Malakand Food
اردو

Terms of use

Version 1.0, in effect from 6 October 2026.

These terms apply when you use Malakand Food, a service of malakand.pk ("we", "us"): the Malakand Food app and our website, food.malakand.pk. By creating an account or placing an order, you agree to them. Please read them together with our privacy policy.

Restaurants and riders who work with us also agree to their own terms: the restaurant terms and conditions and the rider agreement.

1. What we do

Malakand Food is a marketplace. It lets you order food from local restaurants in the towns of Malakand Division where we deliver, and have it brought to you by a rider.

  • The restaurant prepares your food and is responsible for it: its ingredients, preparation, hygiene and quality. If you have an allergy or a special need, write it in the order note and, if in doubt, ask the restaurant.
  • The rider collects your order from the restaurant and brings it to you.
  • We run the app and the website, take the orders, arrange the delivery, and help when something goes wrong.

2. Your account

  • You must be 18 or older to use the service.
  • You sign in with your mobile number and a one-time code sent by SMS. Keep your phone secure, and never share the code with anyone. Our staff will never ask you for it.
  • Each mobile number has one account. Give us your real name and correct addresses.
  • You are responsible for orders placed from your account.

3. Prices and orders

  • Prices on the menus are set by the restaurants. Before you order, the app shows the full total:
    • the food;
    • the delivery fee, which depends on the distance to your address;
    • a small-order fee or a service fee, where one applies;
    • any voucher or credit you use.
  • When you place an order, you ask the restaurant to prepare it. The restaurant may accept or reject it, for example when it is busy or a dish has run out. You are told either way, and nothing is charged for a rejected order.
  • Delivery times are estimates. Traffic, weather and busy kitchens can make an order late.
  • A restaurant may set a minimum order. Some vouchers have their own conditions and dates. Vouchers and credits have no cash value.

4. Paying

  • For now you pay in cash when your order arrives. Pay the rider exactly the total shown in the app.
  • We may limit cash orders, for example on new accounts or after failed deliveries.

5. Changing your mind

  • Before the restaurant accepts: you can cancel in the app at no cost.
  • After it accepts, before the food is ready: you can still cancel in the app, but the kitchen has started cooking. Please do this only when you must: repeated late cancellations can stop cash orders on your account.
  • Once the food is ready or on its way: the order can no longer be cancelled in the app. Contact us through Help.

6. Delivery

  • Be at the delivery address and keep your phone on. The rider will call you on arrival if needed.
  • If the rider cannot reach you, or the order is refused, the delivery fails after the rider has waited and tried to call. Failed deliveries can stop cash orders on your account.
  • For larger orders, the rider may take a photo as proof of delivery.

7. When something goes wrong

  • If an item is missing or wrong, or something else went wrong, open the order in the app and tap "Report a problem" as soon as you can, with a photo if it helps.
  • Our support team looks into every report. When the restaurant or we are at fault, we usually give you credit for a future order.

8. Ratings and reviews

You can rate your order and the rider. Be honest and fair. Do not write insults, threats, personal information or advertising. We may hide reviews that break these rules.

9. Using the service fairly

Do not:

  • place false orders, or orders you do not mean to accept;
  • abuse, threaten or harass riders, restaurant staff or our team;
  • use another person's account or phone number;
  • misuse vouchers or credits, or try to cheat the service;
  • copy the menus or other content of the app or website in bulk, or try to disrupt or break into the service.

We may limit cash orders, suspend or close an account that breaks these terms, and report crimes to the authorities.

10. Our content

The Malakand Food name, logo, apps and website belong to us. Restaurant names, menus and photos belong to the restaurants. You may use the apps and website for your own orders, not to copy or resell them.

11. Changes to the service

We open towns one at a time and may change, pause or stop parts of the service, for example for maintenance. We may change these terms. When we do, we publish the new version on this page and ask you to accept it in the app.

12. Responsibility

We work hard to give you a good service, but we cannot promise that it will always be available or free of errors.

As far as the law allows:

  • we are not responsible for losses we could not reasonably foresee, or for delays caused by events outside our control;
  • our responsibility for an order is limited to the amount you paid for it.

Nothing in these terms limits rights that the law gives you and that cannot be excluded.

13. Closing your account

You can stop using the service and delete your account at any time: Profile, then Delete account. What happens to your information is explained in the privacy policy.

14. Law

These terms are governed by the laws of Pakistan.

15. Contact

Malakand Food (malakand.pk), Malakand Division, Khyber Pakhtunkhwa, Pakistan. Contact us on WhatsApp or by phone: the numbers are on our help page, food.malakand.pk/help, and under Help in the app.