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Answers to the questions that come up most. Search, or browse by topic.
Placing, tracking, and cancelling.
Before the business accepts — yes. Open the order and cancel it. It costs you nothing.
After the business accepts — only the business can cancel. By then they may have started preparing your order and a rider may have committed to the delivery. Message them to ask.
If a business cancels an order you already paid for online, you are refunded in full automatically, including the payment service fee.
Yes. In your cart, use Add a note for the business on any item and say what you need changed — for example "no spicy" or "remove the onions".
There is also a note field at checkout for the whole order, like "please pack the drinks separately".
Your note shows on the business's screen and prints on their kitchen ticket.
A note is a request, not a guarantee. They may be out of an alternative, or the ingredient may already be in a pre-made dish. A business who cannot meet your request should message you before preparing it.
If you have a serious allergy, do not rely on a note. Message the business to confirm before ordering — food safety is the business's responsibility and we cannot verify what a kitchen does.
You get an estimate, but traffic, weather, and how busy the business is all affect it. We cannot guarantee a delivery time.
While a delivery is in progress you can follow the rider from the order page. Tracking stops when the delivery completes.
Message the rider from the order page — that is the fastest fix.
If a rider cannot reach you after reasonable attempts the order may be returned, and in that case you may not be entitled to a refund. Keep your phone reachable while a delivery is out.
Walk-in — you go to the business. Pickup — you collect your order. Delivery — a rider brings it. Appointment — you book a service at a set time. Home service — a service business travels to you, where they offer it.
Which options appear depends on what each business has switched on.
How you pay, and what happens when something goes wrong.
Cash on delivery or in person, or online with QR Ph, GCash, Maya, or bank transfer.
Online payments are handled by PayMongo. Suki never sees or stores your card or e-wallet credentials.
Online orders carry a payment service fee that covers processing. Cash orders never do.
Your order is only created once payment confirms, so an incomplete payment means no order was placed and the business never saw it.
If money did leave your account, email support with the payment reference from your bank or e-wallet. We will trace it and either complete the order or refund you in full.
Contact support within 24 hours of delivery or pickup if items were missing, materially different from what you ordered, in unacceptable condition, or never arrived.
Send your order number and a photograph where the problem is visible. Depending on what went wrong we may refund the affected items or the whole order.
Refunds go back to your original payment method. Your bank or e-wallet may take 5–10 business days to show the credit — that part is outside our control.
Change of mind after the business has accepted, a delivery you were not available for, an address you entered incorrectly, or items already consumed before you reported the problem.
None of this limits your rights under the Consumer Act of the Philippines.
Earning, redeeming, and expiry.
Points are awarded when an order is completed, calculated on the item subtotal — not on delivery or service fees.
Each business sets its own earning rate, shown on its business page.
Cancelled and refunded orders do not earn points, and points already given for a refunded order are reversed.
Points belong to the business that issued them. You earn them at a business and redeem them at that same business.
They do not pool across the platform and cannot be transferred between businesses or between accounts.
No. Points have no cash value. They are not currency and not property, and they cannot be sold, gifted, or transferred.
Points expire after 12 months with no earning or redemption at that business. We notify you before that happens so you have time to use them.
Points are also forfeited if you close your account, if a business leaves the platform, or if we find they were obtained through fraud or error.
Sign-in, profile, and closing your account.
Use Forgot password on the sign-in page to get a reset link by email.
If you signed up with Google, use that same button rather than a password — the account has no password to reset.
If an SMS code does not arrive, wait a minute and request it again. Repeated requests in quick succession can be rate-limited.
Addresses live on your Profile page, and you can add, edit, or remove them at any time. They are shared with the Suki Perks mobile app.
Your mobile number is tied to verification. To change it, contact support.
Email support to request deletion. We send a confirmation link to your registered address, and deletion only proceeds when you click it.
Confirming the link deletes your account immediately — there is no 30-day wait and no way to undo it. Transaction records are kept for 10 years because tax law requires it, with your name, phone number and delivery address removed from them.
Deleting your account forfeits any points you are holding, so redeem them first.
What we collect and who can see it.
Only the people involved in your order. The business receives your name, mobile number, delivery address, order contents, and your points balance at their business — not your email, your other addresses, or your history elsewhere.
The rider receives what they need to reach you, and that access ends when the delivery does.
Partners are contractually barred from using your details for their own marketing or sharing them with anyone.
No. Never — not to advertisers, not to data brokers, not to anyone.
Yes. Under the Data Privacy Act (RA 10173) you can ask for access, correction, export, or deletion. Email our Data Protection Officer and we respond within 30 days.
If you are not satisfied with our answer, you can complain to the National Privacy Commission at privacy.gov.ph.
Include your order number and a photo where the problem is visible — that usually settles it in one reply.
The full detail behind these answers is in our Terms & Conditions and Privacy Policy. For anything about an order in progress, message the business from the order page first — they can usually fix it faster than we can.