KUZU EATS – TERMS & CONDITIONS

Last Updated: November 12, 2024

Welcome to Kuzu Eats. These Terms & Conditions (“Terms”) govern your access to and use of our mobile application, website, and food delivery services (“Service”). By using our Service, you agree to these Terms.

1. Definitions

• “Company”, “We”, “Us”, “Our” – refers to Kuzu Eats.
• “User”, “You”, “Customer” – anyone accessing the Service.
• “Application” – the Kuzu Eats mobile app.
• “Website” – the official Kuzu Eats website.
• “Partner Restaurant” – restaurants and vendors listed on Kuzu Eats.
• “Delivery Partner” – individuals delivering orders.
• “Account” – user profile created for the Service.
• “Service Providers” – third parties assisting us in operations.

2. Use of the Service

By using Kuzu Eats, you agree to:

• Provide accurate information
• Use the Service only for lawful purposes
• Not tamper with or disrupt platform operations
• Take responsibility for all actions under your account

We may suspend accounts that violate these Terms.

3. Account Registration

Users must:

• Keep login details secure
• Notify us of unauthorized access
• Provide accurate and updated information

4. Orders and Payments

• All food, prices, and availability are shown on the app/website.
• Payment options may include cash on delivery, online payment, or mobile wallet.
• Once an order is accepted by a restaurant, it cannot be cancelled by the customer.
• Kuzu Eats is not liable for restaurant changes, delays, or unavailable items.

5. Delivery Policy

• Delivery times are estimates and vary due to traffic, weather, or distance.
• Delivery fees depend on customer location.
• If we cannot reach you upon delivery, the order may be cancelled without refund.
• Re-delivery may incur additional charges.

6. Food Quality and Responsibility

• Kuzu Eats does not prepare or handle food.
• All food quality, hygiene, and preparation are the responsibility of Partner Restaurants.
• Kuzu Eats is not liable for:
  • Food quality or taste
  • Preparation issues
  • Allergic reactions
  • Incorrect or missing items

We may assist with communication, but refunds depend on the restaurant’s approval.

7. Refund and Cancellation Policy

Refunds apply only when:

• The restaurant cancels the order
• The item is unavailable
• Delivery fails due to Company error
• Duplicate or erroneous payment

Refunds may be issued as:

• Original payment refund
• Wallet credit
• Voucher/coupon

Processing may take 3–10 working days.

8. Pricing and Charges

Additional charges may include:

• Delivery fees
• Service/platform fees
• Minimum order fees
• Surge pricing

All charges appear before checkout.

9. User Conduct

Users must not:

• Abuse or harass delivery partners
• Submit fraudulent orders
• Misuse discounts or coupons
• Provide false complaints
• Violate Bhutanese laws

Violations may result in suspension or account termination.

10. Intellectual Property

All logos, content, graphics, and software belong to Kuzu Eats.
Unauthorized copying or distribution is prohibited.

11. Limitation of Liability

Kuzu Eats is not liable for:

• Food quality issues
• Delivery delays
• Damages caused by restaurants or delivery partners
• Technical failures
• User errors (wrong address, unavailable at delivery, etc.)

Kuzu Eats’ total liability will not exceed the value of the order.

12. Third-Party Links

Kuzu Eats may contain links to third-party sites.
We are not responsible for their content, security, or practices.

13. Modification of Terms

We may update these Terms anytime.
Continued use after updates indicates acceptance.

14. Governing Law

These Terms are governed by the laws of the Kingdom of Bhutan.
All disputes will be handled by courts in Bhutan.

15. Contact Information

For assistance or complaints:

• Email: kuzueats@gmail.com
• Phone: 16170000
• Website: www.kuzueats.com
• Address: Chanjalu, Thimphu, Bhutan