Terms and conditions

On placing an order, Customer acknowledged that:

  1. Customer understands all product information (including but not limited to description, color, packaging, and others) before committing to placing an order

  2. Ula has made all the necessary efforts to curate all of the photos and descriptions of the products to ensure accurate depiction of the product, but this does not guarantee that the color shown on the Ula app is fully accurate

  3. Customer agrees that the color of the product shown on the Ula App is affected by the screen of the customer’s device

  4. The price of the product sold by Ula is the price that is shown on the Ula App. The price can change without any notice or statement

  5. The price that is printed on the invoices is the price shown on the App when the user places an order (If there are any difference in price, customer can contact our Customer Care Team)

  6. Ula has made the necessary effort to maintain stock availability as presented in the App, but can not guarantee to always fulfill customer’s ordered quantity due to stock fulfillment speed, availability of quality stock, etc

  7. Ula is not responsible for misuse of the application if the Customer intentionally provides OTP code information where it is confidential and is used to login to the Ula application  to other parties that causes the Customer’s loss

Placed Orders

  1. Customer is able to track their order until the order is delivered

  2. Customer must provide an active telephone number that contactable and valid an active to confirm details regarding the delivery of an order

  3. Customers can only register 1 (one) account on the Ula application according to the required data, namely store name, telephone number, and delivery address. If an indication of duplicate accounts with the same data is found, Ula has the right to confirm, delete, or deactivate one of the accounts owned by the customer

Delivery Process

  1. The delivery process is different for each category and region

    • Fast Moving Consumer Goods: If the order is placed before 4PM, delivery will be done on D+1, for orders that are placed after 4PM, the delivery will be done on D+2

    • Fresh Produces: If the order is placed before 7PM, delivery will be done on D+1, for orders that are placed after 7PM, the delivery will be done on D+2

    • Apparel: Shipping will be done D+1 after an order is placed, the estimated delivery is about 3-5 working days (Monday – Friday) after shipping for Java Area and about 5-7 working days (Monday – Friday) after shipping for outside Java 

  2. Delivery time will be adjusted if on Sunday or National Holiday there is no delivery process

  3. Ula does not collect any extra fee other than what is shown on the App

  4. The delivery fee will be applied according to the delivery area and the selected item category


  1. Customers shall pay the order by using the eligible Payment Method provided by Ula

  2. For COD Payment, Customer shall fulfill the payment by the time the order is received. If the customer does not fulfill the payment, then our courier will not give you the items

  3. For Bank Transfer payments or Retail Outlets, the Customer is required to make a payment before the payment code expires. If the customer does not make payment by the specified time limit, customer agrees that the order will be canceled and Ula cannot continue the process of sending your order

  4. The customer agrees and understands that Ula is not responsible for the loss of the customer if customer using a payment outside the method provided by Ula

Customer Complaints

  1. Customer has the right to fill a complaint/claim related to Ula services that will be actively responded by Ula Customer Care Team team between 09:00 WIB – 18:00 WIB every day from Monday to Friday

  2. Customer understand and agree that Ula does not guarantee active response outside of the specified working hours

  3. If there are any issues in the delivery process such as missing items, damaged items, items different than ordered, and other reasons. Customer can file a complaint to Ula customer care team maximum 1×24 hours after items are received

  4. If the customer does not file a complaint by the specified time, then the customer is considered to have received the order and do not have any complaint about the items that have been received

  5. The investigation process will be done by Ula team within 2×24 hours starting from the time of the first response by Ula team and could result in an exchange or other solution offered for the damaged items or claim rejection by Ula based on the investigation result.

  6. Complaints can be processed if:

    • The product received is different from what was ordered in the Ula application (type of item, quantity, size, design, material) or the product received is damaged, broken, rotten, or expired

    • The returned product is still in good condition, has not been used, the label is still there, and is still in the original packaging

    • There was a wrong picking in sending the color for the Fashion category, if the color is not significant then Ula has not processed for a return because it can be caused by other factors such as taking pictures, light settings, and the type of device used

  7. Ula will offer a solution for the product complained within 3×24 hours starting from the claim has been responded by Ula team

  8. Customer agreed to provide supporting documents for any complaint

Return process

The return process is different for each category:

  1. FMCG: You can contact our Customer Care Team to claim the complaint within 1×24 since the item has been received.

  2. Fresh Produces: You can contact our Customer Care Team to claim the complaint within the same day since the item has been received.

  3. Apparel: You can contact our Customer Care Team to arrange any return process within 2×24 since the item has been received


  1. The Customer hereby warrants that it will  comply with all government policies  and/or  all applicable regulations in Indonesia, including, but not limited to, applicable regulation/government policies related to trade
  2. Customer will release and indemnify Ula from and against any and all sanctions, claims or losses incurred or suffered by Ula in any form which are arising out of or in connection with the violation of any government policy and/or applicable regulation by Customer


  1. Acceptance of the product by the Customer is a confirmation that the Customer has read and agreed to these Terms and Conditions

  2. The customer agrees to provide a document in the form of an ID card (KTP), along with the required personal data. All data and/or information are stored by PT Jembatan Akar Teknologi as a fulfilment of the Terms and Conditions of the Tempo facility

  3. If there is a change in the details of personal data/information, the Customer must notify the Tempo Team

  4. The registered phone number in the Ula application must be an active number

  5. If there is a change in telephone number, the customer is obliged to notify the Tempo Ula team. Ula is not responsible for any consequences of activities related to Tempo transactions caused by customer negligence

  6. Payment can only be made by transferring to a Virtual Account as stated in the bill. Payment will be considered paid if payment for the product has been fully received

  7. Virtual Account is a virtual account in the name of each Customer provided by Ula. Customers are required to place a certain amount of funds/limit in connection with the use of Tempo facilities

  8. The customer must fill in the link sent via short message according to the number and type of order received as digital proof of product receipt by the customer

  9. Only FMCG products can be processed using the Tempo payment method. Cigarettes, vegetables (fresh) and apparels cannot be processed with the Tempo payment method

  10. Products ordered exceeding the Tempo limit will be automatically processed in cash (cash on delivery)

  11.  If the Customer is making a late payment or neglects to make a Tempo payment according to the due date, Ula will charge the Customer a penalty fee. The customer agrees to pay any additional costs due to the late payment

  12. If the payment has not been paid within 14 days, then Tempo’s payment along with other payments that must be paid under this agreement, will be due immediately and the payment must be made immediately

  13. If the payment has not been paid within 14 days after the due date, including penalty fees for lateness and others, it is not limited to cash payments. Ula has the right to withdraw the products and/or personal storage or inventory or property owned by the store or its owner and all its affiliates, for the nominal amount of the bill and other unpaid fees

  14. The customer agrees to be responsible during and after the use of the Tempo Ula facility, for all losses, damages, claims, interests, costs, expenses, obligations, processes, penalties, fines, demands, and others that may be experienced and/or imposed by Ula and/or what can be done to Ula, either directly or indirectly, which is caused by the negligence of the customer and/or its affiliates on the points in these Terms and Conditions

  15. The Tempo program is managed by Ula. Terms and Conditions may change at any time without prior notice