Rizq Rasan
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Acceptable Use Policy

Version 0.1 (draft) Effective from launch (22 March 2027)

This policy is a draft. It will be reviewed by a Pakistani lawyer before Rizq Rasan launches, and the English text is the binding version.

This policy sets out what nobody may do on Rizq Rasan. It adds detail to section 11 of our Terms of Service, so breaking it is also a breach of the terms. Our Community Guidelines sit alongside it and describe how we expect people to behave at pickups and towards each other.

1. Who this policy covers

This policy applies to every organisation that uses Rizq Rasan and to everyone who acts for it: vendor owners and counter staff, NGO owners, the people allowed to pay for an NGO, and the collectors who carry its collector pass. Each organisation is responsible for what its people do on the platform and at pickups.

Parts of it also apply to this website before launch. Don’t send false details through our forms, send forms automatically, or try to break into or overload the site.

2. Be who you say you are

  • Use only your organisation’s own, genuine documents. Never upload a document that is forged, altered, out of date, or borrowed from another business, organisation or person.
  • Give true details about your organisation, its address, its signatories and, for NGOs, how many people it serves.
  • Don’t pretend to be another organisation, someone who works for one, a collector you are not, or a member of the Rizq Rasan team.
  • Don’t open another account to get around a claim limit, freeze, suspension or removal.
  • Use your own login. Don’t share it, and don’t use anyone else’s.

Using another person’s identity information without permission can also be an offence under section 16 of the Prevention of Electronic Crimes Act 2016. Uploading forged documents leads to permanent removal.

3. Food, money and fees

  • No resale. Food claimed through Rizq Rasan is for the people the NGO feeds. It must never be sold on, swapped or used for any commercial purpose. Reselling claimed food leads to permanent removal.
  • No deals around the platform. Don’t arrange to buy or sell food off the platform with an organisation you met through Rizq Rasan in order to avoid the commission. This doesn’t stop you working with an organisation you already dealt with before you met on Rizq Rasan.
  • No cash at pickup. NGOs pay through the platform when they claim. Vendors and their staff must not ask for cash or any other extra payment at the counter, and NGOs and collectors must not offer it.
  • Honest listings. List only food you own and are allowed to sell. The retail value you enter sets the price cap, so state it truthfully. Never publish a listing for food you don’t have.
  • Honest records. Don’t confirm a handover that didn’t happen, record a no-show for an NGO that came, report a problem that didn’t happen, or ask for a refund you are not owed.
  • Payments. Don’t try to fake a payment, reuse one payment for another order, or interfere with how payments, refunds or payouts are worked out.

4. Pickup codes and collector passes

  • The 4-digit pickup code belongs to one order. An NGO shares it only with its own collector, through the collector pass.
  • Send a collector pass only to a collector your organisation has named, and don’t forward it to anyone else. A pass stops working 24 hours after the pickup window ends.
  • Vendors and their staff enter a code only when the collector is at the counter and the food is being handed over. Never enter a code for food that wasn’t handed over.
  • Don’t guess codes. Five wrong codes within 10 minutes lock code entry for 10 minutes, and repeated guessing is treated as misuse.
  • Never use a code or pass to collect food for anyone other than the NGO that paid for it.

5. Data, scraping and automated access

  • Don’t use bots, scripts, scrapers or other automated tools to read, copy, collect or claim listings, or to fill in forms. Use Rizq Rasan only through the screens we provide.
  • Live listings are shown only to approved organisations. Don’t copy them or post them anywhere else, such as public social media pages or group chats.
  • A vendor’s address and phone number are shown to an NGO only once it has paid. Use them only for that order. Never collect other users’ details to market to them, sell them or pass them on.
  • An NGO’s kitchen or shelter address is never shown to vendors, because some shelters need to stay private. Don’t try to find it out.
  • Don’t try to get around our bot checks, claim limits or payment deadlines.

6. Content you upload

Photos, descriptions, messages, problem reports and documents must not:

  • be unlawful in Pakistan, including under the Prevention of Electronic Crimes Act 2016;
  • be false or misleading;
  • use someone else’s work without permission, such as a photo copied from another business’s website;
  • show people who have not agreed to be photographed, and never the people an NGO feeds, as our Community Guidelines explain;
  • include anyone’s CNIC, bank details or other personal information, unless we asked for it as part of verification;
  • contain viruses or anything else designed to cause harm.

We can remove content that breaks these rules, and we tell you when we do.

7. Treat people with respect

Don’t harass, threaten, insult or abuse anyone: vendor owners and staff, collectors, NGO staff, the people an NGO serves, or our team. This applies everywhere you deal with them because of Rizq Rasan: in messages, on the phone, on WhatsApp and in person at the counter. It includes remarks about someone’s religion, sect, ethnicity, language, gender or disability.

Don’t use a name or number you got through Rizq Rasan to contact someone about anything other than an order.

8. Keep the platform secure

  • Don’t try to get into accounts, data or parts of the platform you are not allowed to see.
  • Don’t try to break, overload or slow down the platform or this website, or get around its timers, payment checks or access rules.
  • If you find a security weakness, don’t use it. Report it under our Security and Responsible Disclosure policy. Good-faith reports made under that policy are welcome.
  • Tell us at once if you think someone else has used your login.

9. Reporting a breach

If someone breaks this policy, tell us. On the platform, use “Report a problem” on the order and choose “Behaviour” or “Other”. You can also email hello@rizqrasan.pk or use our contact page. If anyone is in immediate danger, call the emergency services first.

Order disputes are acknowledged within 4 working hours. Other complaints are acknowledged within 1 working day and resolved within 5 working days, as our Complaints and Disputes policy explains.

10. What we do about it

We look at how serious the breach was, whether it was deliberate and whether it has happened before. We may:

  • remove a listing, photo or other content;
  • give a written warning;
  • pause your organisation’s claiming or listing;
  • suspend the organisation while we look into it, or for a set period;
  • remove the organisation permanently;
  • share information with the authorities where the law requires or allows it, for example in a food incident or a suspected crime.

Uploading forged documents and reselling claimed food always lead to permanent removal. Strikes for no-shows, late cancellations, short handovers and upheld food-safety complaints are handled separately under our Reliability and No-show Policy.

Every action comes with a written reason. A suspended organisation can still see its own records. You can appeal a suspension within 7 days, and a person reviews every appeal.

Questions about this policy? Email hello@rizqrasan.pk or read our Complaints and Disputes policy.