Merchant Partner Terms and Conditions

1. Listing & Onboarding

Merchants must provide accurate business details, authorized contact information, menu/product information, valid pricing, operating hours, and any local licenses or approvals required for their activities.

takeaway.lk may reject or suspend a listing where provided information is incomplete, misleading, unsafe, or appears unlawful.

2. Free Basic Listing

Basic merchant and menu listing on takeaway.lk is intended to be free of upfront software charges for approved businesses.

Free listing does not automatically include paid advertising, guaranteed ranking, featured placement, social media campaigns, or guaranteed order volumes. Any paid promotional service must be separately described and agreed upon in writing.

3. Menu Accuracy & Availability

Merchants are responsible for keeping item names, descriptions, prices, availability, and relevant product information accurate at all times.

• Merchants must promptly notify takeaway.lk of price updates, unavailable dishes, temporary kitchen closures, or changes to opening hours.
• If an accepted order cannot be fulfilled due to ingredient stockout, the merchant must notify takeaway.lk immediately through the system so central dispatch can inform the customer and arrange an appropriate alternative or cancellation.

4. Product Quality, Hygiene & Legal Compliance

Merchants remain solely responsible for product quality, lawful sale, food hygiene where applicable, ingredient and allergen information provided, accurate descriptions, suitable packaging, and required local permits or approvals. Home-based food businesses must meet applicable food-safety and public health requirements in Sri Lanka. Listing on takeaway.lk is not a certification or guarantee by the platform.

5. Order Acceptance & Preparation

Merchants must accept or decline orders promptly through the merchant portal, confirm the order total and preparation estimate, and prepare accepted orders within the agreed timeframe. Delays, substitutions, or unavailable items must be communicated through the system. A merchant must not mark an order “Ready for Pickup” until it is reasonably prepared and packaged for collection.

6. Platform-Only Orders & Non-Circumvention

Merchants must observe strict boundaries regarding takeaway.lk platform orders:

• Merchants may receive delivery orders for takeaway.lk riders only through the takeaway.lk platform.
• Merchants must not request takeaway.lk riders for orders received by phone, WhatsApp, social media, walk-in, or any external channel, and must not submit delivery requests on behalf of customers.
• Merchants must not contact platform customers directly about a platform order. Questions, substitutions, delays, and complaints are handled strictly through the platform or takeaway.lk support.
• Merchants must not ask customers or riders for customer phone numbers or residential addresses.
• Merchants must not encourage platform customers to place future orders outside the platform to avoid platform fees.

7. Packaging & Handover Standards

Merchants must package products appropriately for motorcycle transport, including suitable protection for hot, cold, liquid, fragile, chilled, perishable, or custom items. At handover, the merchant and rider verify the order reference and visible package count. Any discrepancy must be resolved with takeaway.lk dispatch before the order is marked picked up.

8. Fees & Settlement

Delivery fees, any agreed marketplace commission, promotional charges, settlement timing, and permitted deductions must be agreed upon in writing before onboarding completes. Merchants must review settlement statements and report discrepancies within the agreed reconciliation window stated in their partner agreement.

9. Advertising & Promotions

Optional promotional services may be offered free as a launch benefit or charged under a separate package. Campaign scope, price, duration, platform placement, social media deliverables, and approval processes must be agreed upon in advance. Merchants must ensure all advertising claims, discounts, food photos, and offers are truthful and lawful.

10. Customer Information & Confidentiality

The platform displays to merchants only the information required to prepare an order, such as order reference, item list, preparation notes, and status. Merchants must not sell, disclose without authorization, record for later solicitation, or use any customer information received through takeaway.lk for direct contact or off-platform marketing.

11. Complaints, Refunds & Product Issues

Merchants must cooperate reasonably with takeaway.lk's investigations into missing, incorrect, damaged, unsafe, or poor-quality products. Responsibility for a refund or remedy is assessed fairly according to verified facts, applicable policy, and Sri Lankan law.

12. Suspension & Termination

takeaway.lk may suspend or remove a merchant listing for repeated cancellations, unsafe or unlawful products, misleading menu details, unresolved settlement disputes, misuse of customer information, attempts to contact customers directly, or requests for off-platform deliveries. Where appropriate, the merchant receives notice and an opportunity to resolve the issue, while immediate action may be taken where required for safety or compliance.

13. No Guaranteed Sales or Exclusivity

Listing on takeaway.lk does not guarantee order volume, income, search ranking placement, or exclusivity. Merchants remain free to operate their own restaurant and serve walk-in or direct dining customers independently, while takeaway.lk riders operate strictly for platform-originated orders.