Customer Terms and Conditions

1. Platform-Only Ordering & Order Acceptance

Orders for takeaway.lk delivery can be placed only through the official takeaway.lk app or website.

• takeaway.lk delivery riders do not accept orders or payments arranged directly with a merchant or rider outside the platform.
• Orders are subject to merchant availability, merchant acceptance, accurate order information, rider availability, and delivery coverage in your service area.
• Submitting an order does not automatically confirm acceptance. An order is confirmed when the participating merchant accepts it and takeaway.lk communicates confirmation through the platform.

2. Menu Information & Product Responsibility

Menus and prices are supplied or confirmed by participating merchants. takeaway.lk takes reasonable steps to display information accurately but cannot guarantee every listing is error-free or updated instantaneously. Contact takeaway.lk support if an item, price, or description appears incorrect.

• Merchant Responsibility: The preparing merchant is solely responsible for preparing the ordered product, its quality, lawful sale, ingredient and allergen disclosures, and appropriate packaging.
• Allergies & Dietary Needs: Customers with allergies or specific dietary needs should check listing information and, if unsure, ask takeaway.lk support to confirm with the merchant before ordering. takeaway.lk relays such questions but is not a substitute for the merchant's own confirmation.

3. Prices, Delivery Fees & Transparency

The food subtotal, distance-based delivery fee, platform fee (if applicable), and any other charge will be displayed clearly before you confirm your order.

• Food Subtotal: Exact menu prices as supplied by the partner merchant.
• Delivery Fee: Reflects route distance, rider time, fuel, and delivery zone.
• No Hidden Charges: Any fee changes are communicated prior to confirmation. No undisclosed charges are added after order acceptance except where the customer expressly agrees to a lawful adjustment.

4. Payment Rules

Customers must pay using the payment method made available and selected for the order on the platform:

• Cash on Delivery (COD): Cash payments must follow the instructions displayed on the platform and be handed to the assigned takeaway.lk rider upon delivery against your unique order reference.
• Digital / Bank Transfers: Must follow the platform's recorded instructions. Payment screenshots alone do not constitute sufficient proof of payment; transfers must be verified through the receiving account or approved system.
• No Off-Platform Payments: Customers must not pay a merchant or rider outside the platform's recorded payment process. Any payment dispute should be reported promptly with the order reference and supporting details.

5. Delivery Times & Delivery Locations

Delivery times shown on the platform are estimates and may be affected by preparation delays, traffic, weather, road conditions, and operational circumstances across Sri Lanka.

• Customers must provide an accurate delivery address, reachable phone number, and clear delivery directions.
• Additional distance or changing the delivery destination after order acceptance may require a revised delivery fee, which must be agreed upon before proceeding.

6. Cancellations

Cancellation eligibility depends on the stage of order fulfillment and preparation work already undertaken:

• Any cancellation charge or restriction is communicated clearly in advance and complies with applicable Sri Lankan law.
• If a participating merchant cannot fulfill an accepted order, takeaway.lk informs the customer through the platform and offers an available alternative or a full refund under our cancellation policy.

7. Failed Delivery

If a customer cannot be reached at the provided number or the address is incorrect, the rider contacts central dispatch and follows our approved waiting and escalation procedure. Any return, redelivery, or additional charge is handled under our published policy and applicable law. Riders must never abandon or dispose of an order without authorization.

8. Complaints, Missing Items & Refunds

Customers should report missing, incorrect, damaged, or materially unsuitable items promptly to takeaway.lk support along with the order reference and relevant photos or details.

• takeaway.lk records the complaint, coordinates with the merchant or rider as needed, and assesses the appropriate remedy under published policy and law.
• Customers do not need to contact or resolve complaints with the merchant directly; refund eligibility and timing are communicated clearly by takeaway.lk.

9. Custom & Perishable Products

Cakes, desserts, flowers, personalized goods, and other perishable or custom products may have special advance ordering, handling, or cancellation requirements. All such special requirements are disclosed before you confirm your order.

10. Customer Conduct

Customers must treat merchants, delivery riders, and support personnel respectfully. Threatening, abusive, discriminatory, or unsafe behavior may result in reasonable service restrictions or account suspension, subject to applicable law.

11. Customer Data Privacy

Customer information is used for order fulfillment, delivery, support, payment processing, and legitimate legal or operational obligations in accordance with our Customer Privacy Policy and Sri Lankan data protection laws. Your phone number and full address are shared only with the assigned rider and dispatch as required for delivery and are never provided to merchants. Customers must not enter another person's personal details without an appropriate basis or permission.

12. Promotions & Advertising

Promotional offers are subject to the terms displayed with each campaign, including validity dates, eligibility criteria, and item availability. A merchant's paid promotion or featured placement does not constitute a guarantee of product quality, stock availability, or delivery time.

13. Consumer Rights

Nothing in these Terms and Conditions is intended to remove or limit statutory consumer rights that cannot legally be excluded under Sri Lankan law.