Template — not legal advice.This document was drafted to match Pick Up's actual features (marketplace structure, age-restricted products, scheduled orders, payments, refunds) so it's ready for a lawyer to review, not so it can be treated as final. Have a qualified lawyer licensed in Bangladesh review and adapt it — including consumer-protection, e-commerce, and tobacco-control requirements — before Pick Up launches to real customers.

Last updated: [insert date on launch] · Effective for users in Khagrachari Sadar, Bangladesh.

1. Acceptance of these terms

These Terms of Service ("Terms") govern your access to and use of the Pick Up website, mobile experience, and related services (together, the "Platform"), operated by Pick Up ("Pick Up," "we," "us," or "our"). By creating an account, browsing the Platform, or placing an order, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, do not use the Platform.

If you are using the Platform on behalf of a business (for example, as a Vendor or Advertiser), you confirm you have authority to bind that business to these Terms, and "you" refers to that business as well as you personally.

2. Definitions

• Customer — a person who browses or orders products or food through the Platform.
• Vendor — an independent grocery/essentials shop or restaurant that lists products or menu items for sale through the Platform.
• Rider — an independent delivery partner who accepts and fulfills deliveries through the Platform.
• Order — a purchase placed by a Customer, which may be split into one Order per Vendor when a cart contains items from multiple Vendors.
• Content — product listings, images, descriptions, reviews, and other material submitted to the Platform by Vendors, Riders, Customers, or Advertisers.

3. The Pick Up marketplace

Pick Up is a marketplace that connects Customers with independent Vendors and Riders. Except where we expressly say otherwise, Pick Up is not the seller of the products or food listed on the Platform, does not prepare or manufacture Vendor products, and is not a party to the contract of sale between a Customer and a Vendor. Vendors are solely responsible for the accuracy of their listings and the quality, safety, legality, and fitness of the products they sell. Riders are independent contractors responsible for safe and lawful conduct of deliveries.

Pick Up facilitates discovery, ordering, payment collection, and delivery logistics, and may set rules (including commission rates, service areas, and content standards) that Vendors and Riders must follow to use the Platform.

4. Eligibility and accounts

You must be at least 18 years old to create an account. You must provide accurate, current information when registering and keep it up to date, and you are responsible for all activity under your account and for keeping your password confidential. Notify us immediately of any unauthorized use of your account.

We may suspend or terminate an account that provides false information, violates these Terms, or is used for fraudulent, abusive, or unlawful activity.

5. Products, pricing, and availability

Prices are shown in Bangladeshi Taka (Tk) and are set by each Vendor, plus any delivery fee, applicable tax, and platform charges disclosed at checkout. Vendors are responsible for keeping stock levels, availability, and product descriptions accurate; Pick Up does not guarantee that a listed product is in stock or that photos exactly match what is delivered. We and Vendors may correct pricing or listing errors, including after an order is placed, and will notify you if this affects your order.

6. Placing and accepting an order

Placing an order is an offer to purchase, which the Vendor may accept or decline (for example, if an item is unexpectedly out of stock or the Vendor is temporarily too busy to fulfil it on time). A contract of sale forms only once the Vendor accepts the order. If a Vendor cannot accept your order, you will be notified and any payment already taken for that order will be refunded.

A restaurant may ask you to wait briefly for confirmation during high demand rather than declining the order outright; in that case your order remains pending until the restaurant confirms or is unable to proceed, and you will be shown an estimated wait.

7. Scheduled and weekly grocery orders

Some grocery items are fulfilled in batches rather than on demand and are clearly marked as such. Orders containing these items must be scheduled at least 24 hours in advance instead of our usual fast delivery, and the earliest available delivery slot will be enforced at checkout. Restaurant orders may separately offer a "schedule for later" option where supported by the restaurant.

8. Delivery

Estimated delivery times are best-effort estimates, not guarantees, and may vary due to weather, traffic, order volume, rider availability, or circumstances beyond our control. Delivery is available only within active delivery zones; addresses outside current coverage cannot be served, and you may request coverage be extended to your area through the Platform. You are responsible for providing an accurate delivery address and being reasonably available to receive the order.

9. Age-restricted products

Certain products (where legally permitted and enabled on the Platform) are restricted to customers who meet the applicable minimum age. For these products: you must confirm you meet the minimum age before ordering; delivery may be refused, and the item removed from your order, if our rider is unable to verify your age or a valid form of ID at the door; and we do not deliver age-restricted products within designated exclusion zones near schools, hospitals, and similar locations. Pick Up may refuse, cancel, or reverse such orders at its discretion to comply with the law, and reserves the right to report suspected underage purchase attempts as required by law.

10. Payments

You may pay by cash on delivery or through a supported digital payment method shown at checkout. By submitting payment details you confirm you are authorized to use that payment method. Digital payments are processed by third-party payment providers under their own terms; Pick Up does not store your full payment card or mobile-wallet credentials. All charges are due at the time of order unless cash on delivery is selected.

11. Coupons and promotions

Coupons, discounts, and promotional offers are subject to the specific terms shown at the time of the offer (for example, minimum order value, eligible items, or a redemption limit), may be withdrawn or modified at any time before use, and have no cash value. We may deny or reverse a discount obtained through error, abuse, or violation of these Terms.

12. Cancellations, refunds, and returns

You may cancel an order free of charge before the Vendor begins preparing it; once preparation has started, cancellation may not be possible or may be subject to a charge for work or ingredients already committed. If an item is missing, incorrect, damaged, or not as described, contact support within a reasonable time of delivery; refund or replacement requests are reviewed case by case and, where appropriate, are credited to your original payment method or Pick Up account.

13. Reviews and content you submit

You may only submit reviews for orders you actually placed, and reviews must be honest, non-defamatory, and free of unlawful, abusive, or misleading content. By submitting a review, photo, or other content to the Platform, you grant Pick Up a non-exclusive, royalty-free, worldwide licence to display, reproduce, and use it in connection with operating and promoting the Platform. We may remove content that violates these Terms or applicable law.

14. Vendor terms

Vendors sell on the Platform under a separate vendor agreement that governs onboarding approval, commission rates, payout schedules, product-listing standards, order-acceptance obligations, and grounds for suspension. Vendors are independently responsible for food-safety, licensing, tax, and consumer-law compliance for everything they sell.

15. Rider terms

Riders are independent contractors, not employees or agents of Pick Up, and are responsible for performing deliveries safely, lawfully, and in accordance with any rider agreement, including rules on accepting deliveries, handling age-restricted items, and customer conduct.

16. Advertising on the Platform

Businesses may purchase advertising placements (such as banners or sponsored listings) shown to Customers. Advertised content is provided by the advertiser, marked as "Sponsored" or "Advertisement," and Pick Up does not endorse advertised products or claims. Advertising is governed by a separate advertiser agreement covering approval, pricing, and content standards.

17. Prohibited conduct

You agree not to:

• use the Platform for any unlawful purpose or in violation of these Terms;
• attempt to circumvent age-verification, delivery-zone, or exclusion-zone controls;
• submit false, misleading, or fraudulent information, orders, reviews, or payment details;
• interfere with the security or normal operation of the Platform, including by scraping, reverse-engineering, or introducing malicious code;
• harass, threaten, or abuse Vendors, Riders, or Pick Up staff.

18. Intellectual property

The Pick Up name, logo, and Platform design are owned by Pick Up and may not be used without our written permission. Vendor and Advertiser content remains owned by the party that submitted it, subject to the licence granted to Pick Up to display and operate it on the Platform.

19. Disclaimers and limitation of liability

The Platform is provided "as is" and "as available." To the fullest extent permitted by law, Pick Up disclaims all warranties regarding the Platform and the products or services offered through it, and is not liable for indirect, incidental, or consequential loss arising from your use of the Platform, delays or failures in delivery, or the acts or omissions of independent Vendors or Riders. Nothing in these Terms limits liability that cannot be limited under applicable law, including for death, personal injury, or fraud.

20. Indemnification

You agree to indemnify and hold Pick Up harmless from claims, losses, and expenses (including reasonable legal fees) arising from your breach of these Terms, misuse of the Platform, or violation of applicable law.

21. Governing law and disputes

These Terms are governed by the laws of Bangladesh. Any dispute arising from these Terms or your use of the Platform will first be addressed through Pick Up customer support; if unresolved, disputes are subject to the exclusive jurisdiction of the courts of Bangladesh, without prejudice to any right you have under mandatory consumer-protection law.

22. Changes to these terms

We may update these Terms from time to time to reflect changes to the Platform or applicable law. We will post the updated Terms with a new "last updated" date, and material changes will be highlighted on the Platform. Continued use of Pick Up after changes take effect means you accept the updated Terms.

23. Contact us

Questions about these Terms can be sent through the Support page, or to the contact details listed in our footer.