Reliability and No-show Policy

Once an NGO has paid, a vendor sets the food aside for it, and other organisations miss out. Once a vendor has been paid for, an NGO sends a driver across Islamabad. Both sides need to be able to count on each other. This policy explains how we measure reliability, what happens when an organisation lets the other side down, and how to appeal. It forms part of our Terms of Service.

The policy applies to vendors and NGOs from launch on 22 March 2027. During the January 2027 pilot, strikes and disputes already work in the same way.

1. Your reliability score

Every organisation has a reliability score from 0 to 100.

• What it is built from: your orders in the last 90 days. Older orders drop out.
• Recent orders count more: an order’s weight halves every 45 days, so last week’s pickup counts for more than one from two months ago.
• A fair start: every score includes 3 imaginary orders with a good outcome, so one bad night cannot sink a new account. New organisations show a “New” label until their fifth order.
• Who sees it: you see your own score. Vendors see a badge for each NGO, and NGOs see a badge for each vendor. Our team sees the full history.

2. How each order counts

Each order gets an outcome score for your side of it.

Your score is the average of these outcome scores, weighted for how recent each order is, together with 3 imaginary orders scored 0.85. In full:

Score = 100 × (the sum of each order’s outcome × its weight, plus 2.55) ÷ (the sum of the weights, plus 3)

For example, an NGO whose 10 orders all came in the last few days, 9 collected on time and 1 no-show, scores about 89: 100 × (9 + 2.55) ÷ (10 + 3).

What does not change anyone’s score

• Releasing food before paying. An NGO can release a claim before it pays with no penalty.
• An unpaid claim that expires. The food goes back on offer. This is not a strike and does not lower your score, though repeated expiries pause claiming (section 6).
• Cancelling a paid order in good time. An NGO that cancels at least 60 minutes before pickup starts gets a full refund, with no strike.
• An order nobody confirms. If neither side confirms anything, the order is marked Completed (unconfirmed) after 48 hours. The vendor is paid, and nobody’s reliability changes.
• An outage. A missed deadline or pickup caused by a payment or network outage brings no strike (section 9).

3. What the score means

At a review, our team looks at your recent orders and decides whether your normal limits can return. NGO trust tiers and claim limits are explained in our Verification Policy.

4. What earns a strike

A strike is a mark against an organisation for letting the other side down. Strikes are given only for these causes:

Who pays for each refund, and how fast it arrives, is set out in our Payments and Refunds policy. Food-safety cases follow our Food Safety Policy.

Every strike comes with a written reason, sent by email, and names the order it relates to.

5. The strike ladder

What happens depends on how many active strikes you have. A strike is active for 60 days after it is given, unless it is removed or forgiven on appeal.

• A freeze stops new claims or new listings only. It does not cancel orders that are already paid.
• A suspension comes with a reason and an end date. A suspended vendor’s listings are hidden and its paid orders are refunded. A suspended NGO’s paid orders can still be collected unless we decide otherwise. A suspended organisation keeps read access to its records.
• The review. During a suspension, our team reviews the account. We then restore it, extend the suspension with a new end date, or remove the organisation permanently, and we tell you which, and why, in writing.

6. Unpaid claims

A claim holds food for an NGO only until the payment deadline: 30 minutes after claiming, or 15 minutes before pickup ends, whichever comes first.

• Releasing a claim before you pay carries no penalty.
• If the deadline passes unpaid, the order becomes Expired unpaid and the food goes back on offer if there is still time.
• If an NGO lets 3 claims expire unpaid within 7 days, claiming is paused for 24 hours, and we email the NGO to say so. This is not a strike and does not lower its score.

7. No-shows, step by step

1. The pickup window. Once you have paid, your collector can collect at any time in the pickup window, using the collector pass. The pass works until 24 hours after the window ends.
2. Running late. We wait 30 minutes after the pickup window ends before asking the vendor anything. If you are running late, call or message the vendor.
3. “Did they collect?” 30 minutes after the window ends, we ask the vendor. If the vendor answers yes, the order is marked Picked up.
4. A no-show. If the vendor answers no, the order becomes a No-show. The NGO gets no refund, the vendor is paid, and the NGO gets a strike. We email the NGO with a link to appeal within 24 hours.
5. No answer from anyone. If neither side confirms anything, the order is marked Completed (unconfirmed) after 48 hours. The vendor is paid, and nobody’s reliability changes.

To avoid a no-show, cancel in good time. If you cancel a paid order at least 60 minutes before pickup starts, you get your money back in full and the food goes back to other organisations.

For vendors

If you can’t hand over food an NGO has paid for, tell the NGO and cancel as early as you can, so it doesn’t make a wasted trip. Cancelling after payment still brings a strike, and the refund’s gateway fee is deducted from your next payout. Hand over the full quantity listed, and if you are short, record the real quantity at handover, so the NGO is refunded for the rest automatically.

8. Permanent removal

Some actions are too serious for the strike ladder. Reselling food claimed through Rizq Rasan, or uploading forged documents, means permanent removal, whatever your score or number of strikes. Our Acceptable Use policy lists the other things you must never do.

9. Outages and events outside your control

Internet shutdowns, power cuts and payment network failures happen. If payments or the network go down, our team can pause every payment countdown and add the lost time back. No strikes are given for a missed deadline or pickup caused by such an outage. If you think a strike was caused by one, appeal it and tell us what happened.

10. Appeals and forgiveness

You can appeal:

• a strike, within 24 hours of being told about it, including a no-show;
• a suspension, within 7 days of being told about it.

To appeal, use the link in the email about the strike or suspension, the Help and disputes screen in your account once accounts open, or write to hello@rizqrasan.pk. Give the order reference, say what happened, and add anything that helps, such as photos, messages or a payment reference.

A member of our team reviews every appeal and sends you the decision and the reason in writing.

• If the strike was wrong, we remove it.
• If the strike was right, we can still forgive one strike per organisation every 90 days, for example for a genuine one-off problem. A forgiven strike stops counting towards the ladder.

If you are not satisfied with the outcome of an appeal, our Complaints and Disputes policy explains how to take it further.

11. How we tell you

We email the organisation’s account, and show it in your account, whenever:

• you get a strike, a freeze or a suspension, always with the reason;
• a no-show is recorded against you, with a link to appeal;
• claiming is paused for 24 hours after 3 unpaid claims;
• your score falls below 75, with tips to improve it;
• an appeal is decided.

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