Community Guidelines · Rizq Rasan

Rizq Rasan works only if a busy bakery counter late at night and a volunteer driver can rely on each other. These guidelines describe how we expect everyone to behave at pickups, in messages and in what they post. They add to our Terms of Service and Acceptable Use Policy. The rules for handling food itself are in our Food Safety Policy.

1. Who these guidelines are for

They apply to vendor owners and counter staff, NGO owners and staff, the people allowed to pay for an NGO, and collectors. Please share them with everyone who acts for your organisation, especially the drivers and volunteers who collect food. Each organisation is responsible for how its people behave.

2. Be on time

A pickup window is a promise. Vendors have the food ready, packed as the listing says, for the whole window. Collectors arrive within it.
Running late? Call or message the vendor as soon as you know. The vendor’s phone number appears on the order once you have paid. Late pickups lower your reliability score.
Can’t make it? Cancel at least 60 minutes before pickup starts. You get a full refund, and the food can go back on offer. Cancelling later than that, or not turning up, counts as a no-show.
Vendor can’t hand over? Cancel on the platform the moment you know. The NGO is refunded in full. A cancellation after payment brings a strike, but it is far better than a wasted journey.

Strikes and scores follow our Reliability and No-show Policy.

3. At the counter

For collectors

Bring the collector pass and the pickup code, and follow the vendor’s pickup instructions, such as which door to use or whom to ask for.
If the listing says the food is loose, bring your own containers.
Check the food’s look, smell and temperature before the code is entered. If it looks unsafe, don’t take it. Tap “Refuse food” on the pass and add a photo. There is no need to argue: our team reviews every refusal.
Once you have the food, take it straight to your kitchen or distribution point and keep chilled food cold on the way.

For vendors and counter staff

Have the food ready before the window starts.
Check the expected collector’s name on the order. If someone else arrives, use the button to call the NGO rather than turning them away or handing over without checking.
Type in the code, confirm the quantity you actually hand over, and tap Confirm. If it is less than listed, enter the real amount. The NGO is refunded for the rest automatically.
Many collectors are volunteers giving up their evening. Serve them promptly and courteously.
Never ask for cash or anything extra. The NGO has already paid.

4. Talk to each other with respect

Be polite in person, on the phone and in messages, whether in English or Urdu.
No shouting, insults or threats, and no remarks about anyone’s religion, sect, ethnicity, language or gender.
Use the names and phone numbers you get through Rizq Rasan only for the order: running late, can’t find the shop, food not ready.
Our team works to the same standard. If you feel we have treated you badly, tell us under our Complaints and Disputes policy.

5. Respect the people who receive the food

The food goes to people in shelters, community kitchens and food banks. They deserve the same privacy and dignity as anyone else.

No photos without consent. Don’t photograph or film the people an NGO feeds unless they have clearly agreed, and for a child, a parent or guardian too.
Never in listings or impact posts. Even with consent, people who receive food never appear in listings, problem reports, or posts about Rizq Rasan or your impact certificate. Show the food and the work, not the people.
No names, no labels. Don’t name the people an NGO serves, or describe them in ways that would embarrass them, in messages, reports or posts.
Keep shelters private. Rizq Rasan never shows an NGO’s address to vendors. Vendors shouldn’t ask collectors where food is going, and nobody should share where a shelter is.

6. Photos and descriptions on listings

Real photos of the actual food

Add 1 to 3 photos of the batch you are listing, as it is now. The first photo is required.
No stock images, menu pictures or photos from an earlier listing. Photos that are too dark, blank or copied from an old listing are held for review.
Show the food and its packaging, not people. Staff or customers may appear only if they have agreed, and the people an NGO feeds never.
Photos are shrunk before upload, which also removes location data.

Honest descriptions

Choose the right category, give the real quantity and a fair estimate of the weight, and don’t make the food sound better than it is.
Tick every allergen it contains, and “may contain” if your kitchen shares equipment.
Say clearly if it contains beef, mutton, chicken or fish. This matters to some shelters.
Halal shows as “vendor-declared” unless you have uploaded a halal certificate. Declare it only if it is true.
Before you publish, tick the two safety boxes only if they are true: the food was never served to customers and is not a plate return, and it has been stored correctly and is safe to eat.

7. When something goes wrong

Stay calm at the counter. Don’t argue it out with staff or collectors. Say what you see, record it on the platform, and let our team decide.
Report it through the platform. Use “Report a problem” on the order within 24 hours of pickup. Say what went wrong, add up to 3 photos of the food, give the quantity you received, and choose what you’d like: a full refund, a partial refund, or just letting us know. Choose “Behaviour” if it is about how someone acted. You get a reference number.
Stick to the facts. Describe what happened and when. Leave out guesses about people’s motives.
If someone may be ill, say so in the report. The form shows an emergency number, and the case goes to the top of our queue.
What happens next. We acknowledge disputes within 4 working hours and decide them within 48 hours, or within 24 hours for food safety. The other side has 24 hours to reply, and both sides see the decision in writing.
Come to us first. Please raise a problem with us before posting about it in public, so we can hear both sides.

8. If these guidelines aren’t followed

Most problems are honest mistakes, and for a first small slip we may simply remind you of these guidelines. Late pickups, no-shows and short handovers affect your reliability score and can bring strikes. Harassment, photos of the people an NGO feeds, dishonest listings or repeated problems are dealt with under our Acceptable Use Policy and can lead to suspension or removal. Every action comes with a written reason, and you can appeal it.

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