Terms and conditions

Last updated: 6 October 2026 · Effective date: 6 October 2026

These documents are published in Bangla, English and Arabic. If the versions differ, the Bangla version prevails. For customers of our branches in Saudi Arabia, the Arabic version prevails.

These Terms are written in plain language so anyone can understand them. Please read them before using FoodExL.

1 Who we are

FoodExL is an online canteen and meal management service. Through it you can pre-book meals from your branch (canteen), collect them yourself or have them delivered, use a wallet, and pay your bills.

In Saudi Arabia, meals are sold by the branch you book from. It is the seller named on your invoice:

In these documents, "we", "our" or "FoodExL" means the company above and its branches. "You" means the customer using the service.

2 Accepting these terms

• By creating an account or using the service, you accept these Terms, the Privacy Policy and the Cookie Use policy. We record when you gave your consent at registration.
• If you do not agree, please do not use the service.
• These Terms are governed by the laws of Bangladesh. If any term conflicts with the law, the law prevails and the remaining terms stay in force.

3 Who can open an account

• Anyone aged 18 or over may open an account in their own name.
• Anyone under 18 (for example a madrasa or school student) may use an account only with the consent of a parent or legal guardian, who takes responsibility for that account's transactions and information.
• You must give your correct name, mobile number and email. Accounts with false or someone else's details may be closed.
• One person should normally use one account.

4 Keeping your account secure

• Never share your password, two-step verification (2FA) code, delivery OTP or the QR code on your food card. FoodExL staff will never ask for your password or OTP.
• You are responsible for activity on your account — unless you have already told us someone else is using it.
• If you notice anything suspicious, change your password immediately and tell us. Changing your password signs you out of all other devices and the mobile app automatically.
• After repeated wrong passwords, sign-in may be paused for a short time for your protection.

5 Booking meals

• Each branch sets its own menu, prices, meal times (e.g. breakfast, lunch), holidays, how many days ahead you must book, and its order cut-off - the time before each meal starts when its orders close. What the app shows applies. A booking keeps the meal times, order cut-off and no-show grace time in force when you made it; later changes apply to new bookings only.
• You can book for one day or for many days at once (weekly/monthly plans), as far ahead as the branch allows (usually 90 days). A meal whose order cut-off has passed can no longer be booked. So that others can book too, one customer may hold only a limited number of portions of the same meal on a day (shown in the app; currently 10).
• A booking is final once the branch confirms it. A booking the branch has not confirmed by the time the meal period starts is cancelled and you get everything back.
• A branch may cancel a booking if the meal runs out, a daily limit is reached, or for reasons beyond its control. If the branch closes on a day you booked (for example a holiday) or stops serving that meal period, your booking is cancelled. In every such case you get a full refund under section 9 and are told.
• Your food card carries a QR code. Show it at your own branch's counter during the meal period of the booking - for a meal period that runs past midnight, until it ends - to collect that meal. See the Food Card usage rules.

6 Prices, VAT and other charges

• Prices are in the money of the country your branch is in — Bangladesh: Bangladeshi Taka (৳); Saudi Arabia: Saudi Riyal (ر.س). The full amount is shown clearly before you confirm a booking.
• The total may include: the meal price, Value Added Tax (VAT), the branch's service charge, a delivery charge (by delivery zone and distance) and FoodExL's platform charge. Each is listed separately on the invoice.
• Coupons and discounts apply to the meal price only, not to the platform charge.
• VAT and taxes are charged under the Value Added Tax and Supplementary Duty Act, 2012. If prices change after you book, the price of your confirmed booking does not change.
• An electronic invoice is issued for every completed meal, which you can download or print.

7 Ways to pay

The terms of any online payment provider you use also apply to you. Payment transactions are handled in line with the Payment and Settlement Systems Act, 2024 and Bangladesh Bank directives.

8 Wallet

• The FoodExL wallet is a prepaid balance for buying meals on FoodExL only. It is not a bank account, earns no interest or profit, and cannot be spent elsewhere or transferred to anyone else.
• The minimum and maximum recharge are shown in the app (currently 10 to 50,000 in your branch's money); FoodExL may change these limits from time to time.
• You can set a recharge reminder: when your balance falls below an amount you choose, we remind you to recharge. Nothing is taken from you automatically. You can turn it off at any time.
• You can see every credit and debit to your wallet in the app.
• Taking money out: you can withdraw your wallet balance at any time from "Withdraw from wallet". FoodExL sends it by bKash (in Bangladesh) or bank transfer within 10 working days. The amount leaves your wallet as soon as you ask, and comes back if you cancel the request before it is paid or if we refuse it (we tell you why). Anything you owe on your bill is kept back first. If you close your account, withdraw your balance first.
• Referral or promotional bonus credit cannot be withdrawn as cash; it can only be used to buy meals. When you spend from your wallet, the bonus is used first.

9 Cancellations, no-shows and refunds

• A refund stays inside FoodExL: what was paid from your wallet goes back to your wallet; the rest is taken off your bill dues, and anything left over (for example when you owe nothing) is added to your wallet. From there you can withdraw it (section 8).
• Under the Digital Commerce Operation Guidelines, 2021: if we fail to provide the service through our fault, we refund within 10 working days; if supply becomes impossible for unforeseen reasons, we inform you within 48 hours and refund within the next 72 hours. Any cost of making the refund is borne by us.
• A refund never exceeds what you paid for that booking. When a refund is not for a whole cancelled booking, the platform charge is not refunded.

10 Delivery and collection

• Self-collection: collect your meal at your own branch's counter or pickup point during the meal period of the booking, by showing your food card's QR code. A meal is handed over only once, and the time and staff member are recorded.
• Home delivery: where available, a rider brings your meal. You are responsible for giving a correct address, receiver name and phone number.
• During delivery you can see the rider's current location in the app. At handover, an OTP/QR check and a proof-of-delivery photo may be taken.
• If delivery fails - a wrong address, a switched-off phone or no one being present to receive it - the rider records where they were and calls you or takes a photo. Section 9 says when you are charged and when you get your money back.
• Weather, traffic or unavoidable causes may delay delivery; we will try to keep you informed.

11 Food quality, safety and allergies

• Every branch must prepare and serve food in line with the Food Safety Act, 2013, the directions of the Bangladesh Food Safety Authority, and the principles of international food hygiene (Codex Alimentarius).
• Meal descriptions try to show allergens (e.g. nuts, milk, egg, gluten) and dietary information. However, many ingredients are used in the same kitchen, so cross-contact is possible. If you have a serious allergy, speak to the branch before booking.
• Please eat your meal soon after receiving it. We are not responsible for the quality of food left out for a long time.
• If you find adulterated, spoiled or unsafe food, tell us immediately. You may also complain to the Bangladesh Food Safety Authority or the Directorate of National Consumer Rights Protection.

12 Coupons, referrals and promotions

• Each coupon may have an expiry date, a minimum order, a total usage limit and a per-customer limit. A coupon with an expiry date works only for meals served on or before that date.
• When you refer a friend, your bonus is added to your wallet after that friend's first meal is completed and paid for.
• Fake accounts, self-referral or coupon abuse may lead to cancelled bonuses and a suspended account.
• You can turn off promotional messages (SMS/email/notifications) at any time in your profile. Essential booking and billing messages cannot be turned off.

13 Reviews, chat and your content

• You may review only meals you have eaten. Reviews must be honest and polite.
• Do not post obscene, hateful, false or defamatory content, or anyone else's personal information. We may remove such content.
• By posting a review, you allow us to use it to improve the service and to show it to other customers.

14 What you must not do

• Use another person's account, food card, QR code or payment method without permission.
• Hack the system, cause damage while "testing" for weaknesses, scrape data with automated tools, or overload the service.
• Use the service for fake payments, fraud, money laundering or any other unlawful purpose.
• Abuse or harass staff, riders or other customers.

Such acts may be offences under the cyber security laws in force, the Information and Communication Technology Act, 2006 and the Money Laundering Prevention Act, 2012.

15 Suspension and closure

• We may suspend or close an account for breach of these Terms, suspected fraud or a legal requirement. Where possible, we will tell you why.
• You may ask us to close your account at any time. Any outstanding credit bill must be paid first, and any wallet balance withdrawn (section 8).
• After closure, information the law requires us to keep (such as invoices and transaction records) is retained for the required period. See the Privacy Policy.

16 Intellectual property

The FoodExL name, logo, the "My Food Friend" slogan, and the design, text and software of the app and website belong to us. Beyond personal use, they may not be copied, modified or used commercially without permission.

17 Limits of liability

• We do our best to keep the service available and accurate, but maintenance, internet or power outages, or problems with payment or SMS providers may occasionally disrupt it.
• For any booking, our liability is generally limited to the amount you paid for that booking.
• This limit does not reduce your legal rights under the Consumer Rights Protection Act, 2009 and the Food Safety Act, 2013. We cannot exclude liability that the law places on us for harm caused by our negligence or unsafe food.

18 Events beyond our control

Failure to provide the service because of events beyond our control — natural disasters, floods, epidemics, government restrictions, hartals, or prolonged power or internet outages — is not a breach of these Terms. In such cases, meals paid for but not provided are refunded under section 9.

19 Complaints and disputes

1. Tell us first: through in-app support/chat, the contact page. We aim to respond within 7 working days.
2. If you are not satisfied, you may complain to the Directorate of National Consumer Rights Protection (hotline 16121), or where relevant the Bangladesh Food Safety Authority.
3. If both parties agree, a dispute may be settled by arbitration under the Arbitration Act, 2001.
4. These Terms are governed by the laws of Bangladesh. Jurisdiction: the competent courts of Bangladesh.

20 Changes to these Terms

We may update these Terms when needed. For important changes we will notify you by app notification, email or SMS at least 7 days before they take effect. Continuing to use the service after that means you accept the updated Terms.

21 Laws and standards followed

Consumer Rights Protection Act, 2009 · Food Safety Act, 2013 and related regulations · Digital Commerce Operation Guidelines, 2021 (as amended) · personal data protection law · cyber security laws in force · Information and Communication Technology Act, 2006 · Contract Act, 1872 · Sale of Goods Act, 1930 · Evidence Act, 1872 · Value Added Tax and Supplementary Duty Act, 2012 · Payment and Settlement Systems Act, 2024 · Money Laundering Prevention Act, 2012 · Children Act, 2013 · Arbitration Act, 2001. International: UN Guidelines for Consumer Protection (UNGCP) · UNCITRAL Model Law on Electronic Commerce · Codex Alimentarius food hygiene principles.

22 Customers of our branches in Saudi Arabia

This section applies to every booking at a branch in the Kingdom of Saudi Arabia. Where it differs from the rest of these Terms, this section prevails for those bookings.

• Who sells to you. Meals are sold by the branch you book from, named with its commercial registration (CR) number, VAT number, address and contact in section 1. That branch issues your tax invoice, under the rules of the Zakat, Tax and Customs Authority (ZATCA).
• Prices. Prices are in Saudi riyals (SAR) and are shown including 15% VAT. VAT is charged on the whole amount you pay, delivery and platform charges included, and each charge is listed on the invoice.
• Food information. Menus show calories per serving, the salt symbol on meals with more than 5 g of salt, the caffeine in drinks, and allergens, as the Saudi Food and Drug Authority (SFDA) requires. Tell the branch about any allergy before you order.
• Cancelling and refunds. A meal is prepared for a set date and cannot be returned once prepared, served or collected. You can cancel under section 9 until the meal's order cut-off and your money comes back automatically; after a meal you can report a problem within 24 hours (section 9); if the branch cannot provide a meal you paid for, you get your money back in full. Section 9's reference to Bangladesh's Digital Commerce Operation Guidelines does not apply. Nothing in these Terms takes away a right the E-Commerce Law or Saudi consumer protection law gives you.
• Complaints. Tell us first (section 19). If you are not satisfied, you may complain to the Ministry of Commerce (unified number 1900, or the "Balagh Tijari" app), or, about food safety, to the SFDA (19999).
• Law and courts. For these bookings, these Terms are governed by the laws of the Kingdom of Saudi Arabia, and the competent courts of the Kingdom have jurisdiction. This replaces what sections 2 and 19 say about the law of another country.
• Language. For these customers, if the Arabic version of these Terms differs from another version, the Arabic version prevails.
• Laws followed in Saudi Arabia: the E-Commerce Law and its Implementing Regulations · the Personal Data Protection Law and its regulations · the Value Added Tax Law and ZATCA's e-invoicing rules · the Food Law and SFDA's labelling rules · the Anti-Commercial Fraud Law.