NGO Agreement

This agreement is between Rizq Rasan (Pvt) Ltd (“Rizq Rasan”, “we”, “us”) and the non-profit organisation that accepts it while joining the platform (“you”, “the NGO”). It adds to our Terms of Service, which also apply to you. If this agreement and the terms disagree on a point, this agreement wins for that point. Words such as “listing”, “claim”, “order”, “payment deadline” and “pickup code” mean the same here as in the terms.

1. Parties and how this agreement is made

• The parties. The agreement is made with your organisation, not with the person who accepts it. Our details are on the Legal Information page.
• Who accepts it. A person aged 18 or over who is allowed to act for your organisation, shown by an authority letter and your list of office bearers, accepts this agreement during onboarding. By accepting, they confirm they have that authority.
• Accepting online. Under the Electronic Transactions Ordinance 2002, accepting online has the same effect as signing on paper. We record the version, language, time and IP address of your acceptance.
• When it starts. This agreement takes effect when we approve your organisation.
• Who you buy from. When you pay for a claim, you buy the food from the vendor. Rizq Rasan is not the seller. We collect the payment as the vendor’s agent, so paying us counts as paying the vendor.
• The pilot. Organisations invited before launch sign separate pilot terms, which apply until this agreement takes effect for them. During the pilot, NGOs pay vendors directly and Rizq Rasan is not involved in the payment.

2. Who can join

You must be a non-profit organisation registered in Pakistan, with a kitchen, shelter or distribution site in Islamabad, and you must keep meeting these conditions for as long as this agreement lasts.

• Registration. Under one of these routes: the ICT Charities Registration, Regulation and Facilitation Act 2021 (preferred for organisations based in Islamabad), the Societies Registration Act 1860, the ICT Trust Act 2020, a not-for-profit company licensed by SECP under Section 42 of the Companies Act 2017, or the Voluntary Social Welfare Agencies Ordinance 1961. International NGOs send their Ministry of Interior registration.
• Documents. Your registration certificate; your constitution, trust deed or memorandum; your list of office bearers and an authority letter naming who signs for you; that person’s CNIC; your NTN, if you have one; an account certificate from your bank in your organisation’s name; and proof of address with a short description of your kitchen or distribution site.
• Screening. We screen your organisation and every signatory against the UN Security Council sanctions list and Pakistan’s proscribed-organisations and Fourth Schedule lists. We cannot accept an organisation or signatory that appears on them.
• Checks. We do a video call or site visit with each of our first 20 partners. We aim to decide on a complete application within 2 working days. If something is missing, only that part needs redoing.
• Cooking and reheating. If you cook or reheat food, you may need your own Islamabad Food Authority licence. We will confirm this with a lawyer before launch.
• Keeping it current. Keep your details, documents, collectors and payers up to date. We re-check every organisation every 12 months and whenever a document expires.

The Verification Policy explains every check.

3. Trust tiers and claim limits

Every organisation starts in Tier C. Your limits rise as you show that you pay and collect reliably.

• Your reliability score runs from 0 to 100 and is built from your orders in the last 90 days. If it falls below 60, you drop to Tier C limits until our team reviews your account.
• Pay-later invoices may be offered to some Tier A organisations in Phase 2. That would need a separate written agreement.

4. How you may use the food

The food you claim is for the people you serve. You promise that:

• you give it to the people you serve free of charge, and never ask them for money or anything else in return for it;
• you never sell, resell, swap or trade the food, in whole or in part, to anyone;
• you never list or advertise the food again, on Rizq Rasan or anywhere else;
• you never use the food in a commercial business, such as a shop, restaurant, catering service or paid canteen;
• you keep a simple distribution log for each order, such as the date, the order, where the food was served or given out, and roughly how many people it fed. The log does not need the names of the people you serve, and we don’t want them.

We may check how food is used, for example by asking to see your log, calling you or visiting your site after telling you. Reselling food claimed through Rizq Rasan means permanent removal, and we may report it where the law requires.

5. Respect for the people you serve

• Dignity first. Treat the people you serve with dignity and respect. Never make receiving food depend on appearing in a photo, a video or any publicity.
• Photos. Photos you add to Rizq Rasan, such as with a problem report, should show the food, not people. Never upload a photo of the face of a person you serve unless they have agreed.
• Your own publicity. You may tell donors about food received through Rizq Rasan, using the figures the platform gives you. Don’t suggest that Rizq Rasan endorses your organisation without our written permission.

Our Community Guidelines cover conduct at pickups and photo rules in more detail.

6. Claiming is a commitment

A vendor sets food aside for you when you claim it, and other organisations lose the chance to get it. So:

• Claim only what you can use. Before you claim, check the quantity, category, allergens, halal status, packaging (bring containers if the food is loose), the distance and the pickup window. Claim only food you can pay for in time, collect within the window and use before its safe-until time.
• One claim, the whole listing. Each listing is sold whole to one organisation. When you claim, you choose which of your collectors will pick it up.
• First come, first served. If two organisations claim at the same moment, the platform gives the food to exactly one.
• The hold. Your claim holds the food only until the payment deadline. It is a reservation, not a sale. The sale is made once your payment is confirmed.
• Changing your mind before paying. You can release a claim before paying, with no penalty. Letting 3 claims expire unpaid within 7 days pauses claiming for 24 hours. This is not a strike.

7. Paying for a claim

• The deadline. You pay the full listing price when you claim, before the payment deadline: 30 minutes after claiming, or 15 minutes before pickup ends, whichever comes first. If less than 10 minutes would be left to pay, the listing cannot be claimed, and checkout can start only with 5 or more minutes left.
• How you pay. Through our payment gateway PayFast, by Raast (the default) or a JazzCash or Easypaisa wallet. Cards may be added in Phase 2. You pay on PayFast’s own page or in your bank’s app, and we never see your bank or wallet login.
• No cash, no side deals. Cash at pickup is never accepted, and you must not pay a vendor in any other way for food claimed through Rizq Rasan.
• Who can pay. You can name up to 3 people allowed to pay for you. When you claim, each gets a pay link by email and WhatsApp that works until the deadline, with no login needed. Receipts are always in your organisation’s name, even when someone pays from their own wallet.
• The price. You pay the listing price with nothing added. It is fixed once you claim.
• Slow confirmations. If your payment is still processing at the deadline, we hold the food for up to 15 more minutes. If it is confirmed after the hold ended, the order is reinstated if the food is still free, or refunded in full automatically if another organisation has it.
• Outages. If payments or the network go down, we can pause every countdown and add the lost time back. A deadline or pickup missed because of an outage does not count against you.

Once your payment is confirmed, you get the 4-digit pickup code, the vendor’s address and phone number, and a collector pass to send to your driver. The Payments and Refunds policy has the full rules.

8. Collectors and the collector pass

• Your collectors. You can name 1 to 5 collectors, such as drivers or volunteers, by name and mobile number. They need no login.
• The collector pass. For each paid order, you send the chosen collector a pass by WhatsApp. It shows the pickup code, the vendor’s address and the pickup time, and lets the collector refuse unsafe food or report a problem. It works until 24 hours after the pickup window ends.
• Keep it to your collector. Send the pass only to the collector who is going. Never post it publicly or share it with anyone else.
• Who comes. The vendor sees the name of the collector you chose. If someone else turns up, the vendor may call you before handing the food over.
• You are responsible for your collectors. What your collectors do at a pickup, and how they handle the food afterwards, is your organisation’s responsibility. Make sure each collector knows this agreement’s rules on inspection, handling and conduct, and remove a collector as soon as they stop collecting for you.

9. Inspection and refusal at pickup

• Check before the code. Your collector checks the food’s look, smell and temperature, the packaging and the quantity before the vendor enters the code.
• Refuse unsafe food. If the food looks unsafe, your collector must not take it. They tap “Refuse food” on the collector pass and add a photo. You are refunded in full straight away, and our team reviews the case. If we uphold the refusal, the vendor gets a strike.
• Refuse honestly. Refuse food only because it seems unsafe or is not what was listed. Refusing safe food to avoid a no-show is a misuse of the platform.
• Less than listed. If the vendor has less food than listed, the vendor enters the real quantity and you are refunded for the missing share automatically.
• Vendor closed or food not ready. If your collector arrives within the window and the vendor is closed or the food is not ready, the collector reports it from the pass. If the vendor does not reply within 2 hours, you are refunded in full.
• Handover. The vendor types your code, confirms the quantity handed over and taps Confirm. From that moment the food is your responsibility.

10. After pickup: handling, transport and time limits

From handover, you are responsible for keeping the food safe until it is eaten. You agree to:

• take the food straight to your kitchen or distribution point;
• keep chilled food at 5°C or below and hot food at 60°C or above on the way, using insulated bags or cool boxes where needed, and clean containers for loose food;
• serve or refrigerate cooked food as soon as it arrives. Time on the road counts towards the food’s time limits, so plan the journey before you claim, and take extra care from May to September;
• never serve food after its safe-until time, or food you think may be unsafe;
• pass the allergen, meat content and halal information on the listing to whoever prepares or serves the food. Halal is the vendor’s declaration unless the listing shows “halal-certified”;
• follow the Islamabad Food Authority’s rules if you cook or reheat the food;
• stop serving food at once if we tell you that food from a batch you collected may be unsafe, and follow our instructions.

The Food Safety Policy and our public food safety rules for NGOs form part of this agreement.

11. Cancellations and no-shows

Once you have paid, the vendor keeps the food for you and turns other organisations away. These rules keep that fair.

• Late arrivals. A collector who arrives within 30 minutes after the window ends is late, not a no-show. Late pickups lower your reliability score.
• How a no-show is recorded. 30 minutes after the pickup window ends, the vendor is asked whether your collector came. If not, the order becomes a No-show. You can appeal within 24 hours, for example if your collector did collect the food.

12. Reporting problems and disputes

• Within 24 hours. Within 24 hours of pickup, confirm that everything arrived or report a problem: food not as described, less than you paid for, spoiled or unsafe food, a vendor who was closed, a payment problem, someone’s behaviour, or anything else. Add details in English or Urdu and up to 3 photos, and say whether you want a full refund, a partial refund, or just to let us know. If you don’t reply, the order is Completed.
• If someone may be ill. Get medical help first. The report form shows an emergency number, and your case goes to the top of our queue.
• How we decide. You get a reference number, and the other side has 24 hours to reply. We acknowledge a dispute within 4 working hours and decide it within 48 hours, or 24 hours for food safety, and send the decision to both sides. An upheld problem leads to a full or partial refund.

General complaints follow our Complaints and Disputes policy: acknowledged within 1 working day and resolved within 5 working days.

13. Strikes, reliability and appeals

You get a strike for a no-show, which includes cancelling a paid order less than 60 minutes before pickup starts.

• Strikes expire after 60 days. Every strike comes with a written reason.
• You can appeal a strike within 24 hours and a suspension within 7 days. A person reviews every appeal, and we can forgive one strike per 90 days on appeal.
• Reselling claimed food, or uploading forged or altered documents, means permanent removal.

The Reliability and No-show Policy explains how the score and strikes work.

14. What each side sees

• What vendors see about you. Your organisation’s name, the collector you chose, and the order details.
• What you see about vendors. Listing details before you claim. After you pay, the vendor’s address and phone number.
• Use it only for the order. Use the vendor’s details only to collect and sort out that order. Don’t use them to arrange deals off the platform, as our Acceptable Use policy explains.
• Your collectors’ details. You confirm that your collectors and payers have agreed to you giving us their names and mobile numbers, so we can send them passes and pay links.

Our Privacy Policy explains how we handle personal data.

15. Term, suspension and termination

• Length. This agreement lasts from your approval until you or we end it.
• By you. You can close your account once you have no open orders.
• By us. We can suspend or remove your organisation if you break this agreement, the terms or the law, put food safety or other people at risk, appear on a sanctions or proscribed list, or no longer meet section 2. We give a written reason, and you can appeal a suspension within 7 days. While suspended, your paid orders can still be collected unless we decide otherwise, and you keep read access to your records.
• What survives. Refunds and money owed, the no-resale promise for food you already collected, limits of liability and record-keeping continue after this agreement ends.

16. Changes and general terms

• Changes. We tell you about material changes by email at least 14 days ahead, and show the new version and effective date here. If the law or a safety risk requires a change sooner, we tell you as soon as we can. If you don’t agree, you can close your account first.
• Liability. The vendor is responsible for the food until handover and you are responsible for it after. Our liability is limited as section 15 of the Terms of Service explains, and section 16 of the terms covers your indemnity, including for the handling, use or resale of food after pickup.
• Transfer. You may not transfer this agreement or your account to anyone else.
• Disputes and law. Disputes with us follow section 19 of the Terms of Service, under Pakistani law and the courts at Islamabad.
• Language and notices. The English text is binding. We send notices to the email address on your account, and you can write to us at hello@rizqrasan.pk.

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