Terms & Conditions

Terms of Conditions

By registering, using, or accessing the Service you agree to these Terms & Conditions (“Terms”). If you do not accept these Terms, do not use the Service.

Key Terms and Definitions

ShopperA Shopper is any user who creates an order on the platform to request the purchase and delivery of a product.TravelerA Traveler is any user who creates a travel itinerary on the platform and is willing to purchase and deliver products for shoppers during their journey.ChecklistA Checklist consists of quality verification points added to an order by the Shopper. It serves as a mutual reference for both the Shopper and Traveler to align on product specifications, requirements, and verification criteria before proceeding with the order.OfferAn Offer is a proposal submitted by a Traveler in response to a Shopper’s order request.RewardA Reward is an additional amount specified by the Shopper during order creation, over and above the product cost. This amount is paid to the Traveler upon successful completion and delivery of the order.Order VerificationWhen a Shopper submits payment, the platform reviews and verifies the order. Verification indicates that the platform has successfully received and recorded the payment associated with the order.The following payment verification statuses may apply:Full Payment VerifiedThe platform has received the complete payment amount specified for the order. Upon successful delivery of the order, the platform guarantees payment of the full verified amount to the Traveler.Partial Payment VerifiedThe platform has received only a portion of the total order amount.For example, if a payment of X amount has been received and verified, the platform guarantees payment of only the verified X amount to the Traveler upon successful delivery.Reward Payment VerifiedThe platform has received and verified only the Reward amount associated with the order.In this case, the platform guarantees payment of the verified Reward amount to the Traveler upon successful order completion and delivery.Travel VerificationTravel verification confirms that the Traveler has submitted the required documentation and that the platform has successfully validated the authenticity of the travel details provided.Travel verification indicates that the travel information is legitimate and not fraudulent. However, verification does not guarantee that the Traveler will accept, purchase, or deliver any specific order.Refund PolicyOnce payment has been received and an order has been verified, the Shopper may request a refund at any time prior to order completion.

Pricing & Order Cost

The total cost of an Order on GrabnGo may consist of the following components:

1. Order Amount

The Order Amount is the price of the requested product or item. It represents the amount required to purchase the requested product from the retailer, seller, or supplier. Order Amounts may vary depending on the product, brand, quantity, seller, country, and market price. Order Amount may range from PKR 1,000 up to PKR 1,000,000 per Order, subject to applicable limits, verification requirements, and Platform policies. The final Order Amount may differ from the estimated amount shown at the time of placing the request if the product price changes before purchase.

2. Traveler Reward

The Traveler Reward is the amount paid to the Traveler for purchasing, carrying, and/or delivering the requested product. The Traveler Reward starts from PKR 1,000 and may increase depending on the nature and requirements of the Order. The applicable Traveler Reward may depend on factors including:

Travel route and destination;
Product size and weight;
Baggage requirements;
Delivery location;
Urgency of the Order;
Quantity and type of products;
Additional handling or delivery requirements; and
The amount mutually agreed between the Shopper and Traveler.

The Traveler Reward will be agreed between the Shopper and Traveler before the Order is confirmed.

3. Platform Fee

The Platform Fee is PKR 1,000 per Order. This fee is charged by GrabnGo for providing access to its marketplace, technology platform, verification services, payment facilitation, customer support, dispute handling, and other Platform services. The Platform Fee is separate from the Order Amount, Traveler Reward, and any Applicable Charges.

4. Applicable Charges

Additional charges may apply depending on the nature of the Order and the services required. These may include, where applicable:

Payment processing charges;
Local delivery or courier charges;
Currency conversion charges;
Customs duties;
Import taxes;
Government fees;
Airline or baggage-related charges; and
Other third-party charges applicable to the specific transaction.

These charges are separate from the GrabnGo Platform Fee unless expressly stated otherwise.

5. Total Order Cost

The estimated total amount payable by the Shopper may be calculated as: Order Amount + Traveler Reward + Platform Fee + Applicable Charges = Total Order Cost For example, if:

Order Amount = PKR 50,000
Traveler Reward = PKR 1,000
Platform Fee = PKR 1,000
Applicable Charges = PKR 500

The estimated Total Order Cost would be: PKR 52,500 The final amount may vary if the product price, currency conversion rate, applicable taxes, delivery charges, baggage c

Refund Conditions

Refund requests will be processed by our support team within 24 hours.
The full verified payment amount will be refunded without any deductions.
Refunds will only be issued to the original payment method or account used to make the payment.
The platform reserves the right to perform verification checks before processing any refund request.

Dispute Resolution

Only verified users are eligible to participate in the dispute resolution process.

Eligibility

Evidence Requirements

Shopper Violations

If a Shopper is found at fault during dispute investigation:• The Reward amount may be forfeited.• Platform warnings may be issued.• Repeated violations may result in negative ratings, account restrictions, or suspension.

Traveler Violations

If a Traveler is found at fault during dispute investigation:• A rating of 1 star may be applied to the Traveler’s profile.• The platform may publish an official review describing the outcome of the dispute.• Repeated violations may result in account restrictions or suspension.

Verification, Proof & Liability

Verification steps are mandatory. Failure to follow verification may forfeit guarantees.
Acceptable proof: time-stamped photos of item and packaging, location check-ins, boarding pass or travel itinerary corroboration, handover photos with recipient, barcode scans. We may specify required verification flows for categories of items.
The Company is not liable for losses, damages, or taxes unless explicitly stated and only to the extent described in these Terms.

Platform Rights

Media Requirements for Order Status Updates

Example

When updating an order status to “Purchased”, the Traveler should upload clear photos or videos showing:• The actual product purchased.• Compliance with all checklist items specified by the Shopper.• Any relevant packaging, labels, or product details.

Important Notice

Media evidence serves as the primary source of verification during dispute investigations. If a user fails to provide required media or submits insufficient, inaccurate, or misleading evidence at any mandatory order stage, the platform may be unable to assist with dispute resolution. Any dispute arising from the absence of required evidence may be resolved against the responsible party. The platform's decision will be based on the available evidence submitted by both parties.

Contact

Email:contact@grabngo.com.pk