1. Delivery Policy
1.1. General Provisions
1.1.1. This Delivery Policy (hereinafter – the “Policy”) regulates the procedure for placing, paying for, and delivering orders made through this website, as well as the responsibilities of the parties.
1.1.2. By placing an order on the website, the user (hereinafter – the “Client”) confirms that they have read and agree with the terms of this Policy.
1.1.3. Delivery is carried out by PT CHITO GASTRO FAMILY (hereinafter – the “Company”). Registered address: Jl. MADE LEBAH, Ubud, 80571.
1.2. Delivery Area and Time
1.2.1. Delivery is carried out within the delivery area specified on the website (map or list of districts).
1.2.2. The Company reserves the right to refuse delivery if the Client’s address is outside the delivery area or access to the address is difficult (gated areas, lack of access roads, etc.).
1.2.3. Delivery operating hours: from 12 PM to 9 PM, unless otherwise stated on the website.
1.2.4. In case of high kitchen workload, adverse weather conditions, traffic jams or other factors, delivery time may be increased. The Company will inform the Client using the contact details provided (phone, messenger).
1.3. Minimum Order Amount and Delivery Fee
1.3.1. The minimum order amount for delivery is indicated on the website or at the time of placing the order.
1.3.2. The delivery fee is indicated separately on the website or calculated automatically when placing the order.
1.3.3. The Company has the right to run promotions and temporarily change the delivery cost or conditions. Up-to-date information is always published on the website.
1.4. Placing an Order
1.4.1. To place an order, the Client provides:
* name;
* phone number;
* delivery address (street, building, landmark, etc.);
* desired delivery time (if such an option is available).
1.4.2. The Client is responsible for the accuracy of the data provided. Incorrect address or phone number may result in delivery delays or cancellation of the order.
1.4.3. The order is considered accepted after confirmation by an operator/system (by phone, in a messenger, or via a message/notification on the website).
1.5. Payment
1.5.1. Available payment methods (cash to the courier, online card payment, other methods) are indicated on the website.
1.5.2. For online payments, the Client is redirected to the payment service page. The Company does not store full bank card details.
1.5.3. If funds cannot be debited in the course of online payment, the order may be cancelled or the payment method may be changed by agreement with the Client.
1.6. Delivery Timeframes
1.6.1. An estimated delivery time is indicated when the order is placed. This is not a guaranteed time, but an approximate interval.
1.6.2. In case of a significant delivery delay, the Company will, where possible, inform the Client and offer solutions (waiting, changing the order, cancellation).
1.7. Order Changes and Cancellation
1.7.1. The Client has the right to change or cancel the order before food preparation has started by contacting the Company using the contact details provided on the website.
1.7.2. If the dishes are already being prepared or have been handed over to the courier, the Company has the right to refuse changes or cancellation of the order or to withhold the actual cost of the dishes already prepared.
1.7.3. If the order is cancelled at the initiative of the Company (for example, due to lack of ingredients or technical problems), the Client will be offered a refund or replacement of the dishes by agreement.
1.8. Food Quality and Claims
1.8.1. The Company undertakes to prepare dishes in accordance with internal quality standards and sanitary regulations.
1.8.2. Upon receiving the order, the Client must check:
* completeness of the order;
* integrity of the packaging;
* conformity with the order in terms of items and quantity.
1.8.3. If any deficiencies are discovered (error in the order, damaged packaging, obviously spoiled product), the Client must contact the Company within a reasonable time, preferably immediately after receiving the order, providing photos/videos and a description of the problem.
1.8.4. The Company considers each request individually and, if the problem is confirmed, may offer:
* replacement of the dish;
* partial or full refund;
* a discount on the next order.
1.9. Liability of the Parties
1.9.1. The Company is responsible for the quality of the prepared dishes and timely transfer of the order to the courier or delivery service.
1.9.2. The Company is not responsible for:
* delivery delays caused by traffic, road conditions, weather and other force majeure circumstances;
* late receipt of the order by the Client through their own fault (absence at the address, incorrect contact details, etc.);
* consequences of consuming dishes if storage and consumption recommendations are violated (for example, if the order was kept unrefrigerated for a long time).
1.9.3. The Client is responsible for the accuracy and relevance of the data provided, and for the security of their contact details and devices used to place the order.
1.9.4. If third-party courier services are used, part of the responsibility for the safety of the order in transit may lie with such a service in accordance with its terms and conditions.
1.10. Changes to the Delivery Policy
1.10.1. The Company has the right to change this Policy at any time. The current version is always posted on the website.
1.10.2. Continued use of the website and placement of orders after changes have been made is deemed acceptance by the Client of the updated terms.
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2. Personal Data Processing Policy
2.1. General Provisions
2.1.1. This Personal Data Processing Policy (hereinafter – the “Personal Data Policy”) describes which data is collected by PT CHITO GASTRO FAMILY, and how and for what purposes this data is used and protected.
2.1.2. By placing an order on the website and/or providing their data, the Client agrees to the terms of personal data processing set out in this Policy.
2.1.3. The Company’s registered address: Jl. MADE LEBAH, Ubud, 80571.
2.2. Data We Collect
2.2.1. When placing an order or sending a request, we may collect the following data:
* first name and (if provided) last name;
* phone number;
* delivery address;
* e-mail (if provided);
* order details (selected dishes, amount, time and method of payment);
* comments to the order or feedback.
2.2.2. When visiting the website, the following technical data may be collected automatically:
* IP address;
* type of device and browser;
* cookies;
* statistics on visits and actions on the website (via analytics systems).
2.3. Purposes of Personal Data Processing
2.3.1. Personal data is processed for the following purposes:
* placing, confirming and fulfilling orders;
* delivering orders to the specified address;
* contacting the Client regarding the order (clarifying details, status notifications);
* processing requests, feedback and claims;
* improving the quality of service, menu and operation of the website;
* informing about special offers and promotions (if the Client has agreed to receive marketing communications);
* complying with legal requirements in the field of accounting, tax and other reporting (where necessary).
2.4. Legal Grounds for Processing
2.4.1. The grounds for processing personal data are:
* the Client’s consent given when placing an order, registering on the website or providing data in any other way;
* necessity for the performance of a contract (provision of services for preparing and delivering food);
* the Company’s legitimate interests (service improvement, protection of rights and legitimate interests).
2.5. Storage and Protection of Personal Data
2.5.1. Personal data is stored for the period necessary to achieve the purposes of processing or until the Client withdraws consent, if this is permitted under applicable law.
2.5.2. The Company takes reasonable organisational and technical measures to protect personal data from unauthorised access, alteration, disclosure or destruction.
2.5.3. Access to personal data is granted only to those employees, partners and contractors who need it to fulfil their duties (preparing and delivering orders, customer support, payment processing, etc.).
2.6. Transfer to Third Parties
2.6.1. Personal data may be transferred to third parties in the following cases:
* to courier services or delivery partners – for fulfilling the delivery of the order;
* to payment systems – for processing payments;
* to analytics services and advertising platforms – in anonymised or minimally necessary form, for statistics and improving advertising;
* in cases required by law (upon request of public authorities, to protect the rights and legitimate interests of the Company).
2.6.2. The Company does not sell personal data to third parties.
2.7. Cookies and Analytics
2.7.1. The website may use cookies and similar technologies for:
* proper operation of the website;
* remembering user preferences;
* analysing traffic and improving the website.
2.7.2. The Client may restrict the use of cookies in their browser settings. In this case, some functions of the website may not work correctly.
2.8. Client’s Rights
2.8.1. The Client has the right to:
* request information about which personal data about them is stored;
* request clarification, update or correction of their data;
* request deletion of their personal data, if this does not contradict legal requirements and does not prevent the fulfilment of obligations under already placed orders;
* withdraw their consent to personal data processing (for future operations).
2.8.2. To exercise these rights, the Client may contact the Company using the contact details specified in section 2.9.
2.9. Contacts for Personal Data Issues
2.9.1. For questions related to personal data processing, the Client may contact the Company:
by e-mail: *[chitoubud@gmail.com](mailto:chitoubud@gmail.com)**;
by phone: *+62 813 3063 2609**.
2.10. Changes to the Personal Data Policy
2.10.1. The Company has the right to make changes to this Personal Data Policy. The updated version is published on the website with an indication of the date of the last update.
2.10.2. Continued use of the website after changes to the Policy constitutes the Client’s acceptance of the new terms.