Terms of Service

Last updated: 23 July 2026  ·  Applies to customers, kitchen partners (vendors), and delivery riders

1. What MamaChef Is

MamaChef is a marketplace app that connects three kinds of users:

• Customers, who order home-cooked food
• Vendors, home kitchens and small food businesses who list menus and fulfill orders
• Riders, who deliver orders from vendors to customers

MamaChef facilitates these connections and related payments. We are not the food producer — vendors are independently responsible for the food they prepare and sell.

2. Eligibility and Accounts

• You must be at least 18 years old to use MamaChef in any role
• You're responsible for keeping your account credentials secure and for all activity under your account
• Information you provide (name, phone number, address, business details, KYC documents) must be accurate

3. Customer Terms

• Orders are placed for cash-on-delivery or paid from your in-app wallet balance
• Prices, delivery fees, and a small platform fee are shown before you confirm an order
• You can cancel a pending order before it's accepted; cancellations after preparation has started may not be eligible for a refund
• Paid-online orders that are cancelled or undeliverable are refunded to your in-app wallet after review
• Wallet credit (from refunds or rider-collected overpayment) can be used toward future orders and does not expire
• Please rate your order honestly — ratings help other customers and help vendors and riders improve

4. Vendor Terms

• You're responsible for food safety, hygiene, accurate menu descriptions and pricing, and timely order preparation
• Listing on MamaChef requires an active subscription plan (weekly or monthly); we may suspend listings for expired subscriptions or repeated policy violations
• You may reject an order with a reason if you're unable to fulfill it
• Payouts for orders delivered by platform riders follow MamaChef's payout schedule and are visible in your account statement
• If your own rider collects cash directly from a customer, the corresponding amount is adjusted against your payout balance

5. Rider Terms

• Independent ("outside") riders must complete identity verification (CNIC, driving license, police verification, proof of address) before accepting deliveries
• Riders collecting cash on delivery are responsible for that cash and must settle it with MamaChef according to the cash limit and settlement process shown in the app
• Repeatedly declining or ignoring delivery offers affects your acceptance rate and may reduce your cash-handling limit
• Riders must behave professionally and safely toward customers and vendors at all times
• Weekly earnings are calculated per completed delivery and paid out according to MamaChef's payout schedule

6. Payments and Wallet

• MamaChef does not store your bank or card details; wallet top-ups and payouts are handled through supported payment methods shown in the app
• Wallet balances reflect refunds, overpayment credits, or other adjustments made through the app
• All amounts shown in the app are in Pakistani Rupees (PKR) unless stated otherwise

7. Prohibited Conduct

You agree not to:

• Provide false information, including fake KYC documents or misrepresented menu items
• Use MamaChef for any unlawful purpose
• Harass, threaten, or behave abusively toward other users or MamaChef staff
• Attempt to circumvent MamaChef's payment or cash-settlement systems
• Interfere with the normal operation of the app or attempt unauthorized access to accounts or systems

8. Reviews and Ratings

Customers may rate vendors and riders after a completed order. Reviews must reflect genuine experiences. MamaChef may remove reviews that are abusive, fraudulent, or unrelated to the actual order.

9. Limitation of Liability

MamaChef provides the platform connecting customers, vendors, and riders, but is not responsible for the quality, safety, or legality of food prepared by vendors, or for the conduct of individual users, beyond our reasonable efforts to verify riders and moderate the platform. To the fullest extent permitted by law, MamaChef's liability for any claim relating to the app is limited to the amount paid for the relevant order.

10. Termination

You may stop using MamaChef and request account deletion at any time. We may suspend or terminate accounts that violate these Terms, with notice where reasonably possible.

11. Changes to These Terms

We may update these Terms from time to time. Continued use of MamaChef after changes take effect means you accept the updated Terms. Material changes will be communicated through the app.

12. Governing Law

These Terms are governed by the laws of Pakistan. Any disputes will be subject to the jurisdiction of the courts in Karachi, Pakistan.