Terms of Service

These Terms of Service ("Terms") govern your use of the Al Madinah Meat Market mobile app (the "App" or "Service"; Android package com.zentro.madinameat), operated by Al Madinah Premium Halal Meat Market, Karachi, Pakistan ("we", "us", "our", "the shop"). By creating an account or using the App, you agree to these Terms. If you do not agree, do not use the App.

Who can use the App

You must be at least 18 years old to create an account and place orders or bookings. The App is intended for use within Pakistan, and prices, delivery and services are configured for the shop's local operating area.

You must confirm your mobile phone number with a one-time SMS code before your first order or booking, and each phone number may be used on only one account. You are responsible for the accuracy of the account details you provide (name, email, phone and delivery addresses) and for keeping your account credentials confidential. You are responsible for all activity that happens under your account.

What the App offers

• Meat ordering — browsing a catalogue of fresh and frozen halal meat, adding items to a cart, and checking out for home delivery or in-store pickup.
• Service bookings — halal slaughter, Eid sacrifice, charity, Zakat and newborn celebration goats, and events: a live-animal service carried out by one of our butchers, at a date and time slot you choose.
• Party packages and event orders — pre-configured bulk orders for gatherings.
• Recipes and videos — informational content related to our products.
• Reviews — customers who have received a product, or whose service booking was completed, may leave a star rating and comment.
• Store credit and promo codes — a balance and discount codes that can be applied at checkout on regular orders.
• Support and problem reports — an in-app messaging channel to reach the shop, and a "Report a problem" option on delivered orders.

We may add, change, or remove features at any time.

Orders

3.1 Placing an order

An order is placed instantly through the App and does not require our approval to be accepted — placing it commits you to purchase the items listed, at the price, fees and delivery/pickup slot shown at checkout.

Item prices, weights and cuts shown in your order are a snapshot taken at the time you ordered; a later change to our catalogue does not retroactively change an order you have already placed.

3.2 Payment methods

We currently accept:

• Cash on delivery (COD) for regular meat orders.
• JazzCash, EasyPaisa and bank transfer. You send the money from your own wallet or banking app to the shop account shown at checkout, then upload a screenshot of the completed transfer.

For transfers, your order is not prepared until our staff have confirmed that the money has arrived. If the screenshot cannot be matched to a payment (for example it is unclear, for the wrong amount, or has already been used for another order), we will ask you for a new one or cancel the order. Submitting a false or reused screenshot is fraud and will lead to the account being suspended.

Card payment is not currently offered. We never ask for your wallet PIN, banking password or card number.

An optional tip for the shop team can be added at checkout.

3.3 Delivery and pickup

Delivery estimates shown at checkout are estimates, not guarantees, and can be affected by weather, traffic, order volume and availability. A delivery fee applies below a minimum order value we set (waived above that threshold), a cold-chain handling fee applies to every delivery order, and a scheduled-delivery fee applies if you choose a specific delivery slot, all as shown at checkout.

3.4 Cancelling an order

• You may cancel your own order only while it is still in the "placed" state — before we have begun preparing it. Once preparation has started, the meat has been cut to your order and cannot simply be cancelled from the App; contact us and we will do what we can.
• We may cancel an order at any stage, for reasons including but not limited to stock unavailability, a delivery-area issue, or a suspected fraudulent or abusive order.
• A reason is required for every cancellation, by either side, and is recorded against the order.

3.5 Refunds and problems with an order

Fresh meat cannot be resold once it has left the shop, so our refund policy is as follows. The full policy is also shown in the App.

• Cancelled paid orders. If a paid order is cancelled (by you while still eligible, or by us), the full amount comes back, including delivery charges and any tip. You choose store credit (added instantly) or a refund to how you paid. Store credit you used on the order is returned to your balance. If your transfer was still being checked when the order was cancelled, the refund follows once our staff confirm the money arrived.
• Something wrong with your order. Use Report a problem on the order within 24 hours of delivery or collection. Reports are accepted for damaged or leaking packaging, meat that is not fresh or is spoiled, a wrong item, a missing item, or an order that never arrived. Our staff review every report, and you will see the outcome on the order. If upheld, we offer a replacement (fresh items in the next available delivery slot, at no charge), store credit, or a refund.
• Not eligible: items that have been cooked or processed; problems reported more than 24 hours after delivery or collection; change of mind when nothing is wrong with the order; and delivery, cold-chain and scheduled-delivery charges and tips, unless the order was not delivered at all.
• Every refund is reviewed by our staff and is never approved automatically.
• Cash-on-delivery orders are refunded by bank transfer to an account you give us. A COD order cancelled before any cash was collected costs you nothing.
• Processing time. Refunds to your payment method or bank account take 7–14 business days after approval. Store credit is instant.

Bookings (slaughter, Eid sacrifice, charity, Zakat and newborn celebration goats, events)

4.1 Advance payment is mandatory

Unlike regular orders, every booking must be paid in advance by JazzCash, EasyPaisa or bank transfer, with a screenshot of the transfer uploaded as described in §3.2. Cash on delivery is never available for a booking. A booking is not confirmed until our staff have verified the payment.

4.2 Confirmation

A booking is created in a pending state and is not guaranteed until our staff confirm it, which may include assigning a butcher and a delivery slot for the meat produced. We may reject a booking — for example if a slot cannot actually be honoured — in which case a refund is automatically raised for our staff to review and release.

4.3 Slots

Booking dates and time slots have limited capacity. A slot is claimed only once payment and booking creation both succeed; our systems are designed to prevent two customers from being awarded the same seat in a fully booked slot, but availability shown in the App can change between browsing and checkout. A slot stops taking bookings 30 minutes before it starts, so that a butcher can be told and can travel to you.

4.4 Cancelling a booking

• While a booking is pending (before our staff have confirmed it), you may cancel it yourself from the booking tracker. A reason is required. Your slot is released and the full amount is refunded to how you paid, within the processing time in §3.5. If your payment is still being checked when you cancel, the refund follows once our staff confirm the money arrived.
• Once a booking is confirmed, a butcher has been assigned to it and it can no longer be cancelled from the App. To cancel or change it, contact us directly; cancellation and any resulting refund are handled by our staff on a case-by-case basis, particularly close to a religious occasion such as Eid, where livestock and butcher scheduling may already be committed.

Reviews

You may leave a review on a product only after an order containing it has been marked delivered or picked up, and on a service only after your booking has been completed. This makes sure ratings reflect real purchases. Reviews are public. They must be honest, must relate to the product or service, and must not contain abusive, defamatory, or unlawful content. We may unpublish (hide) a review that violates this; we do not alter the words or rating you wrote, and you can always see your own review whether or not it is published.

Store credit and promo codes

Store credit, where you hold a balance, may be applied toward the cost of a regular order at checkout, up to your available balance at the time. Store credit has no cash value, cannot be transferred to another account, withdrawn as cash, or redeemed outside the App, and is managed entirely by the shop. If you want your money back rather than credit, choose a refund to your payment method when the refund is offered. Unused store credit is forfeited if you delete your account.

Promo/discount codes apply to regular orders only and never to bookings. A code may carry conditions (minimum order value, usage limits, expiry date, per-customer limits) shown when you attempt to redeem it, and we may modify, restrict or discontinue any code at any time.

Acceptable use

You agree not to:

• provide false information when creating an account, placing an order, or making a booking;
• attempt to bypass, tamper with, or reverse-engineer the App's security, payment or data-access controls;
• use the App to place fraudulent orders or bookings, upload a false, edited or reused payment screenshot, or abuse the cancellation/refund process;
• open a new account to get around a suspension;
• post a review or support message that is abusive, defamatory, or otherwise unlawful;
• use the App for any purpose that is unlawful or prohibited by these Terms.

We may suspend or terminate an account that we reasonably believe violates these Terms, including blocking an account from placing further orders. If a suspended account is later deleted, we keep a one-way scrambled form of its phone number for 12 months so we are alerted if it is used to open a new account, as described in our Privacy Policy.

Intellectual property

The App, including its branding, design, layout, product photography and artwork, recipes, and written content, is owned by Al Madinah Premium Halal Meat Market or its licensors and is protected by applicable intellectual property law. You may not copy, reproduce, or use it for any commercial purpose without our written permission.

Halal and product disclaimer

See our separate Disclaimer for statements about halal sourcing, product descriptions, images, and food-safety matters, which forms part of these Terms.

Limitation of liability

To the maximum extent permitted by applicable law:

• The App is provided on an "as is" and "as available" basis, without warranties of any kind, express or implied.
• We are not liable for delays or failures caused by circumstances beyond our reasonable control (including bank or wallet provider outages, courier delays, or Firebase/Google Cloud service interruptions).
• Our total liability to you for any claim arising from your use of the App is limited to the amount you paid for the order or booking giving rise to the claim.
• Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under applicable law.

Third-party services

The App relies on third-party infrastructure and services, including Google Firebase (authentication and SMS phone confirmation, database, storage, analytics, crash reporting, and push notifications). Transfers you make through JazzCash, EasyPaisa or your bank are carried out in their own apps, and recipe and process videos open in YouTube. Your use of those services within the App is also subject to their own terms and privacy policies, where applicable.

Changes to these Terms

We may update these Terms from time to time. We will update the "Last updated" date above, and a material change will be announced in the App before it takes effect. Continuing to use the App after a change takes effect means you accept the revised Terms.

Governing law

These Terms are governed by the laws of Pakistan, without regard to conflict-of-law principles. Any dispute arising from these Terms or your use of the App will be subject to the exclusive jurisdiction of the courts of Karachi, Pakistan.

Contact

For our data-handling practices, see the Privacy Policy. To delete your account, see our account deletion page.