wrong, damaged or missing, tell us within 24 hours with a photo if you can, and we will work it out with you, the rider and the store.

7. What you cannot send or order

• Anything illegal, including prohibited drugs and stolen goods.
• Weapons, ammunition, explosives or fireworks.
• Anything flammable, toxic or otherwise dangerous to carry.
• Alcohol or tobacco for anyone under 18.
• Cash, jewellery or other valuables in a parcel. For bill payments, hand the cash to the rider in person.
• Live animals.

When you send a parcel, you are responsible for what is inside and for describing it truthfully. A rider may refuse a job that looks unsafe or unlawful.

8. Riders

• You must hold a valid driver’s licence and use a registered vehicle (bicycles excepted), and attend our onboarding seminar before going online.
• You keep the full delivery fee and every tip. For prepaid orders, chacha pays you your earnings. For cash orders, you collect the money and remit chacha’s service fee. If you owe more than our limit, you cannot take new jobs until you settle.
• A photo is required to mark a delivery complete. Treat customers’ details as private and use them only for the job.
• We may stop working with a rider who breaks these terms or endangers others.

9. Stores

• Partner stores keep their menu, prices and availability up to date. chacha collects payment from the customer and settles your prices with you, and adds its commission on top.
• Other stores may be listed by name and location so customers can ask a rider to buy from them, like any walk-in customer. To be removed, email chacha@apoiolabs.com.

10. Reviews and content

Reviews and photos you post can be seen by other chacha users. Keep them honest and lawful: no insults, private information or someone else’s photos. We may remove content that breaks these rules. You keep ownership of what you post, and allow chacha to show it in the app.

11. Our responsibility

We work to keep chacha running and your orders on time, but we cannot promise the app will always be available or error-free, or that a rider will always be free. To the extent the law allows, Apoio Labs is not responsible for indirect losses, and our responsibility for any order is limited to the amount you paid for it. Nothing here removes rights you have under Philippine consumer law.

12. Changes and the law

We may update these terms. We will change the date at the top, and tell you in the app about changes that matter. These terms are governed by the laws of the Republic of the Philippines.

Contact

Questions, complaints or requests: chacha@apoiolabs.com.