KhaoPilao Terms of Service

These Terms apply when you use the KhaoPilao website at khaokhilao.com and order through it. KhaoPilao is operated by Jenix Labs (SMC-Private) Limited, House No. 73, Midland Avenue, Model Town, T-Chowk, Multan, Pakistan ("KhaoPilao", "we", "us"). The date these Terms took effect is shown at the top of this page. Please read these Terms together with our Privacy Policy. When you create an account you are asked to accept both. 1. What KhaoPilao is KhaoPilao is a platform that lets you find restaurants and other food businesses in Pakistan, see their menus, and place orders with them. Restaurants and food businesses on KhaoPilao ("Restaurants") are independent businesses. They are not owned or run by KhaoPilao. KhaoPilao provides the technology. The Restaurant you order from prepares your food and is responsible for it. Your order is placed with that Restaurant. Some listings are paid placements. These are labelled "Ad". 2. Who can use KhaoPilao You must be at least 18 years old to create an account and place an order. KhaoPilao is available in the areas shown on the website. The areas and Restaurants available can change at any time. 3. Your account You sign in with your email address and a one-time code that we send to it. Keep access to your email secure, and do not share your codes with anyone. You are responsible for what happens under your account. Give accurate information, including your name and delivery address. The name on your account is shown on your orders so that Restaurants and riders know who an order is for. You can browse without an account. You need an account to place an order. 4. Placing an order Each order is from one Restaurant. Before you place it, the website shows you the items, any discount, any delivery fee and the total. This total is calculated by our system at that moment. Prices and availability can change until your order is placed. If the price changes or the quote expires before you confirm, we show you the new total and ask you to confirm it. Once you place an order, the Restaurant decides whether to accept it. A Restaurant can reject an order, for example because it is closed, busy or out of an item. Your order page shows its current status. Notes and preferences you add to an order are requests passed to the kitchen. The Restaurant will try to follow them, but they are not guarantees. 5. Prices, fees and tax Prices are in Pakistani rupees (PKR). Menu prices are set by each Restaurant. Delivery fees and minimum order values are set by each Restaurant for your area, and are shown before you order. At present KhaoPilao does not add a service fee or a separate tax line to your order. If that changes, the amount will be shown before you confirm your order. 6. Payment Orders are paid in cash. For delivery, you pay the rider in cash when your order arrives. For pickup, you pay the Restaurant in cash when you collect it. Please have the amount shown on your order ready. The website does not take online payment, and it does not collect or store card or wallet details. 7. Delivery and pickup Depending on the Restaurant, you can choose delivery, pickup or both. Delivery is carried out by the Restaurant or by riders working for it. KhaoPilao does not run its own delivery fleet. Be available at the address you gave, and make sure it is correct. Times shown are estimates and are not guaranteed. For pickup, collect your order from the Restaurant. 8. Cancelling an order and refunds You can cancel your order from its order page only while its status is "Placed", before the Restaurant has acted on it. A cancellation cannot be undone. After that, only the Restaurant can cancel the order. Refund decisions are made by the Restaurant. KhaoPilao does not itself hold or pay out the money for your food. You can ask for a refund if an order you paid for was not delivered or was cancelled, if items were missing or wrong, or if the food was not fit to eat. Email [email protected] within 48 hours of the order, with your order number, what went wrong and a photo if you have one. We pass your request to the Restaurant and aim to give you its answer within 7 working days. A refund that is approved is paid by the Restaurant. Nothing in these Terms removes rights you have under the consumer protection laws that apply to you. 9. Vouchers A voucher is subject to the conditions shown with it, which can include an expiry date, a limit on how many times it can be used, a particular Restaurant or service type, a minimum order value, a maximum discount, or use by new customers only. You can use at most one voucher per order. Vouchers have no cash value and cannot be exchanged for cash. We may refuse or withdraw a voucher that has been obtained or used through misuse of these Terms. 10. Food, allergies and dietary needs KhaoPilao does not provide allergen or dietary information, and we do not guarantee that any food is free from an allergen or meets a dietary requirement. A note on your order is only a request. If you have an allergy or a dietary or religious requirement, confirm directly with the Restaurant before you eat the food, and do not rely on KhaoPilao or on an order note. The Restaurant is responsible for the preparation, quality and safety of its food. Alcohol and other age-restricted items are not sold through KhaoPilao. 11. Reviews and content Ratings and reviews shown on KhaoPilao may be moderated, which means they can be kept, hidden or removed. Restaurants can reply to reviews and report them. A review is the opinion of the person who wrote it, and not of KhaoPilao. If KhaoPilao lets you post content, you must not post anything false, unlawful, abusive or that belongs to someone else. You allow us to display that content on KhaoPilao. 12. Acceptable use You agree not to: - place fake or fraudulent orders, or orders you do not intend to accept; - use someone else's account or email address without permission; - abuse, threaten or harass Restaurant staff, riders or our team; - misuse vouchers or promotions; - try to access data, accounts or parts of the service you are not permitted to access; - disrupt the service, or copy data from it by automated means without our written permission; - use KhaoPilao for anything unlawful. 13. Suspending an account We may lock your account, which ends your sessions and prevents you from signing in, if we reasonably believe you have broken these Terms, or to protect you, Restaurants, riders, KhaoPilao or the public. To ask about a locked account, contact us using the details below. 14. Our service and links to others The KhaoPilao name, logo and website belong to us or our licensors. Restaurant names, menus and photos belong to the Restaurants or their licensors. You may use the website only for your own personal use. The website may link to other services, such as a map service. Those services are not controlled by us and have their own terms. We work to keep KhaoPilao available and accurate, but we cannot promise that it will be uninterrupted or free from errors. Restaurant information is supplied by the Restaurants. 15. Our responsibility to you To the extent the law allows, KhaoPilao is not responsible for the food, or for the acts or omissions of Restaurants or their riders, and is not liable for indirect or consequential loss. Nothing in these Terms limits liability that cannot be limited by law. 16. Changes to these Terms We may update these Terms. When we do, we publish the new version on this page with its effective date. If a change is significant we will take reasonable steps to bring it to your attention. Continuing to use KhaoPilao after a new version takes effect means you accept it. 17. Governing law These Terms are governed by the laws of Pakistan. The courts of Pakistan have jurisdiction over disputes arising from them. 18. Contact us Jenix Labs (SMC-Private) Limited House No. 73, Midland Avenue, Model Town, T-Chowk, Multan, Pakistan Email: [email protected]