LEGAL ENTITY AND BRAND

1. "NepMeals", "we", "us", and "our" mean Nep Meals Technologies Private Limited, trading as "NepMeals".
2. "Platform" means NepMeals websites, mobile applications, APIs, partner dashboards, and related support channels.
3. "User" means any person or entity using the Platform, including customers, restaurant partners, and delivery partners.
4. These Terms apply together with all linked policies published by NepMeals, including Privacy, Refund, Cancellation, Delivery, Cookie, Acceptable Use, Promotions, and partner terms.

APPLICABLE LAW BASELINE

1. These Terms are drafted and interpreted in light of applicable law of Nepal, including the Constitution of Nepal (right to privacy), the Consumer Protection Act, 2075 (2018), the Privacy Act, 2075 (2018), the Electronic Transactions Act, 2063 (2008), and applicable food-safety and taxation laws.
2. Nothing in these Terms excludes or limits mandatory legal rights that cannot be waived under applicable law.

ELIGIBILITY AND ACCOUNT REGISTRATION

1. You must be legally capable of entering into binding agreements under applicable law.
2. You must provide accurate, current, and complete registration information and keep it updated.
3. You are responsible for maintaining confidentiality of credentials, OTPs, and login devices.
4. You are responsible for activity under your account unless unauthorized use is reported promptly and verified.
5. NepMeals may require additional KYC, business verification, or payment verification for fraud, safety, compliance, or operational reasons.

ELECTRONIC CONSENT, RECORDS, AND COMMUNICATIONS

1. By using the Platform, you consent to electronic records, notices, and communications.
2. Electronic acceptances, click-through confirmations, OTP verification events, and server-side logs may be used as evidence of consent and transaction history.
3. You consent to receive service and compliance communications by in-app notice, SMS, phone, email, or push notification.
4. Marketing communications are sent in accordance with applicable law and user preferences where opt-out is available.

PLATFORM ROLE AND CONTRACT STRUCTURE

1. NepMeals is a technology intermediary facilitating discovery, ordering, dispatch, and support workflows.
2. NepMeals does not prepare, cook, package, or own food supplied by restaurant partners.
3. The sale contract for food/products is between customer and restaurant partner.
4. Except where expressly stated otherwise, NepMeals is not a party to the contract for sale of food or goods between customer and restaurant partner.
5. Delivery partners provide logistics as independent service providers and are not employees of NepMeals.

ORDER PLACEMENT, ACCEPTANCE, AND FULFILLMENT

1. Order submission is an offer by the customer and is not final until accepted by the restaurant partner.
2. NepMeals may hold, modify, or cancel orders for payment failure, fraud risk, pricing/listing error, legal restrictions, or safety/operational constraints.
3. Out-of-stock or unavailable items may result in substitution request, partial fulfillment, or cancellation.
4. ETA values are estimates, not guaranteed delivery deadlines.

PRICING, FEES, TAXES, AND BILLING

1. Checkout displays known charges including item value, taxes, delivery fees, and platform/service fees.
2. Delivery fees may vary based on distance, service area, and operational factors. Applicable fees are shown at checkout before order confirmation.
3. You authorize processing of selected payment methods through approved payment channels.
4. You are responsible for any lawful taxes, duties, or charges applicable to your transactions.

PRICE AND AVAILABILITY DISCREPANCIES

1. If a discrepancy exists between the price, availability, or item description displayed on the Platform and the information available at fulfillment time, NepMeals may cancel the affected item or order and process a refund in accordance with applicable policy.

DELIVERY, HANDOFF, AND RISK TRANSFER

1. Customers must provide accurate address, access instructions, and reachable contact details.
2. Proof of delivery may include OTP, photo proof, call log, geolocation event, or signature/confirmation event.
3. Responsibility for order items transfers at verified handoff or validated drop completion under the selected delivery method.
4. Failed delivery due to incorrect address, non-response, denied access, or unsafe conditions may lead to cancellation charges or limited refund outcomes under policy.
5. For pickup orders, the customer is responsible for collecting the order within the pickup time communicated on the Platform or by the restaurant partner. If the order is not collected within that time, including by restaurant closing time where applicable, the order may be treated as uncollected or abandoned.
6. Because prepared food and beverages are time-sensitive and may not remain suitable for storage, resale, or later handoff, NepMeals and the restaurant partner may decline refund, replacement, or redelivery for uncollected pickup orders, except where non-collection resulted from error, fault, or delay caused by NepMeals or the restaurant partner, or where refund is required under applicable law.

FOOD SAFETY, QUALITY, AND ALLERGEN NOTICE

1. Restaurant partners are solely responsible for food preparation, ingredient accuracy, hygiene, labeling, and compliance with applicable food laws and standards.
2. Customers with allergies or dietary restrictions must verify ingredient details directly with the restaurant before ordering.
3. NepMeals does not guarantee allergen-free preparation environments unless explicitly certified by the restaurant and verified.

CUSTOMER OBLIGATIONS

1. Use the Platform lawfully, fairly, and in good faith.
2. Do not place fake, abusive, duplicate, or fraudulent orders.
3. Do not exploit pricing errors, promotions, referral loopholes, or technical bugs.
4. Do not harass support staff, riders, merchants, or other users.
5. Do not upload unlawful, defamatory, infringing, or harmful content.

PROHIBITED ACTIVITIES

1. Unauthorized access, credential stuffing, scraping, reverse engineering, malware upload, bot abuse, and service disruption.
2. Payment abuse, chargeback abuse, false claims, identity fraud, and forged documentation.
3. Any conduct that violates applicable law, partner safety, consumer rights, or platform integrity.

CANCELLATIONS, REFUNDS, AND CHARGEBACKS

1. Cancellation and refund outcomes are governed by Refund and Cancellation Policies as incorporated into these Terms.
2. Uncollected pickup orders may be ineligible for refund, replacement, or redelivery, subject to the exceptions stated in these Terms and any mandatory rights under applicable law.
3. Refunds may be monetary, wallet credit, or equivalent value resolution where lawful and operationally justified.
4. Duplicate recovery attempts through both chargeback and in-app refund flow are prohibited.
5. NepMeals may temporarily suspend payouts, credits, or account access while disputes are verified.

INTELLECTUAL PROPERTY AND CONTENT LICENSE

1. Platform software, branding, layout, and original content are owned by or licensed to Nep Meals Technologies Private Limited.
2. Users receive a limited, revocable, non-exclusive, non-transferable license to use the Platform for intended lawful purposes.
3. If you submit reviews, feedback, or other content, you grant NepMeals a worldwide, non-exclusive, royalty-free license to host, display, moderate, reproduce, and distribute that content for service operations, compliance, and product improvement.
4. You represent that your submitted content does not infringe rights of third parties.

THIRD-PARTY SERVICES

1. Certain functionality depends on third-party providers such as payment processors, telecom operators, map providers, cloud services, and notification channels.
2. NepMeals is not responsible for outages or failures exclusively caused by third-party infrastructure beyond reasonable control.

ACCOUNT SUSPENSION, RESTRICTION, AND TERMINATION

1. NepMeals may issue warnings, impose feature limits, suspend, or terminate accounts where reasonably required for safety, legal compliance, fraud control, or severe/repeated policy breach.
2. Where feasible, NepMeals may provide notice and remediation opportunity before permanent action, except where immediate action is required by safety, fraud, or legal obligations.
3. Suspension or termination does not extinguish accrued rights, liabilities, or obligations arising before termination.

DISCLAIMERS

1. The Platform is provided on an "as is" and "as available" basis, subject to mandatory legal protections.
2. NepMeals does not warrant uninterrupted, error-free, or always-available operation.
3. Availability, listing accuracy, and ETA are best-effort and may vary in real time.

LIMITATION OF LIABILITY

1. To the maximum extent permitted by applicable law, NepMeals is not liable for indirect, incidental, consequential, special, or punitive losses.
2. To the maximum extent permitted by applicable law, aggregate liability for claims arising from Platform use is limited to the amount paid by the claimant to NepMeals in the three (3) months preceding the event giving rise to the claim.
3. This limitation does not apply where exclusion is prohibited by law, including liability for fraud, willful misconduct, gross negligence, or non-excludable statutory obligations.

INDEMNITY

1. You agree to defend, indemnify, and hold harmless Nep Meals Technologies Private Limited, its affiliates, officers, and personnel from third-party claims, losses, damages, penalties, and reasonable legal costs arising from your unlawful conduct, policy violations, infringement, fraud, or misuse of the Platform.

FORCE MAJEURE

1. NepMeals is not liable for delay or failure caused by events beyond reasonable control, including natural disasters, strikes, civil unrest, government restrictions, telecom failure, power disruption, or widespread system outages.

GOVERNING LAW AND DISPUTE RESOLUTION

1. These Terms are governed by laws of Nepal.
2. Parties shall first attempt good-faith resolution through support and formal grievance escalation.
3. If unresolved, disputes are subject to competent courts and authorities of Nepal, unless applicable law requires otherwise.

GRIEVANCE, REGULATORY, AND LEGAL NOTICE CHANNELS

1. Consumer grievances may be filed through in-app support, email, or published legal contact channels.
2. All user, partner, and regulatory queries are initially handled through a centralized support channel and may be internally routed to the appropriate operational, legal, or compliance team.
3. Legal notices to NepMeals should include identity details, supporting documents, transaction/order references, and requested relief.
4. NepMeals may require identity verification and supporting evidence before resolving legal or compensation claims.
5. NepMeals aims to acknowledge complaints within two (2) business days.
6. NepMeals aims to resolve routine complaints within seven (7) business days and complex matters within fifteen (15) business days, subject to evidence availability and case complexity.

POLICY HIERARCHY, VERSIONING, AND AMENDMENTS

1. These Terms incorporate linked policies by reference.
2. If there is conflict, specific policy text governs its specific subject matter and these Terms govern all other matters.
3. NepMeals may update Terms or policies for legal, operational, security, or product reasons and will publish revised versions with effective dates.
4. Continued use after effective date constitutes acceptance, subject to mandatory legal requirements for explicit consent where applicable.

GENERAL CLAUSES

1. Severability: If any clause is invalid, remaining clauses remain enforceable.
2. Waiver: Failure to enforce any provision is not a waiver of future enforcement.
3. Assignment: NepMeals may assign rights/obligations to affiliates or in restructuring/transfer, subject to applicable law.
4. Survival: Clauses on liability, indemnity, dispute resolution, IP, confidentiality, and payment obligations survive termination.
5. Entire Agreement: These Terms and incorporated policies constitute the entire agreement for Platform use.

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