Terms & Conditions

1. Acceptance of Terms

By accessing or using the Helpmate website (helpmate.com), mobile application, or any related services (collectively, the "Platform"), you agree to be bound by these Terms & Conditions ("Terms"). If you do not agree, you must not use the Platform.

These Terms constitute a legally binding agreement between you and Helpmate, a business registered and operating from Faisalabad, Punjab, Pakistan.

2. Definitions

• "Customer" — any individual who places an order through the Platform.
• "Vendor" — a registered business or individual selling products through the Platform.
• "Order" — a request to purchase products or services via the Platform.
• "Services" — grocery delivery, product listing, payment processing, and related offerings provided by Helpmate.

3. Account Registration

• You must be at least 18 years old to create an account or place orders.
• You are responsible for maintaining the confidentiality of your account credentials.
• You agree to provide accurate, current, and complete information during registration.
• Helpmate reserves the right to suspend or terminate accounts that violate these Terms or engage in fraudulent activity.

4. Products & Pricing

• All product descriptions, images, and prices are displayed in Pakistani Rupees (PKR).
• Prices are subject to change without prior notice. The price at the time of order confirmation applies.
• We make every effort to ensure product availability, but items may become out of stock after ordering. In such cases, we will notify you and offer alternatives or a refund.
• Product weights and quantities are approximate for fresh produce. Minor variations are normal and not grounds for complaint.

5. Orders & Payment

• Placing an order constitutes an offer to purchase. Helpmate reserves the right to accept or reject any order.
• Payment methods include Cash on Delivery (COD), PayFast (card, bank transfer, mobile wallet), and other licensed payment gateways.
• All online payments are processed securely through licensed third-party payment processors. Helpmate does not store full card details.
• Failed or declined payments will result in order cancellation.
• Minimum order values may apply and will be displayed at checkout.

6. Delivery

Delivery terms, charges, timeframes, and service areas are governed by our Shipping & Service Policy. By placing an order, you agree to those delivery terms.

7. Returns & Refunds

Returns, exchanges, and refunds are handled in accordance with our Return & Refund Policy. Please review that policy before placing an order.

8. Vendor Terms

Vendors registering on the Platform agree to:

• Provide accurate business information and valid documentation for verification.
• List only genuine, legally sourced products with accurate descriptions and pricing.
• Comply with all applicable Pakistani food safety, trade, and tax regulations.
• Fulfil orders within agreed timelines and maintain product quality standards.
• Pay applicable commission fees as outlined in the vendor agreement.

Helpmate reserves the right to approve, reject, suspend, or remove vendors at its sole discretion.

9. Intellectual Property

All content on the Platform — including logos, text, graphics, software, and design — is the property of Helpmate or its licensors and is protected by Pakistani and international copyright laws. You may not reproduce, distribute, or create derivative works without our written consent.

10. Prohibited Conduct

You agree not to:

• Use the Platform for any unlawful purpose or in violation of these Terms.
• Submit false orders, payment information, or identity documents.
• Attempt to gain unauthorised access to our systems or other users' accounts.
• Harass, abuse, or threaten Helpmate staff, delivery riders, or other users.
• Scrape, copy, or commercially exploit Platform content without permission.

11. Limitation of Liability

To the fullest extent permitted by law, Helpmate shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the Platform. Our total liability for any claim shall not exceed the amount you paid for the specific order giving rise to the claim.

Helpmate acts as an intermediary for vendor-fulfilled orders and is not the manufacturer or direct seller of third-party vendor products unless explicitly stated.

12. Privacy

Your use of the Platform is also governed by our Privacy Policy, which describes how we collect and use your personal data.

13. Governing Law & Disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan. Any disputes arising from these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts in Faisalabad, Punjab.

We encourage you to contact us first to resolve any dispute amicably before pursuing legal action.

14. Changes to Terms

Helpmate may revise these Terms at any time. Updated Terms will be posted on this page with a revised date. Your continued use of the Platform after changes are posted constitutes acceptance of the updated Terms.