Terms of use

About these terms

These terms apply when you use the Tja Go app or website to order from stores, send a parcel or receive a delivery in Suriname. By creating an account or placing an order you agree to them. Stores that sell through Tja Go and riders who deliver with us sign separate agreements.

Tja Go runs the platform and arranges delivery. The food, groceries and other items you order are sold to you by the store you order from; the store is responsible for what it sells, including its quality, labelling and allergens.

Your account

• You must be 18 or older to use Tja Go.
• You sign in with your phone number and a one-time code. Keep your phone and codes to yourself; you are responsible for orders placed from your account.
• Give accurate details, especially your delivery address, phone number and the recipient's name and number.
• We may suspend an account that is used for fraud, abuse of riders or store staff, or repeated unpaid or cancelled orders.

Prices and fees

• Stores set the prices of their items.
• Tja Go may add a delivery fee, a service fee and, for small orders, a small order fee. Every fee is shown before you place the order.
• Where Tja Go charges tax on its fees, the tax is included in the fees shown, not added on top.
• For items sold by weight or when a shopper buys for you, the final total can differ from the estimate. You see the final total before you pay the rider, or before your card payment is completed.

Paying

• You can pay cash on delivery, and by card where we offer it. Each store chooses which of these it accepts, and the app shows them before you order.
• Cash orders are paid to the rider at the door. Please have the amount ready; riders may not carry much change.
• Tips are optional and go to the rider.
• Card payments are handled by our card processor. We do not see or store your card number.

If something is unavailable

When you order, you choose what should happen if an item is unavailable. If the store proposes a replacement, you have 5 minutes to accept or decline it in the app; after that, your choice at checkout applies. You never pay for an item you did not receive.

Cancelling an order

• Free: until the store accepts your order, and for one minute after it accepts.
• While the store is preparing: your cancellation is sent to the store as a request. If the store has already started, you can still cancel, but for card orders a fee equal to the item cost may be kept to pay the store for food it already made.
• When a shopper is buying your items: for card orders the shopper fee may be kept.
• When the order is ready for pickup: for card orders the item cost and the delivery fee may be kept.
• After the rider has collected it: the order can no longer be cancelled. If something is wrong, tell us after delivery.
• For cash orders we do not charge a fee, but after two late cancellations within 30 days you will need to pay by card for future orders.
• Any money not kept is refunded to the way you paid.

Delivery

• Delivery times in the app are estimates. Traffic, weather and busy stores can make an order late.
• Someone must be at the address to receive the order. If you asked for an ID check, the rider will check the recipient's ID and take a photo of it before handing over the order.
• If the rider cannot reach you or the recipient, we may treat the delivery as failed. Our support team then decides fairly whether to refund you in full or in part, or to keep the delivery fee.
• Riders can refuse to hand over an order to someone who is abusive or, where an ID check is required, cannot show ID.

Sending parcels

When you book a courier, you confirm that the parcel is packed safely and contains nothing that is:

• illegal, stolen or counterfeit;
• dangerous (weapons, ammunition, explosives, flammable or toxic substances);
• controlled drugs or medicines without a prescription for the recipient;
• cash, jewellery or other high-value items;
• live animals, or anything too large or heavy for the vehicle size you chose.

Riders may refuse a parcel that breaks these rules. The price of a courier trip is shown before you book, and you pay when you book.

Problems, refunds and reviews

• If an item is missing or wrong, or the order is late, open the order in the app and tap the help button. Please tell us within 24 hours of delivery.
• We review each case. Depending on what happened we may refund you, give you Tja Go credit, or redeliver.
• Reviews must be honest and about your own order. We may remove reviews that are abusive, false or contain personal information.

Using the service fairly

• Treat riders and store staff with respect. Abuse, threats or harassment lead to your account being suspended.
• Do not misuse promo codes, create several accounts to get offers, or try to get refunds you are not owed.
• Do not copy, disrupt or try to break into the app, the website or our systems.

Our responsibility

We take care to run Tja Go well, but we cannot promise it will always be available or error-free. As far as the law allows, our responsibility for a problem with an order is limited to the amount you paid for that order. Nothing in these terms takes away rights you have under the consumer laws of Suriname.

Your information

How we handle your personal information is explained in our privacy policy. You can delete your account at any time (here's how).

Changes and law

We may update these terms when the service changes. If a change matters, we will tell you in the app before it applies. These terms are governed by the laws of Suriname.

Contact

Questions about these terms: support@tjago.me.