1. Scope and service
These terms govern ETLALA’s customer app and website for local shopping, orders, delivery, pickup, donations and related features where available. Independent merchants or partners may supply or prepare products; the ordering interface identifies the relevant merchant and service. Our Privacy Policy also applies.
2. Eligibility and accounts
Provide accurate account, contact and delivery information and protect access codes. Visitors may browse available features, while some actions require verification or registration. Protective restrictions may be applied to suspected misuse or fraud, subject to applicable customer rights.
3. Merchants, products and availability
Product information, images, stock and availability depend on the merchant, branch, service area and time. Images may be illustrative. Prices, fees and discounts are displayed before order confirmation, subject to stated eligibility requirements. An item may become unavailable after an order is submitted, in which case available resolution options apply.
4. Placing and accepting orders
Adding an item to a cart does not reserve stock or guarantee acceptance. Orders are submitted for processing after confirmation, according to the selected fulfilment and payment method. Coverage, inventory, branch hours or payment failures may prevent completion. We aim to communicate material changes through available channels.
5. Delivery and pickup
Delivery depends on an eligible address within configured coverage and an available branch. Preparation and arrival estimates are estimates, not guaranteed deadlines unless explicitly stated. Please provide accessible, accurate delivery information and respond to fulfilment-related contact. Pickup is available only where offered for your order.
6. Unavailable items and substitutions
If an item cannot be supplied, the app may offer a substitute, quantity adjustment, refund or cancellation according to the order state. A substitution that creates a new payment obligation must follow the app’s customer-approval flow. Relevant price differences and adjustments are shown where supported.
7. Payments and charges
Accepted payment methods, fees, minimum orders and applicable promotions are presented at checkout. Bank transfer evidence may require verification; uploading a receipt alone does not confirm successful payment. Refunds follow the applicable payment channels and rules. Do not send full payment card credentials or verification codes in chats.
8. Cancellation, refunds and support
Cancellation options depend on order progress, product characteristics, service type and applicable law. Eligible refunds are processed through the appropriate channel; bank or payment-provider posting times may vary. These terms do not limit mandatory consumer rights. Please raise concerns using Help & Support in the app.
9. Wallets, rewards and referrals
Wallets, rewards and referral programs may be offered in some markets. Customer-owned monetary balances are distinct from promotional points. Earning rules, expiry and redemption terms are governed by the actual program terms presented to users. Points related to cancelled or returned orders may be adjusted under disclosed rules, without taking away financial rights guaranteed by law.
10. Coupons and promotions
Promotions may be limited by eligibility, time, location, stock, fulfilment method and disclosed usage caps. Some offers cannot be combined, and applicable restrictions should be shown before confirmation. An advertised offer does not guarantee every product in every branch.
11. Donations
Where donations are available, the app identifies the relevant campaigns, organizations, payment methods and amounts based on the information displayed. ETLALA does not promise a tax benefit or disbursement date without a documented basis. Failed transfers, settlements and any permitted refunds follow campaign details and applicable rules.
12. Reviews and communications
You remain responsible for the reviews, messages and uploaded materials you submit. Abusive, fraudulent or rights-infringing content is prohibited. Content may be moderated or removed under platform rules while respecting applicable rights.
13. Closing accounts and data deletion
Request account deletion in the app or on our Delete account page. An active order or lawful settlement obligation is not automatically cancelled by the request. Necessary settlement and limited justified record retention are explained in the Privacy Policy.
14. Service availability and liability
Some services may be interrupted for maintenance or operational reasons. We seek to provide accurate information, though availability and estimates can change. Nothing in these terms excludes liability or consumer protections that applicable law does not permit us to exclude.
15. Changes and disputes
We may revise terms when the service or legal requirements change. A revised version and date will be published, and additional notice will be given where necessary. Mandatory rules of the relevant service market apply. You may first raise disputes through in-app support without losing access to competent authorities.