TERMS AND CONDITIONS – SAPU SUPERAPP
Applicable to users in Sarawak, Malaysia
Last updated: 15 December 2018
Effective Date: 27 April 2026
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1. INTRODUCTION
Welcome to Sapu Superapp ("Sapu", "we", "us", "our"). Sapu is a technology platform that provides a superapp connecting users with independent third‑party service providers (e.g., drivers, riders, technicians, sellers, etc.) for various services, including but not limited to:
· Sapu Cab – ride‑hailing / taxi services
· Sapu Book – hotel, homestay, room, and venue booking
· Sapu Food – food delivery at in‑store prices
· Sapu Shop – online global marketplace
· Sapu Mart – grocery and convenience store delivery
· Sapu Used – buy and sell second‑hand goods
· Sapu Home – home services (gas refill, aircond repair, plumbing, electrical)
· Sapu Box – parcel, document, and item delivery
· Runner Services – purchasing and delivering items from third‑party merchants (e.g., KFC, McDonald's, Starbucks, Secret Recipe, etc.) on your behalf
· Any future services we may add.
By downloading, installing, or using the Sapu Superapp within Sarawak, Malaysia, you agree to be bound by these Terms and Conditions ("Terms"). If you do not agree, please do not use our Services.
These Terms apply exclusively to users located in Sarawak, Malaysia. Any use of the Services outside Sarawak is not permitted under these Terms unless we expressly agree otherwise.
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2. NATURE OF THE PLATFORM
Sapu is not a transportation, courier, food delivery, home service, or retail company. We do not employ service providers. We are a technology platform that facilitates connections between users and independent third‑party providers. Each provider is solely responsible for the services they render. Sapu does not control or direct providers and is not liable for their acts or omissions.
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3. ELIGIBILITY AND ACCOUNT REGISTRATION
· You must be at least 18 years old (or the age of majority in Malaysia) and legally capable of entering into a binding agreement.
· You may only register one account. All information provided (name, email, phone number, delivery address, etc.) must be accurate, complete, and truthful.
· You are responsible for maintaining the confidentiality of your account password and for all activities under your account.
· You may not transfer or share your account with any third party.
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4. USING THE SERVICES
· You agree to use the Services only for lawful purposes and in accordance with these Terms.
· You may not place false orders, harass providers, or misuse the App in any way.
· You agree to treat all providers (drivers, riders, technicians, etc.) with respect and follow any safety instructions they give.
· For Runner Services (purchasing from third‑party merchants like KFC, Starbucks, Secret Recipe, etc.):
· Sapu is not affiliated, partnered, or endorsed by those merchants.
· The runner purchases items on your behalf as a customer, not as an agent of the merchant.
· You are responsible for paying the merchant’s exact in‑store price (as shown on the receipt) plus our delivery fee and runner management fee (RM2 per order).
· Sapu is not responsible for any merchant errors (wrong items, quality, taste, temperature, packaging, etc.). Complaints must be directed to the merchant directly.
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5. PROHIBITED ITEMS AND ACTIVITIES
You may not use any Sapu service to:
· Transport or purchase illegal, dangerous, stolen, or prohibited goods.
· Send items requiring special licenses or permits.
· Send items to or from prisons or restricted areas.
· Transport pets or animals (unless the provider explicitly agrees; at provider’s sole discretion).
· Send fragile or perishable items that are not properly packed – you assume all risk for such items.
· Carry items exceeding dimensions 80cm (length) × 50cm (width) × 30cm (height) or weighing more than 10kg unless the service explicitly allows larger items.
· Harass, threaten, or harm any provider or other user.
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6. PAYMENT – CASHLESS POLICY
Sapu Superapp operates as a fully cashless platform within Sarawak.
· No cash payments are accepted for any service.
· All payments must be made through integrated digital methods available in the App (credit/debit cards, e‑wallets, online banking, or any other electronic payment method we make available).
· You agree to pay all fees as displayed at the time of order, including delivery fees, runner management fees, service charges, and any applicable taxes.
· For Runner Services, you pay the merchant’s in‑store price (as per the receipt) plus delivery fee (RM5 for first 2km, then RM1 per additional km).
· If a merchant changes its prices without notice, you agree to pay any difference (Sapu will inform you before purchase).
Sapu riders, drivers, technicians, and runners are strictly prohibited from accepting cash payments. If anyone asks you to pay in cash, please report them immediately to [[email protected]].
Payment Gateway Charges
All payments made through Sapu Superapp are processed by third‑party payment gateways (e.g., Stripe, FPX, credit/debit card processors, e‑wallets). These service providers may impose transaction fees, currency conversion fees, or other charges as determined by the respective banks or gateway operators.
Sapu Superapp does not collect any of these fees. Any such charges are solely the responsibility of the customer and are deducted by the payment gateway before the order amount is credited to Sapu.
By proceeding with payment, you acknowledge and agree that you have reviewed and accepted the applicable fees charged by your bank or payment provider.
SERVICE FEE (10%)
Sapu Superapp charges a Service Fee of 10% (ten per cent) of the total value of the food, groceries, or other items purchased through the Platform (excluding delivery fees, runner management fees, and any applicable taxes).
How it works:
· The Service Fee is calculated based on the in‑store price of the items you order (as shown on the receipt provided by our runner).
· It is added to your total payment at checkout, together with the delivery fee and any other applicable charges.
· The Service Fee is non‑refundable once the order has been successfully delivered (except in the case of a full cancellation before the runner starts the service, as stated in our Cancellation Policy).
What the Service Fee covers:
The Service Fee helps Sapu maintain and improve its platform, including but not limited to:
· 24/7 customer support (AI and human)
· Secure payment processing
· Technology infrastructure (servers, AI systems, app maintenance)
· Fraud prevention and risk management
· Continuous development of new features and services
Important notes:
· The Service Fee applies to all orders made through Sapu Superapp, including Sapu Food, Sapu Mart, Sapu Runner Services, Sapu Box, and Sapu Home (including LPG gas delivery).
· The Service Fee is separate from the delivery fee (which is paid 80% to the runner) and from vendor commissions (which remain 0% for the first 3 months and are replaced by a low monthly subscription thereafter).
· Sapu reserves the right to adjust the Service Fee from time to time in accordance with the “Changes to Terms & Conditions” section. Any material change will be notified to users at least 14 days in advance.
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7. CANCELLATIONS AND REFUNDS
· You may cancel an order before the provider has confirmed or before payment is made (a small cancellation fee – currently RM3 – may apply).
· Once a provider has started the service (e.g., runner has paid the merchant, driver has started the ride, technician has arrived at your location), cancellation is not possible and no refund will be issued.
· For Runner Services, once the runner has paid the merchant, the order cannot be cancelled.
· Refunds for defective, wrong, or missing items from a merchant must be sought directly from the merchant. Sapu will assist by providing the receipt as proof of purchase but is not liable for the merchant’s errors.
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8. YOUR RESPONSIBILITIES AND RISKS
· You are solely responsible for the accuracy of your orders, delivery addresses, and any special instructions.
· You assume all risks associated with using the Services, including but not limited to road accidents, food quality, product defects, provider conduct, and any loss or damage to items you send or receive.
· For fragile or perishable items (cakes, glass, electronics, ice cream, etc.), you must pack them properly. Sapu is not liable for damage caused by inadequate packaging.
· You agree to indemnify and hold Sapu harmless from any claims, damages, or expenses arising from your violation of these Terms or any applicable laws.
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9. LIMITATION OF LIABILITY
To the fullest extent permitted by the laws of Malaysia (including the laws of Sarawak):
· Sapu’s total liability for any claim arising from your use of the Services is limited to the total amount you paid for the specific order giving rise to the claim.
· Sapu is not liable for any indirect, incidental, special, or consequential damages (including loss of profits, data, goodwill, personal injury, or emotional distress) even if advised of the possibility.
· Sapu does not guarantee that the App will be uninterrupted, error‑free, or secure.
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10. INTELLECTUAL PROPERTY
· The Sapu name, logo, App, and all related intellectual property are owned by Sapu.
· You are granted a limited, non‑exclusive, non‑transferable license to use the App for personal, non‑commercial purposes.
· You may not reverse engineer, copy, modify, create derivative works from, or commercially exploit the App or any of its content.
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11. TERMINATION
· You may terminate your account at any time by contacting support at [[email protected]]. Any remaining prepaid balance (excluding promotional credits) may be refunded within 30 working days, subject to our then‑current policies.
· Sapu may suspend or terminate your account immediately without notice if you violate these Terms, engage in fraudulent or harmful activities, or misuse the App in any way.
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12. GOVERNING LAW AND DISPUTES
These Terms are governed by the laws of Malaysia, and specifically the laws of the State of Sarawak. Any dispute arising from these Terms or from your use of the Services shall be subject to the exclusive jurisdiction of the courts of Sarawak, Malaysia.
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13. For TERMS & CONDITIONS – Add under a new section "Runner Obligations" or within the existing “Runner Terms”
PERKESO (SOCSO) & Insurance Responsibility
As a self-employed runner, you are solely responsible for registering and paying your own contributions under the Self‑Employment Social Security Act 2017 (PERKESO / SOCSO). Sapu does not deduct or remit SOCSO contributions on your behalf. You must maintain active SOCSO coverage throughout your activity as a runner.
While PERKESO provides basic employment injury protection, Sapu strongly recommends that you also obtain additional personal accident insurance to cover risks outside working hours, liability to third parties, and other situations not covered by PERKESO. You are free to choose your own insurance provider. If you do not have personal accident insurance, Sapu may, upon your request, refer you to a recommended provider, but any insurance policy is a separate contract between you and the insurer. Sapu does not act as an insurance agent and receives no commission from such referrals.
Tanggungjawab PERKESO & Insurans
Sebagai runner yang bekerja sendiri, anda bertanggungjawab sepenuhnya untuk mendaftar dan membayar caruman PERKESO anda di bawah Akta Keselamatan Sosial Pekerjaan Sendiri 2017. Sapu tidak memotong atau membayar caruman PERKESO bagi pihak anda. Anda mesti mengekalkan perlindungan PERKESO yang aktif sepanjang tempoh berkhidmat sebagai runner.
Walaupun PERKESO memberi perlindungan asas terhadap kemalangan pekerjaan, Sapu amat mengesyorkan agar anda juga mendapatkan insurans kemalangan peribadi tambahan untuk meliputi risiko di luar waktu bekerja, liabiliti kepada pihak ketiga, dan situasi lain yang tidak dilindungi oleh PERKESO. Anda bebas memilih pembekal insurans sendiri. Sekiranya anda tidak mempunyai insurans kemalangan peribadi, Sapu boleh, atas permintaan anda, merujuk anda kepada pembekal yang disyorkan. Walau bagaimanapun, sebarang polisi insurans adalah kontrak berasingan antara anda dan syarikat insurans. Sapu bukan ejen insurans dan tidak menerima komisen daripada rujukan tersebut.
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14. RUNNER KIT (UNIFORM & DELIVERY BAG)
All registered runners must purchase the official Sapu runner kit, which consists of one (1) black collared shirt with the Sapu logo on the left chest and one (1) black delivery bag with the Sapu logo on the front. The kit is priced at RM130 (non-refundable). You are prohibited from using your own shirt or bag. The official kit must be worn and carried during every delivery job. Failure to comply may result in suspension or termination of your runner account. Payment for the kit can be made via the Sapu app or through bank transfer as instructed after registration.
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15. CHANGES TO THESE TERMS
Sapu may revise these Terms from time to time. We will notify you of material changes via the App or email. Your continued use of the Services after the effective date constitutes your acceptance of the revised Terms.
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16. CONTACT US
For any questions, concerns, or requests regarding these Terms, please contact:
Sapu Superapp – Legal Team
Email: support@sapu.me
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End of Terms and Conditions