Terms & Conditions

WhyQ Terms & Conditions for Customers

Welcome to the WhyQ (stores.whyq.sg) website and our applications (each our "Service"). This page (together with the documents referred to on it) tells you the terms and conditions on which our Merchant stores (the “Merchants”) supply any of their meals (the "Meals") listed on our site to customers (“You”). Please read these terms and conditions carefully before ordering any Meals from our site. By accessing our site and placing an order You agree to be bound by these terms and conditions and our terms of use policy.

WhyQ Stores is an online B2C community platform with end-to-end ordering and island-wide delivery solutions to empower the F&B community to operate an online business.

If You have any questions relating to these terms and conditions please contact contactus@whyq.sg before You place an order. If You do not accept these terms and conditions in full please do not use our Service.

INFORMATION ABOUT US

PURPOSE

The purpose of our Service is to provide a simple and convenient service to You, linking You to Merchants’ menus and allowing You to order Meals from them. WhyQ markets Meals on behalf of our Merchants, concludes orders on their behalf and delivers the Meals to You.

SERVICE AVAILABILITY

WhyQ Stores offers an ordering and delivery service from our Merchant stores in Singapore. Each Merchant store has a prescribed delivery area. This is to ensure that their Meals reach You when they are at their best. If You live outside the delivery areas, a message will appear on screen notifying You that ordering online will not be possible. We do not accept orders from individuals to a post code in which we do not have a Merchant store. Operating hours will vary depending on local trading conditions and the availability of our Merchants.

ORDERS

When You place an order through our Service, an email and SMS notification will be sent by us, thanking You and confirming that your order has been received (the "Confirmation Email" and "SMS Notification" ). Please ensure that You have given us a correct email address and handphone number as this is how we will communicate with You about your order. Please also ensure that You provide an accurate address to ensure that your Meals arrive at the correct location. If You do not arrive at the delivery location within 15 minutes of your order arriving, we reserve the right to leave the premises, and You will be charged for the Meal. WhyQ seeks to provide a quality service and will be the first contact in the event of a problem with your Meal either in regards to food quality and/or temperature. We do monitor our Merchants very closely and it is of utmost importance to us that they comply with our standards and help us to maintain our reputation. Please let us know if You have any comments relating to our Merchant stores or in respect of the Meals by emailing or calling us.

MEALS

All Meals are subject to availability. WhyQ may offer an alternative for any Meal it cannot provide You with. Our Merchants may use nuts in the preparation of certain Meals. Please call our customer service number prior to ordering if You have an allergy. WhyQ cannot guarantee that any of the Meals sold by our Merchant stores are free of allergens. Customer notes are adhered to by Merchants on a best-effort basis and cannot always be guaranteed.

DELIVERY

Our aim is to provide the best delivery service possible. Unfortunately things do not always go to plan and factors, such as traffic conditions and weather, may occasionally prevent us from achieving our targets in this regard. We will do our best to ensure that your Meal is delivered by the time specified in the email and webpage.

CANCELLATION, EXCHANGE AND REFUND POLICY

No refunds, exchange, cancellations or amendments is applicable once order is accepted by Merchants and payment is completed online. Any order cancelled after this stage will be charged to You and WhyQ alone will determine whether an order that has been accepted qualifies for refunds, exchanges, cancellations or amendments thereafter. The Merchant may cancel any order and we will inform You immediately. You will not be charged for any orders cancelled in accordance with this clause.

To raise a dispute after completing your payment, You may make a request to WhyQ customer support at contactus@whyq.sg. WhyQ will evaluate each dispute on a case-by-case basis to determine whether the issue raised qualifies for remedial action.

PRICING

TPrices on the platform are determined by the Merchants and may differ from prices at their physical stores. Prices are liable to change at any time, but changes will not affect orders in respect of which You have been presented with in the Confirmation Email or SMS Notification. Merchants will normally verify prices as part of the order process. Nonetheless despite our best efforts, some of the Meals listed on our Service may be incorrectly priced. In the case of an obvious pricing mistake, we will notify You as soon as we can. You may choose to cancel your order at this juncture.

On top of the prices of Meals, WhyQ charges You a 3% service fee for the use of our Services, that covers payment gateway and platform maintenance fees. Delivery fees may be applicable to You and vary according to distance, as quoted by 3rd party delivery providers.

PAYMENT

WhyQ typically accepts payment on behalf of our Merchants via online payments from You. Once your order has been confirmed, your credit or debit card will have been authorised and the amount marked for payment to WhyQ. We will then reimburse the amount to our Merchants, minus any outstanding fees that may be incurred for using our Services. We are authorised by our Merchants to accept payment on their behalf and payment of the price of any Meals to us will discharge your obligations to pay such price to the Merchants.

There may be instances where You should make payments directly to the Merchant, for example when the Merchant has declined payment integration (an “Unverified Merchant”) with the WhyQ platform and chooses to collect payment from You themselves. In which case, Unverified Merchants may collect payment from you via cash-on-delivery or other alternative payment modes. WhyQ will notify you clearly on the payment page if the Unverified Merchant will arrange for payment with You directly. If you choose to order from an Unverified Merchant, WhyQ does not assume any liability for any payment or delivery disputes that may arise with You and the Unverified Merchant.

OUR LIABILITY

To the extent permitted by law, WhyQ provides our Service and content on an "as-is" and "as available" basis and we make no representation or warranty of any kind, express or implied, regarding the content or availability of our Service, or that it will be timely or error-free or that defects will be corrected. Subject as provided below, neither WhyQ nor any Merchants shall have any liability to you for any direct, indirect, special or consequential losses or damages arising in contract, tort (including negligence) or otherwise arising from your use of or your inability to use our Service. In the event that WhyQ or the Merchant is found to be liable to you our total aggregate liability is limited to the purchase price of the Meals you have paid for in your order. This does not include or limit in any way WhyQ's or any Merchants’ liability for any matter for which it would be illegal for us or it to exclude, or attempt to exclude, our or its liability, including liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation.

Verified Merchants

Verified Merchants are merchants who have duly submitted official business documents to the WhyQ Merchant Team to verify the legitimacy of their business. Verified Merchants also have delivery and payment integrations with WhyQ. As such, WhyQ will be assisting You for any payment or delivery enquiries, disputes that may arise from your order.

Verified Merchants are easily identifiable with a “Verified” status and a blue tick next to their store name.

Unverified Merchants

Unverified Merchants are merchants who have not submitted their official business documents to the WhyQ Merchant Team to verify the legitimacy of their business. Unverified Merchants also do not have payment and delivery integrations with WhyQ and manage these processes themselves. As such, You may deal directly with the merchant for any enquiries, disputes that may arise. If you choose to order from an Unverified Merchant, WhyQ does not assume any liability for any payment or delivery disputes that may arise with You and the Unverified Merchant.

EVENTS OUTSIDE OUR CONTROL

No party shall be liable to the other for any delay or non-performance of its obligations under this Agreement arising from any cause beyond its control including, without limitation, any of the following: act of God, governmental act, war, fire, flood, explosion or civil commotion.

WAIVER

Neither you, WhyQ nor the Merchants shall be responsible to the other for any delay or non-performance of its obligations under this agreement arising from any cause beyond its control including, without limitation, any of the following: act of God, governmental act, war, fire, flood, explosion or civil commotion.

WhyQ shall not be liable in the event of late delivery or non-delivery of food and beverage items that you order by reason of erroneous delivery details entered by you on our Site.

SEVERABILITY

If any provision of this agreement is judged to be illegal or unenforceable, the continuation in full force and effect of the remainder of the provisions shall not be prejudiced.

ENTIRE AGREEMENT

These terms contain the whole agreement between the parties relating to its subject matter and supersede all prior agreements, arrangements and understandings between the parties relating to that subject matter.

OUR RIGHT TO VARY THESE TERMS AND CONDITIONS

WhyQ may revise these terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are binding on you.

JURISDICTION AND APPLICABLE LAW

The Singapore courts will have jurisdiction over any claim arising from, or related to, any use of our Services. These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of Singapore.