Terms of Service
These are the terms for using TownCrave in Dunyapur: customer terms, fees and delivery, refunds, and the terms for sellers, riders and affiliates.
| Policy |
Applies to |
The rule that matters most |
| Terms of Use |
Customers |
Prices are set by the shop; any change needs your approval before it goes ahead |
| Fees, delivery and cash on delivery |
Customers, sellers, riders |
Customers pay items + Rs 50 delivery (TownCrave rider) or Rs 30 (shop's own rider) in cash; TownCrave keeps 3% of the item total and part of the fee |
| Cancellations, refunds and complaints |
Customers, sellers |
Free cancellation until the shop starts preparing; complaints within 72 hours |
| Seller terms |
Shops, restaurants, service providers |
Rs 3,000 one-time joining fee; live only after verification and payment |
| Rider terms |
Delivery riders |
Rs 35 per delivery for TownCrave riders, Rs 15 for a shop's own rider; cash handed in every day; Rs 300 one-time sign-up fee for TownCrave riders |
| Affiliate terms |
Affiliates |
Rs 1,000 per business you bring, paid only after that business pays |
| Discount code terms |
Everyone |
The server decides if a code works; one code per order |
| Prohibited items |
Sellers, customers |
No medicines that need a prescription, tobacco to minors, alcohol, weapons or anything illegal |
1. Terms of Use (customers)
By using TownCrave you agree to these terms. TownCrave connects you with local businesses and delivers your order; the shop is the seller of the food or goods and is responsible for their quality.
- Your account. You must be 18 or over. Use your own mobile number, keep your password private, and tell us if someone else uses your account.
- Prices. Every price is set by the shop, not by TownCrave. The app shows when each price was last updated. If the shop needs to change a price or swap an item after you order, you must approve it first; otherwise you can cancel for free.
- Placing an order sends a request to the shop. It is confirmed only when the shop accepts it. For services (electrician, repairs and so on) the provider's visit fee and any quote need your approval before work starts.
- Verified badges mean TownCrave checked the business's CNIC (and, for the higher badge, visited the shop). They are not a guarantee of quality.
- Your order record in the app is your receipt: date, items, quantities, prices, the shop's name and area, fees and any discount.
- Be fair to shops and riders. Do not place fake orders, refuse orders without reason, abuse staff or riders, or misuse discount codes. Repeated refused cash-on-delivery orders can lead to your account being limited or closed.
- Reviews and complaints must be honest and about your own order.
- Liability. Nothing in these terms removes your rights under the Punjab Consumer Protection Act 2005. Within those rights, TownCrave is responsible for its delivery service and the app; the shop is responsible for what it sells.
- Ending your account. You can delete it at any time. We may suspend accounts that break these terms, and we will tell you why.
- Law. These terms are governed by the laws of Pakistan and the Province of Punjab.
2. Fees, delivery and cash on delivery
Customers pay the item total plus a delivery fee in cash: Rs 50 when a TownCrave rider delivers, Rs 30 when the shop's own rider delivers. TownCrave keeps 3% of the item total and the part of the fee the rider does not keep.
| Example order: items worth Rs 1,000 |
TownCrave rider |
Shop's own rider |
| Customer pays (items + fee) |
Rs 1,050 |
Rs 1,030 |
| Rider gets |
Rs 35 |
Rs 15 |
| Shop receives (items minus 3%) |
Rs 970 |
Rs 970 |
| TownCrave keeps |
Rs 45 |
Rs 45 |
- Delivery and processing fee: Rs 50 with a TownCrave rider, Rs 30 with the shop's own rider, for any delivery inside Dunyapur. Pickup is free. The fee is always shown before you send the order, and TownCrave may change it with notice.
- First delivery free: a customer's first delivery with a TownCrave rider has no delivery fee. TownCrave pays the rider Rs 20 for it; the shop is not charged. One per customer; TownCrave can end this offer at any time, and orders already placed keep it.
- Commission: 3% of the item total the customer actually pays, after any discount the shop gives. It is charged to the shop, not added to the customer's bill. Menu prices are the shop's own prices.
- Payment: cash on delivery only. Customers pay the rider on delivery, or pay the shop directly for pickup orders. TownCrave does not take card or wallet payments for orders.
- Riders never pay the shop from their own money.
- TownCrave rider orders: the rider collects all the cash as TownCrave's agent, keeps Rs 35, and hands the rest in the same day. TownCrave pays the shop its share (items minus 3%) every week with a written statement of every order.
- Shop's own rider orders: the shop's rider collects all the cash and keeps Rs 15 of the fee. The shop keeps the item money and pays TownCrave the 3% commission and the rest of the fee on the same statement.
- Live tracking: once a rider picks up your order, you can see the rider on a map with an estimated arrival time. Tracking ends when the order is delivered.
- Delivery area and time: Dunyapur only. Times shown are estimates; weather, traffic and shop preparation can delay orders.
- If you are not there: the rider waits up to 10 minutes and tries to call you. If you cannot be reached, the order may be returned and future cash-on-delivery orders may be limited.
3. Cancellations, refunds and complaints
You can cancel free until the shop starts preparing, and you can report a problem within 72 hours of delivery; TownCrave replies within 3 days and resolves within 15 days.
| When you cancel |
What happens |
| Before the shop accepts, or after it accepts but before it starts preparing |
Free |
| After the shop has started preparing |
Only with the shop's agreement; you may be asked to pay for the food already made |
| The shop changes a price or item and you don't approve |
Free |
| The shop declines or doesn't reply within 10 minutes |
The request ends; nothing to pay |
Because you pay cash on delivery, most problems are fixed before you pay: check your order when it arrives, and you may refuse items that are wrong, missing or spoiled and pay only for what you accept. If you find a problem after paying:
| Problem |
Fix |
| Wrong, missing or spoiled item |
Replacement or cash refund for that item, paid by the shop |
| Order very late or damaged in delivery |
Refund of the delivery fee, paid by TownCrave |
| Service not done as quoted |
Refund of the visit fee or the unfinished part of the quote, paid by the provider |
Cash refunds are paid by the rider on a later visit, by JazzCash or Easypaisa, or as agreed with you, within 15 days of the decision.
- Open the order and tap Report a problem within 72 hours of delivery (or of the service being completed).
- The shop or provider is asked to respond, and TownCrave reviews both sides.
- TownCrave replies within 3 days and gives a final decision within 15 days.
- If you are not satisfied, you can contact our grievance officer (below). You also keep your right to take the matter to the Consumer Court under the Punjab Consumer Protection Act 2005, which requires a written notice to the seller first, who then has 15 days to respond.
4. Seller terms (shops, restaurants, service providers)
A business goes live only after TownCrave verifies it and the Rs 3,000 one-time joining fee is paid; after that TownCrave charges 3% of each completed order's item total.
- Joining fee: Rs 3,000, one time, paid to TownCrave's official account shown in the app. A TownCrave joining code can lower it. The fee is not refundable once your business is live, except where TownCrave closes your account without cause.
- Commission: 3% of the item total of each completed order (after any discount you choose to give). No commission on orders that are cancelled or declined.
- Delivery: you choose TownCrave riders, your own riders, or pickup only. With your own riders, you add them in the app and you are responsible for them.
- Payouts and statements: for TownCrave-rider orders, TownCrave pays you the item money minus the commission every week. For your own-rider and pickup orders, you pay TownCrave the commission and its share of the delivery fee. Your Money page shows every order. Raise any mismatch within 7 days.
- Verification: each owner completes the ID check on their phone (a photo of their CNIC and a selfie, run by Didit). If the ID check cannot be used, TownCrave checks the CNIC in person. Food businesses must also upload a valid Punjab Food Authority licence and keep it valid. TownCrave may visit your premises for the higher badge. You must tell us if your licence is suspended or expires.
- Your listings: you are responsible for your names, prices, photos (up to 2 per item), descriptions and tags. They must be true, your own or licensed to you, and not misleading. Keep prices up to date.
- Orders: accept or decline each request within 10 minutes. Prepare orders on time, pack food safely and hand them to the rider with the right items. You may not change a price after an order is placed without the customer's approval in the app.
- Food safety and quality: you follow the Punjab Food Authority's rules on hygiene, ingredients and labelling. You are responsible for the quality and safety of what you sell.
- Refunds: you cover refunds for wrong, missing, spoiled or unsafe items, as set out in section 3. TownCrave may deduct an agreed refund from your next payout.
- Discount codes: you choose and pay for your own codes. You must honour every code you publish until it expires or you switch it off.
- Customer data: use customers' names, phone numbers and landmarks only to fulfil that order. Do not save them for marketing or share them.
- Suspension: TownCrave can pause or close a listing for unsafe food, repeated complaints, fake reviews, price cheating or taking orders off the app to avoid commission. We will tell you the reason and give you a chance to respond, except in urgent safety cases.
- Leaving: you can close your business account at any time. Commission already earned and refunds already decided must still be settled.
5. Rider terms
TownCrave riders are paid Rs 35 and a shop's own riders Rs 15 for each completed delivery; TownCrave riders hand in the cash they collect the same day, and share live location only while a delivery is on the way.
- Who can ride: 18 or over, a valid CNIC, a valid driving licence for your motorbike, and the bike's registration papers. TownCrave riders complete the ID check, upload their licence and bike papers, and are approved by TownCrave before their first delivery. A shop's own riders are added and vouched for by the shop.
- Sign-up fee: TownCrave riders pay Rs 300, one time, to TownCrave's official account shown in the rider page, before approval. It is not refundable once you are approved, except where TownCrave closes your account without cause. A shop's own riders do not pay it.
- Your choices: you choose when to go online and which deliveries to take. Your working arrangement is set out in your rider agreement with TownCrave.
- Pay: Rs 35 per completed delivery for TownCrave riders, kept from the fee you collect (Rs 20 for a customer's free first delivery, kept from the cash you collect); Rs 15 for a shop's own rider. TownCrave can change this rate with 7 days' notice in the rider page; the rate shown when you take a delivery is the one you are paid.
- Fuel and phone: you provide your own bike, fuel and phone with mobile data unless TownCrave agrees otherwise in writing.
- Cash handling: collect exactly the amount shown, mark the order delivered, and hand in all cash except your own pay by 11 pm every day. Every hand-in is recorded. Missing cash is deducted from your pay, and repeated shortfalls end your account.
- Live location: while a delivery is on the way, your position is shared with that customer and TownCrave staff about every 10 seconds. Sharing stops when you mark the order delivered. TownCrave does not track you when you are offline or have no delivery on the way.
- Safety and conduct: follow traffic law, wear a helmet, keep food sealed and upright, and be polite. Never ask customers for extra money, open packed food, or use a customer's number or landmark for anything except that delivery.
- Problems: if you cannot reach the customer, wait 10 minutes, call twice, then contact TownCrave before returning the order.
- Ending: you can stop riding at any time after handing in all cash. TownCrave can end your account for unsafe riding, missing cash, fraud or misconduct.
6. Affiliate terms
Affiliates earn Rs 1,000 for each business that signs up with their code, paid only after that business's joining fee is received by TownCrave.
- Joining: 18 or over, a valid CNIC (checked with the ID check in the app) and your payout details: JazzCash, Easypaisa, or a bank account in your own name.
- Earning: Rs 1,000 per business that applies with your code and pays its joining fee. If a joining code reduced the fee below Rs 1,000, you earn the amount the business actually paid.
- When you are paid: after TownCrave marks the fee as received and your ID check has passed, within 14 days, to the payout account you gave.
- Rules: do not make false promises to businesses, do not sign up your own business or fake businesses, and do not collect any money from businesses yourself. The joining fee is paid only to TownCrave's official account.
- Reversal: if a fee is refunded or found to be fraudulent, the commission for it is cancelled or taken back.
- Taxes: you are responsible for any tax on what you earn.
- Ending: either side can end this at any time; commissions already earned are still paid.
7. Discount code terms
A discount works only if TownCrave's server accepts it when you send the order; one code per order, and the shop that made it pays for it.
- Each code shows its conditions: amount or percent off, minimum order, the most it takes off, expiry date, and how many times it can be used.
- Codes made by a shop work only at that shop. Joining codes made by TownCrave work only on the joining fee.
- The discount is worked out again when you send the order. If prices changed or the code ran out, you will be asked to check your basket again.
- A code used on an order that is later cancelled or declined is given back.
- Codes have no cash value and cannot be sold or swapped. TownCrave may cancel codes that are misused.
8. Prohibited items and acceptable use
TownCrave may not be used to sell or deliver anything illegal or unsafe in Pakistan. Not allowed: alcohol, narcotics and controlled substances; medicines that need a prescription; tobacco, vapes and nicotine products to anyone under 18; weapons, ammunition, fireworks and explosives; stolen, counterfeit or smuggled goods; food that is expired, unlabelled where labels are required, or prepared without a valid food licence; live animals, and anything that needs a licence the seller does not hold; adult content, and anything that offends public morality or religious feeling.
Everyone must not use another person's CNIC, phone number or account; post fake reviews, orders or businesses; harass, threaten or abuse customers, sellers, riders or staff; or try to break into, copy or overload the app or website, or misuse other people's data (offences under PECA 2016). TownCrave removes listings and closes accounts that break these rules, and may report serious cases to the authorities.
9. Changes and language
We post new versions in the app and on the website with their date. For important changes (fees, commission, what data we collect) we tell you in the app at least 7 days before they apply. Orders already placed follow the terms in force when they were placed. These terms are written in English; if we publish an Urdu version and the two differ, the English version applies.
Contact and grievance officer
Questions, data requests and complaints go to TownCrave's grievance officer, who replies within 3 working days.
| Business name | To be published |
| Address | To be published |
| Grievance officer | To be published |
| Email | support@towncrave.com |
| WhatsApp / phone | To be published |
| Hours | To be published |
TownCrave, Dunyapur, Punjab, Pakistan.