Terms of Service

These terms apply when you use CEYRES as a customer. That includes the CEYRES app, ordering at a restaurant table through qr.ceyres.com, and our ordering websites order.ceyres.com and booking.ceyres.com.

By creating an account, placing an order or booking a parcel, you agree to these terms. If you do not agree, please do not use CEYRES.

Our Privacy Policy explains what personal data we collect and how we use it. Our Refunds and cancellations page is part of these terms.

If you use CEYRES to run a business, see section 25.

1. Who we are

CEYRES is run by IPERLY (PVT) LTD, a company registered in Sri Lanka (company registration number PV00262623). Our registered office is at No. 166/1 Aluththota, Waikkala, Sri Lanka. In these terms, "CEYRES", "we", "us" and "our" mean IPERLY (PVT) LTD.

CEYRES is a platform. Restaurants, shops and service providers (in these terms, "businesses") are independent. They sell their food, products and services to you through CEYRES. Each business is responsible for what it sells.

CEYRES:

• runs the app and our ordering websites;
• takes your payment when you pay by card or with CEYRES Points;
• runs CEYRES Rush, our own parcel delivery service;
• handles customer support, and the cancellation and refund of payments made through CEYRES.

Card and Points payments are made to IPERLY (PVT) LTD. We then pay the business under our agreement with it.

2. Who can use CEYRES

• You must be at least 18 years old to create a CEYRES account.
• You can browse the app without an account. You need an account to order delivery or takeaway in the app, to buy Points or a gift card, or to book a parcel. You can order at a restaurant table without one (section 14).
• If you order at a table on qr.ceyres.com and confirm your phone number with a one-time code, we create a CEYRES customer record for that number. We use it to keep your orders and your table bill. You choose a PIN the first time you sign in to the app with that number.
• Give us accurate details and keep them up to date, especially your phone number and delivery addresses.

3. Signing in and keeping your account safe

• You sign in with your mobile number, a one-time code that we send by WhatsApp or SMS, and a 6-digit PIN that you choose.
• You can be signed in on only one device at a time. When you sign in on another device, we sign you out on the others and send you an alert.
• If you do not use the app for a few minutes, it locks. You unlock it with your PIN, or with Face ID or your fingerprint if you have turned that on.
• Face ID and fingerprint sign-in are optional. The check happens on your phone. We never receive your face or fingerprint data.
• Keep your PIN secret. Never give your PIN, or a sign-in, PIN-reset or account-deletion code, to anyone. CEYRES staff will never ask you for them.
• The only code you should give to a person is a delivery code. We send it by SMS when a driver is bringing your order. Give it to the driver when your order arrives.
• On qr.ceyres.com, a one-time code sent to your phone is enough to pay with your Points. Keep those codes to yourself too.
• On order.ceyres.com and booking.ceyres.com, you sign in with your email address or phone number and a password. That account is separate from your CEYRES app account.

If your phone is lost, or someone else may know your PIN:

• If you can still receive messages on your phone number, sign in on another phone. This signs the lost phone out. Then change your PIN in Profile → Settings → Change PIN.
• Tell us straight away (section 24). We can block your account so that no one can sign in until it is safe again, and we will look into any payment you did not make.

Security checks. To protect your account and your payments, the app checks your phone. If it finds that the phone is rooted or jailbroken, or that a hooking tool (software that interferes with other apps) is running, it signs you out, and you cannot sign in or pay on that phone. On a rooted Android phone the app also closes. If you think a check has blocked you by mistake, contact us and a person will review it.

4. Messages we send you

• We send sign-in codes by WhatsApp or SMS.
• We send messages about your orders, payments and account by SMS and push notification. We also email receipts, and PIN-reset codes if you reset your PIN by email, when you have added an email address. These messages are part of the service.
• You can turn push notifications off in Profile → Settings, or in your phone's settings. We still send the SMS and emails you need, such as sign-in codes, security alerts and receipts.
• We send offers and promotions, by push notification, SMS or email, only if you turn on Promotions & Offers in Profile → Settings. It is off unless you turn it on, and you can turn it off at any time. A business you have placed a paid order with in the last 180 days can also send you offers through CEYRES by push notification, but only while this setting is on.

5. Orders, prices and bookings

• Menus, prices, photos, descriptions and allergen information come from the business. If you have an allergy or another dietary need, check with the business before you order.
• Prices are in Sri Lankan Rupees (LKR).
• Before you pay, checkout shows the price of each item and every other charge. That includes any service charge and VAT the business adds, the CEYRES platform fee, the delivery fee and any discount. The total shown at checkout is the amount you pay.
• Your order is a request to the business. The business may decline it, and an item may turn out to be unavailable. If your order cannot be fulfilled, we cancel it and refund what you paid (section 11).
• Some orders can be scheduled for later. The times you can choose depend on the business's opening hours.
• Promo codes and offers have conditions. For example, an offer may be limited to a first order, a minimum spend, certain dates, certain businesses or certain ways of paying. We may refuse or remove a code that does not meet its conditions or is being misused.
• We may refuse or cancel an order if we suspect fraud, or if a price shown was clearly a mistake. If we cancel an order you have paid for, we refund what you paid.
• When you book a service, the service provider provides it. To cancel or change a service booking, contact us.

6. Paying

How you can pay depends on what you order and on the business. The options are:

• card;
• CEYRES Points (section 7), alone or together with a card where the app offers it;
• cash, where the business accepts it. For example, cash on delivery for some shop orders, or at the till for a table bill;
• cash to the CEYRES driver for a parcel, if you choose Cash when you book it.

Card payments

• You type your card details into secure fields provided by Commercial Bank of Ceylon's payment gateway (Mastercard Payment Gateway Services). The fields appear inside a CEYRES screen, but your card details go straight to the gateway. CEYRES never receives your full card number or security code.
• Every card payment goes through 3-D Secure, including payments with a saved card. Your bank may ask you to confirm the payment.
• For some card payments, such as food delivery orders, we may first place a hold on your card for the amount and take the payment when the order is delivered. Otherwise, we take the payment when you pay.
• You can choose to save a card for faster checkout. This is optional. The saved-card terms are shown when you choose to save a card. You can remove a saved card at any time in Profile → Saved cards.
• For each card payment, we send a receipt by SMS. If you have added an email address, we also send it by email.

When your order is sent

• A food order paid only by card is sent to the restaurant only after the payment, or the hold, has gone through. If it does not go through, the order is not placed and you are not charged.
• When you pay with Points, alone or with a card, the Points are taken when you place the order. A shop order is sent to the shop when you place it, before any card payment. If the card part of a payment then does not go through, contact us: we will cancel the order if needed and return your Points.

If you think you were charged wrongly or twice, contact us. Please do this before you dispute the payment with your bank, so that we can put it right quickly.

7. CEYRES Points

• CEYRES Points are a balance in your CEYRES account. The app shows it as My Points. One point is worth Rs 1 when you spend it on CEYRES.
• You can get Points by buying them by card in the app, by redeeming a CEYRES gift card (section 8), as rewards on completed orders, through referrals, and as refunds.
• We set the rules for rewards and referrals, and we may change or stop them. A change does not affect Points already in your balance.
• You can pay with Points wherever the app offers that option. You cannot pay for a parcel with Points.
• Points can be used only to pay for food, products, deliveries and services that you receive outside the app. They cannot be used to buy digital content or app features.
• Points cannot be exchanged for cash. The only exception is when your account is deleted (section 20).
• Points do not expire at present. If we decide to introduce an expiry date, we will tell you at least 30 days before it applies.
• We may remove Points that were added by mistake, obtained by fraud or earned in breach of these terms.

8. Gift cards

• You can buy a CEYRES gift card for someone else in Profile → Gift Cards, for Rs 100 to Rs 50,000. You pay by card.
• You give us the recipient's mobile number and, if you wish, a message. Only give us their number if they are happy for you to do so. To redeem a gift card, the recipient needs a CEYRES account.
• After you pay, we send the gift card code to the recipient by SMS, with your first name and the amount. If their number has a CEYRES account, the card also appears in their Gift Cards list. It also appears in yours.
• If the recipient's number already has a CEYRES account when you pay, only that account can redeem the code. Otherwise anyone who has the code can redeem it, so treat it like cash. We cannot replace a code that someone else has already redeemed.
• Redeeming the code adds its full value to the CEYRES Points of the person who redeems it. Section 7 then applies to those Points.
• A gift card must be redeemed within 1 year of the date it was bought. After that it can no longer be redeemed.
• Gift cards cannot be exchanged for cash.

9. Membership plans

We do not sell paid membership plans at present. If we offer one, we will show its price, length and benefits, and how renewal and cancellation work, before you buy it.

10. Cancelling an order

Food delivery and takeaway orders

• Before the restaurant accepts your order, you can cancel it in the app with Cancel order. No cancellation charge applies. If you had already paid, our team refunds the full amount (section 11).
• After the restaurant accepts it, you can send a request with Request cancellation. Our team reviews the request and decides.
• A charge may apply, depending on how far your order has got. Until the food is ready, it can be up to half of the order total, not counting the delivery fee. Once the food is ready, it can be up to the order total, not counting the delivery fee. Once a driver is on the way, it can be up to the full amount you paid. The charge is never more than you paid.
• Before you send the request, the app shows the charge we expect to apply.
• If the restaurant, the driver or CEYRES caused the problem, we do not charge you.

Other orders

• Table orders: ask the restaurant staff at your table.
• Parcels: you can cancel in the app until a driver accepts the parcel. After that, contact us.
• Shop orders, service bookings and anything else: contact us.

If a card hold is in place and no charge applies, we release it automatically. In every other case, our team refunds what is due (section 11).

11. Refunds and problems with an order

CEYRES handles refunds of payments made through CEYRES. Businesses do not refund these payments to you directly. Our team checks every refund; only the release of a card hold happens automatically.

• If the business cancels your order or cannot fulfil it, we refund what you paid.
• If something is wrong with an order, tell us within 7 days. Examples are wrong or missing items, damage, poor quality, an order that never arrived, or a double charge. Use Profile → Help & Support → New ticket → Refund request, or email [email protected]. Give the order number and say what went wrong. If you have photos, email them to us with the order number.
• If a product from a shop arrives faulty, damaged, wrong or incomplete, tell us within 7 days of receiving it and email photos with your order number. We check with the shop, and if the problem is confirmed we refund you for the items concerned.
• If you cancel a parcel you have already paid for, contact us and we will refund the payment.

How we refund

• We refund a card payment to the card you paid with. If you prefer, you can ask for Points instead.
• We refund a Points payment as Points.
• If you paid a business directly, in cash or by card at its till, the business received that money: ask it first. If it does not help, contact us and we will take it up with the business. If you paid a CEYRES driver in cash for a parcel, contact us and we will refund you.
• We aim to decide within 7 business days of receiving the details we need. A card refund can then take up to 14 business days to reach your account, depending on your bank.

Our Refunds and cancellations page explains this in more detail. These rules do not take away any right you have under Sri Lankan consumer law.

12. Delivery and pickup

• Delivery is done by CEYRES drivers or by the business itself, depending on the order. A business delivers only within its own delivery area.
• The delivery fee depends on the distance and is shown before you pay.
• Delivery and ready times are estimates. Traffic, weather or a busy kitchen can cause delays.
• Make sure your address and map pin are correct, and that we can reach you by phone. The business and the driver see your name, phone number and delivery address so that they can deliver your order.
• When a CEYRES driver is on the way with a food order, we send you a delivery code by SMS. Give it to the driver once you have your order.
• A driver may take a photo when collecting and when delivering, as proof. The photo may show your door or its surroundings.
• If we cannot deliver because the address is wrong or we cannot reach you, we may not be able to refund the order.
• For a pickup order, collect it from the business. If you do not collect it, we do not refund it once the business has prepared it.

13. Parcels (CEYRES Rush)

CEYRES Rush is our own parcel delivery service. A CEYRES driver collects your parcel and delivers it.

• Describe the parcel accurately, including what is inside and its value, pack it safely and mark it as fragile if it is.
• Do not send anything illegal or dangerous. That includes flammable items, weapons, drugs, live animals, cash, jewellery and other valuables.
• Do not send perishable food unless we have agreed it with you first.
• The parcel must be within the weight limit of the vehicle that carries it. The app does not accept a booking over that limit.
• We or the driver may refuse a parcel that breaks these rules.
• You pay for a parcel by card when you book it, or in cash to the driver if you choose Cash. You cannot pay for a parcel with Points.
• You must have the receiver's permission before you give us their name, phone number and address.
• When a driver accepts the parcel, we may send the receiver an SMS with a tracking link. You can also share the link yourself from the parcel screen.
• Anyone with the link can see the tracking number, the delivery status and times, the pickup point on a map, the receiver's name and the delivery address. They can also see the driver's first name and the first letter of their last name, the driver's rating and number of deliveries, the vehicle number plate and the driver's live location. They cannot see your name or the pickup address.
• The link works for 30 days. When someone opens it, we record their IP address.
• If a parcel is lost or damaged while a CEYRES driver has it, tell us within 7 days of the delivery, or of the booking if the parcel never arrived. We pay compensation up to the value of the contents that you wrote in the parcel description when you booked (for example, "Shoes, Rs 4,000"). If you did not write a value, we pay up to the fee you paid for the parcel. We may ask for proof of the value, such as a receipt.

14. Ordering at a table with a QR code

• Scan the QR code on your table to order in the CEYRES app, or in your phone's browser at qr.ceyres.com. Only order at a table where you are seated.
• The person who starts the table confirms their phone number with a one-time code, unless they are signed in to the app.
• Anyone else who scans the same code joins the same table and the same bill. They do not need a code, and giving a phone number is optional.
• Anyone at the table can pay all or part of the bill. They can pay with their CEYRES Points, by card in the CEYRES app, or at the till in cash or by card where the restaurant offers it. Card payment is not available in the browser. Points used at a table pay part of the bill straight away.
• The bill must be paid before you leave. If a table is closed with money still owed, we record the bill as unpaid.
• The restaurant may refuse an order, or refuse someone joining the table, if it believes they are not seated there.
• To cancel an order at a table, ask the restaurant staff.
• Some QR codes are for ordering at the counter. You pay for those orders before they go to the kitchen.

15. Reviews, messages and photos

• You can review a business after an order from it is completed, and you can rate a parcel delivery.
• Reviews may be shown to other users. They see your first name and the first letter of your last name, or your whole name if it is one word. The business you review sees your full name and phone number, and can reply.
• Reviews must be honest and about your own experience. Do not post or send abuse, threats, discrimination, other people's personal details, advertising, or anything illegal or untrue. This also applies to messages you send to drivers, businesses and our support team.
• You keep ownership of what you post or send us, such as reviews, messages and photos. You allow CEYRES to store, copy and show it so that we can run CEYRES, including showing your reviews to other users. When your account is deleted, we delete your reviews of businesses. A rating or comment you gave a parcel delivery stays with the parcel record.
• To report an abusive review, message or user, send a ticket in Profile → Help & Support, or email [email protected]. We look at every report. We may hide or remove content, and we may block or suspend the account of anyone who posts abuse.

16. AI Chat

• The AI Chat tab gives automatic answers. They are written by OpenAI, or by Google Gemini when OpenAI is not available.
• The app asks for your agreement before your first message. To answer you, we send them your message, up to 30 earlier messages of the conversation, a link to any photo you share, your name, how long you have had a CEYRES account, and the status and date of your recent orders. Our Privacy Policy explains more.
• Answers can be wrong, incomplete or out of date. An answer is not an order, a cancellation, a refund decision or a promise by CEYRES. It is not medical, allergy, legal or financial advice.
• Do not type your PIN, one-time codes or card details into the chat.
• AI Chat cannot pass you to a person. To reach our team, use Profile → Help & Support or email [email protected]. Authorised CEYRES staff can read AI Chat conversations when they need to, for example to look into a complaint.

17. Using CEYRES fairly

You must not:

• place fake orders, orders you do not intend to pay for, or orders in someone else's name without their permission;
• use a card or an account that is not yours;
• misuse promo codes, rewards, referrals or gift cards, for example by creating extra accounts;
• abuse, threaten or harass drivers, business staff or our support team;
• try to break or get around our security, copy or reverse-engineer the app, or use bots or scripts to access CEYRES;
• use CEYRES for anything illegal.

The CEYRES app, our websites, and the CEYRES name and logo belong to IPERLY (PVT) LTD. We give you a personal right to use the app and our websites for your own use. You may not sell or pass on that right. Business names, menus and photos belong to the businesses.

18. Availability

• We try to keep CEYRES running, but we cannot promise that it will always be available or free of errors. We may pause it for maintenance or updates.
• What you can order depends on where you are and on each business's opening hours and stock.
• We may add, change or remove features. Some features are available only in some areas or from some businesses.

19. Our responsibility to you

• Each business is responsible for the food, products and services it sells, including their quality, preparation, safety and description. If something goes wrong, contact us and we will help (section 11).
• We are responsible for running CEYRES with reasonable care, for the payments we take and for CEYRES Rush.
• If we make a mistake with a charge or with your Points, we put it right in full.
• We are not responsible for losses we could not reasonably foresee, or for indirect losses such as lost business or profit.
• We are not responsible for delays and failures caused by events outside our control. Examples are power or network failures, severe weather, strikes and government action.
• For any one order, booking or parcel, our total responsibility to you is limited to the amount you paid for it.

That limit does not apply to:

• refunds you are owed under these terms;
• putting right our mistakes with charges or Points;
• parcel compensation under section 13;
• anything Sri Lankan law does not allow us to limit, such as death or personal injury caused by our negligence, fraud, or rights that consumers cannot give up.

20. Suspending, closing and deleting your account

We may suspend, limit or close your account if:

• you break these terms;
• we suspect fraud or misuse;
• your account puts other users or CEYRES at risk;
• you owe money for an order; or
• the law requires it.

If this happens, contact us. We will tell you why, unless the law or a security reason prevents us. If you think we have made a mistake, we will look at it again.

Deleting your account

• In the app, go to Profile → Settings → Delete Account. Choose a reason if you wish, and confirm with the code we send to your phone.
• Without the app, use the form at ceyres.com/delete-account. We send a code to the phone number on your account, which you type into that page.
• If you no longer have the phone on the account, email [email protected]. We check that the account is yours in another way, then file the request for you.
• Our team reviews the request, normally within 2–3 business days, and sends you the result by SMS.
• We may refuse or hold back the request while something on the account is still open, such as an unfinished order, an amount you owe, or a refund or payment dispute. If we refuse it, we tell you why by SMS, and your account stays active.
• After we approve the request, there is a 3-day waiting period so that you can change your mind. You can cancel the request in the app, or by emailing [email protected], until the deletion is complete. If you confirm in writing that you do not want to wait, we can complete it sooner.
• When the deletion is complete, we send you an SMS.

Your Points. Before we complete the deletion, we pay back the Points you bought by card, and Points we gave you as a refund of a card payment. We contact you to arrange this. Free Points, such as referral, loyalty, promotional and gift-card Points, end when the account is deleted. The deletion waits until we have made this payment.

What we delete. We delete your profile details, your PIN, saved addresses, favourites, recurring orders, referral code, reviews of businesses, AI Chat conversations and device records, and we sign you out everywhere. We delete your saved cards at the payment gateway, so they can never be charged again.

What we keep. We keep records of your orders, payments, receipts and Points transactions, a record of each card you saved (its type, last four digits and expiry, and when you agreed to save it), copies of the messages we sent you, and sign-in records, for 7 years, because the law and payment rules require it. We keep support tickets, delivery chats, parcel records, refund requests and other records listed on ceyres.com/delete-account while we need them for disputes and our legal duties, and for no more than 7 years.

If you created an account on order.ceyres.com or booking.ceyres.com, email [email protected] with the email address or phone number on that account to delete it. Deleting your app account, or using ceyres.com/delete-account, does not delete it.

You can also ask for a copy of your data in Profile → Settings → Download My Data.

21. App stores

If you downloaded the app from the Apple App Store or Google Play, that store's terms also apply. If you use the app on an Apple device, Apple's standard licence for apps (the Licensed Application End User License Agreement) also applies to your use of the app. Apple and Google are not parties to these terms. They are not responsible for the app, its content or its support.

22. Changes to these terms

We may change these terms. The "Last updated" date at the top of this page shows when they last changed. If we make an important change, we will tell you in the app or by message at least 14 days before it takes effect. If you keep using CEYRES after that, the new terms apply. If you do not agree with them, you can stop using CEYRES and delete your account.

23. Law and disputes

These terms are governed by the laws of Sri Lanka. If you have a complaint, please contact us first so that we can try to resolve it. If we cannot resolve it, the courts of Colombo will decide the dispute.

24. Contact us

• In the app: Profile → Help & Support
• Email: [email protected]
• Post: IPERLY (PVT) LTD, No. 166/1 Aluththota, Waikkala, Sri Lanka
• Company registration number: PV00262623

25. For businesses

These terms are for customers. If you use CEYRES to run a business, for example through the CEYRES POS, the business app, the business admin panels or a CEYRES subscription, our business terms and business refund policy apply to that use. If you also order through CEYRES as a customer, these terms apply to those orders.