Service Policy

1. About AbhiLaya

AbhiLaya is a multi-vendor marketplace and delivery platform operating across Pakistan. We connect Customers with local Sellers and enable Riders to fulfill deliveries. AbhiLaya itself does not manufacture, store, or guarantee products — we provide the technology platform, logistics coordination, and payment infrastructure.

2. Who This Policy Applies To

This Service Policy governs all users of the AbhiLaya platform, including:

• Customers — individuals browsing, ordering, and receiving products
• Sellers — registered businesses listing products and fulfilling orders
• Riders — delivery partners assigned to pickup and delivery tasks
• Sales Managers — zone-based representatives onboarding and managing sellers

By accessing or using AbhiLaya, you agree to this Service Policy, our Terms & Conditions, and our Privacy Policy.

3. Customer Terms

• Account Registration: Customers register using a valid Pakistani mobile number. You are responsible for maintaining the confidentiality of your account.
• Order Placement: Orders are placed through the AbhiLaya app or website. Once confirmed, you enter a binding agreement with the seller(s) to purchase the selected items.
• Pricing: Prices shown include the product price set by the seller, delivery fees calculated by distance and fleet type, platform service charges, and applicable taxes (GST where enabled). Brand-funded discounts are applied automatically at checkout when available.
• Vault Balance: Customers may prepay into their AbhiLaya Vault. Vault balance can be applied toward any order. Refunds are credited back to the Vault.
• Express Delivery: Optional Barq Raftar (Express) delivery may be selected at checkout for eligible items at an additional surcharge. If no Express rider is available at dispatch, the surcharge is fully refunded and the order is fulfilled via standard shared delivery.
• Delivery Time Estimates: Shared delivery: 45–90 minutes. Express delivery: 25–35 minutes. These are estimates and may vary based on traffic, weather, seller preparation time, and rider availability.
• Order Cancellation: Customers may cancel an order before it is picked up by a rider. Once picked up, cancellation is not permitted. See our Refund & Cancellation Policy for details.
• Prohibited Conduct: Repeated failed deliveries (customer unavailable, wrong address) may result in account restriction or deactivation.

4. Seller Terms

• Registration & Verification: Sellers must complete the application process including CNIC verification and bank detail submission. AbhiLaya reserves the right to approve or reject any application.
• Product Listings: Sellers are solely responsible for the accuracy of product descriptions, pricing, stock levels, and images. Products are moderated by AbhiLaya's Quality Management team before going live.
• Pricing & Commission: AbhiLaya charges a platform commission on each sale. The commission rate varies by category and city. Commission is deducted from the seller's earnings at the time of delivery.
• Order Fulfillment: Sellers must prepare orders promptly when notified. Failure to handover products to the assigned rider (handover failure) results in a reliability score penalty and may lead to account deactivation.
• Self-Delivery: Approved sellers may deliver orders themselves. Self-delivery commission is due within 48 hours. Payment must be submitted with a screenshot to the City Manager.
• Store Timings: Sellers must maintain accurate store opening hours. Orders placed when a store is closed are queued and dispatched when the store opens. Stores marked as closed outside their scheduled hours will not receive new orders.
• Flash Sales: Sellers with reliability scores above 80% may register products for Flash Sales. Flash sales are subject to minimum discount requirements (10% below the 7-day reference price), stock minimums (5 units), and frequency limits (max 2 sales per product per week, max 3 active sales at any time).
• Payouts: Seller earnings become available 24 hours after delivery. Sellers may request payouts to their registered bank account. Minimum payout is Rs. 100.
• Prohibited Items: Sellers may not list counterfeit goods, expired products, illegal substances, weapons, or any item prohibited under Pakistani law.

5. Rider Terms

• Registration: Riders are onboarded by City Managers. Rider profiles include fleet assignment (Grocery, Food, Heavy, Barq Raftar, or All), vehicle verification, and security deposit requirements.
• Task Assignment: Riders receive pickup and delivery tasks through the Rider Dashboard. Tasks are assigned based on proximity, fleet matching, zone optimization, and pending collection limits.
• Collection & Deposits: Riders collect payment from customers on COD orders. Collected amounts must be deposited with the City Manager. Riders exceeding their maximum pending collection limit will not receive new tasks.
• Reliability Score: Rider performance is tracked via on-time deliveries, late deliveries, and customer feedback. Low reliability scores may result in reduced task assignment or deactivation.
• Commission: Riders earn a percentage of the delivery fee. The commission tier is based on monthly delivery volume and on-time performance (60%–90%).
• Parcel Verification: Riders use Parcel Tags (PK-XXXX codes) to identify and match parcels. Sellers label parcels with the tag before handover. Riders must verify the tag matches at both pickup and delivery.
• Express Fleet (Barq Raftar): Riders in the Barq Raftar fleet are expected to complete deliveries within 25–35 minutes. Only riders explicitly assigned to the Barq Raftar fleet handle Express orders.

6. Platform Fees

• Delivery Fee: Calculated based on distance, fleet type (base fee + per-km rate), and bulk item surcharges. Inter-city orders include an additional linehaul fee.
• Service Fee: A flat and/or percentage-based platform service fee applied per order.
• GST: Applicable GST is charged on platform fees where enabled.
• Express Surcharge: An additional Rs. 80 surcharge for customer-opted Barq Raftar delivery. Refunded if no Barq Raftar rider is available.
• Brand Discounts: Funded by brand promotion budgets. These are auto-applied at checkout and do not affect seller earnings.

7. Dispute Resolution

AbhiLaya encourages direct communication between customers, sellers, and riders to resolve issues. If a dispute cannot be resolved:

• Customer disputes: Customers may report issues (damaged, wrong, or missing items) within the reporting window. Our Ops team reviews each case and may issue vault refunds, replacements, or rejections based on evidence.
• Seller disputes: Sellers may contact their City Manager or submit a support query through the dashboard.
• Rider disputes: Riders may contact their City Manager for settlement or task-related issues.

For formal complaints: support@abhilaya.pk

8. Account Termination

AbhiLaya reserves the right to suspend or terminate any account for:

• Violation of this Service Policy or our Terms & Conditions
• Fraudulent activity, including fake orders, price manipulation, or payment fraud
• Repeated handover failures (sellers) or delivery failures (riders/customers)
• Listing prohibited items
• Harassment or abusive behavior toward any platform user