Terms & Conditions

Welcome to Appayon

These comprehensive Terms and Conditions (“Terms”) govern your access to and use of our homemade food delivery platform, which operates through three interconnected applications: the Customer App, Kitchen Owner App, and Delivery Personnel App. By using any of our services, you agree to comply with these Terms. Please read them carefully.

OVERVIEW AND ACCEPTANCE OF TERMS

By registering for, accessing, or using any of Appayon’s applications or services, you confirm that you have read, understood, and agreed to be bound by these Terms and our Privacy Policy. If you do not agree, please refrain from using the platform.

USER ELIGIBILITY AND ACCOUNT REGISTRATION

Eligibility Requirements

Account Registration

All users—customers, kitchen owners, and delivery personnel—are required to create an account through the appropriate Appayon application using valid contact information and secure login credentials. During registration, users must provide the necessary identification or business documentation as applicable to their role.

• Customers register using a valid email address, password, and accurate delivery details.
• Kitchen owners must submit relevant business registration and licensing documents.
• Delivery personnel must provide identification, driver credentials, and vehicle details.

Appayon may request additional verification or documentation at any time to confirm user identity or eligibility.

Account Security and Responsibility

Users are solely responsible for maintaining the confidentiality of their account credentials and for all activities conducted under their accounts. Account sharing, transfer, or unauthorized access is strictly prohibited.

If any unauthorized use or security breach is suspected, users must immediately notify Appayon through official support channels. Appayon shall not be liable for any losses resulting from failure to maintain account security.

ROLE-BASED TERMS AND CONDITIONS

SECTION A: CUSTOMER

 A(1) Customer Accounts, Orders, and Payments

Customers must create an account on the Appayon Customer App using a valid email address and a secure password. During registration, they must provide accurate and up-to-date personal and delivery information, including a valid address, contact details, and any special delivery instructions. Customers may register multiple delivery addresses but must ensure that the correct address is selected for each order. All profile details should be kept current to ensure accurate order processing and delivery.

Orders can only be placed through the Appayon platform and are subject to acceptance by the respective kitchen owner. All menu details, prices, and item availability are determined solely by the kitchen owner. Once an order is accepted, it becomes binding, and customers are responsible for ensuring someone is available to receive the delivery at the specified time.

All applicable prices, taxes, and delivery fees are displayed at checkout. Payments may be made through approved digital methods—such as mobile banking or card payments—or via cash on delivery, where available. For digital payments, authorization must be completed before order confirmation. Customers are responsible for maintaining sufficient balance or credit to complete the transaction.

 A(2) Delivery, Cancellations, and Refunds

Customers must provide an accurate delivery location and remain available during the estimated delivery window. Any specific delivery instructions should be provided during order placement. Orders should be checked upon receipt, and any issues or discrepancies must be reported within two (2) hours of delivery. Failure to be available at the time of delivery may result in cancellation and applicable charges.

Orders may be cancelled within five (5) minutes of placement, provided that food preparation has not yet begun. Once preparation has started or the order has been accepted by the kitchen, cancellation may result in charges of up to 100% of the order value. Orders cannot be cancelled once they have been handed over to delivery personnel.

Refund eligibility is determined based on the following conditions:

• Incorrect Items: Full or partial refund for items that materially differ from the order.
• Quality Issues: Refund for food that is spoiled, unsafe, or below acceptable quality standards.
• Non-Delivery: Full refund if the order is not delivered within a reasonable timeframe.
• Late Delivery: Partial refund may be issued if delivery is delayed beyond the estimated time due to service provider fault.

A(3) Customer Conduct and Responsibilities

Customers are expected to behave respectfully towards kitchen owners, delivery personnel, and customer support representatives. They must not engage in fraudulent activities, provide false information, or attempt to manipulate pricing or payment systems. Accounts must remain secure and should not be shared or used by unauthorized individuals.

Customers are prohibited from:

• Placing fake or fraudulent orders.
• Reselling purchased food for commercial gain.
• Harassing or abusing any service provider.
• Violating applicable laws, regulations, or platform policies.

Any violations may result in account suspension, order cancellation, or legal action where applicable.

SECTION B: KITCHEN OWNER

B(1) Kitchen Registration, Operations, and Responsibilities

Kitchen owners operating on the Appayon platform must complete the registration and verification process with accurate business information, including legal business name, address, contact details, and valid bank account information for payment processing. All required licenses must be provided and maintained in accordance with local regulations. Periodic re-verification may be required to ensure compliance and retain active status on the platform.

Kitchen owners are responsible for maintaining the highest standards of food safety, hygiene, and quality. All food must be prepared in clean, sanitary conditions using fresh and safe ingredients. Food storage, preparation, and packaging must comply with applicable health codes and industry standards. Regular self-inspections and adherence to Appayon’s food safety protocols are mandatory.

B(2) Menu Management and Order Fulfillment

Kitchen owners have full autonomy over their menu offerings, item descriptions, and pricing. All menu details must be accurate, including ingredient lists, allergen information. Prices must remain transparent and consistent with the information displayed on the Appayon platform. Menu availability must be updated in real time to prevent order conflicts or cancellations due to stock shortages.

Upon receiving a new order, kitchen owners must acknowledge it within two (2) minutes and begin preparation immediately after acceptance. Estimated preparation times must be realistic and strictly followed. Any order modification or cancellation by the kitchen must be communicated promptly through the Appayon system. All food must be prepared according to customer specifications and platform quality standards.

B(3) Packaging, Delivery Readiness, and Presentation

All food items must be packaged in clean, food-grade, leak-proof containers suitable for delivery. Hot food should remain hot, and cold food should remain cold until handoff to delivery personnel. Packaging must be secure, tamper-evident, and designed to prevent spills or contamination. Environmentally responsible alternatives to single-use plastics should be used whenever possible. Each order must include an itemized receipt and clearly marked special instructions, if applicable.

B(4) Financial Terms and Payment Structure

Appayon facilitates all customer payments and remits the corresponding amount to kitchen owners after deducting applicable platform fees and commissions. Payment disbursements follow the schedule defined in the Kitchen Owner Agreement. Commission rates and applicable deductions are transparently disclosed during registration. Kitchen owners are responsible for complying with all tax obligations arising from their income on the platform. Transaction summaries and earnings reports are made available through the Kitchen Owner App dashboard.

B(5) Customer Communication and Conduct

All interactions with customers must take place through the Appayon platform. Kitchen owners must not request direct payments, personal contact, or business outside the platform. Professional, courteous communication is expected at all times. Any customer issues or complaints must be addressed promptly and resolved in good faith. Harassment, discrimination, or unprofessional conduct toward customers or delivery personnel will not be tolerated.

B(6) Compliance, Obligations, and Prohibited Practices

Kitchen owners must ensure their operations comply with all applicable food safety regulations and Appayon’s partnership policies. This includes maintaining valid licenses, ensuring safe ingredient sourcing, and operating within declared capacity limits.

The following activities are strictly prohibited:

• Operating without proper authorization, permits, or certifications.
• Using expired, spoiled, or contaminated ingredients.
• Misrepresenting food items, ingredients, or portion sizes.
• Accepting orders that cannot be fulfilled within committed timeframes.
• Violating food safety, hygiene, or labor laws.
• Engaging in discriminatory or unethical practices toward customers or staff.

Non-compliance may result in account suspension, delisting, or termination from the Appayon platform, along with potential legal action where applicable.

SECTION C: DELIVERY PERSONNEL

C(1) Registration, Verification, and Eligibility

All delivery personnel operating on the Appayon platform must complete the official registration and verification process. This requires submitting a valid National ID (NID), birth certificate, driver’s license, and details of the vehicle type and model to confirm eligibility. Bank account or mobile financial service information must also be provided for payment processing.

Background checks may be conducted as required by local laws. Delivery partners are responsible for keeping all documents, licenses, and certifications up to date.

C(2) Vehicle and Equipment Standards

Delivery personnel must use well-maintained, roadworthy vehicles that meet all legal registration and insurance requirements. Each delivery partner must have a functioning smartphone compatible with the Appayon Delivery App.

C(3) Service and Delivery Standards

Delivery personnel must accept delivery requests promptly through the Delivery App and collect orders from kitchen owners within the specified timeframe. Orders must be handled carefully, ensuring no tampering or compromise to food quality.

Deliveries should be completed within the estimated time using efficient and safe routes. Upon completion, delivery personnel must confirm successful delivery through the Appayon system and ensure acknowledgment from the customer.

C(4) Professional Conduct and Behavior

All delivery personnel are required to maintain professional conduct at all times. They must treat customers, kitchen owners, and Appayon representatives with respect, courtesy, and fairness.

Delivery partners must:

• Adhere to all traffic and safety regulations.
• Maintain personal hygiene and a clean, professional appearance.
• Wear official Appayon identification or branded apparel when available.
• Communicate clearly, courteously, and only through approved channels.

C(5) Delivery Protocols and Handling

Before picking up an order, delivery personnel must verify the order details with the kitchen owner to ensure accuracy. Food packages must be handled carefully to avoid damage, contamination, or spillage.

If the delivery address is unclear or inaccessible, delivery partners should contact the customer or Appayon support for clarification. In cases where verification is required, customer identity must be confirmed prior to handing over the order. Delivery confirmation must be completed immediately through the Appayon app after successful delivery.

C(6) Compensation, Payments, and Taxes

Delivery fees are calculated based on distance, time, order value, and other relevant factors determined by Appayon’s payment policy. Payments are processed on a weekly basis as per the platform’s schedule. Earnings and transaction summaries are accessible via the Delivery Personnel App.

C(7) Safety, Security, and Incident Reporting

Delivery personnel must prioritize their personal safety and comply with all traffic and safety regulations. Proper safety gear must be used at all times during deliveries.

Any accidents, security incidents, or suspicious activities should be reported immediately to Appayon support and, if necessary, to local authorities. Delivery partners should not enter a customer’s premises unless explicitly invited and necessary to complete the delivery. Maintaining situational awareness and exercising caution in all delivery environments is essential.

C(8) Prohibited Activities

The following actions are strictly prohibited and may result in immediate suspension or termination:

• Tampering with, consuming, or altering customer food orders.
• Using Appayon deliveries for personal errands or external business.
• Operating vehicles under the influence of alcohol, drugs, or controlled substances.
• Sharing login credentials or allowing others to use one’s account.
• Engaging in harassment, discrimination, or inappropriate conduct toward any user.
• Refusing service to customers based on order size, location, or personal preference.

All delivery personnel are expected to uphold the reputation, safety, and service integrity of the Appayon platform at all times.

ORDER PLACEMENT, PROCESSING, AND DELIVERY

Order Flow and Fulfillment Process

All customer orders must be placed exclusively through the Appayon Customer App. Once an order is submitted, it is automatically routed to the relevant kitchen owner for acceptance. Upon acceptance, the system initiates assignment of available delivery personnel to facilitate prompt collection and delivery.

Throughout the process, customers, kitchen owners, and delivery personnel receive real-time updates and tracking information via the platform. An order is deemed completed only after successful delivery and confirmation by the customer through the Appayon system.

Pricing, Fees, and Payment Authorization

Menu prices are determined solely by individual kitchen owners and displayed transparently on the Appayon platform. In addition to item prices, applicable delivery fees, service charges, and taxes are clearly shown at checkout before order confirmation.

Dynamic pricing or surge fees may apply during periods of high demand, special events, or adverse weather conditions. Customers are required to authorize payment prior to order processing for all digital transactions. Appayon ensures that all pricing and charges are communicated clearly before order submission.

Quality Assurance and Service Standards

Appayon upholds a unified standard of quality, safety, and service across all kitchens and delivery partners operating on the platform.

Customer ratings, reviews, and incident reports play a critical role in evaluating the performance of kitchens and delivery personnel. Appayon reserves the right to suspend, restrict, or permanently remove any service provider who fails to meet required quality, safety, or operational standards.

CANCELLATION POLICY

Customers may cancel their orders before the Kitchen Owner accepts them. Once an order has been accepted by the Kitchen Owner, cancellations may incur fees depending on the preparation status. Orders cannot be cancelled once they are in transit with the delivery personnel. Kitchen Owners may also cancel orders due to operational issues or ingredient unavailability.

PROHIBITED CONDUCT AND PLATFORM INTEGRITY

Users must refrain from fraudulent, deceptive, or illegal activities, including harassment, discrimination, manipulation of ratings or reviews, and sharing harmful content. Unauthorized access attempts, malware distribution, interference with platform operations, and unauthorized data collection are prohibited. Violations may result in account suspension or termination, legal action, or financial penalties.

INTELLECTUAL PROPERTY AND DATA PROTECTION

All platform content, trademarks, and logos are owned by Appayon. Users may only use the platform content as permitted and for intended purposes. Users retain ownership of their own content but grant Appayon a license to use it for platform operations. All content must comply with applicable laws and community guidelines. Personal data is collected and processed in accordance with Appayon’s Privacy Policy, and users have rights to access, correct, or delete their personal data. International data transfers comply with applicable regulations.

LIABILITY, DISCLAIMERS, AND INDEMNIFICATION

Appayon serves as a technology platform and intermediary. Kitchen Owners are solely responsible for food safety and quality, while Delivery Personnel are responsible for delivery services. Platform liability is limited to the provision of technical services.

Users agree to indemnify Appayon against claims arising from platform use. Kitchen Owners and Delivery Personnel indemnify Appayon for issues related to their respective services. Appayon is not liable for service interruptions caused by circumstances beyond its control, including natural disasters or technical failures.

DISPUTE RESOLUTION AND GOVERNING LAW

Users are encouraged to resolve issues through Appayon support channels. If unresolved, disputes may be escalated or mediated. These Terms are governed by the laws of the country in which the relevant Appayon entity is incorporated, and the courts of that jurisdiction have exclusive authority to hear disputes. Binding arbitration may be used for disputes exceeding certain thresholds, with class action claims limited as permitted by law.

PLATFORM UPDATES AND COMMUNICATIONS

Appayon may update these Terms and the platform features with prior notice. Continued use of the platform constitutes acceptance of updated Terms. Users consent to operational communications, while marketing communications require explicit opt-in. Significant service updates are communicated in advance, and backward compatibility is maintained where feasible.

ACCOUNT TERMINATION AND DATA RETENTION

Users may voluntarily terminate accounts through the platform, provided that outstanding obligations are settled. Accounts may also be terminated involuntarily for violations or legal requirements. Transaction and business data are retained as required by law, while personal data is deleted according to the Privacy Policy.

EMERGENCY PROCEDURES AND INCIDENT RESPONSE

Food safety or delivery incidents must be reported immediately. Appayon coordinates investigations with relevant authorities, maintains insurance coverage, and provides emergency contact procedures for all users.

TECHNICAL SUPPORT AND PLATFORM MAINTENANCE

Appayon provides 24/7 technical support through multiple channels. Scheduled maintenance and updates are communicated in advance, with system redundancy and performance monitoring to ensure platform reliability.

REGULATORY COMPLIANCE AND LEGAL OBLIGATIONS

All users must comply with applicable food safety, health, and labor regulations. Appayon cooperates with regulatory authorities and regularly updates policies to reflect changing legal requirements.

Contact Information

By using Appayon you agree to these Terms and our Privacy Policy. For privacy details, refer to the platform Privacy Policy.