Terms of Service

3.1 Account Creation

You may create an account using your email address and a password. You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. Please notify us immediately at naocha.official@gmail.com if you suspect any unauthorised use of your account.

3.2 Guest Checkout

You may place orders without creating an account. Guest orders do not earn Bows and may not use vouchers assigned to a specific account. Bows are only ever earned on orders placed while signed in to an account — they cannot be added to a past guest order.

3.3 Account Deletion

You may request deletion of your account by contacting us at naocha.official@gmail.com or on WhatsApp at +65 8824 7472. Upon deletion, your order history will be retained in anonymised form for our business records (for up to 2 years), but all personally identifiable information will be removed within 30 days. Any remaining Bows, tier progress, and unused vouchers assigned to your account will be forfeited upon account deletion.

4.1 Product Availability

All menu items displayed on the Website are subject to availability. We reserve the right to modify, add, or remove items from the menu at any time without prior notice. If an item in your order becomes unavailable after you have placed your order, we will notify you and offer a suitable alternative or a full refund for that item.

4.2 Pricing

All prices are displayed in Singapore Dollars (SGD) and are inclusive of GST, if applicable. We reserve the right to change prices at any time. The price applicable to your order is the price displayed at the time the order is placed.

4.3 Order Quantity Limits

Orders are limited to a maximum of 6 drinks per order. This limit exists due to the operational constraints of a home-based business and ensures we can fulfil all orders within the selected timeslot. For orders exceeding 6 drinks (bulk orders), please contact us directly via WhatsApp at +65 8824 7472 to arrange a custom order with separate timing and pricing.

5.1 Operating Hours

Our operating hours are displayed on the Website and may vary by day of the week. We may close on public holidays or other dates at our discretion. Blocked dates will be reflected in the timeslot picker.

5.2 Timeslot Selection

When placing an order, you must select an available timeslot for collection. Timeslots are 30-minute windows, and each slot has a limited capacity. A timeslot that is fully booked will not be available for selection. Selecting a timeslot does not guarantee your order will be accepted — see Section 6 below.

5.3 Orders Outside Operating Hours

You may browse the menu and place orders at any time. If you place an order outside operating hours, only future timeslots falling within our operating hours will be available for selection.

6.1 Order Submission

When you submit an order, the system automatically validates your order against our operating hours, timeslot capacity, and quantity limits. If validation passes, your order is submitted for our review and assigned a unique reference code (e.g. MTCH-0509-003).

Submission of an order constitutes an offer to purchase the items in your order. It does not constitute acceptance of your order by us.

6.2 Order Review and Acceptance

We manually review each order and may accept or decline it at our discretion. Common reasons for declining an order include: ingredient shortages, equipment issues, or operational constraints. If we decline your order, no payment is required and you will be notified with a reason.

6.3 Binding Agreement

A binding agreement between you and NAOCHA is formed only when we accept your order and you complete payment (or, for zero-dollar orders, when we accept your order). Until that point, either party may cancel without obligation.

7.1 Payment Method

We accept payment exclusively via PayNow, Singapore's instant bank transfer system. No other payment methods (credit card, cash, etc.) are accepted through the Website.

7.2 Payment Process

Upon acceptance of your order, you will be provided with:

• A PayNow QR code linked to our business UEN
• The exact payment amount
• Your order reference code to include in the transfer description

You must complete payment within 15 minutes of order acceptance. Payment instructions and a countdown timer will be displayed on your order status page.

7.3 Payment Confirmation

After making payment, you must tap the “I've paid” button on your order status page. We will then verify receipt of the payment in our bank account. Verification is performed manually and typically takes 1–5 minutes during operating hours.

7.4 Payment Expiry

If payment is not received within 15 minutes of order acceptance, your order will be automatically cancelled and the timeslot capacity will be released. You may place a new order if timeslots are still available.

7.5 Zero-Dollar Orders

If a voucher fully covers the order total, no PayNow payment is required. The order will proceed directly to confirmed status upon acceptance. (Bows are not redeemed at checkout — see Section 10.3.)

8.1 Cancellation by Customer

You may cancel your order from the order status page at any time before payment is submitted — that is, before you tap the “I've paid” button on the PayNow screen. Cancellation in this window costs nothing and releases your timeslot capacity; any voucher applied to the order is reinstated, subject to its validity period.

Once payment has been submitted, the order can no longer be cancelled by you, and no refund will be issued for customer-initiated cancellations. Please double-check your items and pickup timeslot carefully before paying.

8.2 Cancellation by NAOCHA

We reserve the right to cancel an accepted order in exceptional circumstances (e.g. equipment failure, ingredient shortage, emergency). In such cases, we will issue a full refund via PayNow within 1 business day and notify you via WhatsApp and your order status page.

8.3 Refund Method

Where a refund is due (per Section 8.2), it is issued via PayNow to the same account from which payment was received and is typically processed within 1 business day.

For NAOCHA-initiated refunds of confirmed orders, the full Bow earn for that order is reversed (refunds are not pro-rated — the full earn is removed even on a partial refund), and any voucher used on the order is reinstated, subject to the voucher's validity period.

For customer cancellations made before payment (per Section 8.1), no payment has been collected and no Bows have yet been awarded, so no refund or reversal is required; any voucher applied is reinstated, subject to its validity period.

9.1 Collection Instructions

Orders are for self-collection only. Collection details (address and instructions) will be provided on your order status page once your order is confirmed. You will receive a notification when your order is ready for collection.

9.2 Collection Window

Drinks are perishable and best consumed soon after the “ready” notification. Please collect as promptly as you can. If you anticipate arriving late, message us on WhatsApp at +65 8824 7472 so we can plan accordingly; we will do our best to hold your drinks, but cannot guarantee quality once they have been standing for an extended period.

9.3 No-Show

If you do not collect your order and do not respond to our attempts to contact you, the order will be marked as completed. No refund will be issued for uncollected orders.

10.1 Eligibility

The NAOCHA Bows loyalty programme is available to registered account holders only. Guest orders do not earn Bows, and Bows cannot be added to a guest order later by creating an account.

10.2 Earning Bows

You earn 1 Bow per S$1 of subtotal on each completed order. The subtotal is the cart total before any voucher discount is applied. The earning rate is flat across all loyalty tiers — there are no tier-based earning multipliers.

Bows are credited when your order reaches the “confirmed” status. For orders requiring payment, this is when we verify receipt of your PayNow payment; for orders fully covered by a voucher, this is when we accept the order. Fractional Bows are rounded down. Bows are not earned on cancelled, declined, or expired orders.

10.3 Spending Bows — the Bow Shop

Bows cannot be redeemed for cash or as a direct discount at checkout. Instead, you may spend Bows in the “Bow Shop” on the rewards page in your account, where each reward has a fixed Bow cost. When you redeem a reward, the corresponding Bows are deducted from your balance immediately and you receive a single-use voucher assigned to your account.

The Bow Shop catalogue and the Bow cost of each reward are published on our Website and may be updated, added to, or removed at any time. Bow Shop vouchers are valid for 30 days from the date of issuance unless otherwise stated on the reward. Once a Bow Shop redemption is made, the Bows deducted are non-refundable; the resulting voucher is governed by the voucher terms in Section 11.

10.4 Loyalty Tiers

Your loyalty tier is based on your tier progress, an annual counter that is separate from your Bow balance. Tier progress increases by 1 for every S$1 of subtotal on each completed order, and resets to zero on each anniversary of the date you created your account. Tier progress is not transferable and cannot be redeemed.

The first time, within a given anniversary year, that your tier progress crosses into the Ceremonial or the Reserve tier, you will receive a free-drink voucher (valid for 30 days, single-use, assigned to your account). Re-crossing the same threshold later in the same anniversary year does not issue an additional voucher; after your next anniversary reset, the tier-up vouchers may be earned again in the new year. Tier benefits may be updated from time to time.

10.5 Bow Expiry

Your Bow balance expires if no order is completed for 6 consecutive months. Each completed order extends the expiry of your existing balance to 6 months from that order's confirmation. If 6 months pass without a completed order, an automated process will reset your Bow balance to zero and record an expiry entry in your loyalty transaction history. Bow Shop redemptions and voucher receipts do not extend the expiry — only completed orders do. Tier progress is not affected by Bow expiry; it follows its own annual reset described in Section 10.4.

10.6 Referral Programme

Each account holder is assigned a unique referral code beginning with “MTCH”. To attribute a referral, log in to your account, open the account page, and enter another user's referral code in the referral field. Referral codes cannot be entered at signup or at checkout, and attribution is permanent — once recorded, your referrer cannot be changed or removed.

When your first order is confirmed after you have attributed a referrer, both you and your referrer receive a 10%-off voucher (single-use, no maximum-discount cap, valid for 30 days, assigned to each respective account). Each referee triggers the paired voucher issuance only once.

Restrictions: you cannot enter your own referral code; referral vouchers follow the voucher terms in Section 11 (including the one-voucher-per-order rule). Referral attribution and rewards are subject to abuse detection. We reserve the right to revoke referral vouchers, reverse attribution, or suspend referral functionality on an account if we detect fraudulent or abusive activity (for example, fake accounts or coordinated self-referral).

10.7 Birthday Voucher

If you provide your date of birth, an automated process will issue you a free-drink voucher (single-use, valid for 14 days from your birthday, assigned to your account) once per year on your birthday. The birthday voucher follows the voucher terms in Section 11.

10.8 Non-Transferability

Bows, tier progress, loyalty tier, and vouchers assigned to your account are non-transferable between accounts and have no cash value. They cannot be exchanged for cash, sold, or bartered. On account deletion, all remaining Bows and unused vouchers are forfeited.

11.1 Usage

Vouchers may be applied at checkout by entering a valid voucher code or by selecting a voucher from the list assigned to your account. Some vouchers are public (the code may be shared and used by any eligible account); others are assigned to a specific account and can only be used by that account — these include vouchers issued from the Bow Shop, tier upgrades, birthday rewards, and the referral programme. Each voucher is subject to its own terms, including: validity period, minimum order amount, maximum discount, usage limits per user, and any item restrictions.

11.2 Restrictions

Only one voucher may be used per order. Vouchers cannot be combined with other vouchers. Vouchers have no cash value and are non-transferable between accounts. We reserve the right to cancel, revoke, or modify any voucher or promotional campaign at any time, with reasonable notice where practicable.

11.3 Voucher Consumption

Voucher usage is only recorded when an order reaches the confirmed status (payment verified, or order accepted for zero-dollar orders). If an order is cancelled, declined, or expires before confirmation, any voucher applied to the order is reinstated and may be used on a future order, subject to the voucher's validity period. If a confirmed order is refunded, the voucher is similarly reinstated, subject to its validity period.

12.1 Home-Based Business

NAOCHA operates as a home-based food business in Singapore. Our kitchen is not a commercial kitchen. By ordering from us, you acknowledge this.

12.2 Allergens

Our products may contain or come into contact with common allergens, including but not limited to: milk, soy, and nuts. Specific allergen information for each menu item is provided on the Website where possible. If you have any food allergies or dietary restrictions, please contact us before placing your order. We take reasonable care but cannot guarantee a completely allergen-free environment.

12.3 Consumption

Our drinks are freshly prepared and should be consumed within 2 hours of collection for the best quality. We are not responsible for any adverse effects resulting from delayed consumption, improper storage, or failure to disclose allergen sensitivities.