Frequently asked questions

Suki is a loyalty and commerce platform for Philippine neighbourhoods. It has three sides: Suki Perks for customers, Suki Business for the businesses selling, and Suki Rider for the couriers delivering.

The three run on one shared network, so points you earn, orders you place, and deliveries you take all move through the same system.

Suki Perks is free for customers. You pay the business for what you buy, a delivery fee if a rider brings it, and a payment service fee only when you pay online.

For businesses, the catalogue, point-of-sale, receipts, reports, and the entire loyalty programme are free. Commission applies only to orders paid online through the platform — walk-in and cash orders carry none.

Suki operates in the Philippines. Coverage depends on which businesses have joined near you and whether riders are active in your area — open the app and it will show you what is actually available at your address.

You must be at least 18 to hold any Suki account — customer, business, or rider.

Email support@sukiperks.com. Someone is on it Mon–Sat, 9AM–6PM PHT, and you will get a reply from a person within 24–48 hours.

A reply is not the same as a fix. Include your order number — or your registered mobile number if it is an account problem — plus what you expected and what happened instead, and most cases close on the first exchange.

If it is a problem with one specific order, message the business in the app first. They can usually sort it out faster than we can.

You earn points 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.

Points belong to the business that issued them. Points earned at one business are redeemed at that business; they do not pool across the platform.

Points expire after 12 months without any earning or redemption at that business. We notify you before that happens.

No. Points have no cash value and cannot be sold, gifted, or transferred between accounts. They are redeemed for eligible items at the business that issued them.

Yes. In your cart, tap Add a note for the business on any item, or use the note field at checkout for the whole order. Your note reaches the business with the order.

A note is a request, not a guarantee — a business that cannot meet it should message you before preparing your order.

If you have a serious allergy, do not rely on a note. Message the business to confirm before you order. Food safety and allergens are the business's responsibility.

Before the business accepts — yes, in the app, free of charge.

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 through in-app chat to ask.

If a business cancels a paid online order, you are refunded in full automatically, including the payment service fee.

Contact support within 24 hours of delivery or pickup if items are missing, materially different from what you ordered, in unacceptable condition, or never arrived.

Include your order number and photographs where relevant. Refunds go back to your original payment method; your bank or e-wallet may take 5–10 business days to show the credit.

Change of mind after a business has accepted is not refundable, and neither is a delivery that failed because of an address you entered incorrectly.

Cash on delivery or in person, or online via QR Ph, GCash, Maya, or bank transfer.

Online payments are processed by PayMongo — we never see or store your card or e-wallet credentials. Online orders carry a payment service fee of 3% (minimum ₱10); cash orders never do.

Your order is created only after payment confirms, so an incomplete payment means no order was placed and the business never saw it.

If money did leave your account, contact support with the payment reference. We will trace it and either complete the order or refund you in full.

In the app: Profile → Settings → Delete Account. We send a confirmation link to your registered email and deletion proceeds only when you click it.

Confirming deletes your account immediately and permanently. Full detail, including what we are required to keep, is on Delete your account.

Register in the Suki Business app or at business.sukiperks.com. Your account starts as pending — you cannot receive orders until we verify your business and approve it.

Have your business registration or permit details ready; that is what verification checks.

Commission applies only to orders paid online through the platform, charged on the item subtotal. The current rate is 0%.

Walk-in and cash-on-delivery orders carry no commission at all — you keep 100%. So do the point-of-sale, receipts, catalogue, reports, and the loyalty programme.

We give at least 30 days' written notice before changing any rate.

No commission and no fee. You set the earning rate and choose which of your products can be redeemed with points.

You do bear the cost of the reward itself — when a customer redeems, you provide the item and Suki does not reimburse you.

Proceeds from online-paid orders are credited to your wallet when the order completes, less commission, and become withdrawable after a 24 hours hold — the window in which a customer can report a problem.

Cash orders never touch the wallet — you already hold the cash.

Minimum ₱200, fee ₱15, daily limit ₱5,000. Destinations are a verified GCash number or bank account, and processing takes 1–3 business days.

Notes appear on the order screen and print on your ticket. A customer can attach one to a single item or to the whole order.

You do not have to accept every request, but you must either honour it or tell the customer before you prepare the order. Treat allergy-related notes carefully — if you cannot be confident about an ingredient, say so rather than guessing.

Use them to fulfil that order, and nothing else. You receive the customer's name, mobile number, delivery address, order contents, and their points balance at your business.

You must not use them for your own marketing, sell or share them, or keep them beyond fulfilment and any dispute period. Misuse is a material breach of your agreement and can make you independently liable to the customer and to the National Privacy Commission.

Not simply for being negative — reviews are the customer's own opinion.

We do remove reviews that are unlawful, abusive, or breach our content rules. Report those to business support.

You must be at least 18, hold a valid Philippine driver's licence for your vehicle, and have that vehicle registered, roadworthy, and insured.

You verify your identity with a government ID and a selfie, and register your vehicle details. You cannot accept deliveries until that verification is approved.

The face check runs entirely on your own phone. No face template is created on our servers, transmitted, or stored, and we never run facial recognition against any database.

The photographs are stored securely, reviewed by verification staff, and kept for 1 year after your account is deactivated.

Credits are prepaid funds used to pay platform commission when you accept a delivery. They are not withdrawable.

Earnings are delivery fees from online-paid orders. These you can withdraw.

You can move earnings into credits at any time, so commission can be funded from what you have already earned. You cannot move credits back.

20% of the delivery fee, deducted from your credits the moment you accept an offer. You need enough credits to cover it before you can accept.

If you cancel, or the business cancels, you are refunded exactly what was deducted — even if the rate has changed since.

No. Declining an offer costs you nothing and does not affect your standing.

Cancelling after you have accepted is different — it lowers your reliability score and reduces future offers, because a business is left holding prepared goods. Cancellations caused by the business do not count against you.

No. Going offline stops location collection entirely.

While you are online and waiting, we collect approximate location to find deliveries near you. While you are carrying an order we collect precise location continuously, including in the background, so the customer and business can see you coming — and that stops when the delivery ends.

Delivery routes are kept for a limited period to resolve disputes. They are not used to monitor your speed or to discipline you.

No. Suki does not provide accident, health, or third-party cover for riders. You must maintain the vehicle insurance the law requires, and we strongly recommend arranging personal accident cover as well.

You are an independent contractor, not an employee, so statutory employee benefits do not apply — you are responsible for your own SSS, PhilHealth, and Pag-IBIG contributions as a self-employed person.

Call 911 first. Your safety comes before any delivery — never take a risk to complete one.

Once you are safe, report the incident to rider support. We will not penalise your reliability score for a delivery you could not complete because of a genuine safety incident.

In the app: Profile → Account → Request Account Deletion, or contact rider support. We email a confirmation link, and confirming it deletes your account immediately. Your uploaded licence, vehicle documents and ID photographs go with it.

Withdraw your earnings first — deletion is irreversible once you confirm. See Delete your account for the full detail.

No. Never — not to advertisers, not to data brokers, not to anyone.

We share data only where running the service requires it: with the business and rider on your specific order, with PayMongo to take a payment, and with the infrastructure providers listed in each privacy policy.

Only the people involved in your order. A business sees your name, phone, delivery address, and order contents — not your email, your other addresses, or your history with other businesses. A rider sees what they need to reach you, and that access ends when the delivery does.

Yes. Under the Data Privacy Act (RA 10173) you can request access, correction, export, or deletion. Write to our Data Protection Officer and we respond within 30 days.

If you are not satisfied with our response you can complain to the National Privacy Commission.

On secure servers in Southeast Asia, encrypted in transit and at rest. Some service providers process data in other countries under contractual safeguards requiring protection comparable to Philippine law.