Last Updated: 9 September 2026
TERMS AND CONDITIONS OF THE ONLINE CATERING PRE-BOOKING SERVICE
General Provisions
The Online Catering Pre-booking Service is a large-order service (also referred to in these Terms and Conditions as “Catering” or an “Order”) provided by PT Fast Food Indonesia Tbk (“KFC Indonesia”) through the KFCKU application and the official website at order.kfcku.co.id (collectively, the “Platform”).
The applicable menu options, product compositions, prices, taxes, fees, availability, Outlets, and time slots shall be as displayed on the Platform or stated in the Order Confirmation.
When placing an Order, the Customer must:
Review the selected products;
Review the quantity;
Review the selected date and time;
Review the selected fulfilment method, either pickup or delivery;
Review the delivery address and recipient’s contact details;
Review the total payment amount; and
Ensure that all information provided is accurate, complete, and up to date.
An Order becomes binding after KFC Indonesia issues the Order Confirmation and the payment is declared successful, whichever occurs later.
The minimum Catering Order is 20 (twenty) Packs, subject to the following conditions:
Orders of fewer than 100 Packs are available for pickup only at the selected or assigned KFC Outlet.
Orders of more than 100 Packs may be fulfilled by pickup or delivery, subject to availability and the Order Confirmation.
Free delivery is only available for Orders of more than 100 Packs delivered to one address within the applicable service area, provided that delivery capacity has been confirmed.
KFC Indonesia may reject an Order or propose changes to the products, quantity, Outlet, fulfilment method, or schedule due to stock limitations, capacity constraints, service coverage, food-safety considerations, or other reasonable operational grounds.
All confirmed Order details, including quantity, date, and time, as well as completed payments, cannot be changed or cancelled for any reason.
Online Catering Pre-booking is only available from Monday to Friday, excluding Indonesian public holidays.
KFC Indonesia prepares its products in accordance with the applicable operational and food-safety standards. Available product and allergen information may be obtained through the Platform or KFC Indonesia Customer Care.
Payment
Available payment methods will be displayed during checkout or stated in the Order Confirmation. These methods may include QRIS, debit cards, credit cards, bank transfers, or other payment methods provided through payment service providers cooperating with KFC Indonesia.
Payments must only be made through the official channels and bank accounts displayed on the Platform or in the Order Confirmation. KFC Indonesia will never request payment to a personal bank account.
The Customer must pay the total amount stated in the Order Summary or Order Confirmation, including all applicable taxes and other fees.
A payment is considered valid once it has been successfully received by PT Fast Food Indonesia Tbk.
KFC Indonesia shall not be responsible for transfer errors caused by the Customer’s negligence or inaccurate information provided by the Customer.
If payment is not completed within the applicable payment period, the Order will be automatically cancelled by the system.
The Customer is responsible for ensuring that the payment amount, destination, and instructions are correct.
Payment Completion Period:
20–100 Packs: No later than 1 (one) hour after the Customer selects “Pay Now.”
101–300 Packs: No later than 1 (one) hour after the Order is confirmed.
301–2,000 Packs: No later than 2 (two) hours after the Order is confirmed.
2,001–5,000 Packs: No later than 4 (four) hours after the Order is confirmed.
More than 5,000 Packs: No later than 6 (six) hours after the Order is confirmed.
Order Delivery
KFC Indonesia may divide an Order into 2 (two) or more deliveries when operationally necessary. No additional delivery fee will be charged if the delivery division is initiated by KFC Indonesia.
If a delay or delivery failure is caused by inaccurate information, an unreachable recipient, unavailable access to the delivery location, or any other act or omission by the Customer, any redelivery costs or loss of product quality shall be the Customer’s sole responsibility.
Delivery of an Order may be evidenced by a signature, verification code, photograph, electronic record, or any other reasonable form of proof.
Responsibility for product storage and handling shall transfer to the Customer upon delivery.
The following delivery conditions apply:
Same-Day Orders
The Order must be placed before 12:00 WIB.
The maximum Order quantity is 300 Packs.
The following minimum delivery preparation times apply:
100–200 Packs: At least 3 (three) hours from the time the Order is placed.
201–300 Packs: At least 5 (five) hours from the time the Order is placed.
Next-Day Orders (H+1)
The Order may be placed between 00:00 and 23:59 WIB.
The Order quantity must be between 301 and 2,000 Packs.
Delivery shall be scheduled at least 24 (twenty-four) hours after the Order is placed.
Two-Day Advance Orders (H+2)
The Order may be placed between 00:00 and 23:59 WIB.
The Order quantity must be between 2,001 and 5,000 Packs.
Delivery shall be scheduled at least 48 (forty-eight) hours after the Order is placed.
Three-Day Advance Orders (H+3)
The Order may be placed between 00:00 and 23:59 WIB.
The Order quantity must exceed 5,000 Packs.
Delivery shall be scheduled at least 72 (seventy-two) hours after the Order is placed.
Complaints
Complaints concerning an Order discrepancy must be submitted as soon as possible and no later than 2 (two) Business Days after the Order is received. This time limit is established for operational verification purposes.
Depending on the nature of the complaint and the availability of supporting evidence, KFC Indonesia may accept and process a complaint submitted after this period.
Complaints involving suspected food-safety or food-quality issues that may affect health must be submitted immediately after the issue becomes known.
KFC Indonesia may request reasonable supporting evidence, including the Order number, photographs, videos, remaining products, labels, or proof of payment, to the extent relevant to the verification process.
KFC Indonesia will confirm receipt of the complaint and provide an initial response within the period determined by KFC Indonesia. If further investigation is required, KFC Indonesia will notify the Customer of the reason and the estimated resolution period.
If the verification confirms that an Order discrepancy was caused by KFC Indonesia, the resolution may include fulfilment of missing Order items, product replacement, a refund for the affected portion of the Order, and/or another form of resolution appropriate to the nature of the issue.
The total compensation for an Order discrepancy shall be limited to the amount paid by the Customer for the affected portion of the Order.
Further Information
For inquiries or complaints, please contact the following Customer Care service:
PT Fast Food Indonesia Tbk
Operating Hours
Monday–Friday: 08:00–20:00
Saturday, Sunday, and Public Holidays: 10:00–19:00
Telephone: 14022
Email: info@kfcindonesia.com
Amendments to These Terms and Conditions
KFC Indonesia reserves the right to update these Terms and Conditions prospectively from time to time without prior notice to reflect changes in laws, features, or operational requirements.
Customers are responsible for reviewing these Terms and Conditions before placing an Order.
