Terms and conditions of use

1. Who can use FANWAY

You can browse the catalog without an account. To buy you need an account with your name, a valid email address and, if you choose to pay by card, a payment method in your name.

In the online store on the website (tienda.fanway.app) you can also buy without an account: before you pay we send a code to your email to confirm it is yours.

You must be at least 18 years old to create an account and buy. If you are a minor, you may only use the Service under the supervision and with the consent of a parent or guardian, who is responsible for your purchases.

Your account is personal. You are responsible for keeping your password secret and for everything done from your account. Let us know right away at soporte@fanway.app if you think someone else is using it.

2. How orders work

The businesses you see on FANWAY are independent third parties that prepare and deliver their own products. FANWAY is the intermediary that receives your order, processes the payment and coordinates delivery; we do not cook or manufacture what you buy.

Food can only be ordered while you are inside the event venue and the business is open. For that, the app uses your phone's location while you place the order. Without location you can browse the catalog but not order.

By confirming an order you authorize us to charge it. An order with several businesses is prepared and delivered separately: each business has its own status, pickup point and "ready" notice.

Preparation and delivery times are estimates. During an event they may vary due to demand, access to the stands or causes beyond our control.

3. Seat delivery, pickup and store shipping

If you choose seat delivery, the order goes to the section, row and seat you entered. It is your responsibility that those details are correct and that you are in that seat when the runner arrives. To receive it, the runner will ask for the delivery PIN shown on your order.

If you choose pickup, the order waits for you at the business and is handed over against the same PIN. A ready order that is not picked up during the event is considered delivered.

The FANWAY online store sells official merchandise. It is sold directly by FANWAY, not by a business at the venue, and it does not depend on any event: it is always open, in the app and at tienda.fanway.app.

Store items are only shipped to your home, to any address in the Dominican Republic; they are not picked up at the venue or delivered to your seat. The shipping cost and the estimated arrival date are shown before you pay. Shipping is handled by a courier company, and we email you when it ships, with the tracking number.

It is your responsibility that the address and phone number of the recipient are correct. If the package cannot be delivered because of incorrect details or because no one is there to receive it, we will contact you to arrange delivery.

4. Prices, service fee and payments

Prices are set by each business and shown in Dominican pesos (RD$) with taxes included, unless otherwise stated.

FANWAY charges a service fee per order. Its amount is shown in the cart and in the summary before you confirm: it is never added afterwards.

The online store has no service fee: you pay the shipping cost, which you also see before paying. Store purchases are paid only by Visa or Mastercard card, or with Apple Pay or Google Pay, if your phone offers them.

Card, Apple Pay and Google Pay payments are processed by AZUL (Servicios Digitales Popular), a PCI DSS certified payment provider, with 3-D Secure verification (Visa Secure and Mastercard ID Check). FANWAY does not store your full card numbers. By saving a payment method you authorize the processor to keep it securely for your next orders. The Security policy for card payments explains this in detail.

The receipt is sent to your account email. If a payment is declined, the order is not sent to the business.

5. Cancellations and refunds

You can cancel an order from the app only while the business has not yet accepted it. Once accepted, it is already being prepared and cannot be cancelled.

If the business rejects or cannot fulfill your order, or if FANWAY cancels it due to an operational problem, the full amount charged, including the service fee, is refunded to the same payment method. The refund may take 5 to 10 business days to appear, depending on your bank.

If you receive an incomplete order or one with a problem, write to soporte@fanway.app within 24 hours with the order number. We will review the case with the business and, where appropriate, refund the affected item.

An online store purchase can be cancelled as long as it has not shipped, from the app (My purchases) or by writing to soporte@fanway.app. The full amount, including shipping, is refunded to the same payment method.

Once shipped, the purchase can no longer be cancelled. If the item arrives damaged, incomplete or is not what you ordered, write to soporte@fanway.app within 7 days of receiving it, with the purchase number and a photo. We will replace it or refund the affected item.

6. Tips and ratings

Tips are voluntary and go in full to the business or the runner, depending on whom you give them to.

You can rate a business after receiving your order. Ratings must be honest and about your real experience. We reserve the right to remove ratings that are offensive, false or unrelated to the order.

7. Acceptable use

You agree not to use the Service for illegal purposes, not to place orders you do not intend to pay for or receive, not to impersonate another person, not to interfere with the platform's operation and not to attempt to access accounts or data that are not yours.

The sale of alcoholic beverages is subject to Dominican law and venue rules: businesses may ask for ID and refuse to serve minors or intoxicated persons.

We may suspend or close an account that breaches these terms, with or without prior notice, without prejudice to any other action that may apply.

8. Your account and your information

You can edit your details, your seat and your payment methods from Profile. You can also delete your account from the app (Profile › Security › Delete account) or, without the app, by emailing soporte@fanway.app from the email address on your account; when you do, we erase your profile and keep only what tax law requires us to retain about your purchases, already unlinked from your identity.

The processing of your personal data is governed by our Privacy Policy, which forms part of these terms.

9. Intellectual property

FANWAY, its logo, its design and its software are the property of FANWAY. The names, logos and photos of businesses and events belong to their owners. Nothing in the Service grants you a license over them beyond personal use of the app.

10. Liability

We do our best to keep the Service working well throughout the event, but we do not guarantee that it will be available without interruptions or free of errors, especially under venue network conditions we do not control.

The quality, preparation and safety of food are the responsibility of the business that prepares it. If you have an allergy or a dietary restriction, check the product description and, when in doubt, do not order it.

To the extent permitted by law, FANWAY's total liability to you for any claim related to an order is limited to the amount you paid for that order.

Nothing in these terms limits the rights granted to you by Law No. 358-05 on Consumer Protection or other rules of public order.

11. Changes to the Service and to these terms

We may change, add or remove features of the Service at any time. If we change these terms substantially, we will notify you in the app or by email with reasonable notice. Continuing to use the Service after the effective date means you accept the new version.

12. Governing law and contact

These terms are governed by the laws of the Dominican Republic. Any dispute will be submitted to the courts of Santiago de los Caballeros, without prejudice to your right to go to Pro Consumidor.

For any question about these terms, write to soporte@fanway.app.