Terms of Service

Last updated: 10 August 2026

These terms govern your use of the Eatgo mobile application and the Eatgo food ordering and delivery service (the "Service"), operated by Eatgo Food Delivery Limited ("Eatgo", "we", "us"). By creating an account or placing an order, you agree to these terms.

1. The Service

Eatgo allows you to order food and drinks from participating restaurants and to have them delivered to an address you specify. The food is prepared by the restaurant. Delivery is arranged by Eatgo. Self-collection from the restaurant is not offered; every order is a delivery order.

Service area. Eatgo delivers on Ma Wan, Hong Kong only. We cannot accept delivery orders to addresses outside the service area, and an address that falls outside it will not be selectable at checkout.

2. Eligibility and Account

• You must be at least 18 years old, or have the consent of a parent or guardian, to use the Service.
• You must provide accurate account, contact and delivery information, and keep it up to date.
• You are responsible for activity on your account. Your account is verified by one-time code sent to your mobile number; keep access to that number secure.
• You may not transfer your account to another person.
• Your account can be signed in on one device at a time. Signing in on a new device signs you out of the previous one; this is by design and is not a fault.
• You may delete your account at any time, in the app or by contacting us. Deletion is permanent and forfeits any unused promotional codes — see our Privacy Policy.

3. Placing an Order

Submitting an order is an offer to purchase. A binding contract is formed only when the restaurant accepts the order. If the restaurant does not accept within the time allowed, or rejects the order, the order is cancelled and any payment taken is refunded.

Unpaid orders. Payment is taken at checkout. If you submit an order but do not complete payment within 60 minutes, the order is cancelled automatically and is not sent to the restaurant.

Menu items, prices and availability are supplied by the restaurant and may change. If an item becomes unavailable after you order, we or the restaurant will contact you and, where the order cannot be fulfilled, it will be cancelled and refunded.

4. Prices, Fees and Payment

• All prices are in Hong Kong Dollars (HKD).
• A delivery fee applies to orders. It is shown before you confirm your order, and may be reduced or waived under a promotion then in effect.
• A platform service fee applies to orders. It is calculated on the order subtotal and is shown separately before you confirm your order.
• Promotional codes and discounts apply to the items subtotal or to the delivery fee, subject to the conditions of each promotion. They do not reduce the platform service fee.
• The total payable is shown to you before you confirm. By confirming, you authorise us to charge that amount.

Payment is taken online through our third-party payment service provider. We do not receive or store your card details. If payment is not successfully completed, the order will not proceed.

4.1 Promotional codes

Promotional codes may be claimed by entering a code, or issued by us to your account. Unless the promotion says otherwise:

• Codes cannot be exchanged for cash, transferred or sold, and no change is given.
• Each code has an expiry date. Expired codes are not reissued.
• A code may require a minimum order value, and may apply only to selected restaurants.
• Only one code may be used per order.
• The number of uses per customer, and in total across all customers, may be limited.
• If an order is cancelled, the code used on it is normally returned to your account, subject to its original expiry date.
• Unused codes are forfeited if your account is deleted or closed.

We may withdraw a promotion, cancel codes and suspend an account where we find fraud, abuse, or the use of multiple accounts to claim promotions.

5. Delivery

• Delivery times shown are estimates and are not guaranteed. They depend on restaurant preparation, traffic and weather.
• You must ensure that the delivery address, floor, unit and recipient contact number are correct and that someone is available to receive the order.
• If the rider cannot reach you or gain access after reasonable attempts, the order may be treated as delivered and no refund will be given.
• All orders are delivered by Eatgo. You cannot choose to collect an order from the restaurant yourself.

6. Cancellation and Refunds

• You may cancel an order before the restaurant has accepted it, and any payment taken will be refunded.
• Once the restaurant has accepted and begun preparing your order, it generally cannot be cancelled, because the food has been made for you.
• If we or the restaurant cancel your order, or the order cannot be delivered through no fault of yours, you will be refunded in full.
• If your order arrives materially incorrect, incomplete or unfit to eat, contact us as soon as possible and we will investigate and, where appropriate, arrange a refund or credit.
• Refunds are made to the original payment method. Once a refund is approved we process it with our payment provider; it typically takes several business days to reach you, depending on your card issuer or wallet provider.

7. Food Safety and Allergens

Food is prepared by the restaurant, which is responsible for its preparation, quality, description and allergen information. If you have a food allergy or intolerance, contact the restaurant directly before ordering. We cannot guarantee that any item is free from any given allergen.

Do not rely on the order notes field to tell a restaurant about a serious allergy. A kitchen may prepare several allergens side by side, and we cannot rule out cross-contact.

Notes to the restaurant. Any note you add to an item is a request that the restaurant will try to accommodate. It is not a guarantee, and a restaurant may be unable to follow it because of its kitchen process, ingredients or how busy it is. A note that was not followed is not by itself grounds for a refund.

8. Acceptable Use

You must not:

• Place fraudulent, malicious or repeated bad-faith orders, including orders you do not intend to receive or pay for.
• Abuse, threaten or harass restaurant staff, riders or our support team.
• Misuse promotional codes, including creating multiple accounts to claim promotions.
• Interfere with, probe or attempt to gain unauthorised access to the Service.

We may suspend, restrict or close an account that breaches these terms, and may decline to accept further orders from it.

9. Liability

We provide the Service with reasonable care and skill. To the extent permitted by law, we are not liable for indirect or consequential loss, or for loss arising from matters outside our reasonable control, including restaurant closure, adverse weather, traffic conditions or third-party service failures. Our total liability in connection with any order shall not exceed the total amount paid for that order.

Nothing in these terms excludes or limits liability that cannot be excluded or limited under Hong Kong law, including liability for death or personal injury caused by negligence, or for fraud.

10. Changes to These Terms

We may amend these terms. The current version is always published at eatgodelivery.com/terms. Continuing to use the Service after a change takes effect means you accept the amended terms.

11. Governing Law

These terms are governed by the laws of the Hong Kong Special Administrative Region, and the courts of Hong Kong shall have exclusive jurisdiction.

12. Contact