User Terms and Condition

Last Updated: 19/March/2024

Dinebd app user’s terms & conditions

Welcome to Dinebd. This User Terms and Conditions Agreement (“Agreement”) constitutes a legally binding contract between you (“User”) and Dinebd Limited (“Dinebd”, “we”, “our”, or “us”), the owner and operator of the Dinebd mobile application (the “App”), governing your access to and use of the App and the services offered therein. By using the App, you agree to the terms of this Agreement. If you do not agree, you must immediately discontinue using the App. Please read this Agreement carefully.

Acceptance of Terms: By accessing or using the Dinebd App, you acknowledge that you have read, understood, and agreed to be bound by this Agreement, including all additional guidelines, policies, and terms that may be posted by Dinebd from time to time. This Agreement forms a legally binding contract between you and Dinebd, and you agree that your use of the App constitutes your acceptance of the terms herein.
Services provided: Dinebd offers a platform for users to:

Order food for delivery from participating restaurants.
Make reservations at restaurants.
Place orders for catering services.
Order takeaway from various restaurants.
Purchase homemade food from registered vendors.
Access restaurant menus, reviews, and other information.

Dinebd does not prepare or sell food directly; rather, it provides a platform to connect Users with independent vendors. Vendors are responsible for providing food and services, and any disputes related to orders must be directed to the respective vendor, subject to the provisions of this Agreement.

User accounts: To use certain features of the App, you must register an account. You agree to:

Provide accurate and up-to-date information during the registration process.
Maintain the confidentiality of your login credentials and be fully responsible for all activities occurring under your account.

Dinebd reserves the right to suspend or terminate any User’s account that violates the terms of this Agreement or engages in unauthorized activity.

Orders and payments: By placing an order through the App, you agree to pay for all selected items, including applicable taxes, fees, and delivery charges, which are processed through third-party payment gateways. You acknowledge that:

Prices displayed in the App may change based on availability, location, or other factors.
Any failure to complete payment may result in the cancellation of your order.

Cancellations and refunds: Cancellation and refund policies vary depending on the type of service and the restaurant. Please review the cancellation and refund policy provided by each restaurant before placing an order. Refunds, where applicable, will be processed in accordance with this Agreement and relevant vendor policies.
User conduct: You agree to use the App in compliance with all applicable laws and regulations. You shall not:

Engage in any illegal activity or violate any applicable law.
Infringe upon the intellectual property rights of others.
Post, upload, or transmit harmful or offensive content.
Attempt unauthorized access to the App or related systems.

Dinebd reserves the right to investigate and take appropriate legal action against any violations of this Agreement, including the suspension or termination of User accounts.

Intellectual property: The Dinebd App, including all content, logos, trademarks, graphics, and software, is the property of Dinebd and protected by intellectual property laws of Bangladesh. You agree not to copy, modify, distribute, or otherwise infringe upon Dinebd’s intellectual property rights.
Privacy policy: Your use of the App is also governed by our Privacy Policy, which outlines how we collect, use, and protect your personal information. By using the App, you consent to the practices described in the Privacy Policy.
Disclaimer of warranties: The App and services are provided “as is” and “as available.” Dinebd makes no warranties, expressed or implied, as to the availability, quality, or reliability of the App or services provided. All risks related to the use of the App remain with the User.
Limitation of liability: In no event shall Dinebd be liable for any indirect, incidental, punitive, or consequential damages arising out of your use or inability to use the App. Dinebd’s total liability to any User for any damages shall not exceed the total amount paid by the User for the specific service in question.
Modifications to terms: Dinebd reserves the right to amend or update this Agreement at any time, without prior notice. Any changes will be effective immediately upon posting. Continued use of the App following such changes constitutes your acceptance of the revised terms.
Termination: Dinebd may terminate or suspend your access to the App at its sole discretion, without notice, for any reason, including if you violate these Terms.
Governing law: This Agreement shall be governed by and construed in accordance with the laws of Bangladesh. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Bangladesh.
Refund policy: Welcome to Dinebd. We are committed to ensuring a fair and transparent refund process for our customers while respecting the commitments of our dining partners. Our refund policy is outlined below:

Table booking cancellations:

Full Refund Voucher: Customers are eligible for a full refund or voucher if:

The booking is cancelled more than 5 hours before the reserved time.
The booking request is rejected by the vendor.
The booking is cancelled before the vendor accepts it, and while the booking status is ‘Pending’.

No Refund: Customers will not receive a refund or voucher if the booking is cancelled less than 5 hours before the reserved time.

Food delivery, Takeaway, and Homemade Food orders:

Full refund vouchers: Customers are eligible for a full refund or voucher if:

The order is cancelled while in ‘Pending’ status.
The order is cancelled within 5 minutes of being accepted by the vendor, subject to an investigation by Dinebd’s support team.
The vendor cancels the order.

No refund: Customers will not receive a full refund or voucher if the order is cancelled more than 5 minutes after being accepted by the vendor.

Catering refund:

Customers are eligible for a full refund or voucher under the following conditions below; Dinebd full refund refers to the amount you paid online.

The order is cancelled at least 72 hours before the event date.
The refund voucher will cover the amount paid online through the Dinebd platform.
Any remaining payments made outside of the Dinebd platform are not the responsibility of Dinebd. Customers are advised to coordinate directly with the catering service provider for those payments.
For any catering bookings made less than 72 hours before the event date, no refund will be provided.

Please note: To be eligible for a catering refund in case of cancellation, customers are advised to book at least 72 hours in advance.

Catering refund process: The refund process applies once the customer has accepted the quotation price and made the initial booking fee payment online through Dinebd.

General Terms:

Refund timeline: Refunds will be processed within 7 to 10 business days from the date of approval. Please note that business days do not include weekends or public holidays. Once your refund has been issued, you will receive a confirmation.
Coupon/voucher validity: Refund vouchers are valid for a specified period, as indicated on the coupon/voucher. A minimum usage of 30% of the coupon/voucher value is required. The voucher is valid for one month from the order creation date.
Full refund: Dinebd full refund refers to the amount you paid online.
Investigation process: For complaints regarding orders, our investigation team will review each case. Refunds will be issued based on the team’s findings, considering factors such as food quality, incorrect orders, or missing items.
Decision finality: Decisions made by the investigation team regarding refunds are final.
Non-exchangeability: Refund coupons cannot be exchanged for cash, except in certain circumstances where the Dinebd team will investigate on a case-by-case basis. If the investigation is successful, the customer may be eligible for a cash conversion. Additionally, the voucher must be used within the Dinebd app.

Policy review and amendments: This refund policy may change at any time without notice. It is advised to review this policy regularly, as continued use of the Dinebd app indicates acceptance of any amendments.

Customer Order Cancellation Policy: at Dinebd, we strive to offer flexibility and convenience to our customers. Our Customer Order Cancellation Policy is designed to provide clear guidelines for cancelling orders across our various services, including food delivery, takeaway, homemade orders, table bookings, and catering services. The policy outlines the timeframes and conditions under which cancellations can be made and refund eligibility, ensuring transparency and smooth service for all our customers.

Food Delivery:

Customers can cancel their order while it is in the “pending” status.
Once the order has been accepted by the vendor, cancellation is allowed within the first 5 minutes.
After 5 minutes of the order being accepted by the vendor, customers cannot cancel the order directly. In such cases, they must contact the support team for further assistance.

Takeaway Order Cancellation Policy:

Customers can cancel their order while it is still in the “pending” status.
Once the order is accepted by the vendor, cancellation is allowed within the first 5 minutes.
After 5 minutes of the order being accepted, customers will need to contact the support team for assistance with any cancellations, as direct cancellations will no longer be possible.

Homemade Order Cancellation Policy:

Customers can cancel their order while it remains in the “pending” status.
Once the order is accepted by the vendor, cancellation is allowed within the first 5 minutes.
After 5 minutes of the order being accepted, customers must contact the support team for assistance, as direct cancellations will no longer be available.

Table Booking Cancellation Policy:

Customers can cancel or amend their booking up to 5 hours prior to the reservation time.
Cancellations made within 5 hours of the reservation time are allowed, but customers will not be eligible for a refund.

Catering Services Cancellation Policy:

Customers can cancel their order after receiving the quoted price from the vendor.
Cancellations are allowed up to 72 hours before the event date/time to receive online refund.

If the order is cancelled less than 72 hours of the event, customers will no longer be able to cancel the order through the app and must contact the support team for assistance. Please note that cancellations made within this period are not eligible for an online refund through Dinebd.

16. Timeout Policy for Dinebd App Services Overview: This policy outlines the timeout procedures for various services offered through the Dinebd app, including food delivery, takeaway, homemade services, table bookings, and catering services. The policy ensures timely responses from vendors and provides a clear refund or voucher process for customers. 1. Food Delivery

Timeout Duration: 1 hour
Procedure: If there is no response from the vendor within 1 hour of the order, the order will be automatically cancelled and recorded as a timeout.
Refund Policy: The customer will receive a refund or a voucher in accordance with the Dinebd refund policy.

2. Takeaway

Timeout Duration: 1 hour
Procedure: If there is no response from the vendor within 1 hour of the order, the order will be automatically cancelled and recorded as a timeout.
Refund Policy: The customer will receive a refund or a voucher in accordance with the Dinebd refund policy.

3. Homemade Takeaway

Timeout Duration: 1 hour
Procedure: If there is no response from the vendor within 1 hour of the order, the order will be automatically cancelled and recorded as a timeout.
Refund Policy: The customer will receive a refund or a voucher in accordance with the Dinebd refund policy.

4. Homemade Food Delivery

Timeout Duration: 1 hour
Procedure: If there is no response from the vendor within 1 hour of the order, the order will be automatically cancelled and recorded as a timeout.
Refund Policy: The customer will receive a refund or a voucher in accordance with the Dinebd refund policy.

5. Table Booking

Timeout Duration: 5 hours before the reservation time
Procedure: If there is no response from the vendor within this timeframe, the booking will be automatically cancelled.
Refund Policy: The customer will receive a full refund or a voucher as per the Dinebd refund policy.

6. Catering Services

Timeout Duration: 48 hours for quotation response
Procedure: Vendors must respond to catering quotation requests within 48 hours. If no response is received, the request will be automatically cancelled.
Refund Policy: No refund is applicable since no payment is required at this stage.
Quotation Acceptance: Once a vendor provides a quotation, the customer may accept or cancel. If the offer is cancelled, no refund is given as no payment has been made. If accepted, the customer will be instructed to make a partial payment to secure the booking.

General note on timeout refunds: The timeout refund amount refers to the amount the customer paid online when placing the order.

Dinebd Customer Support Centre Policy

Overview: This document outlines the requirements for the Support Centre during live orders and post-order completion on the Dinebd platform. It details key features, user support timelines, and communication channels.

Dinebd offers comprehensive customer and partner support through a three-way communication system:

Users can contact Dinebd for support related to food delivery, takeaway, table bookings, homemade food, catering services or other services within Dinebd platform.
Users may also contact restaurants directly for order-specific support.
Partners can reach out to Dinebd for assistance or any support needs.
Dinebd ensures prompt resolution of support issues and provides timely responses to both customers and partners.

User Support: Customers can access Dinebd support from the “Order Status” page or via the “My Account” section under the Support Centre. From there, customers can report issues or track previous support requests through the Dinebd Support Centre.

Dinebd’s Support Centre provides assistance for active orders related to table bookings, food delivery, takeaways, homemade food, or catering services. However, no support is available for cancelled, rejected, or timed-out bookings or orders.

Support is available from the moment an order or booking is generated until the order status is marked as complete.
Post-order support is also available depending on the type of service provided.

Food Delivery Customer Support Timeline

For food delivery orders, customers can access Dinebd support through the app via the “Order Status” page or the Support Centre in the “My Account” section.

Support is available through the app from the moment a food delivery order is placed until the order status is marked as complete.
Customers can also receive additional support for food delivery orders via the Dinebd app for up to 48 hours after the order has been completed or delivered.
For assistance beyond 48 hours after the order is completed or delivered, customers are advised to contact Dinebd directly.

Takeaway Order Customer Support Timeline

For takeaway orders, customers can access Dinebd support through the app via the “Order Status” page or the Support Centre in the “My Account” section.

Support is available through the app from the moment a takeaway order is placed until the order status is marked as complete.
Customers can also receive additional support for takeaway orders via the Dinebd app for up to 48 hours after the order has been completed.
For assistance beyond 48 hours after the order is completed, customers are advised to contact Dinebd directly.

Homemade Orders Customer Support Timeline

For homemade orders, customers can access Dinebd support through the app via the “Order Status” page or the Support Centre in the “My Account” section.

Support is available through the app from the moment a homemade order is placed until the order status is marked as complete.
Customers can also receive additional support for homemade orders via the Dinebd app for up to 48 hours after the order has been completed.
For assistance beyond 48 hours after the order is completed, customers are advised to contact Dinebd directly.

Table Booking Customer Support Timeline

For table bookings, customers can access Dinebd support through the app via the “Order Status” page or the Support Centre in the “My Account” section.

Support is available through the app from the moment a table booking is generated until the booking status is marked as complete.
Customers can also receive support for table bookings via the Dinebd app for up to 48 hours after the booking has been completed.
For assistance beyond 48 hours after the order is completed, customers are advised to contact Dinebd directly.

Catering Service Customer Support Timeline

For catering orders, customers can access Dinebd support through the app via the “Order Status” page or the Support Centre in the “My Account” section.

Support is available through the app from the time a catering order is placed until the order status is marked as complete.
Customers can also receive additional support for catering orders via the Dinebd app for up to 72 hours after the order is completed.
For support beyond 72 hours after the order is completed, customers are advised to contact Dinebd directly.

Food allergy policy: We take food allergies and dietary requirements very seriously. However, Dinebd does not guarantee that the food ordered through our app or website is free from allergens. It is the responsibility of the user to verify allergy information with the restaurant before placing an order. Dinebd shall not be liable for any allergic reactions or health issues resulting from the consumption of food ordered through our services. Please exercise caution and inform the restaurant directly of any dietary restrictions or allergies.
User privacy policy: Welcome to Dinebd! This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website, use our mobile application (“App”), or interact with any of our services. By accessing or using Dinebd, you agree to the terms and practices outlined in this Privacy Policy.

Information we collect: We may collect certain personally identifiable information (“Personal Data”) that you voluntarily provide to us, including but not limited to your name, email address, phone number, and any other information you choose to provide when you use our App or website. We may also collect non-personal information, such as browser type, device type, and other usage data, to enhance the user experience and improve our services.

How we use your information

We use the information we collect to:

Provide and improve our services, including processing reservations and bookings at restaurants.
Communicate with you, respond to your inquiries, and send you important updates.
Personalise your experience on our platform, showing you relevant content and offers.
Analyse usage patterns and trends to enhance our App and website’s performance and functionality.
Comply with legal obligations and protect against potential fraud or security threats.

Data security: Dinebd takes the security of your data seriously. We employ industry-standard security measures to protect your Personal Data from unauthorized access, disclosure, alteration, and destruction. However, please be aware that no method of data transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

Third-party services: Our App and website may contain links to third-party websites or services. Please note that this Privacy Policy does not apply to those third-party platforms. We encourage you to review the privacy policies of any third-party sites or services before providing any Personal Data.

Children’s privacy: Dinebd does not knowingly collect or solicit personal information from children under the age of 13. If you are under 13, please do not attempt to register or provide any personal information through our platform. If we learn that we have collected personal information from a child under 13, we will take steps to delete such information as soon as possible.

Changes to this privacy policy: We reserve the right to update or modify this Privacy Policy at any time. When we do, we will revise the “Last updated” date at the top of this page. Your continued use of Dinebd after any changes indicate your acceptance of the updated Privacy Policy.

Review Policy: At Dinebd, we value and encourage user reviews as they play a crucial role in helping others make informed decisions about dining experiences. To maintain the integrity and reliability of our platform, we have established the following review policy:

Authenticity and Honesty: We encourage users to provide honest and genuine reviews based on their personal dining experiences.
Respect and Fairness: Reviews should be respectful and fair in tone, avoiding any offensive or discriminatory language.
Relevance: Reviews should be directly related to the dining experience, food quality, service, or overall atmosphere of the restaurant.
No False Information: Users should not provide false or misleading information, including fictitious experiences or fraudulent claims.
Personal Experience: Users are encouraged to share their own experiences and not rely on second-hand information or hearsay.
Privacy and Confidentiality: Users should respect the privacy of others and not share personal information about restaurant staff or other customers in their reviews.
No Plagiarism: Reviews should be original and not copied from other sources or websites.
Feedback for Improvement: Constructive feedback in reviews can help restaurants improve their services.

Dinebd reserves the right to moderate and, if necessary, remove reviews that violate our review policy. We may contact users to verify the authenticity of their reviews or to address any issues related to the content provided.

Communications from us: If we have your contact details, we may from time to time send you important notice or marketing messages by email. Such notices may relate to matters including, but not limited to, service changes and changes to these Terms.

We will never send you marketing messages of any kind without your express consent. If you do give such consent, you may opt out at any time. Any and all marketing messages sent by us include an unsubscribe link. If you opt out of receiving emails from us at any time, it may take a few business days for us to comply with your request. During that time, you may continue to receive messages from us. Further information is set out in our Privacy Policy. For questions or complaints about communications from us please contact us at [email protected].

Legal Compliance: This agreement complies with Bangladesh’s Information and Communication Technology Act (ICT Act), Contract Act 1872, and other applicable consumer protection and e-commerce regulations. Users have legal recourse under Bangladesh law for breaches of contract or misuse of personal data.
Contact us: If you have any questions or concerns about these Terms or the Dinebd App, please contact our customer support team through the app or email us at [email protected] or [email protected].
Consent: By using the Dinebd App, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. Thank you for choosing Dinebd.