1. About Carroto

Carroto is a food and grocery delivery platform operating in Hyderabad, Pakistan, and any additional areas shown as available within the Platform.

We enable customers to browse participating restaurants, grocery stores, and other merchants (“Vendors”), place orders, and arrange delivery to an eligible address.

Service availability depends on your location, Vendor operating hours, product availability, and delivery capacity.

2. Eligibility

You must be at least 18 years old to create an account and place orders.

If you are under 18, a parent or legal guardian must place orders on your behalf and accept responsibility for those orders.

If you use the Platform on behalf of a business or other organisation, you confirm that you have authority to accept these Terms on its behalf.

3. Your Account

You agree to:

• Provide accurate and current account information.
• Keep your phone number and delivery details up to date.
• Protect your login credentials and verification codes.
• Notify Carroto promptly if you suspect unauthorised account access.
• Use your account only for legitimate purposes.

You must not share verification codes with anyone claiming to represent Carroto unless the code is specifically identified in the Platform as a delivery confirmation code.

You are responsible for activity you authorise through your account. Responsibility for unauthorised transactions will be assessed according to the circumstances and applicable law.

4. Carroto’s Role and Vendor Responsibilities

Carroto facilitates ordering, payment where available, customer support, and delivery arrangements.

Unless an item is expressly identified as sold directly by Carroto, the relevant Vendor supplies and prepares the products ordered.

Vendors are responsible for the accuracy of their product information, preparation, packaging, hygiene, and compliance with applicable product and food safety requirements.

Carroto remains responsible for its own services and obligations under applicable law. Nothing in these Terms removes any responsibility that cannot legally be excluded.

5. Product Information and Availability

Menus, photographs, descriptions, portion sizes, prices, and availability are provided for customers’ reference.

Product photographs are illustrative. Actual appearance, packaging, and presentation may vary.

Vendors may occasionally run out of an item after an order is placed. Where this happens, we may contact you to arrange a suitable substitution, remove the unavailable item, or cancel the affected order.

We will not charge you for a higher-priced substitute without your approval. If you do not approve a substitution, the unavailable item will be removed or refunded as appropriate.

Any material difference, incorrect item, or quality concern may be reported under Section 12.

6. Allergies and Dietary Requirements

If you have a food allergy, intolerance, or other dietary requirement, contact the Vendor through the available support channel before ordering.

Order notes and special instructions do not guarantee an allergen-free product or preparation environment.

If the Vendor cannot confirm that an item meets your requirements, do not order that item.

This section does not limit any applicable food safety obligations or consumer rights.

7. Placing and Accepting Orders

Before submitting an order, check your:

• Selected items and quantities.
• Variations and special instructions.
• Delivery address and map location.
• Contact number.
• Payment method.
• Total amount payable.

An order acknowledgement confirms that your request has been received. Acceptance is confirmed through the order status shown in the Platform.

Orders remain subject to Vendor acceptance, product availability, successful payment where required, and delivery availability.

Special instructions will be accommodated where reasonably possible but are not guaranteed unless confirmed.

8. Prices, Charges, and Payments

The checkout screen will display the applicable item prices, delivery charges, service fees, taxes, and discounts before you confirm your order.

Prices on Carroto may differ from a Vendor’s in-store prices or prices on other platforms.

Prices may change before an order is placed. Once your order is accepted, we will not increase the confirmed total without your agreement.

If a clear pricing or technical error affects your order, we may contact you to confirm the correct amount or cancel the affected order and refund any payment collected.

You may pay using the payment methods displayed at checkout. Cash on delivery is available only where offered.

If a payment appears unsuccessful but your account has been debited, contact support with your order details and transaction reference. Avoid repeating payment until the transaction status has been checked.

9. Customer Cancellations and Order Changes

9.1 Initial Cancellation Window

You may cancel an order within 15 seconds of placing it using the cancellation option in the Platform.

If the option is unavailable because of a technical issue, contact support immediately. Eligibility will be assessed using the order timestamp and processing status.

9.2 Cancellation After the Initial Window

After the initial cancellation window, cancellation is subject to the order’s preparation and delivery status.

If preparation, purchasing, or dispatch has already started, you may be responsible for reasonable costs already incurred, up to the order total, where permitted by law.

Support will explain any applicable deduction and refund before confirming a requested cancellation where reasonably possible.

9.3 Order Changes

Submitted orders cannot normally be edited directly. Contact support promptly if you need a change.

Changes are subject to Vendor approval, availability, and any price adjustment you accept.

10. Cancellations by Carroto or a Vendor

Carroto or a Vendor may cancel an order for reasons including:

• Unavailable products or Vendor closure.
• Inability to deliver to the selected address.
• Significant operational delays.
• Failed or unverified payment.
• Suspected fraud or misuse.
• Threatening, abusive, or unsafe behaviour.
• A technical error affecting the order.

We will communicate the cancellation and the applicable refund outcome.

If a Vendor rejects or cancels an order, or Carroto cannot fulfil it for reasons not caused by you, you will receive a refund of the amount paid for the unfulfilled order, including associated delivery and service charges.

For partially fulfilled orders, refunds will reflect the affected items and any associated charges that should reasonably be refunded.

11. Delivery

11.1 Estimated Delivery Times

Delivery times are estimates and may be affected by preparation time, traffic, weather, demand, security restrictions, or other operational conditions.

We will make reasonable efforts to communicate significant delays. If an order is substantially delayed, contact support to discuss the available resolution.

11.2 Address and Access

You must provide a complete and accurate address, map pin, reachable phone number, and any necessary access instructions.

An address change after ordering is subject to approval and may result in additional charges, which will be disclosed before you agree.

11.3 Customer Unavailability

Please remain reachable and available to receive your order.

If the rider reaches the provided delivery location and cannot contact you, reasonable contact attempts will be made using the details you supplied.

If you remain unavailable for 10 minutes after the first attempted contact at the delivery location , the order may be cancelled.

Where delivery fails because you supplied an incorrect address, refused an otherwise correct order, or remained unavailable, a refund may be reduced or unavailable to reflect reasonable preparation and delivery costs already incurred, subject to applicable law.

This provision does not apply where the delivery failure was caused by Carroto, the Vendor, or the rider.

12. Missing, Incorrect, Damaged, or Unsafe Items

Check your order promptly after delivery.

If an item is missing, incorrect, damaged, spoiled, or otherwise unsuitable, contact support as soon as reasonably possible and provide:

• Your order number.
• A description of the issue.
• Photographs of the item and packaging, where available.
• Any relevant payment or delivery details.

Do not consume an item that appears unsafe.

Depending on the circumstances, an appropriate resolution may include replacement, redelivery, a partial refund, or a full refund.

Perishable products cannot normally be returned simply because you change your mind. This does not affect your rights concerning defective, unsafe, incorrect, or misdescribed products.

13. Refund Processing

Approved refunds will normally be returned to the original payment method.

An alternative refund method, including account credit, will be used only with your agreement or where required by the payment provider’s process.

Refund processing times depend on the bank, payment provider, and payment method. Support will provide an estimated timeframe when the refund is approved.

If a refund does not arrive within the stated timeframe, contact support for assistance.

14. Promotions, Coupons, and Discounts

14.1 Offer Conditions

Promotions may be offered to selected customers, accounts, locations, Vendors, or payment methods.

Each offer may have its own validity period, minimum spend, maximum discount, eligible items, and usage limits. These conditions will be displayed with the offer or at checkout.

14.2 Eligibility and Use

Unless stated otherwise:

• Promotions are non-transferable.
• Promotions cannot be exchanged for cash.
• Only one promotional code may be applied per order.
• Promotions cannot be combined with another offer.
• Each promotion may be used once per eligible customer.
• Delivery charges, taxes, and service fees are excluded from the discount.

Additional account, device, phone number, or payment-method limits may apply where disclosed.

14.3 Expiry

Promotions must be redeemed within their stated validity period.

Any requirement for an order to be completed before expiry must be expressly stated in the offer.

14.4 Cancellation and Refunds

Refunds are calculated using the amount actually paid after discounts.

If you cancel an order, a promotion may be forfeited according to its disclosed conditions.

If Carroto or the Vendor cancels an order for reasons not caused by you, contact support to request reinstatement of the promotion or a suitable alternative, subject to availability.

14.5 Misuse

Creating duplicate accounts, placing fake orders, manipulating referrals, or otherwise abusing promotions may result in removal of the discount, order cancellation, or account restrictions.

14.6 Changes to Promotions

We may change or withdraw promotions prospectively. Changes will not retrospectively remove a discount validly applied to an accepted order, except in cases of fraud or a clear technical error.

15. Acceptable Use and Customer Conduct

You must not:

• Place fake, fraudulent, or malicious orders.
• Use stolen payment details or another person’s account without permission.
• Harass, threaten, discriminate against, or abuse Vendors, riders, support staff, or other users.
• Submit deliberately false complaints or refund claims.
• Misuse another person’s contact details or personal information.
• Attempt unauthorised access to the Platform or its systems.
• Introduce malware or interfere with Platform operations.
• Copy, scrape, or commercially exploit Platform content without permission or another lawful basis.

Carroto may take proportionate action to protect users, staff, Vendors, and the Platform.

16. Verification and Fraud Prevention

We may carry out reasonable account, order, or payment verification where necessary to prevent fraud, investigate misuse, or comply with applicable law.

Any collection or use of personal information for these purposes will be handled in accordance with our Privacy Policy and applicable law.

We may temporarily hold or cancel an order while a material verification concern is investigated.

17. Privacy and Communications

Our Privacy Policy explains how personal information is collected, used, shared, retained, and protected.

We may contact you about order confirmation, delivery, payments, refunds, security, and customer support.

Marketing communications will be managed according to applicable law and the communication preferences available to you.

18. Intellectual Property

The Platform’s branding, logos, designs, software, and original content belong to Carroto or its licensors.

Vendor names, trademarks, photographs, and other materials remain the property of their respective owners.

You may use the Platform for its intended purpose. You must not reproduce, modify, distribute, or commercially exploit protected materials without permission or another lawful basis.

19. Service Availability

We aim to maintain reliable access to the Platform, but interruptions may occur because of maintenance, technical faults, network failures, or circumstances beyond our reasonable control.

If an interruption affects an accepted order or payment, contact support so we can investigate and provide an appropriate resolution.

20. Liability and Consumer Rights

Carroto will exercise reasonable care in providing its services.

To the extent permitted by law, Carroto is not responsible for indirect or consequential losses, such as lost business profits, arising from personal use of the Platform.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, or any other liability that cannot lawfully be excluded or limited.

Nothing in these Terms removes your applicable consumer rights, including rights relating to defective goods, deficient services, refunds, or access to a competent consumer authority or court.

21. Account Suspension and Termination

We may restrict, suspend, or terminate an account where reasonably necessary because of:

• A serious or repeated breach of these Terms.
• Fraud, payment abuse, or promotional misuse.
• Threatening or unsafe conduct.
• Unauthorised account activity.
• A legal or regulatory requirement.

Where reasonably practicable, we will explain the restriction and provide a way to contact support for review.

Account suspension does not automatically remove your entitlement to an approved refund or other remedy required by law.

You may stop using the Platform at any time and request account deletion through the available account settings or support channel. Certain records may be retained where required for legal, payment, fraud-prevention, or dispute-resolution purposes, as explained in our Privacy Policy.

22. Events Beyond Reasonable Control

Delivery or service may be affected by severe weather, flooding, road closures, civil disturbance, government restrictions, widespread outages, or similar events beyond reasonable control.

We will make reasonable efforts to communicate the impact and resolve affected orders.

These events do not automatically remove your entitlement to a refund for products or services that were not supplied.

23. Changes to These Terms

We may update these Terms to reflect changes to our services, operations, or legal requirements.

The revised version will show an updated effective date. Material changes will be communicated through the Platform or another appropriate channel.

Updated Terms apply prospectively. Orders already accepted remain subject to the Terms applicable when they were accepted, unless a change is required by law or agreed with you.

24. Governing Law and Disputes

These Terms are governed by the applicable laws of Pakistan, including applicable laws of Sindh.

If you have a complaint, please contact Carroto first so we can attempt to resolve it.

If a dispute remains unresolved, it may be brought before the competent courts or consumer forums with jurisdiction under applicable law.

Nothing in these Terms restricts any mandatory right to approach a consumer authority, regulator, or court.

25. General Provisions

If any provision of these Terms is found unenforceable, the remaining provisions will continue to apply.

A delay or failure by Carroto to enforce a provision does not waive the right to enforce it later.

These Terms, together with any order-specific conditions you accept, govern your use of the Platform. Our Privacy Policy separately explains our handling of personal information.

26. Contact Us

For order assistance, complaints, cancellations, refunds, or questions about these Terms, contact:

Carroto
Legal Business Name:Carroto
Email: mghaziaziz@gmail.com
Phone: 03473079432
Operating Area: Hyderabad, Pakistan, and other areas displayed in the Platform.