POLICIES &

PROCEDURES MANUAL

toktok CUSTOMER
HANDBOOK AND DOCUMENT MANAGEMENT
(SENDER & RECIPIENT)

toktok

10/F Inoza Tower, 40th St., Bonifacio Global City, Taguig City
MESSAGE

Courier is a booming industry in today’s world which is aligned to the rapid development of the online businesses.
It is our privilege to offer toktok as your Delivery Logistics Partner as we are committed to delivering your packages
safe and secured. toktok is designed to make booking deliveries and ordering of food easier without the hassle of
going out. These things made possible through our customers who helped us build a foundation towards
excellence, growth, development, and by having strong respect from everyone. On the counterpart of building this
relationship, toktok provides the changing needs of every Filipinos and maintains the Customer’s satisfaction. We
believe that successful logistics services are achieved through a balance of significant experience, a working
knowledge of today’s best practices and with the help of our modern technology. Rest assured that toktok will
strive to create the best possible experience for you and will make these things for improvements. toktok will
maintain its services most conveniently. The trust you have given toktok will be our keystone to our business and
as well as our long-lasting relationship with you as we strive to remain the most Reliable Delivery Logistic Partner.
Together we will make the world a better place for us. “Mabilisang Padala, ipa-toktok mo na ‘yan!”

This handbook contains vital information you will need to know with life as a Customer of toktok, in the Company,
and toktok’s offered services.

Prefaced by the toktok Philosophy, Mission and Vision, the toktok Customer Handbook is a veritable gateway to
our ka-toktok’s growth and progress.

Your important role in the Company as our “ka-toktok” is likewise spelled out in this handbook. It is hoped that this
will serve as your guide while availing toktok’s services.

Mr. Carlito Macadangdang

Founder

Mr. Jonathan So
Founder
TABLE OF CONTENTS
MESSAGE Mr. Carlito Macadangdang
Founder

Mr. Jonathan So
Founder

Section 1 General Directives

1.1 The toktok Philosophy
1.2 Vision
1.3 Mission
Section 2 Terms and Conditions
2.1 Definitions
2.2 Use of the Application
2.3 User’s Accountability
2.4 User’s Guidelines
2.5 Account Setup
2.6 Account and System Error
2.7 Deactivation of Account
2.8 Reactivation of Account
Section 3 Payment Method
3.1 Cash on Delivery (COD)
3.2 G-Cash Powerpay
Section 4 Booking Guidelines
4.1 How to set up booking transaction
4.2 Factors to Consider upon booking
4.3 Booking Fare
4.4 Delivery Status
Section 5 Pick-up Guidelines
5.1 Waiting Time
5.2 Endorsing the item
5.3 Right of Sender to refuse to pursue with the transaction
5.4 Right of Rider to refuse to accept the package
5.5 Delivery Rate
Section 6 Delivery Guidelines
6.1 Waiting Time
6.2 Delivery item(s) returned to Sender
6.3 Failed Deliveries
 6.4 Other Fees
6.5 Rider’s Performance Rating
Section 7 Receiving of Items
7.1 Scrutinize safety measures of the item(s)
7.2 Right of Recipient to Refuse
7.3 Unauthorized Collection
Section 8 Cancelled Booking
8.1 How to Cancel Delivery
8.2 Customer did the Cancelation
Section 9 Prohibited and Non-Prohibited Item/s for delivery
Section 10 Customer’s Code of Ethics
Section 11 toktok Help Center
Postlude
SECTION 1

GENERAL DIRECTIVES

All Customers of toktok helped us build our foundation towards excellence by means of maintaining our reputation
for trust, reliability and providing quality Delivery Logistics Services. He/she is expected to know the Philosophy,
Vision and Mission of the Company.

1.1 THE toktok PHILOSOPHY

As a courier Company, toktok believes that creating a reliable, safe, on-time and quality pick-up and
delivery services is an instrument for the development of the citizenry and for the enhancement of nation
building. It believes that offering jobs to as many Filipinos with the meaningful growth and transformation
of the country are best achieved in an atmosphere of brotherhood, peace, freedom and justice, imbued
with the spirit of humanist internationalism.

1.2 Vision
toktok envisions itself as a pre-eminent national and international leader in the courier industry dedicated
in providing highest quality services both to our country and international community and be a conduit in
providing earnings to as many Filipinos and foreigners alike.

1.3 Mission
The Mission of toktok is to offer high-quality pick-up and delivery services that are responsive to the
changing needs of the Filipinos to enable them to live an easy life

toktok aims to share its earnings to as many individuals in the same manner that the Company is
achieving its goals and ambitions in helping the society improve their lives
SECTION 2

TERMS AND CONDITIONS

As a user of the toktok application, you hereby agree and cohere to the following Terms and Conditions. The
agreement applies to your use of Service provided.

2.1 Definition of Terms:

In this Terms and Conditions, the following words shall have attributed meanings below:
2.1.1 “toktok” is courier service provider that offers high quality pick-up and delivery
services that are responsive to the changing needs of the Filipinos to enable them to live an easy
life.
2.1.2 “Rider” is a logistics partner of toktok that helps to provide the changing needs of every
Filipinos by means of delivering the purchased order(s) right to their doorsteps.
2.1.3 “Application” refers to the relevant mobile application(s) made available for
download by User and Rider.
2.1.4 “Service” refers to the offered services of toktok by means of providing electronically software
2.1.5 “Customer” means any natural or juridical person who installs a copy of software on a
mobile device and obtain its services offered.
2.1.6 “Personal Data” is any information that can be used to specify you. This includes
but it is not limited to your full name, residence address, and contact number
2.1.7 “Sender” refers to a person that sends out the item/package
2.1.8 “Recipient” refers to a person that receives that item/package

2.2 Use of the Application

2.2.1 User is sanctioned to install a copy of the application on User’s mobile device and to book thru
the website to access its offered services. User should not use this to any commercial purposes,
other than its license to use the application as herein provided, authorized/registered user only
are allowed to access its license and agrees to its Terms and Conditions included herein, all rights
are legally reserved for toktok. User shall not:
2.2.1.1 Transferring copies of Application such as its license for any purpose that may serve to
other third parties;
2.2.1.2 Application shall not be subject for sublicense, sell, distribute or commercially used or
make available to any third parties
2.2.1.3 Shall not construct reverse engineering, or any derivative works related to this
Application or Software
2.2.1.4 Intrude the normal operation of the application or exporting private data, copying
program codes for commercial purposes, databases, and scripts found on this website.
2.2.1.5 Uploading or sending out any kind of computer viruses, unsuitable codes that may
destroy application’s content.
2.2.1.6 This prohibition includes, but are not limited to, any text, logos, photographic content
available on this Application
 2.2.1.7 Use of Application is subject to change, by all means toktok can automatically make
changes without prior notice but announcements shall be made.

2.3 User’s Accountability

Upon registration, customer may access its platforms and services. You agree that you have read and
accepted the terms and conditions.
2.3.1 Platforms
2.3.1.1 Platforms may be used by natural or juridical person who have reached 18 years of age
and above, legal corporation/legal corporate individuals
2.3.1.2 Users below the age of 18 years of age must obtain consent(s) from legal parents or
guardian(s) and shall agree to take responsibility of actions and any charges that may
apply.
2.3.1.3 If and only if the user tends to represent any person on behalf of his/her purchased
order, toktok must not be liable to any conflict of action between the representative
and the actual user.
2.3.1.4 Using the Application/Platform to cause any nuisance, annoyance, inconvenience or to
make fake booking are strictly prohibited and punishable under the Customer’s Code of
Ethics.
2.3.2 Account and Security
The Customer is required to submit personal data to toktok in order to use the functions and
services included in the application and the Customer confirms that the personal data provided is
newest, complete and accurate.
2.3.2.1 Customers need to register for a toktok Customer Account prior using its offered
services; thus, only registered user shall be the administrative in charge to use the
offered services of the App. On the other hand, toktok will not be liable to any
involvement of infringement security connected to one’s account.
2.3.2.2 When you register to the toktok Customer Account, some personal information will be
required such as email address, mobile number, and password.
2.3.2.3 The Customer should not share his/her account to anyone especially the password.
Customer is the one liable in keeping passwords and personal data safe.
2.3.2.4 The Customer agrees that the submitted name and contact number will be used for the
purpose of fulfilling his/her orders pursuant to its obligations and any relevant purposes
that it may serve.
2.3.2.5 Customer agrees that only the authorized personnel of toktok will access your account
information/personal information collected during the registration.
2.3.2.6 Customer agrees to inform us immediately for any unauthorized use of his/her
Customer Account or any other form of infringement security.
2.3.2.7 Customer agrees that toktok may for any reason, in its sole discretion, immediately
terminate, dismiss or eliminate one’s account from the System once proven that
contents are inadequately associated with illegal transactions;
2.3.2.7.1 Rude behavior towards Rider/s, Operator/s and toktok Employees
 2.3.2.7.2 Using toktok’s Customer Account for illegal, infringement, bribery,
threatening, harassing, or any abusive purposes may be defined.
2.3.2.7.3 All contents associated in the System/Application is sole property of toktok
wherein the Customer shall not use including and not limited to copying,
distribute, amends, redevelop, reverse engineering, and sell any contents
displayed in this System/Application and shall not commercially serve to
any third parties.
2.3.2.7.4 All terms, company logo, company name, images, and trademarks associated
with toktok Application including Platforms and Services and/or intellectual
properties of toktok. Rigorously prohibited to revise, redevelop, upload,
and/or unintended/unauthorized use of Company logo, company name, and
trademarks incorporated with toktok Application including Platforms and
Services. If these acts illegally arise, it will constitute material
breach/infringement in this Agreement.
2.3.2.7.5 If the legal execution arises and/or intended lawful purposes are aligned,
toktok will automatically terminate one’s account.

2.4 User’s Guidelines

2.4.1 As a User shall guarantees that he/she the true owner of the items.
2.4.2 the User shall ensure that the items are adequately prepared and secured to withstand the
reasonable duress.
2.4.3 The User shall seal any content with extra care to avoid breakage, tearing, spilling, leakage
or any other nature damages.

2.5 Account Setup

This guideline enables you to start your journey with a safe and fast delivery transaction by using our
toktok Customer Application. Monitoring and tracking the movement of your transaction can be easily
identified by using the application.
2.5.1 How to Use toktok Application
2.5.1.1 Download the application in the play store.
2.5.1.2 Login by using your preferred mobile number, then key in the verification code that has
been sent to your mobile number.
2.5.1.3 Ensure to answer the primary details needed such as (Name, Email-address, unique
password, repeat password, including the referral code).
2.5.1.4 After signing up successfully, you can now start your journey the delivery application;
referred in Clause 4.1: How to set up booking transaction.
2.5.3 Error in Logging in
2.5.2.1 Check the internet connection;
2.5.2.2 Check the application settings; ensure that the toktok application can access your
internet connection.
2.5.2.3 Double-check your password; if the system detected an invalid password, you could use
the “Forgot Password” referred to in clauses 2.5.1.
 2.5.2.4 For any concerns and speedy assistance, you may contact our toktok Customer Help
Center thru the following:

Send email to: [email protected]

Subject : INQUIRY – (Customer’s Name)
Trunk line: 8424.86.17
Call/Send SMS to: (smart) 09614938304 / 09614938309 /09614938313
(globe) 09569188903/ 09569188906/ 09569188904
FB Messenger Account: https://www.facebook.com/toktokCsr.ph/

2.6 Account and System Error

2.6.1 In case you forgot your account’s password you could use “Forgot Password” as an option, this
can be seen after invalid password attempts.
2.6.1.1 Key in the six (6) digit confirmation code sent to your registered mobile number, it will
then ask for your new password right after you activate the given confirmation code.
2.6.2 Setting up your New Password
2.6.2.1 Key in your new password with a minimum of 8 characters; no special characters
required (e.g. number, capital/small letter, asterisk, etc.)
2.6.2.2 In case you need assistance, don’t hesitate to contact our Customer Service
Representatives referred in Section 11: toktok Help Center
2.6.3 Customer who is blocked in the system due to system error may send an email to our toktok
Customer Help Center thru the following:

Send email to [email protected]

Trunk line: 8424.86.17
Call/Send SMS to: (smart) 09614938304 / 09614938309 /09614938313
(globe) 09569188903/ 09569188906/ 09569188904
FB Messenger Account: https://www.facebook.com/toktokCsr.ph/

2.7 Deactivation/Termination of Account

2.7.1 Inadequate cancelation of orders may lead to termination of account; see Clauses 8.2: Customer
did the cancelation.
2.7.2 If a Customer accidentally deactivated his/her account, he/she may call our toktok Customer
Help Center for proper assistance.
Reminder: Once deactivated, your account becomes inaccessible and permanently closed.
2.7.3 Customer’s Account may be terminated once the Customer violated the Terms and Conditions.

2.8 Reactivation of Account

2.8.1 If the Customer decided to reactivate his/her toktok account, he/she shall
send an email or call our toktok Customer Help Center at:

Send email to [email protected]

Subject: REQUEST TO RE-ACTIVATE ACCOUNT – (CUSTOMER’S NAME)
 Trunk line: 8424.86.17
Call/Send SMS to: (smart) 09614938304 / 09614938309 /09614938313
(globe) 09569188903/ 09569188906/ 09569188904
FB Messenger Account: https://www.facebook.com/toktokCsr.ph/

SECTION 3

PAYMENT METHOD

3.1 Cash Payments

When purchasing an order, either the Recipient or the Sender makes the payment for the booking
transaction. Thus, this payment method offers Customers (Sender and/or Recipient) an advantage of
wondering if the booking fare was successfully deducted to his/her online payment portal.

3.1.1 How to use Cash on Delivery Service

3.1.1.1 Open the toktok application, enter the pick-up details such as Sender’s
address, name of sender, mobile number and make sure that it is accurate.
3.1.1.2 Provide the complete address of the Recipient.
3.1.1.3 You can choose either your delivery could be As Soon As Possible or Scheduled Delivery;
3.1.1.3.1 “As Soon As Possible” (ASAP) there is no specific time
required and it can be delivered based on Riders set of deliveries
within that day of transaction. Moreover, there’s no additional charge for
this.
3.1.1.5.2 “Scheduled Delivery” Sender/Recipient will be the one in charge for
setting its preferred date and time of delivery. *No additional payment,
required*
3.1.1.6 You can also indicate special note(s)/instruction(s). Note: please be cautious in providing
details especially when declaring the details of your package.
3.1.1.7 Choose who will be assigned to pay the transaction between Sender
and Recipient then, click “Confirm” to process the transaction.

3.1.2 Rider has the right to cancel your purchase order if Sender/Recipient cannot
Provide the full payment.
3.1.2.1 Items that are not successfully paid within the day it was delivered, can
be retrieve by booking another transaction in the following days.

3.2 G-Cash Powerpay

Cashless payment method may also apply to toktok’s offered services or while accessing delivery
transaction(s) by means of having G-Cash verified account. The advantage of this method, is that it
 ensures his/her digital transaction(s) are electronically recorded that can be used as a reference for some
inevitable instances.
3.2.1 Steps on how to pay via G-Cash Powerpay
3.2.1.1 Using toktok mobile App, click “Recipient” to fill in recipient’s details
3.2.1.2 Next, click Payment Method then choose “G-cash Powerpay”
3.2.1.3 Then, proceed to next steps to complete setting up your booking details
3.2.2 Reminders when accessing G-Cash Powerpay
3.2.2.1 This payment method is only applicable for G-Cash Powerpay user(s)
3.2.2.2 Ensure that your G-Cash Powerpay account is “Fully Registered” and number used is a
“G-Cash Verified Number”.
3.2.2.3 To avoid conflicts, make sure that your G-Cash Powerpay account has an enough
balance to smoothly process your transaction
3.2.3 In case you experience difficulties upon using your G-Cash Powerpay as a payment option, don’t
hesitate to contact our toktok Help Center thru the following:

Send email to [email protected]

Subject: G-CASH CONCERN – (CUSTOMER’S NAME)
Trunk line: 8424.86.17
Call/Send SMS to: (smart) 09614938304 / 09614938309 /09614938313
(globe) 09569188903/ 09569188906/ 09569188904
FB Messenger Account: https://www.facebook.com/toktokCsr.ph/

SECTION 4

BOOKING GUIDELINESS

4.1 How to set up booking transaction

4.1.1 How to book using the Customer App
4.1.1.1 Click the “Pick-up”, key in the Sender’s pick -up address
4.1.1.2 You can choose what type of pick-up transaction you want, either
“As Soon as Possible” (ASAP) or “Scheduled”; referred in Clauses 4.1.2: Order Type.
4.1.1.3 Key in the Sender’s details, make sure to indicate nearest landmark, Sender’s name,
registered mobile number, then click “Confirm” after filling in.
4.1.1.4 Next step, start answering the drop off details;
4.1.1.5 Click “Going to” then fill in Recipient’s address;
4.1.1.6 Next, enter Recipient’s nearest landmark, Recipient’s name and mobile number;
4.1.1.7 Next, “Collect Payment from” choose between Recipient and Sender on whom the Rider
will collect the payment.
4.1.1.8 Choose what type of package you’ll endorse to Rider (e.g. document, food, clothing,
and others); you may also include special note(s)/instruction(s) in the comment box.
 4.1.1.9 Then click, “book” after filling in the Recipient’s details to process your booking
Transaction.
4.1.1.10 Customer may opt to click “Express Delivery” with a Forty Pesos (PhP. 40.00) charge on
top of the delivery fee.

4.1.2 How to book using the toktok Website.

4.1.2.1 Go to toktok.ph and click “Book A Delivery”.
4.1.2.2 Upon accessing the booking site, user may choose whether his/her booking will be
“ASAP” and/or “Scheduled Time”; referred in Clauses 4.1.3.
4.1.2.3 Next, fill in the pick-up details such as Sender’s name, contact number and nearest
landmark.
4.1.2.4 Next, fill in the drop-off details such as intended Recipient’s address, Recipient’s name,
contact number and nearest landmark.
4.1.2.5 Next, choose to whom the Rider will collect the payment; either from the Sender or
from Recipient.
4.1.2.6 After choosing, fill in the item description; then, delivery fee will automatically show up
after completing the details needed.
4.1.2.7 Lastly, click “Book Now” to proceed his/her booking transaction.
4.1.2.8 Customer may opt to click “Express Delivery” with a Forty Pesos (PhP. 40.00) charge on
top of the delivery fee.

4.1.3 Order Type

4.1.3.1 Under this category, you may choose “As soon as Possible” wherein there is no specific
time required and it can be delivered based on Riders set of delivery within that day of
transaction.
4.1.3.2 “Scheduled Delivery” as toktok aims to simplify and help Filipinos lives easier, toktok has
created the Scheduled Delivery command wherein the Sender and/or the Recipient may
choose their preferred date and time of delivery. (No additional payment required)

4.2 Factors to Consider upon booking

Sender/Recipient must always be cautious with the specific factors of the booking details. Thus,
Customers must consider the following factors;
4.2.1 Knowledgeable about Estimated time of Delivery (ETD) and Estimated time of Arrival
(ETA) considering aspects like curfew, delivery protocols being implemented by the Local
Government of a particular City/Municipality.
4.2.2 Dimension/Weight of the item/package if the Rider’s vehicle is capable of
conveying the item/package with the defined distance.
4.2.3 Content of the item/package must be in detailed.
4.2.4 Customer must be cautious with the note/special instructions specified in the booking.
4.3 Booking Fare
4.3.1 Upon booking the Sender will decide from whom shall the payment will be collected. Either from
the Sender or from the Recipient
4.3.2 Rider shall not ask for additional payment aside from the booking fare; likewise, customer is not
obliged and/or responsible for any additional payment that may occur
4.3.3 Booking fare will only vary based on the delivery rate of toktok depending on the distance from
the pick-up location to delivery location; referred in Article 5.5: Delivery Rate

4.4 Delivery Status

In this article, you will able to find out on how to track your delivery. Following guidelines are attributed
below;
4.4.1 Using your mobile application, click the Menu bar to pop up the side menus;
4.4.2 Click “My Deliveries”
4.4.3 Then, you will see your delivery status;
4.4.3.1 Delivery status is synchronously aligned however, changes may vary if the designated
Rider doesn’t update the delivery status on his/her account.
4.4.3.2 In case the Rider neglected to update the delivery status using the application, you can
send him/her a direct SMS or phone call through contact number provided in Rider’s
Information and/or may contact our toktok Customer Help Center thru the following:

Send email to [email protected]

Subject: DELIVERY CONCERN – (CUSTOMER’S NAME)
Trunk line: 8424.86.17
Call/Send SMS to: (smart) 09614938304 / 09614938309 /09614938313
(globe) 09569188903/ 09569188906/ 09569188904
FB Messenger Account: https://www.facebook.com/toktokCsr.ph/

SECTION 5

PICK-UP GUIDELINES

5.1 Waiting time

5.1.1 Rider has maximum of thirty (30) minutes of waiting time to wait for sender to
endorse his/her item(s).
5.1.1.1 Rider may have the right to cancel the order after providing at least three (3) calls and
three (3) SMS but still got no response from the Sender.
5.1.1.2 Rider must send a message upon the cancelation of order due to Sender’s absence.
Thus, cancellation due to “No Show” of Customer may lead to one count of cancellation
on the month the booking was made.
5.1.1.3 If Sender wants to pursue with the delivery, he/she shall book another delivery
transaction.

5.2 Endorsing the item to Rider

5.2.1 Customer shall ensure that the item is in good condition before endorsing it to Rider.
 5.2.2 Protective measures are needed for fragile items that require special storage and solid
packaging due to their fragile nature. These goods can be and are not restricted to (glass items,
marbles, small porcelains, or any valuable collectibles) toktok will not be liable for possible
damages related to such deliveries.
5.2.3 Sender shall state the declared value for his/her package/s upon endorsing to the Rider; declared
value will be the basis in case of claims for any damages and/or loss item/s; Please refer to Article
11.7.1, “things to consider in case the Customer files for a claim”.
5.2.4 Make sure that the items are sealed properly to avoid damage during transit.
5.2.5 If the endorsed package/s has a Cash inside, the Sender shall comply with the Terms and
Conditions in Article 9.2.4.1 under Section 9.

5.3 Right of Sender to refuse to pursue with the transaction

5.3.1 Sender has the right to refuse to pursue with the transaction if the Rider showed on the day of
transaction is not the Rider indicated in his/her booking details, given that Rider’s identity can be
seen on the Customer’s App.
5.3.2 If and only if the Rider doesn’t have any of the following Rider fundamentals as stated below,
Sender has the right to decline his/her booking.
5.3.2.1 Must have their registered company ID.
5.3.2.2 Must have toktok merchandise items such as toktok insulated bag, toktok sticker, and
toktok Uniform/Vest.

5.4 Right of Rider to Refuse to accept the package

5.4.1 Rider has the right to refuse to accept the package if any of the following is mentioned;
5.4.1.1 Rider has the right to refuse to accept the delivery if the item/package is outside the
allowed dimensions. (more than 20 kls. Bigger than 20x20x20)
5.4.1.2 Rider has the right to refuse to accept the item/package after accepting the booking if
in case he/she has doubts and suppose that the item/package for delivery is too
suspicious that may be an avenue for a felonious doing (this may only apply when the
Rider already reached the Sender’s address and beheld the actual commodity for
delivery).
5.4.1.3 If the details of the item given upon booking are not accurate to the actual item
endorsed by the Sender upon picking the item.
5.4.1.4 If the Sender doesn’t comply with the constraints stated under Article 4.2.
5.4.1.5 If the Sender doesn’t show up within the specified waiting time; under Article 5.1.
5.4.2 Rider has the right to know the accurate details of the package(s) to ensure the safety of both
parties (Customer and toktok Rider).
5.4.2.1 In case the Customer doesn’t comply with the aforementioned statement, Rider will not
be liable to any involvement of illegal issues in line with the endorsed item(s).
5.5 Delivery Rate
5.5.1 Delivery rate will vary depending on the following:
5.5.1.1 Distance from the pick-up location to delivery location
5.5.1.2 PhP 60.00 for the base rate and PhP 5.00 for every succeeding kilometer/s

5.5.2 Express Fee

5.5.2.1 Customer may choose an Express delivery upon setting up a booking transaction.
5.5.2.2 In express delivery, your order will be placed at a higher priority
5.5.2.3 Express delivery has an additional PhP 40.00 charge on top of your booking fare;(rate
may change prior notice).

*Sample Computation:

Without Express Fee With Express Fee

Booking fare 100.00 Booking fare 100.00
Express fee 0.00 Express fee 40.00
TOTAL BOOKING FARE 100.00 TOTAL BOOKING FARE 140.00

5.5.3 In the event that the Rider failed to deliver the item/package within the day, Customer may
contact our toktok Customer Help Center thru the following:

Send email to [email protected]

Subject: UNDELIVERED ITEM – (CUSTOMER’S NAME)
Trunk line: 8424.86.17
Call/Send SMS to: (smart) 09614938304 / 09614938309 /09614938313
(globe) 09569188903/ 09569188906/ 09569188904
FB Messenger Account: https://www.facebook.com/toktokCsr.ph/

SECTION 6

Delivery Guidelines
It is apprehended that our Business Partners offer their goods in specific delivery areas, moreover delivery areas
may vary according to your delivery address provided.

6.1 Waiting Time

6.1.1 Rider has maximum of thirty (30) minutes waiting time to wait for recipient
6.1.1 Rider has a maximum waiting time of thirty (30) minutes for the Recipient to accept the
item/package.
6.1.2 Rider shall call and send SMS to the Recipient at least three (3) times.
6.1.3 If the Recipient failed to meet with the Rider after thirty (30) minutes without any
response, the Rider would have the right to return the item to the Sender as the Rider
 did his part of arriving in the delivery point at the agreed time (Rider must be equipped
with Screenshots of their conversation and call log history to client).
6.1.4 In the event that the Recipient does not respond to the Rider’s calls and SMS regarding
the delivery and the booking is on a “Collect Payment from Recipient” scheme,
therefore, Rider shall go back to the Sender to claim the delivery fee and this shall be
considered as successful transaction.

6.2 Delivery item(s) returned to Sender

6.2.1 The Rider will hand over the item if and only if any person designated to receive the item is
present on behalf of the Recipient; in the event that intended recipient doesn’t show up on the
day of his/her delivery, below are the things to consider:
6.2.1.1 Item(s) that are not successfully delivered due to Recipient’s absence, is still considered
as “Successful Transaction”.
6.2.1.1.1 In the event that the Recipient does not respond to the Rider’s calls and SMS
regarding the delivery and the booking is on a “Collect Payment from
Recipient” scheme, therefore, Rider shall go back to the Sender to claim the
delivery fee and this shall be considered as successful transaction.
6.2.1.1.2 Item(s) must be returned to Sender on the same day.
6.2.1.1.3 Upon returning the undelivered item(s), Sender shall be charged for another
delivery fare. Please refer to the mathematical instance below:

Successful Delivery Return to Sender

Booking fare 100.00 Booking fare 100.00
0.00 Return to Sender fare 100.00
TOTAL BOOKING FARE 100.00 TOTAL BOOKING FARE 200.00

6.2.1.2 Sender shall book another delivery transaction if he/she still wants to send back the
item(s) to his/her intended recipient.

6.3 Failed Deliveries

Every item/packages that are booked under ASAP shall be delivered to the Recipient the soonest possible
time and categorically within the day of booking. Thus, item/packages that are booked under the
Scheduled Delivery shall be delivered on the day the Sender wishes to.
6.3.1 Supposing the Rider foresees that he cannot hit the required delivery time, Rider must
Immediately contact the Recipient and he/she must provide adequate reason of being delayed
and bestow guarantee on when he/she can certainly deliver.
6.3.2 In some instances, failed delivery may be caused by the Customer’s unavailability despite of
several attempts to reach the Customer via call and sent SMS.
6.3.3 Lack of suitable or authorized person to endorse the order in behalf of the Customer.
6.4 Other Fees
6.4.1 Parking Fees
6.4.1.1 Rider’s parking fee shall be shouldered by the Customer (either Sender and/or
Recipient), if and only if you asks your designated Rider to do so; please refer to the
mathematical instance below;

Booking transaction 100

Parking fee 50
___________________________
Total transaction fee 150

6.4.1.2 Thirty minutes (30) minutes waiting time will no longer be implied if and only if,
Sender/Recipient emphasizes that Rider are advised to take a parking space to wait for
him/her arrival as a note/special instruction; referred to Article 6.1: Waiting time and
Article 4.2: Factors to Consider upon booking

6.5 Rider’s Performance Rating

In this section, the Customer can submit what could be the appropriate performance level based on the
quality of service provided by his/her Rider. Thus, rating scales are used in performance management
systems to indicate the Rider’s level of performance or achievement and these data can also be used to
evaluate each and every Rider.

Customer level of Satisfaction

5 Excellent Rider adequately deliver the product in specified time, item(s) good condition,
Rider’s appearance is presentable enough and with proper etiquette.
4 Good Rider able to meet the specified time of delivery and approaches nicely.
3 Average Moderately satisfied with the service, item(s) are in good condition.
2 Poor Not satisfied with Rider’s level of performance, item(s) bad condition (e.g.
received items are not accurate).
1 Very Poor Strongly unsatisfied with the level of service, item(s) bad condition (e.g. lost
item, damage item(s), Rider did not treat you nicely and item(s) are not
delivered on its specified time.

SECTION 7

RECEIVING OF ITEMS

7.1 Scrutinize safety measures of the item(s)

7.1.1 In case the item subject for receiving was damaged during transit, Rider should be the one liable
for the damage fee; thus, he may be required to pay the total sum of package/delivery.
7.1.2 Customers are expected to check the items before receiving; therefore, in any case, that a client
 files for a claim and/or damage fee; and the picture uploaded in the system is in good condition,
Rider will shoulder damage/claim fee.

7.2 Right of Recipient to Refuse to accept the delivered item/s

7.2.1 If the delivered item(s) is damaged and/or not in good condition on how it should be, Recipient
has the right to refuse to take the item(s);
7.2.1.1 It can be either the Customer’s or Rider’s discretion to set an agreement, wherein both
parties are satisfied with the agreement.
7.2.1.2 Rider is in full liability for the damaged item(s) during transit; with supporting evidence
such as photos that can be used as a reference.
7.2.1.3 Rider may disburse a full amount for the damaged item(s) to settle the complaint.
7.2.1.4 Damaged item(s) with supporting evidence(s) such as providing photo(s), the total
amount of the declared value will be directly charged to toktok Rider together with an
incident report and proper sanctions.
7.2.2 If and only if the Rider doesn’t have any of the following mentioned below, Recipient has the
right to decline accepting the item/package.
7.2.2.1 Rider must have his/her toktok ID.
7.2.2.2 Rider must wear his/her proper toktok uniform

7.2.3 In case you have concerns or in need of a definite answer you can contact our help center and
you may dial contact numbers indicated in Section 11: toktok Help Center. Cases like this may
need photographic evidence to properly investigate the issue.

7.3 Unauthorized Collection

7.3.1 Unauthorized collection and/or negotiations (e.g. Rider asked for additional delivery charge for a
non-cash booking and soliciting tips); wherein, Riders are not allowed to ask for additional
charges regardless if he/she arrived late; arriving late will vary between both parties (Rider and
Customer).
7.3.2 Unauthorized collection will not be tolerated. Thus, Customer may report this incident and place
a complaint to toktok’s Customer Help Center and once proven, Rider will receive necessary
sanction provided that the Customer may present proof eg. picture, vid, screenshot of
conversation, etc.

7.4 Mishandling of item

It is strictly enforced that all delivery items/packages shall be handled properly. Thus, mishandling of
item/package that leads to damage, spoilage, and/or breakage shall be reported by the Customer within
twenty-four (24) Hours otherwise, complaint/s will no longer be acknowledged and considered void.

7.4.1 Customers shall check the condition of the item/package prior receiving. Thus, as part of
the protocol, Riders are expected to take a picture of the package with the Recipient
but, if the Customer refuses to do so, Rider may take a picture with a distinct
background so location of the delivery will be easily identified.
 7.4.2 In case the Rider fails to deliver the items on time and/or on the date committed for
delivery, Customer shall contact toktok’s Help Center within forty-eight (48) Hours
otherwise, complaint/s will no longer be acknowledged and considered void.

Send email to [email protected]

Subject: DELIVERY CONCERN - (CUSTOMER’S NAME)
Trunk line: 8424.86.17
Call/Send SMS to: (smart) 09614938304 / 09614938309 /09614938313
(globe) 09569188903/ 09569188906/ 09569188904
FB Messenger Account: https://www.facebook.com/toktokCsr.ph/

SECTION 8

CANCELLED AND FAKE BOOKING

Conditions may vary upon the situation and it will also subject to appropriate corrective action based on the Code
of Ethics;
8.1 How to cancel a booking
8.1.1 Click the Menu bar in Customer application to appear the side menus;
8.1.2 Click “My Deliveries” then;
8.1.3 Click the “Delivery Scheduled” then it will lead you to “On-Going Delivery” click this to cancel out
your delivery:
8.1.3.1 Once you cancel out the order it will be counted as one (1) out of five (5) limited
cancelations in a month.
8.1.3.2 Be mindful about your booking details, if in case you obtain five (5) times cancelation in
a month Customer will be automatically blocked in the system.

8.2 Customer did the cancellation

8.2.1 If the Customer acquire five (5) booking cancelations in a month, the Customer’s account will be
automatically blocked in the system.
8.2.2 Customer may only cancel the booking as long as the Rider is has not arrived yet at the pick-up
location. But in the event that the Rider is already in the pick-up location, Customer shall pay the
Rider the full amount of the booking fare even the Customer will not pursue with the delivery.
8.2.3 In case the Customer did the cancelation given that the order has been placed by the Rider,
he/she shall report it to toktok’s Help Center to provide details why it has been canceled;
8.2.3.2 Considering that all transactions are electronically monitored and recorded in the portal
system, this is to ensure that we avoid those “bogus buyer” or a Customer pretending
that he/she will purchase the product right after he/she placed the order.
8.2.3.3 In some cases, if the system detected that the Customer tends to cancel his/her order
frequently, his/her account will be automatically terminated without prior notice.
SECTION 9

ACCEPTABLE AND UNACCEPTABLE ITEMS/PACKAGES FOR DELIVERY

toktok is dedicated in providing quality Delivery Logistics Services wherein we’re making it hassle free for our
Customers to transport items from one place to another. Thus, for the safety purposes of both Customer and the
Rider we hereby ensure that the item/s indicated in this Section shall be strictly imposed.

9.1 List of unacceptable and/or prohibited item/s for delivery

9.1.1 Living/Breathing Things
9.1.1.1 We are unable to deliver any living or breathing things such as Live Stocks that can harm
both parties (Customer and Recipient)
9.1.2 Illegal and Hazardous items
9.1.2.1 Safety of both Customer and Rider is our top priority, therefore, illegal and/or
prohibited drugs are strictly not allowed.
9.1.2.2 Hazardous objects are prohibited as it may harm humans and the environment. Hence,
sharp objects, illegal firearms, corrosives, compressed gas, Flammable liquid and Solids,
Radioactive Material, Oxygen tanks, LPG, Firecrackers, Oxidizing Materials and any form
of hazardous chemicals are not allowed.
9.1.3 Biological Substances and/or Human Remains
9.1.3.1 These are the active biological materials that stringently refuses to deliver for the health
welfare of both Rider and the Customer. In which, biological substances clearly defined
such as stool sample, blood sample(s), urine sample and saliva sample which is risky and
could also contaminate the delivery insulated bag though they’re properly sealed in a
container.

9.2 List of Acceptable item/s for delivery

9.2.1 Food & Drinks
9.2.2 Valuable items and/or Documents
9.2.2.1 Items such as passport, birth certificate, and credit or debit cards and any other
important document/s shall properly be sealed prior endorsing to the designated Rider.
9.2.3 Clothes
9.2.4 Other necessities (items that are feasible to transport by a motorcycle)

9.3 Customer’s Liability along with the Prohibited items

9.5.1 Customer should comply with these prohibited items; failure to comply may result in an invalid
transaction and Rider will have the right to refuse to accept the delivery
9.5.1.1 Rider has the right not to pursue the delivery if he/she notices a suspicious item/s the
moment it was endorsed.
9.5.2 Customer(s) should be cautious to his/her package details; item(s) inside the package shall be
indicated specifically upon endorsing to the designated Rider
9.5.3 Rider will not be liable for any damage on the item(s) if proven that Customer wasn’t able to
provide accurate declared value of the package.
 9.5.4 If the sender fails to comply with Clause 9.1, the Customer is liable for damage resulting from this
breach.
9.5.5 toktok and Rider by all means, will not be responsible for any illegal issues that may involve in
line with the Customer’s package.
9.5.6 If a legal dispute arises, toktok in its sole discretion will terminate your account automatically;
and/or punishment will be according to Management’s decision.

SECTION 10

CUSTOMER’S CODE OF ETHICS

The Code of Ethics is a set of guidelines and standards intended to remind its Customers, Riders, and anyone who’ll
use the application that agrees to the terms and conditions. This ensures that Customers are protected, our system
will not be abused, and that business transaction with our Rider will remain its data privacy safe and secured.
In addition, if found and proven that a Customer is opposing the following guidelines, toktok may terminate the
Customer’s account and/or file for any legal action depending on the result of proper investigation.
10.1 Respect for Riders
10.1.1 Data Privacy of toktok Rider
10.1.1.1 Personal data of toktok Rider such as (name, mobile number, residence address) must
keep confidential unless it is necessarily needed (e.g. incident report, lost item,
defective goods).
10.1.2 Be equitable to your Rider
10.1.2.1 Avoid invalid cancelation of orders as it may violate the rules and regulations under
Clause 8.1
10.1.3.1 Rider/s shall not be interrogated toughly when he/she committed mistakes
(e.g. delayed delivery, wrong item, and/or defective item) or not able to meet your
expectation. There’s a set of corrective action implied to this matter referred in Clause
7.2 under Section 7. Thus, if this kind of situation occurs, Customer has the right to
report this incident to toktok’s Help Center.
10.1.3.2 Religion, Nationality, Gender preference, Race, any other personal issues shall not be
used whether against the Customer and the Rider.
10.1.3.2.1 If this scenario happened, he/she may file a complaint to the following
details:

Send email to [email protected]

Trunk line: 8424.86.17
Call/Send SMS to: (smart) 09614938304 / 09614938309 /09614938313
(globe) 09569188903/ 09569188906/ 09569188904
FB Messenger Account: https://www.facebook.com/toktokCsr.ph/
10.2 Serious Violations (Harassment, Assault or any kind of abuse)
Abuse can be spoken (verbal), parallel to the emotional and physical abuse. Threat or any form of abuse is
strictly prohibited as toktok highly values the preferences of every individual. By using toktok’s terms and
conditions you are also bound to obey the following guidelines:

10.2.1 Verbal Assault

10.2.1.1 Act of forcefully degrading, criticizing, insulting or throwing mean words
towards the Rider and other Customer; likewise, Rider shall not do these things
towards his/her Customer; Opposing article may lead to a proper sanction stated in
Clauses 11.4.
10.2.1.2 Insulting Rider and/or other Customer for his/her physical characteristics, Gender,
Age, Nationality and Religion may be an avenue for termination of account.
10.2.1.3 Any mistakes enact by our Rider; Customer shall submit a report to our Help Center
for proper assistance.
10.2.1.4 Threatening and harassing Riders and other Customers by any means thru calls, SMS
and social media is discouraged. Thus, if ever there is an issue pertaining to the Rider,
Customer may file for a formal complaint thru the toktok Help Center.
10.2.1.5 These acts include, taking unauthorized photos, videos, and using social media as
public reference to degrade the privacy of the Rider and other toktok Customer and/or
User.
10.2.1.6 Every mistake enact by the Rider has a set of corrective action implied under the
Rider’s Policies and Procedure Manual. Complaints and other concerns are highly
valued and will be taken as a reference in continuing to improve our services.

10.2.2 Physical Assault

10.2.2.1 Intentionally provoking or attacking a person physically with or without the use of any
harmful weapon or threatens to hurt the person as it may be serve as a violation.
10.2.2.2 You shall not hurt or attack the Rider and/or other Customer by any mistake he/she
has committed.
10.2.2.3 Any form of abuse, assault and threat shall be reported immediately to toktok’s Help
Center for proper assistance.

10.3 Abduction, Theft or Property damage

You may be penalized of any abduction, robbery, vandalism, property lost/property damage or any form
of crime.
10.3.1 Destroying Rider’s property when he/she doesn’t meet your expectations (e.g. delayed delivery,
wrong item, defective item).
10.3.2 Forcefully taking the items by the authorized person. if in case the Customer forced to obtain the
unauthorized items he/she may be charged with theft or robbery under the prevailing law.

10.4 Sanctions for Dissenting the Code of Ethics

10.4.1 Serious Violations (Harassment, Assault or any kind of Abuse)
 10.4.1.1 Any form of maltreatment or abuse will not be tolerated, if anyone proven that
he/she enacted any of these his/her account will automatically be terminated.
10.4.1.2 If the Rider proven that he/she maltreated his/her Customer, toktok by all means will
automatically terminate his/her account
10.4.1.3 If and only if the Rider was hit physically and it caused him/her a total damage,
Customer is the one liable for the violation once proven after a thorough
investigation.
10.4.1.4 If the Customer is proven guilty, he/she must compensate the entire medical
expenses of the Rider
10.4.1.5 On the other hand, if the Rider is proven to commit a serious violation after a
comprehensive investigation his/her account will be terminated. Furthermore,
he/she will also be liable for the entire medical expenses of the Customer.

10.4.2 Abduction, Theft or Property damage

10.4.1.1 Customer shall be in full liability to any cause of damage to property of toktok Rider,
supported with photographic evidence and proven after thorough investigation.
10.4.1.1.1 In the event that the Rider will be in this situation, rest assured that
proper sanctions may apply and this situation will not be tolerated
by the Management.

10.5 Adherence to the Terms and Conditions

10.5.1 Users must be 18 years of age and above, below the given age must obtain consent(s) from legal
parents or guardian(s) and shall agree to take responsibility for the actions and any charges that
may apply; User shall read our Terms and Conditions before accessing toktok’s offered services.
10.5.1.1 Users below 18 years old are discouraged to ensure full responsibility
10.5.1.2 Do not book a transaction in behalf of a stranger; toktok is not liable to any unsafety
measures.
10.5.1.3 toktok in its sole discretion may change its Terms and Conditions anytime.
10.5.2 toktok in its sole discretion may terminate your account for any unauthorized production,
reproduce and/or reassemble of toktok Merchandises which includes but not limited to toktok
Insulated bag(s), toktok sticker and toktok vest/uniform which is a legal property of toktok.
11.5.2.1 Shall not sell and distribute counterfeit merchandise(s) of toktok for illegitimate
business purposes that may serve other parties; If this situation occurred,
punishment will depend on the Management and legal actions will be applied.

10.6 Customer’s Accountability

10.6.1 Keep personal details complete, accurate and updated.
10.6.2 Account shall not be shared to anyone especially the password. In the Terms and Condition, it is
agreed that the Customer will be independently liable for keeping it safe; stated under Section 2:
Terms and Conditions.
10.6.3 Always give truthful information when providing or accessing the Customer account or whenever
placing a booking a transaction.
 10.6.4 It is agreed that the submitted name and contact number will be used for the purpose of
fulfilling the Customer’s account as reference during every delivery transaction.
10.6.5 It is agreed that the Customer will inform toktok immediately for any unauthorized usage of the
account or any other infringement security.
10.6.6 It is agreed that the Customer account may be terminated when a legal dispute arises; stated
under Clauses 2.3.2: Account and Security

SECTION 11

TOKTOK HELP CENTER

Any form of breach, infringement, unauthorized, and any suspicious activity directly to our toktok Customer Help
Center immediately. By this, all concerns will be addressed properly and rest assured that corrective actions will
apply.
Send email to [email protected]
Trunk line: 8424.86.17
Call/Send SMS to: (smart) 09614938304 / 09614938309 /09614938313
(globe) 09569188903/ 09569188906/ 09569188904
FB Messenger Account: https://www.facebook.com/toktokCsr.ph/

11.1 Responding to Complaints

Complaints are served as a source for process improvements. Wherein, we give proper Customer Service
Support to address all concerns. Thus, this Section will be also discussing the limits when it comes to
providing the identifiable information of both parties (Customer and the Rider) as it is part of our Data
Privacy.
11.1.1 Confidently sure that our Customer care support is widely expanding their acknowledgment of
your concerns. Hence, we also have boundaries when it comes to accessing our data privacy that
may be served as a reference to related concerns but this will be served on the case-to-case
basis.
11.1.2 Complainant will be kept generally informed throughout the whole process
11.1.3 Complaints are all addressed immediately but, turn-around time for a case filed is thirty (30)
days. As much as possible, the complainant and the person who is the subject of the complaint
will be kept generally informed in the step by step process.
11.1.4 Customer Service Support will ensure to provide complete details needed to address
Customer’s complaints and/or related concerns to his/her purchased item(s); this will vary on the
case-to-case basis. toktok has a limited information that will be given depending on the purpose.
11.1.4.1 This includes but is not limited to photographic evidence/s which is
electronically recorded on the system; other private information will vary depending on
the purpose of the both parties (Customer and the Rider).
11.1.4.2 In the event where Customer requested for a certain proof if his/her items was
 delivered on his/her booked address; toktok Operations shall do a quick investigation
regarding the complaint and its purpose.
11.1.4.3 If the purpose is valid and will be serve as reference to solve the issue and/or
particular complaint, Customer Service Support will then ask for Customer’s
email-address to process his/her request.
11.1.4.4 If this private information is for his/her personal interest and/or disclosed to
other parties, he/she will be sanctioned by legal law or punishment may initially be
declared by the Management.
11.1.5 Complaint/s that are reported after twenty-four (24) Hours after the item/package has been
delivered, it is considered void; this includes but are not limited to damage item/s, incomplete
item/s and/or loss item/s.
11.1.6 Any damaged or defective item/s shall be reported within twenty-four hours (24 hours) after
it has been received by the Customer.
11.1.7 Claims for loss and/or damage of item/s
11.1.7.1 In case of claims for loss and/or damage of item/s, should be supported with Official
Receipt (OR); failure to present with Official Receipt or failure to specify the declared
value of the said item/s may be considered null. The market value of the loss and/or
damage item/s on the day it was endorsed to the Rider will be the basis if ever the Rider
has to pay for the sum amount.
11.1.7.2 Claim must be made within twenty-four (24) hours from the receipt/acceptance of
item/s.
11.1.7.3 Failure to present the said requirement specified in Clauses 11.1.7.1 within twenty-four
(24) hours it was requested by toktok Help Center shall be voided.

11.1.8 Customers may always call toktok Help Center thru the below contact details:
Send email to [email protected]
Trunk line: 8424.86.17
Call/Send SMS to: (smart) 09614938304 / 09614938309 /09614938313
(globe) 09569188903/ 09569188906/ 09569188904
FB Messenger Account: https://www.facebook.com/toktokCsr.ph/

11.2 Fair and Equal Judgement

11.2.1 All reported violations will be promptly investigated by toktok Operations and reports will be
confidentially kept for security purposes.
11.2.2 Complaints will be fairly resolved by means of supported evidences and administrative hearings.
11.2.2.1 Consistency of applying the legal obligations will be implied in every step of the
investigation
11.2.2.2 In the event that a serious violation occurred, we assure that both parties
(complainant and person subjected in the complaint) are properly informed in every
step and investigation that may legally serve.
11.3 Confidentiality
11.3.1 Complaints that are recorded electronically in the system will be treated confidential and
reassure that your data privacy is safe and secured.
11.3.2 Personal information of the complainant and the person subjected in the complaint are kept
privately and can only be used for follow up actions in lieu with the progress of the case.

11.4 Suggestions and Feedback

11.4.1 toktok welcomes comments and suggestions regarding our offered Services and other
that may help toktok improve its operations, software, and website.
11.4.2 Feedbacks and/or any suggestions will be accepted and/or consider according to its legitimacy,
uniqueness and may not absolutely harm other’s intellectual property.

POSTLUDE
Our purpose driven-value has determinedly moved to ensure that we are giving the best services that we can
provide to our Customers and we hope that you hereby agree and understand the Terms and Conditions of this
Policy. We look forward to your continued support and encouragement towards our goals in helping every Filipinos
to provide their needs that are best suited to both Customers sending and receiving packages. We ensure that
toktok will provide quality Logistics Delivery Services together with assuring that social issues will be
straightforwardly addressed to assure that we maintain our great and smooth relationship with our Customers
along with providing the best-offered services in the Philippines. Your interest would be a great opportunity for us
to understand more the needs of the people and this will serve as a guiding tool to improve as we strive to meet
our goals and realize the need of the people and become liberally educated to understand and appreciate life
more broadly.