Terms of Service
These terms govern your use of the RozAana app, website and delivery service. By creating an account or placing an order you agree to them. If you do not agree, please do not use the service.
1. Who can use RozAana
You must be at least 18 years old and able to enter a contract, and you must provide a delivery address inside a serviced area. We currently deliver from our DHA Phase 4 and Cavalry Ground stores in Lahore.
2. Your account
Keep your mobile number, address and sign-in code accurate and private. You are responsible for orders placed from your account. Tell us at once if you believe someone else is using it.
3. Products, prices and availability
Prices are shown in Pakistani Rupees and include applicable taxes unless stated otherwise. Rates for fresh and commodity items change daily and the price that applies is the one shown when your order is confirmed. Stock is limited to what the assigned store holds; if an item is unavailable we will offer a substitute or remove it and adjust the total. Photographs are indicative and packaging may differ.
4. Orders
An order is a request to buy. The contract is formed when we confirm the order in the app. We may decline or cancel an order where an item is unavailable, the address falls outside a serviced area, a price is clearly wrong, or we suspect fraud or abuse.
5. Subscriptions
A subscription repeats a chosen list on a daily, alternate-day, weekly or monthly schedule at subscription rates. You can add, remove, skip, pause, reschedule or cancel from the app; changes made before the daily cut-off shown in the app apply to the next delivery, otherwise to the one after it. Subscription rates apply only while the subscription is active. Payment is taken per delivery or on a monthly statement, as selected. Cancelling a subscription does not cancel a delivery already dispatched.
6. Delivery
We deliver within the window shown at checkout, typically within 60 minutes for one-off orders and inside your chosen window for subscriptions. Delivery is free above the threshold shown in the app; below it a delivery fee applies. Someone aged 18 or over must be available to receive the order at the address. Traffic, weather, load-shedding and events beyond our control may delay a delivery; we will tell you as soon as we can.
7. Payment
You can pay by cash on delivery, JazzCash, Easypaisa or card. Card and wallet payments are processed by our payment partners. If a payment fails or is reversed we may pause pending orders and subscriptions until it is settled.
8. Returns and refunds
Check your order on delivery. If an item is missing, damaged, spoiled or not what you ordered, report it within 24 hours of delivery — same day for fresh milk, bread and other perishables — and we will replace it or refund it. Fresh and perishable goods cannot be returned once accepted and taken indoors unless there is a quality fault. Refunds go back to the original payment method within 7 to 10 working days, or to your RozAana credit if you prefer.
9. Acceptable use
Do not misuse the service: no fraudulent orders or payments, no abuse or harassment of riders or staff, no resale of goods bought at subscription rates, no interference with the app or attempts to access it by unauthorised means. We may suspend or close accounts that do.
10. Liability
We provide the service with reasonable care and skill. Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence. Otherwise our liability for any order is limited to the value of that order and any delivery fee paid, and we are not liable for indirect or consequential loss.
11. Changes to these terms
We may update these terms; the effective date above will change and significant updates will be notified in the app. Continuing to use RozAana after an update means you accept it.
12. Governing law
These terms are governed by the laws of the Islamic Republic of Pakistan, and the courts at Lahore have exclusive jurisdiction over any dispute.
13. Contact
RozAana Pvt Ltd, DHA Phase 4, Lahore, Pakistan · help@rozaana.pk · 0304 000 0000