1DEFINITIONS
1.1 "Platform"
Means the CloudCity website, mobile application, mobile web (H5) pages, and any other digital channel through which CloudCity Services are made available.
1.2 "Customer" or "User"
Means any individual who registers for, accesses, or uses the Platform, including browsing, placing an Order, or making a payment.
1.3 "Merchant"
Means a restaurant, shop, service provider, or other business that offers products or services to Customers through the Platform.
1.4 "Rider" or "Driver"
Means an independent service provider engaged through the CloudCity platform to perform Food Delivery, Deli, Say Buy, or Taxi Service.
1.5 "Order"
Means any request submitted by a Customer through the Platform for the purchase of products or the provision of services.
1.6 "Services"
Means Food Delivery, Store Pickup, Deli, Say Buy, Taxi Service, Mobile Top-up, and any other service made available through the Platform from time to time.
1.7 "CloudCity Balance"
Means a closed-loop platform balance maintained within a Customer's CloudCity Account and usable only for eligible CloudCity Services. CloudCity Balance may be funded through payment methods supported by CloudCity, including KBZPay, bank transfer, cash, or other approved methods, and may also be credited with refunds, promotions, or adjustments. CloudCity Balance does not bear interest, is not transferable between Customers, and is not redeemable or withdrawable as cash except where expressly permitted by CloudCity or required by applicable law.
1.8 "Order Value"
Means the total price of the products or services in an Order, exclusive of delivery fees, service fees, and applicable taxes unless stated otherwise.
1.9 "Business Day"
Means a day other than a Saturday, Sunday, or public holiday in Myanmar.
1.10 "Third-Party Channel"
Means any application, mini-program, or platform operated by a partner of CloudCity through which certain CloudCity Services may also be made available to Customers, subject to that partner's own applicable terms.
2USER ELIGIBILITY
2.1 Only individuals who are at least eighteen (18) years of age may independently register an Account. A person under eighteen (18) years of age may use the Services only through the Account of a parent or legal guardian and under that account holder's direct supervision. The account holder shall be responsible for all Orders, payments, use of the Services, and contractual obligations arising from such use.
2.2 By registering an Account, the account holder represents and warrants that they have the legal capacity to enter into a binding contract under the laws of Myanmar and that all information provided to CloudCity is true, accurate, complete, and up to date.
2.3 CloudCity reserves the right to refuse registration, suspend, or terminate any account where eligibility requirements are not met or where false information has been provided.
3USER ACCOUNT
3.1 To access certain Services, you may be required to register for a CloudCity account by providing information such as your name, phone number, and delivery address.
3.2 You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify CloudCity immediately of any unauthorized use of your account.
3.3 You agree to keep your account information accurate, complete, and up to date at all times.
3.4 CloudCity may suspend or close an account that is inactive, fraudulent, or used in violation of these Terms.
3.5 You may only maintain one active account unless otherwise permitted by CloudCity.
Account Deletion
3.6 You may request the deletion of your Account at any time through the App by selecting Settings -> Account -> Delete Account, or by contacting CloudCity Customer Service.
3.7 Upon receipt of a valid Account deletion request, CloudCity will delete or anonymize the Customer's Personal Data within a reasonable period. However, Order records, transaction records, and other information that must be retained for tax, accounting, legal, regulatory, audit, fraud-prevention, or dispute-resolution purposes will be retained for the period required by applicable law or for as long as reasonably necessary to fulfil the relevant obligation.
3.8 Account deletion is final and cannot be reversed. Any unused CloudCity Balance remaining in the Account at the time of deletion will be handled in accordance with Clause 12.5 of these Terms. The Customer is advised to use or otherwise properly deal with any remaining CloudCity Balance before submitting an Account deletion request.
3.9 Following the deletion of your Account, CloudCity may continue to retain and use anonymized or aggregated data that can no longer be used to identify you, for the purposes of data analysis, service improvement, and related statistical activities.
4PLATFORM SERVICES
4.1 CloudCity provides an online platform through which Customers may access the following Services:
- Food Delivery;
- Store Pickup;
- Deli;
- Say Buy;
- Taxi Service;
- Mobile Top-up;
- CloudCity Balance; and
- other Services that CloudCity may introduce from time to time.
4.2 Food Delivery is the primary business of CloudCity. Other Services are provided to complement the Platform's role as a local lifestyle service provider in Myanmar.
4.3 CloudCity acts as an intermediary platform that connects Customers with independent Merchants and Riders. CloudCity does not itself prepare, manufacture, or sell the products offered by Merchants, and does not itself operate the vehicles used to provide Taxi Service.
4.4 Service availability may vary depending on location, supported service areas, Merchant operating hours, product availability, Rider or Driver availability, weather and road conditions, telecommunications conditions, and other operational circumstances.
4.5 CloudCity may add, modify, restrict, suspend, or discontinue any Service where reasonably necessary for operational, security, legal, technical, or commercial reasons, with or without prior notice. Any such change will not affect CloudCity's obligations relating to Orders confirmed before the change, including applicable payment, refund, and CloudCity Balance settlement obligations.
5ORDERS
5.1 A Customer places an Order by selecting the relevant products or Services, reviewing and confirming the Order details, selecting an available payment method, and submitting the Order through the Platform.
5.2 An Order is not deemed confirmed until it has been accepted by the relevant Merchant, Rider, or Driver, as applicable. CloudCity may reject or cancel an Order only on reasonable and identifiable grounds, including inaccurate product information, product unavailability, suspected fraud, safety concerns, payment failure, or circumstances that prevent the Order from being reasonably fulfilled. Where a prepaid Order is rejected or cancelled through no fault of the Customer, the Customer will be entitled to a refund in accordance with Section 15.
5.3 You are responsible for reviewing your Order details, including items, quantities, delivery address, and special instructions, before submitting payment.
5.4 CloudCity may set a minimum Order Value for certain Services or Merchants. Orders below the applicable minimum may not be accepted, or may be subject to an additional small-order fee.
6FOOD DELIVERY
6.1 Food Delivery allows a Customer to order food or other products from a participating Merchant for delivery to a specified address by a Rider.
6.2 Estimated delivery times shown on the Platform are approximate and may vary due to Merchant preparation time, Rider availability, weather, traffic, or other factors beyond CloudCity's control.
6.3 The Customer must provide an accurate delivery address and be reasonably available to receive the Order. Where a Customer cannot be reached or is unavailable at the delivery location, additional fees or Order cancellation may apply.
6.4 Product images, descriptions, and prices are provided by Merchants. While CloudCity encourages Merchants to keep such information accurate, CloudCity does not guarantee that all listings are free from error.
7STORE PICKUP
7.1 Store Pickup allows a Customer to place an Order through the Platform and collect it directly from the Merchant's location.
7.2 The Customer is responsible for collecting the Order within the timeframe specified by the Merchant, or, where no timeframe is specified, within a reasonable period after receiving notice that the Order is ready. Orders not collected within a reasonable period may be cancelled, and refund eligibility will be assessed in accordance with the Refund Policy.
7.3 The Customer should be prepared to show their Order confirmation, a reference code, or other reasonable proof of purchase to the Merchant upon collection.
7.4 CloudCity is not responsible for the condition of an Order once it has been collected by the Customer, except where the Order was defective, incomplete, or incorrect at the time of collection due to the fault of the Merchant.
8DELI SERVICE
8.1 Deli is a service through which a Rider collects and delivers permitted items between locations specified by the Customer, other than food items purchased from a Merchant through the Platform.
8.2 The Customer must accurately describe the item(s) to be collected and delivered, including approximate size, weight, and any handling instructions.
8.3 CloudCity and its Riders reserve the right to refuse the collection or delivery of any item that is illegal, dangerous, prohibited under applicable law, or otherwise unsuitable for transport.
8.4 The Customer is responsible for ensuring that the item(s) are lawfully owned or possessed and may be lawfully transported.
9SAY BUY SERVICE
9.1 Say Buy is a service through which a Rider purchases permitted products on behalf of the Customer, based on the Customer's instructions, and delivers them to the Customer.
9.2 As the exact availability and price of the requested items cannot always be confirmed in advance, the final amount payable may differ from the estimated amount shown at the time of Order placement. Any difference will be settled in accordance with the payment method used.
9.3 Where products are purchased in accordance with the Customer's clear and accurate instructions, the relevant seller shall remain responsible for the inherent quality, safety, legality, suitability, and condition of those products. However, this shall not exclude responsibility for purchasing an incorrect item, failing to follow the Customer's confirmed instructions, losing or mishandling an item, or causing contamination, deterioration, or damage while the item is under the possession or control of CloudCity or the Rider.
9.4 The Customer shall inspect the products upon receipt and report any missing, incorrect, damaged, or materially non-conforming item to CloudCity Customer Support within the applicable complaint period, together with reasonable supporting information.
10TAXI SERVICE
10.1 Taxi Service is a ride-booking service that connects Customers with available Drivers for point-to-point transportation.
10.2 Fares are calculated based on distance, time, demand, and other relevant factors, and are displayed to the Customer prior to confirming a ride request where reasonably possible.
10.3 Drivers providing Taxi Service through the Platform are independent service providers and are not employees or agents of CloudCity. CloudCity does not own or operate the vehicles used to provide Taxi Service.
10.4 Customers must comply with reasonable safety instructions and behave respectfully towards Drivers. CloudCity reserves the right to suspend accounts that engage in unsafe, abusive, or unlawful conduct during a ride.
11MOBILE TOP-UP
11.1 Mobile Top-up allows a Customer to purchase mobile phone credit for a supported telecommunications provider through the Platform, using CloudCity Balance or another supported payment method.
11.2 The Customer is responsible for entering the correct mobile phone number and selecting the correct telecommunications provider and denomination before confirming a Mobile Top-up purchase. CloudCity is not responsible for top-ups delivered to an incorrect number entered by the Customer.
11.3 Mobile Top-up transactions are generally processed automatically and, once successfully completed, cannot be reversed or refunded, except where required by applicable law or due to a verified technical error on the part of CloudCity or its telecommunications partner.
11.4 Where a Mobile Top-up transaction fails after payment has been deducted due to a technical error, CloudCity will investigate the matter and, where appropriate, credit the affected amount to the Customer's CloudCity Balance.
11.5 CloudCity is not responsible for the internal policies, credit validity periods, or service quality of the telecommunications provider whose credit is purchased through Mobile Top-up.
12CLOUDCITY BALANCE
12.1 CloudCity Balance is a closed-loop platform balance maintained within a Customer's CloudCity Account and usable only to pay for eligible CloudCity Services. It is not a bank account and does not bear interest.
12.2 CloudCity Balance may be funded through payment methods supported by CloudCity, including KBZPay, bank transfer, cash, or other approved methods, and may be retained in the Account for future use. CloudCity Balance may also be credited with approved refunds, promotions, or adjustments in accordance with these Terms.
12.3 CloudCity Balance is non-interest bearing and may only be used to pay for Services on the Platform. Unless otherwise permitted by CloudCity or required by applicable law, CloudCity Balance is not transferable to another account, is not redeemable for cash, and is not withdrawable to a bank account or other external payment method.
12.4 CloudCity may impose reasonable limits on the amount of CloudCity Balance that may be held or used within a given period.
12.5 In the event of prolonged account inactivity, suspected fraud, unauthorized activity, a payment dispute, or Account suspension or closure, CloudCity may temporarily restrict or freeze the use of the affected CloudCity Balance while conducting a reasonable investigation. Any lawful and undisputed remaining balance shall be handled in accordance with the applicable refund or balance settlement process. CloudCity shall not forfeit or permanently retain a Customer's lawful and undisputed balance solely because of Account inactivity, suspension, or closure.
12.6 CloudCity will maintain transaction records showing additions to, deductions from, refunds to, and adjustments of a Customer's CloudCity Balance.
12.7 The Customer shall promptly notify CloudCity of any unauthorized or incorrect CloudCity Balance transaction. CloudCity may temporarily restrict the affected amount while conducting a reasonable investigation.
12.8 Any manual cash or bank-transfer top-up shall become available only after CloudCity has verified receipt of the relevant funds. CloudCity may request reasonable proof of payment where necessary.
12.9 CloudCity may correct a manifest accounting, system, duplicate-credit, or technical error affecting CloudCity Balance, provided that CloudCity maintains a record of the correction and gives the affected Customer a reasonable explanation.
13PRICES AND PAYMENTS
13.1 All prices displayed on the Platform are set by Merchants (for products) or by CloudCity (for delivery, service, and platform fees) and are shown in Myanmar Kyat (MMK) unless otherwise stated.
13.2 Prices may include delivery fees, service fees, small-order fees, and applicable taxes, which will be shown to the Customer before Order confirmation.
13.3 Payment may be made through CloudCity Balance, supported third-party payment methods (including mobile payment applications), or cash on delivery where available. CloudCity reserves the right to add, remove, or restrict available payment methods at any time.
13.4 The Customer authorizes CloudCity and its payment partners to process payment for confirmed Orders through the selected payment method.
13.5 CloudCity shall not be responsible for delays or failures caused solely by third-party payment providers, banks, or telecommunications networks where the cause is outside CloudCity's reasonable control. CloudCity will, however, provide reasonable assistance in verifying the transaction and will process or facilitate the appropriate refund, reversal, or balance adjustment where payment has been deducted but the relevant Order or Service has not been successfully completed.
14CANCELLATION
14.1 A Customer may cancel an Order before it has been accepted or prepared by the Merchant, or before a Rider or Driver has been dispatched, subject to the specific conditions of the relevant Service.
14.2 Where a Merchant has already commenced preparation of an Order, or where a Rider or Driver has already been dispatched or has commenced providing the relevant Service, cancellation may be refused or a reasonable cancellation fee may apply. Any applicable cancellation condition, fee amount, or method of calculation shall be disclosed to the Customer before the Order is confirmed. A cancellation fee shall be limited to costs that have actually and reasonably been incurred in connection with the cancelled Order. No cancellation fee shall apply where the cancellation results from a technical error attributable to the Platform, duplicate Order creation, Merchant unavailability, material delay or failure by the Merchant or Rider/Driver, or any other circumstance not attributable to the Customer.
14.3 Upon request, CloudCity will provide the Customer with a reasonable explanation of the basis on which any cancellation fee was charged.
14.4 CloudCity, a Merchant, or a Rider/Driver may cancel an Order on reasonable grounds, including product unavailability, inability to reach the Customer, unsafe conditions, payment failure, or suspected fraudulent activity. Where an Order is cancelled through no fault of the Customer, any prepaid amount shall be refunded in accordance with Section 15.
15REFUND POLICY
15.1 Where an Order is cancelled, unavailable, incorrect, damaged, incomplete, or otherwise unsatisfactory through no fault of the Customer, the Customer may be eligible for a full or partial refund following review by CloudCity in accordance with this Section.
15.2 Refunds for prepaid Orders will be processed according to the payment method used: (a) payments made using CloudCity Balance will be credited back to the Customer's CloudCity Balance; (b) payments made through KBZPay or another supported third-party prepaid payment method will be refunded to the original payment method where technically available; and (c) where a refund to the original payment method is not technically available, the refunded amount may be credited to CloudCity Balance or settled through another agreed method only with the Customer's consent.
15.3 Cash on Delivery ("COD") Orders are not paid in advance and are therefore not subject to a balance refund process. If a COD Order is cancelled before delivery, the Customer shall not be required to make any payment. If an Order contains unavailable, missing, incorrect, or otherwise affected items, the Customer shall pay only the amount payable for the items actually delivered and accepted at the time of receipt.
15.4 Any amount credited to CloudCity Balance under this Refund Policy may be used only for eligible Services available on the Platform and remains subject to Section 12.
15.5 CloudCity will review each refund request using reasonable and objective criteria, including the Order status, payment records, photographic or documentary evidence, communications between the parties, Merchant records, and Rider or Driver records, as applicable.
15.6 Refund or remedy requests relating to missing, incorrect, damaged, spoiled, or incomplete food Orders should normally be submitted within twenty-four (24) hours after delivery or collection. Requests relating to duplicate charges, payment errors, failed Mobile Top-up transactions, or other payment-related matters should normally be submitted within seven (7) calendar days after the relevant transaction. These periods shall not prevent a Customer from submitting a complaint concerning a food-safety issue, latent defect, unauthorized transaction, fraud, or other matter that could not reasonably have been discovered within the ordinary complaint period.
15.7 A refund or remedy request shall be submitted through the Platform, in-app support, or CloudCity Customer Support and shall include the Order number, a description of the issue, and any reasonably available supporting evidence. CloudCity may request additional information where reasonably necessary to verify the request.
15.8 CloudCity will acknowledge receipt of a refund request and review the information submitted by the Customer, Merchant, and Rider or Driver, as applicable. The Customer will be informed of the outcome and the principal reasons for the decision within a reasonable processing period.
15.9 If a refund request is rejected, the Customer may request one further internal review by providing additional relevant information or explaining why the original decision should be reconsidered.
15.10 CloudCity will process an approved refund promptly and within a reasonable number of Business Days, subject to the processing time of the relevant bank, payment provider, or telecommunications network. Where the refund is credited to CloudCity Balance, the credit will be made promptly after approval.
16MERCHANT RESPONSIBILITIES
16.1 Merchants are independent businesses responsible for the products and services they offer through the Platform, including but not limited to:
- food quality and hygiene;
- accuracy of ingredients and allergen information;
- food safety and compliance with applicable health regulations;
- accuracy of product descriptions, prices, and availability; and
- proper packaging suitable for delivery or pickup.
16.2 Merchants are responsible for maintaining any licenses, permits, or registrations required by applicable law to operate their business and to sell their products or services.
16.3 CloudCity may remove, suspend, or restrict a Merchant that fails to meet reasonable quality, safety, or conduct standards, or that receives repeated valid complaints from Customers.
17CUSTOMER RESPONSIBILITIES
17.1 Customers are responsible for providing accurate Order, delivery, and payment information.
17.2 Customers must treat Merchants, Riders, Drivers, and CloudCity staff with respect, and must not engage in abusive, threatening, discriminatory, or unlawful behaviour.
17.3 Customers are responsible for verifying the contents of an Order upon receipt and for promptly reporting any issue through the Platform or Customer Support.
17.4 Customers must not misuse the Platform, including by submitting false claims, abusing the Refund Policy, or engaging in fraudulent payment activity.
18CLOUDCITY RESPONSIBILITIES
18.1 CloudCity operates the Platform as an intermediary connecting Customers with Merchants and Riders/Drivers. CloudCity does not manufacture, prepare, or directly control the products sold by Merchants.
18.2 Responsibility for food quality, ingredients, food safety, product accuracy, and packaging rests with the relevant Merchant, as set out in Section 16 above.
18.3 CloudCity will use reasonable efforts to facilitate a smooth experience across the Platform, including reasonable efforts to select and monitor Merchants and Riders/Drivers, provide customer support, and address legitimate complaints in a timely manner.
18.4 CloudCity will handle Customer data in accordance with its Privacy Policy and applicable law.
19REVIEWS AND RATINGS
19.1 CloudCity may allow Customers to rate and review Merchants, Riders, and Drivers following completion of an Order.
19.2 Reviews must be honest, relevant, and must not contain false, defamatory, abusive, discriminatory, or unlawful content, and must not disclose the personal data of any third party without their consent.
19.3 By submitting a review, the Customer grants CloudCity a non-exclusive, royalty-free, worldwide licence to display, reproduce, and use the review content on the Platform and in related marketing materials, in each case in a manner consistent with the Privacy Policy.
19.4 CloudCity may moderate, restrict, or remove any review that violates these Terms or applicable law, including reviews containing false, defamatory, abusive, threatening, discriminatory, unlawful, irrelevant, promotional, or privacy-infringing content. CloudCity may make non-material edits for formatting, spelling, length, or clarity, provided that such edits do not materially change the meaning, context, or opinion expressed by the Customer.
19.5 A Customer may contact CloudCity Customer Support to request an internal review of the removal or restriction of content submitted by that Customer.
19.6 CloudCity may use ratings and reviews to monitor and improve the quality of Merchants and Riders/Drivers on the Platform, including through internal performance scoring that may affect a Merchant's or Rider's/Driver's continued participation on the Platform.
20PRIVACY
20.1 CloudCity collects, uses, stores, shares, and otherwise processes Personal Data in accordance with the CloudCity Privacy Policy, which is incorporated into these Terms by reference and is made available through the Platform.
20.2 The Privacy Policy explains the categories of Personal Data collected by CloudCity, the purposes for which such data is processed, the parties with whom such data may be shared, the applicable retention periods, and the rights and choices available to Customers.
20.3 Where Personal Data is required for the performance of an Order or Service, relevant information may be shared with the applicable Merchant, Rider, Driver, payment service provider, or other service provider only to the extent reasonably necessary to complete the relevant transaction or provide the Service.
20.4 In the event of any inconsistency between these Terms and the Privacy Policy concerning the processing of Personal Data, the Privacy Policy shall apply to the extent of that inconsistency. These Terms shall continue to govern Orders, payments, refunds, Account use, and other aspects of the Services.
21PROHIBITED ACTIVITIES
21.1 You must not use the Platform to:
- violate any applicable law or regulation in Myanmar;
- submit false, misleading, or fraudulent information;
- interfere with or disrupt the operation, security, or integrity of the Platform;
- use automated means (bots, scrapers, or similar tools) to access or extract data from the Platform without authorization;
- impersonate any person or entity, or misrepresent your affiliation with any person or entity;
- harass, threaten, or abuse Merchants, Riders, Drivers, or CloudCity staff;
- order, request, or attempt to transport any illegal, dangerous, or prohibited item; or
- circumvent, disable, or otherwise interfere with any security-related features of the Platform.
21.2 CloudCity reserves the right to investigate suspected violations and to suspend or terminate any account involved in prohibited activity, without prejudice to any other remedy available to CloudCity under applicable law.
22INTELLECTUAL PROPERTY
22.1 All content on the Platform, including but not limited to the CloudCity name, logo, trademarks, graphics, text, software, user interface, and design, is the property of CloudCity or its licensors and is protected under applicable intellectual property laws in Myanmar and internationally.
22.2 You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for personal, non-commercial purposes in accordance with these Terms. No other rights are granted to you by implication, estoppel, or otherwise.
22.3 You must not copy, reproduce, modify, distribute, publicly display, reverse-engineer, or create derivative works from any part of the Platform without CloudCity's prior written consent, except to the extent expressly permitted by applicable law.
22.4 Any feedback, suggestions, or ideas you submit to CloudCity regarding the Platform may be used by CloudCity without restriction or compensation to you.
23DISCLAIMER
23.1 The Platform and Services are provided on an "as available" basis. CloudCity does not warrant that the Platform will be continuously available, uninterrupted, or entirely free from technical errors.
23.2 Information relating to products, ingredients, prices, availability, preparation, and Merchant operating hours is generally supplied by the relevant Merchant. CloudCity will use reasonable efforts to require Merchants to maintain accurate information but does not independently manufacture or prepare Merchant products.
23.3 Nothing in these Terms excludes responsibility arising from CloudCity's own acts or omissions, including its payment processing, Order administration, customer support, operation of the Platform, handling of CloudCity Balance, or any other activity under CloudCity's reasonable control.
23.4 The allocation of responsibility between CloudCity, Merchants, Riders, Drivers, and third-party service providers does not affect any mandatory right or remedy available to a Customer.
23.5 Where CloudCity becomes aware of a credible safety issue, serious Merchant misconduct, or repeated valid complaints, CloudCity may investigate, restrict the relevant listing or Service, suspend the Merchant or Rider, and take other reasonable corrective action.
24LIMITATION OF LIABILITY
24.1 Subject to this Section and to the fullest extent permitted by applicable law, CloudCity shall be responsible only for direct and reasonably foreseeable loss or damage that is proven to have resulted from CloudCity's breach of these Terms, negligence, or wrongful act or omission.
24.2 CloudCity shall not be liable for indirect, incidental, special, punitive, or consequential loss, including loss of profit, loss of business opportunity, or loss of anticipated savings, unless such loss cannot lawfully be excluded or was directly caused by CloudCity's wilful misconduct or gross negligence.
24.3 Nothing in these Terms excludes or limits liability for: (a) death or personal injury caused by negligence; (b) fraud, fraudulent misrepresentation, wilful misconduct, or gross negligence; (c) unauthorized, duplicate, or incorrect charges caused by CloudCity; (d) unlawful handling of CloudCity Balance or Customer funds; (e) breach of confidentiality or Personal Data obligations for which liability cannot lawfully be excluded; or (f) any mandatory consumer right, refund, remedy, or compensation that cannot lawfully be excluded or limited.
24.4 CloudCity shall not be responsible for loss caused solely by inaccurate information supplied by the Customer, a Merchant, or a third-party provider, except to the extent that CloudCity knew or reasonably should have known that the information was materially incorrect and failed to take reasonable action.
25FORCE MAJEURE
25.1 CloudCity shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond its reasonable control (a "Force Majeure Event"), including but not limited to natural disasters, extreme weather, fire, flood, war, civil unrest, acts of terrorism, government action or restriction, epidemic or pandemic, power or telecommunications failure, internet service disruption, or labour disputes.
25.2 During a Force Majeure Event, CloudCity may suspend, limit, restrict service areas for, or modify affected Services and will use reasonable efforts to notify Customers of any significant disruption through the Platform or other reasonable means.
25.3 If a Force Majeure Event prevents an Order or Service that has already been paid for from being performed in full, the Customer shall be entitled to a refund for the unperformed portion in accordance with Section 15. Where the Order or Service has been partially or substantially performed before the Force Majeure Event occurred, CloudCity may deduct only the reasonable value of the portion that was actually completed and shall refund the remaining eligible amount.
25.4 CloudCity shall maintain reasonable records of Orders affected by a Force Majeure Event and will use reasonable efforts to notify affected Customers of service suspension, cancellation, or refund arrangements.
26SUSPENSION OR TERMINATION
26.1 CloudCity may immediately restrict or suspend an Account, with or without prior notice, where CloudCity reasonably suspects fraud, unauthorized payment activity, account compromise, unlawful conduct, abuse, a serious safety or security risk, repeated false refund claims, or conduct that may cause material harm to a Customer, Merchant, Rider, Driver, CloudCity, or a third party.
26.2 For a non-serious or remediable breach of these Terms, CloudCity will normally provide the Customer with notice of the breach and a reasonable opportunity to correct it before permanently terminating the Account.
26.3 Where reasonably practicable, CloudCity will inform the Customer of the general reason for an Account restriction, suspension, or termination, unless providing that information is prohibited, would create a security risk, or would materially prejudice an investigation.
26.4 A Customer may request an internal review of an Account suspension or termination by contacting CloudCity Customer Support and providing relevant information.
26.5 A Customer may request Account deletion in accordance with Clauses 3.6 to 3.9. Account deletion, suspension, or termination shall not affect any right, obligation, payment, refund, complaint, dispute, or liability that arose before the effective date of such action.
26.6 Any unused CloudCity Balance remaining in a suspended, terminated, or deleted Account shall be restricted, reviewed, refunded, restored, or otherwise settled in accordance with Sections 12 and 15. CloudCity shall not permanently forfeit a lawful and undisputed balance solely because an Account has been suspended or terminated.
27AMENDMENTS
27.1 CloudCity may update these Terms from time to time to reflect changes in its Services, business operations, payment arrangements, technology, safety standards, or applicable laws and regulations.
27.2 CloudCity will provide reasonable advance notice of any material amendment affecting fees, payment methods, payment or refund arrangements, CloudCity Balance, Customer obligations, Personal Data use, dispute resolution, or Account suspension or termination. Non-material amendments may take effect upon publication on the Platform or on another stated effective date. An amendment may take effect immediately where reasonably necessary for legal, regulatory, security, fraud-prevention, or urgent operational reasons.
27.3 Amendments will not apply retroactively to the price, payment, refund eligibility, or other material terms of an Order confirmed before the effective date of the amendment, unless required by law or expressly agreed by the Customer. Continued use of the Platform after the effective date of the updated Terms constitutes acceptance of the updated Terms. If the Customer does not agree, the Customer must stop using the Platform and may request Account deletion in accordance with Section 3.
27.4 CloudCity may retain electronic records demonstrating the Customer's acceptance of these Terms, including the version of the Terms presented, the date and time of acceptance, the relevant Account identifier, and the Customer's affirmative action, such as selecting an acceptance checkbox or submitting an Order after the Terms have been displayed.
These Terms and Conditions may be provided in English, Myanmar, Chinese, or other supported languages. In the event of any inconsistency, conflict, or discrepancy between the English version and any translated version, the English version shall prevail.
28SEVERABILITY AND WAIVER
28.1 If any provision of these Terms is found to be invalid, illegal, or unenforceable under applicable law, the remaining provisions shall continue in full force and effect to the fullest extent permitted by law.
28.2 No failure or delay by CloudCity in exercising any right under these Terms shall operate as a waiver of that right, nor shall any single or partial exercise of a right preclude any other or further exercise of that right.
29GOVERNING LAW AND DISPUTE RESOLUTION
29.1 These Terms shall be governed by, and construed in accordance with, the laws of the Republic of the Union of Myanmar.
29.2 Customers should first contact CloudCity Customer Support regarding any complaint or dispute arising from these Terms or the use of the Platform.
29.3 CloudCity and the Customer shall use reasonable efforts to resolve any dispute amicably through good-faith discussion.
29.4 Where a dispute cannot be resolved amicably within a reasonable period, it shall be submitted to the competent courts of Myanmar, subject to applicable law.
30CONTACT US
For questions, Order assistance, cancellations, refunds, complaints, or any other matter relating to these Terms or the Platform, please contact:
CloudCity Customer Support
Company: CLOUDCITY INTERNET SERVICE CO., LTD Website: www.cloudcitymm.com Address: 38D Street (Between 56th & 57th Street), Ye Mon Taung Ward, Maha Aung Mye Township, Mandalay, Myanmar Customer Service Phone: 09 782 099 992 | Email: yinduasan680@gmail.com