Terms and Conditions

Welcome to Muqto.com - your scheduled online grocery supermarket. Muqto.com operates under the registered trade name Muqto Online Supermarket and provides access to its mobile application, website, and related digital platforms (collectively referred to as the “Platform”), subject to the Terms and Conditions set out on this page. By ordering any goods or services through this website, mobile application, phone, WhatsApp, or Facebook, you agree to comply with these Terms and Conditions along with our Privacy Policy. If you do not agree with these Terms, you should not use the Platform or our services in any capacity.

Please read the following Terms and Conditions carefully before placing any order.

1. Definitions

Unless otherwise stated, the following terms shall have the meanings set out below throughout these Terms and Conditions:

1.1 “User” refers to any individual or entity who accesses, browses, registers on, or uses the Muqto Platform, whether as a guest or registered account holder.

1.2 “Goods” means any and all grocery items, including but not limited to fresh produce, packaged food, household essentials, and related products listed for sale on the Platform.

1.3 “Services” includes, without limitation, the scheduling, delivery, order management, customer support, promotional offers, loyalty programs, and any other features or functionalities provided by Muqto via the Platform.

1.4 “Platform” refers collectively to Muqto’s website, mobile application, backend infrastructure, APIs, and official customer communication channels (including SMS, email, or in-app messages), through which Users interact with our Goods and Services.

1.5 “Grocery Delivery” means the sale and scheduled dispatch of perishable or non-perishable grocery Goods from Muqto’s operational hubs to the User’s provided delivery address via Muqto’s own delivery fleet or authorized representatives.

1.6 “Order” means a confirmed request by a User to purchase Goods or Services through the Platform, subject to these Terms.

1.7 “Business Day” means any day other than a public holiday, Friday, or government-declared closure day in Bangladesh.

2. General Information

2.1 Muqto Online Supermarket (“Muqto,” “we,” “us,” or “our”) is a registered company in Bangladesh, operating under applicable laws including but not limited to the Information and Communication Technology Act, 2006, and the Contract Act, 1872.

2.2 These Terms and Conditions (“Terms”), together with our Privacy Policy (available on the Platform), constitute a legally binding agreement between you (“User,” “you,” or “your”) and Muqto, governing your access to and use of our website, mobile application, and related services (collectively, the “Platform”).

2.3 By accessing or using the Platform, you confirm that you are at least 18 years of age, legally competent to enter into binding agreements, and are using the Platform for lawful purposes only.

2.4 You may be required to register for an account to access certain features of the Platform. You are responsible for maintaining the confidentiality of your login information and for all activities that occur under your account.

2.5 This Website may also contain links to other websites, which are not operated by Muqto, and Muqto has no control over the linked sites and accepts no responsibility for them or for any loss or damage that may arise from your use of them. Your use of the linked sites will be subject to the terms of use and service contained within each such site. 

2.7 In order to keep the Muqto Software / Application/ App up-to-date, we may offer automatic or manual updates at any time and without notice to you.

2.8 You may not, and you will not encourage, assist or authorize any other person to copy, modify, reverse engineer, decompile or disassemble, or otherwise tamper with, the Muqto Software / Application/ App, whether in whole or in part or create any derivative works from or of the Muqto Software / Application/ App. Moreover, Do not use or launch any automated system or program in connection with our website or its online ordering functionality.

2.9 When you use the Muqto Software / Application/ App, you may also be using the services of one or more third parties, such as a wireless carrier or a mobile platform provider. Your use of these third-party services may be subject to the separate policies, terms of use, and fees of those third parties. 

2.10 Do not collect or harvest any personally identifiable information from the website, use communication systems provided by the website for any commercial solicitation purposes, solicit for any reason whatsoever any users of the website with respect to their submissions to the website, or publish or distribute any vouchers or codes in connection with the website, or scrape or hack the website.

2.11 Muqto reserves the right to modify these Terms and Conditions. Such modifications shall be effective immediately upon posting on Muqto.com. You are responsible for reviewing such modifications. Your continued access or use of Muqto.com shall be deemed your acceptance of the modified terms and conditions. 

2.12 The Terms and Conditions together with the Privacy Policy, any order form, and payment instructions constitute the entire agreement between you and us. No other terms whether expressed or implied shall form part of this Agreement. In the event of any conflict between these Terms and Conditions and any other term or provision on the Website, these Terms and Conditions shall prevail.

2.13 These Terms and Conditions and a contract (and all non-contractual obligations arising out of or connected to them) shall be governed and construed in accordance with Bangladesh Laws. Both we and you hereby submit to the non-exclusive jurisdiction of the Bangladesh Courts. All dealings, correspondence and contacts between us shall be made or conducted in the English language.

2.14 If any term or condition of our Agreement shall be deemed invalid, illegal, or unenforceable, the parties hereby agree that such term or condition shall be deemed to be deleted and the remainder of the Agreement shall continue in force without such term or condition.

3. Eligibility

3.1 Use of the Muqto Platform is available only to individuals who are at least 18 years of age and capable of entering into legally binding contracts under the laws of Bangladesh, including the Contract Act, 1872.

3.2 By accessing, registering with, or using the Platform, the User represents and warrants that they meet the above eligibility criteria.

3.3 If you are under 18 years of age, you may access the Platform only under the supervision of a parent or legal guardian who agrees to be bound by these Terms on your behalf.

3.4 Muqto reserves the right to deny or terminate access to the Platform if it discovers or has reasonable grounds to believe that the User is not eligible under this section.

3.5 Use of the Platform is void where prohibited by law.

4. Account Registration and Security

4.1 Browsing the Muqto Platform is permitted without registration; however, placing orders or accessing certain features requires creating an account using a valid Bangladeshi mobile number.

4.2 Users are solely responsible for maintaining the confidentiality and security of their account credentials, including usernames, passwords, and One-Time Passwords (OTP), and for all activities conducted through their accounts. Muqto.com will not be liable for any loss or damage arising from unauthorized access to a user's account.

4.3 Users must provide accurate, complete, and up-to-date registration information. Providing false, misleading, or incomplete information may lead to suspension, restriction, or termination of your account and access to the Platform.

4.4 Abusive conduct, including but not limited to creating multiple accounts to exploit promotional offers, fraudulent activity, or any behavior that violates these Terms or applicable laws, is strictly prohibited and may result in account suspension or permanent deactivation.

4.5 For enhanced security, Muqto may require OTP verification or other authentication methods during account login or transaction processes. Users are responsible for securing their devices and OTPs against unauthorized use.

4.6 Muqto reserves the right to suspend or terminate accounts where suspicious or unauthorized activity is detected, at its sole discretion.

5. Ordering and Contracts

5.1 Placing an order on the Muqto Platform constitutes an offer by you to purchase the Goods and/or Services. A binding contract is formed only when the ordered items are successfully delivered to the designated delivery address.

5.2 You may cancel an order prior to dispatch. For prepaid orders, refunds will be processed in accordance with our Refund Policy.

5.3 Order confirmation messages, acknowledgments, or receipts signify receipt of your order request but do not constitute acceptance or formation of a contract.

5.4 Muqto reserves the right, at its sole discretion, to refuse, modify, or cancel any order for reasons including but not limited to pricing errors, stock unavailability, suspicious activity, fraud, or abuse of the Platform.

5.5 In the event of stock unavailability, Muqto may partially fulfill your order, offer suitable replacements, or adjust your invoice to exclude unavailable items without prior notice.

5.6 It is your responsibility to provide complete and accurate delivery details, including phone number, delivery address, and availability during the selected delivery slot. Muqto shall not be liable for failed deliveries or delays resulting from inaccurate or incomplete information provided by you.

5.7 If our delivery personnel are unable to complete delivery due to your unavailability at the agreed time, Muqto reserves the right to reschedule or cancel the order. Additional delivery charges may apply for rescheduled deliveries at Muqto’s discretion.

5.8 Risk of loss and title to the Goods pass to you upon successful delivery to the specified address. Muqto shall not be liable for any loss, damage, or deterioration of Goods after delivery is completed.

5.9 Muqto shall not be responsible for any delays, failures, or inability to deliver caused by circumstances beyond our reasonable control, including but not limited to natural disasters, strikes, government restrictions, technical failures, or other force majeure events.

5.10 Please note that some of our Goods may be suitable for certain age ranges only. You should check that the product you are ordering is suitable for the intended recipient.

5.11 Muqto, itself does not produce or manufacture any product, therefore Muqto tries to control the quality, but does not give quality assurance for any. We believe the manufacturer/vendor/ supplier is fully capable of assuring the quality of every product. 
5.12 If any user, at the time of receiving the order delivery, finds any product injurious to health/ life/ security, we will take full liability and will accept the return of that product. If the user faces any threat after 12 hours of the provided delivery, we will consider it as lacking quality assurance from the manufacturers or suppliers. 

6. Pricing, Payments & Errors

6.1 All prices are in Bangladeshi Taka and prices listed on the Muqto Platform are inclusive of applicable Value Added Tax (VAT), unless explicitly stated otherwise.

6.2 Muqto accepts payments through bKash, Nagad, Rocket, major credit and debit cards, and cash on delivery (COD), subject to availability. All electronic transactions are securely processed through licensed third-party payment gateways. Muqto does not store your full card, wallet, or bank information.

6.3 Any applicable service charges, handling fees, or delivery fees will be clearly displayed to you prior to completing your order.

6.4 While Muqto strives to ensure accurate pricing, we reserve the right to correct any pricing, typographical, or technical errors on the Platform, even after an order has been placed.

6.5 If your order is canceled due to a pricing error, Muqto will promptly issue a full refund via the original payment method, subject to the payment provider’s processing times.

6.6 Muqto is not liable for any losses, damages, or inconvenience caused by such pricing errors or order cancellations.

6.7 Conversely, if the MRP of a product is lower than the price listed on Muqto.com, upon being informed, we will either process a refund for the difference or replace the product as per your preference.

7. Delivery and Availability

7.1 All deliveries are fulfilled by Muqto’s dedicated in-house delivery team within the scheduled delivery time slots selected by the User at the time of order placement.

7.2 While Muqto strives to deliver within the agreed time slots, actual delivery times may vary due to operational factors such as traffic, weather conditions, strikes, technical failures, or other unforeseen circumstances. In such cases, Muqto will notify Users promptly via phone, SMS, or app notification.

7.3 Product availability is subject to stock levels at the time of order fulfillment. If an ordered product is unavailable, Muqto may offer a suitable replacement. If the replacement is not accepted by the User, the item will be marked as “Out of Stock” and excluded from the final invoice.

7.4 Muqto provides free delivery on all orders within our designated delivery zones. For orders outside these zones, urgent deliveries, or special requests, additional delivery fees may apply. Any such fees will be clearly shown to you before you confirm your order. Muqto reserves the right to update delivery charges as needed based on operational requirements.

7.5 Muqto shall not be held liable for any losses, damages, or inconvenience resulting from delivery delays or partial fulfillment caused by circumstances beyond our reasonable control. You must ensure that at the time of delivery of Grocery Delivery and/or Goods adequate arrangements, including access where necessary, are in place for the safe delivery of such goods. We cannot be held liable for any damage, cost or expense incurred to such goods or premises where this arises as a result of a failure to provide adequate access or arrangements for delivery.

7.6 It is the User’s responsibility to ensure someone is available to receive the delivery at the scheduled time and address. Failure to do so may result in rescheduling fees or cancellation of the delivery at Muqto’s discretion. If you fail to accept delivery at the time they are ready for delivery, or we are unable to deliver at the nominated time due to your failure to provide appropriate instructions or authorizations, then such goods shall be deemed to have been delivered to you and all risk and responsibility in relation to such goods shall pass to you. Any storage, insurance, and other costs which we incur as a result of the inability to deliver shall be your responsibility and you shall indemnify us in full for such cost.

7.7 Please note that it might not be possible for us to deliver to some locations even within the defined zones. If this is the case, we will inform you using the contact details that you provide to us when you make your order and arrange for cancellation of the order or delivery to an alternative delivery address.

7.8 In case of repeated failed deliveries due to User unavailability or incorrect address, Muqto reserves the right to suspend or terminate the User’s account.

8. Returns, Cancellation and Refunds

8.1 You must notify us immediately if you decide to cancel your order, preferably by phone, and quote your order number/every detail of the order possible.

8.2 We may cancel a contract due to product unavailability, product weight, and price variance, or for any other reason. We will notify you if this is the case and return any payment that you have made.

8.3 If the cancellation was made in time before the delivery vehicles are dispatched, we will refund or re-credit your debit or credit card, including Mobile Financial Services (MFS) such as bKash, Nagad etc., with the full amount within 21 days, which includes the initial delivery charge (where applicable) that you paid for the delivery of the Goods or the Services, as applicable. If the refund is not adjusted within 21 days of initiating, you have to call us on +8801711- 776227 to get further assistance.

8.4 In the unlikely event that our delivery team delivers a wrong/damaged/decayed item, you have the right to reject the delivery of the wrong item before receiving and you shall be fully refunded for the missing item. If the delivery team can only do a partial delivery (a few items might be not available), we will inform you or propose a replacement for missing items. You have the right to refuse a partial order before delivery and get a refund.

8.5 If your order is ever wrong, damaged, spoiled, or missing items, just report it within 24 hours with a quick photo—Muqto will replace it, refund it, or credit your account, no hassle if it’s on us, fair review if it’s unclear.

8.6 Perishable items like fruits, vegetables, dairy, or meat must be reported within the same day of delivery. We may not be able to accept claims submitted after the return window or without any proof

8.8 Muqto attempts to be as accurate as possible. Muqto does not warrant that product descriptions or other content of any Muqto product is accurate, complete, reliable, current, or error-free. If a product offered by Muqto.com itself is not as described, your sole remedy is to return it in unused condition.

8.7 To initiate a return, contact our support via the app, hotline, or WhatsApp within the return window.

9. Promotions, Loyalty & Referrals

9.1 Promotional codes, discounts, and special offers provided by Muqto are intended for single-use per User account unless explicitly stated otherwise. Any attempt to abuse, duplicate, or fraudulently use promotions may result in cancellation of affected orders, forfeiture of promotional benefits, and/or suspension or termination of the User’s account.

9.2 Muqto’s loyalty program offers tiered benefits (e.g., Silver, Gold) based on User spending and engagement metrics. Eligibility, rewards, and tier status are subject to Muqto’s discretion and may be revoked in cases of misuse, fraudulent activity, or violation of these Terms.

9.3 Referral credits are applicable only to new Users who successfully register and complete qualifying activities as defined by Muqto. Referral credits are non- transferable, cannot be exchanged for cash, and may expire if not used within the specified validity period.

9.4 Muqto reserves the right to modify, suspend, or terminate any promotional, loyalty, or referral program at any time without prior notice.

10. Communications

10.1 By accessing or using the Muqto Platform, you expressly consent to receive transactional, service-related, and promotional communications from Muqto via SMS, email, in-app notifications, and WhatsApp messages.

10.2 You may opt out of receiving promotional communications at any time by using the unsubscribe link included in such messages or by adjusting your notification preferences within the Platform. Please note that opting out of promotional messages will not affect your receipt of essential transactional or service- related communications.

10.3 Muqto may contact you on your registered phone number or email address for order confirmations, delivery updates, customer support, or any other service-related matters.

10.4 Message and data rates may apply as per your mobile or internet service provider’s terms.

11. Privacy and Data Protection

11.1 Your privacy is important to us. Our data collection, processing, and protection practices are detailed in our Privacy Policy, which is hereby incorporated by reference into these Terms. By using the Muqto Platform, you consent to the terms outlined therein.

11.2 Muqto collects and stores your personal data in compliance with applicable Bangladeshi laws, including but not limited to the Information and Communication Technology Act, 2006, and relevant tax and audit regulations. Personal data may be retained for the period necessary to fulfill legal, regulatory, and operational obligations.

11.3 You have the right to access, correct, update, or request deletion of your personal data as permitted under applicable laws. Requests can be made through the Platform’s designated channels or by contacting Muqto’s customer support.

11.4 To enhance and optimize our services, Muqto utilizes third-party analytics and performance tools, including Firebase, Meta SDK (Facebook Pixel), and Google Analytics. These tools collect data in accordance with their own privacy policies, which you are encouraged to review.

11.5 Muqto implements reasonable technical and organizational measures to protect your personal data from unauthorized access, disclosure, alteration, or destruction. However, no method of transmission over the internet or electronic storage is completely secure.

11.6 By using the Platform, you acknowledge and accept the inherent risks associated with data transmission and agree that Muqto shall not be liable for unauthorized access beyond its reasonable control.

12. Cookies and Tracking

12.1 Muqto uses cookies, web beacons, and similar tracking technologies on the Platform to enhance your user experience, provide personalized content, analyze usage patterns, and improve our services.

12.2 Cookies may be classified as essential (necessary for Platform functionality), performance (to analyze how the Platform is used), or advertising (to deliver relevant promotional content).

12.3 By accessing or using the Platform, you consent to the use of cookies and tracking technologies as described in our Privacy Policy.

12.4 You can manage or disable cookies through your browser settings; however, doing so may affect your ability to fully use certain features of the Platform.

12.5 Muqto does not share personally identifiable information collected through cookies with third parties except as described in our Privacy Policy.

13. Intellectual Property

13.1 All intellectual property rights in and to the Muqto Platform, including but not limited to software, trademarks, logos, trade names, designs, graphics, text, images, audio, video, and other content (collectively, “Content”), are owned, controlled, or licensed by Muqto.

13.2 Except as expressly permitted under these Terms or by applicable law, you may not copy, reproduce, modify, distribute, display, perform, create derivative works from, transmit, or otherwise use any Content without the prior written consent of Muqto.

13.3 Unauthorized use, including but not limited to reverse engineering, decompiling, disassembling, or attempting to derive source code from the Platform, is strictly prohibited and may result in legal action.

13.4 All trademarks, service marks, and logos displayed on the Platform are the property of Muqto or their respective owners and are protected by applicable intellectual property laws.

13.5 Use of Muqto’s intellectual property in any manner not expressly authorized by Muqto is strictly prohibited and may lead to legal consequences.

14. User Content

14.1 By submitting reviews, comments, feedback, or other content ("User Content") on the Platform, you grant Muqto a non-exclusive, royalty-free, perpetual, and irrevocable right to use, reproduce, publish, modify, adapt, translate, display, and distribute such content in any media.

14.2 Muqto reserves the right to monitor, moderate, edit, or remove any User Content that it deems harmful, offensive, defamatory, infringing, misleading, illegal, or otherwise inappropriate, without prior notice or explanation.

14.3 You are solely responsible for the content you submit and represent that it does not violate any third-party rights, including intellectual property, privacy, or publicity rights.

15. Right to Refuse Service

15.1 Muqto reserves the right, at its sole discretion, to refuse, restrict, or cancel access to the Platform or services to any user at any time, with or without notice, for reasons including but not limited to misuse of the service, suspected fraud, abuse of offers, violation of these Terms, or any behavior deemed harmful or disruptive to operations, staff, or other users.

15.2 We also reserve the right to limit quantities, suspend accounts, or cancel orders that appear to be placed by dealers, resellers, automated systems, or any unauthorized third parties.

16. Platform Availability

16.1 While Muqto endeavors to provide continuous and reliable access to its Platform, we do not guarantee uninterrupted or error-free operation at all times. The Platform may be temporarily unavailable due to scheduled maintenance, upgrades, technical issues, or unforeseen circumstances beyond our control.

16.2 Muqto shall not be held liable for any loss, inconvenience, or damages arising from the unavailability or disruption of the Platform or services.

16.3 We reserve the right to modify, suspend, or discontinue any part of the Platform or its features without prior notice.

17. Commercial Use Restriction

17.1 All products and services offered on the Muqto Platform are intended for personal, household consumption only.

17.2 Any unauthorized bulk purchasing, resale, or commercial exploitation of products—whether directly or indirectly—is strictly prohibited.

17.3 Muqto reserves the right to restrict quantities, cancel suspicious orders, suspend accounts, or take legal action if commercial misuse is suspected.

18. Account Termination and Data Deletion

18.1 You may request to terminate your Muqto account at any time, provided there are no active orders, unresolved disputes, or outstanding payments.

18.2 Following a verified request, Muqto will retain your personal data for up to 30 days to fulfill legal, regulatory, and audit obligations. After this period, your data will be permanently deleted, unless retention is required under applicable laws.

18.3 Muqto reserves the right to suspend or terminate user accounts without prior notice in cases of policy violations, fraudulent activity, or misuse of the Platform

19. Limitation of Liability & Indemnity

19.1 Muqto shall not be held liable for any delay, interruption, or failure in service delivery resulting from events beyond our reasonable control, including but not limited to acts of God, natural disasters, strikes, labor disputes, political unrest, government actions, or internet or telecommunications outages.

19.2 Muqto is not responsible for defects, quality issues, or delays caused by manufacturers, producers, or third-party suppliers. While we strive to ensure product integrity, final responsibility rests with the originating source.

19.3 By using the Platform, you agree to indemnify, defend, and hold harmless Muqto, its affiliates, directors, employees, and agents from any claims, damages, losses, liabilities, or expenses (including legal fees) arising from your breach of these Terms, misuse of the Platform, or violation of any applicable laws or third-party rights.

19.4 Muqto takes great care to ensure that the information provided on the Platform is accurate, up-to-date, and free from technical or content-related errors. However, we do not guarantee that the Platform will be error-free, uninterrupted, timely, or free from viruses or other harmful components. We make no express or implied warranties regarding the accuracy, fitness for a particular purpose, or reliability of the Platform or its content.

19.5 By using the Platform, you agree that Muqto shall not be held liable for any loss or damage resulting from your reliance on information obtained from third- party sources or links, or from your consumption of products purchased via the Platform that may have originated from third-party suppliers or manufacturers.

19.6 To the fullest extent permitted by law, Muqto disclaims all liability for any direct, indirect, incidental, special, or consequential loss or damages arising out of or in connection with the use or inability to use our Platform, including but not limited to loss of data, income, profits, business opportunities, or claims from third parties.

19.7 Our liability, if any, in connection with the sale of Goods or Services, shall be limited to the total amount paid by you for the relevant order. This limitation does not exclude liability for death or personal injury caused by Muqto’s proven negligence or any liability that cannot be excluded under applicable law.

19.8 Muqto is not liable for delays or failures in performance due to causes beyond our reasonable control, including but not limited to system failures, cyberattacks, communication line issues, third-party logistics issues, natural disasters, strikes, or government actions.

19.9 All products sold through Muqto are intended for personal household consumption only. We are not liable for any commercial, business, or resale use, nor for any associated indirect or consequential losses.

19.10 While we implement strict security measures to safeguard user data, Muqto shall not be held responsible for any data breach or unauthorized access resulting from events beyond our control, including breaches involving third-party service providers.

19.11 In the event of suspected misuse, abuse, or fraudulent use of any promotional offers, vouchers, or discount codes, Muqto reserves the right to cancel orders, withhold service, or block user accounts. We further reserve the right to pursue legal action and seek compensation for any financial or reputational damage caused.

19.12 All promotional offers and discounts are provided at our sole discretion and may be modified or withdrawn at any time without prior notice.

20. User Safety

20.1 While Muqto takes every effort to ensure product safety, users are solely responsible for verifying product details, including expiry dates, ingredient lists, and allergen information, prior to consumption.

20.2 Muqto shall not be held liable for any adverse health effects, allergic reactions, or consumption-related issues arising from negligence to review such information.

20.3 Muqto.com is committed to protecting the privacy and security of our customers' data in accordance with applicable data protection laws.

21. Governing Law and Dispute Resolution

21.1 These Terms and any dispute arising from your use of the Muqto Platform shall be governed and interpreted in accordance with the laws of the People’s Republic of Bangladesh.

21.2 In the event of any disagreement or dispute, both parties shall first attempt to resolve the matter amicably and in good faith.

21.3 If a mutual resolution cannot be reached, the matter shall be exclusively submitted to the jurisdiction of the courts of Dhaka. Any disputes arising under these Terms and Conditions will be resolved through arbitration or mediation.

22. Contact Information

For any questions, concerns, or legal notices, please contact:

Email: info@muqto.com
Phone: +8801711-776227
Address: New Paltan Line, Azimpur, Dhaka, Bangladesh