Terms & Conditions

1. GENERAL

These Terms & Conditions govern the use of Rider App's delivery service and apply to all customers, vendors, and riders operating within the Rider App platform. By placing an order through Rider App, you agree to be bound by these terms in their entirety.

Rider App reserves the right to amend, modify, update, or replace any part of these Terms & Conditions at any time and without prior notice to users. Continued use of the platform following any change constitutes your acceptance of the revised terms. It is the responsibility of the user to review these terms periodically.

2. FREE DELIVERY — ELIGIBILITY CONDITIONS

Rider App offers free delivery subject to the following conditions being met simultaneously. All conditions must be satisfied for an order to qualify for zero delivery charges. Failure to meet any single condition below may result in a delivery charge being applied at the minimum applicable rate.

2.1 Geographic Radius Condition: Free delivery is available only within a defined pickup and delivery radius as determined by Rider App at its sole discretion. This radius is calculated from the vendor's registered pickup location to the customer's registered delivery address.

• Orders falling within the approved delivery radius qualify for free delivery.
• Orders where the delivery address falls outside the approved radius do not qualify for free delivery.
• The applicable delivery radius may differ across different areas and vendor locations within Lahore.
• Rider App reserves the right to adjust, expand, or reduce the delivery radius at any time without prior notice.
• Customers are advised to confirm their delivery address falls within the eligible radius at the time of placing the order.

2.2 Service Area Condition: Free delivery is currently available within central Lahore and selective surrounding neighbourhoods as designated by Rider App. Areas outside the current service boundary are not eligible for free delivery.

• Rider App's active free delivery zones are subject to change as the platform expands across Lahore.
• Areas currently outside the free delivery zone may be added in future phases without prior announcement.
• A customer's eligibility for free delivery is determined by their delivery address at the time of placing the order, not their registration address.
• Rider App does not guarantee free delivery coverage to any specific area beyond those currently designated as active zones.

2.3 Delivery Time Slot Condition: Free delivery is exclusively available during Rider App's designated delivery time slots. Orders must be placed and confirmed before the slot window closes to qualify.

Updated free delivery slots are only to be confirmed in the Rider App.

• Orders placed after a slot's order window closes will be processed in the next available slot.
• Rider App does not guarantee delivery within a specific slot if order volume exceeds rider capacity in a given zone.
• On-demand deliveries requested outside the above time slots do not qualify for free delivery and will be subject to a delivery charge.
• Rider App reserves the right to modify, add, or remove delivery time slots at any time without prior notice.

2.4 Payment Method Condition: Free delivery is available exclusively on orders paid via Cash on Delivery (COD). No advance payment, digital wallet, or online payment method is currently accepted.

• The customer must be physically present at the registered delivery address to make payment upon delivery.
• Failure to be present at the time of delivery without prior notification to Rider App may result in the order being returned and a redelivery charge being applied.
• Rider App reserves the right to introduce additional payment methods in the future, at which point free delivery eligibility for each method will be communicated separately.

2.5 Vendor Eligibility Condition: Free delivery applies only to orders placed from Rider App's officially registered and active vendor partners. Orders from unregistered, suspended, or inactive vendors do not qualify for free delivery.

Food Orders: Free delivery applies to food orders placed from restaurants and food businesses that are officially registered and active on the Rider App platform at the time of ordering.

Grocery Orders: Free delivery applies to all grocery and household items ordered through Rider App. Eligible grocery items include but are not limited to food staples, household essentials, cleaning products, and baby items available through registered vendors.

• Rider App does not guarantee the availability of any specific vendor or product at any given time.
• If a registered vendor is temporarily unavailable during a delivery slot, Rider App will notify the customer and offer the next available slot at no additional charge.

3. WHEN FREE DELIVERY DOES NOT APPLY

The following circumstances will result in a delivery charge being applied. In all such cases, Rider App commits to applying only the bare minimum delivery charge necessary to cover operational costs. Rider App does not profit from delivery charges.

Delivery charges apply when:

• The delivery address falls outside the approved geographic radius
• The delivery address is located outside Rider App's currently active service zones in Lahore
• The order is placed outside designated free delivery time slots as an on-demand request
• The payment method does not meet the eligibility condition
• The order is placed from a vendor not registered or currently inactive on the platform
• The order requires special handling, unusual distance, or conditions that fall outside standard operations

4. MINIMUM DELIVERY CHARGE

Where a delivery charge applies, Rider App will levy only the minimum charge necessary to fulfil the delivery. This charge will be:

• Clearly communicated to the customer before the order is confirmed
• Based solely on operational cost and distance
• Not a profit-generating charge for Rider App
• Subject to change based on fuel costs, zone, and operational requirements

Rider App reserves the right to determine the minimum charge applicable at any given time without prior notice.

5. ORDER CANCELLATION & FAILED DELIVERY

• Orders cancelled after confirmation may be subject to a cancellation fee at Rider App's discretion.
• If a delivery fails due to the customer being unreachable or absent at the delivery address, a redelivery fee may apply.
• If a delivery fails due to reasons within Rider App's control, the order will be redelivered at no additional charge in the next available slot.
• Rider App is not liable for delays caused by circumstances beyond its control including but not limited to traffic, weather, civil disruption, or vendor delays.

6. CHANGES TO THESE TERMS

Rider App reserves the absolute right to change, modify, update, suspend, or permanently alter any part of these Terms & Conditions including but not limited to:

• Free delivery eligibility conditions
• Delivery time slots
• Geographic coverage zones
• Delivery radius
• Commission structures for vendors
• Minimum delivery charges

Changes take effect immediately upon being published on the Rider App platform or website. No prior notification will be provided to users. Users are solely responsible for staying informed of the current terms by reviewing this page regularly.

7. LIMITATION OF LIABILITY

Rider App's liability in any circumstance is limited to the value of the order placed. Rider App is not liable for any indirect, consequential, or incidental loss arising from the use or inability to use the platform or delivery service.

8. GOVERNING LAW

These Terms & Conditions are governed by the laws of the Islamic Republic of Pakistan.

9. CONTACT

For questions related to these Terms & Conditions or your delivery:

WhatsApp:

+92 336 4109378

Instagram:

@riderapp3

Email:

hello@riderapp.pk

Hours:

Mon–Fri, 10 AM – 6 PM