1. Overview
AkBaat is an online grocery delivery service operating in Kasur, Punjab, Pakistan. We deliver groceries directly from wholesale suppliers to your doorstep. This policy outlines our delivery zones, timelines, charges, and related terms.
2. Delivery Zones
- Delivery is available only within our configured delivery zones in Kasur, Punjab.
- Delivery zones are periodically reviewed and may be updated based on operational capacity.
- If your address falls outside our delivery zones, you will not be able to place an order.
- We currently serve Kasur only. Expansion to other cities is planned for the future.
3. Delivery Methods and Timelines
3.1 Standard Delivery
- Same-day delivery for orders placed before 7:00 PM.
- Estimated delivery window: 2 to 3 working hours from order confirmation.
- Orders placed after 7:00 PM may be delivered the next day.
3.2 Express Delivery
- Same-day priority delivery.
- Express orders receive priority handling and are dispatched ahead of standard orders.
- An express delivery surcharge of Rs. 100 applies per order.
Note: Delivery timelines are estimates and not guaranteed. Actual delivery times may vary due to weather conditions, traffic, road closures, high order volume, or other unforeseen circumstances.
4. Delivery Charges
- Orders above Rs. 5,000 qualify for free standard delivery.
- Orders below Rs. 5,000 may be subject to a delivery charge as displayed at checkout.
- Express delivery incurs a flat surcharge of Rs. 150 per order, regardless of order value.
- Delivery charges are non-refundable once the order has been dispatched.
5. Delivery Process
- You will receive an order confirmation via SMS, email, or in-app notification.
- A delivery estimate will be provided at the time of order confirmation.
- Our delivery personnel may contact you by phone to coordinate delivery.
- Please ensure someone is available at the delivery address to receive the order.
- If no one is available at the delivery address, our delivery personnel will attempt to contact you. If unreachable, the order may be returned and a refund or re-delivery arranged.
6. Delivery Delays
In the event of a delivery delay:
- We will notify you of the delay as soon as practicable.
- If the delay exceeds 2 hours beyond the estimated delivery window, you may contact our support team for assistance.
- You may choose to wait, reschedule delivery, or cancel the order for a full refund.
- We are not liable for delays caused by events beyond our reasonable control (force majeure), including but not limited to natural disasters, strikes, government actions, or utility outages.
7. Order Tracking
You can track your order status through the Order History section in your account on our website or mobile app. Status updates include: Order Confirmed, Processing, Out for Delivery, and Delivered.
8. Missed Deliveries
- If delivery cannot be completed due to customer unavailability, incorrect address, or refusal to accept, the order may be cancelled.
- For COD orders, repeated non-payment or refusal may result in COD privileges being revoked.
- Re-delivery may be arranged subject to availability and additional charges.
