FoodLoot Ventures
Version: 2.1
Effective Date: 22 September 2026
Replaces: the Customer Terms dated 21 September 2026
These Terms apply to customers using the FoodLoot Platform. If you sell food on FoodLoot, the Vendor Agreement applies to you instead, and home chefs are also covered by the Home Kitchen Terms.
Surprise bags cannot be checked for allergens in advance. If an allergy is serious, don't order a surprise bag.
1.1 These terms are an agreement between you and FoodLoot Ventures of Plot No. 15, Sector B-VI, Phase 1, Export Processing Zone, Korangi, Landhi Town, Karachi, Pakistan ("FoodLoot", "we", "us"). They apply whenever you use the FoodLoot app or website (the "Platform") as a customer.
1.2 Our Privacy Policy explains how we collect and use your personal data. Businesses selling on FoodLoot are covered by the Vendor Agreement.
1.3 By creating an account or placing an order, you accept these terms. If you do not agree, please do not use the Platform.
2.1 Vendors. Vendors are independent businesses and individuals who list their surplus food on the Platform. They include restaurants, cafés, bakeries, shops and home chefs. They are not part of FoodLoot.
2.2 Who you buy the food from. When you order a bag, you buy the food from the vendor. FoodLoot runs the Platform and collects your payment on the vendor's behalf. FoodLoot does not cook, pack or store food.
2.3 Delivery. When you choose delivery, FoodLoot provides the delivery to you. We use independent delivery partners and their riders to carry it out (section 9). The delivery fee is charged by FoodLoot.
2.4 Home chefs. Some vendors are home chefs who cook in a home kitchen rather than commercial premises. Their listings are labelled as home chefs. A home chef's pickup address may be a private home that we show only after you order. Please use it only to collect your order.
3.1 Age. You must be 18 or over to create an account and place orders. If you are between 13 and 17, you may use FoodLoot only with a parent's or guardian's permission, and they are responsible for your orders and payments. FoodLoot is not for children under 13.
3.2 Your details. Keep your name, phone number and addresses accurate. We may ask you to verify your phone number before you order.
3.3 One account each. You may have only one customer account. Keep your login secure. You are responsible for everything done through your account. Tell us straight away at support@foodlootpk.com if you think someone else is using it.
4.1 Kinds of bag.
4.2 "Worth" or original value. The value shown is the vendor's estimate of the normal price of what is in the bag. Vendors must not inflate it. If a bag is clearly worth much less than shown, tell us (section 11).
4.3 Surplus food. Surplus food is food that is safe to eat but was not sold on the day. It is usually best eaten the same day. Follow any storage instructions from the vendor or on labels.
4.4 Prices and fees. Prices are in Pakistani Rupees. Before you pay, checkout shows the total, including any delivery fee. We do not currently charge a service fee.
4.5 Obvious mistakes. If a price or listing is obviously wrong because of an error, we may cancel the order and refund you in full.
5.1 Payment methods. You can pay with the methods shown at checkout. These currently include debit and credit cards, mobile wallets such as Easypaisa and JazzCash, instalments through Neem, and your LootWallet. Licensed payment partners process these payments, and their own terms may also apply. For example, Neem's terms govern any Neem instalment plan.
5.2 When your order exists. Your order is confirmed only when your payment is confirmed and the order appears in Orders. If money leaves your account but no order appears, contact us and do not pay again. Section 12 explains what happens next.
5.3 Saved cards. If you save a card, our payment partner stores the card. We keep only a token, the last four digits, the card type and the name on the card. To check a new card we may charge Rs 50, which goes into your LootWallet straight away.
5.4 Chargebacks. Please contact us before asking your bank to reverse a payment. A chargeback on an order that was collected or delivered, or already refunded to your LootWallet, breaks these terms. In that case we may remove the matching LootWallet amount and suspend your account.
6.1 What it is. LootWallet is a balance in your FoodLoot account. You can spend it only on orders on the Platform. It is not a bank account, and it earns no interest or profit.
6.2 Money in your LootWallet can come from:
6.3 Expiry. Top-ups, refunds and compensation for a problem with an order do not expire. Free credits may expire. When we add a free credit, the app shows its expiry date. Expired free credit is removed.
6.4 No transfers or cash. LootWallet cannot be transferred to anyone else or withdrawn as cash, except as set out in 6.5.
6.5 Closing your account. Before you delete your account, spend your balance or ask support to return the part that is your own money (top-ups, refunds and compensation). After checking your identity, we will pay it within 14 days to a Pakistani bank account or mobile wallet in your name. Free credits are cancelled when an account is deleted.
6.6 Mistakes and misuse. If money or credit is added to your LootWallet by mistake, or through fraud or a breach of these terms, we may remove it. If you have already spent it, we may deduct it from your balance later.
7.1 Collect your order from the address shown, during the pickup window shown on the order.
7.2 Show your QR code or 4-digit pickup code. The vendor hands over the order only after checking the code, and photographs your packed order and its receipt before handing it over. Anyone who has your code can collect your order, so share it only with someone you trust to collect for you.
7.3 No-shows. If you do not collect before the pickup window ends, the order is a no-show. The vendor has prepared and held your food, so no refund is given. If you keep missing pickups, we may limit your future orders.
7.4 If the vendor lets you down. If the vendor is closed, does not have your order, or turns you away during your pickup window, contact us through the app before you leave if you can. We will refund you in full.
8.1 Orders are final. Once you have paid, you cannot cancel an order yourself.
8.2 When we or the vendor cancel. We refund you in full, including any delivery fee, if:
8.3 Something outside your control? If you cannot collect because of something that genuinely was not your fault, contact support. We will look at it, but we do not have to give money back for a change of plans.
9.1 Where and when. Delivery is available only from vendors who offer it, to addresses in our delivery area in Karachi (currently within about 6 km of the vendor), during the hours shown in the app. If delivery is not available, the app offers pickup only.
9.2 Who delivers. We deliver through independent delivery partners (at launch, FoodGo). Riders work for the delivery partner, not for FoodLoot or the vendor. The vendor is responsible for your food until the rider collects it. From then until it reaches you, we are responsible to you for the delivery as set out in this section.
9.3 Delivery fee. The delivery fee is shown at checkout before you pay (currently Rs 200). It is paid to FoodLoot, and the vendor receives none of it.
9.4 Your part. You must:
To deliver your order, we share your name, phone number, address, map pin and delivery notes with the delivery partner and rider. We share them only for that delivery (see the Privacy Policy).
9.5 How it works. After you pay, we book a rider. The vendor hands your order over after checking your order code, which we give to the rider, so you do not need to share it. While your order is on its way, the app may show the rider's name, phone number and location. Use them only for that delivery.
Every order is photographed. Before handing it over, the vendor photographs the packed food and its receipt. When the rider arrives, they photograph the drop-off at your address. We use these photos to confirm deliveries and to check complaints.
9.6 Delivery time. The app shows an estimated arrival time. We aim to deliver within 60 minutes of your payment being confirmed, but this is an estimate, not a guarantee: traffic, weather and demand can make an order late. We do not automatically give credit or refunds for late deliveries. If your order is late, contact us and we will look at your order individually. If no rider has collected your order within 30 minutes of payment, we will contact you; you can then choose to collect it yourself during the pickup window, and we refund the delivery fee, or cancel for a full refund.
9.7 If we cannot reach you. The rider or our team will call you at least twice, and the rider will wait at least 10 minutes at your address. If the order still cannot be handed over, it is returned and treated like a no-show: the food and the delivery fee are not refunded.
9.8 Wrong address. Tell us straight away.
9.9 Check your order when it arrives. If the packaging has been opened or tampered with, or the food has badly spilled, you may refuse the order. Tell us straight away and we will refund you in full. If you find a problem after accepting the order, report it within 2 hours with photos (section 11).
9.10 Lost or damaged on the way. If your order is lost, stolen, damaged, spilled or tampered with while the rider has it, or cannot be delivered for a reason that is not yours, we refund you. For a lost or undelivered order, the refund is in full, including the delivery fee. For a partly damaged order, the refund is for the affected part.
9.11 Never pay the rider. Every delivery order is paid in full in the app. Riders must not ask you for money. Tips are voluntary and go straight to the rider; FoodLoot does not receive or refund tips. If a rider asks you for money, tell us.
9.12 Cancelling a delivery order. Once the rider has collected your order, it cannot be cancelled, except under 9.9.
9.13 Respect for riders. Treat riders with respect. If a rider behaves badly, tell us. We will take it up with the delivery partner, which may include stopping that rider from delivering FoodLoot orders.
10.1 The vendor is responsible for the food. FoodLoot does not cook, pack, store or check the food, and is not responsible for its quality, safety or contents. The vendor must prepare, store and pack it safely and hygienically, and it must match the listing. We hold vendors responsible for the food they sell.
10.2 Allergies and diets. Surprise bags are made up on the day, so we cannot confirm their ingredients or allergens in advance. If you have an allergy or intolerance, or need halal certification or a particular diet confirmed, ask support before ordering. Check labels and ask the vendor when you collect. If you are unsure, do not eat the food. If an allergy is serious, choose a set bag with listed items, or do not order.
10.3 After you receive the food. Eat it soon and store it properly. Do not eat food that looks, smells or tastes wrong. Report it to us instead.
10.4 If you become unwell after eating food bought on FoodLoot, get medical help first, then tell us. We will investigate with the vendor. Where a food-safety risk requires it, we may share details with the food authority.
11.1 How and when. Report a problem in the app's Help & support (open the order, then Get help) or email support@foodlootpk.com. Do this within 2 hours of collecting or receiving your order. Include photos of the food, the packaging and any date label; the app asks for at least one photo. After 2 hours, or without photos, we may not be able to help, except with a serious food-safety problem. Enjoy your food within 24 hours of collecting or receiving it.
11.2 What we look at. We look at your order, your photos, the vendor's photos of your packed food and its receipt and, for deliveries, the rider's drop-off photo and the delivery record.
11.3 What we may do. We decide each report individually, based on what happened and the photos. When the problem is with the food, the vendor is responsible: any refund or credit we give you is recovered from the vendor, and we take the complaint up with them.
| What happened | What usually happens |
|---|---|
| Sold out after you paid, vendor cancelled, or vendor closed during your pickup window | Full refund |
| Food unsafe, spoiled or past its date | We investigate; a refund or credit is at our discretion, recovered from the vendor |
| The wrong order | Refund or credit, recovered from the vendor |
| Bag clearly worth much less than shown, or part of the order wrong or missing | Refund or credit for the difference, recovered from the vendor |
| Delivery lost, damaged or undelivered | As set out in section 9 |
| Delivery late | Looked at individually (9.6); no automatic credit |
| You did not like the surprise contents, changed your mind, or ordered from the wrong branch | Nothing is owed |
11.4 Where the money goes. Refunds and compensation go to your LootWallet, usually straight away and always within 3 working days of our decision. They do not go back to your card, bank, mobile wallet or Neem plan, except under 6.5 or where the law requires it. If you paid with Neem instalments, your instalments remain payable to Neem under Neem's terms.
11.5 After a complaint we may warn, suspend or remove a vendor. Helping you is not an admission that FoodLoot is legally liable for the food.
12.1 If you were charged but no order appeared, or you were charged twice, contact us within 7 days with a screenshot or the transaction reference.
12.2 Once we confirm the money reached FoodLoot, we will either create your order, if it can still be fulfilled, or refund the amount to your LootWallet. A payment marked as failed in the app is not proof that you were not charged, so please tell us.
13.1 We may run promotions, rewards, stamp cards, referral schemes and ambassador programmes. Each has rules (amounts, limits, expiry, eligibility) shown in the app when it is offered. Those rules form part of these terms.
13.2 Promo codes and rewards have no cash value and cannot be transferred. We may limit them to one per person, household, device or payment method.
13.3 We may change or end a promotion. A reward you have already earned will still be honoured unless it was earned through fraud or a breach of these terms. If so, we may remove it (6.6).
14.1 After an order you may rate it, write a review and add photos. Reviews must be honest and about your own order. They must not be abusive, defamatory or misleading, and must not contain other people's personal details.
14.2 Reviews are public. Your rating, review text, photos and first name may be shown to anyone using the Platform, including on vendor pages. You give FoodLoot a free, non-exclusive, worldwide licence to use them on the Platform and in FoodLoot's marketing. The licence continues after you delete your account, but the review will no longer show your name.
14.3 We may moderate, hold or remove reviews. We do not accept payment for reviews or remove honest negative reviews on request.
14.4 Messages and photos you send to support are used to help you and resolve the issue. They may be shared with the vendor or delivery partner where needed, as the Privacy Policy explains.
15.1 You must not:
15.2 Automated checks. To protect vendors from bulk buying and repeat-account abuse, we use automated checks that look at account, device, payment and order patterns. They may limit how many bags an account, device or household can buy from a vendor in a period, or stop an order before you pay. A person at FoodLoot reviews any decision to suspend an account. If you think a limit has been applied to you wrongly, contact support and a person will review it.
15.3 Suspension. We may suspend or close an account that breaks these terms or puts customers, vendors, riders or the Platform at risk. We will tell you why, unless doing so would help fraud or break the law. You can appeal within 30 days by emailing support@foodlootpk.com, and a person will review the appeal.
15.4 If we close your account, we return your own money in LootWallet as described in 6.5, except any amount obtained through fraud.
16.1 We work to keep the Platform available and accurate but cannot promise it will always be uninterrupted or error-free. We may change features.
16.2 FoodLoot owns the Platform, its content and its brand. You may use the app for your personal, non-commercial use only. You must not copy, scrape or reverse-engineer it.
17.1 What we do not limit. Nothing in these terms limits:
17.2 What we are responsible for. We are responsible for running the Platform with reasonable care and skill, for handling your payments, refunds and LootWallet as these terms describe, and for deliveries as set out in section 9.
17.3 What we are not responsible for. Subject to 17.1, we are not responsible for:
17.4 Limit. Subject to 17.1, our total liability to you for any order is limited to the amount you paid for that order, including the delivery fee.
We may update these terms, for example when we add features or the law changes. For important changes, we will tell you in the app or by email at least 7 days before they take effect. Changes do not apply to orders already paid for. If you do not agree to a change, you can stop using the Platform and close your account (6.5).
19.1 These terms are governed by the laws of Pakistan.
19.2 If you have a complaint, contact us first. We will reply within 7 days and aim to resolve it within 30 days.
19.3 If we cannot resolve it, the courts at Karachi, including the consumer courts, can deal with the dispute. This does not affect any right you have under the Sindh Consumer Protection Act 2014 or other consumer law that applies to you.