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Terms and Conditions

Last updated: 23 September 2026

These Terms and Conditions ("Terms") apply to every order you place with Bito ("Bito", "we", "us") through our website bitopakistan.pk, the Bito mobile app, WhatsApp, by phone or at our restaurant at 20 Majha Block R2, Shadewal Road, Johar Town, Lahore. By using our website or app, or by placing an order, you agree to these Terms and to our Privacy Policy.

1. Your account

  • You can order as a guest or create an account. Some features, such as saved addresses, order history and loyalty points, need an account.
  • You must be 18 or over to create an account. Younger customers should order with a parent or guardian's permission.
  • Please give accurate details, especially your name, phone number and delivery address, and keep them up to date.
  • Keep your password private. You are responsible for orders placed from your account.
  • We may suspend or close an account used for fake orders, fraud, abuse of our staff or riders, or other misuse of our services.

2. Menu, prices and availability

  • All prices are in Pakistani Rupees (PKR). Applicable taxes and any delivery charge are shown at checkout and on your receipt.
  • Photos are for illustration. The food you receive may look slightly different.
  • Some items are only served at certain times of day, which are shown on the item. Items can also run out. If an item in your order is unavailable, we will contact you to offer a replacement, or remove it and adjust your bill.
  • We may change our menu and prices at any time. The price you pay is the price shown when you place your order.
  • If an item is clearly listed at the wrong price, we will contact you before preparing it. You can then accept the correct price or cancel that item.

3. Placing an order

  • Your order is a request to buy. It is accepted when we confirm it, which you will see on the order tracking page or in a message from us.
  • We may decline or cancel an order, for example if your address is outside our delivery area, an item is unavailable, we cannot reach you to confirm details, or we suspect fraud. If you have already paid for a cancelled order, we will refund you in full.
  • Please check your order, address and phone number before confirming. We prepare what you ordered.
  • Custom and large orders, such as customised cakes or party orders, may need extra notice and an advance payment. We will confirm the details with you before we accept them.

4. Delivery

  • We deliver within our delivery area, which is checked at checkout from your address or location pin. The delivery charge, if any, is shown before you place your order.
  • Delivery times are estimates. Traffic, weather and busy periods can cause delays, and we will do our best to keep you updated.
  • Please make sure someone is available to receive the order at the address given, and keep your phone switched on. If our rider cannot reach you or find the address after reasonable attempts, the order may be returned to the restaurant and charged as delivered.
  • Please check your order when it arrives. If something is missing or wrong, tell the rider or contact us straight away.

5. Pickup and dine-in

  • For pickup orders, please collect your order from our restaurant at the ready time shown. Food left for a long time after it is ready may not be at its best, and orders not collected on the same day may be discarded without a refund.
  • For dine-in, the table and service arrangements at the restaurant apply.

6. Payment

  • We accept the payment methods shown at checkout. These may include cash on delivery or at pickup, bank transfer, and online payment through our payment partners.
  • Cash: please pay the rider or cashier the full amount shown. Keeping exact change ready helps.
  • Bank transfer: your order is confirmed once we have verified the payment. Please send your payment screenshot or reference when asked.
  • Online payments are processed by our payment partners under their own terms. We never ask for your card PIN, OTP or banking password; please do not share them with anyone claiming to be from Bito.
  • Where required by law, we issue a tax invoice that may be reported to the Punjab Revenue Authority (PRA).

7. Cancellations, refunds and complaints

  • Cancelling: you can cancel an order free of charge until it is confirmed. Once we have started preparing your food, the order can no longer be cancelled or changed.
  • Problems with your order: if an item is missing, wrong, damaged or not up to standard, contact us within 24 hours of receiving it, with your order number and a photo where possible. Depending on the problem, we will replace the item, give you a credit for your next order, or refund you.
  • Refunds go back to the original payment method where possible. Bank and wallet refunds can take several working days to reach your account, depending on your bank.
  • Refunds are not given for a change of mind after food has been prepared, or for delays caused by incorrect address or contact details.

8. Allergies and dietary needs

  • Our kitchen handles common allergens, including wheat (gluten), milk, eggs, nuts, soy and sesame. We cannot guarantee that any item is completely free of allergens.
  • If you have a food allergy or dietary requirement, please tell us before you order, by phone or in the order note, and ask us about the ingredients.
  • Spice levels are a matter of taste and may vary slightly between orders.

9. Offers, coupons and loyalty points

  • Offers and coupon codes are valid for the period and on the conditions stated with them, such as a minimum order value. Unless stated otherwise, only one coupon can be used per order.
  • Coupons, loyalty points, wallet balance and referral rewards have no cash value, cannot be transferred, and may only be used as described when they are offered.
  • We may change or end an offer or reward programme at any time. Points or rewards obtained through fake accounts, fake orders or misuse will be removed.

10. Orders through other platforms

If you order Bito through a third-party platform such as foodpanda, that platform's own terms, prices, delivery rules and refund policy apply to your order, alongside our responsibility for the food we prepare.

11. Using our website and app

  • Please do not misuse our website or app, for example by placing fake orders, trying to access other people's accounts, interfering with our systems, or copying our content for commercial use.
  • The Bito name, logo, photos, menu descriptions and website design belong to Bito and may not be used without our permission.
  • We try to keep our website and app available and accurate, but we cannot promise they will always be error-free or uninterrupted.

12. Our responsibility to you

We are responsible for preparing your food with care and delivering the order you placed. To the extent allowed by law, we are not responsible for losses we could not reasonably foresee, or for delays and failures caused by events outside our control, such as severe weather, road closures, strikes, power or internet outages, or government restrictions. Nothing in these Terms limits any rights you have under Pakistani consumer protection law, or our liability where it cannot legally be limited.

13. Governing law

These Terms are governed by the laws of Pakistan. Any dispute will be handled by the courts at Lahore. Before taking any formal step, please contact us first; most issues can be resolved quickly by talking to us.

14. Changes to these Terms

We may update these Terms from time to time. The latest version will always be on this page, with the date it was last updated. The Terms in force when you place an order apply to that order.

15. Contact us