Terms & Conditions

1. Introduction & Acceptance of Terms

Welcome to Rivers Fish ("we", "us", "our"). Rivers Fish is a Bangladesh-based fresh fish e-commerce brand that sources river fish from trusted fishermen and wholesale markets across the country and delivers them directly to customers through our mobile application and website (collectively, the "Service").

These Terms & Conditions ("Terms") form a legally binding agreement between you ("you", "customer", "user") and Rivers Fish. By downloading our app, creating an account, browsing our website, or placing an order, you confirm that you have read, understood, and agreed to be bound by these Terms and by our Privacy Policy.

If you do not agree with any part of these Terms, you must not use the Service. We reserve the right to update these Terms at any time. Continued use of the Service after changes are posted constitutes your acceptance of the updated Terms.

2. Eligibility

You must be at least 18 years old and legally capable of entering into a binding contract under the laws of the People's Republic of Bangladesh to use the Service. By placing an order, you represent and warrant that you meet these eligibility requirements and that all information you provide is accurate, current, and complete.

Users under the age of 18 may use the Service only with the involvement, consent, and supervision of a parent or legal guardian, who will be treated as the responsible account holder for all purposes under these Terms.

3. Account Registration

To place orders, you must register for an account using a valid Bangladeshi mobile number. You are responsible for keeping your login credentials, OTP codes, and account details confidential and for all activity that occurs under your account.

You agree to notify us immediately at [email protected] if you suspect any unauthorized access to or use of your account. Rivers Fish is not liable for losses arising from your failure to protect your credentials.

We reserve the right to suspend or terminate accounts that provide false information, engage in fraudulent activity, abuse promotional offers, or repeatedly refuse deliveries without valid reason.

4. Products & Availability

Rivers Fish sells fresh river fish, sea fish, prawns, live fish, and frozen seafood. All products are subject to daily availability, seasonal supply, and market conditions. Product images shown in the app or website are for illustrative purposes; actual size, weight, colour, and appearance may vary because fresh fish is a natural product.

Weights displayed are approximate. Final billing is based on the actual cleaned or uncleaned weight (as chosen by you at checkout). If an ordered item becomes unavailable after your order is placed, our team will contact you to offer a suitable substitute, reschedule delivery, or issue a full refund for the unavailable item.

5. Ordering Process

Orders may be placed through the Rivers Fish mobile app, our website, WhatsApp, or by calling our customer care line. An order is considered confirmed only after you receive an order confirmation from us via SMS, in-app notification, or phone call.

We reserve the right to accept, reject, or cancel any order at our sole discretion for reasons including but not limited to: unavailability of the product, pricing errors, suspected fraud, unserviceable delivery area, or violation of these Terms.

6. Pricing & Payment

All prices are listed in Bangladeshi Taka (৳) and are inclusive of applicable VAT unless stated otherwise. Prices are updated daily based on the wholesale market rate and may change without prior notice.

We accept Cash on Delivery (COD) on all orders. Where available, we also accept bKash, Nagad, Rocket, and card payments. Final charges — including product cost, cutting/cleaning fee (if selected), delivery charge, and any applicable discounts — will be clearly displayed at checkout before you confirm the order.

In the rare event of a pricing error, we reserve the right to cancel the affected order and refund any amount already paid. We are not obliged to fulfill an order at an incorrectly listed price.

7. Delivery

We deliver within approximately 2 hours inside Rangpur City from the time of order confirmation, subject to traffic, weather, and stock availability. Nationwide delivery across Bangladesh is available and typically takes 12–36 hours depending on the destination district and courier partner.

Delivery charges depend on distance, order weight, and packaging (e.g., insulated cooler with ice for long-distance orders). The final delivery charge is displayed at checkout.

You must ensure someone is available at the delivery address to receive the order. If delivery fails due to no one being available, an incorrect address, or an unreachable phone number, the order may be returned and a re-delivery or restocking fee may apply.

Risk in the goods passes to you upon delivery. Please inspect the product at the time of delivery; if the item is visibly damaged or does not meet quality standards, raise the issue with the rider before signing off.

8. Cancellation Policy

You may cancel an order free of charge any time before packing begins. Once packing has started, cancellation may incur a handling fee of up to 20% of the order value to cover the cost of ice, packaging, and cutting/cleaning.

Orders that have already been dispatched cannot be cancelled but can be refused at the door, in which case the return delivery charge will be borne by the customer.

9. Refunds & Replacements

Because fish is a highly perishable product, we do not accept returns after the delivery has been accepted and the rider has left. However, we stand fully behind the freshness and quality of our fish.

If a product does not meet our freshness or quality standard at the time of delivery, you must inform the rider immediately and, where possible, share a photo or video of the issue with our customer care team within 2 hours of delivery.

After verification, we will, at our discretion: (a) replace the item on the next available delivery slot, (b) issue store credit, or (c) refund the amount to your original payment method within 7–10 business days.

10. Customer Responsibilities

To ensure a smooth delivery experience, you agree to:

• Provide a reachable phone number and an accurate, complete delivery address including landmark.
• Be available at the delivery location during the promised delivery window.
• Inspect the products upon delivery and report any issue to the rider before accepting the order.
• Refrigerate perishable items immediately after delivery to preserve freshness and food safety.
• Not misuse promotional codes, referral bonuses, or repeatedly refuse orders without valid reason.

11. Intellectual Property

All content on the Rivers Fish app and website — including the brand name, logo, tagline, text, graphics, photographs, illustrations, UI design, and code — is the exclusive property of Rivers Fish or its licensors and is protected by copyright, trademark, and other intellectual property laws.

You may not copy, reproduce, distribute, modify, republish, or exploit any part of the Service for commercial purposes without our prior written consent.

12. Prohibited Conduct

When using the Service, you agree not to:

• Use the Service for any unlawful, fraudulent, or harmful purpose.
• Attempt to gain unauthorized access to our systems, servers, or other users' accounts.
• Post abusive, threatening, defamatory, or misleading content in reviews or communications with our staff.
• Reverse-engineer, decompile, or attempt to extract the source code of our app.
• Use bots, scrapers, or automated systems to interact with the Service.

13. Limitation of Liability

To the maximum extent permitted by applicable law, Rivers Fish, its directors, employees, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, goodwill, or other intangible losses, arising out of or in connection with your use of the Service.

Our total aggregate liability for any claim arising out of or relating to these Terms or the Service shall not exceed the total amount you paid to Rivers Fish for the specific order giving rise to the claim.

We are not liable for any delay, failure, or damage caused by events beyond our reasonable control, including but not limited to hartals, natural disasters, floods, road closures, courier disruptions, power outages, internet failures, government orders, or force majeure events.

14. Indemnification

You agree to indemnify, defend, and hold harmless Rivers Fish and its team from any claims, damages, liabilities, losses, or expenses (including reasonable legal fees) arising out of your violation of these Terms, misuse of the Service, or infringement of any third-party rights.

15. Third-Party Links & Services

The Service may include links to third-party websites, payment gateways, or delivery partners. We do not control these third parties and are not responsible for their content, policies, or practices. Your use of any third-party service is governed by that provider's own terms and privacy policy.

16. Termination

We may suspend or terminate your account and access to the Service at any time, with or without notice, if we believe you have violated these Terms, engaged in fraudulent activity, or otherwise acted in a way that could harm Rivers Fish, our staff, or other customers.

You may stop using the Service and request account deletion at any time by following the instructions on our Account Deletion page.

17. Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the People's Republic of Bangladesh. Any dispute arising out of or in connection with these Terms or the Service shall be first attempted to be resolved amicably between the parties.

If the dispute cannot be resolved amicably within 30 days, it shall be subject to the exclusive jurisdiction of the competent courts of Rangpur, Bangladesh.

18. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. When we make material changes, we will notify you through the app, website, email, or SMS, and update the "Last updated" date at the top of this page.

It is your responsibility to review these Terms periodically. Continued use of the Service after changes take effect constitutes your acceptance of the revised Terms.

19. Contact Us

If you have any questions, concerns, or complaints about these Terms, please reach out to us:

• Email: [email protected]
• Phone / WhatsApp: +880 1810-906008
• Address: Rivers Fish, Rangpur, Bangladesh
• Business hours: Every day, 8:00 AM – 10:00 PM