Terms and Conditions 

Welcome to the official website of Falak Foods: https://estore.falakrice.com  (the "Platform"). These Terms and Conditions (the "Terms") govern your access to and use of the Platform and the services provided through it by Matco Foods Limited ("Falak", "we", "our", or "us"). By accessing, browsing, registering on, or otherwise using this Platform, you agree that you have read, understood, and agreed to these Terms in full. These Terms also include and incorporate our Privacy Policy, Cookie Policy, Return Policy, and any other terms and conditions referenced herein. If you do not agree with these Terms, you must not use this Platform or any services provided herein.

1. DEFINITIONS

In these Terms and Conditions, unless the context otherwise requires, the following words and expressions shall have the following meanings:

1.1 "Customer", "you", "your" means any individual or business that accesses the Platform and places orders for Goods.

1.2 "Goods" refers to any product available for purchase on the Platform.

1.3 "Order" means an order for Goods placed by a Customer via the Platform.

1.4 "Platform"refers to https://estore.falakrice.com and any subdomains thereof, including the mobile version, through which services are offered.

1.5 "Terms" means these Terms and Conditions of Use, including all related policies and guidelines incorporated by reference.

1.6 "Vendor" or "Supplier" refers to Matco Foods Limited or any authorized third party that supplies goods listed on the Platform.

2. ACCEPTANCE OF TERMS

2.1 By accessing or using the Platform, you agree to be bound by these Terms and acknowledge that they constitute a binding agreement between you and Matco Foods Limited.

2.2 We reserve the right to modify, revise, or update these Terms at any time without prior notice. Any changes will be effective immediately upon posting on the Platform. It is your responsibility to review these Terms periodically for updates.

2.3 Continued use of the Platform following any modifications constitutes acceptance of the revised Terms.

2.4 If you do not agree to these Terms or any part thereof, you must discontinue use of the Platform immediately.

3. ELIGIBILITY AND USER OBLIGATIONS

3.1 The Platform is available only to individuals who are at least 18 years old or the age of majority in their jurisdiction, whichever is older. By using the Platform, you represent and warrant that you meet this age requirement.

3.2 If you are using the Platform on behalf of a corporate entity, you represent that you have the authority to bind that entity to these Terms.

3.3 You agree to use the Platform in accordance with all applicable laws, rules, and regulations.

3.4 You shall not use the Platform for any unlawful purpose or to solicit the performance of any illegal activity.

3.5 You shall provide true, accurate, and complete information when creating an Account, placing an Order, or submitting any other information to us.

4. ACCOUNT REGISTRATION AND SECURITY

4.1 Browsing and accessing the Platform is open to all users and does not require any form of account registration. Customers are not required to create an Account to make a purchase. However, in order to place an Order, you will be required to provide certain personal information at checkout, including but not limited to your full name, email address, mobile number, and delivery address. This information is necessary for order processing, payment, and delivery purposes.

4.2 You are responsible for ensuring that all information provided during the checkout process is accurate, current, and complete. We shall not be held liable for any delays, delivery failures, or losses arising from incorrect or incomplete information provided by you.

4.3 All personal data collected during the order process will be handled in accordance with our Privacy Policy. By placing an Order, you consent to the collection, use, and processing of your personal data for the purposes of fulfilling your Order and communicating with you regarding the same.

4.4 We reserve the right to refuse or cancel any Order if we reasonably suspect fraudulent activity, misuse of the Platform, or violation of these Terms and Conditions.

5. ORDERS AND PAYMENTS

5.1 All orders placed through the Platform are subject to availability and our acceptance. We reserve the right to refuse or cancel any order for any reason, including errors in pricing or product information.

5.2 Prices for all products are listed in Pakistani Rupees (PKR) and are inclusive of applicable taxes unless otherwise stated.

5.3 Payment for orders must be made using one of the payment methods provided on the Platform. We do not store your payment card details; payments are processed securely through third-party payment gateways.

5.4 By placing an order, you confirm that the payment information you provide is accurate and that you are authorized to use the payment method provided.

6. SHIPPING AND DELIVERY

6.1 Shipping is available within the designated service areas listed on our Platform. Orders placed from outside our delivery zones may be rejected or canceled.

6.2 Estimated delivery times are provided for your convenience and are not guaranteed. Delays may occur due to weather, traffic, logistics, or unforeseen circumstances.

6.3 It is your responsibility to ensure the accuracy of the delivery address and contact details provided. We are not responsible for delayed or failed deliveries resulting from incorrect or incomplete information.

6.4 If no one is available to receive the order at the delivery location, the delivery may be rescheduled or canceled, and additional delivery fees may apply.

7. RETURNS AND REFUNDS

7.1 You are entitled to request a return or refund in the event that the product delivered is expired, or different from the one ordered.

7.2 All return or refund requests must be made within 7 days of delivery by contacting our customer support with your order number and a detailed description of the issue.

7.3 We may request photographic evidence or other forms of verification before processing your request.

7.4 Refunds, if approved, will be processed within 7–10 business days through the original payment method or store credit, depending on the situation.

8. INTELLECTUAL PROPERTY

8.1 All content displayed on the Platform, including but not limited to text, images, logos, product names, and design elements, are the property of Matco Foods Limited or its content suppliers and are protected under applicable intellectual property laws.

8.2 You may not reproduce, modify, transmit, distribute, or use any content from the Platform for commercial or public purposes without our prior written consent.

9. PRIVACY AND DATA PROTECTION

9.1 We are committed to protecting your personal data and complying with applicable data protection laws in Pakistan.

9.2 For details about how we collect, use, and store your personal data, please refer to our Privacy Policy available on our Platform.

9.3 By using our Platform, you consent to our data practices and policies as described in our Privacy Policy.

10. LIMITATION OF LIABILITY

10.1 To the fullest extent permitted by law, Matco Foods Limited shall not be liable for any indirect, incidental, special, or consequential damages resulting from your use or inability to use the Platform or the products purchased.

10.2 In any event, our total liability for any claim shall not exceed the total amount paid by you for the order that gave rise to the claim.

11. GOVERNING LAW AND JURISDICTIONAL 

11.1 These Terms shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan.

11.2 Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts located in Karachi, Pakistan.

12. PROHIBITED USES

You may use our Platform only for lawful purposes. You may not use our Platform:

•  In any way that breaches any applicable local, national, or international law or regulation.

• In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.

• For the purpose of harming or attempting to harm minors in any way.

• To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards.

• To transmit, or procure the sending of, any unsolicited or unauthorized advertising or promotional material or any other form of similar solicitation (spam).

• To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs.

13. VOUCHERS, PROMOTIONS AND DISCOUNTS

13.1 Falak Rice may offer promotional codes, vouchers, or discounts (“Promotions”) from time to time. These Promotions are valid only for the specified time and are subject to specific terms.

13.2 Promotions may not be used in conjunction with other offers unless expressly stated.

13.3 Promotions are non-transferable, non-refundable, and cannot be exchanged for cash.

13.4 We reserve the right to withdraw or amend any Promotion at our sole discretion without prior notice.

13.5 Abuse of any Promotion, including creating multiple accounts to redeem additional discounts, may result in the cancellation of orders and termination of your account.

14. THIRD PARTY LINKS

14.1 Our Platform may contain links to third-party websites or services that are not owned or controlled by us.

14.2 We have no control over, and assume no responsibility for, the content, privacy policies, or practices of any third-party websites or services.

14.3 You further acknowledge and agree that we shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of any such content, goods or services available on or through any such websites.

15. TERMINATION

15.1 We may terminate or suspend access to our Platform immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach these Terms.

15.2 Upon termination, your right to use the Platform will immediately cease. If you wish to terminate your account, you may simply discontinue using the Platform or contact us for account deletion.

15.3 All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.

16. COOKIE POLICY

16.1 Our Platform uses cookies to distinguish you from other users. This helps us to provide you with a better experience when you browse our Platform and also allows us to improve our site.

16.2 Cookies are small files of letters and numbers that we store on your browser or the hard drive of your computer if you agree. They contain information that is transferred to your computer’s hard drive.

16.3 You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies), you may not be able to access all or parts of our Platform.

17. CUSTOMER OBLIGATIONS

17.1 You must ensure that all details provided to us are true and accurate at all times and you will update your account information to reflect any changes.

17.2 You agree not to use the Platform in any way that causes, or may cause, damage to the Platform or impairment of the availability or accessibility of the Platform.

17.3 You must not use the Platform in any way which is unlawful, illegal, fraudulent, or harmful, or in connection with any unlawful, illegal, fraudulent, or harmful purpose or activity.

18. PACKAGING AND STORAGE STANDARDS

18.1 All rice and related products are packed in accordance with standard food safety and hygiene requirements.

18.2 Our packaging is designed to ensure safe transit of the products and to maintain freshness upon delivery.

18.3 Upon receipt, customers are advised to store rice in a cool, dry, and clean place to preserve quality.

18.4 We are not responsible for quality deterioration if improper storage occurs after delivery.

19. FORCE MAJEURE

19.1 We shall not be liable for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control (“Force Majeure Event”).

19.2 A Force Majeure Event includes any act, event, non-happening, omission, or accident beyond our reasonable control including strikes, lock-outs, natural disasters, pandemics, failure of public or private telecommunications networks or transportation interruptions.

19.3 Our performance is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period.

20. DISPUTE RESOLUTION

20.1 In the event of any dispute or claim arising out of or in connection with these Terms, you agree to first attempt to resolve the matter amicably by contacting our customer support team.

21. LOYALTY AND REWARDS PROGRAM

21.1 From time to time, we may offer loyalty or rewards programs to our customers. These programs may include discounts, coupons, gift cards, or promotional credits.

21.2 Participation in any loyalty program is voluntary and subject to additional terms and conditions published at the time of the offer.

21.3 Points or rewards earned may have an expiration date and cannot be exchanged for cash.

21.4 We reserve the right to modify, suspend, or terminate any loyalty program at any time without prior notice.

22. PLATFORM AVAILABILITY AND SERVICE SUSPENSION

22.1 While we strive to ensure continuous availability of the Platform, we do not guarantee that access will always be uninterrupted, timely, or error-free.

22.2 We may suspend or withdraw or restrict the availability of all or any part of our Platform for business or operational reasons.

22.3 We will try to give you reasonable notice of any suspension or withdrawal but are not obligated to do so.

22.4 We will not be liable to you if for any reason our Platform is unavailable at any time or for any period.

23. LEGAL DISCLAIMERS AND WARRANTIES

23.1 The Platform and its content are provided “as is” and “as available” without any warranties of any kind.

23.2 We disclaim all warranties, express or implied, including but not limited to merchantability, fitness for a particular purpose, and non-infringement.

23.3 We do not warrant that the Platform will be uninterrupted or error-free, that defects will be corrected, or that it is free of viruses or other harmful components.

23.4 We are not responsible for any content, accuracy, or reliability of third-party information on the Platform.

24. VENDOR AND DELIVERY PARTNER TERMS

24.1 Vendors and delivery partners who wish to engage with Falak Rice must enter into a formal agreement with Matco Foods Limited.

24.2 All vendors are responsible for the quality, safety, and legality of the products they provide.

24.3 Delivery partners are expected to maintain high standards of punctuality, professionalism, and hygiene during service.

24.4 Breach of vendor or delivery obligations may result in penalties, suspension, or permanent termination of partnership.

25. CUSTOMER CONDUCT AND RESPONSIBILITIES

25.1 You agree to use the Platform only for lawful purposes and in a manner that does not infringe the rights or restrict the use of the Platform by any third party.

25.2 You shall not:

• Violate any laws or regulations while using the Platform;

• Use the Platform in a way that causes, or may cause, damage to the Platform or impairment of the availability or accessibility of the Platform;

• Collect or store personal data about other users without their express permission;

• Impersonate any person or entity, or falsely state or otherwise misrepresent your affiliation with a person or entity.

25.3 Any misuse of the Platform may result in termination of your account and/or legal action.

26. COMMUNICATIONS AND NOTIFICATIONS

26.1 By using the Platform, you consent to receiving communications from us electronically, including emails, SMS, and push notifications related to your transactions, promotional offers, account updates, and services.

26.2 You may opt-out of promotional communications at any time by using the unsubscribe link in the email or adjusting your notification settings.

26.3 We are not responsible for any communication failure due to incorrect or outdated contact information provided by you.

26.4 All notices and communications must be sent to us at:

Email: customercare@falakrice.com 

Postal Address: Matco Foods Limited, B-1/A, S.I.T.E Phase 1, Super Highway Industrial Area, Karachi, Pakistan

27. PRODUCT DESCRIPTIONS AND LIABILITY

27.1 We attempt to ensure that the product descriptions, pricing, and availability information on the Platform are accurate. However, we do not warrant that such information is error-free, complete, or current.

27.2 In the event that a product is listed at an incorrect price or with incorrect information, we reserve the right to refuse or cancel any orders placed for such products.

27.3 All images used on the Platform are for illustrative purposes only. Actual product packaging and content may vary.

27.4 We shall not be liable for any discrepancy unless it materially affects the nature or quality of the product and the customer has raised a complaint within 48 hours of delivery.

28. FEEDBACK AND USER-GENERATED CONTENT

28.1 You may submit reviews, suggestions, ideas, or other feedback to improve our services. By doing so, you grant us a royalty-free, irrevocable, non-exclusive, worldwide license to use, reproduce, and publish such content.

28.2 You warrant that any content submitted by you:

• Does not violate any third-party intellectual property or privacy rights;

• Is not defamatory, offensive, or unlawful;

• Is your original work or you have permission to use and submit it.

28.3 We reserve the right to remove or edit any content submitted by users that we find in violation of these Terms.

29. ANTI-FRAUD AND ACCOUNT SECURITY

29.1 We monitor Platform activity for fraudulent transactions and suspicious behavior. If your activity is flagged or under investigation, we may:

• Suspend your account temporarily or permanently;

• Cancel orders suspected of fraud;

• Require identity or payment verification before processing orders.

29.2 It is your responsibility to maintain secure login credentials. We are not liable for any unauthorized access resulting from your negligence in protecting your login details.

29.3 If you suspect any unauthorized access or fraud on your account, you must notify us immediately at customercare@falakrice.com . 

30. ENTIRE AGREEMENT AND WAIVER

30.1 These Terms and Conditions, together with our Privacy Policy, Return Policy, and any additional policies referenced herein, constitute the entire agreement between you and Matco Foods Limited regarding the use of the Platform.

30.2 If any provision of these Terms is found to be invalid or unenforceable by a court, the remaining provisions shall remain in full force and effect.

30.3 Our failure to enforce any right or provision under these Terms shall not constitute a waiver of such right or provision.

31. COMPLIANCE WITH LAW

31.1 You agree to comply with all applicable laws, statutes, ordinances, and regulations regarding your use of the Platform and any products purchased through it.

31.2 Any attempt to use the Platform for illegal activities or to defraud will result in immediate termination of your account and may be reported to law enforcement authorities.

31.3 We reserve the right to cooperate fully with regulatory authorities and to disclose any information as required by law.

32. INDEMNITY

32.1 You agree to indemnify, defend, and hold harmless Matco Foods Limited, its affiliates, directors, officers, employees, agents, and contractors from any claims, losses, damages, liabilities, costs, and expenses (including legal fees) arising from or related to:

• Your use of the Platform;

• Your violation of these Terms;

• Any content submitted by you;

• Any infringement of third-party rights arising from your actions.

32.2 This indemnity survives the termination or expiration of your relationship with us.

33. SUBCONTRACTING AND THIRD-PARTY SERVICES

33.1 We may engage third-party service providers or subcontractors to fulfill our obligations or provide features on the Platform, such as logistics, hosting, marketing, or payments.

33.2 While we aim to ensure reliability of such third parties, we are not responsible for any direct or indirect issues arising from their performance.

33.3 You agree not to hold us liable for any damages caused by actions or omissions of any third-party partners involved in the transaction or delivery process.

34. MOBILE APPLICATION USE

34.1 These Terms also apply when you access the Platform through a mobile device, app, or web-optimized interface.

34.2 You must ensure that your device meets the necessary requirements to operate the Platform and that your internet connection is secure and stable.

34.3 We are not responsible for any data charges incurred from using the mobile Platform.

34.4 The app may request permissions to access certain device features (e.g. location, camera) for full functionality. Granting such permissions is optional, but may limit certain features if denied.

35. USER ACCOUNT TERMINATION

35.1 We reserve the right to terminate or suspend your user account at any time, with or without notice, if:

You breach these Terms;

• We suspect fraudulent or suspicious activity;

•  Required by law or regulatory order;

• Your conduct is abusive, offensive, or harmful to our operations or reputation.

35.2 You may request voluntary account termination at any time by contacting customercare@falakrice.com. 

36. CUSTOMER SUPPORT AND COMPLAINTS

36.1 For general inquiries, complaints, or support, you may contact us at: Email: customercare@falakrice.com 

36.2 We aim to respond to all queries within 48 hours, but response times may vary based on the nature of the request.

36.3 You agree to communicate with courtesy and in good faith. We reserve the right to cease communication if abuse or threats are detected.

37. SECURITY AND CYBER RISK

37.1 We take appropriate cybersecurity measures to protect user data, including encryption, secure payment gateways, and server protections.

37.2 However, we cannot guarantee that the Platform will be free from viruses, hacking attempts, or other malicious interference.

37.3 Users must ensure their own devices and internet connections are secure when accessing the Platform.

37.4 Any cyberattack, breach, or unusual account activity must be reported to us immediately.

38. ENVIRONMENTAL AND SOCIAL COMMITMENT

38.1 Matco Foods Limited is committed to sustainable practices, ethical sourcing, and environmentally responsible operations.

38.2 Our packaging is designed to minimize environmental impact where feasible.

38.3 We support fair trade principles and responsible labor practices throughout our supply chain.

38.4 You can learn more about our sustainability efforts on our website under the "Our Values" section.

39. CHANGES TO TERMS

39.1 We may revise these Terms at any time by updating this page. It is your responsibility to review the Terms regularly.

39.2 If you continue to use the Platform after any changes are made, you are deemed to have accepted the updated Terms.

39.3 Any material changes to the Terms will be notified to you via email or platform notification.

40. FORCE MAJEURE

40.1 We shall not be held liable for any delay or failure to perform any obligation under these Terms if the delay or failure is due to unforeseen events beyond our reasonable control, including but not limited to acts of God, natural disasters, pandemic outbreaks, war, terrorism, riots, labor strikes, government actions, or failures in public utility services.

40.2 During such events, our obligations shall be suspended for the duration of the event. We will make reasonable efforts to resume service as soon as possible.

40.3 If the force majeure event continues for more than sixty (60) days, either party may terminate the affected transaction or service upon written notice.

41. E-COMMERCE REGULATORY COMPLIANCE

41.1 The Falak Rice Platform complies with all applicable laws and regulations under the Pakistan Electronic Transactions Ordinance, 2002, PECA 2016, and Pakistan’s Consumer Protection Laws.

41.2 All digital transactions, consent to terms, and user data collection are handled in accordance with e-commerce best practices and legal requirements.

41.3 Users are entitled to transparency in pricing, product quality, delivery terms, and refund procedures as outlined under applicable consumer rights legislation.

42. ADVERTISING AND ENDORSEMENT DISCLOSURES

42.1 Any sponsored content, affiliate promotion, or brand endorsement on the Platform will be clearly marked as such in accordance with guidelines issued by the Competition Commission of Pakistan (CCP) and international advertising codes.

42.2 Influencers or third parties promoting our brand are required to disclose their partnership transparently using appropriate disclaimers such as #Sponsored or #FalakPartner.

42.3 Any misleading or deceptive advertisement is prohibited and subject to immediate takedown.

43. EXPORT CONTROL AND INTERNATIONAL USE

43.1 Products listed on the Falak Rice Platform are primarily intended for sale within Pakistan. We make no representation that items are appropriate or available for use in other jurisdictions.

43.2 Users who access the Platform from outside Pakistan are responsible for complying with their local laws, import regulations, and customs duties.

43.3 Export of goods to embargoed countries or jurisdictions subject to Pakistani or international trade restrictions is prohibited.

44. INTELLECTUAL PROPERTY DISPUTES

44.1 We respect the intellectual property rights of others and expect our users and vendors to do the same.

44.2 If you believe your intellectual property has been infringed by any content on our Platform, please notify us with proper evidence and identification of the disputed material.

44.3 Upon verification, we reserve the right to remove the content or suspend the vendor or user account responsible for infringement.

44.4 Repeat offenders may be permanently barred from the Platform.

45. DIGITAL ACCESSIBILITY

45.1 We are committed to making the Falak Rice Platform accessible to all users, including those with disabilities.

45.2 We aim to follow recognized standards such as Web Content Accessibility Guidelines (WCAG 2.1) to improve functionality for screen readers, alternative text for images, and intuitive navigation.

45.3 If you encounter any accessibility issue, please contact support so we can promptly address it.

46. CHILDREN'S DATA AND MINOR USERS

46.1 Our Platform is not intended for use by individuals under the age of 18.

46.2 We do not knowingly collect personal data from children. If we become aware that we have collected data from a person under 18, we will take steps to delete such data promptly.

46.3 Parents or guardians who believe that their child has used the Platform in violation of this clause may request account removal or data deletion by contacting our support team.

47. PLATFORM LICENSE AND USE LIMITATIONS

47.1 We grant you a limited, non-exclusive, non-transferable, and revocable license to use the Platform for personal and lawful purposes only.

47.2 You may not:

• Copy, modify, or create derivative works of the Platform;

• Reverse-engineer or attempt to extract source code;

• Use automated systems (e.g., bots, scrapers) without our written consent;

• Interfere with Platform security features or access control systems.

47.3 Any violation of these terms may result in immediate suspension of your account and potential legal action.

48. ETHICAL SOURCING AND SUPPLY CHAIN RESPONSIBILITY

48.1 Matco Foods Limited is committed to sourcing rice and food products from suppliers who uphold ethical labor practices, fair compensation, and environmental sustainability.

48.2 We routinely monitor our suppliers and engage in corrective actions where standards are not met.

48.3 Suppliers found in violation of child labor laws, unsafe working conditions, or exploitative practices will be blacklisted and removed from our vendor ecosystem.

49. NON-WAIVER

49.1 Any failure by us to enforce any part of these Terms shall not constitute a waiver of our rights under that provision or any other provision.

49.2 No waiver shall be effective unless expressly stated in writing and signed by an authorized representative of Matco Foods Limited.

50. GOVERNING LANGUAGE

50.1 These Terms and Conditions are originally written in English. In the event of any conflict between translated versions and the English version, the English version shall prevail.

50.2 Any translated content on the Platform is provided for convenience only and does not constitute a binding interpretation.

51. ASSIGNMENT OF RIGHTS

51.1 You may not assign, transfer, or delegate any rights or obligations under these Terms without our prior written consent.

51.2 We reserve the right to assign our rights and obligations under these Terms to an affiliate, subsidiary, or third party in connection with a merger, acquisition, sale of assets, or by operation of law.

52. AUDIT AND INSPECTION RIGHTS

52.1 We reserve the right to audit the activities of vendors, logistics partners, and high-volume users to ensure compliance with these Terms, especially regarding payments, authenticity of products, and delivery standards.

52.2 Vendors agree to provide all reasonable assistance and access to records in case of such audits.

52.3 Failure to comply with audit requests may lead to account suspension or blacklisting from the Platform.

53. SPECIAL OFFERS AND PRICING DISCLAIMERS

53.1 Promotional pricing, discount codes, and flash sales are valid only for the time explicitly stated. We are not liable for expired offers being honored past their duration.

53.2 Pricing errors due to system glitches or typographical mistakes may be corrected at our discretion even after an order is placed.

53.3 We reserve the right to change the price of products at any time without prior notice.

54. LOGISTICS PARTNER LIABILITY

54.1 Third-party delivery services are contractually obligated to handle Falak Rice products with care and professionalism.

54.2 If delivery delays or damage occur due to the fault of the delivery partner, we will investigate and, where appropriate, issue refunds, credit, or replacements.

54.3 Falak Rice is not liable for losses arising from delivery failures due to:

• Inaccurate customer address;

• Recipient unavailability;

• Force majeure or logistical constraints beyond control.

55. PLATFORM ANALYTICS AND DATA COLLECTION

55.1 We collect anonymized data about user behavior, preferences, and purchases to improve our services.

55.2 Data collected is stored securely and used for business intelligence, product recommendations, and marketing optimization in line with our Privacy Policy.

55.3 You may opt out of non-essential tracking cookies or data collection using our Platform settings or browser tools.

56. THIRD-PARTY APP STORES

56.1 If you access our mobile application through a third-party app store (such as Google Play or Apple App Store), your use may also be governed by their respective terms and policies.

56.2 We are not responsible for compatibility issues, refunds, or payment problems that arise due to third-party app store policies.

56.3 Users agree to comply with all applicable app store terms of service while using the Platform.

57. DISPUTE ESCALATION HIERARCHY

57.1 For any customer dispute or issue, the following resolution steps apply:

Step 1: File a complaint via our online help center or customer support.

Step 2: If unresolved within 7 working days, escalate to our compliance department.

Step 3: If still unresolved, you may initiate mediation or legal action as per Section 20.

57.2 We are committed to resolving issues in a timely, respectful, and fair manner.

58. TERMINATION OF TERMS

58.1 These Terms remain in effect until terminated by either party.

58.2 You may terminate your agreement by discontinuing use of the Platform and closing your account.

58.3 We may terminate your access to the Platform immediately upon:

• Violation of these Terms;

• Abuse of services or staff;

• Regulatory or legal requirements.

58.4 Upon termination, all rights granted to you will cease and you must stop using the Platform.

59. ELECTRONIC CONTRACTING AND SIGNATURES

59.1 By using the Platform, you consent to conduct business electronically and agree that digital contracts, consents, and orders have the same legal effect as handwritten signatures.

59.2 Records of transactions and consents may be stored electronically and shared as evidence if required.

60. SURVIVAL CLAUSE

60.1 All clauses which by their nature should survive termination of the Terms will remain in effect, including but not limited to:

• Indemnity 

• Limitations of Liability

• Dispute Resolution 

• Intellectual Property Rights

• Account and Data Terms
  

61. GOVERNING LAW AND JURISDICTION

61.1 These Terms shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan.

61.2 Any disputes arising from or relating to the Platform, these Terms, or any services or products provided through it shall fall within the exclusive jurisdiction of the competent courts at Karachi, Pakistan.

61.3 You waive any objections to venue and jurisdiction that you might otherwise have.

62. PUBLIC HEALTH AND FOOD SAFETY DISCLAIMER

62.1 While Matco Foods Limited ensures high food safety standards, customers are responsible for ensuring that they are not allergic or sensitive to ingredients in any product.

62.2 Product descriptions may include allergens; however, we do not guarantee the absence of cross-contamination during manufacturing or packing.

62.3 If you suffer from chronic illness, dietary restrictions, or specific health conditions, please consult your healthcare provider before using our food products.

63. VENDOR ONBOARDING AND APPROVAL POLICY

63.1 New vendors must complete a formal application, agree to quality standards, and submit valid licenses, registration certificates, and food safety compliance documents.

63.2 All vendors undergo a due diligence and background check process before being listed on the Platform.

63.3 We reserve the right to reject or delist any vendor based on product quality, complaints, repeated violations, or legal issues.

63.4 Vendor status is reviewed annually for performance and compliance verification.

64. BULK PURCHASES AND WHOLESALE TERMS

64.1 Customers interested in bulk or wholesale purchases may request a quotation via our Bulk Orders portal or by contacting orders@falakrice.com 

64.2 Bulk pricing is available based on order volume and delivery location.

64.3 Bulk orders require a 50% advance payment with the remaining balance payable before dispatch unless otherwise agreed in writing.

64.4 Bulk orders are non-returnable except in cases of damaged or incorrect delivery.

65. AFFILIATE AND INFLUENCER PROGRAM

65.1 Individuals and organizations may apply to our Affiliate or Influencer Program to earn commissions by promoting Falak Rice products through approved channels.

65.2 All promotional content must comply with our branding guidelines and contain truthful representations.

65.3 Affiliates must not:

• Use misleading claims;

• Buy fake followers or manipulate metrics;

• Engage in unethical marketing tactics.
  

65.4 Matco Foods reserves the right to terminate any affiliate relationship at its sole discretion.

66. PRODUCT SHELF LIFE AND STORAGE

66.1 All rice and food products listed on the Platform clearly mention the manufacture date, expiry date, and storage instructions as per packaging.

66.2 Customers are advised to store rice in dry, cool, and pest-free environments and consume it before the expiration date.

66.3 Shelf life may vary depending on product type and packaging. Matco Foods is not responsible for product degradation due to improper post-delivery storage.

67. LABELING AND LEGAL COMPLIANCE

67.1 All food products comply with the Pakistan Standards and Quality Control Authority (PSQCA) labeling regulations and any applicable international food labeling standards for export.

67.2 Labels include:

• Net weight

• Ingredients

• Manufacturer info

• Origin

• Batch number

• Nutritional information

• Allergen warnings
  

67.3 Any labeling error or violation may be reported via customercare@falakrice.com  for investigation.

68. COMPLAINT ESCALATION METRICS

68.1 Complaints are classified based on severity and response urgency:

Level 1: Delivery delays or packaging concerns – response within 24 hours

Level 2: Product quality or payment issue – response within 48 hours

Level 3: Legal, safety, or fraud concerns – response within 72 hours and escalation to management

68.2 Customers will be assigned a unique Complaint Tracking ID and notified of the investigation outcome.

68.3 Complaints may be closed if:

• The issue is resolved and confirmed;

• The complainant is unresponsive for 7 days;

• Abuse of complaint mechanism is detected.

69. PLATFORM FEEDBACK AND SURVEYS

69.1 Users may receive periodic invitations to participate in customer satisfaction surveys to improve our services.

69.2 Feedback is optional but greatly appreciated and helps shape future offerings.

69.3 Submitted feedback may be published on the Platform (anonymously) unless users request otherwise.

69.4 We reserve the right to remove spam, abusive, or fraudulent feedback.

70. RESERVED RIGHTS

70.1 Matco Foods Limited reserves the right, without notice, to:

• Modify, suspend, or terminate any feature of the Platform;

• Impose limitations on services;

• Restrict access to certain areas;

• Update policies and pricing;

• Refuse service to any user at its discretion.

70.2 These rights are exercised to protect the integrity, safety, and quality of the Platform and its community.

71. FRAUD PREVENTION AND INVESTIGATION POLICY

71.1 Matco Foods Limited employs automated and manual fraud detection tools to monitor suspicious activity on the Platform.

71.2 Orders flagged for fraud may be temporarily placed on hold for verification. You may be contacted to provide identity, address, or payment method verification.

71.3 If fraud is confirmed, we reserve the right to:

• Cancel the order;

• Suspend or terminate the account;

• Notify relevant authorities.

71.4 False chargebacks, stolen credit card usage, or fake identities will lead to permanent blacklisting.

72. RESPONSIBLE ADVERTISING POLICY

72.1 All advertisements and sponsored content on the Platform adhere to ethical marketing standards as per CCP and PEMRA guidelines.

72.2 We do not allow:

• Misleading health claims;

• Unrealistic comparisons;

• Unsubstantiated product benefits;

• Deceptive visuals or endorsements.

72.3 Any third-party brand advertising through Falak Rice must sign an ad compliance declaration before going live.

73. PAYMENT GATEWAY INTEGRATION AND LIABILITY

73.1 We use third-party secure payment processors such as JazzCash, Easypaisa, Visa, Mastercard, and bank integrations.

73.2 All payment information is encrypted. We do not store card details on our servers.

73.3 In case of payment failure, overcharge, or duplicate billing, please contact Customercare@falakrice.com    with proof of transaction.

73.4 We are not responsible for delays caused by third-party payment failures, downtime, or banking system errors.

74. CONTENT OWNERSHIP AND PLATFORM RIGHTS

74.1 All content on the Platform, including images, text, layout, videos, logos, and graphics, is the intellectual property of Matco Foods Limited or its licensors.

74.2 No content may be copied, reproduced, or distributed without our written consent.

74.3 User-generated content submitted to the Platform (e.g., reviews, suggestions) may be reused by Matco Foods for marketing or analytical purposes, with or without attribution.

75. PRODUCT AVAILABILITY AND STOCK NOTIFICATIONS

75.1 While we strive to keep our inventory updated, some products may be out of stock due to high demand or supply chain delays.

75.2 In case a product is unavailable after your order is placed:

• You will be notified via SMS/email;

• You may choose to wait, replace, or cancel the item;

• Refunds (if applicable) will be processed within 7 working days.

75.3 We reserve the right to limit quantities per customer during peak seasons or promotional periods.

76. RETURNS AND REFUND PROCESS

76.1 Returns are only accepted for:

• Damaged goods;

• Incorrect items;

• Expired or spoiled products.
  

76.2 Customers must notify us within 24 hours of delivery with photographic evidence via email or chat support.

76.3 Once verified, refunds or replacements will be processed within 7 working days.

76.4 Refunds are issued via the original payment method unless otherwise agreed.

76.5 We reserve the right to deny refund claims that:

• Are submitted after the deadline;

• Lack proper documentation;

• Appear fraudulent or abusive.
  

77. BUSINESS-TO-BUSINESS (B2B) SALES POLICY

77.1 Authorized distributors and institutional buyers (e.g., restaurants, caterers, exporters) may register for B2B pricing.

77.2 Minimum order quantities apply, and deliveries may be fulfilled through separate logistics arrangements.

77.3 B2B accounts must comply with licensing, resale, and branding rules specified in the B2B contract.

77.4 B2B clients are not eligible for consumer discounts unless approved in writing.

78. DIGITAL COUPONS AND GIFT CODES

78.1 Digital coupons and promo codes may be issued to users via SMS, email, or app notifications.

78.2 Each coupon is subject to:

• Minimum order value;

• Validity period;

• Usage limit (per user or per transaction);

• Eligible products or categories.
  

78.3 Coupons are non-refundable and cannot be exchanged for cash.

78.4 Misuse or unauthorized sharing of codes may result in deactivation of the coupon and account suspension.

79. USER RATINGS AND REVIEW SYSTEM

79.1 Customers may rate products, vendors, or delivery experiences through the Platform.

79.2 Ratings must be honest, factual, and based on genuine purchase experiences.

79.3 We reserve the right to hide or remove:

• Offensive language;

• Defamatory statements;

• Inaccurate or fraudulent reviews;

• Spam or automated submissions.

79.4 Repeated abuse of the review system may result in suspension of review privileges.

80. PLATFORM MAINTENANCE AND UPDATE POLICY

80.1 Scheduled maintenance may be conducted to improve performance, update features, or address vulnerabilities.

80.2 Users will be informed in advance (via banner or notification) for major downtime, but emergency patches may occur without notice.

80.3 During updates:

• Access to certain features may be temporarily limited;

• Session history may reset;

• Transactions in process will be secured and resumed where possible.

80.4 We are not liable for minor inconveniences resulting from maintenance operations.

81. ACCESS FROM MULTIPLE DEVICES

81.1 Users may access their account from multiple devices; however, suspicious simultaneous logins may trigger account verification protocols.

81.2 Sharing credentials with unauthorized users is strictly prohibited and may result in account suspension.

81.3 You are responsible for logging out after each session, especially on shared or public devices.

82. CUSTOMER ACCOUNT VERIFICATION

82.1 We may require identity verification via SMS code, email confirmation, or official documents in cases of:

• High-value purchases;

• Suspicious activity;

• Refund or claim requests;

• Change in account details.

82.2 Failure to complete verification may result in order cancellation or restricted access.

83. CURRENCY AND TAXES

83.1 All product prices are listed in Pakistani Rupees (PKR) and inclusive of applicable General Sales Tax (GST), unless otherwise stated.

83.2 Users are responsible for any additional charges imposed by their financial institutions, including bank conversion fees.

83.3 For export orders, applicable customs duties or local taxes in the destination country are the buyer's responsibility.

84. DELIVERY TIME ESTIMATES

84.1 Delivery estimates are provided at checkout based on location, order size, and delivery method.

84.2 While we aim to deliver within the indicated time, delays may occur due to weather, traffic, strikes, or system outages.

84.3 Delivery delays do not entitle users to compensation unless covered by a specific guarantee scheme.

85. EMAIL AND SMS COMMUNICATION POLICY

85.1 By registering, you agree to receive transactional emails, SMS, and occasional promotional messages.

85.2 You can opt-out of marketing messages via the unsubscribe link or settings.

85.3 We are not liable for message delivery delays due to network outages or spam filters.

86. LANGUAGE PREFERENCES

86.1 The Platform may offer content in multiple languages including Urdu and English.

86.2 In case of inconsistency between translations, the English version will prevail for legal purposes.

87. SYSTEM OUTAGES AND LIABILITY

87.1 In case of Platform downtime, we aim to restore full functionality as soon as possible.

87.2 We are not liable for order failures or data loss due to technical issues, but we will make reasonable efforts to recover pending transactions.

88. DATA DELETION REQUESTS

88.1 Users may request deletion of their account and associated personal data by writing to Customercare@falakrice.com  . 

88.2 We will confirm and execute data deletion within 15 working days, subject to legal data retention obligations.

89. RETURN OF PACKAGING MATERIALS

89.1 We encourage responsible disposal of packaging materials.

89.2 In select cities, we may offer a packaging return or recycling pickup program managed internally.

90. SUBSCRIPTION SERVICES

90.1 Falak Rice may offer subscription-based delivery services (e.g., weekly or monthly rice packs).

90.2 Subscription plans may be paused, modified, or canceled with prior notice (minimum 3 days).

90.3 Failure to make timely payments may result in suspension of delivery until dues are cleared.

91. PRODUCT BUNDLES AND COMBOS

91.1 Bundle deals are available at promotional pricing for a limited time.

91.2 Items in a bundle cannot be returned or refunded individually unless damaged.

91.3 We reserve the right to alter bundle compositions or prices at any time.

92. VIRTUAL WALLET AND CREDITS

92.1 Falak Rice may offer a virtual wallet feature where users receive refunds or promotional crdits.

92.2 Wallet balance can only be used for future purchases on the Platform and cannot be withdrawn as cash.

92.3 Wallet credits expire after 6 months unless otherwise stated.

93. REFER AND EARN POLICY

93.1 Users may refer friends to earn shopping credits.

93.2 Both referrer and referee must place at least one order for the reward to be activated.

93.3 Abuse of the referral system (fake accounts, self-referrals) will result in credit forfeiture and possible ban.

94. PLATFORM DOWNSCALING OR SHUTDOWN

94.1 In case Matco Foods discontinues the Platform, users will be informed at least 30 days in advance.

94.2 Outstanding wallet balances or credits must be used before the shutdown date.

94.3 Post-shutdown, no transactions, claims, or communications will be processed through the Platform.

95. PLATFORM FEES AND SERVICE CHARGES

95.1 Certain services (e.g., express delivery, gift packaging) may carry additional charges visible at checkout.

95.2 Falak Rice reserves the right to introduce new service fees upon notice.

96. PRODUCT TESTING AND SAMPLE FEEDBACK

96.1 Users may be invited to receive product samples for testing.

96.2 Participants must agree to provide timely and honest feedback.

96.3 All samples remain the property of Matco Foods until used as intended.

97. COLLABORATION AND CO-BRANDING

97.1 All co-branded campaigns with third parties must be governed by a formal agreement with Matco Foods' marketing team.

97.2 Unauthorized use of Falak Rice’s logo or identity for personal promotions is strictly prohibited.

98. WHISTLEBLOWER POLICY

98.1 Users, vendors, or employees may confidentially report fraud, corruption, or misconduct via Customercare@falakrice.com  . 

98.2 Whistleblowers will be protected under Matco’s internal compliance policy and identity will be kept confidential unless legally required.

99. FINAL PROVISION

99.1 These Terms represent the full agreement between the user and Matco Foods Limited.

99.2 All prior agreements, understandings, or representations—whether oral or written—are hereby superseded.

99.3 Use of the Platform constitutes acceptance of all the above Terms.

100. CONTACT INFORMATION

If you have any questions about these Terms, please contact us at:

Matco Foods Limited

B-1/A, S.I.T.E Phase 1, Super Highway Industrial Area, Karachi, Pakistan

Email: Customercare@falakrice.com  

Mobile: 0336-193-2525

0301-825-0969

PTCL: +92 21 36411661-2-3