Last updated: 15 September 2026
Welcome to Hassa Food (“Hassa”, “we”, “us”). These Terms and Conditions explain how you may use our website, mobile apps, and food ordering services. By creating an account or placing an order, you agree to these terms.
1. Who we are
Hassa Food is an online food ordering and delivery platform that connects customers with restaurants and delivery partners. We are not the restaurant that prepares your food unless we clearly say so.
2. Using Hassa
- You must provide accurate name, phone number, email, and delivery address.
- You are responsible for keeping your login details safe.
- You must be legally able to enter into a contract (or use the app with a parent/guardian’s permission where required).
- Do not misuse the app, attempt unauthorized access, or place fraudulent orders.
3. Orders and pricing
- When you place an order, you offer to buy the selected items from the restaurant through Hassa.
- Prices, delivery fees, taxes, discounts, and promotions are shown before you confirm payment.
- Currency is shown in the app (currently Rs / PKR).
- Restaurants set menu availability and preparation times. Item availability can change after you order.
- An order is confirmed only after successful payment authorization (for paid methods) and restaurant acceptance where required.
4. Delivery
- Delivery times are estimates and depend on restaurant prep time, distance, traffic, weather, and rider availability.
- Please keep your phone reachable and provide clear delivery instructions.
- If you are unavailable at the delivery address, the order may be delayed, returned, or marked delivered according to our delivery rules.
- Risk for the food generally transfers to you when it is handed over at the delivery location.
5. Cancellations
- You may cancel an order only while it is still pending / before the restaurant has started preparing it, subject to in-app rules.
- Once the restaurant accepts or starts preparing the order, cancellation may not be possible.
- Hassa or the restaurant may cancel an order due to unavailability, payment issues, unsafe delivery conditions, or suspected fraud.
6. Refunds and complaints
- If an item is missing, incorrect, spoiled, or not delivered, contact Hassa Support from the app as soon as possible with your order ID.
- Refunds, replacements, or credits are decided case by case based on restaurant confirmation and delivery evidence.
- Approved refunds are usually returned to the original payment method within a few business days, depending on your bank or wallet.
7. Payments
- Supported methods may include cash on delivery and online/digital payments, depending on your area.
- You authorize Hassa and its payment partners to process charges for your orders, including delivery fees and tips where applicable.
8. Promotions and loyalty
Coupons, discounts, and loyalty rewards have their own rules (validity dates, minimum order, restaurant limits). Hassa may change or withdraw promotions without notice if misused.
9. Restaurants and delivery partners
Restaurants are independent businesses responsible for food quality, hygiene, and preparation. Delivery partners are responsible for safe transport. Hassa provides the platform and customer support for disputes.
10. Account suspension
We may suspend or close accounts that abuse the service, submit fake reviews/orders, harass staff or riders, or break these terms or the law.
11. Liability
To the fullest extent allowed by law, Hassa is not liable for delays outside our reasonable control, restaurant food quality issues beyond our platform role, or indirect/consequential losses. Nothing in these terms removes rights you have under applicable consumer law.
12. Changes to these terms
We may update these Terms and Conditions from time to time. The latest version will always be available in the app. Continued use after changes means you accept the updated terms.
13. Contact
For help with orders or these terms, use Help & Support in the app, or email info@hassa.pk.