Terms of Service

Introduction and Acceptance

These Terms of Service ("Terms") govern your access to and use of the Al Madinah mobile application (the "App"), operated by Al Madinah Meat Market ("we," "us," "our," or "Al Madinah").

By downloading, installing, registering, or using the App, you agree to be bound by these Terms and by our Privacy Policy and Disclaimer.

If you do not agree with any part of these Terms, you must not use the App.

Eligibility

To use the App, you must:

• Be at least 18 years old or the age of legal majority in your jurisdiction, whichever is higher.
• Be legally capable of entering into a binding contract under the laws of Pakistan.
• Provide accurate, current, and complete information during account registration.
• Use the App only for lawful, personal, non-commercial purposes, unless you are an authorized Admin/staff account.

We reserve the right to refuse service, suspend accounts, or terminate access at our sole discretion.

Account Registration and Security

• You are responsible for maintaining the confidentiality of your login credentials, including email, password and any biometric/PIN unlock.
• You are responsible for all activity that occurs under your account.
• You must notify us immediately at contact@almadinahmeatmarket.com if you suspect unauthorized use of your account.
• We are not liable for any loss or damage arising from your failure to safeguard your account.
• Providing false information, impersonating another person, or creating multiple accounts to abuse promotions may result in permanent account suspension.

Products, Services, and Availability

• All product listings, prices, descriptions, weights, images, and quality badges such as HALAL, PREMIUM and FRESH are managed by Al Madinah and may be added, edited, or removed at any time.
• Only products marked as "Online Available" are visible in the App; other items are handled offline at our shop.
• Product availability, stock levels, and prices are subject to change without notice.
• We make reasonable efforts to display accurate product images, but actual appearance may vary due to natural characteristics of fresh meat.
• All prices are in Pakistani Rupees (PKR) and are inclusive of applicable taxes unless stated otherwise.

Two Purchase Journeys

The App offers two distinct purchase journeys, each governed by its own rules.

5.1 Regular Meat / Product Orders

• Items are added to the cart and checked out immediately.
• Delivery fee, cold-chain fee, and any applicable discount code are shown before checkout.
• Available payment methods: JazzCash, EasyPaisa, Bank Card, Bank Transfer, and Cash on Delivery (COD).
• Orders are placed instantly and do not require Admin approval.
• Order status progresses through Order Placed → Preparing → Out for Delivery → Delivered , with push-notification updates at each step.
• Estimated delivery times are indicative and not guaranteed.

5.2 Animal & Service Bookings

This includes Zibah, Qurbani, Sadka, Zakat, Aqeeqa and Event Orders.

• Bookings require you to select a date and time slot from availability configured by us.
• You must provide your name, phone number, service address, and any special instructions.
• Full advance payment is mandatory. Cash on Delivery is not available for bookings.
• Available payment methods include JazzCash, EasyPaisa, Bank Card and Bank Transfer.
• Time slots are not held until payment is completed successfully.
• Once paid, your booking is submitted with status PENDING and enters our Booking Queue.
• We may confirm the booking, reject it with a reason and full refund, or reschedule the slot with notification to you.
• Booking status progresses through Order Confirmed → Master Confirmed → Time Confirmed → All Set.
• Discount codes and promotional offers do not apply to bookings.

Pricing, Payments, and Taxes

• Prices displayed in the App at the time of order placement or booking submission are binding for that transaction.
• We reserve the right to correct pricing errors and cancel orders or bookings affected by an obvious error, in which case a full refund will be issued.
• Payment processing is handled by third-party providers including JazzCash, EasyPaisa and applicable bank card/bank transfer gateways.
• We do not store your full card number, CVV, PIN or bank credentials.
• You are responsible for charges levied by your bank or wallet provider.
• We may issue an electronic invoice or receipt after successful payment.

Delivery, Pickup, and Service Fulfillment

• Delivery is available to Admin-configured serviceable areas only.
• Delivery fees and any free-delivery threshold are shown at checkout.
• We aim to meet estimated delivery windows but cannot guarantee exact times.
• Delays may occur due to traffic, weather, unforeseen operational issues or Force Majeure.
• You must be available at the delivery address during the estimated window or provide an authorized recipient.
• For self-pickup orders, you must collect your order from the communicated address and within the communicated window.
• For animal and service bookings, you must remain reachable on the phone number provided.

Cancellations and Refunds

8.1 Regular Orders

• You may request cancellation before the order enters the Preparing stage.
• Once preparation has begun, cancellation may not be possible due to the perishable nature of fresh meat.
• Refunds for eligible prepaid orders will be initiated to the original payment method within 7–14 business days, depending on the payment provider.
• COD orders cancelled before dispatch do not require a refund.

8.2 Animal & Service Bookings

• If we reject or cancel a booking, the full advance payment will be refunded to the original payment method within 7–14 business days.
• If you wish to cancel a paid booking, contact support as early as possible.
• Cancellation eligibility and deductions may depend on the scheduled slot and operational costs already incurred.
• No refund will be provided if you fail to be reachable or are unavailable at the confirmed slot without prior notice.

8.3 Damaged or Incorrect Items

If you receive an incorrect or visibly damaged product, notify us within 24 hours of delivery through Profile → Support / Help, with photos where possible.

We will investigate the claim and, if valid, issue a replacement or refund.

Promo Codes and Discounts

• Promo codes are subject to their individual conditions, including minimum order value, discount cap, expiry date, and usage limit.
• Promo codes apply only to regular meat/product orders and not to animal/service bookings.
• We reserve the right to disable, revoke, or modify promo codes, especially in cases of abuse or fraud.

User Conduct

You agree that you will not:

• Use the App for any unlawful purpose.
• Submit false, misleading, or fraudulent orders or bookings.
• Reverse-engineer, decompile, disassemble, or attempt to derive the source code of the App.
• Interfere with or attempt unauthorized access to the App, servers, or related systems.
• Use bots, scrapers, or other automated means to extract data.
• Post harmful, abusive, obscene, defamatory, or objectionable content through our support channels.
• Resell or commercially exploit products without written consent.

Violations may result in account suspension, cancellation of pending orders/bookings, and legal action where warranted.

Intellectual Property

The App, including its design, code, logos, product images, recipes, videos, text, and other content, is owned by Al Madinah Meat Market or its licensors and is protected by applicable intellectual property laws.

You are granted a limited, non-exclusive, non-transferable, revocable license to use the App for personal, non-commercial use.

You may not copy, modify, distribute, publicly display, or create derivative works from any part of the App without our prior written permission.

Halal Assurance

• Zibah services are performed by qualified Zibah masters.
• We take reasonable measures to uphold Halal integrity throughout our processes.
• Users with strict certification requirements should contact contact@almadinahmeatmarket.com before ordering for confirmation regarding specific certification bodies or slaughterhouse sources.

Third-Party Services

The App relies on third-party services such as Firebase (Google LLC), payment gateways including JazzCash and EasyPaisa, bank card and bank transfer providers, and delivery infrastructure.

Your use of these services may also be subject to their respective terms and privacy policies. We are not responsible for the acts or omissions of third-party providers.

Force Majeure

We shall not be liable for failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control.

These events may include natural disasters, floods, earthquakes, pandemics, government restrictions, curfews, strikes, power outages, internet outages, riots, war, or terrorist acts.

Disclaimers and Limitation of Liability

• The App is provided on an "as is" and "as available" basis.
• We do not warrant that the App will always be uninterrupted, error-free, secure, or free of harmful components.
• To the maximum extent permitted by law, Al Madinah Meat Market, its directors, employees, agents, or affiliates shall not be liable for indirect, incidental, special, consequential, or punitive damages.
• Our total aggregate liability for claims relating to the App or these Terms shall not exceed the amount you paid us during the six (6) months preceding the event giving rise to the claim.

Please refer to our Disclaimer for additional important limitations.

Indemnification

You agree to indemnify, defend, and hold harmless Al Madinah Meat Market and its officers, employees, and agents from claims, damages, liabilities, losses and expenses arising from:

• Your use or misuse of the App.
• Your violation of these Terms.
• Your violation of applicable law or third-party rights.

Suspension and Termination

• You may stop using the App at any time and delete your account through Profile → Account → Delete Account.
• We may suspend or terminate an account if we believe these Terms have been violated, fraudulent activity has occurred, or the App has otherwise been misused.
• Termination does not relieve you of obligations to pay outstanding amounts relating to orders or bookings already placed.

Changes to These Terms

We may modify these Terms from time to time. When material changes are made, we may notify you through the App or by email and update the "Last Updated" date.

Your continued use of the App after changes take effect constitutes your acceptance of the updated Terms.

Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Islamic Republic of Pakistan.

Any dispute arising from these Terms or the App should first be attempted to be resolved amicably through good-faith negotiation.

If unresolved, disputes shall be submitted to the exclusive jurisdiction of the competent courts of Karachi, Pakistan.

Google Play Terms

Your use of the App is also subject to the Google Play Terms of Service and Google's applicable policies.

Nothing in these Terms limits or overrides your rights under those policies.

Severability and Entire Agreement

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

These Terms, together with our Privacy Policy and Disclaimer, constitute the entire agreement between you and us regarding the App and supersede any prior agreements.

Contact Us

If you have any questions regarding these Terms of Service, please contact us.