Terms & Conditions
Last updated 19 September 2026
By using the Pacco website or app you agree to be bound by these terms. If you do not accept them, please stop using the platform.
1. Your account
You must be 18 or over to open an account and place orders. Under 18, you may use Pacco only under the supervision of a parent or guardian who accepts these terms on your behalf.
One number, one account. You register with an active mobile number and agree to receive transaction, verification and promotional messages from Pacco.
Identity checks. For high-value transactions, device repairs and peer-to-peer parcels, Pacco may ask you to confirm your NID or passport.
Your login is yours to protect. Keep your password and one-time codes to yourself. Anything ordered through your account is treated as ordered by you.
2. Parcels and courier
Declare it accurately. When you book a rider, describe the item, its weight, whether it is fragile, and what it is worth.
Never send:
- Cash, bank cheques, lottery tickets, gold, gems or financial securities
- Narcotics, unprescribed medicines, alcohol or banned stimulants
- Firearms, ammunition, weapons, fireworks, explosives or corrosive chemicals
- Decomposing organic matter, protected wildlife or human remains
We may open a package. Pacco, its hub agents and its riders may inspect or refuse any parcel they suspect breaks these rules. If illegal goods are found, your account is locked, the parcel goes to law enforcement, and your details and location history go with it.
What we cover. For an uninsured parcel lost to a crash, theft, road incident or fire in a hub, Pacco's maximum liability is ৳2,000 or the item's actual cost, whichever is lower. For anything worth more, buy Cargo Protection Premium at checkout — verified losses are then covered up to ৳50,000.
3. Food
Pacco is the platform, not the kitchen. We do not own or run any restaurant, home kitchen or foodcart listed here. Preparation, hygiene, freshness, portions and recipes are entirely the merchant's responsibility.
Once a kitchen accepts your order it cannot be cancelled or refunded on a change of mind, because the food is already being cooked.
A merchant may cancel — ingredients run out, power fails, the kitchen is overwhelmed. If you paid digitally, the full amount is refunded to your original payment method or your Pacco wallet within 3 business days.
Allergies and food safety. Pacco is not liable for illness or allergic reactions from food ordered here. Check ingredients with the merchant before ordering if you need to.
4. Pacco Mall
Stock is live. If something sells out after you order, it is removed from your basket, refunded to your wallet immediately, and the rest of your order is delivered.
Substitutions are your choice at checkout: allow a similar brand at the same size and price, or have the item removed if your exact choice is unavailable.
Check fresh items at the door. Fish, meat, milk, eggs and leafy greens must be inspected while the rider is with you. Hand back anything bruised, damaged or out of date and the rider logs the return there and then. Once the rider leaves, fresh items cannot be claimed for.
5. Repairs
The diagnostic fee is not refundable. It pays the technician for travelling to you and diagnosing the fault, even if you decide not to go ahead with the repair after seeing the estimate.
Back up your data first. Pacco and its technicians are not liable for lost data, corrupted systems, erased files or sync failures during a repair. That responsibility is entirely yours.
Parts and warranty. Technicians will offer you a choice between original manufacturer parts and compatible third-party ones. Pacco warrants the labour for 3 days. That warranty is void if anyone outside Pacco opens or works on the device afterwards.
6. Subscriptions
What you buy. A subscription is a package of deliveries for a service such as Lunch box or Milk — for example, 23 lunches. A package counts deliveries, not calendar days: it lasts until every delivery you paid for has been made, on the days of the week you choose.
Paid in advance. You pay for the whole package when you subscribe or renew, from your Pacco wallet or online by card, bKash or Nagad. Subscriptions cannot be paid in cash. Deliveries start once the package is paid.
Prices. Packages are priced by delivery zone. When a delivery runs between two addresses, such as home and office, the farther of the two sets the zone. The price of a package is fixed once you have paid for it; a later change to our prices applies only when you renew.
Changing a day. Until the service's cut-off the evening before — 8:00 pm unless the service says otherwise — you can skip a day, bring a skipped day back, or change that day's item or quantity. A skipped day is not used up. After the cut-off, the day is prepared and counts as used.
Pausing. While a subscription is paused, nothing is delivered and nothing is used up. When you resume, deliveries start again from the next open day.
Days we are closed. On public holidays and any other day Pacco closes a service, nothing is delivered and nothing is counted.
Unused deliveries expire 60 days after your last delivery, or 60 days after you paid if nothing has been delivered yet. Pausing does not stop this clock. We remind you when three deliveries are left, and nothing renews or charges you automatically.
If we miss a day, because the rider did not come or the shop could not supply, it is not counted and we tell you.
If you miss a day, the rider waits ten minutes, as at any door (section 8). If nothing is handed over for collection, or nobody takes the delivery, the day counts as used. Food is not brought back for a second try.
Cancelling. You can cancel from your account at any time. Deliveries already prepared are made and counted. Every unused delivery is refunded to your Pacco wallet at the package price divided by its deliveries, including what you paid for the goods and for any evening return.
Changing an address. Contact us to change a collection or delivery address. The change applies from the next delivery prepared after it. If the new address is in a dearer zone, the new price applies when you renew.
If a service ends. If Pacco stops offering a service, packages already bought keep running until every delivery is made, or you can cancel for a refund of the unused deliveries.
Lunch boxes you send
Pacco carries it; you cook it. We collect the box you prepare and deliver it. Its contents, hygiene, freshness and allergens are your responsibility.
Pack it to travel. Hand the box over closed, leak-proof and labelled with your name. The rider may refuse a box that is open, leaking or already spilled; that day then counts as used. The box carries food only, and the list of things never to send in section 2 applies.
Your box in our care. A box lost or damaged while Pacco has it is covered as a parcel: up to ৳2,000 or its actual cost, whichever is lower. Pacco is not responsible for food that spoils because it was not ready for collection or not taken on delivery.
The evening return is an optional add-on at the extra price shown when you subscribe. The empty box is collected in the evening window and brought home. Skipping a day skips its evening return too.
Milk and kitchen meals
Ordered for you each evening. After the cut-off, each day's order is placed with the shop or kitchen automatically, already paid from your package. For kitchen meals, section 3 applies: Pacco is the platform, not the kitchen.
A different item for a day. A dearer choice is charged to your wallet, and a cheaper one credited to it, the evening before it is delivered. If your wallet cannot cover a dearer choice, your usual item is sent.
Check fresh items at the door. Milk and other fresh items follow section 4: inspect them while the rider is with you.
7. Paying
You can pay by cash on delivery, card, mobile financial services (bKash, Nagad, Rocket, Upay), or your Pacco wallet.
Cash on delivery has a limit. Your account carries a rolling COD credit limit based on its age and history. If your outstanding undelivered orders reach ৳20,000, cash on delivery is unavailable until those are completed and paid.
Chargeback fraud. Attempting a false card chargeback or mobile-money reversal on an order that was delivered, tracked and confirmed with a code will result in a permanent ban, and your details being passed to the Bangladesh Financial Intelligence Unit.
8. Delivery
Drop your pin accurately. Pacco is not responsible for delays caused by a wrong address or a pin somewhere a rider cannot reach.
Riders wait ten minutes. If you do not answer your phone, respond in the app, or take the package within ten minutes of arrival, the order is marked undeliverable. The delivery fee still stands, and perishable food is discarded without a refund.
Things outside our control. Pacco is not liable for delays caused by hartals, flooding, earthquakes, blockades, curfews, telecoms failures or cyber-attacks.
9. How to behave
Treat Pacco's staff, support agents, hub managers and riders with respect. You must not:
- Use abusive, obscene or threatening language to anyone at Pacco
- Contact a rider or technician on their personal number after a job is closed
- Reverse-engineer, scrape or attack the platform
- Create fake accounts to exploit coupons, referrals or promotions
10. Your data
Using the platform means Pacco collects and processes your personal information, as set out in the Privacy Policy. Identity records, phone numbers and billing details are stored with AES-256 encryption, and live location is tracked only while an order is active, to route the rider to you.
We do not sell your data. It is shared only with the operational partners needed to complete your request — the rider on your delivery, the technician at your door.
11. Ending an account
Pacco may suspend or close an account without notice for breaking these terms, committing fraud, or putting the network at risk — including forfeiting reward points and blocking the device.
Debts are recoverable. If your account carries a negative balance from an adjustment or an uncollected payment, Pacco may pursue it, including through collections, until it is cleared.
12. Law and disputes
These terms are governed by the laws of the People's Republic of Bangladesh, including the Information and Communication Technology Act 2006 and the Consumer Rights Protection Act 2009.
Any dispute goes first to mediation with Pacco's legal department in Jashore. If it is not resolved within 30 calendar days, it goes to the courts of Jashore, Bangladesh.
13. Accepting these terms
By registering, signing in, or continuing to use Pacco, you confirm that you have read and accepted these terms and the Privacy Policy.