Last updated: 23 March 2026
Effective date: 23 March 2026

This Online Ordering Policy applies to online order websites and checkout pages powered by ESOFT Technologies (Pvt) Ltd (“ESOFT”) for participating merchants (“Merchants”).

ESOFT is a software provider that enables Merchants to operate online ordering and payment features through ESOFT’s platform. ESOFT does not manufacture, sell, stock, prepare, ship, dispatch, deliver, exchange, return, refund, or cancel the Merchant’s products or services. All such matters are determined solely by the relevant Merchant and are subject to that Merchant’s own policies, operating procedures, and applicable law.

Customers place orders with the relevant Merchant, and the relevant Merchant is solely responsible for order acceptance, fulfilment, product availability, quality, accuracy of descriptions, pricing, delivery or collection, cancellations, returns, refunds, customer service, and complaint handling.

1. General Policy Position

1. Each Merchant must maintain and publish its own customer-facing policies relating to returns, refunds, cancellations, and shipping or delivery, where applicable.

2. ESOFT only provides the software platform and payment facilitation infrastructure for online ordering.

3. ESOFT bears no responsibility or liability for a Merchant’s return policy, refund policy, cancellation policy, shipping policy, delivery commitments, collection procedures, product quality, stock availability, or fulfilment performance.

4. Any customer request or dispute relating to a return, refund, cancellation, shipping, delivery, or collection must be directed to the relevant Merchant.

2. Return Policy

1. Returns of products purchased through a Merchant’s online order page are governed solely by the relevant Merchant’s return policy.

2. The applicable Merchant is solely responsible for deciding:

   • whether returns are accepted;

   • the conditions for return;

   • the timeframe for return requests;

   • the condition in which goods must be returned;

   • whether return shipping or handling charges apply; and

   • the process for inspection and approval of returned items.

3. ESOFT does not accept returns on behalf of any Merchant and will not process, receive, inspect, or approve returned goods.

3. Refund Policy

1. Refunds for orders placed through a Merchant’s online order page are governed solely by the relevant Merchant’s refund policy.

2. The applicable Merchant is solely responsible for deciding:

   • whether a refund will be granted;

   • whether a refund is full or partial;

   • the reasons for which refunds may be issued;

   • the timeframe for requesting a refund; and

   • the timing for approval and initiation of the refund.

3. Where a Merchant approves a refund, the refund may be processed back to the customer’s original payment method, subject to banking and payment network timelines.

4. ESOFT bears no responsibility for a Merchant’s decision to approve, reject, delay, or partially process a refund.

5. Bank, card network, gateway, or payment processing charges may be non-refundable unless the Merchant states otherwise in its own policy.

4. Cancellation Policy

1. Cancellations of orders placed through a Merchant’s online order page are governed solely by the relevant Merchant’s cancellation policy.

2. The applicable Merchant is solely responsible for deciding:

   • whether customers may cancel orders;

   • the time period during which cancellation is allowed;

   • whether cancellation is permitted after preparation, packing, dispatch, or confirmation;

   • whether cancellation charges apply; and

   • whether a cancellation results in a full refund, partial refund, or no refund.

3. ESOFT does not determine whether an order may be cancelled and bears no responsibility for cancellation disputes between customers and Merchants.

5. Shipping, Delivery, and Collection Details

1. Shipping, delivery, dispatch, and collection arrangements are governed solely by the relevant Merchant’s own fulfilment policy.

2. Depending on the Merchant’s business model, orders may be fulfilled by:

   • click and collect at the Merchant’s premises; or

   • local delivery or other fulfilment methods offered by the Merchant.

3. The applicable Merchant is solely responsible for:

   • delivery areas and availability;

   • delivery timelines and delays;

   • collection windows and pickup procedures;

   • shipping fees, delivery charges, or packaging charges;

   • proof of pickup or proof of delivery requirements;

   • product handling and handover; and

   • any failed, delayed, incorrect, or incomplete delivery or collection.

4. ESOFT does not ship, dispatch, store, or deliver goods and bears no responsibility for shipping losses, delivery delays, failed collections, or customer dissatisfaction relating to fulfilment.

6. Merchant Responsibility for Customer Communication

Each Merchant must clearly communicate its own:

• return policy;

• refund policy;

• cancellation policy; and

• shipping, delivery, or collection policy,

to customers before or at checkout, as applicable.

Each Merchant is responsible for ensuring that such policies are accurate, up to date, lawful, and consistent with the Merchant’s actual operations.

7. Customer Support and Disputes

1. All customer questions, complaints, and disputes relating to products, services, order fulfilment, returns, refunds, cancellations, shipping, delivery, and collection must be handled by the relevant Merchant.

2. ESOFT may, at its discretion, assist with technical issues relating to the operation of the software platform, but ESOFT is not responsible for resolving commercial or fulfilment disputes between customers and Merchants.

8. Limitation of ESOFT’s Role

For the avoidance of doubt:

• ESOFT is the software provider only.

• ESOFT does not act as the seller of record for the Merchant’s goods or services.

• ESOFT does not control or guarantee the Merchant’s inventory, pricing, order acceptance, preparation times, fulfilment, shipping, delivery, collection, return handling, cancellation handling, or refund decisions.

• All obligations owed to customers in relation to the sale and fulfilment of products or services are owed by the relevant Merchant, not by ESOFT.

9. Merchant-Specific Policies Prevail

Where a Merchant publishes its own return, refund, cancellation, shipping, or delivery policy, that Merchant policy will govern the customer’s order with that Merchant.

If a Merchant does not publish a policy on one or more of these matters, the Merchant remains solely responsible for handling the matter in accordance with its internal procedures and applicable law, and ESOFT will bear no responsibility.