pandapro On-Time Promise Programme
Terms and Conditions
Update: 21 January 2025
1. As part of the Surprise Perks, we offer our pandapro subscribers the On-Time Promise programme (“OTP”) where vouchers will be distributed to the eligible users automatically for any eligible delayed order.
2. OTP is subject to the following rules and restrictions:
2.1 OTP is only applicable to orders for food delivery at foodpanda restaurants (including extended delivery), catering orders (including pre-orders) and orders at foodpanda mall and/or pandamart. Pick-up orders are not eligible.
2.2 If the order arrives within 15 minutes after the latest promised delivery time as displayed on the checkout page, no voucher will be granted.
2.3 If the order arrives 15 minutes or more but less than 30 minutes after the latest promised delivery time as displayed on the checkout page, a HKD$10 voucher will be granted.
2.4 If the order arrives 30 minutes or more but less than 60 minutes after the latest promised delivery time as displayed on the checkout page, a HKD$30 voucher will be granted.
2.5 If the order arrives 60 minutes or more after the latest promised delivery time as displayed on the checkout page, a HKD$100 voucher will be granted.
2.6 Order arrival time is based on our system record which is deemed to be final and conclusive.
2.7 Notwithstanding any terms hereunder, OTP is not applicable when:
a. the order is cancelled;
b. account risks or abnormality are identified;
c. the delivery delay is caused by any act, omission or fault of the user;
d. no one is present or available to receive the order;
e. user is uncontactable despite attempts to reach customer via the phone number provided; or
f. there is no suitable or secure location to leave the order.
3. foodpanda shall have the sole discretion to determine the eligibility of users to participate in this programme and the eligibility of any delayed order for the purpose of this programme.
4. Use of vouchers is subject to the applicable terms and conditions.
5. The voucher will be sent to the eligible users within two (2) working days after the order is completed if the rules above are met. If the voucher is not distributed to eligible users due to technical or network errors, please reach out to our Help Centre for assistance.
6. If any fraud, abuse and/or misuse of the OTP by any user is identified, foodpanda reserves the right to revoke or cancel any voucher without notice and to pursue legal action.
7. foodpanda may, at any time without prior notice, suspend or terminate the OTP, and to change any terms and conditions relating to the OTP.
8. Disputes relating to the OTP are subject to the final decision of foodpanda.
9. Platform’s Terms and Conditions shall apply.
10. In case of any discrepancy between the English and Chinese versions of these terms and conditions, the English version shall prevail.