1. Operator and contract party
Mentawai Supply is a commercial brand operated by PT ISEA, with seat in Batang Arau, Padang, West Sumatra, Indonesia. Unless a specific order confirmation or written agreement states otherwise, PT ISEA is the contractual party for transactions conducted under the Mentawai Supply brand.
These Terms apply to business relationships with approved commercial customers. They cover procurement support, product sourcing, purchase coordination, packing, documentation, storage coordination, ferry handover planning and related services described on the website or in a confirmed order.
2. Accounts, requests and order confirmation
Ordering access may be limited to approved customer accounts. The customer is responsible for keeping account credentials secure and for ensuring that only authorised persons use the account.
A cart submission, request form, email instruction or other digital order request is not automatically a binding acceptance by Mentawai Supply. A binding agreement is formed only when Mentawai Supply or PT ISEA confirms the relevant order, scope, pricing basis, payment terms and delivery or handover arrangement, or when the parties enter into a separate written agreement.
Mentawai Supply may decline, adjust or request clarification for order requests where products are unavailable, timing is impractical, payment requirements are not met or the request falls outside the service scope.
3. Prices, availability and daily-price items
Displayed product information may be indicative and may change due to local market conditions, supplier availability, freshness, seasonality, packaging formats, fuel cost, ferry schedules, storage requirements or other operational factors.
Items identified as daily-price, market-price, review-required or similar are confirmed individually before procurement starts. The final confirmed price or agreed pricing method applies.
Taxes, transport charges, ferry costs, cold storage fees, packing costs, delivery coordination fees, handling fees and other order-related costs are charged as confirmed in the relevant order documentation.
4. Procurement, substitutions and special items
Mentawai Supply sources products with commercially reasonable care based on the confirmed order. Availability may still change between request and purchase.
No substitution will be made without prior general substitution approval, specific customer instruction or separate confirmation. Where substitutions are approved, Mentawai Supply may procure a reasonable alternative matching the requested category, use or agreed budget.
Special procurement, non-standard goods, customer-specific items, bulk requests and goods with limited resale value may require prepayment, deposit, separate written approval or non-cancellable confirmation before purchase.
5. Payment terms
Payment terms are determined by the applicable order confirmation, invoice or customer account agreement. Mentawai Supply may require full prepayment, partial prepayment or a deposit before procurement, handling, storage or delivery coordination begins.
Where payment is overdue, Mentawai Supply may suspend procurement, withhold handover, pause account functions or decline further orders, subject to applicable law and any agreed written arrangement.
Bank charges, payment provider costs and costs caused by failed or reversed payments may be charged to the customer where legally permissible and commercially applicable.
6. Handling, packing and storage
Mentawai Supply handles goods with commercially reasonable care and, where applicable, may support quality checks, photo documentation, labelling, consolidation, packing and coordination of dry, chilled or frozen goods.
Fresh goods and market-sourced products naturally vary in appearance, size, ripeness, packaging and shelf life. Such normal variation is not automatically a defect if the goods are commercially suitable for the confirmed purpose.
Storage is provided only where expressly included in the confirmed service scope. Storage duration, temperature requirements and customer pickup or ferry timing must be agreed in advance where relevant.
7. Ferry handover, delivery coordination and transfer of risk
Mentawai Supply may coordinate handover to a ferry operator, nominated carrier, agreed pickup contact or other confirmed handover point in Padang or another agreed location.
Unless the order confirmation expressly states otherwise, risk of loss, delay or deterioration transfers once the goods have been handed over at the agreed handover point to the customer, the customer's representative, the ferry operator, the nominated carrier or the agreed receiving party.
Ferry schedules, vessel space, weather, port conditions and third-party carrier performance are outside Mentawai Supply's direct control. Mentawai Supply will use practical efforts to coordinate the confirmed handover, but cannot guarantee third-party transport once risk has transferred.
8. Inspection, claims and documentation
The customer should inspect deliveries, supporting photos and order documentation promptly. Visible shortages, wrong items, packaging damage or quality concerns should be reported without undue delay and, for fresh, chilled or frozen goods, as soon as reasonably possible after receipt.
Claims should include the order reference, product description, quantity affected and supporting photos or other reasonable evidence. Mentawai Supply may request additional information needed to review the claim.
Where a claim is accepted, Mentawai Supply may, at its reasonable discretion and depending on the situation, offer replacement, credit, partial refund or another commercially appropriate solution, subject to mandatory law.
9. Cancellations, returns and refunds
Cancellation rights depend on the order status and product type. Requests may be cancelled before commercial confirmation unless otherwise agreed. After confirmation or purchase, cancellations may no longer be possible, especially for fresh goods, chilled or frozen goods, special procurement, reserved ferry capacity or customer-specific orders.
Returns are accepted only where confirmed by Mentawai Supply or required by mandatory law. Products that have been purchased specifically for the customer, are perishable, have left controlled custody or cannot reasonably be resold may be excluded from return or refund unless a valid defect or confirmed service failure is established.
10. Liability
Mentawai Supply and PT ISEA are responsible for performing confirmed services with commercially reasonable care. To the maximum extent permitted by applicable law, they are not liable for indirect or consequential losses, loss of profit, loss of bookings, loss of goodwill, business interruption or internal administrative costs.
To the maximum extent permitted by applicable law, total liability arising from a specific order or service is limited to the amount actually paid or payable for the affected order or affected service component. This limitation does not apply where liability cannot legally be limited or where damage results from intentional misconduct.
11. Force majeure
Mentawai Supply is not responsible for delay, non-performance or additional cost caused by events beyond reasonable control, including extreme weather, dangerous sea conditions, ferry cancellation, port closure, road disruption, supplier shortage, government action, power failure, natural disaster, epidemic measures, public disorder or comparable external events.
Where practical, Mentawai Supply will inform the customer and propose a workable alternative, such as rescheduling, alternative sourcing, changed handover timing or separate approval of additional costs.
12. Records and privacy
Mentawai Supply may store and process business contact details, account information, order requests, order confirmations, invoices, payment status, photographs, delivery notes and other operational records for order fulfilment, customer support, documentation, fraud prevention, business administration and legal compliance.
Further details are described in the Privacy Policy published on the website.
13. Language of contractual documentation
These website Terms are published in English for international business communication. Where Bahasa Indonesia is required under applicable Indonesian law for a contract or electronic transaction addressed to Indonesian parties or residents, PT ISEA may issue, require or rely on a Bahasa Indonesia or bilingual contractual document. In case of a specific signed or confirmed bilingual document, the language priority stated in that document applies.
14. Governing law and disputes
These Terms and the related business relationship are governed by the laws of the Republic of Indonesia, unless a separate written agreement provides otherwise.
The parties should first attempt to resolve disputes in good faith through commercial discussion. If no amicable resolution is reached, disputes shall be submitted to the competent courts in Indonesia, unless the parties have agreed a different written dispute resolution mechanism.
15. Changes to these Terms
Mentawai Supply may update these Terms from time to time. The version published on the website at the time of a new order request applies unless a different version is expressly incorporated into a confirmed order or separate written agreement.
Last updated: 13 May 2026