Terms & Conditions and Refund Policy

Welcome to Pakiza Pakwan. By accessing our website (pakizapakwan.shop), placing an order, or dining at our outlet, you agree to be bound by the following Terms & Conditions and Refund Policy. Please read them carefully before placing an order.

Part A: Terms & Conditions

1. General

• "We," "us," "our" refers to Pakiza Pakwan, located at Iqra Arcade, Block B, Soan Gardens, Islamabad.
• "You," "customer," "user" refers to any person browsing the Site, placing an order, or dining in at our outlet.
• These Terms apply to all orders placed via our website, WhatsApp, phone, or in-person at our outlet.

2. Orders

• All orders are subject to availability. Items may be removed from the menu or marked unavailable without prior notice.
• Order confirmation will be sent via WhatsApp/SMS/call once your order is received and accepted.
• We reserve the right to refuse or cancel any order at our discretion, including in cases of incorrect pricing, suspected fraud, unavailability of items, or delivery area restrictions.
• Please double-check your order (items, quantity, delivery address, contact number) before confirming, as errors caused by incorrect information provided by the customer are not the responsibility of Pakiza Pakwan.

3. Pricing

• All prices listed on the Site are in Pakistani Rupees (PKR) and are subject to change without prior notice.
• Prices do not include delivery charges unless stated otherwise; applicable delivery fees will be shown at checkout.
• In case of a pricing error on the Site, we reserve the right to correct it and, if needed, cancel and refund an affected order.

4. Payment

• We accept Cash on Delivery (COD), card payments, and online payment methods as made available at checkout.
• Full payment (or advance, where applicable) may be required before order preparation for online/card payments.
• Pakiza Pakwan does not store your full card details; all card/online transactions are processed via secure third-party payment gateways.

5. Delivery

• Delivery timeframes provided are estimates and may vary due to traffic, weather, order volume, or other circumstances beyond our control.
• Delivery is available only within our designated service areas. Orders outside these areas may be declined or subject to additional charges.
• It is the customer's responsibility to provide an accurate delivery address and be reachable on the provided contact number. Repeated failure to receive delivery due to customer unavailability may result in order cancellation without refund of delivery charges.

6. Dine-In

• Dine-in orders are subject to table/seating availability.
• Menu items, prices, and combo deals may differ between dine-in and delivery/online ordering.

7. Food Quality & Allergies

• We take reasonable care in preparing food; however, customers with food allergies or dietary restrictions should inform us before ordering. Pakiza Pakwan is not liable for allergic reactions where the customer failed to disclose a known allergy.
• Images of food items on the Site/menu are for illustrative purposes; actual presentation may vary slightly.

8. User Conduct

• You agree not to misuse the Site, including submitting false orders, attempting fraud, or interfering with normal operation of the Site.
• Repeated fraudulent, abusive, or fake orders may result in the customer being blocked from future orders.

9. Intellectual Property

• All content on the Site, including logos, images, menu descriptions, and branding, is the property of Pakiza Pakwan and may not be copied, reproduced, or used without written permission.

10. Limitation of Liability

• Pakiza Pakwan shall not be liable for indirect, incidental, or consequential damages arising from the use of our Site or services, to the maximum extent permitted by law.

11. Changes to Terms

• We may update these Terms & Conditions at any time. Continued use of the Site or placing an order after changes constitutes acceptance of the revised Terms.

12. Governing Law

• These Terms shall be governed by and interpreted in accordance with the laws of Pakistan. Any disputes shall be subject to the jurisdiction of the courts of Islamabad.

Part B: Refund & Cancellation Policy

1. Order Cancellation by Customer

• Orders can be cancelled free of charge only before preparation has started. Once an order enters preparation, it cannot be cancelled.
• To cancel an order, contact us immediately via WhatsApp at +92 334 0303676.

2. Order Cancellation by Pakiza Pakwan

We may cancel your order in cases such as:

• Item(s) out of stock
• Delivery address outside our service area
• Payment issues or suspected fraudulent activity
• Circumstances beyond our control (e.g., severe weather, closures)

In such cases, if payment was already made, a full refund will be issued.

3. Refund Eligibility

Refunds (full or partial) may be issued in the following situations:

• Wrong Item Delivered: You received a different item than what you ordered.
• Missing Item(s): Part of your order was missing upon delivery.
• Quality Issue: Food was spoiled, undercooked, or not fit for consumption upon delivery.
• Order Not Delivered: Payment was made but the order was never delivered due to our fault.
• Duplicate/Failed Payment: A technical error resulted in duplicate charges or a failed transaction still being deducted.

Refunds are not applicable for:

• Change of mind after the order has been prepared or dispatched
• Delay caused by incorrect address/contact information provided by the customer
• Minor variations in taste, spice level, or presentation, which are subjective
• Orders where the customer was unreachable at the time of delivery

4. How to Request a Refund

• Contact us within 24 hours of receiving your order via WhatsApp (+92 334 0303676), with your order ID, and (where applicable) a photo of the item received.
• Our team will review the complaint and respond within 1–2 business days.

5. Refund Method & Timeline

• Cash on Delivery orders: Refunds will be issued via bank transfer, JazzCash/EasyPaisa, or store credit, as agreed with the customer.
• Card/Online payments: Refunds will be credited back to the original payment method, typically within 5–10 business days, depending on your bank/payment provider's processing time.
• Alternatively, customers may opt for a replacement item or store credit instead of a monetary refund, where mutually agreed.

6. Contact for Refund/Cancellation Queries