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Terms & Conditions



Terms and Conditions of Use

Last Updated: 26 March 2026

Welcome to Proyojon, an online food delivery service provided by proyojon.com (“Proyojon”, “we”, “us”, or “our”). These Terms and Conditions (“Terms”) govern your access to and use of our website, mobile application, and related services (collectively, the “Services”).

By accessing, browsing, registering for, or using our Services, you agree to be bound by these Terms. If you do not agree, please do not use our Services.

1. Acceptance of Terms

By using Proiojon, you confirm that you have read, understood, and agree to comply with these Terms, along with our Privacy Policy and any other policies posted on our Services. We may update these Terms from time to time. The updated version will become effective when posted unless stated otherwise. Your continued use of the Services after any changes means you accept the updated Terms.

2. Eligibility

To use our Services, you must be at least the age of majority in your jurisdiction or have the consent of a parent or legal guardian. By using the Services, you represent that you have the legal capacity to enter into these Terms.

3. Account Registration

3.1 Account Creation
To access certain features, you may be required to create an account and provide accurate, current, and complete information.

3.2 Account Security
You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use, suspected breach, or other security issue.

3.3 Account Accuracy
You agree to keep your account information up to date, including your name, phone number, delivery address, and payment details where applicable.

4. Services We Provide

Proyojon is a food ordering and delivery platform that allows users to browse restaurants, place orders, make payments, track deliveries where available, and receive food through participating restaurants and delivery partners.

We may update, modify, suspend, or discontinue any part of the Services at any time without prior notice.

5. Orders

5.1 Placing Orders
When you place an order through our platform, you agree that all details provided are correct, including menu selection, quantity, delivery address, phone number, and any special instructions.

5.2 Order Confirmation
An order is not considered accepted until it is confirmed by the restaurant or by Proyojon, as applicable. We may refuse, cancel, or limit any order at our discretion in cases such as item unavailability, suspected fraud, technical error, or payment failure.

5.3 Menu Availability
Menu items, prices, images, ingredients, and availability are provided by restaurants and may change without notice. We do not guarantee that any specific item will always be available.

5.4 Special Instructions
We will try to pass your special instructions to the restaurant or delivery partner, but we do not guarantee that all instructions can be fulfilled.

6. Pricing, Fees, and Taxes

6.1 Prices
Prices shown in the app or website may include item prices, service fees, delivery fees, packaging charges, and applicable taxes where relevant.

6.2 Price Changes
Prices may change at any time before an order is confirmed. If a pricing error occurs, we may cancel the order or contact you for confirmation before proceeding.

6.3 Taxes and Charges
You are responsible for any applicable taxes, government charges, or additional fees unless otherwise stated.

7. Payment

7.1 Payment Methods
You may pay through the payment methods made available on our platform, including cash on delivery where offered and supported digital payment methods.

7.2 Payment Authorization
By submitting payment details, you authorize us and our third-party payment providers to charge the full amount of your order, including applicable fees and taxes.

7.3 Payment Failures
If a payment fails, is reversed, is disputed, or is suspected to be fraudulent, we may cancel the order or suspend your account.

7.4 Cash on Delivery
If cash on delivery is available, you agree to provide the exact or appropriate amount if requested by the delivery partner.
 

Restaurant Payment Policy

  • Proyojon will settle payments to restaurant partners through agreed methods such as Bank Transfer, Cash, or other available online payment systems.
  • Payments are processed four (4) times per month (weekly basis).
  • The commission rate will vary depending on the agreement between Proyojon and each restaurant.
  • The payable amount will be calculated based on successful and completed orders, after deducting applicable commission, service charges, refunds, or adjustments.
  • Restaurants must provide accurate payment details (bank account, mobile banking, etc.) to ensure smooth transactions.
  • Proyojon reserves the right to hold or delay payments in cases of:
    • Suspicious or fraudulent activity
    • Excessive cancellations
    • Customer complaints or disputes

8. Cancellation Policy

8.1 User Cancellations
You may request cancellation before the restaurant has started preparing the order. Once preparation has begun or the order has been dispatched, cancellation may not be possible.

8.2 Proyojon Cancellations
We may cancel an order at any time if:
- the restaurant is unable to prepare the order,
- the delivery location is outside service range,
- the payment cannot be verified,
- the order appears fraudulent or abusive,
- or there is a technical or operational issue.

8.3 No Guarantee of Cancellation Acceptance
A cancellation request is not guaranteed to be accepted. Whether cancellation is allowed depends on the order status and operational conditions.

9. Refund Policy

9.1 Refund Eligibility

Refund or replacement may be considered in the following cases:

  • order was not delivered,
  • wrong item delivered,
  • missing items,
  • food is damaged, spoiled, or not consumable,
  • incorrect charge due to system error.

9.2 Verification Requirement

To ensure fairness and prevent misuse:

  • Customers may be required to provide clear photo/video proof of the issue.
  • In certain cases, the food item must be returned to the delivery partner at the time of complaint or during follow-up.
  • Proyojon reserves the right to inspect or verify the complaint before approving any refund or replacement.

👉 Without proper verification, refund requests may be declined.

9.3 Reporting Issues
To request a refund, you must contact customer support as soon as possible after delivery or attempted delivery and provide necessary details such as order number, photos if applicable, and a description of the issue.

9.4 Refund Method and Time
Approved refunds will generally be processed through the original payment method or another method selected by us, subject to payment provider rules. Processing time may vary depending on the bank, wallet provider, or payment channel.

9.5 Partial Refunds
Where appropriate, we may issue a partial refund, store credit, replacement, or another reasonable remedy instead of a full refund.
 

Restaurant Refund Policy

  • If a refund is required due to an issue caused by the restaurant (e.g., wrong item, missing items, poor quality), the amount will be deducted from the restaurant’s payable balance.
  • If an order is cancelled before food preparation, no charges will be applied to the restaurant.
  • If the order has already been prepared, refund responsibility will be determined based on the situation and agreement.
  • Proyojon may adjust refund amounts from future payouts to the restaurant.
  • All refund-related disputes must be reported within a reasonable timeframe for review and resolution.

10. Delivery Terms

10.1 Delivery Estimates
Delivery times shown on the platform are estimates only. Actual delivery times may vary due to traffic, weather, restaurant delays, peak demand, technical issues, or other factors beyond our control.

10.2 Delivery Location
You are responsible for providing a complete and accurate delivery address and for being available to receive the order at the time of delivery.

10.3 Failed Delivery
If an order cannot be delivered because you are unreachable, unavailable, or have provided incorrect information, the order may be marked as completed or cancelled without refund, depending on the circumstances.

10.4 Contact by Delivery Partner
You agree that the restaurant, rider, or delivery partner may contact you using the phone number provided for delivery-related matters.

11. Restaurant and Delivery Partner Responsibility

11.1 Third-Party Services
Some restaurants, vendors, and delivery partners may be independent third parties. Their performance, quality, preparation, packaging, and fulfillment may be subject to their own processes and availability.

11.2 Food Quality and Safety
We aim to work with reliable partners, but we do not manufacture or prepare food ourselves unless clearly stated. Responsibility for food preparation may rest with the restaurant or vendor, subject to applicable law.

11.3 Limited Control
While we may help facilitate resolution of issues, we do not guarantee the actions, delays, or omissions of third-party restaurants, riders, or other service providers.

12. User Conduct

You agree not to use the Services for any unlawful, abusive, fraudulent, or harmful purpose. You must not:
- provide false information,
- impersonate another person,
- misuse promotions or coupons,
- attempt unauthorized access to the app, website, or systems,
- interfere with the operation of the Services,
- place abusive or fake orders,
- harass staff, riders, restaurants, or other users,
- or engage in any activity that violates applicable law.

We may suspend or terminate accounts involved in such conduct.

13. Reviews, Ratings, and User Content

If you submit reviews, comments, ratings, images, or other content, you grant Proyojon a non-exclusive, worldwide, royalty-free license to use, display, reproduce, adapt, publish, and distribute that content for service-related purposes.

You agree that your content will not be unlawful, defamatory, offensive, misleading, or infringing on any third party rights. We may remove content at our discretion.

14. Promotions, Coupons, and Credits

Promotions, coupon codes, discounts, wallet credits, referral rewards, and similar offers may be subject to separate rules. We may modify, suspend, or withdraw any promotion at any time if misuse, fraud, or technical issues are suspected.

15. Intellectual Property

All trademarks, logos, text, graphics, product names, software, and other content on the Services are owned by Proyojon or its licensors and are protected by applicable intellectual property laws.

You may not copy, reproduce, modify, distribute, sell, or create derivative works from our content without our prior written permission, except where allowed by law.

16. Suspension and Termination

We may suspend, restrict, or terminate your account or access to the Services at any time if:
- you violate these Terms,
- you misuse the Services,
- you engage in fraud or suspicious activity,
- you provide false information,
- or we reasonably believe it is necessary to protect Proyojon, our users, restaurants, or delivery partners.

You may also request account deletion through the app or by contacting us, subject to any legal or record-keeping requirements.

17. Privacy

Your use of the Services is also governed by our Privacy Policy, which explains how we collect, use, store, and disclose personal information. Please review it carefully.

18. Disclaimer of Warranties

The Services are provided on an “as is” and “as available” basis. To the maximum extent permitted by law, we make no warranties or representations that the Services will always be uninterrupted, error-free, secure, or free from delays.

We do not guarantee that menu descriptions, images, or ingredient information provided by restaurants will always be complete, accurate, or up to date.

19. Limitation of Liability

To the maximum extent permitted by law, Proyojon, its directors, employees, affiliates, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of the Services.

Where liability cannot be excluded by law, our liability will be limited to the amount paid by you for the relevant order or to the minimum extent required by applicable law.

20. Indemnity

You agree to indemnify and hold harmless Proyojon from and against any claims, losses, liabilities, damages, costs, or expenses arising from:
- your misuse of the Services,
- your breach of these Terms,
- your violation of any law,
- or your infringement of any third-party rights.

21. Force Majeure

We are not responsible for any delay or failure in performance caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, power outages, network failures, government actions, pandemics, or severe weather.

22. Changes to the Services

We may modify, suspend, or discontinue any part of the Services, temporarily or permanently, with or without notice. We are not liable for any such changes.

23. Governing Law and Jurisdiction

These Terms shall be governed by and interpreted in accordance with the laws of Bangladesh. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the competent courts in Jhenaidah, Bangladesh, unless otherwise required by applicable law.

24. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

25. Entire Agreement

These Terms, together with our Privacy Policy and any additional policies posted on the Services, constitute the entire agreement between you and Proyojon regarding your use of the Services.

26. Contact Us

If you have any questions, complaints, or concerns about these Terms, please contact us:

Proyojon
Website: www.proiojon.com
Email: contact@proiojon.com