Effective and last updated: August 10, 2026

These Terms & Conditions ("Terms") govern access to and use of the LPG Go website, mobile application, marketplace, dashboards, ordering, delivery coordination, payments, merchant subscriptions, store-approved Credit Orders, cylinder tracking, Store Service Credit, support, and related services (collectively, "LPG Go"). They apply to customers, merchants, riders, applicants, administrators, and other users. In these Terms, "merchant" means an independent participating LPG dealer/retailer.

By creating an account, submitting an application, placing or accepting an order, using a rider account, or otherwise using LPG Go, you confirm that you have read and agreed to these Terms and the Privacy Policy. Mandatory rights under Philippine law remain unaffected.

1. Platform Role and Parties to a Sale

LPG Go is a digital marketplace, ordering, verification, monitoring, payment-coordination, and support platform. LPG Go does not store, refill, decant, own, manufacture, or directly sell LPG. LPG products and accessories are listed, sold, invoiced, delivered, and fulfilled by independent participating dealers/retailers.

Unless a screen expressly states otherwise, the sales contract for an LPG product is between the customer and the selected dealer/retailer. A rider may be an employee, contractor, or authorized delivery representative of a dealer/retailer. LPG Go may facilitate records, communications, evidence, payments, support, refunds, and enforcement without becoming the product seller, carrier, employer, or government regulator.

LPG Go will exercise the level of diligence required of an online marketplace under applicable Philippine law. A platform disclaimer does not remove LPG Go's own duties concerning merchant information, regulated listings, data protection, complaint handling, takedowns, or other non-waivable obligations.

2. Eligibility, Accounts, and Electronic Records

• Users must have legal capacity to enter the transaction and must use accurate, current information.
• Each user is responsible for protecting login credentials, devices, verification codes, and authorized account access.
• A business account may be used only by its owner and properly authorized personnel.
• Actions completed through an authenticated account may be treated as authorized unless promptly reported as compromised.
• Users consent to electronic notices, receipts, records, approvals, and signatures to the extent permitted by law.

LPG Go may request identity or authority verification before activating an account, changing sensitive details, processing a payout, or resolving a dispute.

3. Merchant Legal Compliance

Merchants must obtain and maintain all licenses, registrations, permits, certificates, authorizations, and safety approvals required for their actual business and location. Depending on applicable law and activity, LPG Go may require a business permit, DTI or SEC registration, BIR registration, DOE License to Operate, Fire Safety Inspection Certificate or related BFP compliance, authority to sell a particular LPG trademark or trade name, supplier or source documents, valid identification, store location, and expiration records.

Merchants must submit authentic, complete, current documents; monitor expiration; promptly upload renewals; and notify LPG Go of suspension, revocation, investigation, relocation, ownership change, or any event affecting legal authority to operate. LPG Go may restrict a store or brand listing while documents are missing, expired, inconsistent, or under review.

4. Verification Is Not a Government License or Guarantee

LPG Go verification means that submitted information has undergone platform onboarding review and may have been compared with available public or official records. It is not a DOE, LGU, BFP, DTI, SEC, BIR, court, brand-owner, or other government certification. A verification badge is not a guarantee of continuous compliance, product quality, inventory, delivery performance, or the truth of every later representation.

Customers should inspect products and report concerns. Government agencies and brand owners retain their own authority to inspect, license, investigate, enforce, suspend, or revoke.

5. LPG Go and Administrator Responsibilities

LPG Go and its authorized administrators are responsible for:

• using ordinary diligence in marketplace onboarding, merchant information, regulated-product controls, and complaint handling;
• showing material order information and customer-facing charges before confirmation;
• maintaining reasonable access controls, server-side financial mutations, audit records, and privacy safeguards appropriate to risk;
• applying support, suspension, evidence, and dispute processes consistently, with human review where a material automated flag is contested; and
• acting on valid government orders, safety notices, prohibited listings, and substantiated reports as required by law.

An administrator's operational decision is not a court judgment or government certification. Administrators may correct records and reverse unauthorized or erroneous entries, but may not secretly alter a completed customer total or fabricate evidence.

6. Merchant Responsibilities

Each merchant is solely responsible for:

• lawful LPG source, brand authority, authenticity, correct net content, cylinder ownership or exchange authority, condition, seal, valve, requalification, and safe storage;
• accurate listings, prices, fees under its control, stock, service area, operating hours, promotions, tax treatment, and receipts;
• order acceptance, preparation, rider assignment, delivery fulfillment, warranties, returns, replacements, refunds, and after-sales obligations;
• training, supervising, screening, paying, and lawfully engaging its riders and personnel;
• compliance with LPG, consumer, fire-safety, labor, tax, privacy, transportation, and local rules applicable to its operations; and
• cooperating with valid complaints, inspections, recalls, investigations, and lawful government requests.

7. Rider Responsibilities

Riders must use only an authorized account, safely transport and handle cylinders, follow the assigned order, protect customer data, provide truthful status updates, take required pickup or delivery evidence, collect only the in-app amount due, and follow lawful instructions from the responsible merchant.

Riders must not falsify GPS, timestamps, photos, contact attempts, delivery completion, failed-delivery reasons, cash collection, or refund confirmation. A reschedule or failed-delivery action after pickup may require customer notice, location and time evidence, and administrative review.

8. Customer Responsibilities

Customers must provide an accurate name, active contact details, delivery address, pinned location, payment information, and instructions; select the correct brand, size, and order type; remain reasonably available to receive the order; and provide a compatible empty cylinder when a refill exchange requires one.

The customer or authorized recipient must inspect the brand, size, seal, visible cylinder condition, order completeness, and amount due before acceptance when practical. Leaks, unsafe cylinders, wrong items, suspected underweight, damage, overcharging, non-delivery, or another issue must be reported truthfully through the order screen with available evidence.

9. Listings, Orders, Prices, and Promotions

Listings are supplied or managed by participating merchants. An order is a request to purchase and becomes subject to fulfillment when accepted by the selected store. A merchant may reject or cancel an order for lawful reasons, including stock unavailability, unsafe conditions, service-area limits, inability to verify an exchange cylinder, or pricing error.

Prices may vary by merchant, brand, cylinder size, order type, location, stock, and promotion. Vouchers, VIP pricing, and other discounts are subject to displayed eligibility, validity, store, usage, and abuse-prevention rules. An optional rider tip is voluntary and is shown before confirmation.

10. Configurable Platform Fees

Customer service fees, COD fees, online payment fees, merchant transaction fees, SCC purchase fees, unused-SCC refund processing charges, subscription fees, and minimum SCC requirements may be configured or adjusted by authorized LPG Go administrators. The fees applicable to a customer order must be shown before order confirmation. Store charges and deductions are shown in the applicable dashboard, ledger, enrollment terms, or transaction record.

A previous amount is not a promise of a future fee. LPG Go will not retroactively change a completed customer total except to correct an error, apply an agreed remedy, comply with law, or reverse a transaction.

11. Store Service Credit (SCC)

SCC is a store-side service ledger used for eligible platform fees, fee holds, reversals, refund deductions, payout deductions, and authorized adjustments. SCC is not a customer account, bank deposit, savings product, electronic money, investment, interest-bearing balance, or general payment account. It is displayed as SCC without a peso symbol, is not transferable between users, and cannot be represented as government-insured funds.

LPG Go may require sufficient SCC for specified store actions. The merchant transaction fee is normally reserved from SCC when the merchant approves an order. Delivery provides a server-side backstop for older orders without a reserve. The reserve becomes final after the order is Completed and the configured replacement window has passed, and it is returned after cancellation or an eligible full return/refund before finalization. The merchant is responsible for reviewing its ledger and promptly reporting discrepancies.

A merchant may request a refund of eligible unused SCC through the app. The requested amount is reserved during review; a configurable processing fee may be deducted from an approved refund, and a rejected request restores the reserved SCC. This is a limited contractual refund process, not a user cash-out, remittance, or withdrawal service. LPG Go may require identity, bank, security PIN, and ownership verification before processing.

12. Payments

LPG Go may support Cash on Delivery and, when enabled for an approved store, PayMongo QR Ph or another supported online payment method. Available methods are shown at checkout. Third-party payment processing is governed by the provider's terms, verification, limits, availability, reversals, and processing times.

LPG Go does not ask users to disclose a banking password, card PIN, or e-wallet PIN and does not store full card or bank credentials in the app. Users must not initiate a false chargeback, submit a false payment receipt, collect an amount outside the order record, or bypass the app to evade fees or evidence requirements.

13. Store-Approved Credit Orders

A Credit Order is available only when the selected merchant has enabled credit for that specific customer. The customer does not pay cash during delivery, and the order is recorded as On Credit. The merchant must approve the customer and assumes the commercial risk of extending credit.

LPG Go is not the lender, does not guarantee repayment, does not set a customer's credit limit, and does not operate a government credit registry. Any repayment schedule, collection, interest, penalty, or security arrangement must be lawful, clearly agreed between the merchant and customer, and must not be attributed to LPG Go unless an LPG Go screen expressly provides it.

14. Merchant Plans and Feature Access

Merchant tools may be grouped into Basic, Business, and Pro plans. Basic access may be free; paid access may renew monthly; completed online and walk-in order milestones may unlock features for the current billing period; and authorized administrators may grant, restrict, or override specific features for support or promotions. Current price, included tools, billing period, renewal, and expiry information shown before activation control the subscription.

15. Delivery, Tracking, Re-dispatch, and Evidence

Delivery estimates are informational and may change because of stock, rider availability, traffic, weather, signal, safety events, customer availability, and other local conditions. GPS and status updates may be delayed, approximate, or unavailable and are not a guarantee of an exact location or arrival time.

LPG Go may collect status history, server timestamps, GPS, pickup/delivery photos, contact attempts, communications, and payment records for coordination, safety, fraud prevention, and dispute review. A single record does not necessarily decide fault; the combined evidence and responses of the parties may be reviewed.

If a rider reports a delivery issue after pickup, an administrator may approve cancellation or return the order to Waiting so the merchant can re-dispatch it. The final courier's name, role, and ID are frozen when delivery is recorded so a later assignment change does not rewrite the delivery record.

16. Cylinder Credit and Return Records

The app may track cylinders delivered to and still held by a customer. A customer may request return of an eligible cylinder without a new purchase. The request uses the original order address, requires a clear cylinder photo, and remains pending until the merchant physically receives and approves the return. Approval updates the merchant's empty-cylinder and customer-cylinder records.

Merchants may separately record cylinders from walk-in, telephone, Messenger, or other outside-app transactions. These entries are merchant-provided operational records and are not proof that LPG Go processed, verified, or guaranteed the underlying outside-app sale.

17. Cancellations, Returns, Replacements, and Refunds

Available actions depend on order status. A customer may cancel before acceptance when permitted. After acceptance or pickup, cancellation or failed delivery may require evidence and review. Eligible orders may show Return and Full Refund for 30 minutes after Delivered and Return and Replace for one hour after Completed. After those actions expire, users may use Report or Dispute. Safety concerns remain reportable.

A request is not an automatic approval. Remedies may include redelivery, replacement, partial adjustment, full refund, or denial with a reason. Cylinder retrieval, inspection, and in-app confirmation may be required. See the Return, Replacement, and Refund Policy for the operational process. No policy limits a non-waivable consumer remedy.

18. Safety, Recalls, and Regulatory Cooperation

Users must follow safe LPG handling guidance and lawful emergency instructions. Do not accept or use a cylinder that appears to leak or is visibly unsafe. In an uncontrolled leak or fire, move away and contact emergency responders before using the app.

LPG Go may issue notices, restrict listings, preserve records, coordinate retrieval, suspend accounts, or cooperate with a merchant, brand owner, insurer, emergency responder, DOE, BFP, DTI, LGU, law-enforcement body, court, or other competent authority in connection with a safety issue, recall, inspection, or lawful investigation.

19. Complaints, Disputes, and Fair Review

Each party must provide truthful, relevant evidence and a reasonable opportunity for the other party to respond. LPG Go may use automated risk flags to prioritize review, but a flag is not a final finding of fault. Authorized administrators may request more information, preserve a fee or payment hold, restrict account actions, or issue a reasoned resolution.

Off-app arrangements may not be recognized because LPG Go cannot verify their terms, payment, product identity, or completion. Nothing prevents a user from exercising a lawful right to contact DTI, DOE, NPC, BFP, law enforcement, or a court.

20. Prohibited Conduct

• false identity, permits, brand authority, listings, prices, stock, reviews, receipts, payment proof, or evidence;
• sale, refill, decanting, transport, exchange, or delivery of unlawful, counterfeit, unsafe, stolen, underfilled, or unauthorized LPG products;
• fake orders, collusion, fee evasion, false delivery or non-delivery claims, GPS manipulation, repeated abusive cancellations, or refund abuse;
• harassment, discrimination, threats, violence, privacy invasion, or misuse of contact and location data;
• unauthorized access, scraping, malware, reverse engineering where prohibited, interference with security, or use of the service for unlawful activity; and
• moving a recorded order or settlement off-app to hide the transaction or avoid obligations.

21. Record Retention, Legal Holds, and Evidence Preservation

LPG Go, merchants, riders, and users agree that order records, payment metadata, SCC ledger entries, admin fee records, Credit Order records, cylinder custody records, delivery evidence, communications, permits, support notes, refund decisions, return or replacement files, fraud flags, and safety reports may be retained as described in the Privacy Policy when reasonably necessary for service operation, tax and accounting records, regulatory compliance, audit, dispute resolution, safety, fraud prevention, or the establishment, exercise, or defense of legal claims.

A deletion, account closure, merchant termination, rider removal, or off-app settlement does not remove records that LPG Go or an independent merchant may lawfully keep for an active order, unpaid obligation, SCC discrepancy, Credit Order, cylinder return, chargeback, refund, safety issue, investigation, legal hold, or mandatory recordkeeping period. LPG Go may restrict access to older records instead of deleting them when preservation is required to protect customers, merchants, riders, administrators, regulators, or the platform.

22. Suspension, Restrictions, and Termination

LPG Go may reject an application or restrict, suspend, deactivate, or terminate an account, store, brand listing, rider access, COD access, payout, SCC-supported action, or other feature when reasonably necessary for safety, expired or invalid documents, suspected fraud, repeated service failures, unpaid obligations, legal compliance, investigation, or breach of these Terms.

Where appropriate, LPG Go will provide notice or an opportunity to respond. Immediate action may be taken for urgent safety, security, fraud, legal, or evidence-preservation concerns. Termination does not erase accrued payment, refund, tax, indemnity, investigation, or record-retention obligations.

23. Platform Availability and Third-Party Services

LPG Go may depend on Firebase, mapping and location services, notification providers, device platforms, internet networks, payment providers, banks, e-wallets, and other third parties. Their outages, limits, terms, and technical behavior may affect the service. LPG Go may maintain, change, suspend, or discontinue a feature, subject to applicable law and existing transaction obligations.

24. Intellectual Property and User Content

LPG Go software, interface, brand, design, and original content are owned by or licensed to LPG Go and may not be copied or commercially exploited without permission. Product brands and third-party marks remain the property of their owners.

A user retains rights in content the user lawfully submits. The user grants LPG Go a non-exclusive, worldwide, royalty-free license to host, reproduce, process, display, and share that content only as reasonably necessary to operate, secure, improve, document, and enforce the service, resolve disputes, and comply with law. The user confirms authority to submit the content and must avoid unnecessary personal data about others.

25. Disclaimers and Limitation of Liability

To the maximum extent permitted by law, LPG Go does not guarantee uninterrupted service, exact GPS, inventory, delivery time, merchant performance, or defect-free third-party products. LPG Go is not responsible for a merchant's product or rider conduct merely because the transaction used the platform.

LPG Go remains responsible for its own obligations to the extent required by law. No exclusion applies to fraud, willful misconduct, gross negligence, death or personal injury where liability cannot be excluded, violation of the Data Privacy Act, or another liability that Philippine law does not allow a party to waive. To the extent lawful, LPG Go excludes indirect, incidental, special, consequential, exemplary, or lost-profit damages that were not the direct and reasonably foreseeable result of LPG Go's own breach.

26. Indemnity

To the extent permitted by law, a user must defend, indemnify, and hold LPG Go and its personnel harmless from third-party claims, penalties, losses, and reasonable costs caused by that user's unlawful product, false document or listing, employment or tax obligation, privacy violation, infringement, fraud, willful misconduct, or material breach of these Terms. This clause does not require indemnity for LPG Go's own unlawful conduct, gross negligence, or non-waivable responsibility.

27. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Republic of the Philippines. Before filing a private claim, the parties should first use the in-app support or dispute process and allow a reasonable opportunity for a documented response, unless urgent relief or a statutory deadline requires otherwise.

Nothing prevents a customer from using DTI consumer complaint channels, a data subject from filing with the National Privacy Commission, a regulator from exercising lawful authority, or a party from seeking relief in a court or forum with jurisdiction. Any venue or procedure is subject to mandatory consumer and procedural law.

28. Changes and General Provisions

LPG Go may update these Terms for legal, security, operational, or service changes. Material changes will be posted with a new effective date and, when required, an additional notice or renewed consent. Changes do not retroactively remove accrued mandatory rights.

If one provision is unenforceable, the remaining provisions continue to apply and the affected provision will be interpreted as closely as lawful to its purpose. Failure to enforce a provision is not a waiver. LPG Go may assign these Terms in connection with a lawful reorganization, financing, or transfer of the service, with appropriate notice and data-protection measures. Users may not assign an account or obligation without consent.

29. Official Legal References

• Republic Act No. 11592, LPG Industry Regulation Act
• Republic Act No. 7394, Consumer Act of the Philippines
• Republic Act No. 11967, Internet Transactions Act of 2023
• Republic Act No. 8792, Electronic Commerce Act
• Republic Act No. 10173, Data Privacy Act of 2012
• DTI Consumer Complaints

30. Contact

For order or account concerns, use the in-app Support Feedback feature or email lpggo.philippines@gmail.com. For privacy requests, use the same address with the subject "Privacy Request." Safety emergencies should be directed first to local emergency responders when it is unsafe to remain at the location.