Official Terms • Version 2.3

Terms & Conditions

The complete Version 2.3 terms for customers, vendors, riders, drivers, service workers, courier activity, refunds, account conduct and platform responsibility.

Android app is live on Google Play

Last updated: 8 August 2026Version 2.3 • Pakistan

COMING SOONApp Store

USER & CUSTOMER TERMS AND CONDITIONS

1. ACCEPTANCE OF TERMS

These Terms and Conditions constitute a legally binding contract between you ("User", "Customer") and Apna Kaam governing your access to and use of the Platform. By downloading the app, creating an account, or placing an order, you agree to be bound by these Terms. Digital acceptance constitutes a valid electronic signature under ETO 2002.

2. ELIGIBILITY

Minimum age: 13 years (13–17 requires parental/guardian consent and supervision)
You must provide accurate, complete registration information and have legal capacity to contract
Previously permanently banned accounts are not eligible to re-register
Diaspora users ordering for family in Pakistan must have authority and recipient consent to do so

3. ACCOUNT REGISTRATION & SECURITY

3.1 Account Creation

One account per mobile number. Multiple accounts will result in all accounts being suspended.
OTP-verified mobile number required. All information must be truthful and kept updated.

3.2 Security Obligations

You are solely responsible for your login credential confidentiality
Report suspected unauthorised access immediately to support@apnakaam.pk
Apna Kaam staff will NEVER ask for your password or full OTP – any such request is fraudulent
You are liable for all account activity until you notify us of a security breach

4. SERVICES AVAILABLE

Product Orders – purchase from registered Vendors and Shops
Service Bookings – book skilled Service Workers (plumber, electrician, barber, cleaner, etc.)
Delivery Services – request motorcycle, car, or loader/pickup delivery
Transport Services – book a vehicle for goods or personal transport within available zones
Smart Match – intelligent suggestions for complementary services based on your current order
Instant & Scheduled – request immediate service or book in advance

Service availability varies by city and zone. Apna Kaam does not guarantee availability at any specific time.

5. ORDERING PROCESS & CUSTOMER OBLIGATIONS

5.1 Placing Orders

Orders confirmed upon Vendor or Service Worker acceptance. Provide accurate delivery address.
Be available at the stated delivery time or designate a responsible person to receive
For service bookings, ensure the location is accessible and safe for the Service Worker

5.2 Customer Responsibilities

Treat all Vendors, Riders, and Service Workers with respect. Abuse leads to account suspension.
Do not circumvent the Platform by dealing directly with Vendors, Riders, or Service Workers discovered through the app
Do not place fraudulent, false, or prank orders – this may result in termination and legal action
For COD orders, have the exact amount ready at the time of delivery

6. PRICING, PAYMENTS & FEES

6.1 Pricing

All prices in PKR. Prices set by Vendors. Price at order confirmation is final.
Delivery fees calculated by distance, vehicle type, and surge. Shown before order confirmation.

6.2 Payment Methods

Cash on Delivery (COD) | Online (credit/debit card) | Mobile Wallets (JazzCash, Easypaisa) | In-App Wallet (future)

6.3 Payment Security

All online payments via PCI-DSS compliant processors. Full card details never stored by Apna Kaam.
Payment disputes must be reported within 7 days of transaction

6.4 Taxes

Applicable taxes (GST, provincial sales tax) displayed before order confirmation where applicable

7. CANCELLATIONS & REFUNDS

7.1 Cancellation by Customer

Free cancellation within 2 minutes if Vendor has not yet accepted. After acceptance: partial cancellation fee may apply.
Service bookings: cancel at least 30 minutes before scheduled time to avoid cancellation fee
Repeated unjustified cancellations may result in account restrictions
A Customer must not repeatedly place orders, bookings, rides, deliveries, or service requests and then refuse to receive them, remain unavailable at the confirmed location, provide a deliberately incorrect address, or cancel after a Vendor, Rider/Driver, or Service Worker has reasonably committed time, stock, fuel, preparation, or other resources.
Three verified and unjustified cancellation, refusal-to-receive, or no-show events within a rolling 30-day period may result in a warning, temporary account block, suspension of Cash on Delivery, requirement for advance payment, restricted ordering privileges, or account suspension. Continued abuse after reinstatement may result in permanent termination.
A cancellation or refusal will not be treated as abuse where there is a documented safety concern, material delay, wrong or unsafe product, materially deficient service, provider misconduct, duplicate/technical order, Platform error, emergency, or another reasonable cause accepted after review by Apna Kaam.

7.2 Cancellation by Vendor/Rider/Worker

Full refund with no charge to you. We attempt reassignment before notifying you of cancellation.

7.3 Refund Policy

Online payments: refunded within 5–7 business days to original payment method
COD refunds (overcharge): in-app credit or bank transfer within 3 business days
Quality issue refund requests: submit within 24 hours of delivery via the app
Apna Kaam may investigate and reject fraudulent refund claims
Where a refund is approved because of a verified defect, expired or unsafe food, wrong or materially non-compliant product, poor service, negligent delivery, parcel loss/damage, or other failure attributable to an independent Vendor, Service Worker, Rider/Driver, Sender, or other participant, the financial responsibility for that refund rests with the responsible participant, not with Apna Kaam, subject to applicable law.
Apna Kaam may process or facilitate the refund through the Platform, including by withholding, reversing, setting off, or deducting the amount from money, settlement balances, security amounts, or other sums payable to the responsible participant. Processing the refund does not mean that Apna Kaam has accepted responsibility for the underlying product, food, service, delivery, or parcel.
If Apna Kaam does not hold sufficient funds of the responsible participant, that participant remains liable to reimburse the Customer and/or Apna Kaam for the approved amount within the period notified by the Platform. Apna Kaam is not required to fund a provider-caused refund from its own resources merely because the transaction was arranged through the Platform, except where applicable law requires otherwise or the loss was directly caused by Apna Kaam's own payment-processing or Platform error.

8. RATINGS & REVIEWS

Rate Vendors, Service Workers, and Riders 1–5 stars after completed orders
Reviews must be honest, relevant, and based on actual experience
Prohibited: abusive language, personal attacks, false statements, fake reviews (paid or malicious)
Fake reviews constitute serious fraud and may result in account suspension and legal action
Apna Kaam reserves the right to remove non-compliant reviews without notice
Customers may honestly review Apna Kaam's own platform performance and may honestly review the Vendor, Rider/Driver, or Service Worker responsible for an underlying transaction. Reviews and public complaints must accurately distinguish between the conduct of an independent provider and the conduct of Apna Kaam.
Knowingly false, fabricated, malicious, impersonating, or materially misleading statements, including false attribution of an independent provider's act to Apna Kaam, may result in content removal, account action, preservation of evidence, and lawful civil or criminal remedies where available.

9. LIVE TRACKING & LOCATION

Track your Rider or Service Worker in real time during active orders
Delivery address shared with assigned Rider/Worker solely to fulfil your order
Location permission needed for core features; manual address entry always available
Apna Kaam does not track you in the background when the app is closed

10. PROHIBITED USES

False, prank, or malicious orders | Harassment or abuse of any platform participant
Hacking, reverse-engineering, or disrupting the Platform
Any unlawful purpose under Pakistani law | Impersonation | Ordering prohibited items
Fraudulent payments | Automated bots or scripts
Circumventing the Platform by directly engaging Vendors, Riders, or Workers found through Apna Kaam

11. PLATFORM ROLE & LIMITATION OF LIABILITY

11.1 Platform as Facilitator

Apna Kaam is a technology platform connecting Customers with independent Vendors, Service Workers, and Riders. We are not a party to the transaction between you and the provider and do not employ them as permanent staff.

11.2 Limitation of Liability

Not liable for product/service quality, safety, legality, or accuracy offered by Vendors or Workers
Not liable for indirect, incidental, consequential, or punitive damages
Total aggregate liability capped at amounts you paid us (excluding Vendor payments) in the prior 12 months
Not liable for force majeure events: natural disasters, power failures, internet outages, civil unrest, government actions

11.3 Service Guarantee

We enforce Vendor, Rider, and Worker Codes of Conduct. Where a provider materially fails, we facilitate remedies including refunds, replacements, or account action.

12. INTELLECTUAL PROPERTY

All Platform content (logos, design, software, text, graphics) is exclusively owned by Apna Kaam
You receive a limited, non-exclusive, non-transferable, revocable licence for personal use only
User-submitted content (reviews, photos) remains yours; you grant Apna Kaam a worldwide royalty-free licence to display it

13. ACCOUNT TERMINATION & DISPUTE RESOLUTION

13.1 Termination

By you: Settings > Account > Delete Account (complete pending orders first)
By Apna Kaam: for Terms violation, fraud, false information, refund abuse, repeated unjustified cancellations, repeated refusal to receive confirmed orders, or repeated no-show conduct. Three verified unjustified events within a rolling 30-day period may trigger temporary blocking or suspension, subject to review and applicable law.

13.2 Dispute Resolution

Order disputes: raise within 24 hours via Orders > [Order] > Report Issue. Response within 3 business days.
Payment disputes: raise within 7 days via support@apnakaam.pk with transaction ID
Step 1: grievance@apnakaam.pk → Step 2: PCDR Mediation → Step 3: Arbitration (Arbitration Act 1940) → Step 4: Courts of Faisalabad or Lahore

14. GOVERNING LAW, AMENDMENTS & CONTACT

Governed by: Contract Act 1872, ETO 2002, PECA 2016, Consumer Protection Acts of Pakistan. Jurisdiction: Faisalabad or Lahore, Punjab, Pakistan.

Amendments: 30 days' notice via in-app notification and/or SMS before changes take effect. Continued use = acceptance.

Customer Support: support@apnakaam.pk

Legal: legal@apnakaam.pk

Grievance: grievance@apnakaam.pk

Document ID: APNAKAAM-TC-USER-V2.3-2026

VENDOR & MERCHANT TERMS AND CONDITIONS

1. ACCEPTANCE OF TERMS

These Vendor & Merchant Terms and Conditions constitute a legally binding commercial contract between you ("Vendor", "Merchant") and Apna Kaam. By completing registration, activating your store, listing any product or service, or accepting any order, you accept these Terms in full. Digital acceptance is valid under ETO 2002 and Contract Act 1872.

2. VENDOR ELIGIBILITY & REGISTRATION

2.1 Eligibility

Minimum age: 18 years with valid Pakistani CNIC
Registered businesses must provide valid NTN and/or STRN where applicable
You must have legal right to sell the products or provide the services you list
Your business must comply with all applicable local, provincial, and federal Pakistani law
Previously permanently banned vendors are not eligible to re-register

2.2 Required Registration Documents

Full legal name, valid CNIC (front & back), GPS-verified business address, OTP-verified mobile
Bank account or mobile wallet for settlement | Business registration documents (where applicable)

3. STORE MANAGEMENT OBLIGATIONS

Maintain accurate, up-to-date product listings, prices, availability, and operating hours at all times
Update store status (open/closed) accurately – leaving open when unavailable incurs penalties
Misleading descriptions, false pricing, or deceptive practices are strictly prohibited
Apna Kaam may remove, edit, or disable any listing violating these Terms, law, or Platform policies

4. PROHIBITED PRODUCTS & SERVICES

Listing prohibited items causes immediate store suspension and may be reported to authorities:

Alcohol, narcotics, or controlled substances | Weapons, ammunition, explosives
Counterfeit, pirated, or trademark-infringing goods | Stolen goods
Adult/obscene content | Prescription medications without pharmacy licence
Gambling/lottery products | Any item violating Pakistani law

5. ORDER MANAGEMENT & FULFILLMENT

5.1 Order Acceptance

Orders must be accepted or rejected within 5–10 minutes (per your Vendor tier). No-response = auto-cancellation + penalty.
Only accept orders you can fully fulfil at time of acceptance

5.2 Fulfillment Standards

Products must match descriptions, photos, and stated specifications
Proper packaging required for safe delivery | Orders ready for Rider pickup within stated preparation time
Service bookings attended by qualified professionals | Hygiene and safety standards maintained

5.3 Vendor Cancellations

Count against acceptance rate and may result in penalties. Customer receives full refund.
Three verified and unjustified order rejections, cancellations, or no-responses while the store is marked Open/Available within a rolling 30-day period may trigger a store suspension or account-block review. Three consecutive such events may also trigger an immediate reliability review.
Vendors must keep store hours, stock status, service availability, and capacity accurate. If a Vendor is unable to accept orders, the Vendor should mark the store Closed/Unavailable rather than repeatedly rejecting Customer orders.
A rejection or cancellation supported by a genuine stock-out discovered after reasonable checks, safety issue, legal restriction, technical failure, force majeure, Customer request, suspected fraud, or other documented valid reason may be excluded from the three-event threshold after Platform review.
Where the threshold is met, Apna Kaam may temporarily block new orders, suspend the Vendor account, reduce listing visibility, require corrective action, or permanently terminate access for repeated abuse or continued unreliability after reinstatement.

5.4 Food, Grocery & Consumable Safety

Vendors are solely responsible for the freshness, expiry dates, ingredients, allergen information, storage temperature, hygiene, preparation, packaging, legal compliance, and overall safety of food, grocery, medicine where lawfully permitted, and other consumable products they list or supply.
Expired, adulterated, contaminated, spoiled, mislabelled, counterfeit, recalled, or otherwise unsafe consumable products are strictly prohibited. A Vendor must immediately remove any such item from sale and notify Apna Kaam if an affected order has already been accepted or delivered.
Where a verified quality or food-safety failure is attributable to the Vendor, the Vendor is responsible for the applicable refund, replacement, remediation cost, regulatory consequence, and third-party claim to the extent permitted by law.
Apna Kaam may facilitate complaints, refunds, replacements, account action, evidence preservation, and lawful reporting, but does not manufacture, prepare, inspect, certify, or guarantee independent Vendor products unless Apna Kaam expressly states that it is the seller of record.

6. COMMISSION, FEES & PAYMENT SETTLEMENT

6.1 Commission

Commission rate per completed order is disclosed in your Vendor Agreement and Dashboard
Rates may vary by category, service type, and city. 30 days' notice for rate revisions.

6.2 Settlement

Net earnings (order value minus commission and deductions) settled weekly to bank/wallet
Itemised statements provided per settlement period via Vendor Dashboard
Settlement may be delayed during disputes, investigations, or compliance reviews

6.3 Tax Obligations

You are solely responsible for income tax and sales tax filings with FBR and provincial authorities
Apna Kaam withholds taxes as required by law and provides withholding tax certificates

7. PENALTY SYSTEM

Apna Kaam enforces strict accountability to maintain service quality:

No-Show (confirmed order not fulfilled, not cancelled): deduction from next settlement + negative performance record
Late Preparation (not ready in stated window): warning + escalating deductions for repeats
Quality Violations (wrong items, quantity errors, hygiene): refund cost deducted from settlement
Verified Product/Food Refunds: where a Customer refund, replacement, chargeback, compensation, or remediation is required because of the Vendor's expired, spoiled, unsafe, counterfeit, wrong, incomplete, defective, materially misdescribed, unhygienic, or otherwise non-compliant product or food, the Vendor bears the full attributable cost. Apna Kaam may deduct or recover that cost from current or future Vendor settlements or other amounts payable to the Vendor.
Misleading Listings: immediate listing removal + escalating penalties
3+ penalty events in 30 days: store suspension review

Appeals: Vendor Dashboard > Performance > Disputes > Appeal Penalty within 15 days. Reviewed by a human within 7 business days.

8. RATINGS, SMART MATCH & INTELLECTUAL PROPERTY

8.1 Ratings

Aggregate customer rating displayed on your store. Rating below 2.5 for 30 days triggers performance review.
Fake reviews (purchased, incentivised, or coordinated) are prohibited – permanent ban on detection

8.2 Smart Match

Your store may appear in Smart Match suggestions relevant to Customer orders
Smart Match eligibility based on performance score, location, ratings, and acceptance rate

8.3 Intellectual Property

You retain content ownership. You grant Apna Kaam a worldwide royalty-free licence to display and promote your content.
All uploaded content must be original and must not infringe third-party IP rights

9. VENDOR CODE OF ETHICS

Treat all Customers, Riders, Service Workers, and Apna Kaam staff professionally and with respect
Do not discriminate against any Customer on any protected characteristic
Do not share Customer personal data with any third party or use it beyond fulfilling the order
Do not redirect Customers off-Platform or solicit direct business relationships
Report fraud, safety hazards, or Platform abuse to vendors@apnakaam.pk immediately

10. FRANCHISE, SUSPENSION, INDEMNIFICATION & DISPUTE RESOLUTION

10.1 Franchise / City Operator

City Operators act as Apna Kaam representatives in Franchise cities. These Terms still fully apply.
Disputes with City Operators escalate directly to vendors@apnakaam.pk

10.2 Suspension & Termination

Voluntary: written request to vendors@apnakaam.pk. Settlements processed within 14 business days.
By Apna Kaam: for Terms breach, prohibited listings, fraud, persistent quality failures, unpaid commissions, or regulatory investigation

10.3 Indemnification

You indemnify Apna Kaam against all claims, damages, and costs arising from your breach of these Terms, your products/services (including product liability), violation of applicable law, or third-party claims from your Platform conduct.

10.4 Dispute Resolution

Step 1: Vendor Dashboard > Support > Raise Dispute or vendors@apnakaam.pk (5 business days)
Step 2: Senior Vendor Relations (15 business days) → Step 3: PCDR Mediation → Step 4: Arbitration (Arbitration Act 1940, Faisalabad/Lahore)

11. GOVERNING LAW, AMENDMENTS & CONTACT

Governed by: Contract Act 1872, Sale of Goods Act 1930, ETO 2002, PECA 2016. Jurisdiction: Faisalabad or Lahore, Punjab, Pakistan. Amendments: 30 days' notice via Vendor Dashboard. Continued operation = acceptance.

Vendor Support: vendors@apnakaam.pk

Legal: legal@apnakaam.pk

Finance: finance@apnakaam.pk

Document ID: APNAKAAM-TC-VENDOR-V2.3-2026

RIDER & DRIVER TERMS AND CONDITIONS

1. ACCEPTANCE OF TERMS

These Rider & Driver Terms and Conditions constitute a legally binding contract between you ("Rider", "Driver") and Apna Kaam. By completing registration, passing verification, or accepting your first order, you confirm full acceptance. This Agreement is enforceable under the Contract Act 1872 and Electronic Transactions Ordinance 2002.

2. RIDER CLASSIFICATION – INDEPENDENT CONTRACTOR

IMPORTANT: Please read carefully. You are an independent contractor, not an employee of Apna Kaam. Nothing in these Terms creates employment, partnership, agency, or joint venture.

You set your own hours, choose which orders to accept, and may work for other platforms simultaneously
You are responsible for your own tax filings, social security contributions, and self-employment obligations
Apna Kaam does not provide employment benefits (health insurance, paid leave, provident fund) under this Agreement
Apna Kaam will comply with any future Pakistani gig economy legislation granting additional worker rights

3. ELIGIBILITY & REGISTRATION

3.1 Eligibility Requirements

Minimum age: 18 years with valid Pakistani CNIC
Valid driving licence appropriate to your vehicle class (motorcycle, car, or heavy vehicle)
Vehicle: registered in Pakistan with valid RC Book, minimum TPL insurance, fitness certificate where required
Must pass CNIC (NADRA), driving licence (DLIMS), and vehicle (MTMIS) verification
No criminal record involving violence, theft, sexual offences, or fraud

3.2 Vehicle Types

Motorcycle – standard parcel and food delivery
Car (sedan, hatchback, SUV) – premium or goods delivery
Loader / Pickup Truck – heavy or bulk goods delivery

3.3 Ongoing Obligations

Inform Apna Kaam immediately of any change in legal status, criminal record, licence validity, or vehicle registration
Providing false verification information is a criminal offence under PECA 2016 and will be reported to FIA

4. ORDER ACCEPTANCE & DELIVERY OBLIGATIONS

4.1 Order Process

You may accept or decline an individual order, but when you mark yourself and your vehicle as Available you must keep your availability, vehicle type, capacity, service area, and ability to perform deliveries accurate. Repeated unjustified rejection or non-response while marked Available may affect account access in addition to performance score and order priority.
Three verified and unjustified order rejections, cancellations, or no-responses while marked Available within a rolling 30-day period, or three consecutive such events, may result in a temporary availability pause, account block, suspension review, or permanent termination for continued abuse after reinstatement.
Valid reasons may include safety risk, vehicle breakdown, vehicle/load mismatch, legal or road restriction, emergency, materially incorrect pickup details, suspected prohibited goods, or another documented reason accepted by Apna Kaam. Such valid events may be excluded from the threshold after review.
Once accepted, you are obligated to complete the order unless a valid reason (safety, breakdown, emergency) prevents it
Abandoning accepted orders without valid reason is a serious breach of these Terms

4.2 Delivery Standards

Deliver to the correct address as specified. Any address change must be confirmed through the app.
Handle all goods with care. You are liable for damage caused by negligent handling.
Follow all traffic laws and road safety rules. Do not drive under influence of any substance.
Wear a helmet at ALL times when riding a motorcycle – mandatory and non-negotiable

4.3 Cash on Delivery (COD)

Collect COD payments on behalf of Apna Kaam and the Vendor
All COD funds must be remitted accurately and on time per the COD settlement schedule
Misappropriation of COD funds = criminal act: immediate termination, debt recovery, and FIA reporting

4.4 Parcel Acceptance, Inspection & Chain of Custody

For user-to-user courier or goods movement, the Sender must truthfully declare the parcel contents, ownership, pickup and delivery details, and any special handling requirements before the Rider/Driver accepts the job.
Before acceptance, the Rider/Driver must carry out a reasonable visual and external inspection and, where operationally appropriate, verify the declared contents in the Sender's presence before the parcel is sealed. The Sender must cooperate with a lawful and reasonable inspection request.
The Rider/Driver must refuse any parcel that appears illegal, hazardous, prohibited, suspicious, inadequately packed, materially inconsistent with the declared contents, or that the Sender refuses to present for reasonable verification.
A pre-acceptance inspection does not make the Rider/Driver or Apna Kaam the owner, seller, guarantor, or legal certifier of the contents. The Sender remains primarily responsible for concealed, misdeclared, unlawful, dangerous, stolen, counterfeit, or otherwise prohibited contents.
Once a parcel has been accepted and sealed, the Rider/Driver must not open, tamper with, substitute, consume, or remove its contents except where necessary for an emergency, with the Sender's documented consent, or as required by lawful authority.
The Rider/Driver is responsible for reasonable care, safe handling, lawful driving, and maintaining chain of custody after pickup. The Recipient should inspect the external condition of the parcel at handover where practicable and promptly report any visible damage, shortage, or discrepancy through the Platform.

5. EARNINGS, FEES & PAYMENT SETTLEMENT

5.1 Earning Structure

Base Fare per order + Per-Kilometre Charge + Peak Hour Bonus + Tips (100% passed to you) + Incentive Bonuses

5.2 Settlement

Weekly settlement to registered bank account or mobile wallet
Itemised statements available in Rider App at all times
Deductions (platform fee, COD shortfalls, penalties) clearly itemised in each statement
Disputes raised within 14 days of settlement date via riders@apnakaam.pk

5.3 Platform Fee

Platform service fee retained per order. Rate disclosed in Rider App > Earnings > Fee Structure. 30 days' notice for changes.

6. PENALTY SYSTEM

No-Show After Acceptance: significant deduction from settlement + formal warning
Repeated Rejection / Availability Abuse: three verified unjustified rejections, cancellations, or no-responses while marked Available within 30 days, or three consecutive such events, may result in temporary account blocking or suspension review. Repeated conduct after reinstatement may result in permanent termination.
Late Delivery (without valid reason, persistent): warning + escalating review
COD Shortfall: full deduction of shortfall + investigation
Package Damage (negligent handling): partial or full cost deduction per investigation
Verified Delivery/Transport Failure: if a refund, replacement cost, parcel value, delivery-fee refund, or other compensation becomes payable because the Rider/Driver negligently loses, damages, tampers with, misdelivers, unlawfully handles, or fails to deliver an accepted item, the Rider/Driver bears the attributable cost to the extent established by the investigation and permitted by law. Apna Kaam may recover or deduct the amount from settlements, security amounts, or other sums payable to the Rider/Driver.
A Rider/Driver is not responsible for a loss caused by the Sender's hidden defect, prohibited or falsely declared contents, inadequate packaging not reasonably detectable at pickup, or other cause not attributable to the Rider/Driver. Where responsibility is shared, Apna Kaam may allocate the recoverable amount according to the evidence and each participant's established contribution to the loss.
Misconduct (rude, threatening, unprofessional): warning, suspension, or permanent ban by severity
Traffic Violation While on Duty (verified complaint): mandatory safety review, possible suspension

Appeals: Rider App > Earnings > Disputes > Appeal within 15 days. Human review within 5 business days. Penalty on hold during appeal.

7. REAL-TIME LOCATION TRACKING

You consent to GPS tracking while logged in with active status (Available or On Delivery)
Location shared with Customers during active orders only – for live tracking. Stops on delivery confirmation.
GPS spoofing (falsifying location) = immediate termination and investigation
Location tracking disabled when you log out or go offline

8. VEHICLE MAINTENANCE & SAFETY

You are solely responsible for maintaining your vehicle in roadworthy, safe condition
Renew vehicle documents before expiry and update in Rider App within 3 days of renewal
Expired documents not renewed within grace period = account deactivation
You bear all vehicle running costs: fuel, maintenance, repairs, insurance, traffic fines
Apna Kaam is not liable for vehicle damage, breakdowns, or accidents during platform use

9. INSURANCE & LIABILITY

9.1 Your Insurance Obligations

Third Party Liability (TPL) insurance minimum – as required by Motor Vehicles Ordinance 1965
Comprehensive insurance strongly recommended
You are personally liable for accidents, injuries, or property damage caused by your driving

9.2 Platform Liability Limitation

Apna Kaam is a technology platform, not a transport operator under Pakistani law
Not liable for accidents, injuries, traffic violations, or damage during delivery activities
Total aggregate liability capped at earnings paid to you in the 30 days preceding the claim

9.3 Optional Group Protection

Apna Kaam may offer optional group accident protection or health insurance schemes. Details communicated via Rider App and subject to separate terms.

10. RIDER CODE OF CONDUCT

Treat all Customers, Vendors, and Apna Kaam staff with professionalism and respect
Wear Apna Kaam rider identification (jacket/badge) while on duty where issued
Do not request additional payment beyond stated delivery fee
After lawful pre-acceptance inspection and sealing, do not open, tamper with, substitute, consume, or damage any package entrusted to you except in an emergency, with documented Sender consent, or as required by lawful authority.
Do not share Customer address or contact information with any third party
Report any safety concern, suspicious order, or Platform abuse to riders@apnakaam.pk

11. PERFORMANCE TIERS, TERMINATION & DISPUTE RESOLUTION

11.1 Performance

Score based on: acceptance rate, completion rate, customer rating, delivery time accuracy
Higher scores = better order priority, peak hour access, and bonus incentives
Score visible in Rider App > Profile > Performance at all times

11.2 Termination

Voluntary: Rider App > Account > Deactivate or riders@apnakaam.pk. Settlements within 14 days.
By Apna Kaam: for misconduct, GPS spoofing, COD misappropriation, document expiry, criminal conviction, or 3+ severe penalties in 60 days

11.3 Dispute Resolution

Step 1: Rider App > Support > Raise Dispute or riders@apnakaam.pk (48hr acknowledgement, 10 business day resolution)
Step 2: Senior Rider Relations (15 business days) → Step 3: PCDR Mediation → Step 4: Arbitration (Arbitration Act 1940, Faisalabad/Lahore)

12. GOVERNING LAW, AMENDMENTS & CONTACT

Governed by: Contract Act 1872, Motor Vehicles Ordinance 1965, ETO 2002, PECA 2016. Jurisdiction: Faisalabad or Lahore, Punjab, Pakistan. Amendments: 30 days' notice via Rider App.

Rider Support: riders@apnakaam.pk

Safety: safety@apnakaam.pk

Finance: finance@apnakaam.pk

Document ID: APNAKAAM-TC-RIDER-V2.3-2026

SERVICE WORKER TERMS AND CONDITIONS

1. ACCEPTANCE OF TERMS

These Service Worker Terms and Conditions constitute a legally binding contract between you ("Service Worker", "Worker", "you") and Apna Kaam governing your registration, professional profile, booking acceptance, service delivery, and all activities conducted as a Service Worker on the Platform. By completing registration, activating your profile, or accepting your first booking, you agree to be fully bound by these Terms under the Contract Act 1872 and Electronic Transactions Ordinance 2002.

2. WORKER CLASSIFICATION – INDEPENDENT CONTRACTOR

IMPORTANT: You are an independent contractor, not an employee of Apna Kaam. This Agreement does not create employment, partnership, agency, or joint venture between you and Apna Kaam.

You set your own availability schedule, service area, and choose which bookings to accept
You may simultaneously provide services through other platforms or directly to private clients
You are responsible for your own income tax filings, social security (if applicable), and professional certifications
Apna Kaam does not provide employment benefits including health insurance, paid leave, or provident fund under this Agreement
Apna Kaam will comply with any future Pakistani gig economy legislation that grants additional rights to platform workers
You are an independent professional responsible for the quality and safety of the services you provide

3. ELIGIBILITY & REGISTRATION REQUIREMENTS

3.1 Eligibility

Minimum age: 18 years with valid Pakistani CNIC
You must have demonstrable skill, experience, or certification in your stated service category
You must hold any licences, permits, or certifications required by law to provide your services (e.g., OGRA licence for gas fitters, PESCO certification for electricians where required)
You must not have a criminal record involving violence, theft, sexual offences, or fraud – background check required
Previously permanently banned Workers are not eligible to re-register

3.2 Required Registration Information

Full legal name (as on CNIC), CNIC number and verified copy, date of birth, gender
Professional profile photograph (recent, clear, facing forward, professional appearance)
Home address and current residential address | Emergency contact (name, relationship, mobile)
Primary service category and sub-categories with years of experience
Skill certifications and vocational qualifications (NAVTTC, City & Guilds, or equivalent)
Service area – geographic zones where you are willing to accept bookings
Availability schedule – days and hours you are available
Bank account or mobile wallet details for earnings settlement

3.3 Optional But Recommended

Portfolio/work samples (photos of completed work) | Professional references
Additional certifications and awards | Tools and equipment ownership details

4. BACKGROUND VERIFICATION & ONGOING COMPLIANCE

CNIC verification conducted through NADRA-authorised channels before account activation
Criminal background check conducted at registration; you must consent as a condition of registration
Skill certification verification conducted through NAVTTC or relevant issuing body
Background checks may be repeated periodically (at least annually) during your time on the Platform
You must immediately inform Apna Kaam of any change in your criminal status, professional licence validity, or certification status
Providing false information during verification is a criminal offence under PECA 2016 and will result in immediate termination and FIA reporting
If rejected based on background check, you have the right to request the reason and to submit a formal appeal within 15 days

5. PROFESSIONAL PROFILE & LISTING OBLIGATIONS

Your profile must accurately represent your skills, experience, qualifications, service categories, and service area
Profile photographs must be professional, recent, and clearly show your face
Claimed certifications must be genuine. Fraudulent credential claims = immediate permanent ban and legal action.
Keep your availability schedule updated at all times. Setting yourself as 'Available' when unable to accept bookings incurs penalties.
Keep your service area accurate. Accepting bookings outside your stated area and then cancelling = penalty.
Apna Kaam may review, edit, or remove your profile content that violates these Terms, applicable law, or Platform policies

6. BOOKING ACCEPTANCE & SERVICE DELIVERY OBLIGATIONS

6.1 Booking Process

Bookings are offered to you based on your service category, location, availability, and performance score
You may accept or decline an individual booking, but when your profile is marked Available you must keep your schedule, service area, skills, and ability to attend accurate. Repeated unjustified rejection or non-response while marked Available may affect account access in addition to booking priority.
Three verified and unjustified booking rejections, cancellations, or no-responses while marked Available within a rolling 30-day period, or three consecutive such events, may result in a temporary account block, suspension review, reduced visibility, or permanent termination for continued abuse after reinstatement.
A documented illness, emergency, safety concern, incorrect service category, inability to perform the requested work lawfully or safely, materially incorrect Customer details, suspected fraud, or other valid reason accepted by Apna Kaam may be excluded from the threshold after review.
Once you accept a booking, you are contractually obligated to attend on time and complete the service
Abandoning confirmed bookings without valid reason (emergency, illness, safety concern) is a serious breach

6.2 Attendance Standards

Arrive at the Customer's location within the agreed time window or the stated ETA
Notify the Customer and the Platform immediately if you will be late (via Rider App status update and in-app message)
Do not send a substitute or subcontract the booking without prior express Customer consent through the Platform

6.3 Service Quality Standards

Deliver the service to a professional standard appropriate to your trade category
Use appropriate tools, equipment, and materials for the job. Do not use inferior substitutes without Customer consent.
Provide a clear verbal or written summary to the Customer of work completed and any follow-up requirements
Where applicable, ensure your work complies with Pakistani building codes, electrical standards, and safety regulations

6.4 Customer Premises

Treat Customer premises with respect. Remove footwear where appropriate and leave the work area clean.
Do not enter rooms or areas of the Customer's property beyond what is necessary to complete the booked service
Do not bring unauthorised persons to the Customer's premises
Immediately report any pre-existing damage at the Customer's premises through the app before beginning work

7. SAFETY OBLIGATIONS & PROHIBITED CONDUCT

7.1 On-Site Safety

You are responsible for your own health and safety while carrying out services on Customer premises
You must carry and use appropriate personal protective equipment (PPE) for your trade
If you identify a safety hazard that prevents safe service delivery (e.g., exposed wiring, gas leak), you must: stop work, inform the Customer, and report the hazard via the app before leaving
Do not carry out work that you are not qualified, licensed, or equipped to perform safely

7.2 Strictly Prohibited Conduct

Harassment, intimidation, assault, or any threatening behaviour toward a Customer
Any form of theft, fraud, or misappropriation of Customer property
Taking or sharing photographs or videos inside Customer premises without explicit written consent
Providing services under the influence of alcohol, narcotics, or any impairing substance
Soliciting direct (off-Platform) bookings or business relationships with Customers you meet through Apna Kaam
Sharing Customer address, contact information, or home layout with any third party
Requesting payment beyond the agreed booking fee without explicit Customer consent for additional documented work

8. EARNINGS, FEES & PAYMENT SETTLEMENT

8.1 Earning Structure

Service booking fee agreed with Customer at time of booking confirmation
Additional charges for extra work must be agreed with the Customer through the in-app chat before work commences – verbal agreements not enforceable through the Platform
Tips passed 100% to you
Performance-based incentive bonuses for top-rated workers in high-demand categories

8.2 Platform Commission

Apna Kaam retains a commission from each booking fee. Rate disclosed in your Worker Agreement and Worker App > Earnings > Fee Structure.
Commission rates may vary by service category. 30 days' notice for rate revisions.

8.3 Payment Settlement

Net earnings (booking fee minus commission and deductions) settled weekly to registered bank/wallet
Itemised earnings statements available in Worker App at all times
Deductions (penalties, Customer refunds arising from your fault) clearly itemised
Disputes: workers@apnakaam.pk within 14 days of settlement date

8.4 Tax Obligations

You are solely responsible for your income tax filings with FBR as a self-employed professional
Apna Kaam withholds taxes as required by Pakistani tax law and provides withholding certificates

9. PENALTY SYSTEM

Apna Kaam enforces strict accountability to maintain service quality and Customer safety:

No-Show (confirmed booking not attended, not cancelled): significant deduction from settlement + formal warning. Three no-shows in 60 days = account suspension review.
Repeated Booking Rejection / Availability Abuse: three verified unjustified rejections, cancellations, or no-responses while marked Available within 30 days, or three consecutive such events, may result in temporary blocking or suspension review. Continued conduct after reinstatement may result in permanent termination.
Late Arrival (without prior notification, confirmed by Customer): warning + escalating deductions for repeats
Service Quality Failure (confirmed Customer complaint for materially substandard work): Customer refund deducted from your settlement + mandatory remediation review
Verified Service Refunds: if a Customer is entitled to a refund, re-performance, repair cost, or other compensation because of the Service Worker's poor, incomplete, negligent, unsafe, materially substandard, or damaging work, the Service Worker bears the attributable cost. Apna Kaam may facilitate the Customer remedy and deduct or recover the amount from the Worker's current or future earnings or other sums payable.
Property Damage (caused by negligence during service): investigation + partial or full cost recovery from settlement
Safety Violation (carrying out unlicensed work, PPE non-compliance, endangering Customer): suspension pending investigation
Misconduct (harassment, threatening behaviour, theft, fraud, off-Platform solicitation): immediate suspension + possible permanent ban and law enforcement reporting
Fraudulent Credentials (fake certifications or misrepresented experience): immediate permanent ban + FIA reporting

9.2 Appeal Process

Any penalty may be appealed within 15 days via Worker App > Earnings > Disputes > Appeal Penalty. Human review completed within 7 business days. The penalty is placed on hold during the appeal period and will not be deducted until the outcome is determined. Apna Kaam's appeal decision is final within the Platform.

10. RATINGS, REVIEWS & REPUTATION MANAGEMENT

Customers rate you 1–5 stars after each completed booking. Aggregate rating displayed on your public profile.
Workers maintaining below 2.5 rating for 30 consecutive days are subject to performance review and potential temporary suspension pending improvement plan
You may professionally respond to reviews through the Worker App
You may NOT solicit, purchase, coordinate, or incentivise fake reviews. Detected fake reviews result in permanent ban.
If you believe a review is false, malicious, or violates Platform guidelines, report it via workers@apnakaam.pk for investigation
High-rated workers (4.5+) may be featured in 'Top Rated' Smart Match recommendations

11. SMART MATCH & PLATFORM VISIBILITY

Your profile may be featured in Apna Kaam's Smart Match system, automatically surfacing your services to Customers whose requests match your category and service area
Smart Match ranking is determined by: customer rating, response time, acceptance rate, proximity to Customer, and availability
Maintaining good performance metrics is the primary way to improve your Smart Match visibility
Apna Kaam may offer paid promotional placement (Featured Listings) in future, clearly distinguished from organic Smart Match results

12. INTELLECTUAL PROPERTY & CONTENT

You retain ownership of all original content you upload (portfolio photos, profile content)
By uploading, you grant Apna Kaam a worldwide, royalty-free, non-exclusive licence to display, promote, and distribute your content on the Platform and in marketing materials
All uploaded content must be original. You must not use images belonging to others without authorisation.
Apna Kaam's brand, trademarks, logos, and Platform software are exclusively owned by Apna Kaam. Do not use them without prior written consent.

13. INSURANCE & LIABILITY

13.1 Your Liability

You are personally and professionally liable for the quality, safety, and outcome of the services you provide
Any damage to Customer property arising from your negligence is your responsibility
Professional indemnity insurance is strongly recommended for your protection
Third-party liability insurance is recommended where your work poses risk to Customer property or persons

13.2 Apna Kaam's Limitation of Liability

Apna Kaam is a technology platform that connects Customers with independent Service Workers. We are not the service provider.
Not liable for the quality, safety, or outcome of services delivered by Service Workers
Not liable for damage to Customer property, personal injury, or third-party claims arising from service delivery
Total aggregate liability to you capped at earnings paid to you in the 30 days preceding the event giving rise to the claim
Not liable for force majeure events: natural disasters, power failures, civil unrest, or government actions

13.3 Optional Group Protection

Apna Kaam may offer optional group accident protection or professional indemnity schemes for Service Workers. Details communicated via Worker App and subject to separate terms.

14. SUSPENSION & TERMINATION

14.1 Voluntary Exit

You may deactivate your account via Worker App > Account > Deactivate or by emailing workers@apnakaam.pk. All pending bookings must be completed or cancelled. Settlements processed within 14 business days of account closure request.

14.2 Termination by Apna Kaam

Apna Kaam may suspend or permanently terminate your account for:

Material breach of these Terms or the Worker Code of Conduct
Verified misconduct, harassment, assault, or theft involving a Customer
Fraudulent credential claims or identity misrepresentation
Property damage arising from negligence without remediation cooperation
Criminal conviction relevant to your trade or service delivery
Three or more severe penalty events within 60 days
Failure to maintain required professional licences or certifications
Off-Platform solicitation of Customers discovered through Apna Kaam

15. DISPUTE RESOLUTION

15.1 Customer Disputes

Service quality disputes raised by Customers are investigated by Apna Kaam. You will be notified and given opportunity to respond within 48 hours. Investigation completed within 7 business days. Outcomes are final within the Platform subject to your appeal rights.

15.2 Your Disputes with Apna Kaam

Step 1: Worker App > Support > Raise Dispute or workers@apnakaam.pk – acknowledgement within 48 hours, resolution within 10 business days
Step 2: Escalation to Senior Worker Relations team – resolution within 15 business days
Step 3: Mediation through the Pakistan Centre for Dispute Resolution (PCDR)
Step 4: Arbitration under the Arbitration Act 1940 (Pakistan), seat at Faisalabad or Lahore

16. GOVERNING LAW, AMENDMENTS & CONTACT

These Terms are governed by the laws of the Islamic Republic of Pakistan, including the Contract Act 1872, Electronic Transactions Ordinance 2002, Prevention of Electronic Crimes Act 2016, and applicable Labor Laws. Any dispute shall be subject to the exclusive jurisdiction of courts in Faisalabad or Lahore, Punjab, Pakistan.

Amendments: Material changes communicated via Worker App at least 30 days before taking effect. Continued use of the Platform after the effective date constitutes acceptance. Previous versions archived and available on request.

Service Worker Support: workers@apnakaam.pk

Safety & Emergencies: safety@apnakaam.pk

Finance & Settlements: finance@apnakaam.pk

Legal & Compliance: legal@apnakaam.pk

Grievance Officer: grievance@apnakaam.pk

Website: www.apnakaam.pk

Terms URL: www.apnakaam.pk/terms/service-worker

Document ID: APNAKAAM-TC-WORKER-V2.3-2026

PART E - PLATFORM-WIDE RESPONSIBILITY, COURIER, PRODUCT QUALITY & REPUTATION TERMS

Applicable To: All Customers, Vendors, Merchants, Riders, Drivers, Service Workers, Senders, Recipients, visitors, and other persons using or referring to transactions arranged through the Apna Kaam Platform.
This Part E supplements Parts A-D and applies across all Apna Kaam services. If a role-specific term conflicts with this Part E on platform responsibility, courier contents, product or service quality, public statements, indemnity, or law-enforcement cooperation, this Part E will apply to that subject to the maximum extent permitted by applicable law.

1. PLATFORM ROLE & INDEPENDENT TRANSACTIONS

1.1 Technology Intermediary

Apna Kaam provides technology for discovery, matching, ordering, booking, communication, payment facilitation, delivery coordination, transport coordination, ratings, and dispute support. Except where Apna Kaam expressly states that it is itself the seller or direct service provider, the underlying product, food order, professional service, ride, transport, or courier activity is supplied or performed by independent third parties.
The use of Apna Kaam to arrange a transaction does not by itself make Apna Kaam the manufacturer, seller, employer, principal, carrier, owner of goods, professional service provider, or agent of a Customer, Vendor, Rider/Driver, Service Worker, Sender, or Recipient.

1.2 Verification Is Not a Guarantee

Registration, identity checks, document checks, ratings, badges, Smart Match, or other screening are risk-management tools only. They do not constitute a warranty that a participant will always act lawfully, safely, honestly, professionally, or in accordance with the quality expected by another participant.

1.3 Responsibility Follows Conduct

Each participant remains responsible for that participant's own acts, omissions, products, services, driving, statements, parcel contents, legal compliance, taxes, licences, and negligence. Liability is not transferred to Apna Kaam merely because the parties discovered each other, communicated, paid, booked, or arranged delivery through the Platform.
Nothing in these Terms excludes liability that cannot legally be excluded, including liability arising from Apna Kaam's own fraud, wilful misconduct, or other responsibility imposed directly by applicable law.

2. PRODUCT, FOOD & SERVICE QUALITY RESPONSIBILITY

2.1 Vendors & Merchants

The Vendor is the party responsible for the description, authenticity, legality, quality, quantity, freshness, expiry date, storage, hygiene, preparation, packaging, safety, warranty, and fitness of products supplied by that Vendor.
A Vendor that supplies an expired, spoiled, unsafe, counterfeit, materially misdescribed, or otherwise non-compliant product is responsible for the resulting refund, replacement, remediation, regulatory consequence, and third-party claim to the extent permitted by law.

2.2 Service Workers

The Service Worker is responsible for the professional quality, safety, legality, tools, materials, workmanship, property care, and outcome of the service actually performed. A complaint about poor, incomplete, negligent, unsafe, or damaging work is primarily a dispute concerning the responsible Service Worker, subject to Apna Kaam's platform investigation and remedy process.

2.3 Platform Remedies Do Not Transfer Provider Liability

Apna Kaam may facilitate a refund, replacement, re-performance, complaint, suspension, investigation, or account action as a platform remedy. Doing so does not mean that Apna Kaam manufactured the product, performed the service, accepted the provider's legal liability, or guaranteed the independent provider's performance.

2.4 REFUND FUNDING & FINANCIAL RESPONSIBILITY

A refund decision and the question of who financially bears that refund are separate. Apna Kaam may administer the complaint and payment workflow, but where the underlying failure is attributable to an independent participant, that participant bears the economic cost of the approved remedy.
Vendor/Product/Food: if a verified issue arises from expired, spoiled, unsafe, counterfeit, wrong, defective, materially misdescribed, unhygienic, or otherwise non-compliant goods or food, the Vendor is responsible for the approved refund, replacement, or related remediation cost.
Service Worker: if a verified issue arises from poor, incomplete, negligent, unsafe, materially substandard, or damaging services, the Service Worker is responsible for the approved refund, re-performance, repair, or related remediation cost.
Rider/Driver or Delivery Provider: if a verified issue arises from negligent loss, damage, tampering, misdelivery, unlawful handling, or another delivery/transport failure attributable to the Rider/Driver, that Rider/Driver or delivery provider is responsible for the approved delivery-fee refund, parcel-related compensation, or other attributable remedy.
Sender/Customer/Recipient: where the loss or refund arises from false declaration, prohibited contents, inadequate packaging, incorrect instructions, misuse, fraud, refusal to receive without lawful basis, or another act attributable to the Sender, Customer, or Recipient, that person is responsible for the resulting cost to the extent permitted by law.
Apna Kaam may issue the refund operationally from funds it holds for the responsible participant and may withhold, reverse, set off, or deduct the same amount from that participant's settlement, earnings, security amount, or future payments. Such processing is payment facilitation only and is not an admission that Apna Kaam supplied the product, prepared the food, performed the service, carried the parcel, or caused the failure.
If funds held are insufficient, the responsible participant must reimburse the approved amount as directed by Apna Kaam. Except where required by applicable law or where the loss results directly from Apna Kaam's own actionable fault, payment-processing error, or breach, Apna Kaam does not guarantee or finance refunds from its own corporate funds for failures caused by independent participants.
For shared-fault cases, Apna Kaam may allocate responsibility after reviewing available evidence, including order records, photographs, chats, timestamps, GPS data, pickup/delivery confirmations, and statements from the parties. Nothing in this clause removes any non-waivable consumer right or liability imposed directly by applicable law.

3. COURIER, PARCEL & GOODS-MOVEMENT RESPONSIBILITY

3.1 Sender Responsibility

The Sender is primarily responsible for the truthfulness of the declared contents, ownership or lawful possession of the goods, legality of shipment, safe and adequate packaging, correct addresses, required permits or documentation, and compliance with all restrictions applicable to the item being sent.
The Sender must not offer for transport any prohibited, stolen, counterfeit, dangerous, explosive, unlawful, restricted, improperly packaged, or materially misdeclared item.

3.2 Pre-Acceptance Inspection

The Sender must permit a reasonable inspection before the parcel is accepted. Where practicable, the Sender should present the contents before final sealing so the Rider/Driver can compare the visible contents with the declaration. A Rider/Driver may refuse a parcel where the Sender refuses reasonable verification or where the item appears suspicious, prohibited, unsafe, unlawful, or materially inconsistent with its declaration.
An inspection is a reasonable risk-control step only. It does not guarantee that concealed, substituted, mislabelled, chemically unsafe, counterfeit, or otherwise unlawful contents will be detected, and it does not transfer the Sender's responsibility to the Rider/Driver or Apna Kaam.

3.3 Rider/Driver Responsibility After Acceptance

After pickup, the Rider/Driver is responsible for reasonable care, lawful transport, safe handling, route conduct, and maintaining the parcel in substantially the same sealed condition until handover, subject to normal wear and circumstances outside reasonable control.
The Rider/Driver must not open, use, replace, remove, consume, or tamper with parcel contents after acceptance except in an emergency, with documented consent, or where required by lawful authority.

3.4 Recipient Responsibility

The Recipient should verify the parcel's external condition and, where appropriate, the delivery confirmation details at handover. Visible damage, shortage, wrong parcel, or tampering should be reported promptly through the Platform.
After lawful receipt, the Recipient is responsible for the Recipient's own possession, use, onward transfer, or unlawful handling of the goods.

3.5 Chain of Custody & Evidence

Pickup acceptance, Sender declarations, photographs where enabled, timestamps, route records, OTPs, delivery confirmations, chat records, and support records may be retained and used for dispute resolution, safety investigations, fraud prevention, insurance, or lawful requests, subject to the Privacy Policy and applicable law.

4. ILLEGAL ITEMS, INCIDENTS & RESPONSIBILITY OF ACTUAL ACTORS

4.1 Individual Accountability

Where an unlawful, fraudulent, harmful, negligent, or prohibited act is committed by a Customer, Vendor, Sender, Rider/Driver, Service Worker, Recipient, or other third party, that actor remains responsible for the act to the extent determined by applicable law.
The fact that Apna Kaam was used to introduce the parties, arrange the booking, process a payment, display a listing, provide navigation, or record the transaction does not by itself make Apna Kaam the person who committed or authorised the underlying act.

4.2 Platform Action

Apna Kaam may cancel transactions, refuse carriage, suspend or terminate accounts, preserve evidence, reverse or hold settlements where contractually permitted, warn affected users, and report suspected unlawful activity where required or reasonably appropriate.

4.3 Repeated Cancellation, Rejection, No-Show & Availability Abuse

To protect Customers and independent providers from wasted preparation, stock, fuel, travel, time, and operational cost, Apna Kaam may apply reliability controls to all participant types where a pattern of verified and unjustified cancellations, rejections, no-responses, refusals to receive, or no-shows is established.
Customers: three verified unjustified cancellation, refusal-to-receive, or no-show events within a rolling 30-day period may result in a temporary account block, COD restriction, advance-payment requirement, ordering restriction, suspension, or, for repeated abuse after reinstatement, permanent termination.
Vendors, Service Workers, Riders/Drivers, Delivery Drivers and Vehicle Providers: three verified unjustified rejections, cancellations, or no-responses while marked Open/Available within a rolling 30-day period, or three consecutive such events, may result in temporary blocking, reduced visibility/order access, suspension review, corrective requirements, or, for repeated abuse after reinstatement, permanent termination.
The three-event threshold is a Platform enforcement trigger and does not require automatic termination in every case. Apna Kaam may review the surrounding facts, severity, history, evidence, safety concerns, emergencies, technical failures, suspected fraud, stock or vehicle suitability, and other reasonable circumstances before taking action.
Participants may use the applicable support or appeal channel to challenge an enforcement decision. Apna Kaam may restore access where evidence shows that an event was justified, incorrectly recorded, caused by the Platform, or outside the participant's reasonable control.

5. COMPLAINTS, REFUNDS, RATINGS & REVIEWS

5.1 Use the Correct Dispute Channel

Users are encouraged to report a defective product, food-safety issue, delivery problem, poor service, misconduct, or other transaction-specific problem through the relevant order or booking complaint process so the responsible provider can be investigated and an appropriate refund, replacement, re-performance, or account action can be considered.
Nothing in this clause removes any non-waivable consumer, regulatory, or legal right available under applicable law.

5.2 Honest Reviews Are Protected by These Terms

A user may give an honest rating or review based on a genuine experience, including criticism of Apna Kaam's own platform functionality, customer support, payment handling, or dispute process.
When the complaint concerns an independent Vendor, Rider/Driver, Service Worker, Sender, or Recipient, the reviewer must not knowingly or recklessly present that independent person's act as though Apna Kaam manufactured the product, performed the service, drove the vehicle, packed the parcel, or committed the misconduct.

5.3 False or Malicious Content

Fabricated reviews, fake evidence, impersonation, threats, extortion, coordinated false-rating attacks, knowingly false factual allegations, or malicious statements intended to mislead users about who committed an act are prohibited. Apna Kaam may remove or restrict such content, suspend accounts, preserve evidence, seek correction, and pursue lawful remedies where available.

6. PUBLIC STATEMENTS, MEDIA, SOCIAL MEDIA & BRAND PROTECTION

6.1 Accurate Attribution

No person may knowingly use the Apna Kaam name, logo, screenshots, uniforms, rider identification, trademarks, or transaction records in a way that falsely states or materially implies that Apna Kaam manufactured, sold, packed, owned, delivered, or professionally performed an independent third party's product or service when that is not true.

6.2 False or Defamatory Publications

If any person, business, publisher, influencer, media outlet, or other party publishes knowingly false, fabricated, malicious, or materially misleading factual allegations that wrongfully attribute an independent participant's misconduct to Apna Kaam, or otherwise unlawfully harms the Platform's reputation, Apna Kaam reserves all rights to seek a correction, right of reply, preservation or disclosure of evidence through lawful process, takedown where legally available, damages, injunctions, or other remedies permitted by applicable law.

6.3 Lawful Criticism & Journalism

Nothing in these Terms prohibits truthful criticism, genuine customer reviews, good-faith complaints, whistleblowing, reporting to regulators or law enforcement, or lawful journalism. A disagreement with Apna Kaam, a negative opinion, or accurate reporting is not prohibited merely because it may be unfavorable to the Platform.

7. INDEMNITY BY RESPONSIBLE PARTICIPANTS

7.1 Participant Indemnity

To the maximum extent permitted by law, each Customer, Vendor, Merchant, Sender, Rider/Driver, Service Worker, and Recipient agrees to indemnify and hold Apna Kaam and its lawful operators harmless from third-party claims, losses, fines, damages, and reasonable legal costs arising from that participant's unlawful conduct, prohibited or misdeclared goods, defective products, unsafe food, negligent service, driving misconduct, property damage, intellectual-property infringement, fraud, false information, breach of these Terms, or violation of applicable law.
This indemnity does not apply to the extent a claim results from Apna Kaam's own legally established fraud, wilful misconduct, or liability that applicable law does not permit Apna Kaam to exclude.

8. LAW ENFORCEMENT, REGULATORS & LEGAL PROCESS

8.1 Cooperation with Authorities

Apna Kaam may cooperate with police, FIA, courts, regulators, consumer authorities, tax authorities, emergency services, or other competent authorities in response to valid legal process or where disclosure is otherwise required or permitted by applicable law and the Privacy Policy.
Apna Kaam may preserve relevant account, transaction, delivery, location, payment, communication, identity, complaint, and audit records for lawful investigations, disputes, fraud prevention, or safety purposes in accordance with its Privacy Policy and legal retention duties.

8.2 No Contractual Immunity from Public Authorities

These Terms allocate contractual responsibility between Platform participants, but they do not bind or restrict police, courts, regulators, or other public authorities. No provision should be interpreted as preventing a lawful investigation of Apna Kaam or any participant. Whether any person has legal responsibility is determined under applicable law and the facts of the specific incident.

9. GENERAL LEGAL SAFEGUARDS

9.1 Maximum Extent Permitted by Law

Any disclaimer, limitation of liability, indemnity, suspension right, or remedy in these Terms applies only to the maximum extent permitted by applicable law. Mandatory consumer rights and other rights that cannot lawfully be excluded remain unaffected.

9.2 Severability

If any provision of this Part E is held invalid or unenforceable, the remaining provisions continue in effect, and the affected provision will be interpreted or reduced only to the minimum extent necessary to make it lawful and enforceable.

9.3 Evidence & Record Integrity

Digital records generated through the Platform may be relied upon for internal investigations and, where legally admissible, external proceedings. No participant may alter, fabricate, destroy, or manipulate evidence relating to an order, booking, parcel, payment, review, complaint, or incident.

Platform-Wide Legal Contact: legal@apnakaam.pk | Safety: safety@apnakaam.pk | Grievance: grievance@apnakaam.pk

By registering or using any part of the Apna Kaam Platform, you confirm that you have read, understood, and agreed to be legally bound by the applicable Terms and Conditions contained in this document.

Apna Kaam | One Tap, It’s Done | www.apnakaam.pk | legal@apnakaam.pk