1 Acceptance of Terms

By accessing or using the Vansaa Cloud Kitchen website (vansaa.com), digital menu, or our mobile application available on Google Play, you agree to be bound by these Terms and Conditions. If you do not agree to these terms, please do not use our platforms or place orders through our services.

2 Service Description & Operating Hours

Vansaa is a cloud kitchen enterprise headquartered in Birtamode, Jhapa, Nepal, specializing in fresh artisan culinary dishes including handmade Momos, Royal Biryani, Stone-Baked Pizzas (8″, 10″, 12″), Chowmein, Sizzling Appetizers, Curries, and Refreshing Beverages.

3 Order Placement & Verification

When you submit an order through our digital web menu, WhatsApp checkout, or mobile app:

• You provide accurate, current, and complete delivery information (including contact phone number and landmark).
• Our dispatch team or automated WhatsApp gateway may call or message you to confirm order details before kitchen cooking begins.
• Vansaa Cloud Kitchen reserves the right to decline or cancel orders if the delivery address is outside our serviceable perimeter, if contact cannot be established, or due to ingredient shortages.

4 Pricing, Currency & Payment Terms

• Currency: All prices listed on our menu are in Nepalese Rupees (NPR / Rs.) inclusive of applicable standard kitchen preparation costs.
• Payment Methods: We accept Cash on Delivery (COD), Mobile Digital Wallets (eSewa, Khalti, IME Pay), and direct QR code payment upon delivery or checkout.
• Promotions: Promotional vouchers, discount codes, or flat discount deals (e.g., 15% OFF orders over Rs. 999) cannot be combined unless explicitly stated and are subject to availability.

5 Delivery Policy, Zones & ETA

We pride ourselves on delivering piping-hot food direct from our kitchen to your doorstep:

• Service Area: Birtamode, Jhapa city limits and immediate designated suburban routes.
• Estimated Delivery Time (ETA): Typically 30 to 45 minutes depending on kitchen order load, weather, and distance from our Birtamode kitchen hub.
• Customer Handover: Please ensure someone is available at the provided contact phone number to meet our delivery executive. If our rider is unable to reach you within 15 minutes of arriving, the order may be marked undelivered.

6 Order Cancellation & Refund Policy

Due to the perishable and custom-prepared nature of our culinary dishes:

• Cancellations: You may cancel an order free of charge strictly within 5 minutes of order placement by immediately calling our kitchen hotline at +977 9716973309. Once our chefs have commenced cooking, cancellations cannot be accepted.
• Discrepancies / Quality Issues: If you receive an incorrect item, damaged package, or defective dish, please photograph the item and message our WhatsApp support (+977 9716973309) within 30 minutes of delivery. We will promptly dispatch an instant replacement or issue a full credit refund.

7 Food Safety & Allergen Disclaimer

We maintain strict kitchen hygiene and prepare our dishes with fresh daily ingredients. However, our kitchen handles ingredients containing dairy, gluten, nuts, soy, eggs, and various spices:

• If you have severe food allergies or specific dietary restrictions, please write your requirements in the "Special Cooking Instructions" box during checkout or inform our staff via phone call prior to order preparation.

8 User Conduct & Platform Limitations

You agree not to submit fraudulent or prank orders, transmit malicious code, or attempt to reverse-engineer our software. Vansaa Cloud Kitchen shall not be held liable for indirect damages, unforeseen delivery delays due to severe storms, road closures, or force majeure events.

9 Intellectual Property

All trademarks, logos, dish imagery, software design, and digital menus are the exclusive intellectual property of Vansaa Cloud Kitchen. Unauthorized reproduction or commercial re-use is strictly prohibited.

10 Governing Law & Contact Details

These Terms and Conditions are governed by and construed in accordance with the laws of Nepal. Any disputes shall be subject to the exclusive jurisdiction of the competent courts in Jhapa District, Nepal.