My Food Friend
Food Card: how to use it and the rules
Last updated: 6 October 2026
These documents are published in Bangla, English and Arabic. If the versions differ, the Bangla version prevails.
At a glance: Your Food Card is your personal digital card. When the counter scans the QR code on its back, staff see which meals you have booked for today and hand them over. You can book meals without the card, but you need to show it to collect a meal at the counter.
1 What the Food Card is
A Food Card is created automatically in your name as soon as your FoodExL customer account is opened. There is nothing to apply for. Each customer has one card, and it is for that customer only.
| Side | What it shows |
|---|---|
| Front | Your branch or canteen name, code and address; your photo, name and ID number; gender, blood group, date of birth, mobile, email and present address (whatever is filled in on your profile) |
| Back | The FoodExL logo and slogan, "Today's meal QR", the instruction "Scan at the counter", and a request to return the card to the branch office if found |
- The ID number on the card is also your referral code. You don't need a separate code to refer a friend.
- The QR code does not change every day. Scanning the same code shows that day's bookings.
2 Where to find your card
After signing in to the website, you can open the card from three places:
- Click the QR icon in the top bar. The "My food card" window opens.
- Click the "My food card" button on your dashboard.
- Click the "Food card" button at the top of your Profile page. The card opens on its own page.
If you use the FoodExL mobile app, the app shows the same card and the same QR.
| Button | What it does |
|---|---|
| Prints only the front and back of the card | |
| Download | Downloads a PDF at real card size (54 × 85.6 mm): the front on page one, the back on page two |
| Share | On a phone, sends the card PDF to another app; where that isn't possible, copies the card's link. Opening the link requires signing in. |
3 Getting your card ready the first time
- On your Profile page, upload a clear, recent photo of yourself. Counter staff use it to recognise you when they scan.
- Check that your name, mobile number, email and address are correct. When you change your profile, the card updates by itself; there is nothing to re-apply for.
- Decide how you will show the card: on your phone screen or printed.
Printing tips: print on thick paper at 100% (Actual size) and laminate it if you can. Keep the QR area free of folds, marks and tears. If the QR gets damaged, you can download and print the card again at any time.
4 Collecting a meal at the counter (pickup)
- Book in advance. Choose your meal from the menu and select "Pickup". Booking for each meal period (breakfast, lunch, dinner) closes a set time beforehand, usually 2 hours before the period starts. Your branch may use a different time, so go by the time shown on the menu.
- Pay. By wallet, bill (credit) or online, whichever your branch offers. If your wallet balance is not enough, a wallet booking will not go through.
- Go to your own branch's counter during the meal period of the booking (a meal period that runs past midnight lasts until it ends).
- Show your Food Card QR, on your phone or on the printed card. On a phone, turn the screen brightness up.
- The staff member scans the code with the FoodExL scanner. Their screen shows your photo, name, ID and all of today's bookings.
- When the staff member presses "Hand over", the meal is given to you. The system records the time and which staff member handed it over, and the booking becomes "Completed".
- Before leaving the counter, check that the food and quantity match your booking. If they don't, tell the staff member straight away.
| What staff see after scanning | Why |
|---|---|
| Your photo, name and ID | To make sure the card really is yours |
| Today's bookings: booking number, meal period, meal, quantity, amount, delivery type, status | To hand over the right meal in the right quantity |
| Wallet balance, total due, credit limit and account status ("Clear to collect" or "On hold") | To see whether anything is holding the account back |
If a booking has several of the same meal, the whole booking is handed over together. If you have bookings for more than one meal period on the same day, each is handed over separately, in its own period.
5 When a meal cannot be handed over at the counter
| Situation | What to do |
|---|---|
| No meal is booked for today | Book first. Once booking has closed, that period's meal can no longer be collected. |
| The booking is for another day | Meals are handed over only during their own meal period (until it ends, even past midnight), not before or after. |
| The meal was already handed over | A meal is never handed over twice, and the screen shows when it was given. If you didn't receive it, tell the branch manager right away. |
| The meal was marked "not collected" | The booking closed because it wasn't collected in time (see section 7). |
| The booking was cancelled | Cancelled bookings are not handed over. |
| Pickup service is off at the branch | Contact the branch office. The booking will be cancelled and refunded, or moved to home delivery. |
| The account is suspended | Contact the branch office. |
| Dues are over the credit limit | Pay your dues. Only a branch manager or a senior officer can allow a hand-over as an exception, and that is recorded in the system too. |
| The card is shown at another branch | The Food Card works only at your own branch, because bookings are made at your own branch too. |
6 Home delivery
- The Food Card is not scanned for home delivery. The card is for pickup at the counter.
- If your branch has delivery confirmation turned on, the rider may ask you for the 4-digit code (OTP) you received by SMS, or the QR for that delivery shown on your booking page. Give this code only to the rider, and only when you receive the delivery.
- In some cases the rider may take a photo as proof of delivery.
7 Cancellations, refunds and uncollected meals
| Situation | Rule |
|---|---|
| You cancel a booking yourself | You can cancel from "My bookings" until that meal's order cut-off. Everything you paid, platform charge included, comes back automatically: wallet money to the wallet, a billed meal off the bill. After the cut-off the branch is already preparing the meal and it can no longer be cancelled. |
| The canteen or branch cancels | Everything you paid, including the platform charge, is refunded automatically. |
| A pickup meal is not collected in time | Once the meal period has ended and a set grace time has passed (usually 1 hour, which may differ by branch), the booking is marked "not collected". The full price is charged, nothing is refunded, and the meal can no longer be collected. You are told by notification or SMS. |
| Something was wrong with a meal you had | Not received, wrong, short or poor quality: open the booking and use "Report a problem" within 24 hours after the meal period ends. The branch manager decides whether to give money back, and how much. |
| Bookings from a previous month | Bookings from a previous month cannot be cancelled or refunded. |
8 Wallet, bill and dues
- You can recharge your wallet by bKash, Nagad or any other method your branch offers, usually 10 to 50,000 in your branch's money per recharge. While one recharge request is pending, you cannot make another.
- Meals taken on your bill (credit) are added to your dues. Every account has a credit limit, set by the branch.
- If your dues go over the credit limit or the account is suspended, the counter shows your account as "On hold" and meals are not handed over. So pay your dues from the "Pay what you owe" page in the menu before going to the counter.
9 Security and responsibility
- Your card is personal. Don't send someone else to collect your meal with it, and don't use anyone else's card. A meal collected with your card counts as collected by you.
- Your card carries your mobile number, email, address and QR, so don't post a picture of it on social media or send it to people you don't know. Use the Share button only with people you trust.
- Copying a card, altering its QR or trying to collect meals in someone else's name breaks the FoodExL Terms and Conditions. It can lead to account suspension and, where needed, legal action.
- If you lose your card: tell the branch office without delay. You can download or print the card again from your account at any time. Keep in mind that the QR code stays with your account permanently, so keep your profile photo up to date; that way counter staff can check the photo and nobody else can collect your meal.
- If you find someone's card, hand it in at the branch office.
- If your meal was given to someone else by mistake, or a hand-over you didn't receive appears in your name, tell the branch manager the same day. The system records the time and the staff member for every hand-over, so it can be checked quickly.
10 If something goes wrong
| Problem | Solution |
|---|---|
| The QR won't scan | Turn up the screen brightness, open the card full-screen, and clean the screen or paper. If the printed card is damaged, download and print it again. |
| Wrong name, photo or details on the card | Fix them on your Profile page and the card updates by itself. If the branch name or address is wrong, tell the branch office. |
| The card won't open or you can't sign in | If you forgot your password, use "Forgotten your password?" on the sign-in page, or contact the branch office. |
| The counter shows "On hold" | Open "Pay what you owe" and pay your dues, or talk to the branch office. |
| Any other complaint | Use the website's Contact page or your branch office. The Terms and Conditions and the Privacy Policy explain how complaints are handled. |
11 Quick reminders
✔ Keep a clear photo and correct details on your profile.
✔ Book before booking closes.
✔ Show your card at your own branch's counter during the meal period of the booking.
✔ Meals not collected in time are charged in full.
✔ If you cancel yourself, request your refund from "My refund requests" before the meal period starts.
✔ Keep your dues within your credit limit.
✔ Don't give your card to anyone, and don't post pictures of it on social media.
✔ If you lose your card, tell the branch office straight away.
✔ Book before booking closes.
✔ Show your card at your own branch's counter during the meal period of the booking.
✔ Meals not collected in time are charged in full.
✔ If you cancel yourself, request your refund from "My refund requests" before the meal period starts.
✔ Keep your dues within your credit limit.
✔ Don't give your card to anyone, and don't post pictures of it on social media.
✔ If you lose your card, tell the branch office straight away.
This guide summarises and supplements the FoodExL Terms and Conditions and Privacy Policy; where they differ, the Terms published on the website apply. Some details, such as booking cut-off, grace time, payment methods and delivery confirmation, can vary by branch. This guide will be updated when the system changes.