Complaints and Disputes

This policy explains how to complain to Rizq Rasan, how to report a problem with an order, how quickly we respond, how we decide and what you can do if you disagree. It applies to vendors, NGOs and anyone else who deals with us. You can use it today, for example about this website or about how we handled details you sent us through a form.

1. What this policy covers

• Complaints about Rizq Rasan: our service, our team, a verification decision, a payout or refund, how we handled your personal data, or this website.
• Order disputes: a problem between a vendor and an NGO about one order, such as food that was unsafe, not as described or short, or a vendor that was closed.
• Appeals: against a strike, a suspension or a dispute decision.

To report a security flaw, follow our Security and Responsible Disclosure policy instead. If someone may be ill from food, get medical help first, then tell us (section 9).

2. How to complain

Complaining is free. You can reach us:

• By email at hello@rizqrasan.pk, with “Complaint” in the subject line.
• Through our contact page, choosing “Complaint” as the topic.
• In your account, once accounts open. The Help and disputes screen lets you open a ticket or a dispute, add photos, see our replies and appeal a decision.

For a problem with an order, report it from the order itself, or from the collector pass at pickup (section 6). That is the fastest route, because it links your report to the order’s records.

Please tell us:

• your name, your organisation and how to reach you;
• the order or dispute reference, if there is one;
• what happened and when;
• what you would like us to do;
• any photos, messages or documents that help.

You can write in English or Urdu.

3. Our grievance officer

Our grievance officer will be named here before launch. The grievance officer is responsible for how we handle complaints, reviews any complaint you are not satisfied with, and makes sure we meet the times in this policy.

To write to the grievance officer directly, email hello@rizqrasan.pk with “For the grievance officer” in the subject line. Our contact details are also on our Legal Information page.

4. How quickly we respond

In an order dispute, the other side has 24 hours to reply. If an NGO reports that a vendor was closed or the food was not ready, and the vendor does not reply within 2 hours, the NGO is refunded in full.

Working days and working hours follow our office hours: Monday to Saturday, 9 am to 6 pm PKT. We expect most pickups in the evening, so a member of our team is also on call every evening for reports that a vendor was closed and for food-safety cases. We track our reply times against these targets.

5. General complaints

1. We acknowledge it within 1 working day, give you a reference and tell you who is dealing with it.
2. We look into it. We may ask you for more details, or for your permission to share something with another organisation.
3. We reply in writing within 5 working days, saying what we found, what we will do about it, and how to take it further if you are not satisfied.

If a complaint needs longer, for example because we are waiting for a payment gateway or a bank, we tell you why before the 5 working days are up and give you a new date.

6. Order disputes

Raising a dispute

• At pickup, before the code is entered. The collector checks the food first. If it looks unsafe, the collector can tap “Refuse food” on the collector pass and add a photo. The NGO is refunded in full straight away, and the case comes to our team.
• If the vendor is closed or the food is not ready. The collector reports it from the collector pass. The vendor has 2 hours to reply. If it does not, the NGO is refunded in full and the vendor gets a strike.
• After pickup, within 24 hours. The NGO is asked “Did you receive everything?” and can answer Yes, Less than listed or Problem with the food, or report a problem from the order. If the NGO doesn’t reply within 24 hours, the order is Completed.
• A short handover recorded by the vendor. If the vendor enters a smaller quantity at handover, the NGO is refunded for the rest automatically. No dispute is needed.
• A no-show. 30 minutes after the pickup window ends, the vendor is asked “Did they collect?”. If the NGO disagrees with a no-show, it can appeal within 24 hours.
• Payment problems. A duplicate payment, or a payment confirmed after the food went to another organisation, is refunded in full automatically. If it isn’t, report it with the payment reference.

The problem report

A problem report asks:

1. What went wrong: not as described, less than paid for, spoiled or unsafe, vendor closed, collector didn’t come, payment problem, behaviour, or other.
2. The details: what happened in English or Urdu, up to 3 photos, the quantity received and the time.
3. What you would like: a full refund, a partial refund, or just to let us know.

Each report gets a reference, such as DSP-2027-0142.

What happens next

1. We acknowledge the dispute within 4 working hours.
2. We tell the other side and ask for its reply. It has 24 hours to reply, or 2 hours if the report is that the vendor was closed. If it does not reply in time, we decide on the evidence we have.
3. We decide within 48 hours of the report, or within 24 hours for food safety.

While an order is under dispute, the vendor is not paid for that order. The vendor’s other orders are paid as normal. Once we decide, the order ends as Completed or Refunded.

7. Evidence and photos

• Take photos at the time. Clear photos of the food, its packaging, label and quantity carry the most weight. A refusal at pickup must include a photo.
• Photograph food, not people. Never photograph the people you serve. Photos are shrunk before upload, which also removes location data.
• The order’s own records. Rizq Rasan records each step of an order automatically: the claim, the payment confirmed by the gateway, the code entry and the quantity handed over, the collector pass, reports, and every message we sent with its delivery status. We use these records alongside what each side tells us.
• Both sides are heard. We share the substance of a report with the other side so it can reply, and we keep the evidence from both sides in the case file.
• Be honest. A false report, or altered photos, breaks our Acceptable Use policy.

8. How we decide

We decide disputes fairly, on the evidence from both sides, under our published policies. A decision can be:

• no refund, a partial refund or a full refund for the NGO;
• a strike for the side at fault, under our Reliability and No-show Policy, or none;
• in a food-safety case, the steps in section 9.

We send the decision and the reasons to both sides. A refund above Rs 10,000 is approved by a second member of our team before it is sent. Who bears the cost of each refund, and how fast it arrives, is set out in our Payments and Refunds policy. During the January 2027 pilot, refunds go straight from the vendor to the NGO, the NGO confirms it received the money, and our team checks it.

The sale is between the vendor and the NGO. We help settle disputes between them under our policies, but we do not become a party to the sale, and each organisation keeps its legal rights against the other.

9. Food-safety cases

• Health first. If someone may be ill from food, get medical help straight away. The problem report form will show an emergency number to call.
• First in the queue. Food-safety reports go to the top of our queue, and we decide them within 24 hours, even if the vendor’s 24 hours to reply are not yet up.
• We can act before we decide. To keep people safe, we can freeze every live listing from that vendor in the same category, and tell every NGO that collected food from the same batch.
• The authorities. We keep the photos and the timeline, and we cooperate with the Islamabad Food Authority. Vendors must tell us about any food incident, or any action by the Islamabad Food Authority, within 24 hours.
• If the complaint is upheld, the NGO gets a full or partial refund, if it has not had one already, and the vendor gets a strike.
• Later concerns. If you learn of a food-safety problem after the 24-hour window, for example someone falling ill, tell us anyway. We still look into it as a safety matter.

Our Food Safety Policy has the full incident and recall steps.

10. Appeals

• A strike: within 24 hours of being told about it.
• A suspension: within 7 days of being told about it.
• A dispute decision: ask our grievance officer to review it. We treat this as a complaint, so we acknowledge it within 1 working day and aim to resolve it within 5 working days.
• A verification decision: see our Verification Policy.

Appeal through the link in our email, the Help and disputes screen in your account, or by email to hello@rizqrasan.pk. A person reviews every appeal, and we send you the decision and the reason in writing.

11. Escalation and mediation

If you are not satisfied, a complaint or dispute with us moves through these steps:

1. Our team looks into it and replies, or decides the dispute.
2. Our grievance officer reviews how it was handled and the outcome.
3. Mediation. If the matter is still not settled, either side can propose mediation under the Alternative Dispute Resolution Act 2017 before going to court.
4. The courts. Our terms are governed by the laws of Pakistan, and the courts at Islamabad have exclusive jurisdiction.

This dispute wording will be confirmed by a Pakistani lawyer before launch. Our Terms of Service set out the full rules.

12. Outside bodies

Using our process does not take away any right you have under Pakistani law.

• Food safety: the Islamabad Food Authority licenses and inspects food businesses in Islamabad. You can report unsafe food to it directly, and we cooperate with its investigations.
• Consumer complaints: the Islamabad Consumers Protection Act 1995 lets consumers complain to the authority it sets up, a court of sessions. Whether an organisation buying food through Rizq Rasan counts as a “consumer” under that Act is not settled, and will be reviewed by a Pakistani lawyer before launch.
• Personal data: Pakistan does not yet have a data protection law in force, or a regulator for it. Complaints about how we handle your data come to our grievance officer, as our Privacy Policy explains.

13. Fair treatment and records

• No penalty for complaining. We will never treat you less fairly because you complained or reported a problem in good faith.
• Confidentiality. We share what you tell us only with people who need it to deal with your complaint, such as the other side of an order, and as our Privacy Policy explains.
• Respect. Please treat our team as you would want to be treated. Our Community Guidelines apply to everyone.
• Records. We keep a record of every complaint, dispute and appeal, and of what we decided, for as long as our Data Retention policy sets out.

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