Terms & Conditions

1. About these terms

The MukheDao website and app (the "Platform") are operated by MukheDao ("we", "us", "our"). "You" means anyone who uses the Platform, including customers placing orders. These Terms & Conditions should be read together with our Return & Refund Policy, Privacy Policy and Delivery Policy, which form part of them.

We may update these terms from time to time. The version shown here, with its "last updated" date, applies to every order placed after that date. If you do not agree with them, please do not use the Platform.

2. Our role

MukheDao is a marketplace that connects customers with independent restaurants ("Restaurants") and, for delivery orders, with delivery riders. When you order, you buy the food directly from the Restaurant. The Restaurant is responsible for preparing your food, its quality, hygiene, portion, packaging, ingredients and allergen information, and for complying with food safety laws. We are responsible for running the Platform, processing your order and payment, coordinating delivery and handling customer support.

Payments. Except for cash, you pay MukheDao, which collects the payment on behalf of the Restaurant and settles with the Restaurant afterwards. A payment made to MukheDao for an order counts as payment to the Restaurant, and refunds are made by MukheDao.

3. Using the Platform

• You must be at least 18 years old, or use the Platform with the permission and supervision of a parent or guardian.
• You order with your own mobile number. Give a correct name, number and delivery address, and keep your phone reachable until the order is complete. You are responsible for orders placed with your number and, if you set one, for keeping your password secret.
• Do not misuse the Platform: no fake or prank orders, no orders with someone else's number without their consent, no false payment details or Transaction IDs, no attempts to interfere with the Platform's security or operation, and no abusive behaviour toward restaurant staff, riders or our team.
• We may refuse, cancel or limit orders, or block a number or device, if we reasonably suspect fraud, misuse or a breach of these terms.

4. Menus, prices and availability

• Restaurants set their own menus, prices (which may differ between branches), opening hours, minimum order values, delivery areas and delivery fees. Prices are in Bangladeshi Taka (BDT) and include any VAT the Restaurant charges, unless stated otherwise.
• Photos are for illustration; the actual dish may look slightly different. Items can sell out. If an item becomes unavailable after you order, the Restaurant or our team will contact you to offer a replacement or remove it and refund the difference.
• We try to keep all information accurate. If a price is clearly wrong (for example, because of a typing error), we or the Restaurant may cancel the order and refund anything you paid.
• If you have a food allergy or dietary requirement, add a note to your order and call the branch before ordering. Unless a Restaurant clearly says so, we cannot guarantee that any dish is free of a particular allergen.

5. Placing and accepting an order

Your order is an offer to buy the items in your bag from the selected Restaurant branch. The order is confirmed when the Restaurant accepts it, and you will see its status change on My orders. A Restaurant may decline an order, for example when it is too busy, closing, or an item is not available; any amount you paid is then refunded in full.

Before you place an order you must tick the box confirming that you have read and accepted these Terms & Conditions, our Return & Refund Policy and our Privacy Policy. We record the date and time of that acceptance with your order.

6. Payment

• You can pay with cash on delivery or at pickup, bKash or Nagad Send Money and BanglaQR. The methods available depend on the Restaurant and on whether you choose pickup or delivery; some Restaurants ask for payment in advance.
• Transaction charges. Some payment methods carry a transaction charge, which is added to your order total: currently bKash 1.5%, BanglaQR 1%, SSLCommerz 2% and PayStation 2% of the order amount (items plus delivery fee, after any voucher), rounded up to the nearest Taka. The exact charge is shown in your order summary before you pay, and you can always choose a method without a charge where one is offered (for example, cash).
• Online payments (PayStation or SSLCommerz) are processed on the payment gateway's secure page. Your order is sent to the Restaurant once the payment is confirmed; unpaid online orders are cancelled automatically after one hour. We never receive or store your full card number, CVV, PIN or OTP.
• bKash, Nagad and BanglaQR payments are sent by you to the MukheDao account shown at checkout. You must pay the exact total shown and enter the correct Transaction ID. MukheDao confirms the payment, and the Restaurant prepares your order once it is confirmed. Orders with a Transaction ID that cannot be found, or that was already used, will not be processed.
• Cash is paid to the rider on delivery or at the counter on pickup. Please keep the exact amount ready where possible.
• Never share your PIN or OTP with anyone, including people claiming to be from MukheDao. We will never ask for them.

7. Vouchers and offers

Vouchers and promotions are subject to their own conditions (minimum order, validity dates, eligible restaurants, order type, number of uses). Only one voucher can be used per order. Vouchers have no cash value, cannot be exchanged or transferred, and may be withdrawn if they are misused. If an order that used a voucher is refunded, the refund covers only what you actually paid.

8. Pickup and delivery

Delivery and pickup are covered by our Delivery Policy. Delivery times are estimates and can be affected by traffic, weather and how busy the kitchen is. Please check your order when you receive it and tell us straight away if anything is wrong.

9. Cancellations, refunds and complaints

How to cancel an order, what you can get back and how quickly is explained in our Return & Refund Policy. You can contact our helpline about any problem with an order; we will work with the Restaurant to resolve it fairly.

10. Intellectual property

The MukheDao name, logo, design, software and content belong to us or our licensors. Restaurant names, logos, menus and photos belong to the Restaurants. You may use the Platform only for placing orders for personal, non-commercial use, and must not copy, scrape, resell or reverse-engineer it.

11. Liability

• We provide the Platform with reasonable care and skill, but we do not guarantee that it will always be available or free of errors.
• Restaurants are responsible for the food they prepare. To the extent permitted by law, we are not liable for any illness, allergic reaction or injury caused by food, except where it results from our own negligence.
• To the extent permitted by law, our total liability for any order is limited to the amount you paid for that order. We are not liable for indirect or consequential losses, or for delays or failures caused by events beyond our reasonable control (such as natural disasters, strikes, road closures, network or power outages).
• Nothing in these terms limits any rights you have as a consumer under the laws of Bangladesh, including the Consumer Rights Protection Act 2009 and the Digital Commerce Operation Guidelines 2021.

12. Governing law

These terms are governed by the laws of the People's Republic of Bangladesh. We will always try to settle any dispute with you amicably first; if that is not possible, the courts of Bangladesh will have jurisdiction.

13. Contact us