Terms of Service & Service Agreement

1. Contractual Relationship & Scope

This Service Agreement ("Agreement") constitutes a legally binding contract between the guest ("User", "you", or "your") and Bitzza("Restaurant", "we", "us", or "our"). This Agreement governs your access to and use of our digital ordering portal, QR code scanning services, guest checkout system, and Bitzza Coins loyalty wallet interface.

By scanning the Restaurant's physical QR codes, accessing the digital menu, or submitting any order, you acknowledge that you have read, understood, and agreed to be bound by all the clauses herein. If you do not consent to these terms, you must immediately close the web interface and request manual assistance from a waiter.

2. User Eligibility & Guest checkout

Our digital ordering platform is designed for guest checkout. To register a guest session or check out a cart:

• You must provide a valid local phone number for order updates and verification.
• You are responsible for selecting the correct fulfillment type (Dine-In or Takeaway) and entering the correct physical table number corresponding to your seat.
• Guest sessions are stored locally in secure cookies. Clearing browser cookies or site data will terminate the active session and cart cache, and the Restaurant is not liable for lost carts.

3. Order Placement, Kitchen Routing, and Cancellations

All digital orders placed through the portal are routed in real time to the Kitchen Display Screen (KDS):

• **Preparation Timeframe**: Our standard baseline preparation time is **18 minutes**. However, the live queue dashboard dynamically adjusts estimates based on overall order volume and current kitchen load. Live preparation times shown on screen are estimates and do not guarantee instant preparation.
• **No-Cancellation Policy**: Due to the fast-prep nature of our dishes, once your order status is marked as "Accepted" or "Preparing" on the kitchen screen, the preparation process has commenced. At this point, the order is locked, and you are contractually liable to pay the full cashier total. Orders cannot be cancelled or modified online after kitchen acceptance.

4. Bitzza Coins Loyalty Wallet Rules

Registered accounts and guest wallets participate in the Bitzza Coins loyalty program. By participating, you agree to the following rules:

• **Earning Rate**: Coins are calculated on the net payable subtotal of food items after subtracting discount codes or promotions. You earn 1 Bitzza Coin per 100 spent in the local currency (BDT).
• **Exclusions**: Service charges, government taxes/VAT, delivery fees, and takeaway packaging fees do not qualify for earning Bitzza Coins.
• **Lot Expiry (12-Month Sweeps)**: To prevent structural database bloat and manage loyalty liabilities, each coin lot has its own independent expiry date set exactly **12 months (365 days)** from the date of the order grant. Expired coins are automatically swept and deleted during wallet reads.
• **Value & Redemptions**: Bitzza Coins are virtual loyalty points. They hold zero cash value, cannot be redeemed for legal tender, and are strictly non-transferable between guest accounts or physical phone numbers.

5. Payments & Cashier Validation

The digital ordering system utilizes a manual cashier validation payment model. When checking out, your payment status remains "Pending". Payment must be finalized with the cashier at the counter or directly at your table:

• We accept physical Cash (BDT), major Visa/Mastercard/Amex debit/credit cards via the counter terminal, and manual mobile financial transfers.
• When paying via mobile bank transfer, you must show the digital transaction ID to the cashier for manual verification before they mark your order as "Paid".
• Unpaid orders or failed cashier validations will result in order suspension, and the kitchen reserves the right to halt preparation.

6. Abuse, Exploitations & Consequences

Any attempt to compromise the integrity of the digital platform, including but not limited to:

• Spoofing table number variables or QR codes.
• Attempting to alter checkout price calculations.
• Double-spending coin balances or manipulating database transaction logs.
• Spoofing cashier-side payment status callbacks.

will result in immediate termination of your active session, a permanent ban on your phone number, deletion of all accrued Bitzza Coins, and possible legal escalation.

7. Limitation of Liability

The system is provided on an "as-is" and "as-available" basis. Bitzza makes no warranties that the ordering interface will be completely free of intermittent cellular network delays, local router offline timeouts, or database transaction locks. Under no circumstances shall the Restaurant, its managers, or its developers be liable for direct or indirect damages resulting from system unavailability, menu item sold-out delays, or incorrect preparation time estimates.