Terms of Service

These Terms of Service (the “Terms”) form a binding agreement between you and the operator of Mumfud (“Mumfud”, “we”, “us”) and govern your access to and use of the Mumfud website, applications and related services (together, the “Platform”).

By creating an account, browsing listings, placing an order, or publishing a listing you confirm that you have read, understood and accept these Terms. If you do not accept them, you must not use the Platform.

Additional market-specific documents (for example cook platform terms and food-safety acknowledgements) may apply to cooks. Where a market-specific document conflicts with these Terms on a point it expressly covers, the market-specific document prevails for that point.

• Customer — a user who browses, orders or receives meals through the Platform.
• Cook — a user approved to publish listings and prepare meals for Customers.
• Listing — a meal offered by a Cook, including its description, price, portions, allergen information and fulfilment options.
• Order — a Customer’s purchase of one or more portions of a Listing.
• Market — the country-level marketplace a Listing or Order belongs to, which determines currency, language, commercial rules and applicable law.
• Fulfilment — pickup by the Customer or delivery arranged by the Cook, as selected at checkout.

Mumfud operates a marketplace. We provide the technology that lets Cooks publish Listings and lets Customers discover, order and pay for them. We also provide payment facilitation, messaging, dispute tooling and support.

We are not the producer, seller, preparer, handler or supplier of any meal. The contract of sale for a meal is concluded directly between the Customer and the Cook. The Cook is solely responsible for the preparation, packaging, hygiene, labelling, composition, allergen accuracy and lawful sale of the food they offer.

We do not guarantee the availability, quality, safety or legality of Listings, nor the accuracy of user-generated content. We may, but are not obliged to, review, moderate, verify, suspend or remove content and accounts.

You must be at least 18 years old and legally capable of entering into a binding contract to use the Platform. Accounts are personal; you may not transfer or share account access.

You are responsible for keeping your credentials secure and for all activity under your account. You must give accurate registration information and keep it up to date. Notify us promptly of any unauthorised use.

Signing in through a third-party identity provider (for example Google) is subject to that provider’s own terms. Where the email address matches an existing account, the identity is linked to that account rather than creating a duplicate.

The Platform operates separate Markets. Your active Market is resolved from your explicit selection, your saved preference, a stored browsing preference, or a country/locale signal, in that order.

Listings, prices, currency, fees and commercial rules are specific to a Market. Prices are shown in that Market’s currency and are payable in that currency. Transactions across Markets are not supported: to order a meal offered in another Market, you must switch your browsing Market first.

Availability, delivery radius and fulfilment options vary by Cook and by Market and may change at any time.

A Listing is an invitation to order, not a binding offer. An Order becomes binding when payment is successfully confirmed and stock is allocated to you. Stock is deducted only on confirmed payment; placing an unpaid Order does not reserve portions.

After payment, an Order enters an initiation window. If the Cook does not act within that window, the Order is automatically confirmed. You will see the current state of your Order and its fulfilment progress in your Orders page.

You must provide accurate pickup or delivery details. If you are unreachable, absent at the agreed time, or provide an incorrect address, the Order may be treated as fulfilled and no refund will be due.

All payments are processed by our payment provider. We do not accept cash and do not store full payment card details. By paying you accept the payment provider’s terms in addition to these Terms.

Prices displayed include any taxes indicated at checkout and, where applicable, a separately shown delivery fee and platform fee. The total charged is the total shown at checkout at the moment of payment; prices are validated server-side and any client-side alteration is rejected.

We collect payment on behalf of the Cook. Amounts owed to Cooks are settled according to the payout schedule and rules of their Market, less applicable fees, reversals, chargebacks and adjustments.

Because meals are prepared to order and are perishable, the statutory right of withdrawal for distance contracts does not apply once preparation has begun, to the extent permitted by applicable law.

Customers may cancel:

• at any time while an Order is awaiting payment; or
• after payment, while the Order is still in its initiation state and within the cancellation window shown on the Order.

Eligible cancellations are refunded to the original payment method. Refunds are initiated immediately; if the payment provider declines, the refund is retried automatically before manual review. Settlement times depend on your bank.

Cooks may not cancel confirmed Orders. In exceptional cases (illness, safety issues, force majeure) an administrator may cancel an Order and issue a full refund.

If a meal is not delivered, is materially different from its description, or is unsafe, contact support promptly with evidence. We may refund, partially refund, or decline based on the evidence available.

Each Listing states whether pickup, delivery, or both are offered. Delivery is only available where the Cook has a verified delivery origin and your address falls within the stated delivery radius.

Times shown are estimates, not guarantees. Risk in the meal passes to the Customer on handover at pickup or at the delivery address. Food is perishable: it must be consumed promptly and stored appropriately after handover.

Where delivery is performed by the Cook or a third party engaged by the Cook, that party is responsible for the delivery. Mumfud does not operate a delivery fleet.

Meals are prepared in private home kitchens that may handle allergens including cereals containing gluten, crustaceans, eggs, fish, peanuts, soy, milk, nuts, celery, mustard, sesame, sulphites, lupin and molluscs. Cross-contamination cannot be excluded.

Allergen, ingredient and dietary information is supplied by the Cook. If you have a food allergy, intolerance or medical dietary requirement, you are responsible for checking with the Cook before ordering and for deciding whether to order at all.

Cooks warrant that they comply with all applicable food hygiene, registration, labelling, and consumer-information requirements in their Market and that all information they provide is accurate and not misleading.

By operating as a Cook you agree that:

• you act as an independent trader, not an employee, agent, partner or joint venturer of Mumfud;
• you are solely responsible for your own registrations, permits, insurance, tax declarations and social contributions;
• you will honour every confirmed Order, keep stock and availability accurate, and fulfil within the stated window;
• you will accept the compliance documents applicable to your Market, and re-accept them when new versions are issued;
• listing limits may apply until your kitchen is verified, and unverified accounts are subject to a published-listing cap per calendar month;
• you grant us a non-exclusive, worldwide, royalty-free licence to host, display and promote your listing content on and for the Platform;
• you will not solicit Customers to transact off-Platform in order to avoid fees.

We may suspend, restrict, unverify or remove a Cook account where we reasonably believe there is a risk to Customers, a breach of these Terms, or a legal requirement to do so.

You must not:

• use the Platform for anything unlawful, fraudulent, or harmful;
• sell alcohol, tobacco, controlled substances, or any item you are not licensed to sell;
• post false, defamatory, discriminatory, harassing or infringing content;
• manipulate reviews, ratings, pricing, stock, or attempt to interfere with our fee calculations;
• scrape, reverse engineer, overload, probe or circumvent the security of the Platform;
• impersonate another person or misrepresent your affiliation.

Customers may message a Cook about a Listing before ordering and about an Order after placing it. Messaging is provided for order-related communication only and is subject to rate limits to prevent abuse. We may review message content where necessary to investigate a report, resolve a dispute, or comply with law.

Only a Customer with a completed Order may review that Order, once. Reviews are published as written and cannot be edited afterwards. We may remove reviews that breach these Terms, but we do not remove reviews merely because they are negative.

The Platform, its software, design, trademarks and content (other than user-generated content) belong to us or our licensors. You receive a limited, revocable, non-exclusive, non-transferable licence to use the Platform for its intended purpose. You retain ownership of content you upload and are responsible for having the rights to it.

Our handling of personal data is described in our Privacy Policy, which forms part of these Terms. Placing an Order necessarily shares the information needed to fulfil it (such as your name, contact details and, for delivery, your address) with the relevant Cook.

The Platform is provided on an “as is” and “as available” basis. We do not warrant uninterrupted or error-free operation. We may add, modify, suspend or discontinue features, Markets or the Platform itself, and may perform maintenance, with or without notice where circumstances require.

Nothing in these Terms limits liability that cannot lawfully be limited, including liability for death or personal injury caused by negligence, for fraud, or any non-excludable statutory consumer rights.

Subject to that, we are not liable for the acts or omissions of Cooks or Customers, for the quality or safety of meals, or for indirect, incidental, special or consequential loss, loss of profit, loss of data, or loss of goodwill.

Our aggregate liability arising out of or in connection with an Order is limited to the amount you paid for that Order. Our aggregate liability otherwise arising in any twelve month period is limited to the greater of the total fees you paid us in that period and a nominal amount equivalent to one average Order value in your Market.

You agree to indemnify and hold us harmless against claims, damages, penalties and reasonable costs arising from your breach of these Terms, your violation of law, or — if you are a Cook — from meals you prepared, sold or delivered through the Platform.

You may close your account at any time. Closure does not cancel Orders already confirmed or affect amounts already due.

We may suspend or terminate your access immediately where we reasonably believe you have breached these Terms, created risk or legal exposure, or where required by law. Where proportionate, we will give notice and an opportunity to remedy.

Sections that by their nature should survive termination (including liability, indemnity, governing law and dispute resolution) continue to apply.

Please raise complaints with us first through in-app support so we can investigate. Most issues are resolved through our order dispute and refund process.

Consumers in the EU/EEA may also refer a dispute to their national out-of-court dispute resolution body. Consumers in Sweden may refer disputes to the Swedish National Board for Consumer Disputes (ARN). These rights are in addition to, and not limited by, these Terms.

Consumers in Pakistan may use any complaint, consumer-protection or court process available under applicable federal or provincial law. Because the available forum may depend on your location and the nature of the dispute, we do not designate a single national out-of-court body as the authority for every Pakistan complaint.

These Terms and any non-contractual obligations arising from them are governed by the law of the Market in which your Order was placed or your account operates: Swedish law for the Sweden Market, and the laws of the Islamic Republic of Pakistan for the Pakistan Market.

Disputes are subject to the exclusive jurisdiction of the competent courts of that Market. If you are a consumer, you keep the benefit of any mandatory protections and court venues available to you under the law of your country of residence.

Changes. We may update these Terms. Material changes will be notified in the Platform and take effect on the stated date; continued use after that date is acceptance. The version and effective date at the top of this page are authoritative.

Severability. If any provision is held invalid, the remainder stays in force.

No waiver. A delay in enforcing a right is not a waiver of it.

Assignment. You may not assign these Terms. We may assign them as part of a reorganisation or transfer of business.

Entire agreement. These Terms, the Privacy Policy and any market-specific compliance documents form the entire agreement between us on their subject matter.

For questions about these Terms, an Order, or a complaint, contact us through in-app support from your dashboard. We aim to acknowledge every enquiry and to respond substantively as quickly as we reasonably can.