Seller agreement

This agreement is between Pawzaar ("Pawzaar", "we") and the business that sells on Pawzaar ("you", the "seller"): a vet clinic, pet store, pharmacy or similar business in Pakistan.

It applies from the day your application is approved. The person who submits the application confirms they are allowed to bind the business.

It works together with the Prohibited and restricted items, the Returns and refunds policy, the Shipping and cash on delivery and the Marketplace privacy notice. Buyers agree to the Buyer terms of use.

• Selling is by application only, at /pawzaar/sell. We check your business, owner CNIC, tax details (NTN, STRN and Active Taxpayer status where you have them), bank account, and the licences your categories need.
• Medicines, vaccines and prescription items need a valid Drug Sale Licence. Vet services need PVMC-registered vets.
• You may sell only in the categories we approve. You must tell us within 7 days if a licence expires, is suspended, or your business details change. Listings that need an expired licence are hidden automatically.
• We may refuse an application without giving every reason, but we'll tell you what to fix where we can.

• You sell to buyers in your own name. You set your prices, hold your stock, confirm orders, deliver or hand over items, issue receipts or invoices, and handle returns.
• You are responsible for the products you sell, including their quality, safety, legality, labelling, registration and storage (including the cold chain).
• Pawzaar runs the platform, shows your listings, passes on orders and bookings, and helps resolve problems. Pawzaar does not buy or own your stock.

• Describe every product accurately: real name, brand, pack size, strength, photos of the real item, correct category and correct prescription flag.
• New listings, and changes to title, category, description, images or the prescription flag, are reviewed by Pawzaar before or after they go live.
• A crossed-out "compare at" price must be a price you really charged recently. Flash-sale and campaign prices must be lower than your lowest price in the previous 30 days.
• Keep stock levels up to date. Don't accept orders you can't fulfil.
• Never list anything in the Prohibited and restricted items.

Accept or decline

Within 24 business hours. Unanswered orders are cancelled automatically and count against you.

Ship (delivery orders)

Hand to your rider or courier within 2 business days of accepting, with a tracking number where your courier gives one.

Ready (pickup orders)

Ready within the same time; held for the buyer for 5 days.

Cancel

Only with a reason from our list. Out-of-stock and pricing-error cancellations count against you.

Business hours

10:00 to 19:00, Monday to Saturday (Pakistan time), except public holidays

Call or WhatsApp every buyer to confirm before sending. Prescription items are handed over only at the counter after the prescription is checked.

• At launch you collect payment. Your rider or courier collects cash on delivery, and you collect payment at your counter for pickups. The money is yours; Pawzaar doesn't hold buyer payments.
• You are responsible for your courier contract, COD remittances from your courier, and any courier charges, including return-to-origin charges for refused parcels.
• In future Pawzaar may offer platform collection (Pawzaar's courier account collects COD and pays you out weekly). That will need your written agreement and an update to this agreement.

• Commission is 0% at launch. Pawzaar may introduce commission or fees per category later.
• We'll give you at least 30 days' notice in Seller Center and by email before any fee starts or increases. Fees never apply to orders placed before the change.
• When fees apply, we send a monthly statement and invoice for the commission you owe on delivered orders (sales tax added where the law requires). Invoices are due within 14 days.
• Unpaid invoices more than 14 days overdue may lead to new orders being paused until paid.

• You can create your own vouchers in Seller Center. You fund your vouchers; Pawzaar funds Pawzaar vouchers.
• You may nominate products for Pawzaar campaigns and flash sales. A nomination is a promise to honour the deal price and stock cap for the whole campaign.
• Never run fake countdowns, fake stock counts or inflated "before" prices.

Follow the Returns and refunds policy: answer return requests within 48 hours, pay for returning damaged, wrong, expired or missing items, refund within 3 days of receiving the item, and upload proof. Pawzaar's decision in a dispute on the platform is final for the platform, without affecting either side's legal rights.

• Use buyers' names, phone numbers, addresses and pet details only to fulfil their order or booking and to provide care.
• Don't add buyers to marketing lists, WhatsApp groups or broadcasts without their clear consent.
• Keep buyer data secure, share it only with your courier or staff who need it, and delete it when no longer needed (keeping what tax law requires).
• Tell Pawzaar straight away if buyer data is lost or misused.

We track cancellations, late shipments, returns caused by sellers, response times and ratings over the last 30 days. Sellers who fall below our standards get a warning first, then may be demoted in search, have new orders paused, have listings suspended, or be suspended from the marketplace.

You can appeal any penalty from Seller Center. A person at Pawzaar reviews every appeal.

• You can stop selling at any time by closing your store in Seller Center. Open orders must still be fulfilled or cancelled properly, and returns honoured.
• We may pause or suspend your store immediately for serious breaches: prohibited or counterfeit items, an expired or false licence, fraud, abuse of buyers, or legal risk. Otherwise we'll warn you first and give you time to fix the problem.
• We tell you the reason for any suspension and how to appeal.

You are responsible for your own taxes, registrations and invoices. Where Pakistani law requires a marketplace to withhold or collect tax on seller payments or commission, Pawzaar will do so and show it on your statements.

• We may update this agreement. For material changes we give 30 days' notice; you'll be asked to accept a new major version in Seller Center before publishing new listings.
• Neither side is responsible for delays caused by events outside its control (floods, strikes, network outages, government orders).
• This agreement is governed by the laws of Pakistan. Disputes go first to good-faith discussion, then to the courts with jurisdiction.
• Your acceptance, version and date are recorded when you submit your application and whenever you accept a new version.