PURPOSE

1. Protect customer safety, partner trust, and platform integrity.
2. Prevent fraud, abuse, harassment, and unlawful conduct.
3. Support compliance with applicable Nepal laws and platform policies.

PROHIBITED ACCOUNT AND IDENTITY CONDUCT

1. Fake identity, account sharing (where disallowed), impersonation, forged documents, and credential theft.
2. Circumventing KYC, verification checks, or security restrictions.

PROHIBITED ORDER AND PAYMENT CONDUCT

1. Fake/abusive orders, collusive cancellations, chargeback abuse, false non-delivery claims, and payment fraud.
2. Misusing promotions, referral systems, price glitches, or platform bugs.

PROHIBITED SYSTEM CONDUCT

1. Unauthorized access attempts, scraping, bot traffic, reverse engineering, API abuse, malware upload, and denial-of-service behavior.
2. Any attempt to disrupt normal platform operations or compromise security controls.

CONTENT AND COMMUNICATION RULES

1. No illegal, infringing, defamatory, hateful, harassing, violent, or obscene content.
2. No threats, abuse, discriminatory behavior, or unsafe conduct toward customers, riders, merchants, or support staff.
3. False reporting intended to damage other users or partners is prohibited.

PARTNER-SPECIFIC MISCONDUCT EXAMPLES

1. Restaurant: mislabeling products, unsafe food handling, fake stock states, rating manipulation.
2. Delivery partner: order tampering, false delivery completion, unsafe driving, harassment, intoxicated service.
3. Customer: repeated no-response behavior, coercive abuse, collusive discount exploitation.

SECURITY EXPECTATIONS

1. Keep account credentials confidential.
2. Report suspected account compromise or fraud promptly.
3. Use supported app versions and avoid rooted/compromised environments that bypass security controls.

ENFORCEMENT

1. NepMeals may issue warning, temporary restriction, suspension, permanent deactivation, payout hold, legal escalation, or report to authorities as proportionate to risk and evidence.
2. Serious violations may result in immediate action without prior warning where safety or legal obligations require.

APPEALS AND REVIEW

1. Users and partners may submit an appeal within seven (7) calendar days of an enforcement action, unless the action relates to severe safety, fraud, or legal violations where appeal may be restricted.
2. NepMeals may request supporting information and will review appeals based on available evidence, policy requirements, and legal obligations.

POLICY UPDATES

1. NepMeals may revise this Policy for legal, security, operational, and risk-control reasons.
2. Updated versions are published with effective metadata.

REPORTING AND RESPONSE TIMING

1. NepMeals aims to acknowledge abuse and safety reports within 2 business days.
2. Routine policy-violation reviews are generally targeted for resolution within 7 business days.
3. Complex, high-risk, or multi-party investigations may require up to 15 business days or longer where legal/regulatory coordination is needed.

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