Terms of Service

1. The service

Rapid Eats lets a restaurant take orders through a WhatsApp ordering bot, a branded ordering website and, on applicable plans, branded Android and iOS apps; accept payment inside WhatsApp with a secure RapidGateway link (Raast, JazzCash, Easypaisa, cards) or cash on delivery; dispatch and track its own riders; run loyalty and WhatsApp broadcasts; and view and export settlement and reconciliation data. Features vary by plan as described on the pricing page.

POS and KDS features are described as "coming soon" and are not part of the service until we release them and say so in writing.

2. Eligibility and accounts

You must be a business operating in Pakistan, and the person accepting these terms must be authorised to bind it. You will give us accurate business, contact and tax details (including NTN where applicable) and keep them current. You are responsible for everyone who uses your account, for keeping credentials confidential and for telling us promptly if you suspect unauthorised access.

The WhatsApp number used for your ordering bot must belong to your business. Enabling it requires Meta’s verification of your business, which we help with but cannot guarantee.

3. Plans, fees and billing

Subscription fees for each plan are stated in Pakistani Rupees on the pricing page or in your order form. Starter and Growth plans are billed monthly in advance; Chain plans are billed as set out in your agreement. Fees exclude applicable sales tax on services, which is added at the rate required by the relevant provincial or federal authority.

Rapid Eats charges no commission and no per-order fee on orders taken through the service. Standard RapidGateway payment rates apply to online payments under the RapidGateway Merchant Agreement and are shown on your settlement statements.

Plan limits (branches, orders per month) are stated on the pricing page. If you exceed them we will contact you to move to a suitable plan; we will not stop your orders without notice.

We may change subscription fees with at least 30 days’ notice by email to the account owner. The new fee applies from your next billing period after the notice period. If you do not accept it you may cancel before it takes effect.

Unpaid invoices more than 14 days overdue may result in suspension under section 11 after a written reminder.

4. Payments and settlement by RapidGateway

Online payments from your customers are collected by RapidGateway and settled to the bank account you designate, under the RapidGateway Merchant Agreement. Rapid Eats itself does not hold customer funds. Settlement timing, payment rates, reserves, chargeback handling and refund mechanics are governed by that agreement, not by these terms.

You are responsible for refunds to your customers for cancelled or unsatisfactory orders. Refunds of online payments are initiated from the dashboard and processed by RapidGateway; refunds of cash-on-delivery orders are handled by you directly.

Cash collected by your riders is your money and your responsibility. The rider app records collections to help you reconcile; it does not make Rapid Eats responsible for cash shortfalls.

5. Your obligations as a merchant

You agree to:

• Keep your menu, prices, availability, delivery zones and hours accurate, and honour the prices shown to customers at the time of order
• Hold and comply with all licences and food safety, hygiene, labelling and consumer protection requirements that apply to your business
• Prepare and deliver (or hand over) every accepted order, and cancel promptly with a reason when you cannot
• Comply with the WhatsApp Business Messaging Policy and Commerce Policy and Meta’s terms for the WhatsApp Business Platform
• Send marketing broadcasts only to customers who have opted in, using approved message templates, and honour opt-outs immediately
• Handle your customers’ personal data lawfully and in line with our Privacy Policy, and give them a way to reach you about their orders and data
• Pay your riders and comply with employment, tax and road safety laws that apply to them

6. Acceptable use

You must not use Rapid Eats to:

• Sell anything illegal in Pakistan, or anything prohibited by Meta’s Commerce Policy or by RapidGateway’s Merchant Agreement
• Send unsolicited messages, spam, or messages unrelated to orders to customers who have not opted in
• Mislead customers about prices, delivery times, ingredients or the identity of your business
• Interfere with the service, attempt to access other merchants’ data, or reverse-engineer the platform
• Upload content that infringes someone else’s rights or that is defamatory, obscene or unlawful
• Use the service for money laundering or to structure transactions to evade tax or reporting obligations

We may remove content or suspend accounts that breach this section under section 11.

7. WhatsApp Business Platform

Your ordering bot runs on Meta’s WhatsApp Business Platform. Meta sets message template approval, conversation pricing, quality ratings and messaging limits, and may restrict or disable a number that breaches its policies. We will tell you promptly if Meta acts against your number and help you resolve it, but we do not control Meta’s decisions and are not liable for them.

Conversation-based charges levied by Meta, if any, are passed through at cost or included in your plan as stated on the pricing page.

8. Customer data and privacy

Data about your customers (names, numbers, addresses, orders) is yours. We process it on your instructions to run the service, as described in our Privacy Policy, and we do not use it to market to your customers on our own behalf or share it with other merchants.

You can export your menu, customers and order history from the dashboard at any time and for 30 days after termination. After that period we delete it, except records we must keep for legal or financial purposes.

9. Intellectual property

The Rapid Eats platform, software, designs and documentation belong to RapidGateway and its licensors. You receive a non-exclusive, non-transferable right to use them for your business while your subscription is active.

Your name, logo, menu, photos and other content remain yours. You grant us a licence to host, display and transmit them to run the service — for example to show your menu in WhatsApp and on your storefront — and, with your written permission, to name you as a customer.

10. Availability, support and changes

We aim for the platform to be available 99.5% of the time each calendar month, excluding scheduled maintenance announced at least 24 hours in advance and outages caused by WhatsApp, telecom networks, banks, wallet providers or your own connectivity. Chain plans carry an SLA with service credits set out in the Chain agreement.

Support is available on WhatsApp and email during the hours published on the contact page; priority support and account management apply on the plans that include them.

We improve the service continuously and may add, change or retire features. We will give at least 30 days’ notice before retiring a feature that materially affects how you take orders or get paid.

11. Suspension and termination

You may cancel a monthly plan at any time from the dashboard or by email; the service continues until the end of the paid period and no refund is due for the remainder. Chain agreements end as set out in their own terms.

We may suspend or terminate your account, after written notice where practicable, if you breach these terms, fail to pay, use the service in a way that harms customers, other merchants or the platform, or if Meta or RapidGateway restricts the underlying services. We will reinstate a suspended account once the cause is fixed.

On termination your storefront and bot stop taking orders, settlement of completed online payments continues under the RapidGateway Merchant Agreement, and you can export your data for 30 days under section 8.

12. Disclaimers

The service is provided as described in these terms and the documentation. Except as expressly stated, we make no other warranty, including about fitness for a particular purpose or uninterrupted operation. We do not guarantee any volume of orders, customer behaviour, or the actions of WhatsApp, banks, wallet providers or telecom networks.

13. Limitation of liability

To the extent permitted by law, our total liability to you for all claims arising out of the service in any 12-month period is limited to the subscription fees you paid to Rapid Eats in the 3 months before the event giving rise to the claim.

We are not liable for indirect or consequential loss, lost profits, lost orders or lost data, except where caused by our fraud or wilful misconduct. Nothing in these terms limits liability that cannot be limited under Pakistani law. Liability for payment processing is governed by the RapidGateway Merchant Agreement.

14. Indemnity

You will indemnify RapidGateway against claims, fines and costs arising from your menu and content, your products and their preparation and delivery, your breach of these terms, Meta’s policies or applicable law, and your handling of customers’ personal data.

15. Changes to these terms

We may update these terms by posting the new version at rapideats.pk/terms and updating the date at the top. For changes that materially reduce your rights we will email the account owner at least 30 days in advance. Continuing to use the service after that date means you accept the new terms.

16. Governing law and disputes

These terms are governed by the laws of Pakistan. The courts of Karachi have exclusive jurisdiction over any dispute, subject to any arbitration clause in a Chain agreement. Before starting proceedings each party will try in good faith to resolve the dispute through discussion between senior representatives for at least 30 days.

17. General

These terms, the pricing page, your order form (if any), the Privacy Policy and the RapidGateway Merchant Agreement are the whole agreement between us about the service. If any part is unenforceable the rest still applies. You may not assign your account without our consent; we may assign these terms to an affiliate or a successor of the Rapid Eats business with notice to you. Notices to you go to the account owner’s email; notices to us go to hello@rapideats.pk.