Buyer terms of use

Pawzaar ("Pawzaar", "we") is an online marketplace run by Vetlyn. It lets you buy pet and animal products from vet clinics and pet stores ("sellers") and request appointments with vets.

Sellers sell, Pawzaar runs the platform. When you order, your contract for the product is with the seller. The seller sets the price, holds the stock, confirms the order, delivers it or hands it over, and handles returns. Pawzaar checks sellers before they join, keeps the platform running, and helps resolve problems.

By placing an order, booking a vet, creating an account or writing a review, you agree to these terms and to the policies linked from them. If you don't agree, please don't use Pawzaar.

• You must be at least 18, or use Pawzaar with a parent or guardian's permission.
• Give a real name, a working Pakistani mobile number and a correct address. Sellers call or message this number to confirm.
• You can shop as a guest. An account lets you see all your orders and bookings in one place, save addresses and pets, and write reviews.
• Keep your password private. You are responsible for what happens in your account.

• When you place an order, you send a request to each seller in your cart. A seller accepts it by confirming (usually by phone or WhatsApp), and only then is there a sale.
• A seller may decline a request, for example if an item has just sold out or they can't deliver to your area. Requests not confirmed within 24 business hours are cancelled automatically.
• Prices are re-checked at the moment you place the order. The order page shows exactly what you'll pay each seller.
• Some items have a limit per order, and some can only be collected at the clinic.

• Pay in cash on delivery to the seller's rider or courier, or pay at the clinic when you collect.
• Online card and wallet payments aren't available yet. Pawzaar will never ask you to send money to a personal account to secure an order.
• Sellers are responsible for giving you a receipt or invoice for your purchase.

See Shipping and cash on delivery for delivery fees, timelines and failed deliveries.

• Vouchers and deal prices come with their own conditions (minimum spend, dates, items, number of uses). The conditions are shown with the voucher and checked again when you place the order.
• At most one Pawzaar voucher and one seller voucher can be used per seller's package.
• Vouchers have no cash value, can't be exchanged, and are cancelled if an order is cancelled before it's sent. A voucher used on a cancelled order is returned to you if it is still valid.
• Flash-sale stock and countdowns are real: when the deal stock or time runs out, the deal ends.
• We may cancel vouchers or orders that misuse a promotion (for example many accounts or fake numbers).

• Before the seller packs your order, you can cancel it instantly from your order page.
• After it is packed and before it is sent, you can ask to cancel; the seller answers within 24 hours.
• Once it is on the way it can't be cancelled online. You may refuse it at the door or use the returns process if it qualifies.
• Sellers can cancel an order only for a stated reason (for example out of stock). You are told why.

Choose a reason when you cancel. It helps sellers improve, and it is never shown publicly.

Sellers work hard to keep prices and details right, but mistakes happen. If an item is listed at an obviously wrong price, or its details are wrong, the seller may decline or cancel the order before it is sent and will tell you. You won't be charged for a cancelled order.

You have 7 days from delivery or pickup to report a damaged, wrong, expired or missing item. Details are in the Returns and refunds policy. Nothing in these terms takes away your rights under Pakistani consumer protection law.

• Appointments are with the clinic or the vet you book, not with Pawzaar. The clinic confirms your booking and is responsible for the care your animal receives.
• Content on Pawzaar, including product descriptions, is general information, not veterinary advice. Always follow your vet's instructions and the product label.
• In an emergency, go to the nearest open clinic. Don't wait for an online booking to be confirmed.

See the Vet booking policy for confirmations, cancellations, no-shows and video consults.

• Only buyers with a delivered or collected order, or a completed visit, can review. We show a "Verified purchase" badge only when that is true.
• Be honest and respectful. No abuse, personal details, adverts, links or fake reviews. Reviews must be about the product, the visit or the service.
• Sellers can reply publicly but can't remove your review. Pawzaar may remove reviews and questions that break these rules or the law.

To keep cash on delivery possible for everyone, we may limit, suspend or close accounts, or refuse orders from a phone number, that:

• place fake or prank orders, or orders in someone else's name without permission;
• repeatedly refuse parcels they ordered, or don't collect pickup orders;
• misuse vouchers, returns or reviews;
• harass sellers, riders, vets or our staff;
• try to break, scrape or attack the platform.

If we restrict your account we'll tell you why, unless the law or an investigation prevents it. You can ask us to review the decision.

Sellers are responsible for the products they sell, including their quality, safety, labelling and legality. Clinics and vets are responsible for the care they give.

Pawzaar is responsible for running the platform with reasonable care and skill, checking sellers as described in our policies, and handling disputes fairly. To the extent the law allows, Pawzaar is not liable for indirect losses, or for a seller's or vet's acts, but nothing here limits liability that can't be limited under Pakistani law.

• We may update these terms. The version and date are shown at the top. The terms in force when you place an order apply to that order; we record which version you accepted.
• These terms are governed by the laws of Pakistan. Disputes go first to Pawzaar support; if they can't be resolved, to the courts or consumer forum with jurisdiction where you live.
• Contact: message Pawzaar support on WhatsApp from the Help page.