Terms & Conditions

Istana Ayam Tua Membership Programme’s Terms and Conditions:

1. The “Istana Ayam Tua” Membership Programme and Mobile App are proprietary to C-Care Enterprise Sdn Bhd where acceptance of any person(s) to the Programme shall be subject to the approval of the Company and once accepted by the Company, participation by any such person (Member) in the Programme shall be subject to the terms and conditions contained herein. The Programme is only accepted at Company branded supermarket (Supermarket) situated in Malaysia or the participating merchants that registered with the Company.

2. In order to become a Member, the applicant must agree to the terms and conditions. The Company reserves the right to make amendments or variations to the terms and conditions from time to time.

3. Participation in the Istana Ayam Tua Membership Programme is open to all citizens and non-residents aged 18 years old and above.

4. There are no charges for membership card registration and the renewal fee per year is RM 5.00.

5. For damaged, stolen or lost of Member Card, a fee of RM5.00 will be charged for a replacement card.

6. The point will be awarded for every transaction of RM1 (exclusive of tax) to 1 loyalty Points. Members must spend minimum RM1 and above on qualifying purchases in a single transaction.

7. Once the Card is credited the loyalty Points corresponding to the Qualifying Purchases, a transaction receipt prepared by the cashier at the checkout counter shall be issued to the Member. Such transaction receipt shall be conclusive record of the Qualifying Purchases made as for the loyalty Points accumulated will be shown at the membership account within 24 hours. Member will be able to check up to 6 months loyalty transaction available at the Istana Ayam Tua Mobile App.

8. The following items are not included in the points’ calculation:

a. gift card/cash vouchers purchase,

b. Delivery Charges, Repair & Service Charges

9. The loyalty Points awarded and credited to the Card cannot be transferred or assigned to another Card or any other card issued by or on behalf of the Company or combined or aggregated with the loyalty Points of such Card or card or otherwise dealt with except in accordance with this Agreement. The loyalty Points have no cash or monetary value.

10. Member must present their Istana Ayam Tua Membership Card or E-Card to cashier before every transaction. Failure to do so will result no points will be awarded for the amount spent.

10.

11. The Points accumulated in Member's Card will expire after 2 Calendar Years from the year points have been accumulated. All the points will be zeroized on 1^st January of the 3rd calendar year. For example,

12. The Member may refer to the Rewards catalogue available at Istana Ayam Tua Mobile App or the participating outlet for redemption, which shall be for the purpose of information and illustration only and shall not be construed as constituting any representation or warranty as to their availability.

13. The Company gives no representation or warranty with respect to any products and/or services featured in the Rewards catalogue. Where the Rewards are covered under any manufacturers' warranty, any disputes or claims shall be forwarded directly to the manufacturers concerned.

14. For Rewards that are to be redeemed from participating merchants or suppliers of Rewards as shall be appointed by the Company from time to time, the Member shall present his/her Card and national identity card (NRIC) for Rewards redemption.

15. Member who has redeemed his/her points for any Istana Ayam Tua rewards, i.e., merchant products or services, is not eligible for refund or cancellation from the Company.

16. The Member is responsible to examine, immediately upon receipt, the Rewards for any defects or damage, whether in its packaging or otherwise, and to verify the contents of the Rewards. Where the Reward or its packaging is found to be damaged or defective or that the contents therein is incomplete / damage, the Rewards be immediately returned the Rewards to the Customer Service at the Supermarket.

17. Company reserves the rights to reject any request for the replacement of faulty or damaged Rewards should the Member fail to return the same in the manner and within the time period set out as stated above.

18. It is the Members’ responsibility to notify the Istana Ayam Tua management of any changes of personal particulars, lost or damaged card.

19. Member need to update or correct the provided personal data via Istana Ayam Tua Mobile App from time to time.

20. The Member agrees that the Personal Data may be used by Company for the purposes below.

a. To associate the Card to the Member and to update information (if required);

b. To process the application by the Member for related services;

c. Management, operation and maintenance of Member's account, system including audit and exercising the rights of the Company under the terms and conditions;

d. Designing new or improving existing services provided by Company, our subsidiaries, associates and affiliates;

e. Communication by Company to Member;

f. Investigation of complaints, suspected suspicious transaction and research for service improvement;

g. Prevention or detection of crime or fraud; and

h. Disclosure as required by law, rules, regulations, codes or guidelines.

21. Members deemed to have subscribed to the marketing mailing list upon registered as a ‘Member’ in the App and the Company will send or deliver the marketing information and relevant updates (“Newsletter(s)”) via push notification, SMS, electronic direct mail (e-DM) and/or direct mail (DM).

22. The Member may terminate his/her membership anytime by giving notice in writing to the Company. However, there will be no refund of points collected in any form for termination of membership.

23. Any abuse or fraud with respect to The Points under the Programme or redemption of Rewards will result in the cancellation of the Member's participation in the Programme, cancellation of the Card and revocation of The Points or return of redeemed Rewards (or its reasonable compensation thereto).

24. The Company reserves the right to restrict, suspend, or change the features and benefits of the membership programme, including the terms and conditions from time to time without prior notice or assigning any reasons.

25. Company shall not be liable for any loss of accumulated The Points or loss or damage suffered as a result of any defect or error in any machines or inability to retrieve any information or data from the computer system.

26. Company shall not be liable howsoever for any errors, delays, loss or damage, which may be directly or indirectly due to breakdown, failure of machinery or the processor; or industry dispute, war, act of God, system failure and anything outside the control of the Company.

27. Company shall not be liable for any loss or damage suffered by the Member due to the following reasons:

a. any failure by the Reward supplier to abide by the terms and conditions on which it has agreed to provide the Reward;

b. any statement, communication or implication arising from any revocation, suspension or restriction of the use of the Card; and

c. any failure or omission to notify the Member of any changes in the terms and conditions of this Agreement, Rewards Guide, participating companies, Qualifying Purchases and The Points awarded for Qualifying Purchases.

28. A Member is required to contact the Istana Ayam Tua Hotline at +6010 662 4099 in the event of any query.

TERMS AND CONDITIONS

This mobile app (“Istana Ayam Tua”) is owned and operated by C-Care Enterprise Sdn. Bhd. this platform provides members (account holders) a convenient way to purchase groceries and manage their member’s account.

Kindly read the terms and conditions (Terms and Conditions) carefully before ordering any goods from this mobile app. By ordering any goods from this mobile app, you have agreed to be bound by Terms and Conditions which apply to account holder as well as visitors. We reserve the right to change the terms & condition at any time and your continuous use of the platform denotes that you accept any revised terms.

1 GENERAL

1.1 You agree that the Company reserves the right to amend these terms and conditions at any time, in the Company’s sole discretion, by posting any such amendment(s) to the Company’s platform without prior and separate notice.

1.2 Your continued use of the site or any part of it after amendment to these terms and conditions is posted will be deemed as full knowledge and acceptance of the revised terms and conditions. If you do not agree to any such amendment(s), your sole recourse shall be to cease using the site.

1.3 To register with the Istana Ayam Tua Mobile App and become a e-card member, you must be over eighteen (18) years of age. You must ensure that the details provided by you on registration or at any time are correct and complete. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details.

1.4 We collect the details provided by you on registration together with information we learn about you from your use of our service and visit to our mobile app or website.

1.5 By using the Istana Ayam Tua Mobile app or Website, you expressly accept and give your unconditional consent that we may use any and/or disclose information about your demographics in any manner which does not reveal your identity for purpose of marketing, promotional, strategic development, research, and customer care.

2 PRICE AND PRODUCT

2.1 All prices listed on the mobile app/website of the products and services is the price of listing at that given time. Our company reserves the rights to change and amend these price lists without prior notice and all orders are subject to Company's acceptance at its sole discretion and stock availability.

2.2 The Company shall make every effort to ensure products displayed on the platform are in stock. If from time to time products become out of stock, the Company reserves the right to offer alternative product/s to the Customer of similar value and range.

2.3 Prices charged for purchases on this platform may be different from those charged in our stores.

2.4 The prices charged are those applicable on the day you order.

2.5 Where the actual price of any product is dependent on its weight (“Weighed Item”) such as chickens’ part, fruits, or vegetables, we will provide an estimation of the weight and our current prevailing rates at the time of checkout. We shall make every effort to ensure the weight difference is minimal and as close to Customer’s request.

2.6 All orders are subject to confirmation of final availability and the Company reserves the right to reject the order in the event that any of the products or services requested is unavailable. In the event that we are unable to fulfil any of the products or services in your order, we will notify you by phone or email.

2.7 All pictures and images of the products displayed on this site are for illustration purposes only, which facilitate customer to recognise the products. The actual size, dimension and colour of the products may differ.

2.8 All product prices are shown in Malaysian Ringgit and are inclusive of Goods and Services Tax. Prices of products may change from time to time and any promotional discounts or offers may also be withdrawn at any time without notice.

2.9 Payment for all orders shall be made in Malaysian Ringgit.

3 ONLINE ORDER

3.1 Once you have selected a product that you wish to order via Istana Ayam Tua E-Store, you will then be shown (on the platform) the charges you must pay including taxes, if applicable, and any applicable delivery charges.

3.2 No transportation charge for online purchase RM100 and above per transaction (order), and RM5 will be charged for purchase below RM100 per transaction (order).

3.3 Customer shall pay for the order in full amount at the time of ordering by supplying us a payment receipt that acceptable by us.

3.4 We shall not be obliged to supply the product to you until we have accepted your payment of the order.

3.5 Until the time when we accept your payment of the order, we reserve the right to refuse to process your order or hand the products to you.

3.6 We reserve the right to cancel your order if we found any dispute or potential fraud.

4 AVAILABILITY

4.1 The availability of the goods presented on the Platforms depends on stock in stores and the Company does not guarantee the availability of goods.

4.2 In order to ensure that goods are available to all customers, the Company has the right to set maximum limits in advance for the purchase of individual items by a single Customer. For example, if the Customer makes an order of 10 bottles of chilli sauce which would use up all the stock of that store, the store may only deliver 5 bottles.

4.3 The Customer shall always be notified in advance if the goods requested cannot be delivered by reason that it has exceeded the maximum or restricted limit.

4.4 If the goods requested by the Customer are unavailable due to factors beyond the Company’s control, the Company shall make every effort to offer a substitute item which is closest in terms of price and type to the originally requested item.

4.5 The amount for the goods that are not accepted shall not be charged to the Customer’s payment, we will reserve or refund the excess amounts paid for such item.

5 CANCELLATION

5.1 The Company may cancel an order if the product is not available for any reason. We will notify you if this is the case and return any payment that you have made.

5.2 You are not allowed to cancel the order once a Confirmation of Order is issued. Do note that orders cannot be cancelled by email. kindly contact our customer service hotline for Order and Delivery at +60 10-958 6099 shall you seek for further information or assistant.

6 RETURN / REFUND

6.1 We hope you to be happy with your online purchase. However, we understand sometimes you may need to return goods. This policy sets out how and when you can return goods.

6.2 You shall examine the goods immediately upon collection for any deficiencies and/or damages.

6.3 Shall there is any damaged or incorrect grocery product(s) (including delivery of additional product(s) not ordered by you), please contact us within 3 days of your delivery date at our customer service hotline for Order and Delivery at +60 10-958 6099. Istana Ayam Tua at its sole discretion to refund of the damaged or incorrect product(s), or arrange for the re-delivery, collection and/or return of the incorrect product(s).

6.4 All returned products should not be used or expired, and in the original box and/or packaging. Istana Ayam Tua practices its right to inspect the Product, our decision in respect of such returned products shall be deemed final and binding on you.

6.5 For Perishable goods (e.g. meat, vegetables), you are required to returned immediately at the time of delivery.

6.6 Non-perishable goods (e.g. toiletries, cleaning products), you may returned immediately at the time of delivery, or bring to our outlet (refers to branches/address printed on the delivery documents), or during next delivery shall there is any order within 7 days of delivery along with proof of purchase.

6.7 Customer shall return goods at his/her own cost. Goods returned shall be refunded at the price which the Customer had paid at the point of delivery.

6.8 In the event of a refund, member points earned during the purchase of the refunded goods will be automatically remove from the member’s account.

7 PAYMENT TERMS

7.1 Once you have completed the order at E-Store on Istana Ayam Tua mobile app, kindly proceed to make payment.

7.2 Payment for all orders shall be made in Malaysian Ringgit.

7.3 We will not accept cash as payment for your shopping.

7.4 Our team will start to pack the goods once received confirmation by the payment gateway vendor.

8 DELIVERY

8.1 Delivery slots are subject to availability, which shall agreed and confirmed by customer.

Order (with payment confirmation)	Delivery Time
Monday to Sunday: 10am to 2pm	Same day before 5pm*
Monday to Sunday: After 2pm	Second day, Before 12pm*

(*) note:

i) this is subject to the timeslot selected by the customer. (*)

ii) our team will deliver the goods within 2 to 4 hours from the time that received the payment of the order.

8.2 Delivery is available to residential area within a fixed km radius from Istana Ayam Tua, Kolombong Branch. Coverage may up to Kota Kinabalu, Likas, Sepanggar, Damai, Kepayan, Luyang, Sembulan, Tanjung Aru, Donggongon.

8.3 Delivery will be made to the address specified by Customer on the completed order form.

8.4 In the interest of safety, we do not deliver to walk-ups (a building without an elevator) about the 5th floor, or deliver more than 3 cases of beverages about the 4th floor. In the event of a broken elevator, we also do not ask our drivers to carry groceries more than 5 floors. Our technology cannot, and does not, enforce these limits. We ask our customers to abide by these service limitations, as we may limit deliveries when orders exceed these requirements.

8.5 We will deliver Customer’s order to the main entrance of the delivery address.

8.6 We always reserve the right to deliver only to the main entrance of the delivery and If there is nobody qualified to receive the goods at the agreed time and place specified by the Customer, we will leave notification of attempted delivery and Customer will need to contact customer services to re-arrange delivery.

8.7 If Customer requests for redelivery, the Company is entitled to charge an additional re-delivery fee of RM 15.00 for providing the service.

8.8 If the delivery includes alcoholic drinks or any other age-restricted items, you agree to ensure that a person of 21 years of age or older with appropriate identification is present to take delivery of the alcoholic drinks or other items. Istana Ayam Tua reserves the right not to deliver any age-restricted product to anyone who is, or appears to be under, the age of 21 years old, and to charge the customer an additional re-delivery fee of RM 15.00.

8.9 The customer is required to contact +60 10-958 6099 for the following circumstances:

8.9.1 If there are any changes in the delivery address/contact details made between submission of order and delivery date

8.9.2 Rescheduling the delivery goods

8.9.3 change of the delivery time

8.9.4 request for the specific delivery period

8.10 You may select the nearest store to proceed ordering online, contact us at +60 10-958 6099 to check on our delivery coverage.

9 SELF-PICK UP AT STORE (GOODS COLLECTION AT OUTLET)

9.1 Customer can collect their order at selected Istana Ayam Tua Outlet in the App from Monday to Sunday.

Complete Order with proof of payment	Pick Up Time Frame
Before 10:00am	12:00pm-8:00pm
10:00am – 12:00pm	2:00pm-8:00pm
12:01pm-2:00pm	4:00pm-8:00pm
2:01pm-4:00pm	6:00pm-8:00pm

Note: