Terms of Service

2Dynamic Platform Economics & 7-Day Notice Policy

Our dynamic fee architecture allows operational surcharges to respond fairly to real-world Pakistani conditions:

• Standard Platform Service Fee: A nominal flat platform fee assessed on order checkouts to fund real-time dispatch, server infrastructure, and SMS/WhatsApp notifications.
• Dynamic Environmental Surcharges: Temporary surcharges (such as Rain/Severe Weather Surcharges or Holiday Packaging Levies) may be activated in specific municipalities to incentivize delivery riders during hazardous conditions. All such fees are itemized transparently before payment.
• Delivery Fees: Determined dynamically according to kitchen distance radiuses, defined delivery zones, and whether the kitchen deploys an in-house fleet or platform couriers.

3Home Chef Batch Invariants & Pre-Order Operating Model

RotiRozi is architected specifically around the culinary reality of home kitchens rather than fast-food factories:

• Batch Capacities & Scheduled Discretion: Home chefs cook specific daily special menus for set calendar slots (e.g., Today Lunch, Tomorrow Dinner, or advance weekly bookings). Each batch dish has an individual portion capacity limit. Once batch capacity is reached, the item automatically marks sold out to prevent overcommitting.
• Lead Time Windows: Chefs set advance notice cutoffs (e.g. 2 to 4 hours prior). Customers agree that home dishes cannot be cooked on instantaneous 10-minute demand.
• One-Click Shutter Control: Chefs retain sole authority to lower their shop shutter (isOpen: false) whenever personal circumstances require batch closure. In such cases, existing confirmed pre-orders must be fulfilled or refunded immediately.
• Hygiene & Halal Authenticity: All home kitchens must adhere strictly to 100% Halal sourcing, clean potable water, sanitary food packaging, and local municipal health standards.

4KYC Verification & Post-Approval Lock Policy

To maintain public trust, eliminate fraudulent operators, and ensure consumer safety, mandatory Know Your Customer (KYC) clearance is enforced:

Post-KYC Identity Lock Invariant: Once an applicant's KYC is approved by Operations, critical identity attributes—including the Owner's Legal Name, National ID Number, and verified kitchen utility address—are permanently locked from unilateral modification. Public brand names and bios may be customized, but legal identity changes require full re-submission and compliance re-verification.

5Social Trust Engine, Anti-Spam Handshake & Review Integrity

Commercial review abuse, paid astroturfing, and fake five-star bot farms are fundamentally prohibited on RotiRozi:

• Out-of-Band Handshake Protocol (Rule 7): Indiscriminate cold friend solicitations between strangers are blocked. Friendships are exclusively initiated via real-world out-of-band channels (1-click WhatsApp share link or single-use 6-digit cryptographic PIN with 48-hour expiration).
• Verified Purchase Requirement: A customer review only impacts a home chef's algorithmic ranking score if and only if the reviewer completed a delivered order (isVerifiedPurchase: true).
• Social Ranking Formula (Rule 5): Rankings incorporate mutual friend sentiment:
  Score = Base + (FriendsOrders × 5) + (FriendsRating ≥ 4 × 15) - (FriendsRating ≤ 2 × 30)
• Zero-Tolerance for Sybil Attacks: Any kitchen or user creating synthetic accounts to game the social algorithm will suffer immediate permanent platform blacklisting.

6Orders, Cancellations & Refund Guarantees

Because home chefs purchase fresh ingredients tailored to specific daily portion reservations:

• Customer Cancellation Cutoffs: Advance orders may be cancelled for a full refund only up until the chef's designated lead-time window begins (typically 3 to 4 hours prior). Once cooking commences, cancellations cannot be processed.
• Chef Non-Fulfillment: If an unforeseen kitchen emergency prevents a home chef from fulfilling a reserved batch, the customer will be issued an immediate 100% refund.
• Delivery Dispute Protocols: Customers must report incorrect or damaged deliveries within sixty (60) minutes of arrival with photographic proof.

7Dedicated Kitchen Fleets & Marketplace Delivery

Home chefs may onboard and manage their own dedicated delivery riders directly via their Chef CRM Studio or utilize marketplace delivery partners. Store-dedicated riders deliver solely for their assigned kitchen. All delivery personnel must abide by road traffic safety laws, carry thermal hot-holding tiffin containers, and respect customer privacy.

8Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the substantive laws of the Islamic Republic of Pakistan. Any dispute, controversy, or claim arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the courts of competent jurisdiction located in Karachi, Pakistan.