Kinyo Terms of Service

1. About Kinyo

Kinyo is a food ordering and delivery platform that connects customers with independent restaurants and cloud kitchens operating on the platform.

Kinyo:

• does not prepare food,
• does not own restaurant inventory,
• and does not directly sell food products to customers.

Kinyo provides:

• marketplace access,
• ordering systems,
• website and storefront services for restaurants,
• POS and operational tools for restaurants,
• and delivery services where applicable.

2. Restaurant Responsibility

Restaurants and cloud kitchens operating on Kinyo are independently responsible for:

• food preparation,
• ingredient disclosures,
• food quality and hygiene,
• packaging,
• menu accuracy,
• pricing,
• order availability,
• and compliance with applicable laws and regulations.

Restaurants are solely responsible for the products and food they provide through the platform.

3. Delivery Responsibility

Orders may be delivered either:

• by the restaurant, or
• by Kinyo delivery services.

The delivery provider for each order may be identified during checkout, order confirmation, or delivery tracking. Responsibility for delivery handling rests with the identified delivery provider.

If Kinyo handles delivery, Kinyo is responsible for the handling of the order during transit only. If the restaurant handles delivery, the restaurant is responsible for delivery execution and handling.

Delivery times shown on the platform are estimates only and may vary depending on restaurant operations, traffic, weather conditions, rider availability, or other operational circumstances.

4. Orders and Confirmation

Orders placed through Kinyo are subject to restaurant acceptance and confirmation. Restaurants may reject or decline orders due to:

• item unavailability,
• operational limitations,
• service area restrictions,
• or other business-related reasons.

Customers are charged only after an order is confirmed. Order confirmation may be communicated through the platform, email, phone call, or other available communication methods.

5. Cancellations

Cancellation requests are primarily handled between the customer and the restaurant. Once a restaurant confirms and begins preparing an order, cancellation may not be possible depending on the restaurant’s policies and operational status.

Customers are encouraged to contact the restaurant directly regarding cancellation requests, modifications, or special order instructions. Kinyo may assist in facilitating communication where reasonably possible but does not guarantee cancellation approval or refund eligibility.

6. Incorrect, Missing, or Damaged Orders

If you receive an incorrect, missing, or damaged order, you should report the issue as soon as reasonably possible, preferably within 30 minutes of delivery. Photo evidence or supporting information may be requested during investigation.

Claims may be reviewed based on:

• delivery records,
• restaurant responses,
• order information,
• customer-provided evidence,
• and operational data.

Where packaging quality or handling responsibility is unclear, additional review may be required. False, misleading, abusive, or fraudulent claims may result in denial of refunds, restriction of service access, or account-related limitations where applicable.

7. Refunds and Disputes

Refund eligibility depends on the nature of the issue, restaurant policies, payment status, and investigation findings. Refunds may be considered for issues such as:

• missing items,
• incorrect items,
• damaged orders,
• or failed deliveries where applicable.

Refunds are not guaranteed for:

• change-of-mind requests,
• taste preferences,
• minor variations in presentation,
• or issues outside the control of Kinyo.

Kinyo may review and facilitate disputes, but does not guarantee specific outcomes or refunds. Kinyo reserves the right to determine appropriate resolutions based on available evidence, delivery data, platform records, and restaurant responses. Where applicable, refunds may be issued:

• to the original payment method,
• as platform credit,
• or through other reasonable resolution methods.

8. Pricing and Menu Information

Restaurants are responsible for:

• menu pricing,
• item descriptions,
• availability,
• and menu accuracy.

Kinyo does not guarantee that all menu information, images, or item availability will always remain accurate or up to date. In the event of technical errors, pricing mistakes, or unavailable items, orders may be adjusted, rejected, or cancelled by the restaurant.

9. User Conduct

You agree not to:

• place fraudulent or fake orders,
• misuse promotions or refunds,
• provide false information,
• disrupt platform operations,
• interfere with delivery procedures,
• or use Kinyo for unlawful activities.

Kinyo reserves the right to suspend, restrict, or deny access to users who violate these Terms or misuse the platform.

10. Age Requirement

You must be at least 18 years old to use Kinyo. If you are under 18, you may only use Kinyo under the involvement, supervision, and responsibility of a parent or legal guardian who agrees to these Terms on your behalf.

11. Platform Rights

Kinyo reserves the right to:

• pause or limit platform services,
• suspend or remove restaurant listings,
• restrict service areas,
• investigate misuse,
• and modify operational procedures where necessary.

Restaurants or listings may be suspended or removed for:

• violations of platform standards,
• safety concerns,
• operational abuse,
• legal compliance issues,
• or repeated customer disputes.

12. Service Availability

Kinyo does not guarantee uninterrupted platform availability, restaurant availability, or delivery performance. Service interruptions or delays may occur due to:

• technical issues,
• maintenance,
• internet outages,
• weather conditions,
• traffic,
• operational limitations,
• or third-party disruptions.

13. Limitation of Liability

To the maximum extent permitted by applicable law, Kinyo shall not be liable for:

• restaurant actions or omissions,
• food preparation issues,
• ingredient-related concerns,
• allergic reactions,
• restaurant hygiene standards,
• or indirect, incidental, or consequential damages.

Where Kinyo directly handles delivery, Kinyo’s responsibility is limited to delivery execution during transit. Any liability of Kinyo, where applicable, shall be limited to the amount paid for the affected order. Nothing in these Terms limits rights that cannot legally be excluded under applicable consumer protection laws.

14. Changes to Services or Terms

Kinyo may update, modify, suspend, or discontinue parts of the platform or these Terms at any time. Continued use of Kinyo after updates constitutes acceptance of the revised Terms.

15. Governing Law

These Terms shall be governed by the laws of Nepal.

16. Contact

For support, disputes, or inquiries:
Email: contact@kinyoapp.com