Version: 1.0
Publication date: 2026-08-11
Effective date: 2026-08-16
Mealzo services are provided by:
Trading name: Mealzo Store
E-mail: hello@mealzo.store
Website: mealzo.store
This entity is referred to below as "Mealzo".
1. These Terms set out the rules for using the mealzo.store website, the Mealzo application, the Customer Account, and the services consisting of preparing and delivering multi-day meal packages.
2. Mealzo is a single brand and a single service provider. It is not a marketplace platform and does not act as an intermediary between the Customer and independent restaurants.
3. Initially, meals are prepared in a single kitchen located in Bang Na, Bangkok. Deliveries are carried out only within the active Delivery Zones indicated on the website or in the application.
4. These Terms apply to B2C consumer sales. Regular catering for companies, offices and institutions may be covered by a separate agreement or separate B2B terms.
5. When using Mealzo, the Customer should also review the current Privacy Policy, Cookie Policy, Allergen and Food Safety Policy, and the information relating to the specific Package.
6. If mandatory applicable law grants the Customer broader rights than these Terms, the provisions of the law apply.
In these Terms, the following terms have the following meanings:
1. Application – the Mealzo mobile application made available to Customers.
2. Cut-off – the final deadline for changing the Menu, the address, skipping a Delivery Day or making any other change affecting fulfilment. The standard Cut-off is 18:00 Asia/Bangkok time on the day preceding the delivery in question.
3. Delivery Day – a day on which Mealzo is due to deliver Meals in accordance with the Package schedule.
4. Customer – a natural person using Mealzo or placing an Order for private purposes.
5. Account – the Customer's individual profile in the Mealzo system.
6. Menu – the set of Meals available or assigned for a given Delivery Day.
7. Automatic Menu – a Menu assigned by the system when the Customer does not make their own selection within the required deadline, or when the chosen Package does not provide for individual selection.
8. Package – a paid, predefined set of services covering the preparation and delivery of Meals for 3, 7, 14, 30 or another number of active Delivery Days indicated before purchase.
9. Meal Plan – a variant of the Mealzo offer available at a given time, for example Balanced, Weight Loss, High Protein, Vegetarian, Vegan, Keto, Low Carb, Fitness or another Plan described on the website.
10. Meal – a ready-to-eat food product prepared or packed by Mealzo.
11. Skip – skipping a selected Delivery Day and moving the unused day to the end of the Package, in accordance with these Terms.
12. Pause – a temporary suspension of Package fulfilment.
13. Website – the Mealzo website together with its available features.
14. Delivery Zone – an active geographic area within which Mealzo accepts and fulfils deliveries.
15. Order – an order for a Package placed via the Website, the Application or a sales channel approved by Mealzo.
1. No Account is required to browse the public part of the Website.
2. An Account may be required to manage an active Package, select the Menu, use Skip or Pause, change the address, and check the schedule and Order history.
3. During registration, the Customer provides true and current data, in particular their first and last name, e-mail address, phone number and password.
4. The phone number may be verified with a one-time OTP code. Mealzo may also enable sign-in with Google.
5. Mealzo may offer a guest checkout based on the phone number and OTP verification. Placing an Order as a guest does not exempt the Customer from accepting the Terms and the documents required to conclude the contract.
6. The Customer is responsible for keeping their login credentials confidential and for actions taken by persons to whom they knowingly granted access to the Account.
7. In case of suspected unauthorised access, the Customer should immediately change the password and contact Mealzo.
8. The Customer may request deletion of the Account. Deleting the Account does not delete data that Mealzo must retain to settle Orders, handle complaints, fulfil tax obligations or defend claims.
9. Mealzo may be used independently by persons aged 20 or over. A younger person may use the services only with the consent and under the supervision of a parent or legal guardian.
1. Creating an Account and placing an Order requires active acceptance of the Terms via a pre-unticked checkbox or an equivalent electronic action.
2. Marketing consents, consents for optional cookies and consents relating to allergy or health data are presented separately whenever they are required.
3. Mealzo records proof of acceptance including at least the document version, the date and time, the language, the acceptance channel, the Customer or Order identifier, and the technical information needed to evidence the acceptance.
4. The Customer may download or open the content of the documents before accepting them.
5. In the event of a material change to the Terms, Mealzo may ask for renewed acceptance before the purchase of a new Package or continued use of the features affected by the change.
1. Mealzo primarily sells multi-day Packages, not single meals ordered independently each day.
2. The available lengths, number of Meals per day, Meal Plan, calorie level, start date and price are presented to the Customer before the Order is placed.
3. A Package has a defined number of active Delivery Days. Calendar days on which no delivery is scheduled do not reduce the number of Package days.
4. A Package is concluded for a fixed term and does not renew automatically. Automatic renewal may only be introduced as a separate feature, after clearly informing the Customer and obtaining separate consent.
5. The availability of specific Plans and variants may change. The offer shown to the Customer at the moment of placing the Order is binding.
6. Plan names such as Weight Loss, Fitness, High Protein or Keto describe how the Menu is composed. They do not constitute a guarantee of weight loss, muscle gain, improved medical results or any specific outcome.
1. The Menu varies from day to day. A Customer purchasing a Package accepts that the set of Meals need not be the same every day.
2. Depending on the Package, the Customer may:
3. If the Package allows Menu selection, the Customer should make their choice before the Cut-off.
4. If the Customer does not make a selection before the Cut-off, Mealzo will assign an Automatic Menu consistent with the purchased Plan and the available information about the Customer's preferences.
5. Mealzo may replace an unavailable Meal with another Meal of a similar character and comparable nutritional value. Substitutions take into account recorded allergies and restrictions that Mealzo has previously confirmed it can handle.
6. Mealzo will inform the Customer of a material Menu change where reasonably possible.
7. Photos of Meals are for information purposes. The actual appearance may differ slightly due to natural variations in ingredients, preparation and packaging, but the Meal should match its description and basic composition.
1. Energy values and macronutrients are calculated based on recipes, portion weights and ingredient data.
2. Due to natural variation between raw ingredients and the preparation process, the actual value of a Meal may differ slightly from the value stated in the Menu.
3. Mealzo takes reasonable steps to ensure that the daily energy value matches the chosen variant, but does not guarantee a mathematically identical number of calories in every set.
4. Nutritional information is not medical advice or individual dietary advice.
5. A person with a chronic illness, who is pregnant or breastfeeding, taking medication, has an eating disorder or other special needs should consult a doctor or an appropriately qualified professional before choosing a Plan.
1. The Order process may include choosing the Plan, calorie level, number of Meals, Package length, cuisine style, start date, address and payment method.
2. Before confirming the Order, the Customer receives a summary containing the key Package parameters and the total price.
3. The Order price is always calculated and validated on the Mealzo server side. The amount submitted by the browser or the Application is not an independent basis for settlement.
4. The Customer can correct their data before placing the Order.
5. Submitting the form expresses the intention to purchase the Package on the terms shown.
6. The contract is concluded after:
7. The mere display of a Package or price does not guarantee availability. If Mealzo cannot accept an Order, it will inform the Customer and refund any amount collected.
8. The Order confirmation should include the Order number, the Package parameters, the price, the start date, the delivery address, the payment status and a link to the documents accepted at purchase.
1. Prices are stated in Thai baht, in a format such as: `149.00 ฿`.
2. The final price shown before the Order is confirmed includes all mandatory fees and taxes relating to the purchase. The delivery fee, if any, is shown separately or clearly included in the Package price.
3. Add-ons such as Extra Protein, special Menu variants or a higher calorie level may increase the price. Any surcharge must be visible before the Order is confirmed.
4. Mealzo will not charge an amount higher than the amount accepted by the Customer without presenting the price again and obtaining confirmation.
5. In the event of an obvious pricing error, Mealzo may suspend fulfilment and offer the purchase at the correct price, or cancel the Order and refund the entire amount collected.
1. The Customer may only use payment methods shown as active at checkout.
2. Information about planned integrations, such as PromptPay, Thai QR, bank payments, 2C2P, cards, Apple Pay or Google Pay, does not mean they are available until they go live at checkout.
3. The Package will not be activated until the system confirms payment, unless Mealzo expressly permits another form of settlement.
4. An Order awaiting payment may be automatically cancelled after 30 minutes, unless the checkout shows a different time.
5. In the event of a double payment, an incorrect amount being charged, or a payment without an Order being created, Mealzo will refund the unduly collected amount after confirming the transaction.
6. Refunds are, as a rule, made to the same payment method used for the purchase, unless this is technically impossible or the parties agree otherwise.
1. The Customer chooses a start date from the dates available in the system.
2. Date availability depends on the Delivery Zone, the Cut-off, kitchen production capacity, working days, public holidays and the availability of the chosen Plan.
3. The Package begins on the first confirmed Delivery Day.
4. Days on which Mealzo does not deliver are not counted as used Delivery Days.
5. If Mealzo has to cancel a specific Delivery Day, the Customer may choose:
6. If the Customer does not make a choice within 7 days of receiving the information, the unfulfilled day will be moved to the end of the Package.
1. The standard Cut-off is 18:00 Asia/Bangkok time on the day preceding the delivery.
2. Before the Cut-off, depending on the features available for the given Package, the Customer may:
3. After the Cut-off, Mealzo may refuse a change, because ingredients may have been ordered and the Meal sent into production.
4. For each Delivery Day, the system should display the exact Cut-off date and time.
5. A change of Plan, calorie level or number of Meals applies only to future days that have not passed the Cut-off. If the change increases the price, the Customer pays the difference. If it reduces it, the difference is refunded or recorded as Mealzo credit, at the Customer's choice.
1. The Customer may skip a Delivery Day if the Skip is submitted before the Cut-off.
2. A properly skipped day is not lost. It is moved to the end of the Package.
3. A Skip covers the entire Delivery Day, unless the system expressly allows skipping a single Meal.
4. The total extension of the Package end date resulting from Skips may not exceed 30 calendar days beyond the original end date.
5. If the limit is exceeded for reasons attributable to Mealzo, the limit does not apply.
6. After the Cut-off, a Skip may be rejected and the day treated as used.
1. The Customer may pause an active Package for a period of 2 to 30 calendar days.
2. A Pause must be requested before the Cut-off of the first day to be paused.
3. During the Pause, unused Delivery Days are postponed and the Package is not fulfilled.
4. The total Pause period within a single Package may not exceed 30 calendar days, unless Mealzo agrees to a longer period for a valid reason.
5. The Package resumes automatically on the date indicated by the Customer. The Customer may resume it earlier if they request the change before the applicable Cut-off and production capacity is available.
6. A Pause does not entitle the Customer to a refund for unused days, because the days are moved to a later date.
1. The Customer may cancel the Package before the first Cut-off. In that case, Mealzo will refund the entire amount paid.
2. If the Customer cancels the Package after the first Cut-off but before the first delivery, Mealzo will refund the price reduced only by the proportional value of the day or days that passed the Cut-off and were sent into production.
3. After the Package has started, the Customer may cancel future Delivery Days. The refund covers days that:
4. The refund value is calculated based on the price actually paid for the Package, in proportion to the number of eligible unused days. Mealzo does not retroactively recalculate used days at the higher price of a shorter Package.
5. Mealzo does not charge any additional administrative fee for cancellation.
6. The refund will be initiated within 14 calendar days of the cancellation being approved. The time it takes to appear in the account depends on the bank or payment operator.
7. The above rules do not limit the Consumer's statutory rights, including rights arising from distance selling or direct marketing regulations, where they apply to the transaction.
8. If Mealzo cancels the Package for reasons attributable to Mealzo, the Customer will receive a refund for all unfulfilled days or, with the Customer's consent, an equivalent credit.
1. Mealzo delivers only within active Delivery Zones.
2. The first Delivery Zone is intended to cover a limited area around the kitchen in Bang Na, ultimately around 10 km, according to the map and validation available when placing the Order.
3. The mere fact that an address is located in Bangkok does not mean Mealzo can serve it.
4. The Customer should select the address from the map or provide coordinates if the system requires it.
5. The final decision on address eligibility is made on the server side based on the active Delivery Zone.
6. Mealzo may change Zone boundaries for the future, but such a change does not deprive the Customer of the right to receive already confirmed deliveries without a substitute solution being provided.
7. If an active Customer's address ceases to be served, Mealzo will offer an address change, rescheduling of days, a credit, or a refund for unfulfilled days.
1. The Customer provides the exact address, the building or condominium name, the unit number, the floor, a phone number and any necessary instructions.
2. Where available, the Customer should place the map pin at the actual pick-up location.
3. Changing the address for a specific Delivery Day requires the Zone to be re-validated and may be rejected if the new address is outside the Zone or no delivery capacity is available.
4. The Customer should inform Mealzo of building entry restrictions, required registration, a closed reception desk, or a ban on leaving deliveries.
5. Mealzo is not liable for a delay resulting from incorrect data if it could not reasonably have detected the error before the driver departed.
1. A Meal may be handed to the Customer, a designated person, the reception desk or security staff, or left at an agreed location.
2. Leaving a Meal without personal handover is only possible if the Customer has consented to it in the delivery instructions.
3. If the driver cannot reach the Customer, they will make at least two contact attempts within about 10 minutes.
4. Where the Customer has previously allowed the Meal to be left, delivery may be completed at the indicated safe location.
5. If a lack of contact, an incorrect address or lack of access to the building prevents delivery, and the problem results from the Customer's data or actions, the day may be treated as used. Mealzo is not obliged to prepare a fresh Meal again without an additional charge.
6. The risk of quality deterioration after the Meal has been properly left at the location indicated by the Customer passes to the Customer, except for damage resulting from Mealzo's error or a failure to properly protect the Meal.
1. The delivery time may be given as a time window rather than a to-the-minute guarantee.
2. Delivery times may be affected by road conditions, weather, building access control, breakdowns and other events beyond the driver's control.
3. Mealzo will inform the Customer of a significant delay when it has such information.
4. If a delay means the Meal is no longer safe to eat, or the delivery loses its practical purpose for the Customer, Mealzo will offer appropriate compensation: redelivery, a credit, or a refund of the proportional part of the price.
1. The Customer should check the composition and allergen information before selecting and before consuming a Meal.
2. Mealzo distinguishes between:
3. A preference, for example "no pork" or "not spicy", is not automatically treated as an allergy.
4. Mealzo may refuse a modification that the kitchen cannot carry out safely or consistently.
5. Meals are prepared in a shared kitchen where peanuts, tree nuts, crustaceans, fish, milk, eggs, soy, wheat, gluten and sesame, among others, may be used. Despite precautionary procedures, cross-contact cannot be completely excluded.
6. Mealzo does not guarantee a completely allergen-free environment and may decline to serve a person with a severe allergy if it cannot guarantee an adequate level of safety.
7. A Customer with a severe allergy should contact Mealzo before purchasing and should not rely solely on the filters in the application.
8. Allergy and health data are processed in accordance with the Privacy Policy and, where required, on the basis of separate consent.
1. The Customer should follow the instructions on the packaging, the label or in the Application.
2. After receipt, the Meal should be eaten promptly or placed in the refrigerator, in accordance with the instructions.
3. The Customer should not eat a Meal after its use-by date, after it has been left in high temperatures for a long time, if the packaging is damaged or unsealed, or when its smell or appearance raises reasonable doubts.
4. If a food safety problem is suspected, the Customer should not eat the Meal and should contact Mealzo immediately.
5. Mealzo is not liable for quality deterioration resulting from storage or reheating contrary to the instructions, except where the problem already existed at the time of delivery.
1. A complaint can be submitted by e-mail to hello@mealzo.store, via the contact form, by phone or via LINE, once these channels are made available.
2. The report should include the Order number, the delivery date, a description of the problem and, where possible, photos of the packaging and the Meal.
3. A problem relating to food safety, an allergen, a foreign object, spoilage or a health reaction should be reported immediately.
4. Issues concerning the number of boxes, a wrong dish, damage or quality are best reported within 2 hours of receipt and no later than within 24 hours. A later report does not automatically forfeit any rights, but it may make it harder to reliably establish the cause.
5. Mealzo will confirm receipt of the complaint and, as a rule, respond within 7 calendar days. In matters requiring laboratory analysis, payment operator data or supplier clarifications, the deadline may be extended, of which the Customer will be informed.
6. Depending on the situation, Mealzo may offer:
7. If a Meal may have posed a health risk, Mealzo may ask the Customer to keep the packaging or the remaining part of the product for collection and analysis.
1. A payment error, an incorrect charge, lack of access to a purchased Package, or an Account problem can be reported via the available contact channels.
2. Mealzo may ask for confirmation of the transaction, excluding full card details and passwords.
3. Mealzo never asks for a password, an OTP code or a full card number to be sent by e-mail, chat or phone.
4. A Website outage does not release Mealzo from the obligation to fulfil a confirmed Order. In the event of an outage, the Customer should be able to make contact via an alternative channel.
1. Mealzo may cancel a delivery due to a food safety risk, a kitchen breakdown, a lack of safe ingredients, weather events, decisions of the authorities or another serious event.
2. In such a case, the Customer will be informed as soon as possible.
3. The Customer may choose to reschedule the day, receive a credit, or receive a refund of the proportional part of the price.
4. If Mealzo is repeatedly unable to fulfil the Package, the Customer may cancel the remaining part and receive a refund for the unfulfilled days.
The Customer undertakes to:
1. provide true and current data;
2. not share the Account with unauthorised persons;
3. not interfere with prices, discounts, the API or security measures;
4. not exploit system errors to obtain an undue advantage;
5. ensure that delivery can be received;
6. check the Menu, composition and allergens;
7. store and reheat Meals in accordance with the instructions;
8. not resell Meals for commercial purposes without Mealzo's consent;
9. communicate with staff and drivers with respect for their safety and dignity.
1. It is prohibited to circumvent security measures, access other people's Orders, automatically copy data, introduce malicious software, falsify payments or abuse discount codes.
2. Mealzo may temporarily block an Account if there is a reasonable suspicion of fraud, a security breach or a threat to other persons.
3. Before permanently closing an Account, Mealzo will inform the Customer of the reason and allow them to clarify the matter, unless doing so would be contrary to the law, security requirements or an obligation to keep proceedings confidential.
4. Closing an Account may not deprive the Customer of a refund for unfulfilled, properly paid services, unless the amount has been lawfully set off against a documented Mealzo claim.
1. Mealzo strives to ensure continuous availability, but may temporarily take the system offline for maintenance, updates or fault repair.
2. Mealzo does not guarantee that every feature will be available on every device and in every browser version.
3. Key information about an active Package should also be obtainable via an alternative contact channel.
4. Mealzo may require an Application update where necessary for security or compatibility reasons.
1. Mealzo is liable for the conformity of the Meals and services with the contract and for damage for which it is responsible under Thai law.
2. These Terms do not exclude liability for death, personal injury, gross negligence, intentional acts, a dangerous product, or other cases where an exclusion of liability is impermissible.
3. Mealzo is not liable for the consequences of:
4. Nothing in these Terms limits the Consumer's statutory rights.
1. Extraordinary events may include, in particular, floods, fires, extreme weather, epidemics, riots, decisions of the authorities, road closures, and prolonged failures of power, telecommunications or payment systems.
2. Mealzo will inform the Customer of the event's impact on Package fulfilment.
3. Days that cannot be fulfilled due to an extraordinary event will be rescheduled, converted into a credit, or refunded at the Customer's choice, unless mandatory legal provisions require a different solution.
1. The Customer may be given the ability to leave reviews and rate Meals.
2. A review should describe a genuine experience and may not violate the law, privacy, copyright or personal rights.
3. Mealzo may remove unlawful content, spam, threats, third parties' data, or content unrelated to the service.
4. Mealzo does not remove legitimate criticism solely because it is negative.
5. Using a review in advertising requires a legal basis and, where needed, the author's consent.
1. The Mealzo name, marks, graphics, photos, texts, Website layout, software and databases may be protected by law.
2. The Customer may use them solely for their own use, to the extent needed to use the services.
3. Without Mealzo's consent, it is not permitted to copy the entire offer, use the photos commercially, impersonate Mealzo, or create services misleading as to their association with the brand.
1. The rules for processing personal data are described in the Privacy Policy.
2. Mealzo processes the data needed for registration, Order fulfilment, payments, deliveries, customer service, security and compliance with legal obligations.
3. Information about allergies, intolerances and health may constitute data requiring enhanced protection. Mealzo restricts access to such data to persons who need it to safely prepare and deliver Meals.
4. The rules for using cookies and similar technologies are described in a separate Cookie Policy.
5. Optional cookies should not be activated before the required consent has been obtained.
1. Mealzo may send messages necessary for providing the service, including OTP codes, confirmations, payment statuses, and information about the Cut-off, the Menu, delivery, changes and Account security.
2. Transactional messages are not marketing and may be necessary to fulfil an active Package.
3. Marketing via e-mail, SMS, LINE or PUSH is conducted on an appropriate legal basis and can be opted out of.
4. The Customer should keep their phone number and e-mail address up to date.
1. Mealzo may amend the Terms due to changes in the law, the offer, system features, payment methods, delivery rules, safety requirements, or the need to clarify ambiguities.
2. Each version has a number, a publication date and an effective date.
3. A material change affecting an active Package will be communicated to the Customer with appropriate advance notice.
4. A change does not apply retroactively to the Customer's detriment with respect to services already paid for and performed, unless required by law.
5. Mealzo retains the version of the Terms accepted with a given Order.
1. In the event of a planned closure of the business, Mealzo will inform Customers with active Packages and settle any unfulfilled days.
2. Mealzo may transfer the business to a legal successor, provided that Customers' rights are preserved and they are informed of the change.
3. Closing the business does not release Mealzo from the obligation to settle paid, unfulfilled services.
1. These Terms and contracts concluded with Mealzo are governed by the law of the Kingdom of Thailand.
2. The Customer should first contact Mealzo to allow the problem to be resolved amicably.
3. The Customer may exercise the rights and remedies provided by Thai consumer law and turn to the competent authorities or courts.
4. Disputes are heard by the courts having jurisdiction under Thai law. These Terms do not impose a court in a way that would limit the Consumer's mandatory rights.
1. These Terms may be made available in Thai, English, Polish, German, French, Russian, Simplified Chinese and Burmese.
2. The language versions should convey the same meaning.
3. For business conducted in Thailand, the Thai version is the prevailing version, subject to Consumer rights and the assessment of the competent court or authority.
4. The Thai version must be reviewed before publication by a person with appropriate legal qualifications in Thailand.
1. If any provision proves invalid or unenforceable, the remainder of the Terms remains in force to the extent permitted by law.
2. A failure to immediately exercise a given right does not constitute a waiver of it.
3. The current Terms are available on the Website and in the Application in a manner allowing them to be saved and reproduced.
4. For matters relating to these Terms, Mealzo can be contacted at:
E-mail: hello@mealzo.store