Please read these Terms and Conditions carefully. They govern your use of the website pakmallz.com and the PakMallz mobile apps (together, the "Services"). By creating an account, placing an order, or registering as a store partner or rider, you agree to be bound by these terms.
1About PakMallz
PakMallz is an online marketplace operated by PAKMALLZ (SMC-PRIVATE) LIMITED. It connects customers with independent stores such as restaurants, grocery stores, pharmacies, bakeries and other retailers ("Stores"), and with delivery riders ("Riders"). Unless stated otherwise, products are sold by the Store, not by PakMallz. We can be reached at:
- info@pakmallz.com
- +92 343 8069098
- Phase 2, DHA, Lahore, Punjab, Pakistan
2Eligibility and Accounts
- You must be at least 18 years old, or use the Services under the supervision of a parent or guardian.
- You must provide accurate and complete information and keep it up to date.
- You are responsible for keeping your login details secure and for all activity on your account.
- We may suspend or close an account that breaches these terms.
3Our Role as a Marketplace
PakMallz provides the platform for ordering, payment and delivery. Each Store is responsible for its own products, including their description, price, quality, safety and legality, and for holding any licence required to sell them. PakMallz does not prepare food or dispense medicines.
4Products and Pricing
- All prices are in Pakistani Rupees (PKR) and are set by the Store. Prices on PakMallz may differ from prices in the Store itself.
- Product images are for illustration. The actual product may look slightly different.
- Products are subject to availability. A Store may be unable to supply an item after you order it.
- Delivery fees, service fees, small order fees and any applicable taxes are shown at checkout before you confirm your order.
- The price that applies to your order is the price shown when you place it.
5Orders and Payment
- Placing an order is an offer to buy. The Store may accept or decline it.
- We accept Cash on Delivery, JazzCash, EasyPaisa, bank transfer and, where available, your PakPay wallet balance.
- For Cash on Delivery orders, you pay the Rider on delivery.
- We may cancel an order if payment is not confirmed or if we suspect fraud.
- You will receive confirmation and status updates in the app, and by email or WhatsApp.
6Delivery and Pickup
- We deliver within the area served by each Store.
- Delivery times are estimates and are not guaranteed.
- Please be available at the delivery address and reachable by phone. If the Rider cannot reach you after a reasonable wait, the order may be cancelled and you may still be charged.
- Where a Store offers pickup, you can collect the order yourself.
- We are not responsible for delays caused by weather, traffic or other circumstances beyond our control.
- Risk in the products passes to you on delivery or collection.
7Pharmacy and Restricted Items
- Some pharmacy items require a valid prescription. You must upload it when ordering, and the pharmacy may refuse to supply the item.
- Information shown on PakMallz is not medical advice. Consult a qualified doctor or pharmacist before using any medicine.
- Stores may refuse to supply any item where the law restricts its sale.
8Cancellations
- You may cancel an order before the Store has started preparing it, by contacting us at info@pakmallz.com or through support in the app.
- Once the Store has started preparing or has dispatched your order, it may no longer be possible to cancel or refund it.
- We or the Store may cancel an order because of stock unavailability, a pricing error or suspected fraud. If you have already paid, you will be refunded.
9Returns and Refunds
- Food and perishable items cannot be returned. If your order is wrong, incomplete, damaged or unfit to eat, contact us within 24 hours of delivery, with photos where possible.
- Medicines cannot be returned unless the wrong item was supplied or it arrived damaged or expired.
- Other items may be returned within 7 days of delivery if they are defective, damaged or incorrectly delivered. They must be unused, in their original packaging and accompanied by proof of purchase.
- We do not accept returns for change of mind, incorrect size selection or damage caused by misuse.
- Approved refunds are processed within 5 to 10 business days, to your original payment method or your PakPay wallet.
- To request a return or refund, contact us at info@pakmallz.com or call +92 343 8069098.
10Vouchers, Rewards, PakPay and Pro
- Vouchers and coupons are subject to the conditions shown with them. They cannot be exchanged for cash or transferred.
- Reward points are earned and redeemed at the rates shown in the app. They have no cash value outside PakMallz.
- Your PakPay wallet balance can be used to pay for orders on PakMallz.
- PakMallz Pro is a membership with the benefits shown in the app. A free trial, where offered, is available once per customer.
- We may change or end any offer, reward or membership benefit. We may cancel benefits obtained through misuse or fraud.
11Store Partners
- Stores and their products are listed only after approval by PakMallz. We may remove a listing or suspend a Store at any time.
- You must keep your listings, prices, stock and opening hours accurate, and hold every licence required for what you sell.
- Your content: you grant PakMallz a non-exclusive, royalty-free licence to use, reproduce, display, resize and distribute your store name, logo, menus, product descriptions, images and other content you submit, on the Services and in marketing for the Services, for as long as your Store is listed and for a reasonable period afterwards. You confirm that you own this content or have the right to grant this licence.
- You must prepare and hand over accepted orders promptly, correctly and safely.
- PakMallz deducts the commission and fees agreed with you from your earnings. Payouts are made on request, subject to the minimum amount and processing time shown in the app.
12Riders
- Riders provide delivery services as independent contractors and are not employees of PakMallz.
- You must hold a valid CNIC, driving licence and vehicle documents, and comply with all traffic and safety laws.
- You agree to share your location while you are online or on a delivery, so orders can be assigned and tracked.
- You must handle orders with care and deliver them to the correct customer without delay.
- Earnings, wallet, deposit and top-up rules are those shown in the app.
13Reviews, Chat and Other User Content
- You are responsible for anything you post or send through the Services, including reviews, ratings, photos and chat messages.
- You must not post or send content that is unlawful, abusive, threatening, hateful, sexually explicit, false or misleading, spam, or that infringes anyone's rights.
- We do not tolerate objectionable content or abusive behaviour. We may remove content and suspend or close the account of anyone who breaches these rules.
- To report objectionable content or an abusive user, email info@pakmallz.com. We review reports within 24 hours.
- You grant PakMallz a non-exclusive, royalty-free licence to display the reviews and ratings you post on the Services.
14Acceptable Use
You must not misuse the Services. This includes placing fake orders, creating accounts with false details, interfering with the security or operation of the Services, copying or scraping content, or using the Services for any unlawful purpose.
15Intellectual Property
The PakMallz name, logo, software and platform design belong to PakMallz and are protected by intellectual property laws. Store names, logos, menus, product images and descriptions belong to the respective Stores and are shown under licence. You may not reproduce, distribute or use any of this content without permission from its owner.
16Limitation of Liability
To the fullest extent permitted by law, PakMallz shall not be liable for any indirect, incidental, special or consequential damages arising from your use of the Services or of products bought through them. Our total liability for any claim shall not exceed the amount paid for the specific order in dispute. Nothing in these terms limits any right you have under law that cannot be excluded.
17Third-Party Services
The Services rely on and may link to third-party services, such as payment gateways, maps and social sign-in. We do not control those services and are not responsible for their content or privacy practices.
18Privacy and Account Deletion
Our Privacy Policy explains how we handle your personal information. You can ask us to delete your account at any time at pakmallz.com/delete-account.
19Governing Law
These Terms and Conditions are governed by the laws of the Islamic Republic of Pakistan. Any dispute arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Karachi, Pakistan.
20Changes to These Terms
We may update these Terms and Conditions at any time. Changes take effect when posted on this page. Your continued use of the Services after any change means you accept the new terms.
21Contact Us
If you have any questions about these Terms and Conditions, please contact us:
- PAKMALLZ (SMC-PRIVATE) LIMITED
- Phase 2, DHA, Lahore, Punjab, Pakistan
- info@pakmallz.com
- +92 343 8069098