Toko21 Help Center Policy 7.1
Terms of Use (Customer Agreement)
Version: 1.1 (July 2025)
Prepared by: Ken for PT Belanja Lebih Cepat

PURPOSE
This policy defines the Terms of Use for customers who access and utilize the services provided by PT Belanja Lebih Cepat ("Toko21"). By registering or transacting on the Toko21 platform—whether through the mobile application, website, or any digital interface—users agree to comply fully with the policies, restrictions, and responsibilities outlined in this document.

These Terms serve to:

• Uphold customer rights
• Ensure lawful and ethical use of the platform
• Define platform governance boundaries
• Mitigate abuse and clarify support limitations

These Terms are enforceable under Indonesian law. Continued usage constitutes binding acceptance. Customers unwilling to comply are advised not to use the platform.

SECTION 1: AGE REQUIREMENT & ACCOUNT REGISTRATION

1.1 Age Restriction
Toko21 is a legally regulated platform for controlled products (vape liquids, devices, cigarettes). Access is restricted to users aged 21 years and above, in accordance with Indonesian regulations.

All customers must:

• Declare a valid date of birth during registration
• Confirm they are at least 21 years of age
• Acknowledge that their access may be revoked if age data is falsified

Toko21 reserves the right to:

• Request identity documents (e.g., e-KTP, selfie) at any time
• Deny access or permanently suspend users found to have falsified age data
• Implement enhanced verification procedures during audits or suspicious activity

1.2 Registration Information
To register on the Toko21 Customer App, users must provide:

• Full legal name (matching national ID)
• Active phone number or email
• Valid date of birth (immutable post-registration)
• Secure password

Users who fail to complete registration or input false data may have access restricted or removed.

1.3 Account Responsibility
All users are solely responsible for maintaining the confidentiality of their login credentials. Toko21 does not assume liability for:

• Account breaches due to weak or reused passwords
• Unauthorized access from shared devices or session hijacking
• Damages caused by failure to update contact information or security settings

Suspicious access or potential compromise must be reported immediately via the Help Center. Users are advised to:

• Enable app-level screen lock
• Change passwords regularly
• Never share OTP codes or verification links

SECTION 2: PLATFORM USAGE

2.1 Permitted Activities
Toko21 enables verified users to:

• Browse available SKUs and merchant inventory
• Place orders for age-restricted products
• Track real-time order status and delivery progress
• Access the loyalty system and promo features
• Submit reviews, feedback, and dispute claims

2.2 Prohibited Activities
Customers are expressly prohibited from:

• Bypassing the platform’s order flow or payment system
• Using scripts, bots, or emulators to automate transactions
• Creating multiple accounts to exploit promos or system limitations
• Uploading content (e.g., reviews or images) that is offensive, fraudulent, or harmful
• Harassing merchants, drivers, or customer service representatives
• Attempting to identify, contact, or engage merchants directly outside the platform

Violations of this section may result in:

• Temporary suspension
• Loyalty point or promo loss
• Permanent account banning
• Legal action in cases of fraud or abuse

2.3 One-Gate Marketplace Model
Toko21 operates under a one-gate model—customers interface only with the platform. Fulfillment is executed by merchants, but merchant identities are masked. As a result:

• Toko21 is solely responsible for end-to-end transaction handling
• Customers may not contact merchants directly
• Disputes, refunds, and service issues must be routed through official Toko21 support
• All taxes, invoices, and charges are processed through PT Belanja Lebih Cepat as the legal entity

2.4 Product Listings, Pricing, and Accuracy

• Toko21 curates all SKUs on the platform, with standardized product data and visuals
• Pricing may vary by merchant proximity, available stock, and PKP status
• Product names may include regional aliasing (e.g., "Mangga Ice" / "Es Mangga"), but are mapped to the same master SKU

Toko21 strives for accuracy but:

• Cannot guarantee all listings are free of minor visual or textual errors
• Reserves the right to edit or correct SKUs, prices, or photos without prior notice
• Does not guarantee stock availability until payment is confirmed

SECTION 3: ORDER FLOW, DELIVERY, AND SUPPORT

3.1 Order Placement & Fulfillment

• Orders must be placed through the official Toko21 Customer App interface.
• Customers may add one or more SKUs to their cart and proceed to payment once address and delivery method are selected.
• If the order contains items fulfilled by multiple merchants, Toko21 may split the order into multiple sub-fulfillments handled by different drivers.

Once payment is confirmed:

• Toko21 assigns the order to the most optimal merchant(s) based on stock and proximity.
• Merchants are expected to dispatch items promptly in accordance with platform SLA.

3.2 Order Status Tracking
Toko21 provides real-time order status updates:

• Processing
• Picked up by Courier
• In Transit
• Delivered
• Failed Delivery
• Cancelled

Customers can track status via the “Orders” tab and will receive push/email updates during key progress milestones.

3.3 Order Cancellation by Customer

• Orders can only be canceled before payment or before merchant begins dispatch.
• Once marked as "In Preparation" or "Picked Up," cancellation is not guaranteed.
• In emergency cases (e.g., double order), users may contact support for manual cancellation within a strict time window.

3.4 Order Cancellation by Merchant
Orders may be canceled by Toko21 or the merchant if:

• Items are out of stock and cannot be replaced
• Delivery address is unreachable
• System detects potential fraud or abusive usage patterns

Cancelled orders will be automatically refunded as per Policy 3.1.

3.5 Refund Eligibility
Refunds are governed under a separate but linked policy (Policy 3.1). However, users should note:

• Refunds are only granted for eligible issues such as: item not received, wrong item, or merchant fault
• Platform fees may be excluded unless the issue is caused by merchant or system error
• Disputes must be filed through official channels (see Policy 4.1)

3.6 Loyalty Points & Promo Handling

• Loyalty points are earned automatically for eligible purchases once the order is marked "Completed"
• Promo codes and point-based vouchers are non-refundable if the order is canceled after application
• Abuse of loyalty system (e.g., multiple accounts, artificial activity) may result in point revocation or account suspension (see Policy 5.2)

3.7 Support Channels

• Customers can access support via the in-app “Help Center”
• For disputes, follow the dedicated flow outlined in Policy 4.1
• General issues can be raised through live chat, email, or app feedback forms

Toko21 strives to resolve non-dispute support cases within 1–3 business days, depending on complexity.