These terms of use (including all other terms, policies, notices, guidelines, and forms referenced herein or otherwise available on the Platform or by hyperlink) (“Terms”) govern your use of the websites and mobile applications provided by Delivery Hero Pakistan (Private) Limited (referred to as “FOODMATE”, “we” or “us”) (collectively the “Platform”). The "Services" we provide or make available include (a) the Platform, and (b) the services provided by the Platform and/or by FOODMATE and made available through the Platform. Any new features added to the Services are also subject to these Terms. These Terms govern your use of Services provided by FOODMATE.
Please read these Terms carefully. By accessing and using the Platform, you agree that you have read, understood and accepted the Terms and consent to the processing of your personal data in accordance with the terms set out in the Privacy Policy (privacy policy link). If you do not agree with the Terms, please do not access or use the Platform, or the Services.
The Platform may be used by (i) natural persons who have reached 18 years of age and (ii) corporate legal entities, e.g. companies. Where applicable, these Terms shall be subject to country-specific provisions as set out herein.
Users below the age of 18 must obtain consent from parent(s) or legal guardian(s), who by accepting these Terms shall agree to take responsibility for your actions and any charges associated with your use of the Platform and/or purchase of Goods (as defined below). If you do not have consent from your parent(s) or legal guardian(s), you must stop using/accessing the Platform immediately.
You agree and acknowledge that, as part of FOODMATE’s policy and/or whenever it is deemed necessary, FOODMATE and/or any third party engaged by FOODMATE, may conduct Background Checks on you on an ongoing basis, without further reference or notice to you. “Background Checks” includes, without limitation, government or financial sanctions, civil or criminal litigation activities, adverse news. If FOODMATE, in its sole discretion, is not satisfied with the results of the Background Checks, FOODMATE may terminate your FOODMATE account and/or use of the Platform.
FOODMATE reserves the right to change or modify these Terms (including any additional terms and conditions or policies, which are published on the Platform and incorporated into these Terms) at any time. It is your responsibility to review the Terms regularly and you are strongly recommended to do so. You will be deemed to have agreed to the amended Terms (whether or not reviewed by you) by your continued use of the Platform following the date on which the amended Terms are posted.
All photos and images of the Goods shown on the Platform are also for illustrative purposes only and may differ from the actual Goods.
1. FOODMATE
1.1 Who we are
Depending on which Platform you access and use, these Terms form the contract between you and the following entities (brand references adjusted to FOODMATE for this page):
- FOODMATE Bangladesh
- FOODMATE Cambodia
- FOODMATE Hong Kong
- FOODMATE Laos
- FOODMATE Malaysia
- FOODMATE Myanmar
- FOODMATE Pakistan
- FOODMATE Philippines
- FOODMATE Taiwan
- FOODMATE Thailand
- FOODMATE Singapore
1.2 What we do
Through our Platform, FOODMATE links you to vendors (“Vendors”) for you to order a variety of goods including prepared meals, catering, beverages, non-prepared food and miscellaneous non-food items (hereinafter collectively referred to as “Goods”) to be delivered to you. When you place an order for Goods from our Vendors (“Order”), FOODMATE acts as a facilitator on behalf of that Vendor to facilitate, process and conclude the Order and subsequently for either us or the Vendor to deliver your Order to you. Vendors may be owned and operated by third party vendors, our affiliate companies, or us. Where the Vendors are operated by third party vendors, we are authorised by such Vendors to accept payment and any goods and services tax (“GST”) amounts (applicable to GST registered Vendors only) on their behalf.
1.3 How to contact us
For customer support, please reach out via the Help Center available on the Platform or via email at Foodmateofficials@gmail.com.
2. Use of the Platform and FOODMATE Account
2.1 You will need to register for a FOODMATE account (“FOODMATE Account”) to use the Platform. When you register, we will ask for your personal information including full name, a valid email address, a mobile phone number and a unique password (“User’s Details”). We may request further information or documentation to comply with legal and regulatory obligations. We reserve the right to transmit a One-Time Pin (“OTP”) via SMS or through messaging platforms (e.g., WhatsApp) at our sole discretion. To purchase an Order, depending on the payment method you opt for, you may need to provide credit/debit card details. Your unique password and OTP must be kept secret at all times. Save for cases of fraud or abuse not attributable to you, you accept that all Orders placed under your FOODMATE Account are your responsibility.
2.2 FOODMATE shall not be liable for Orders that encounter delivery issues due to incomplete, incorrect or missing information provided by you. You must provide complete, accurate and truthful information for proper processing of the Order, including delivery address and contact information.
2.3 If you wish to delete your FOODMATE account, please email us requesting the same. We may restrict, suspend or terminate your account and/or use of the Platform if we reasonably believe that:
- 2.3.1 someone other than you is using your account;
- 2.3.2 you are suspected or discovered to have been involved in any activity or conduct that breaches these Terms, our policies and guidelines, or which we deem an abuse of the Platform; or
- 2.3.3 you are unable to satisfy the results of Background Checks on an ongoing basis.
3. Restrictions
3.1 Activities Prohibited on the Platform
The following is a non-exhaustive list of illegal or prohibited conduct. FOODMATE may investigate and take appropriate legal action against anyone who, in our sole discretion, engages in any of the following:
- 3.1.1 use of the Platform in violation of laws or regulations, including any false, deceptive, misleading, or fraudulent purpose;
- 3.1.2 posting content that infringes intellectual property, privacy, publicity, trade secret, or other rights;
- 3.1.3 posting unlawful, obscene, defamatory, threatening, harassing, abusive, slanderous, hateful, or embarrassing content;
- 3.1.4 cyber-bullying;
- 3.1.5 content depicting dangerous or risky behaviour;
- 3.1.6 posting telephone numbers, street addresses, or last names of any person;
- 3.1.7 posting URLs to external websites or any form of HTML or programming code;
- 3.1.8 spam;
- 3.1.9 impersonation;
- 3.1.10 harvesting information about others without consent;
- 3.1.11 allowing others to use your identification to post/view comments;
- 3.1.12 harassment or abuse of any person on the Platform;
- 3.1.13 conduct that restricts or inhibits others’ use of the Platform or exposes any party to liability; or
- 3.1.14 encouraging others to engage in prohibited activities.
3.2 FOODMATE reserves the right but is not obligated to:
- 3.2.1 investigate allegations that content does not conform to these Terms and remove or request removal;
- 3.2.2 remove abusive, illegal, disruptive, or non-conforming content;
- 3.2.3 suspend or terminate access upon breach;
- 3.2.4 monitor, edit, or disclose any content; and
- 3.2.5 edit or delete any content posted, regardless of whether it violates these standards.
4. Intellectual Property
All trademarks, logos, images, and service marks, including these Terms as displayed on the Platform or in our marketing material, whether registered or unregistered, are the intellectual property of FOODMATE and/or third parties who have authorised us to use them (collectively the “Trademarks”). You may not use, copy, reproduce, republish, upload, post, transmit, distribute, or modify these Trademarks in any way without our prior express written consent. The use of the Trademarks on any other website not approved by us is strictly prohibited. FOODMATE will enforce its intellectual property rights to the fullest extent of the law. FOODMATE neither warrants nor represents that your use of materials displayed on the Platform will not infringe rights of third parties not owned by or affiliated with FOODMATE. Use of any materials on the Platform is at your own risk.
5. Restrictions on Goods
5.1 Some Goods are subject to purchase restrictions (“Restricted Goods”), depending on applicable laws. These include minimum age requirements for Cigarettes/Tobacco products and any other goods that we reserve the right not to deliver based on relevant statutory requirements. By placing an order for Restricted Goods, you confirm that you meet the legal requirements to purchase them.
5.2 Cigarettes/Tobacco Products (“Tobacco”)
We may offer Tobacco where permitted by law. By offering Tobacco for sale on our Platform, we do not purport to advertise, promote or encourage the purchase or use of Tobacco in any way.
- 5.2.1 we may request valid proof of age (e.g., ID) before delivery;
- 5.2.2 we may refuse delivery if you cannot prove you are of legal age; and/or
- 5.2.3 we may refuse delivery to any persons for any reason.
5.4 Any offer for Tobacco is void where prohibited by law.
6. Orders
6.1 When you place an Order with FOODMATE, we will confirm your Order by sending a confirmation email containing the Order receipt. Where applicable, Orders will include delivery fees and any applicable tax (e.g., GST).
6.2 Minimum Order Value — Some Vendors require a minimum order value (“MOV”). Where an Order fails to meet the MOV, you may pay the difference to meet the MOV or add more Goods.
6.3 Special Instructions — FOODMATE and the Vendor will reasonably endeavour to comply with your special instructions. However, where not feasible, possible or commercially reasonable, we may proceed in accordance with standard procedures. Neither FOODMATE nor the Vendor shall be responsible to replace or refund an Order that does not conform to special instructions.
6.4 Allergens — FOODMATE is not obligated to provide ingredient or allergen information on the Platform and does not guarantee that Goods are free of allergens, unless required by law. If you have allergies or dietary restrictions, please contact the Vendor before placing an Order.
6.5 Your Order may be subject to additional terms and conditions provided by the Vendor.
6.6 Prior to placing the Order:
6.6.1 provide your delivery address so the Platform can display Vendors available in your area;
6.6.2 once you select a Vendor, you will be taken to that Vendor’s menu page to add Goods to the cart.
6.7 Placing the Order — To complete an Order, follow onscreen instructions after clicking ‘Checkout’. You may be required to provide additional details. Review and confirm all information (amounts, delivery details, personal details, payment information, voucher codes if applicable) before you click “PLACE ORDER”. An Order is successfully placed when you receive an email confirmation with your Order receipt.
6.8 Cancelling an Order — Use the Help Centre on the Platform to cancel after placing. You may cancel provided a Vendor has not yet accepted your Order.
6.9 Refunds
(i) Online Payment Orders — You have the right to a refund for a cancelled Order only if a Vendor has not yet accepted it. If you cancel after acceptance, no refunds will be issued and you forfeit delivery.
(ii) Cash-on-Delivery Orders — You may cancel only if the Vendor has not yet accepted the Order. If you cancel after acceptance, you forfeit delivery and cash-on-delivery may be removed from future Orders. (Not applicable to the Matego Service.)
If entitled to a refund under these Terms, you agree that:
• Where the purchase was made using credit card, debit card and cash-on-delivery payment methods, we will issue refunds to your Matepay Account by default and process them per the Matepay User Account Terms.
• Save as to purchases made using cash-on-delivery payment, we will credit the refund to the same online payment method used to make the purchase or another available online payment method if applicable, or if you do not have a Matepay Account.
We may require additional information or supporting documents (including receipt images for Pick-Up Orders) before processing any refund and may refuse to process if such information is not provided.
If you have not received a refund, please check your bank account or contact your card issuer/bank as posting may take time. If still not received, contact customer support (see Clause 1.3).
6.10 FOODMATE may cancel any Order and/or suspend, deactivate or terminate your account if it reasonably suspects or detects fraudulent behaviour or activity associated with your account and/or Order.
7. Prices and Payments
7.1 Prices are displayed in Pakistani Rupees (“PKR”) and subject to applicable tax. Prices and offers on the Platform may vary from those offered elsewhere by Vendors.
7.2 Depending on the Vendor and subject to law, prices reflected on the Platform:
7.2.1 for GST registered Vendors, include GST or equivalent tax; or
7.2.2 for non-GST registered Vendors, do not include GST or equivalent tax.
7.3 Delivery fees are chargeable on every Order unless:
7.3.1 you opt to collect your Order directly from the Vendor (“Pick-Up”);
7.3.2 you have a valid promotional/discount voucher and apply it at checkout; or
7.3.3 it is stated otherwise.
7.4 Prices and additional charges (including but not limited to delivery, small order or service fees) shown at the time of each Order may change.
7.5 A breakdown of prices and additional charges is displayed before checkout. By placing an Order, you agree to all amounts and the final ‘Total’ shown.
7.6 Payment methods may include:
7.6.1 Visa, Mastercard, American Express, Google Pay, PayPal, Apple Pay (via our payment partners);
7.6.2 Cash-on-Delivery (not applicable to the Matego Service);
7.6.3 other methods we may offer from time to time.
7.7 If you have existing credit in your FOODMATE account or valid vouchers, you can use them for part or all of your Order.
7.8 After an Order is placed successfully, you will receive an email confirmation with your Order receipt. Delivery fees will not appear if you opted for Pick-Up.
7.9 FOODMATE may add or remove payment methods at any time. Online payments are processed by third-party providers. With your consent, your payment details may be stored by those providers for future Orders. FOODMATE does not store your card/payment information.
7.10 You must ensure sufficient funds to fulfil payment. FOODMATE takes responsibility for payments made on our Platform—including refunds, chargebacks, cancellations and dispute resolution—where reasonable and in accordance with these Terms.
8. Delivery, Pick-Up and Vendor Delivery
8.1 Delivery Areas
You understand that our Vendors offer their Goods in specific delivery areas and our Vendors vary from delivery area to delivery area. By entering your delivery address on the Platform, you will see the Vendors that we make available to you at that time. Delivery areas may expand, shrink or change depending on weather and traffic conditions and situations of force majeure.
8.2 Delivery Time
foodmate shall deliver your Order to the delivery address provided by you. You may choose for your Order to be delivered “ASAP” or scheduled for a specific time. An estimated delivery time will be provided to you in your email confirmation but delivery times shall vary depending on factors that are not controlled by us (e.g. order quantity, distance, time of day, weather, traffic, etc.). You can view the remaining delivery time of an Order when you click on ‘My Orders’ on the Platform. You acknowledge that the delivery time we provide is only an estimate and Orders may arrive earlier or later.
If your Order contains Tobacco and you or the recipient is below the legal age, or fails to provide valid ID, foodmate reserves the right not to deliver your Order to you.
8.3 Unsuccessful or Failed Deliveries
In cases where we attempt to deliver an Order but are unable to do so due to reasons caused by you, including but not limited to:
- No one was present or available to receive the Order
- Customer was uncontactable despite attempts to reach them
- Lack of access to deliver the Order
- No suitable or secure location to leave the Order
- Customer did not meet age requirements for Restricted Goods
foodmate reserves the right to cancel the Order without refund or remedy.
8.4 Wrong Order, Missing Items, Defective Goods
If you receive the wrong order, defective order, or missing items, please contact customer support immediately. foodmate may request photographic proof or additional information. If we determine that the Goods are not satisfactory, we will compensate you for your Order or parts of it.
8.5 Pick-Up
Where available, you may collect your Order directly from the Vendor’s premises. The email confirmation will indicate the Collection Time. Vendors will hold your Order for up to 20 minutes. If you fail to collect within this time, the Vendor is not obliged to provide the Order to you.
8.6 Vendor Delivery
In some cases, Vendors will deliver the Order to you. foodmate shall not be responsible in any way for Orders delivered by Vendors.
9. Vouchers, Discounts and Promotions
9.1 From time to time, foodmate may run marketing and promotional campaigns, through various social media platforms and mediums including WhatsApp, which offer gifts with purchases (“Gifts”), voucher codes, discounts, and other promotional offers to be used on the Platform (“Vouchers”).
9.2 foodmate also allows for the purchase and redemption of gift cards on the Platform by users in Pakistan (“Gift Cards”).
9.3 Vouchers, Gifts, and Gift Cards are subject to validity periods, redemption periods, use restrictions, limits and/or other availability. All Vouchers, Gifts, and Gift cards are offered on a ‘while stocks last’ basis.
9.4 Vouchers, Gifts, and Gift Cards may not be valid when used in conjunction with other promotions, discounts or other vouchers.
9.5 Additional terms and conditions (including vendor-specific terms) may apply to Vouchers and Gifts.
9.6 Unless otherwise stated, Vouchers and Gift Cards can only be used on our Platform. Vouchers and Gift Cards can be redeemed by selecting the payment mode as Vouchers and/or Gift Cards respectively.
9.7 Vouchers, Gifts, and Gifts Cards are non-transferable, non-exchangeable, non-refundable and cannot be exchanged for cash.
9.8 For an Order which qualified for the Gifts and/or Gift Cards, should such Order be refunded, cancelled or void, foodmate has the sole discretion to:
- (i) determine the full value of the Gifts;
- (ii) determine the value of the Giftcard to be refunded; and
- (iii) deduct such value from the refund amount in accordance with our refund policy.
9.9 foodmate does not warrant the quality or performance of the Gifts and/or Gift Cards and shall not be responsible for any damages including, but not limited to, the loss of life, injury to person and/or damage to property arising from or in connection with the promotion and/or use of the Gifts and/or Gift Cards.
9.10 foodmate is not responsible if your Gift Card is stolen, lost, destroyed or used without your permission. foodmate shall not be responsible, and assumes no liability to you for any unlawful conduct or fraud by any third party associated with any Gift Card.
9.11 foodmate may withdraw, amend and/or alter any applicable terms and conditions of the Vouchers, Gifts, and Gift Cards at any time without prior notice.
9.12 foodmate further reserves the right to void, discontinue, or reject the use of any Voucher, Gifts, and Gift Cards without prior notice.
9.6 foodmate may at its sole and absolute discretion forfeit, exclude, disqualify or refuse you or certain Vendors from the use of Vouchers at any time without prior notice for reasons including but not limited to:
- (a) any suspected violation of applicable laws, rules and regulations; or
- (b) any suspected fraudulent or illegal transaction
9.13 foodmate further reserves the right to void, discontinue or reject the use of any Voucher and/or Gift Card without prior notice for reasons including but not limited to:
- (a) any (i) liquidation, administration or winding-up of your company or (ii) voluntary arrangement with your creditors; and
- (b) any suspension of payment due to foodmate in relation to the Giftcards.
9.14 foodmate may at its sole discretion forfeit, exclude, disqualify or refuse your use of Vouchers, Gifts and/or Gift Cards redemption from certain Vendors, at any time without prior notice.
9.15 You confirm that the recipient email address, Gift Card value and all other information provided to foodmate is accurate. foodmate shall not be responsible and assumes no liability if the Gift Card is delivered to an unintended recipient or if the details provided by you are incomplete and/or inaccurate. By providing foodmate with your Gift Card recipients’ email address, you warrant that you have the legal basis to do so.
9.16 If the order value is less than the amount of the Giftcard, the outstanding balance (after deduction of order value) will reflect under the same Gift Card and can be used for subsequent transactions.
10. Representations, Warranties and Limitation of Liabilities
10.1 Representations and Warranties
You acknowledge and agree that the content on the Platform is provided on an “as is” and “as available” basis, and that your use of or reliance upon the Platform and any content, goods, products or services accessed or obtained thereby is at your sole risk and discretion.
All photos and images of the Goods are also for illustrative purposes only and may differ from the actual Goods.
While foodmate makes reasonable efforts to ensure the provision of the Platform and the Services we offer, are available at all times, we do not warrant or represent that the Platform shall be provided in a manner which is secure, timely, uninterrupted, error-free, free of technical difficulties, defects or viruses. Please expect temporary interruptions of the Platform due to scheduled or regular system maintenance work, downtimes attributable to internet or electronic communications or events of force majeure.
10.2 Limitation of Liability
To the extent permitted by law, foodmate (which shall include its employees, directors, agents, representatives, affiliates and parent company) exclude all liability (whether arising in contract, in negligence or otherwise) for loss or damage which you or any third party may incur in connection with our Platform, our Services, and any website linked to our Platform and any content or material posted on it. Your exclusive remedy with respect to your use of the Platform is to discontinue your use of the Platform. The foodmate entities, their agents, representatives, and service providers shall not be liable for any indirect, special, incidental, consequential, or exemplary damages arising from your use of the Platform or for any other claim related in any way to your use of the Platform. These exclusions for indirect, special, consequential, and exemplary damages include, without limitation, damages for lost profits, lost data, loss of goodwill, work stoppage, computer failure, or malfunction, or any other commercial damages or losses, even if the foodmate entities, their agents, representatives, and service providers have been advised of the possibility thereof and regardless of the legal or equitable theory upon which the claim is based. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, foodmate, the foodmate entities, its agents, representatives and service providers' liability shall be limited to the extent permitted by law.
10.3 Vendor’s Representations
foodmate shall neither be liable for actions or omissions of the Vendor nor you in regard to provision of the Goods and where Vendor Delivery applies to your Order. foodmate does not assume any liability for the quantity, quality, condition or other representations of the Goods and/or services provided by Vendors or guarantee the accuracy or completeness of the information (including menu information, photographs and images of the Goods) displayed on the Vendor’s listing/offering on the Platform. Nothing in these Terms shall exclude Vendor’s liability for death or personal injury arising from Vendor’s gross negligence or willful misconduct.
11. Vendor Liability
Vendors are solely responsible for the preparation, condition and quality of Goods sold to you. In cases of Vendor Delivery, Vendors are responsible for delivery of the Goods and/or Orders. foodmate shall not be responsible or liable for any loss, damage, expense, cost or fees arising from your contractual relationship with the Vendor.
12. Personal Data (Personal Information) Protection
You agree and consent to foodmate and any of its affiliate companies collecting, using, processing and disclosing your Personal Data in accordance with these Terms and as further described in our Privacy Policy. Our Privacy Policy is incorporated by reference herein and accessible here (https://www.foodmate.pk/contents/privacy.htm) or via the links on our Platform.
13. Indemnity
- 13.1 use of the Platform;
- 13.2 use of the Services; or
- 13.3 breach of these Terms.
14. Third Party Links and Websites
The Platform may contain links to other third party products, websites, services and offers and by clicking on these third party links, you agree to do so at your own risk. These third party links, products, websites and services not owned or controlled by us. We do not control or endorse these third party websites or links and shall not be responsible for the content, functionality, security, services, privacy policies, or other practices of these third party linked pages. We accept no liability or responsibility for any loss or damage which may be suffered by you in relation to your access and use of these third party links and websites.
15. Termination
foodmate has the right to terminate, suspend or delete your account and your access to or use of the Platform, including any delivery service we provide to you in respect of an Order, for any reason, including, without limitation, if foodmate in its sole discretion:
- considers your use to be unacceptable;
- is not satisfied with the results of the Background Checks, conducted on an ongoing basis; or
- suspects or discovers you to have been involved in any activity or conduct that is in breach of any of the Terms.
foodmate may, but shall be under no obligation to, provide you a warning prior to termination of your use of the Platform.
16. Amendments
foodmate may amend these Terms at any time in its sole discretion, and the amended Terms shall be effective immediately upon posting, subject to applicable laws. It is your responsibility to check the Terms regularly. If you do not agree with the amended Terms, whether in whole or in part, you must stop using the Platform immediately.
17. Severability
If any provision of these Terms is found to be invalid by any court having competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these Terms, which shall remain in full force and effect. No waiver of any provision in these Terms shall be deemed a further or continuing waiver of such provision or any other provision.
18. Governing Law
These Terms shall be governed by and construed in accordance with the laws of the country / courts of jurisdiction in which the relevant foodmate entity is incorporated as set out in the table below. The following courts specified together with the relevant foodmate entity will have jurisdiction over any dispute or claim arising out of or in connection with these Terms and the use of the Platform:
- foodmate Bangladesh (foodmate.bd); Peoples’ Republic of Bangladesh
- foodmate Cambodia (foodmate.com.kh); Kingdom of Cambodia
- foodmate Hong Kong (foodmate.hk); Hong Kong S.A.R., Republic of China
- foodmate Laos (foodmate.la); Lao People's Democratic Republic
- foodmate Malaysia (foodmate.my); Republic of Malaysia
- foodmate Myanmar (foodmate.com.mm); Republic of the Union of Myanmar
- foodmate Pakistan (foodmate.pk); Islamic Republic of Pakistan
- foodmate Philippines (foodmate.ph); Republic of the Philippines
- foodmate Taiwan (foodmate.com.tw); Taiwan, Republic of China
- foodmate Thailand (foodmate.th); Kingdom of Thailand
- foodmate Singapore (foodmate.sg); Republic of Singapore
19. Contact Us
If you wish to contact us regarding any questions or comments you may have, please reach out to us via the Help Center available on the Platform.
20. Prevailing Language
In the event of a dispute as to the Terms, the English version shall prevail. The English language version of these Terms shall control in all respects and shall prevail in case of any inconsistencies with translated versions.
21. Groceries / food mart / Convenience Shops
21.1 The purchase of Goods from Vendors on ‘SHOPS’ on the Platform, including food mart, (“SHOPS”) are subject to these Terms. Additionally, you agree to comply with any and all the guidelines, notices, operating rules, policies and instructions, which may be provided from time to time pertaining to the purchase of Goods from SHOPS, and which are incorporated into and form a part of these Terms.
21.2 Due to delivery constraints, foodmate may be required to impose a cap on the amount of your Order or limit the quantities of Goods in your Order from SHOPS in its sole discretion.
21.3 Where the prices of any Goods are subject to the definitive weight of the Goods, we will provide an initial estimate of the price for the purposes of checkout. The final price shall be indicated in your email confirmation containing your tax invoice. For shortfalls in payment, additional amounts shall be charged to you. In event of overpayments, excess amounts shall be refunded in accordance with our SHOPS cancellation, refund and returns policy.
21.4 We reserve the right, but are not obligated, to restrict or limit the sales of our Goods to any person, geographic region or jurisdiction. Due to the laws in some countries, we shall not offer for sale certain goods, or restricted items to you (e.g. Tobacco, etc.). Any offer for any Goods made on the Platform is void when it is prohibited by law.
22. Rider Tip
22.1 Rider Tip (as defined herein) is applicable for all Orders except for cash-on-delivery orders and Orders delivered by Vendor Delivery. When you place an Order on the Platform and / or after your order is delivered, you will have the option to pay a tip to the rider assigned to deliver your Order (“Rider Tip”). foodmate will collect payment for the Rider Tip using the payment method chosen by you for the Order. The rider will receive the full amount of any Rider Tip you choose to make once the delivery is completed.
22.2 For Orders cancelled before delivery, foodmate will process a refund of any Rider Tip paid by you to the payment method used for the Order. Refunds will require time to be processed by us, your credit card company and/or your bank. It can take anywhere from five (5) to seven (7) business days (or even up to 30 days for overseas banks) for your refund to be processed and reflected in your account.
22.3 Rider Tips are not refundable once the Order has been delivered by the rider and / or once you agree to pay after your order is delivered.
22.4 If you have any questions or issues regarding your Rider Tip, please reach out to our customer support via email or the in-app chat feature available on the Platform.
23. Matego
23.1 We offer an on-demand rider service where you may request for a delivery to be made from a pick-up location to a drop-off location through a delivery rider provided from our delivery rider pool (“Matego Service”) via our Platform. The use of the Matego Service on the Platform is subject to these Terms and the making of a request for the Matego Service is deemed to be an “Order” for the purposes of these Terms.
23.2 You shall pay foodmate a delivery fee for the Matego Service, which shall be calculated using a base fee and distance-based fee. The base fee may vary due to factors such as, but not limited to, demand-supply ratio, booking timing, traffic conditions and routing information (“Matego Service Fee”). It is your responsibility to review the Matego Service Fee before making and confirming a request for the Matego Service. By confirming your request, you agree to make payment of the final Matego Service Fee displayed on the Platform.
24. Matepro
Where available, you may choose to subscribe to Matepro, our subscription programme for the Platform. If you choose to subscribe to Matepro, you agree to be bound by and to comply with the Matepro terms and conditions, which are incorporated by reference herein and accessible here (https://www.foodmate.pk) or via the links on our Platform.
25. Priority Delivery
25.1 The priority delivery programme (the “Programme”) prioritises your order by assigning a rider to deliver your order exclusively. This means that the assigned rider will deliver your order only. Do note that the delivery timing shown on the Platform is an estimate and not a guaranteed timing.
25.2 foodmate shall not be liable for any claim, loss or damage whatsoever incurred by you arising from you voluntarily opting in to this Programme.
25.3 The Programme may be changed, withdrawn or terminated by foodmate at any time without prior notice to you.