Customer Terms & Conditions

Published: 13 May 2025

These Terms of Use govern your use of the websites and mobile applications provided by TheTaste (Private) Limited ("TheTaste", "we" or "us") (collectively the "Platform"). These Terms apply exclusively to customers who use the Platform to browse, order, and receive food and related goods. By accessing and using the Platform, you agree that you have read, understood, and accepted these Terms.

The Platform may be used by natural persons who have reached eighteen (18) years of age and corporate legal entities. Users below the age of eighteen (18) must obtain consent from a parent or legal guardian.

1. About TheTaste

TheTaste is a multi-sided food technology platform that connects customers, restaurant partners, and delivery riders through a single integrated system. TheTaste operates as a marketplace and may also provide fulfilment services through its rider network. TheTaste is not itself a restaurant, food preparer, or independent logistics provider.

For customer support, customers may reach out via the Help Centre available on the Platform or through the in-app support chat. All formal disputes and appeals must be submitted through the channels specified in these Terms.

2. Cancellation & Refund Policy

Before Restaurant Accepts: The customer may cancel at any time before a restaurant accepts the order. A full refund will be issued automatically.

After Restaurant Accepts — Before Preparation: Cancellation may be requested within 2 minutes of acceptance. A full refund is issued if preparation has not started. If preparation has started, a partial refund may apply at TheTaste's discretion.

After Preparation Has Started: Cancellations are not permitted. No refund will be issued.

After Rider Picks Up: Cancellation is not available. Cash on Delivery (COD) payment privileges may be reviewed if the customer refuses delivery.

Cancellation by Restaurant: If a restaurant rejects or cannot fulfil an order, a full refund is issued to the customer automatically.

3. Cash on Delivery (COD) Policy

If a customer refuses to accept and pay for a COD order upon delivery, the rider must report the refusal through the Rider App. GPS coordinates and timestamp are automatically captured.

Consequences for COD Refusal:

• First refusal: warning notification sent to the customer.
• Second refusal: COD payment method temporarily suspended for 30 days.
• Third refusal: permanent COD restriction and full account review.

4. Delivery & Failed Deliveries

If the customer is unreachable at the time of delivery, the rider must attempt contact a minimum of 2 times via phone call. A 10-minute wait timer begins after the second failed attempt. If no response after 10 minutes, the order is marked as a failed delivery.

Refund on Failed Delivery: Online payment: a partial refund may be issued after support review, deducting delivery and preparation costs. COD: no refund is applicable.

5. Refunds — Online Payment Orders

Refunds are processed to the original payment method. Processing time is 5-10 business days depending on the payment provider.

6. Post-Delivery Complaints

Customers may raise a complaint within 2 hours of the order being marked as delivered. Complaints raised after this window will not be eligible for refund consideration.

Eligible complaint types: Wrong item delivered, missing items, damaged or spilled food, food quality issue, significant delivery delay.

Proof Requirement: Photo or video evidence is required for all post-delivery complaints. Complaints submitted without proof may be declined.

Decision Timeline: All complaints are reviewed within 24-48 hours. The customer is notified of the decision via app notification and email.

7. Fraud & Abuse Policy

TheTaste reserves the right to suspend or permanently terminate a customer account if fraudulent behaviour is detected, including: repeated refund claims without valid evidence, COD refusal patterns, false "customer unreachable" exploitation, chargeback abuse, or account sharing.

8. Appeals

If a customer disagrees with a refund decision, they may appeal within 48 hours through in-app customer support. Appeals are reviewed by a senior support agent within 5 business days. The outcome of the appeal is final.

9. Prohibited Activities

Prohibited activities include: using the Platform in violation of local laws, posting unlawful or defamatory content, impersonating another person, harvesting user information without consent, and engaging in conduct that restricts other users from enjoying the Platform.

10. Intellectual Property

All trademarks, logos, images, and service marks displayed on the Platform are the intellectual property of TheTaste and/or authorised third parties. Customers may not use, copy, reproduce, or modify these trademarks without prior express written consent from TheTaste.

11. Limitation of Liability

The Platform content is provided on an "as is" and "as available" basis. To the extent permitted by law, TheTaste excludes all liability for loss or damage which a customer or any third party may incur in connection with our Platform or Services. Restaurants are solely responsible for the preparation, condition, and quality of goods sold to customers.

12. Governing Law

These Terms shall be governed by and construed in accordance with the laws of Pakistan. Any dispute shall first be subject to the internal appeals process. Where a dispute cannot be resolved internally, it shall be subject to the exclusive jurisdiction of the competent courts of Pakistan.

13. Maximum Delivery Time

Where a delivery has not been completed within sixty (60) minutes of the order being placed, the customer is entitled to cancel the order and receive a full refund. To cancel under this clause, the customer must contact TheTaste Support through the in-app support channel or at support@thetaste.pk.

Where an order remains undelivered after ninety (90) minutes from placement and has not been cancelled, TheTaste's automated system will cancel the order and initiate a full refund automatically.

14. Refund Policy Details

Full Refund Entitlement: Restaurant cancelled the order; order not delivered within 90 minutes; customer cancelled within the 60-minute late delivery window; delivered order was entirely wrong; order was not delivered and rider marked it as delivered.

Partial Refund Entitlement: One or more items were missing; one or more items were substituted incorrectly; items delivered in a condition that made them unfit for consumption.

Non-Refundable Charges (in partial refund scenarios): Delivery fee, service fee, bag fee.

No Refund Scenarios: Customer placed the order incorrectly; customer was unavailable to receive the delivery; customer changed their mind after restaurant acceptance; complaint submitted more than twenty-four (24) hours after delivery.

15. Privacy and Personal Data

TheTaste collects your mobile phone number, name, delivery address, order history, and ratings for the purpose of operating the platform, processing orders, and resolving disputes. Your name and delivery address are shared with the assigned rider and the restaurant fulfilling your order.

TheTaste does not sell customer personal data to any third party. Customer account data is retained for as long as the account remains active. Order records and financial data are retained for five (5) years from the date of the transaction.

Customers may request access to, correction of, or deletion of their personal data by contacting privacy@thetaste.pk. TheTaste will respond within fourteen (14) business days.

16. Customer Verification

TheTaste does not conduct background checks or identity document verification on customer accounts. Verification is limited to mobile phone number confirmation via OTP at the time of account registration and login.