Consumer Terms of Service

1. Directo and the Merchant Network

Directo is a merchant network and technology service that enables customers to discover participating Merchants, access Merchant storefronts, place orders directly with Merchants, save stores, and return to order again.

A “Merchant” means an independent business offering goods or services through a Directo-powered storefront.

Each Merchant is the seller and seller of record of its own goods and services. When you place an order, you enter into a contract of sale directly with the relevant Merchant. Directo is not the seller, merchant of record, agent, broker, distributor, or reseller of any goods or services offered by a Merchant, and does not take title to any Merchant goods.

Directo is not responsible for the production, preparation, packaging, quality, safety, legality, fulfilment, delivery, installation, after-sales service, or warranty of any Merchant goods or services.

Directo provides technology, Discovery, checkout, order routing, customer-store attribution, payment integrations, payment-status records, settlement support, and related operational support. These functions do not make Directo a party to the contract of sale between you and a Merchant.

Each Merchant is solely responsible for its own:

• products and services;
• descriptions and images;
• prices and promotions;
• stock and availability;
• licences and regulatory compliance;
• taxes;
• fulfilment;
• delivery;
• refunds;
• warranties; and
• customer service.

2. Discovery and Merchant Content

“Discovery” means Directo’s customer discovery features through which participating Merchants, stores, products, services or promotions may be displayed to customers.

Directo may determine which Merchants and content are displayed in Discovery, and the placement, ranking, format, audience, filters, and duration of display, and whether content is restricted, suspended or removed.

The display or ranking of a Merchant, store, product, service or promotion in Discovery:

• does not mean that Directo owns, supplies, certifies or guarantees the relevant goods or services;
• does not constitute a warranty, endorsement or recommendation by Directo of any Merchant; and
• does not guarantee that goods will remain available, that prices will not change, or that a Merchant will continue to operate.

Each Merchant is responsible for the accuracy and legality of the name, trade marks, images, menus, prices, descriptions, promotions, stock information and other content it provides (“Merchant Content”).

Directo may correct obvious technical errors, remove unlawful or misleading content, or suspend a Merchant’s display in Discovery, but does not thereby assume an obligation to continuously review all Merchant Content.

You should still check the Merchant, goods, price, delivery, refund and other order information before placing an order.

Customer-store attribution. A “Merchant Channel” means a store-specific Directo link, QR code or other Directo channel distributed by or on behalf of a Merchant.

Based on your first completed and paid order with a particular store, Directo may determine whether you first established a transaction relationship with that store through a Merchant Channel or through Discovery. This customer-store and channel attribution may be used for operating Directo, measuring channel performance, preventing fraud or manipulation, maintaining transaction records, and supporting reporting and reconciliation.

Attribution will generally continue to apply to your subsequent transactions with the same store, but Directo may correct it in cases of error, cancellation, reversal, chargeback, fraud, abuse, duplicate or test transaction, or attribution manipulation.

Customer-store or channel attribution does not change the price payable by you, the identity of the Merchant selling the goods or services, or any statutory consumer rights available to you.

3. Eligibility and Minors

Directo is not intended for children under 13 to create or operate an account independently. If you are under 13, you should use Directo only with the involvement and consent of a parent or legal guardian.

If you are between 13 and 17, you should read these Terms carefully and seek help from a parent or guardian if you do not understand them.

If you are below the legal age required to purchase a particular product or service, you must not purchase it. Each Merchant is responsible for the age verification and licensing requirements for the age-restricted goods or services it sells.

Directo does not undertake to actively verify the age of every customer.

4. Your Directo Account

Directo may allow you to create or verify an account using email, a one-time password (OTP), Google Sign-In, or another supported method. You must provide accurate, complete, and up-to-date account information.

You are responsible for:

• protecting your account and devices;
• not sharing your verification codes or login credentials;
• promptly reporting any unauthorised access; and
• activity under your account that is reasonably attributable to you.

You must not:

• impersonate any other person;
• create false, duplicate, or fraudulent accounts; or
• use another person’s identity or payment method without authorisation.

Directo may restrict or suspend an account where reasonably necessary for security, fraud prevention, unlawful conduct, breach of these Terms, or technical risk.

You may request closure of your account. Historical order, payment-status, attribution, fraud-prevention, dispute, and legal records may still be retained in accordance with our Consumer Privacy Policy.

5. Orders and Merchant Transactions

An order is a request by you to purchase goods or services from the relevant Merchant.

Unless a Merchant clearly states another method of acceptance, an order is accepted only when the Merchant confirms acceptance or begins fulfilment. A payment authorisation or payment-status notification does not by itself require a Merchant to accept an order.

A Merchant may decline or cancel an order in reasonable circumstances, including:

• unavailable products;
• pricing or listing error;
• inability to fulfil;
• suspected fraud;
• age or regulatory restrictions;
• payment failure; or
• safety concerns.

If a Merchant cancels a paid order, the Merchant must arrange a refund of the amount paid for the cancelled goods or services, in accordance with its displayed policies and applicable law.

The Merchant is the sole seller and is responsible for:

• goods and services;
• product quality and safety;
• descriptions;
• availability;
• special requests and allergies;
• licences;
• GST and other taxes;
• order acceptance;
• preparation and fulfilment;
• refunds and warranties; and
• customer support.

For food or other goods that may involve allergens, ingredients, or special requirements, you should confirm directly with the Merchant. Directo does not independently verify ingredient or allergen information provided by a Merchant.

You should check the order contents, Merchant, store, quantity, price, delivery or collection method, and contact details before submitting your order.

Directo may provide order records, status information, and technical support, but does not guarantee that a Merchant will accept or fulfil an order.

6. Prices, Payments and Payment Providers

Each Merchant determines the prices of its goods or services, discounts, taxes, and any other charges collected by the Merchant.

Before you submit an order, we aim to display, where available:

• the item price;
• applicable discounts;
• applicable tax;
• delivery charges;
• other disclosed charges; and
• the total payable amount.

Where there is an obvious technical or pricing error, the Merchant may decline or cancel the order before acceptance and arrange a refund of any amount paid.

Payments are processed by third-party payment service providers. In connection with payments:

• Directo may provide the checkout interface;
• Directo may send payment instructions or transaction information to the payment provider;
• Directo may receive payment status, transaction reference, and refund, reversal or chargeback status;
• Directo does not collect or store your full payment card number or CVV;
• Directo is not a bank;
• Directo does not hold your funds as a deposit, stored value, or payment account; and
• the payment provider processes your payment credentials under its own terms and privacy policy.

By submitting payment, you authorise the relevant payment provider to charge the payment method you select for the amount shown at checkout.

If a payment fails, is declined, is reversed, or cannot be confirmed, the order may be rejected before acceptance or cancelled in accordance with the Merchant’s terms and applicable law. Directo may block or technically suspend the submission or processing of an order where reasonably necessary for payment, fraud, security, or legal reasons.

If you notice a duplicate, incorrect, or unauthorised payment, you should promptly contact the Merchant, Directo, and the relevant payment provider.

7. Cancellations, Refunds and Disputes

A Merchant’s cancellation, refund, return, and exchange policies will be made available to you where applicable.

For any dispute concerning goods, fulfilment, delivery, quality, refunds, or warranties, you should contact the relevant Merchant in the first instance.

Directo may provide technical records, order-status information, payment-status information, and reasonable communication support. Directo is not obliged to decide, on a Merchant’s behalf, any dispute concerning refunds, quality, or fulfilment.

A Merchant’s policies do not exclude any right available to you under applicable law that cannot lawfully be excluded or restricted.

Nothing in these Terms limits any right or remedy available to you under the Consumer Protection (Fair Trading) Act 2003 or any other applicable law that cannot lawfully be excluded or restricted.

If you have already received a refund, compensation, or chargeback from a Merchant, payment provider, or another source, you may not recover twice for the same loss.

You should cooperate reasonably with the investigation of any refund, chargeback, fraud, or transaction dispute.

8. Delivery and Collection

Delivery may be arranged by the Merchant or by a third-party delivery provider.

Delivery times shown at checkout are generally estimates and do not guarantee an exact arrival time.

You are responsible for providing accurate:

• delivery address;
• contact details;
• access instructions; and
• collection information.

Additional charges or a failure to fulfil arising from incorrect information, no one being available to receive an order, inability to access the address, or failure to collect on time will be handled by the Merchant or delivery provider under their terms.

The Merchant is responsible for ensuring that goods are properly packaged and handed to the delivery provider.

Third-party delivery providers provide their services under their own terms.

Directo may provide technical integration, status records, and delivery-rate information, but is not a carrier and does not physically deliver goods.

Nothing in this section excludes any liability of Directo for its own technical error or unlawful conduct that cannot lawfully be excluded.

9. Promotions, Discounts and Vouchers

Promotions, discounts, or vouchers may be provided by a Merchant, Directo, a payment provider, a delivery provider, or another identified third party.

Each offer is subject to its own stated terms, including:

• eligibility;
• expiry;
• minimum spend;
• participating Merchants;
• usage limits;
• exclusions; and
• whether offers may be combined.

Unless expressly stated otherwise, a voucher:

• is not exchangeable for cash;
• may not be resold;
• may not be used for fraudulent or fictitious transactions; and
• is not guaranteed to be combinable with other offers.

Whether a voucher is restored or may be reused following a cancellation, refund, or failed order depends on the stated terms of the offer and the reason for the cancellation or refund.

Directo may cancel or reverse any benefit improperly obtained through error, fraud, abuse, duplicate accounts, fictitious orders, attribution manipulation, or technical failure, where reasonably necessary and permitted by law.

A Merchant-funded promotion is the responsibility of the Merchant; a promotion funded by Directo or a third party is the responsibility of the relevant issuer under its stated terms.

10. Saved Stores and Communications

Directo may allow you to save Merchants or stores so that you can return to them and order again later.

Saving a Merchant does not guarantee that:

• the Merchant will remain part of Directo;
• the Merchant will continue to operate;
• goods will remain available; or
• the original price or offer will remain valid.

Directo may send you:

• account notifications;
• order notifications;
• service and security notices; and
• legally permitted promotional communications.

Promotional communications are subject to your choices and applicable law, and you may opt out at any time.

11. Acceptable Use

You must not:

• place fraudulent, fictitious, duplicated or unauthorised test orders;
• create fake or duplicate accounts;
• impersonate another person;
• use another person’s payment method without permission;
• abuse refunds, vouchers, promotions or chargebacks;
• manipulate or attempt to manipulate customer-store attribution;
• manipulate Merchant Channel or Discovery classification;
• interfere with checkout, payment, ranking, security or system operation;
• introduce malicious code;
• scrape or automatically extract data without permission;
• reverse-engineer Directo except where the law expressly permits;
• access another user’s account or data;
• use Directo for unlawful activity;
• harass Merchants, delivery personnel, Directo staff or other users; or
• submit false complaints or misleading information.

Where appropriate, Directo may:

• block the submission or processing of affected orders, or technically suspend or cancel them where reasonably necessary for fraud, payment, security, or legal reasons, provided that any order already accepted by a Merchant remains subject to the Merchant’s terms and applicable law;
• withdraw improperly obtained promotions;
• restrict features;
• suspend or close accounts;
• preserve evidence; and
• report unlawful activity to relevant authorities.

12. Intellectual Property

Directo’s software, interfaces, design, brand, trade marks, code, and technology belong to MarlinX Technologies Pte. Ltd. or its licensors.

The names, logos, images, menus, product information, and other Merchant Content shown in a Merchant storefront belong to the relevant Merchant or its licensors.

You are granted a limited, revocable, non-transferable, non-exclusive licence to use Directo for your own personal and lawful use only.

You must not copy, sell, resell, commercially exploit, modify, or create derivative works, except where expressly permitted by law.

If you voluntarily provide feedback or suggestions about Directo, you permit us to use them to improve our services without an obligation to compensate you.

13. Third-Party Services

Directo works with third-party services, including payment providers, delivery providers, authentication providers, external websites or links, communication providers, and other integrations.

Third-party services are governed by their own terms and privacy policies. Directo does not control the continued availability of third-party services.

Directo is not responsible for the acts, omissions, or service quality of third parties themselves. However, nothing in this section excludes any liability of Directo for its own conduct that cannot lawfully be excluded.

Where a problem arises with a third-party service, you may need to contact the relevant third party directly.

14. Service Availability and Changes

Directo is provided on an “as available” basis.

Directo may carry out maintenance, security updates, feature changes, service improvements, and the suspension or discontinuation of features or services.

Directo does not guarantee:

• uninterrupted access;
• error-free operation;
• that every Merchant or store will always remain available; or
• that every feature will remain unchanged.

Where reasonably practicable, we will provide appropriate notice of significant planned disruptions or the discontinuation of a significant feature.

Nothing in this section excludes any liability that cannot lawfully be excluded.

15. Disclaimers and Limitation of Liability

Directo does not warrant, and is not responsible for, matters that are the responsibility of a Merchant, including:

• product or service quality;
• safety;
• legality;
• descriptions;
• availability;
• fulfilment;
• delivery;
• refunds;
• warranties;
• customer service; and
• Merchant solvency or continued operation.

The display of a Merchant’s goods or services does not constitute a sale, certification, or warranty by Directo.

To the extent permitted by law, Directo is not liable for loss arising directly from a Merchant’s own acts, omissions, breach, goods, services, closure, insolvency, or failure to fulfil.

To the extent permitted by law, Directo is not liable for:

• indirect loss;
• consequential loss;
• loss of profit;
• loss of business opportunity; or
• loss caused by events outside Directo’s reasonable control.

Nothing in these Terms excludes or restricts liability for fraud or fraudulent misrepresentation, wilful misconduct, death or personal injury caused by negligence, or any liability or statutory consumer right that cannot lawfully be excluded or restricted.

If you cause loss to Directo through your own deliberate fraud, unlawful use, unauthorised access, or malicious interference with Directo, you are responsible for the reasonable loss directly caused.

16. Suspension, Account Closure and Termination

You may stop using Directo, or request closure of your account, at any time.

Directo may restrict, suspend, or close an account in cases of:

• breach of these Terms;
• fraud or suspected fraud;
• fake or abusive transactions;
• security risk;
• unlawful conduct;
• regulatory or legal requirement;
• serious harm to Merchants, Directo or other users; or
• repeated chargeback or promotion abuse.

In cases involving security, fraud, unlawful conduct, or urgent risk, we may act without prior notice. In other cases, we will provide notice and an opportunity to remedy where reasonably practicable.

Suspension or closure of an account does not automatically cancel orders already accepted by a Merchant. The relevant Merchant, you, and the payment provider remain responsible for completing outstanding orders, refunds, and disputes under the applicable terms.

The data-retention provisions of our Consumer Privacy Policy continue to apply after an account is closed.

Accrued rights, disputes, and legal responsibilities are not extinguished by the closure of an account.

17. Privacy

Your use of Directo is subject to our Consumer Privacy Policy.

The Consumer Privacy Policy explains the personal data Directo processes, how Discovery and attribution work, payment-status data, what information Merchants may receive, data retention, and your rights.

Each Merchant is an independent organisation for the personal data it processes in connection with its own orders, fulfilment, refunds, customer service, and any marketing activities that are separately notified to you, permitted under the applicable Directo terms, and carried out with any consent required by applicable law. A Merchant’s processing is governed by that Merchant’s own privacy policy.

These Terms do not repeat the full contents of the Consumer Privacy Policy.

18. Changes to These Terms

Directo may update these Terms to reflect service changes, operational changes, legal or regulatory requirements, or security requirements.

Where changes are material, we will provide reasonable notice through one or more of the following: the Directo website, a storefront, the account interface, email, or another appropriate channel.

Updated Terms do not retrospectively change the terms of an order that was already accepted by a Merchant before the changes took effect.

By continuing to use Directo after updated Terms take effect, you accept the updated Terms.

If you do not agree with a change, you may stop using Directo and request closure of your account. Outstanding orders, refunds, disputes, and data retention will still be handled under the relevant terms.

19. Governing Law and Dispute Resolution

These Terms are governed by the laws of Singapore.

Before pursuing a formal claim, you should first:

• contact the Merchant for disputes about goods, orders, delivery, refunds, or Merchant service; and
• contact Directo for disputes about your Directo account or technology service.

The parties should attempt to resolve any dispute in good faith.

Where a claim is eligible to be heard by the Small Claims Tribunals of Singapore, nothing in these Terms prevents you from filing the claim there.

Any other dispute is submitted to the non-exclusive jurisdiction of the Singapore courts.

Nothing in these Terms limits your ability to seek assistance from the Consumers Association of Singapore (CASE), a regulator, or any other remedy available to you under applicable law.

20. General

Entire agreement. These Terms, the Consumer Privacy Policy, and any supplemental terms expressly stated to apply to a particular feature, form the agreement between you and Directo regarding your use of Directo. A Merchant’s own terms for its goods or services are a separate contract between you and that Merchant and do not make the Merchant an agent or partner of Directo.

Severability. If any provision is invalid or unenforceable, the remaining provisions continue in effect.

No waiver. A failure to enforce a right immediately is not a waiver of that right.

Assignment. You may not transfer your account or rights without Directo’s consent. Directo may transfer its rights and obligations in connection with a reorganisation, merger, financing, sale of business, or transfer of assets, provided that this does not reduce any of your statutory rights that cannot be excluded.

Third-party rights. A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 2001 to enforce any provision of these Terms, unless these Terms expressly state otherwise.

Relationship. Nothing in these Terms creates any employment, agency, partnership, or joint venture between you and Directo.

Language. English is the controlling language.

21. Contact Us

For questions about goods, fulfilment, delivery, cancellations, refunds, or warranties, please contact the relevant Merchant in the first instance.

For questions about your Directo account, the technology service, security, or these Terms, please contact us at:

MarlinX Technologies Pte. Ltd.
Email: support@marlinxtech.com
Singapore