Payments and Refunds

This policy explains how money will move on Rizq Rasan once the platform opens: how NGOs pay, what we keep, when vendors are paid, and what happens to the money when an order goes wrong. It forms part of our Terms of Service and applies alongside the Vendor Agreement and the NGO Agreement. During the pilot, payments work differently, as section 12 explains.

1. Our role in payments

• We collect for the vendor. Each vendor appoints Rizq Rasan as its limited agent to collect payment from NGOs. When an NGO pays Rizq Rasan for an order, that counts as paying the vendor.
• Payments go through PayFast, a payment gateway licensed by the State Bank of Pakistan. From launch, every payment for an order goes through it.
• Money is kept apart. Payments land in a collections account kept apart from company money until the vendor’s share is paid out.
• No balances or wallets. No vendor or NGO keeps a balance, credit or wallet with us.
• Rupees only. Every price, payment, refund and payout is in Pakistani rupees (PKR), in whole rupees.

2. How NGOs pay

NGOs pay the full listing price when they claim. Nothing is added on top: no booking fee, payment fee or service charge.

• Who can pay. Each NGO can name up to 3 people allowed to pay for it. They don’t need a login. When the NGO claims, each gets a pay link by email and WhatsApp that works until the payment deadline.
• Your details stay with your bank. You pay on PayFast’s own page or in your banking app. Rizq Rasan never receives or stores card, bank or wallet login details.
• The amount is fixed. The price can’t change once you have claimed.

3. The payment deadline

A claim holds the food for your organisation while you pay. It is a reservation, not a sale: the sale between the vendor and the NGO is made only when our payment gateway confirms the payment.

Only a signed confirmation from the gateway, checked again with the gateway, marks an order as paid. Once payment is confirmed, you get the 4-digit pickup code, the vendor’s address and phone number, and a collector pass. How many unpaid claims you can hold at once depends on your trust tier, as our Verification Policy explains.

If a payment method stops working, it can’t be chosen at checkout. If all payments or the mobile network go down, we pause every countdown and add the lost time back. Nobody gets a strike for a deadline missed because of an outage.

4. Receipts and records

• NGOs get a receipt for every payment, always in the organisation’s name, even when someone pays from their own wallet. When a refund is sent, we email the NGO and the payment shows as refunded or partly refunded.
• Vendors get a statement with every payout, listing each order, our commission, any refund costs, any tax withheld, the amount paid and the bank reference.
• Credit notes. Every refund reverses our commission and, where tax was charged on it, we issue a credit note.
• We keep payment records for the life of the account plus 6 years, as our Data Retention policy explains.

5. Our commission and the vendor’s share

• Commission. Rizq Rasan keeps 5% of the listing price, services tax included, rounded down to the whole rupee in the vendor’s favour. It comes out of the vendor’s share. There is no sign-up fee and no monthly charge.
• Vendor’s share. The vendor receives 95% of the listing price, less any tax the law requires us to withhold and the cost of any refund the vendor caused. Each deduction is shown line by line.
• Price limits. Every listing is priced at no less than Rs 1,000 and no more than 50% of the food’s retail value.

The vendor amounts are before any tax withheld. Our commission calculator works out any other price. If we ever change the commission, the change applies only to listings published after it takes effect, and we will email you at least 14 days ahead.

6. Gateway fees

The payment gateway charges a fee on every payment, and the fee depends on the method. Raast costs least, which is why it is the default. On a normal sale, Rizq Rasan pays the fee out of its 5%, so it never comes out of the vendor’s share or adds to the NGO’s price.

When a payment is refunded, the gateway keeps its fee, so whoever caused the refund bears it, as the table in section 9 shows.

7. Payouts to vendors

When an order can be paid out

An order’s money becomes payable when both of these are true:

• the order is Completed, Completed (unconfirmed), or a confirmed No-show; and
• the gateway has settled the money into our collections account, usually 2 to 3 working days after payment.

An order is Completed when the NGO confirms it received everything, or 24 hours after pickup if no problem is reported. If neither side confirms anything, it is Completed (unconfirmed) after 48 hours.

Payout days

• Payouts run every Monday and Thursday, by bank transfer or Raast bulk payment. Our promise is payment within 6 working days of pickup.
• Payouts go only to a bank account in the vendor’s business name.
• One member of our team prepares each payout run and a second approves it, so no one person can move money alone.

Each order’s payout shows as Pending, Eligible, In batch, Paid or On hold.

When a payout is held

• An open dispute. Only the order under dispute waits. Your other orders are paid as normal.
• A changed payout account. If you change your payout bank account, payouts pause for 48 hours and we email the business owner. This protects you from fraud.
• A failed transfer. If your bank rejects or returns a payout, the money stays in the collections account for you. We email the business owner and pay it in a later run once the account details are corrected, after the 48-hour pause for a changed account.

If a vendor caused a refund, the gateway fee and any tax already withheld are deducted from its next payout. If that payout is too small, the rest is deducted from the payouts after it.

8. Tax

• Services tax on our commission is included in the 5%. Every payout comes with a tax invoice for the commission.
• Tax withheld from vendors. If the law requires us, or our payment gateway, to withhold tax from a vendor’s share, we deduct it and show it line by line on the payout statement, as the vendor’s record of it.
• Reporting to FBR. Since 1 July 2025, FBR rules bar online marketplaces from serving sellers without an NTN and require monthly statements on sellers. That is why every vendor needs an NTN. Where these rules apply to us, we report to FBR as they require.
• Still to be confirmed. Whether the 1% e-commerce tax that payment intermediaries withhold, and the monthly statements, apply to surplus food sold to NGOs, and the services tax rate on our commission, will be confirmed by a tax adviser before live payments start, and this section updated.
• Your own tax. Each vendor remains responsible for its own tax on the food it sells.

9. Refunds: every case

• Where refunds go. Refunds are sent back through PayFast to the bank account or wallet that paid, and we email the NGO when a refund is sent. How long the money takes to show depends on the method and the gateway. We will publish PayFast’s confirmed refund times here before live payments start.
• Late payments. If a late payment arrives and the food is still free, the order goes ahead instead.
• Checks on large refunds. A refund above Rs 10,000 needs a second admin’s approval before it is sent.
• Daily checks. Every day we compare our records with the gateway’s report and the bank statement, so any duplicate payment missed automatically is still found and refunded.
• Suspended vendors. If we suspend a vendor, its listings are hidden and its paid orders are refunded in full.

Strikes that come with refunds

A vendor gets a strike for cancelling after payment, being closed or not ready, handing over more than 10% short, or an upheld refusal or food-safety complaint. An NGO gets a strike for a no-show, which includes cancelling a paid order within 60 minutes of pickup. Thirty minutes after the window ends, we ask the vendor whether the NGO collected. If not, the order becomes a No-show and the vendor is paid. Strikes and appeals follow our Reliability and No-show Policy.

10. Payment problems and disputes

• How to report. Use “Report a problem” on the order within 24 hours of pickup, or email hello@rizqrasan.pk.
• Charged but not confirmed. If money left your account but the order doesn’t show as paid, report it with your bank or wallet reference. We check it against the gateway’s records, then either confirm the order or refund you in full.
• How disputes are decided. We acknowledge every dispute within 4 working hours and decide it within 48 hours, or 24 hours for food safety. The other side has 24 hours to reply. The written decision goes to both sides.
• Talk to us first. Please report a payment problem to us before asking your bank or wallet provider to reverse it.

Appeals and general complaints follow our Complaints and Disputes policy.

11. Card payments and chargebacks (Phase 2)

Cards are not accepted at launch. A chargeback is when a cardholder’s bank reverses a card payment, up to 240 days later. When cards are switched on in Phase 2:

• if a chargeback arrives after the vendor has been paid for that order, the amount is recovered from the vendor’s future payouts;
• 5% of each vendor’s card sales is held back for 30 days to cover chargebacks, then paid out in the normal way;
• both are shown line by line on the vendor’s statements.

We will email every vendor at least 14 days before cards are switched on.

12. Direct payment mode during the pilot

The pilot starts in January 2027. Until payments move onto PayFast, NGOs pay vendors directly, Rizq Rasan charges no commission, and Rizq Rasan is not involved in the payment. Pilot partners sign separate pilot terms. In direct payment mode:

1. After a claim, the NGO sees the vendor’s own Raast QR code and account number, with the usual payment deadline.
2. The NGO pays the vendor, taps “I’ve paid” and adds the bank or wallet reference.
3. The vendor taps “Payment received” within 15 minutes, which marks the order as paid and issues the pickup code. If the vendor doesn’t, the food stays held and our team phones both sides.
4. Refunds go straight from the vendor to the NGO. The NGO confirms receipt, and our team checks it.

Pickup codes, strikes and disputes work as normal. Sections 5 to 8 apply once payments move onto PayFast.

13. Changes to this policy

We will email you about any material change at least 14 days before it takes effect, and show the new version number and effective date on this page. If the law or a safety risk requires a change sooner, we will tell you as soon as we can.

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