Terms & Conditions

Palmz – The Gilis App

​Last updated: 14 October 2026

​

1. Introduction

Welcome to Palmz.

These Terms & Conditions ("Terms") govern your access to and use of the Palmz mobile application, website at https://www.palmz.app, and related products and services.

Palmz is operated by PT Gili Trawangan Wisata Royal, an Indonesian company ("Palmz", "we", "us" or "our").

By accessing or using Palmz, you agree to these Terms and our Privacy Policy.

If you do not agree to these Terms, you should not use our Services.

Nothing in these Terms limits consumer rights that cannot lawfully be excluded under applicable law.

 

2. About Palmz

Palmz is a digital platform providing services primarily in the Gili Islands, Indonesia.

Our Services may include:

• Food and drink ordering and delivery

• Access to local restaurants, cafés, bars and merchants

• Boat and transport bookings

• Activity and experience bookings

• Travel information and local recommendations

• Other services introduced from time to time

Certain products and services are provided directly by independent third-party businesses rather than Palmz.

Unless expressly stated otherwise, Palmz acts as a platform or intermediary facilitating transactions between customers and participating providers.

 

3. Eligibility and Accounts

Users must be at least 18 years old to create an account or use services restricted to adults.

You agree to provide accurate and current information when registering, placing orders or making bookings.

You are responsible for maintaining the security of your account and for activities carried out through it, except where caused by circumstances for which Palmz is legally responsible.

You must notify us promptly if you suspect unauthorised access to your account.

We reserve the right to suspend or restrict accounts involved in fraud, unlawful activity, abuse of the platform or serious violations of these Terms, subject to applicable law.

 

4. Food and Drink Orders

Palmz enables customers to place orders with participating restaurants, cafés, bars and other merchants.

When placing an order:

• You are responsible for reviewing your selected items and quantities.

• You must provide accurate delivery details and contact information.

• Menu availability, prices and preparation times may vary.

• Merchants are responsible for preparing their products and providing accurate descriptions.

An order may be rejected or cancelled when a product is unavailable, a merchant is closed, delivery is impractical or other operational circumstances prevent fulfilment.

Where a paid order is cancelled without being fulfilled, any applicable refund will be handled in accordance with Section 8.

 

5. Food Allergies and Dietary Requirements

Restaurants and merchants are responsible for the preparation and ingredients of their products.

Customers with allergies, intolerances or specific dietary requirements should confirm suitability directly with the relevant merchant before ordering.

Although Palmz may display ingredient descriptions or dietary categories, we cannot independently guarantee that products are free from allergens or cross-contamination.

Palmz will assist with enquiries and complaints where reasonably possible.

Nothing in this section excludes responsibility that cannot legally be excluded.

 

6. Delivery Services

Palmz may arrange deliveries through its own delivery team or other delivery partners.

Delivery charges, where applicable, will be shown before an order is confirmed.

Estimated delivery times are indicative and may be affected by:

• Restaurant preparation times

• Weather conditions

• Peak demand

• Rider availability

• Access restrictions or local conditions

• Inaccurate delivery instructions

Customers should remain contactable and reasonably available to receive their orders.

If delivery cannot be completed because the customer provides incorrect information or cannot be contacted after reasonable attempts, additional charges or cancellation conditions may apply where these have been clearly communicated and are permitted by law.

Palmz will make reasonable efforts to resolve delivery problems fairly.

 

7. Transport, Boat and Activity Bookings

Palmz may allow customers to book transport services, boat tickets, excursions and activities operated by independent third-party providers.

These bookings may be subject to additional terms established by the relevant operator or booking platform.

Such terms may include:

• Cancellation and refund policies

• Rescheduling conditions

• Passenger identification requirements

• Check-in and departure times

• Weather-related changes

• Baggage restrictions

• Safety and participation requirements

Customers are responsible for reviewing applicable operator terms before completing a booking.

Transport schedules and activity availability may change due to weather, sea conditions, technical issues or other operational circumstances.

Where services are provided by independent operators, those operators are responsible for conducting the relevant service safely and in accordance with applicable law.

Palmz will provide reasonable assistance with booking enquiries where the booking is supported through our platform.

 

8. Payments, Cancellations and Refunds

Prices and any applicable fees are displayed during the ordering or booking process.

Payment methods may include cash, payment cards, bank transfers, digital wallets or other methods made available through Palmz.

Online payments may be processed through independent payment service providers.

Food and drink orders

Customers should report missing items, incorrect orders, damaged products or other fulfilment problems as soon as reasonably possible.

Where a complaint is substantiated, an appropriate remedy may include replacement, correction, partial refund or full refund, depending on the circumstances and applicable law.

Orders already prepared or dispatched may not be cancellable simply because a customer changes their mind, except where applicable consumer law provides otherwise.

Transport and activity bookings

Cancellations, changes and refunds are generally governed by the specific conditions disclosed for the booking and the relevant operator's policies.

If an operator cancels a service, customers may be entitled to a refund, alternative service or rescheduling, depending on the circumstances and applicable law.

Payment processing

Refunds made through third-party payment providers may take additional time to appear in customers' accounts.

To request assistance, contact info@palmz.app with your order or booking reference.

 

9. Prices and Availability

We aim to ensure that the prices and information displayed through Palmz are accurate.

However, merchants and independent providers may change prices, availability and service details.

If a material pricing or availability error affects an order or booking, we will inform the customer and provide the option to accept the corrected terms or cancel the affected transaction, with any refund required by law.

Promotional offers may be subject to separate conditions displayed at the time of purchase.

 

10. Alcohol and Age-Restricted Products

Where Palmz facilitates the purchase or delivery of alcoholic beverages or other age-restricted products, customers must satisfy all applicable legal age and eligibility requirements.

We may request proof of age or identity where appropriate.

Orders may be refused or cancelled if age requirements cannot be verified or fulfilment would violate applicable law.

Palmz and participating merchants reserve the right to refuse unlawful sales or deliveries.

 

11. User Responsibilities

When using Palmz, you agree not to:

• Provide false or misleading account or order information

• Use the platform for unlawful or fraudulent purposes

• Interfere with the app's functionality or security

• Attempt unauthorised access to accounts or systems

• Harass, threaten or abuse delivery personnel, merchants or support staff

• Misuse promotions, refunds or payment systems

• Copy, commercially exploit or redistribute Palmz content without permission

We may take proportionate action against misuse, including restricting access or referring unlawful activity to the appropriate authorities.

 

12. Third-Party Services

Palmz works with independent restaurants, merchants, transport companies, activity operators, payment processors and booking platforms.

While we endeavour to work with reliable partners, Palmz does not directly control every aspect of independently operated services.

Third-party services may be subject to separate contractual terms and privacy policies.

Nothing in these Terms removes any legal responsibility Palmz may have for services it directly provides or for its own acts and omissions.

 

13. Intellectual Property

The Palmz name, branding, logo, application design, original written content and other proprietary materials are owned by Palmz or its licensors, subject to applicable intellectual property rights.

You may use Palmz for lawful personal purposes in accordance with these Terms.

You may not reproduce, distribute, modify or commercially exploit protected Palmz materials without prior written permission, except as permitted by law.

Content supplied by participating merchants and other third parties remains subject to their respective rights.

 

14. Service Availability and Changes

We aim to provide a reliable and accessible service.

However, we cannot guarantee uninterrupted operation.

Services may occasionally be unavailable due to maintenance, technical failures, network disruptions or circumstances beyond our reasonable control.

We may update, modify, suspend or discontinue features where reasonably necessary.

Where a material change adversely affects an existing paid transaction, we will respect any applicable contractual and consumer protection obligations.

 

15. Liability

Palmz will exercise reasonable care in providing services under its control.

To the extent permitted by applicable law, Palmz is not responsible for losses arising solely from matters outside its reasonable control, including independently operated services, customer-provided inaccuracies or events beyond reasonable operational control.

Palmz does not exclude or limit liability for fraud, wilful misconduct, gross negligence, or other matters where exclusion or limitation is prohibited by law.

Nothing in these Terms removes statutory rights or remedies available to consumers.

 

16. Privacy and Personal Information

Your use of Palmz is also governed by our Privacy Policy, available at:

https://www.palmz.app/privacy-policy

The Privacy Policy explains how personal information is collected, used, shared and protected.

 

17. Account Suspension and Termination

You may stop using Palmz at any time.

You may request account deletion by contacting info@palmz.app.

We may suspend or terminate access where reasonably necessary to address fraud, serious misuse, legal obligations or material breaches of these Terms.

Any outstanding orders, refunds and legal obligations will be handled in accordance with applicable law.

 

18. Changes to These Terms

We may revise these Terms to reflect changes in our services, business operations or legal requirements.

Updated Terms will be published on our website with a revised effective date.

Where changes materially affect users' rights or obligations, we will provide notice or request renewed acceptance where required by law.

 

19. Governing Law

These Terms are governed by the laws of the Republic of Indonesia, subject to any mandatory consumer protection laws that apply to users.

Any disputes should initially be raised with Palmz so that we have an opportunity to seek an appropriate resolution.

Nothing in this section limits rights to bring claims before courts or authorities where such rights cannot legally be restricted.

 

20. Contact Information

For questions, complaints, booking enquiries or other matters relating to these Terms, contact:

 

Palmz – The Gilis App

Operated by: PT Gili Trawangan Wisata Royal

Website: https://www.palmz.app

Email: info@palmz.app

Location: Gili Trawangan, Lombok, Indonesia