Terms & Conditions

Bestu is a digital platform operated by Bestu Commerce Pvt. Ltd. that provides local commerce, ordering, delivery, food, discovery, and related services in supported locations in Nepal.

Depending on availability in your location, the Service may allow you to:

• Browse and order groceries, household essentials, and other products;

• Order prepared food from Bestu Cloud Kitchen and participating food businesses;

• Discover restaurants, cafés, food spots, dishes, and local places through Explore;

• Place scheduled event pre-orders;

• Subscribe to recurring deliveries;

• Use promotions, coupons, Bestu Points, vouchers, and other benefits;

• Access other products and services introduced by Bestu from time to time.

Some products and services available through Bestu may be supplied by independent merchants, restaurants, stores, suppliers, or other third parties.

Where applicable, Bestu may provide the technology platform, ordering system, payment coordination, customer support, and/or delivery service.

The relevant merchant or supplier remains responsible for the goods or food it prepares or supplies, except where applicable law provides otherwise.

Explore listings, rankings, and recommendations are intended for discovery and informational purposes. They do not necessarily mean that Bestu owns, operates, endorses, or delivers from the listed business or location.

You acknowledge that:

• Bestu is not a bank, wallet issuer, or financial institution;

• Bestu does not manufacture most third-party packaged products displayed on the Service;

• Product photographs, descriptions, prices, packaging, and availability may change;

• Actual products or merchant premises may differ from information displayed in the app;

• Estimated delivery times are estimates and not guaranteed appointment times;

• Features and services may differ by city, delivery area, device, account type, and operational capacity.

We make reasonable efforts to provide accurate information, but errors, changes, and temporary inaccuracies may occur.

Bestu provides services only in locations and delivery zones supported by the Service.

The availability of products, merchants, food, subscriptions, pre-orders, promotions, and other features may vary by city or delivery area.

Catalogues, prices, offers, search results, order history, subscriptions, pre-orders, and other information may be city-specific.

An order placed for one service area belongs to that service area. Changing the city or location in the app does not necessarily transfer, merge, or display orders, catalogues, offers, or services from another location.

Bestu may add, suspend, modify, or withdraw services in any city, neighbourhood, or delivery zone.

If your delivery address is outside our supported service area, we may decline or cancel the order.

You must be at least 16 years old to create an account or use Bestu.

If you are below the age of majority under applicable Nepalese law, you may use the Service only with the involvement and permission of a parent or legal guardian who accepts responsibility for your use of the Service and applicable payments.

By using Bestu, you confirm that:

• The information you provide is accurate and current;

• You are legally permitted to use the Service;

• You will use Bestu for lawful purposes;

• You will not misuse the Service, our promotions, payment systems, or delivery operations.

We may refuse, restrict, suspend, or close an account where we reasonably believe these requirements are not met.

Certain features require you to create and maintain a registered Bestu account.

These features may include:

• Placing orders;

• Saving delivery addresses;

• Viewing order history;

• Managing subscriptions;

• Using loyalty benefits;

• Receiving certain customer support services.

Registration may require information such as:

• Your name;

• Mobile phone number;

• Preferred city or location;

• SMS verification codes or one-time passwords ("OTPs");

• A PIN or other login credential.

You are responsible for maintaining the security of your account.

You agree to:

• Keep your PIN, OTPs, and login credentials confidential;

• Not share OTPs or security credentials with unauthorised persons;

• Keep reasonable control over devices used to access your account;

• Notify Bestu promptly if you believe your account has been accessed without authorisation;

• Provide accurate and current contact and delivery information.

Bestu may require additional verification when accessing an account from a new or untrusted device.

We may limit, suspend, or restrict an account where there is reasonable evidence of:

• Fraud;

• Security risks;

• OTP or PIN misuse;

• Repeated payment abuse;

• Abuse of cash-on-delivery services;

• Violation of these Terms.

You may request account deletion through in-app support or the contact methods described in our Privacy Policy.

Closing an account does not cancel outstanding payment obligations or records that Bestu is legally required to retain.

Some features may be available without creating an account.

Guest users may be able to browse products, merchants, food, or other information and maintain a local cart.

However, certain features, including placing orders, saving information to our systems, using loyalty benefits, and accessing certain support services, may require a registered account.

Bestu may display:

• Groceries;

• Beverages;

• Household products;

• Prepared meals;

• Food combinations;

• Promotional products;

• Other goods and services.

Product information may include names, descriptions, photographs, prices, quantities, ingredients, dietary information, availability, and similar details.

We make reasonable efforts to provide accurate information. However, product packaging, weight, ingredients, availability, or appearance may change.

Adding an item to your cart does not guarantee that the item remains available until your order is accepted.

Certain products, including fresh food, meat, vegetables, dairy products, and prepared meals, are perishable and may be subject to specific cancellation, return, or refund conditions.

Where food is prepared by Bestu Cloud Kitchen, Bestu is responsible for that preparation to the extent required by applicable law.

The Explore feature may allow users to discover:

• Restaurants;

• Cafés;

• Food spots;

• Local foods;

• Popular dishes;

• Local places;

• Recommendations and rankings.

Explore information may include business names, descriptions, photographs, locations, operating hours, menus, prices, and other details.

We do not guarantee that all Explore information is complete, current, or accurate.

An Explore listing, ranking, or recommendation:

• Does not mean Bestu owns or operates the business;

• Does not guarantee that you can order from that business through Bestu;

• Does not guarantee food quality, hygiene, availability, or wait times;

• Does not automatically create a contract between you and that business.

When you place an order through Bestu, you submit a request to purchase the selected items for delivery to the supported location selected during checkout.

Your order is not automatically accepted merely because you submit it.

Bestu may decline, cancel, or modify an order where reasonably necessary, including where:

• An item is unavailable;

• A merchant or kitchen cannot fulfil the order;

• The delivery address is outside the service area;

• There is an obvious pricing or listing error;

• We reasonably suspect fraud or misuse;

• Operational limits apply;

• Weather, staffing, safety, technical, or other circumstances prevent fulfilment.

Order statuses are intended to provide operational updates.

Examples may include:

• Under Review;

• Confirmed;

• Preparing;

• Out for Delivery;

• Delivered;

• Cancelled.

An event pre-order is a scheduled order for a future date or delivery period.

Event pre-orders are different from regular on-demand orders.

Pre-order preparation, dispatch, cancellation, and modification rules may differ because products, food, staffing, and delivery capacity may be planned in advance.

Once preparation or dispatch has started, cancellation may no longer be available.

A Bestu subscription provides recurring deliveries according to the plan, frequency, delivery schedule, items, and conditions selected by you.

Subscriptions may include daily, weekly, or other recurring delivery frequencies.

Unless otherwise stated:

• Each recurring delivery may be treated as an individual order;

• Orders may be generated according to your selected delivery schedule;

• You must maintain an accurate delivery address;

• You must remain available to receive and pay for applicable deliveries;

• You may skip, pause, or cancel a subscription where the Service allows;

• Changes may not affect an order that has already been generated, prepared, or dispatched.

Bestu may modify or cancel a scheduled subscription delivery where reasonably necessary due to product unavailability, safety concerns, delivery restrictions, or operational limitations.

Unless otherwise stated, prices are displayed in Nepalese Rupees (NPR).

Before you confirm an order, the Service may display applicable charges, including:

• Product or food prices;

• Applicable taxes;

• Delivery charges;

• Service charges;

• Small-order fees;

• Discounts;

• Other applicable charges.

The final payable amount is the amount confirmed during checkout or the applicable order process.

Prices, fees, discounts, and availability may change over time.

Bestu may offer one or more payment methods depending on availability.

These may include:

• Cash on delivery;

• QR payment;

• Digital wallets;

• Online payment gateways;

• Other payment methods introduced in the future.

The available payment methods will be displayed in the Service.

Where payment is collected through a third-party payment provider, that provider may process the transaction according to its own applicable terms.

Bestu does not store complete card details, CVV numbers, or bank passwords.

Repeated refusal to pay, unpaid delivery amounts, fraudulent payment activity, or abuse of payment methods may result in cancellation of orders or restriction of your account.

Bestu may offer:

• Discounts;

• Coupons;

• Free-delivery promotions;

• Bestu Points;

• Vouchers;

• Other promotional benefits.

Unless otherwise stated:

• Promotional benefits have no cash value;

• They are not transferable;

• They may be subject to eligibility requirements;

• They may require a minimum order value;

• They may expire;

• They may not be combined unless the Service allows it.

Bestu Points and promotional credits are loyalty benefits and are not a bank account, stored-value wallet, or electronic money.

Bestu may cancel or refuse promotional benefits obtained through fraud, abuse, technical error, or violation of these Terms.

Delivery is available only within supported delivery zones.

Any delivery estimate provided through Bestu is an estimate only.

Actual delivery times may be affected by:

• Traffic;

• Weather;

• Food preparation time;

• Stock availability;

• Order volume;

• Rider availability;

• Difficult building access;

• Customer availability;

• Technical issues.

You must provide:

• An accurate delivery address;

• A useful landmark where necessary;

• A reachable phone number;

• Reasonable access information.

You or an authorised recipient should be available to receive the order.

Bestu may use a delivery verification code or similar method to confirm handover of an order.

Where a delivery code is provided, you should:

• Keep the code confidential until delivery;

• Provide it only to the authorised Bestu rider or as instructed through the Service;

• Avoid sharing it publicly or with unknown callers.

A delivery code is used for delivery verification and is not a payment PIN.

If delivery cannot be completed because of circumstances attributable to you or the recipient, including:

• An incorrect address;

• Inability to contact you;

• Locked or inaccessible premises;

• Refusal to receive the order;

• Refusal to pay an applicable amount;

• Failure to provide required delivery verification.

Bestu may cancel the order or take other reasonable steps to complete or close the delivery.

Perishable or prepared products may not be suitable for resale or return.

Where permitted by law, Bestu may charge reasonable delivery, restocking, or wastage costs.

You should inspect food and perishable products promptly upon delivery.

If an item is:

• Incorrect;

• Missing;

• Damaged;

• Spoiled;

• Defective;

• Reasonably unfit for its intended purpose,

you should report the issue as soon as reasonably possible through Bestu's available support channels.

Bestu may request order details, photographs, and other information reasonably necessary to investigate the claim.

Nothing in this section limits mandatory consumer rights.

Cancellation eligibility depends on the type and status of the order.

Once an order has been prepared or dispatched, cancellation may no longer be available.

Prepared meals, opened food products, and many perishable items are generally not eligible for return unless the item is incorrect, damaged, defective, spoiled, missing, or otherwise eligible for a remedy under applicable law.

Eligible refunds may be provided through:

• The original payment method;

• Another payment method reasonably available;

• Account credit where legally and operationally appropriate.

Nothing in these Terms limits consumer rights that cannot legally be excluded.

You must not:

• Use Bestu for unlawful or fraudulent purposes;

• Create accounts using false information;

• Impersonate another person or business;

• Abuse coupons, promotional benefits, OTPs, delivery codes, or payment methods;

• Attempt unauthorised access to Bestu's systems or another person's account;

• Introduce malware or harmful software;

• Harass, threaten, or abuse riders, merchants, customers, or Bestu staff;

• Reverse engineer, scrape, or commercially exploit the Service except where permitted by law.

Bestu may work with:

• Independent merchants;

• Restaurants;

• Riders and delivery providers;

• Payment providers;

• SMS and OTP providers;

• Mapping and location providers;

• Cloud hosting providers;

• Analytics providers.

Certain third parties may have their own terms and privacy policies.

The Bestu application, software, designs, branding, trademarks, logos, databases, catalogue presentation, and other content provided by Bestu are owned by or licensed to Bestu Commerce Pvt. Ltd.

You may not, except where permitted by law or with our written permission:

• Copy or reproduce Bestu's content;

• Scrape Bestu's data;

• Sell or commercially exploit the Service;

• Use Bestu's branding without permission.

By using Bestu, you agree that we may send transactional communications necessary to operate the Service.

These may include:

• OTP messages;

• Order updates;

• Payment updates;

• Delivery notifications;

• Delivery verification codes;

• Important service notices.

Promotional communications may also be sent where permitted.

If you grant location permission, Bestu may use your location to help you select or pin a delivery address.

Bestu does not continuously track your location in the background through the customer application unless we clearly notify you and obtain any required permissions.

You may be able to enter an address manually without granting location permission.

We aim to provide a reliable Service but cannot guarantee uninterrupted, error-free operation at all times.

Bestu may temporarily suspend, restrict, modify, or discontinue parts of the Service for maintenance, security, technical, legal, or operational reasons.

Events beyond our reasonable control may also affect the Service.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

To the maximum extent permitted by the laws of Nepal, Bestu will not be liable for indirect, incidental, special, consequential, or punitive losses arising from the use of the Service.

Where legally permitted, Bestu's liability relating directly to a particular order may be limited to the amount actually paid to Bestu for that specific order.

Bestu may suspend or terminate access where reasonably necessary, including where you:

• Violate these Terms;

• Create a security or legal risk;

• Repeatedly abuse payment or cash-on-delivery services;

• Abuse promotions;

• Commit fraud;

• Harass riders, merchants, customers, or staff.

You may stop using Bestu at any time.

Your use of Bestu is also subject to our Privacy Policy.

The Privacy Policy explains how we collect, use, store, share, and protect personal information.

Bestu may update these Terms from time to time.

Where appropriate, we will provide notice of material changes through the app or another reasonable communication method.

These Terms are governed by the laws of Nepal.

If you have a complaint or dispute, you should first contact Bestu through in-app support or the contact information below.

If a dispute cannot be resolved, it may be submitted to the competent courts or other legally available dispute-resolution mechanisms in Nepal.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

Failure by Bestu to enforce a provision does not mean that we waive our right to enforce it later.

These Terms do not create a partnership, employment relationship, joint venture, or agency relationship between you and Bestu.

For questions about these Terms & Conditions, contact us at:

Email: bestuservicesoicals@gmail.com

You may also reach us through the support channels in the Bestu application.

Company details are listed in our Privacy Policy (Who We Are).

Acknowledgement

By creating an account, placing an order, using a subscription, using Explore, or otherwise accessing or using Bestu, you acknowledge that you have read and agreed to these Terms & Conditions.