Support

Last updated 28 September 2026

Need help with an order, a delivery, a payment or your account? Contact us and a person will get back to you.

Contact us

When you write to us about an order, include the email address on your account and roughly when you placed the order. That is enough for us to find it.

Something is wrong with my order

Contact us with your account email and what went wrong — missing items, the wrong item, or food that arrived in poor condition. We will put it right, either by resending the order or refunding it.

Where is my delivery?

Deliveries are made by GoSend (Gojek) drivers. The order page in the app shows your driver and, once they have your food, a live map. If your order is taking longer than expected, contact us with your account email and we will chase the driver and tell you where it is.

How do I get a refund?

Contact us and explain what happened. Refunds are returned to the card you paid with. Depending on your bank, the money can take a few business days to appear after we issue it.

How do payments work?

MODE sells physical groceries and prepared food, and delivers them to you. Payment is taken by card through our payment provider, Xendit, at the moment you place the order. Your full card number is never sent to us — it is encrypted on your device and exchanged for a token. We only ever see the last four digits and the card brand.

How do I delete my account?

You can delete your account from inside the app at any time: Profile → Account → Delete Account. It takes effect immediately and cannot be undone. It removes your name, email, phone and saved delivery addresses.

Past orders are kept with your personal details stripped out, because we have to retain transaction records for accounting and tax. Those records can no longer be connected back to you. There is more detail in our privacy policy.

How do I change my details?

Dietary preferences and notification choices are set in the app under Profile, and delivery addresses are managed at checkout and in your saved addresses. Your name, phone number and email are not editable in the app yet — email us and we will change them for you.

Where do you deliver?

MODE currently operates in Bali, Indonesia. Delivery availability is shown at checkout for the address you enter.

Privacy

What we collect, who we share it with and how to have it deleted is set out in full in our privacy policy.

Company

PT Clove Group, Seseh, Bali, Indonesia
admin@modemarketbali.com