FoodLyft Terms & Conditions (Customers)

Effective date: 12 October 2026 Last updated: 12 October 2026

These Terms & Conditions ("Terms") are a legally binding agreement between you and FoodLyft ("FoodLyft", "we", "us", "our").

They govern your use of the FoodLyft customer app, the website www.foodlyft.app and related services (the "Platform"). Vendors and riders are also bound by the Partner Terms and the Rider Terms.

Please read these Terms carefully. By creating an account, tapping "Continue", or placing an order, you agree to these Terms, our Privacy Policy and our Refund & Cancellation Policy. These Terms are an electronic agreement under the Electronic Transactions Ordinance, 2002. If you do not agree, do not use the Platform.

Important points (full details below):

FoodLyft is not the seller. Restaurants and marts sell food directly to you, prepare it, receive your payment and arrange delivery through their own riders (section 3).
You pay the Vendor directly, in cash or by transfer to the Vendor's own account. FoodLyft does not receive or hold your money (section 8).
You cannot cancel an order once it has been sent to the Vendor (section 7).
Refunds are made by the Vendor, under our Refund Policy (section 11).
Disputes go to arbitration first, and our liability is limited, as far as the law allows (sections 17 and 21).

1. Definitions

"Vendor": an independent restaurant, mart or other business that lists products on the Platform.
"Rider": a person engaged by a Vendor to deliver orders.
"Order": a request you submit through the Platform to buy products from a Vendor.
"Order Total": the amount shown at checkout, including the price of items, tax, delivery fee, service fee and any tip, less any discount.
"Account Standing Rules": the rules in section 10 that limit or restrict accounts based on conduct.

2. Eligibility and accounts

2.1 You must be at least 18 years old and legally able to enter into a binding contract under the Contract Act, 1872. If you are under 18 you may not create an account or place orders.

2.2 You must give accurate, current and complete information, including a working mobile number and email address, and keep it up to date.

2.3 You may hold only one account. Accounts are personal and may not be sold, transferred or shared.

2.4 You are responsible for everything done through your account and for keeping your password and devices secure. Tell us immediately at support@foodlyft.app if you suspect unauthorised use.

2.5 If you sign in with Google or Apple, your use of that service is also governed by that provider's terms.

3. What FoodLyft does and does not do

3.1 FoodLyft provides a technology platform that lets you find Vendors, place Orders and track them. FoodLyft acts only as an intermediary.

3.2 The contract of sale for every Order is between you and the Vendor. The Vendor, not FoodLyft, is the seller and is solely responsible for:

the preparation, quality, safety, hygiene, packaging, labelling, quantity and legality of the products;
the accuracy of menus, descriptions, photos, prices, ingredients, allergens, dietary and halal claims;
compliance with food safety laws (such as the Punjab Food Authority Act, 2011, the Sindh Food Authority Act, 2016 and equivalent laws), tax laws and licensing;
issuing any invoice or tax receipt;
engaging, training, paying and supervising its Riders and arranging delivery; and
making refunds where they are due.

3.3 FoodLyft does not prepare, cook, handle, store, package, sell or deliver food, and does not employ or engage Riders. We do not inspect Vendors' premises or verify the information Vendors provide, although we may review listings and remove content or Vendors in line with our policies.

3.4 Photos are for illustration. Actual products may vary.

3.5 Allergies and dietary needs. If you have an allergy, intolerance or dietary or religious requirement, contact the Vendor before ordering and do not rely only on the information shown on the Platform. Products may contain or come into contact with allergens. FoodLyft is not responsible for allergic reactions or for dietary or halal claims made by Vendors.

4. Availability and service areas

4.1 Vendors decide their own opening hours, delivery areas, minimum order values and whether they accept Orders. Availability depends on your delivery address.

4.2 We do not guarantee that the Platform, any Vendor or any product will be available at any time, or that the Platform will be uninterrupted or error-free. We may change, suspend or discontinue any part of the Platform at any time.

5. Prices, fees and taxes

5.1 Prices, delivery fees, service fees, minimum order values and taxes are set by the Vendor and calculated by the Platform when you place your Order. The Order Total shown at checkout is the amount you must pay. Nothing is added after the Order is placed.

5.2 Delivery fee: set by the Vendor and may be waived above a certain order value. Service fee: set by the Vendor; its purpose is shown at checkout. Tax: applied at the rate set by the Vendor. The Vendor is responsible for charging, collecting and paying the correct tax.

5.3 Tips are optional. A tip is paid to the Vendor together with the Order Total, and the Vendor is responsible for passing it on to the Rider. FoodLyft does not receive tips.

5.4 If a price displayed on the Platform is obviously wrong (for example due to a technical or typing error), the Vendor may reject the Order. If you have already paid, the Vendor must refund you in full.

6. Promo codes and offers

6.1 Promo codes are issued by FoodLyft or by a Vendor, and are subject to their own conditions (such as minimum spend, validity period, usage limits and maximum discount). One code may be used per Vendor per Order.

6.2 Promo codes have no cash value, cannot be exchanged or transferred, and may be withdrawn or changed at any time before they are applied to an Order. We may cancel discounts obtained through fraud, misuse or error.

6.3 Any "points" shown in your profile have no cash value and confer no rights unless and until we publish rules for earning and redeeming them.

7. Placing and cancelling Orders

7.1 After you tap to place an Order, there is a short hold period (currently about 8 seconds) during which you can stop and change the Order. Once the hold ends, your Order is sent to the Vendor and is an offer to buy from the Vendor.

7.2 The Vendor may accept or reject your Order. A contract with the Vendor is formed when the Vendor accepts the Order. If the Vendor does not respond within the time the Platform allows (currently 2 minutes), the Order is accepted automatically on the Vendor's behalf. A Vendor may still be unable to fulfil an automatically accepted Order, in which case the Order will be cancelled.

7.3 You cannot cancel an Order through the app once it has been sent to the Vendor. If you need help, contact support immediately. Support may cancel an Order at your request only while the Vendor has not yet accepted it.

7.4 An Order may be cancelled by the Vendor, by FoodLyft support or automatically by the Platform, for example if: an item is unavailable; the Vendor is closed, too busy or cannot deliver to you; the Order is not prepared or collected in time; payment is not received or confirmed in time (currently 15 minutes where payment is required before cooking); or we suspect fraud or a breach of these Terms. Refunds for cancelled Orders are handled under the Refund Policy.

7.5 Estimated preparation and delivery times are estimates only and are not guaranteed. Delays may occur because of traffic, weather, demand, the Vendor or events outside anyone's control.

7.6 Scheduled Orders may be placed for delivery windows shown in the app. The Vendor may still reject or cancel a scheduled Order.

8. Payment

8.1 You pay the Vendor directly, using a method the Vendor offers:

Cash on delivery: you pay the Rider the exact Order Total when your order arrives. The Rider collects it on the Vendor's behalf.
Bank transfer, Raast, JazzCash or Easypaisa: you transfer the Order Total to the Vendor's own account shown in the app, and may enter your transaction reference. The Vendor (or its Rider) confirms receipt.
Card: only if and when shown as available; processed by our payment partner.

8.2 FoodLyft does not receive, hold, transfer or control your payment for cash and transfer orders, and is not a bank, payment service provider or escrow agent.

8.3 You are responsible for transferring the correct amount to the correct account shown in the app for that Order. FoodLyft is not responsible for money sent to a wrong account, for amounts sent outside the Platform's instructions, or for delays or failures of banks, wallets or payment networks.

8.4 Never pay a Vendor or Rider through a channel or account not shown in the app, and never share your bank PIN, OTP or password with anyone. FoodLyft staff will never ask for them.

8.5 Your Order will not be prepared until required payment is confirmed. If payment is not confirmed in time, the Order may be cancelled.

9. Delivery

9.1 You must provide an accurate delivery address and map pin, keep your phone reachable, and be available to receive the Order.

9.2 Delivery code. The app may show you a delivery code. Give it to the Rider only after you have received your Order. Giving the code confirms that you have received it.

9.3 No-show. If the Rider arrives at your address and cannot reach you, the Rider may mark the Order as a missed delivery after waiting (currently 10 minutes). You will not receive a refund for a missed delivery, and it will count against your account.

9.4 Refusing payment. Refusing to pay for a cash-on-delivery Order that arrives as ordered counts against your account and may lead to restrictions.

9.5 Risk in the products passes to you when the Order is handed to you or to a person at your address.

10. Account Standing Rules

To protect Vendors, Riders and other customers, the Platform applies the following rules, and may update them by notice in the app:

New accounts have a limit on the total value of open cash orders (currently Rs 3,000) until 3 Orders have been delivered.
Missed deliveries and refused cash orders count against your account. After repeated cases (currently 2), cash on delivery may be switched off and you may have to pay before the Vendor cooks.
False complaints count against your account. After repeated false complaints (currently 3), ordering may be paused.
Payment not received for transfer orders may lead to restrictions on transfer payments.
We may suspend or close accounts for fraud, abuse, threats, harassment or serious breaches of these Terms.

You can view your standing in the app. You may appeal any strike once, within 7 days. A member of our staff will review your appeal, normally within 7 days. Our decision on the appeal is final for the purposes of the Platform, but this does not limit your rights under section 21.

11. Complaints and refunds

11.1 If something is wrong with your Order, report it in the app within 24 hours of the Order ending, with photos where requested. Details are in our Refund & Cancellation Policy, which forms part of these Terms.

11.2 Refunds for Orders paid to the Vendor are made by the Vendor. FoodLyft will help resolve complaints, may take action against Vendors who do not refund on time, and will give you the information reasonably necessary to pursue the Vendor. FoodLyft is not liable to pay refunds that are owed by a Vendor, except where FoodLyft itself received the payment.

12. Reviews and content you submit

12.1 You may post ratings and reviews of Orders you have received. Reviews must be honest, based on your own experience, and must not contain abusive, obscene, discriminatory, defamatory, false or misleading content, personal data of others, or advertising.

12.2 Reviews are checked (including by automated tools) and may be refused, edited for length or format, or removed at our discretion.

12.3 You keep ownership of content you submit, but you grant FoodLyft a non-exclusive, worldwide, royalty-free, perpetual licence to use, copy, display, adapt and distribute it in connection with the Platform and its promotion. You confirm you have the right to grant this licence.

12.4 Posting a defamatory review may expose you to liability under the Defamation Ordinance, 2002 and the Prevention of Electronic Crimes Act, 2016. You are solely responsible for your content.

13. Prohibited conduct

You must not:

place Orders you do not intend to receive or pay for, or use false details;
make false complaints, upload altered or unrelated photos, or claim an Order was not received when it was;
harass, threaten, abuse or discriminate against Vendors, Riders or our staff;
arrange to buy from a Vendor or pay a Rider outside the Platform for an Order placed on it;
misuse promo codes or create multiple accounts;
copy, scrape, reverse engineer, disrupt or attempt unauthorised access to the Platform, or use bots or automated means;
use the Platform for any unlawful purpose, including any offence under the Prevention of Electronic Crimes Act, 2016; or
order any product for a purpose that is illegal.

14. Intellectual property

The Platform, the FoodLyft name and logo, and all software, designs and content (other than Vendor and user content) belong to FoodLyft or its licensors. We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use the apps for their intended purpose. All other rights are reserved.

15. Third-party services

The Platform relies on third-party services (such as Google Maps, Google and Apple sign-in, banks, wallets and app stores). Your use of them is subject to their own terms. We are not responsible for their availability, accuracy or conduct.

16. Disclaimers

16.1 The Platform is provided "as is" and "as available". To the fullest extent permitted by law, FoodLyft gives no warranty, express or implied, about the Platform, any Vendor, any Rider or any product, including warranties of merchantability, fitness for a particular purpose, quality, safety or non-infringement.

16.2 FoodLyft is not responsible for the acts or omissions of Vendors or Riders, including food quality, food safety, illness, allergic reactions, delivery delays, Rider conduct, road accidents or property damage, except to the extent caused by FoodLyft's own negligence or breach of these Terms.

17. Limitation of liability

17.1 Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under the laws of Pakistan, including liability for fraud, or for death or personal injury caused by FoodLyft's own negligence, or your rights as a consumer under applicable consumer protection law.

17.2 Subject to section 17.1, FoodLyft is not liable for any indirect, incidental, special, consequential or punitive loss, or for loss of profit, revenue, data, goodwill or opportunity, however caused.

17.3 Subject to section 17.1, FoodLyft's total liability to you for all claims arising from or in connection with an Order is limited to the Order Total of that Order, and for all other claims in any 12-month period to Rs 5,000.

18. Indemnity

You agree to indemnify FoodLyft, its directors, employees and agents against any loss, claim, liability, penalty or reasonable legal cost arising from your breach of these Terms, your misuse of the Platform, your content, or your violation of any law or the rights of any third party.

19. Suspension and termination

19.1 You may stop using the Platform and delete your account at any time (see the Privacy Policy).

19.2 We may suspend, restrict or close your account, or refuse an Order, if we reasonably believe you have breached these Terms or the law, created risk for others, or engaged in fraud or abuse, or if required by law. Where reasonable, we will tell you why.

19.3 Sections that by their nature should survive termination (including 3, 8, 11, 12.3, 16, 17, 18, 21 and 22) will survive.

20. Force majeure

FoodLyft is not liable for any failure or delay caused by events beyond its reasonable control, including natural disasters, floods, extreme weather, epidemics, strikes, riots, civil unrest, war, terrorism, government orders, curfews, internet or mobile network shutdowns, power failures, or failures of third-party service providers.

21. Governing law and disputes

21.1 These Terms are governed by the laws of the Islamic Republic of Pakistan.

21.2 Talk to us first. Before starting any formal proceedings, you agree to contact us at support@foodlyft.app with details of your complaint and give us 30 days to try to resolve it amicably.

21.3 Arbitration. Any dispute between you and FoodLyft arising out of or in connection with these Terms or the Platform that is not resolved under section 21.2 shall be referred to and finally resolved by a sole arbitrator under the Arbitration Act, 1940. The arbitrator will be appointed by agreement or, failing agreement within 15 days, by the competent court. The seat of arbitration will be Lahore, the language English, and each party bears its own costs unless the arbitrator decides otherwise.

21.4 Individual claims. To the extent permitted by law, disputes will be resolved on an individual basis and not as part of a representative or class action.

21.5 Courts. Subject to sections 21.3 and 21.6, the courts at Lahore have exclusive jurisdiction. Either party may apply to a court for urgent interim relief.

21.6 Your statutory rights. Nothing in this section prevents you from exercising any non-waivable right to file a complaint before a consumer court or authority having jurisdiction under applicable consumer protection law, or limits any right that cannot be limited by contract.

22. General

22.1 Changes. We may update these Terms. We will post the updated version with a new date and, for material changes, notify you in the app or by email at least 7 days before they take effect (unless a change is required sooner by law or for security). Continued use after that date means you accept the updated Terms. Changes do not apply to Orders already placed.

22.2 Entire agreement. These Terms, together with the Privacy Policy and Refund Policy, are the entire agreement between you and FoodLyft about the Platform.

22.3 Severability. If any provision is found invalid or unenforceable, it will be limited to the minimum extent necessary and the rest will remain in force.

22.4 No waiver. A failure or delay in enforcing any right is not a waiver of it.

22.5 Assignment. You may not transfer your rights under these Terms. We may transfer ours to an affiliate or successor.

22.6 Notices. We may send notices to you in the app, by push notification, or to the email address on your account. You may send notices to us at the address below.

22.7 Language. These Terms are written in English. Any translation is for convenience only; the English version prevails.

23. Contact

FoodLyft, Pakistan Email: support@foodlyft.app Phone: +92 321 7098094