Last Update Date:08.11.2025

PLEASE READ THESE TERMS OF USE ("Terms") CAREFULLY BEFORE USING OUR PLATFORM (AS DEFINED BELOW) OR PLACING ANY ORDERS.

BY ACCESSING, BROWSING, OR USING THIS PLATFORM, YOU AGREE TO BE LEGALLY BOUND BY THESE TERMS. These Terms apply to your access to and use of the Bikilo.com website, related mobile applications, and other digital assets (collectively the "Platform").

1. Parties and Definitions

The terms used in these Terms and defined below shall have the following meanings unless otherwise specified:

• 1.1. Bikilo ("Service Provider", "We"): Mars AI Teknoloji Çözümleri Limited, a United Kingdom company registered at [Address], with company number [Company Number].
• 1.2. User ("Customer", "You"): A natural person over the age of 18 with legal capacity who accesses, becomes a member of, or orders goods or services from Merchants via the Platform.
• 1.3. Merchant: Independent third-party businesses (restaurants, stores, vendors) that list, sell, and supply goods (food, groceries, beverages, etc.) or services (restaurant services, delivery, etc.) on the Platform.
• 1.4. Platform: The Bikilo.com website, related mobile applications, and all other digital assets operated by Bikilo through which Products/services can be ordered.1
• 1.5. Terms: The entirety of these Terms of Use.
• 1.6. UGC (User-Generated Content): Any text (comments, reviews), ratings, images, videos, and other materials that Users upload to or create on the Platform.
• 1.7. Applicable Law: The Law of England and Wales.
• 1.8. Contract: The Distance Sales Contract established between the Merchant and the User via the Platform.

2. Scope of Terms and Role of the Platform

2.1. Acceptance of Terms: By accessing the Platform, becoming a member, or placing an order through the Platform, the User represents that they have read, understood, and accepted these Terms as a legally binding contract. If you do not accept these Terms, you must not use the Platform.

2.2. Platform's Intermediary Status: Bikilo's role and legal status are to provide a technological "intermediary service provider" platform between Users and independent Merchants. Bikilo is NOT a seller, manufacturer, retailer, food operator, or logistics company. Bikilo does not prepare, sell, take ownership of, or directly deliver the Products/services. All goods and services offered on the Platform are provided and sold exclusively by the respective Merchant.

2.3. Parties to the Sales Contract: Upon an order being placed by the User and accepted by the relevant Merchant through the Platform, the legally binding contract (Distance Sales Contract) for the sale of the good or service is formed directly between the User and the Merchant. Bikilo is not a party to this contract.

2.4. Merchant Responsibility: Merchants are solely responsible for the quality, safety (including food safety, allergen information, halal status), legality, and availability of the products they list (food, beverages, groceries, etc.) and for the accuracy of their descriptions on the Platform. The preparation, packaging, and (if a Merchant courier is used) delivery of the order are also the legal responsibility of the Merchant. Bikilo cannot be held liable for the Merchant's failure to fulfill these obligations or for damages arising from the products/services provided by the Merchant.

3. Membership, Account Security, and User Conduct

3.1. Membership Requirements: To use the Platform and place orders, you must be at least 18 years old and considered of legal age under local laws. You are obligated to provide accurate, current, and complete information (name, email, valid phone number, address) during registration and to keep this information updated. A single User cannot create multiple accounts.

3.2. Account Security: The User is solely responsible for the confidentiality and security of their account password and access credentials. All orders and transactions (including payments) made through your account are deemed to have been made by you. If your device is lost, stolen, or you suspect unauthorized access to your account, you must immediately notify Bikilo (info@bikilo.com). Bikilo is not responsible for unauthorized transactions that occur before this notification.

3.3. Prohibited Activities and Misuse of the Platform: The User agrees to use the Platform only for lawful purposes and in accordance with these Terms.

The following activities are strictly prohibited:

• Using the Platform for any purpose other than personal consumption (end-user), such as for commercial or resale purposes.
• Placing fraudulent orders, habitually failing to be present at the delivery address (no-show) or refusing to accept an order, or making bad-faith cancellation requests.
• Using promotions, discounts, or coupons offered on the Platform in a fraudulent or malicious manner.
• Imposing an unreasonable or disproportionately large load on the Platform's infrastructure (e.g., DDoS attacks), reverse engineering, or extracting or copying data from the Platform using automated tools such as "web-scraping", "robots", or "spiders".
• Publishing fraudulent or misleading reviews as specified in Section 7.

4. Orders, Payment, and Pricing

4.1. Order Process: Creating an order on the Platform constitutes your "offer" to purchase a product from the relevant Merchant. The contract is formed when the Merchant "accepts" (confirms) this order via the Platform. The Merchant or Bikilo reserves the right to reject or cancel any order (e.g., if the product is out of stock, due to operational intensity, or if suspicious activity is detected).

4.2. Pricing and Additional Fees (DMCCA Compliance): Product/service prices are as listed on the Platform and include relevant taxes (VAT). Bikilo reserves the right to cancel or correct an order, informing the User, in the event of obvious pricing or product feature errors on the Platform (e.g., obvious typos like a 100 Euro product appearing as 1 Euro).

Prohibition of Drip Pricing: In accordance with UK law to which the Platform is subject (Digital Markets, Competition and Consumers Act 2024), Bikilo prohibits "drip pricing". All mandatory additional fees, such as delivery charges and service fees, will be displayed to the User clearly and as a total amount at the beginning of the ordering process or on the payment confirmation screen (before the button that creates a payment obligation, such as "ORDER AND PAY"), not at the end of the payment process.

4.3. Payment System (Stripe): All payments made through the Platform are processed via third-party secure payment system infrastructures (Payment Processor), such as Stripe. The User provides payment information (credit/debit card) directly to this Payment Processor. Bikilo does not store, process, or view the User's full credit card information (only masked information, such as the last 4 digits, may be retained for payment tracking). Payment transactions are subject to Stripe's own terms of service and data processing agreements (DPA).

4.4. Card Storage (Tokenization): By selecting "Online Payment Management" and giving the relevant consent, the User permits their payment information (not the card itself, but a secure "token" created by the Payment Processor) to be securely stored with the Payment Processor for quick and easy use in future orders.

4.5. Unauthorized Use: In the event of unlawful or unauthorized use of the User's payment instrument (credit card, debit card), the provisions of the relevant banking laws and regulations shall apply.

5. Delivery

5.1. Estimated Delivery Times: Delivery times shown on the Platform (e.g., "30-45 minutes") are non-binding estimates based on traffic, weather, the Merchant's current workload, and other operational factors. Bikilo does not guarantee the accuracy of these estimates and cannot be held responsible for delays based on these estimates.

5.2. Delivery Address and User Obligation: The User is obligated to provide a complete and accurate delivery address at the time of ordering. Address changes are generally not possible after the order has been confirmed and the Merchant has begun preparation.

5.3. Undelivered Orders: The User (or a designated recipient) must be available at the specified address within the estimated delivery time to receive the delivery. If the User is not at the address, does not answer the phone, provides an incorrect or incomplete address, or refuses to accept the delivery without a reasonable justification:

• Especially for orders containing perishable items (such as from the "Bikilo Food Module"), the order shall be deemed delivered, the service performed, and the User shall lose the right to a refund.
• The products may be disposed of, and neither Bikilo nor the Merchant can be held responsible for this situation.
• Bikilo reserves the right to suspend or terminate the account of Users who engage in such misuse (e.g., repeated no-shows).

6. Cancellation, Returns, and Legal Right of Withdrawal

This section governs the User's right to cancel orders and the legal limitations of this right (especially for food products).

6.1. Operational Cancellations (By Merchant or Bikilo): Your order may be canceled by the Merchant or Bikilo (with notification to the User), and the amount paid will be fully refunded in the following cases:

• The order cannot be transmitted to the relevant Merchant due to technical reasons [, 3.16(i)].
• The Merchant is unable to prepare the order (e.g., excessive workload, courier shortage, power outage) or the ordered product is out of stock [, 3.16(i), 3.16(iii)].

6.2. Legal Right of Withdrawal (Cooling-off Period) - "Bikilo Store Module":

Scope: This right applies only to non-food, non-perishable consumer goods (e.g., packaged non-food groceries, household items, electronics) purchased through the "Bikilo Store Module" (or a similar module).

Duration: In accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Protection Act, the Consumer (User) has the right to withdraw from the contract within 14 (fourteen) days from the day following the day they receive the products covered by this scope, without giving any reason and without paying any penalty.

Notification: To exercise the right of withdrawal, a clear notification (declaration of withdrawal) must be sent to info@bikilo.com or through the Platform within this 14-day period.

6.3. EXCEPTIONS TO THE LEGAL RIGHT OF WITHDRAWAL: The User acknowledges, declares, and undertakes that the 14-day legal right of withdrawal (Article 6.2) does not apply, and the order cannot be arbitrarily canceled or returned (without Merchant approval or an operational issue) in the following cases:

• (a) Perishable Goods (Food Orders): Contracts for goods that are liable to deteriorate or expire quickly, including all orders within the "Bikilo Food Module" (restaurant meals, hot/cold beverages), i.e., food and drinks.
• (b) Specific Date Services (Catering): Contracts for catering (supply of food and drink) or services related to leisure activities, if provided for a specific date or period of performance (if offered on the Platform).
• (c) Hygienic Products: Goods that are not suitable for return due to health protection or hygiene reasons and where the seal, packaging, tape, or protective elements have been opened after delivery (e.g., cosmetics, personal care products, underwear).
• (d) Personalized Products: Goods that are made to the User's specifications or are clearly personalized.

6.4. Return Procedure and Refunds: In cases where the right of withdrawal (Article 6.2) is applicable, the User will be informed of the costs and procedures for returning the product. Refunds will be processed using the same payment method used for the order (e.g., credit card) and in accordance with the procedures of the relevant bank or payment institution.

7. User-Generated Content (UGC)

7.1. Responsibility for UGC: The User is solely responsible for the content of all comments, ratings, opinions, images, and photos (UGC) they share on the Platform. The User represents and warrants that the UGC they share (i) complies with the law, and (ii) does not infringe upon the personal, privacy, or intellectual property rights (copyright, trademark) of third parties (other users, Merchants, or Bikilo).

7.2. Prohibited Content: The sharing of the following types of content as UGC is strictly prohibited:

• Content that includes hate speech, racism, discrimination, insults, defamation, threats, or harassment.
• Obscene, pornographic, or violence-inciting content.
• Content posted on behalf of another person or entity (impersonation).
• Content that violates the privacy of third parties (e.g., personal addresses, phone numbers).
• Content that promotes unsolicited commercial advertising (spam), promotions, or illegal activities (e.g., fraud, drugs).

7.3. Prohibition of Fake Reviews (DMCCA Compliance): In accordance with UK law to which the Platform is subject (Digital Markets, Competition and Consumers Act 2024), it is prohibited for Users to publish, commission, or engage in actions for compensation to post fake or misleading reviews. This prohibition includes unfairly defaming a business, posting negative reviews on behalf of rival businesses, or posting reviews (positive or negative) that are not based on the User's own genuine experience. Bikilo reserves the right to take "reasonable steps" to verify reviews suspected of being fake, to remove the review, or to suspend the User's account.

7.4. License Granted to Bikilo (Right of Use): For the UGC (comments, ratings, photos, etc.) that the User uploads to or creates on the Platform, the User grants Bikilo (and its affiliates, partners, successors, and assigns) a worldwide, non-exclusive, royalty-free, perpetual, irrevocable, transferable, and sub-licensable license (right of use) to use, host, store, reproduce, modify, adapt, translate, create derivative works from, publicly display, publish, and distribute this UGC. This license is necessary for Bikilo to operate, promote (e.g., using User reviews in marketing materials, social media, or advertisements), and improve the Platform.

7.5. Moderation and Removal Right: Bikilo reserves the right to modify, delete, or block access to any UGC that it deems, in its sole discretion, to be in violation of these Terms or the law, or to be fake (Article 7.3) or inappropriate (Article 7.2), without prior notice. Bikilo is under no obligation to publish or maintain any UGC on the Platform.

8. Intellectual Property Rights

8.1. Bikilo's Property: All intellectual property rights in and to the Platform itself, including but not limited to the "Bikilo" name and logo, trademarks, trade dress, design, texts, graphics, images, software, source codes, HTML codes, and all other elements, are the exclusive property of "Mars AI Teknoloji Çözümleri Limited" (or its licensors).

8.2. Limited Use License: Bikilo grants the User a limited, revocable, non-transferable, and non-exclusive license solely to access and use the Platform for personal, non-commercial purposes in accordance with these Terms.

8.3. Prohibitions on Use: The User may not use, reproduce, copy, distribute, sell, or create derivative works from Bikilo's intellectual property rights or the content on the Platform (including Merchant listings, menus) for commercial purposes.

9. Disclaimer of Warranties (Disclaimer)

9.1. "AS IS" and "AS AVAILABLE" Provision: TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, BIKILO PROVIDES THE PLATFORM, SERVICES, AND ALL CONTENT "AS IS" AND "AS AVAILABLE". BIKILO MAKES NO WARRANTIES OR REPRESENTATIONS, EXPRESS OR IMPLIED (INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE), THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, FREE OF VIRUSES, OR FIT FOR A PARTICULAR PURPOSE, OR THAT IT WILL MEET THE USER'S EXPECTATIONS.

9.2. Intermediary Disclaimer (Merchant Content): As an intermediary platform (pursuant to Section 2), Bikilo does not guarantee the accuracy, timeliness, completeness, or reliability of the information provided by Merchants (restaurant menus, product descriptions, prices, promotions, allergen information, halal information, food content information, Merchant operating hours, etc.) and is not obligated to verify this content. The User accepts that they are solely responsible for verifying and confirming vital information about a specific product (e.g., a severe food allergy) by contacting the Merchant directly.

9.3. Artificial Intelligence (AI) Disclaimer: The Platform, operated by Bikilo ("Mars AI Teknoloji Çözümleri Limited" 1), may use artificial intelligence (AI) and machine learning algorithms to personalize the User experience, provide restaurant recommendations, suggest orders, or calculate estimated delivery times. The recommendations, estimates, or results produced by these algorithms (e.g., "you might like this dish", "estimated arrival time") are for informational purposes only, may contain errors, and do not constitute legal, medical (e.g., allergen), or financial advice. Bikilo cannot be held responsible for damages arising from reliance on these AI-generated recommendations, estimates, or personalizations.

9.4. Service Interruptions: Bikilo is not responsible for the unavailability or slowness of the Platform due to planned maintenance, updates, or unplanned interruptions beyond our control (internet infrastructure failures, Force Majeure).

9.5. Protection of Legal Rights: NOTHING IN THIS SECTION 10 SHALL EXCLUDE OR LIMIT THE USER'S STATUTORY RIGHTS AS A "CONSUMER" UNDER THE UK CONSUMER RIGHTS ACT 2015 OR RELATED MANDATORY LEGISLATION (e.g., the requirement for the service to be provided with "reasonable care and skill") AND OTHER IMPLIED RIGHTS THAT CANNOT BE LEGALLY LIMITED OR EXCLUDED.

10. Limitation of Liability

10.1. Liabilities That Cannot Be Legally Limited: Nothing in these Terms limits or excludes Bikilo's liability for (a) death or personal injury caused by its negligence, (b) fraud or fraudulent misrepresentation, or (c) any other liability that cannot be legally limited or excluded under applicable law (e.g., certain sections of the Consumer Rights Act 2015).

10.2. Exclusion of Indirect and Consequential Damages: TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, BIKILO SHALL NOT BE LIABLE IN ANY WAY (WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), OR BASED ON ANY OTHER LEGAL THEORY) FOR THE FOLLOWING TYPES OF DAMAGES:

• (a) LOSS OF PROFIT, LOSS OF BUSINESS, LOSS OF REVENUE, LOSS OF REPUTATION, OR LOSS OF ANTICIPATED SAVINGS;
• (b) LOSS OF DATA OR DATA CORRUPTION;
• (c) INDIRECT OR CONSEQUENTIAL DAMAGES.

10.3. Financial Liability Cap: Subject to the exceptions in Article 10.1 and to the maximum extent permitted by law, Bikilo's total and cumulative financial liability arising from or in connection with these Terms or the use of the Platform (whether arising in contract, tort, negligence, or otherwise) shall, in any event, be limited to the higher of (a) the total amount of service fees paid by the User to Bikilo (as commission or service fees received from Merchants) due to orders placed on the Platform in the twelve (12) months preceding the date of the event giving rise to the dispute, OR (b) (if this amount is zero or cannot be calculated) 100 GBP (One Hundred British Pounds) (or its equivalent in the User's local currency at the exchange rate on that day).

10.4. Intermediary Liability Limit: These limitations are based on the fact that Bikilo is an intermediary platform (Section 2). Bikilo is not primarily liable for damages arising from the Merchant's actions, the quality or safety of the products sold by the Merchant (e.g., food poisoning), delivery delays, or the underlying disputes between the User and the Merchant. The User's primary recourse and legal counterparty in such cases is the respective Merchant.

11. Indemnification

11.1. User Indemnity: The User agrees to defend, indemnify, and hold harmless Bikilo (and its officers, directors, employees, and affiliates) from and against any and all third-party claims, liabilities, damages, losses, costs, and expenses, including reasonable attorneys' fees, arising out of or in connection with:

• (a) The User's breach of these Terms (including any representation or warranty);
• (b) The User's unlawful use of the Platform or use in violation of these Terms (including prohibited activities in Section 3.3);
• (c) Unauthorized use of the User's account (due to the User's negligence or failure to protect their password);
• (d) Claims that the UGC (Section 7) shared by the User on the Platform infringes a third party's intellectual property (copyright, trademark), privacy, or personality rights.

12. Suspension and Termination of the Contract

12.1. Termination by User: The User may stop using the Platform at any time and request the deletion of their account.

12.2. Termination or Suspension by Bikilo: Bikilo reserves the right to immediately suspend or terminate the User's access to the Platform or membership, at its sole discretion, with or without prior notice, for any reason or no reason, including but not limited to:

• (a) The User's breach of these Terms (especially obligations in Section 3.3, Section 5.3, or Section 7.3);
• (b) Reasonable suspicion that the User is engaged in fraudulent, deceptive, or illegal activities;
• (c) A legal or regulatory requirement (e.g., court order);
• (d) The User's account remains inactive for a long period (e.g., 12 months or more).

12.3. Consequences of Termination: Upon termination, the User's right to use the Platform and the license under these Terms shall immediately cease.

13. Governing Law and Jurisdiction

This section determines which country's laws will govern potential legal disputes between the User and Bikilo and in which courts they will be resolved.

13.1. Governing Law:

These Terms and any dispute arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales. Since "United Kingdom" law includes different legal systems (Scotland, etc.) and can be ambiguous, the parties specifically choose the law of "England and Wales". However, if the User is a "Consumer", this choice of law shall not deprive the User of the protection afforded to them by the Mandatory Legislation of their country of residence, which cannot be derogated from by agreement.

13.2. Jurisdiction - SPLIT CLAUSE: The parties agree to the jurisdiction of the following courts based on the nature of the dispute:

• (a) All Other Disputes (Exclusive Jurisdiction): For all disputes, claims, or disagreements not covered by Article 13.2(a) (including when the User is not acting as a Consumer, commercial disputes, disputes between Bikilo and a Merchant, or intellectual property claims), the parties irrevocably submit to the exclusive jurisdiction of the High Court of Justice of England and Wales in London.

14. Miscellaneous Provisions (General Provisions)

14.1. Changes to the Terms: Bikilo may modify these Terms at any time, in its sole discretion, and unilaterally. Changes take effect the moment they are published on the Platform, and your continued use of the Platform signifies your acceptance of the modified Terms. Significant changes may be announced to you via email or in-Platform notification.

14.2. Force Majeure: Bikilo shall not be held responsible for delays or failures in performance resulting from events beyond Bikilo's control, including but not limited to adverse weather conditions impeding transport, transportation disruptions, large-scale infrastructure and internet failures, cyber-attacks, fire, earthquake, flood, other natural disasters, epidemics, quarantine measures, war, acts of terrorism, riots, strikes, or the actions and regulations of official authorities (government).

14.3. Severability: If any provision of these Terms is found by a competent court or authority to be invalid, illegal, or unenforceable, that provision shall be deemed severed from the Terms, and the validity and enforceability of the remaining provisions shall remain in full force and effect.

14.4. No Waiver: Bikilo's failure or delay in exercising any right or remedy under these Terms shall not be construed as a waiver of that right or remedy.

14.5. Notices and Communication: Notices to the User may be made via the email address registered with the Platform, SMS, or in-Platform notification (push notification). The User must communicate all official notices, complaints, and communications regarding Bikilo via the email address info@bikilo.com.

14.6. Effectiveness: These Terms and all documents incorporated by reference (Privacy Policy, etc.) shall become effective the moment the User installs the Platform on their device, creates a membership, logs in, or uses it, and shall constitute the entire and complete agreement between the parties.