Terms of Services

Thank you for using Mucho! These terms of service (“Terms”) cover your use and access to the services, client software and websites (“Services”) provided by PT Rajawali Teknologi Nusantara. Our Privacy Policy explains how we collect and use your information while our Acceptable Use Policy outlines your responsibilities when using our Services. By using our Services, you’re agreeing to be bound by these Terms, and to review our Privacy and Acceptable Use policies. If you’re using our Services for an organization, you’re agreeing to these Terms on behalf of that organization.

Your Stuff & Your Permissions

When you use our Services, you provide us with things like your files, content, email address and so on (“Your Stuff”). Your Stuff is yours. These Terms don’t give us any rights to Your Stuff except for the limited rights that enable us to offer the Services.

We need your permission to do things like hosting Your Stuff, backing it up, and sharing it when you ask us to. Our Services also provide you with features like editing, organizing, sharing and searching. These and other features may require our systems to access, store Your Stuff. You give us permission to do those things, and this permission extends to trusted third parties we work with.

Your Responsibilities

Please safeguard your password to the Services, make sure that others don’t have access to it, and keep your account information current.

You agree not to misuse the Services. For example, you must not, and must not attempt to do the following:

  • probe, scan, or test the vulnerability of any system or network;
  • access, tamper with, or use non-public areas or parts of the Services, or shared areas of the Services you haven’t been invited to;
  • abuse Mucho referrals or promotions;
  • sell the Services or Services accounts via unauthorized channels;
  • use automated or other means to create accounts in bulk or to access the Services other than by using our official interface and/or APIs;

Software

Some of our Services allow you to download client software (“Software”) which may update automatically. So long as you comply with these Terms, we give you a limited, nonexclusive, nontransferable, revocable license to use the Software, solely to access the Services. To the extent any component of the Software may be offered under an open source license, we’ll make that license available to you and the provisions of that license may expressly override some of these Terms. Unless the following restrictions are prohibited by law, you agree not to reverse engineer or decompile the Services, attempt to do so, or assist anyone in doing so.

Our Stuff

The Services are protected by copyright, trademark, and other laws. These Terms don’t grant you any right, title or interest in the Services, others’ content in the Services, Mucho trademarks, logos and other brand features.

We welcome feedback, but note that we may use comments or suggestions without any obligation to you.

Liability for Our Services

When permitted by law, we will not be responsible for lost profits, revenues, or data, financial losses or indirect, special, consequential, exemplary, or punitive damages. The total liability of us is limited to the amount you paid us to use the Services.

Termination

You’re free to stop using our Services at any time. We also reserve the right to suspend or end the Services at any time at our discretion and without notice. For example, we may suspend or terminate your use of the Services if you’re not complying with these Terms, or use the Services in a manner that would cause us legal liability, disrupt the Services or disrupt others’ use of the Services.

Modifications

We may revise these Terms from time to time, and will always post the most current version on our website. If a revision meaningfully reduces your rights, we will notify you (by, for example, sending a message to the email address associated with your account, posting on our blog or on this page).

By continuing to use or access the Services after the revisions come into effect, you agree to be bound by the revised Terms.

Please send all legal notices to legal@mucho.id and Attention it to the “General Counsel”.

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Welcome to Mucho!

This platform is run by PT Rajawali Teknologi Nusantara and its affiliates and affiliates (individually and collectively, “Mucho”, “we”, “us” or “our”).

Mucho takes its responsibilities under applicable privacy laws and regulations (“Privacy Laws”) seriously and is committed to respecting the privacy rights and concerns of all Users of our Mucho website (the “Site”) (we refer to the Site and the services we provide as described in our Site collectively as the “Services”). We recognize the importance of the personal data you have entrusted to us and believe that it is our responsibility to properly manage, protect and process your personal data. This Privacy Policy (“Privacy Policy” or “Policy”) is designed to assist you in understanding how we collect, use, disclose and/or process the personal data you have provided to us and/or we possess about you, whether now or in the future, as well as to assist you in making an informed decision before providing us with any of your personal data.

Please read this Privacy Policy carefully. If you have any questions regarding this information or our privacy practices, please see the section entitled “Questions, Concerns or Complaints? Contact Us” at the end of this Privacy Policy.

Personal Data Collection

“Personal Data” or “personal data” means data, whether true or not, about an individual who can be identified from that data, or from that data and other information to which an organisation has or is likely to have access. Common examples of personal data could include name, identification number and contact information.

By using the Services, registering for an account with us, visiting our website, or accessing the Services, you acknowledge and agree that you accept the practices, requirements, and/or policies outlined in this Privacy Policy, and you hereby consent to us collecting, using, disclosing and/or processing your personal data as described herein. IF YOU DO NOT CONSENT TO THE PROCESSING OF YOUR PERSONAL DATA AS DESCRIBED IN THIS PRIVACY POLICY, PLEASE DO NOT USE OUR SERVICES OR ACCESS OUR WEBSITE. If we change our Privacy Policy, we will post those changes or the amended Privacy Policy on our website. We reserve the right to amend this Privacy Policy at any time.

We will/may collect personal data about you:

  1. When you register and/or use our Services or Site, or open an account with us;
  2. When you submit any form, including, but not limited to, application forms or other forms relating to any of our products and services, whether online or by way of a physical form; (c) when you enter into any agreement or provide other documentation or information in respect of your interactions with us, or when you use our products and services;
  3. When you interact with us, such as via telephone calls (which may be recorded), letters, fax, face-to-face meetings, social media platforms and emails;
  4. When you use our electronic services, or interact with us via our application or use services on our website. This includes, without limitation, through cookies which we may deploy when you interact with our application or website;
  5. When you carry out transactions through our Services;
  6. When you provide us with feedback or complaints;
  7. When you register for a contest; or
  8. When you submit your personal data to us for any reason.

The above does not purport to be exhaustive and sets out some common instances of when personal data about you may be collected.

When you visit, use or interact with our mobile application or the Site, we may collect certain information by automated or passive means using a variety of technologies, which technologies may be downloaded to your device and may set or modify settings on your device. The information we collect may include, without limitation, your Internet Protocol (IP) address, computer/mobile device operating system and browser type, type of mobile device, the characteristics of the mobile device, the unique device identifier (UDID) or mobile equipment identifier (MEID) for your mobile device, the address of a referring web site (if any), and the pages you visit on our website and mobile applications and the times of visit. We may collect, use disclose and/or process this information only for the Purposes (defined below).

Our mobile applications may collect precise information about the location of your mobile device using technologies such as GPS, Wi-Fi, etc.. We collect, use, disclose and/or process this information for one or more Purposes including, without limitation, location-based services that you request or to deliver relevant content to you based on your location or to allow you to share your location to other Users as part of the services under our mobile applications. For most mobile devices, you are able to withdraw your permission for us to acquire this information on your location through your device settings. If you have questions about how to disable your mobile device’s location services, please contact your mobile device service provider or the device manufacturer.

The personal data that Mucho may collect includes but is not limited to:

  • name;
  • email address;
  • date of birth;
  • billing address;
  • bank account and payment information;
  • telephone number;
  • gender;
  • any other information about the User when the User signs up to use our Services or website, and when the User uses the Services or website, as well as information related to how the User uses our Services or website; and
  • aggregate data on content the User engages with.

If you do not want us to collect the aforementioned information/personal data, you may opt out at any time by notifying our Data Protection Officer in writing about it. Further information on opting out can be found in the section below entitled “How can you opt-out, remove, request access to or modify information you have provided to us?” . Note, however, that opting out of us collecting your personal data or withdrawing your consent for us to collect, use or process your personal data may affect your use of the Services. For example, opting out of the collection of location information will cause its location-based features to be disabled.

Questions, Concerns or Complaints? Contact Us

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Mucho Guarantee Policy

Mucho Guarantee ensures that payment you made is only released to the Merchant after you have received your ordered items. It’s our way to make sure that you receive your order, or you get your money back.

How Do We Calculate Mucho Guarantee Period?
Mucho Guarantee Period (MGP) is calculated based on three factors:

  • Merchant’s Processing Time (MPT)
  • Estimated Delivery Time (EDT)
  • Shopper Grace Period (SGP)
    For example:

    • Order Paid: January 1st
    • Merchant’s Processing Time (MPT): 2 Days
    • Estimated Delivery Time (EDT): 5 – 8 Days
    • Shopper Grace Period (SGP): 3 Days
    • TOTAL: 10 – 13 Days

*As Estimated Delivery Time varies between pick-up and destination cities across Indonesia, merchants are advised to check for the latest information to better estimation. Using the above estimate as an example, you can expect to receive the orders within 7 to 10 days after paid has been made successfully, depending on the delivery cities. If you don’t receive your order by the estimated delivery time, Mucho encourages you to request for a refund within Mucho Guarantee Period to allow investigations of the order to proceed.

How is an Order Considered Completed?
If the order is successfully delivered, and there’s no dissatisfaction towards the item received, as a Shopper, you can click on “Order Received” to confirm successful delivery. Mucho will then release payment to the Merchant.
On the other hand, if you did not click “Order Received” but there is no dispute on the item received, Mucho will also automatically complete the order and release the payment when Mucho Guarantee Period ends.

Mucho Returns and Refund Policy

1. Application for Returns/Refunds
Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Shopper may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the Mucho Guarantee Period as stated in the Terms of Service. Mucho Guarantee is a service provided by Mucho, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with
each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute prior, during or after using Mucho Guarantee.

2. Application for the Return of an Item
Shopper may only apply for the refund and/or return of the Item in the following circumstances:

  • The Ordered Item has not been received by Shopper;
  • The Ordered Item was defective and/or damaged on delivery;
  • Merchant has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Shopper;
  • The Ordered Item delivered to Shopper is materially different from the description provided by Merchant in the listing of the Item; or
  • By way of private agreement with Merchant and Merchant must send his/her confirmation to Mucho confirming such agreement.

Shopper’s application must be submitted via the Mucho mobile app. Mucho will review each Shopper’s application on a case-by-case basis and, in its sole discretion, determine whether Shopper’s application is successful.
In the event where Shopper has commenced legal action against Merchant, Shopper may provide the formal notification from the appropriate authority to Mucho to request Mucho to continue to hold the purchase monies until a formal determination is available. Mucho will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3. Rights of Merchants
When Mucho receives an application from Shopper for the return of the Item and/or refund, Mucho will notify Merchant in writing. Merchant may respond to Shopper’s application according to the steps provided by Mucho in the written notification. Merchant must respond within the timeframe stipulated in the written notification (the “Stipulated Period”). Should Mucho not hear from Merchant within the Stipulated Period, Mucho will assume that Merchant has no response to Shopper’s application and will proceed to assess Shopper’s application without further notice to Merchant. Mucho will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Shopper’s application may be successful against the circumstances stated by Merchant.

4. Condition of Returning Item
To enjoy a hassle-free experience when returning the Item, Shopper should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Merchant in the condition received by Shopper on delivery. We will recommend Shopper to take a photo of the Item upon receipt.

5. Liability of Product Return Shipping Fee
i) In the scenario of an unforeseen error from the seller’s end (i.e – damaged, faulty or wrong product delivered to the Shopper), the Merchant will bear Shopper’s return shipping fee.
ii) In the scenario of the Shopper’s change of mind, Shopper shall get Merchant’s consent prior to the return request and Shopper will bear the return shipping fee.
iii) In the scenario where both seller-Shopper disputing the party liable for the return shipping fee, Mucho at its sole discretion will determine the party liable for the return shipping fee.

6. Refunds
Shopper will only be refunded after Mucho has received the confirmation from Merchant that Merchant has received the returned Item. In the event where Mucho does not hear from Merchant within 10 business days, Mucho will be at liberty to refund the applicable sum to Shopper without further notice to Merchant. The refund will be made to Shopper’s credit/debit card or designated bank account, whichever is applicable.

7. Communication Between Shopper and Merchant
Mucho encourages Users to communicate with each other in the event where problem arises in a transaction. As Mucho is a platform for Users to conduct trading, Shopper should contact Merchant directly for any issue relating to the Ordered Item purchased.

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