Terms of Service

1. Definitions & Acceptance

• “Waw” / “Platform” / “we”: WAW TECHNOLOGIES (SMC-PRIVATE) LIMITED (NTN K330611, SECP Reg. # 0359566), operator of waw.com.pk.
• “Buyer” / “you”: any person who browses, orders, or holds an account on Waw.
• “Seller” / “Merchant”: a KYC-verified business or individual selling on Waw.
• “Order”: a request to purchase items accepted through checkout.

By accessing or using Waw you accept these Terms of Service, our Privacy Policy, and our Refund & Return Policy. If you do not agree, please do not use the Platform.

2. Your Account Responsibilities

• Provide accurate and current information, especially your phone number and delivery address.
• Complete OTP verification via WhatsApp/SMS when prompted; keep your OTPs confidential.
• Keep your account credentials secure. You are responsible for activity under your account. Notify us immediately at care@waw.com.pk if you suspect unauthorized use.
• You must be at least 18 years old to hold an account.

3. Marketplace Role

Waw (واو) operates as a hybrid marketplace platform:

• Platform / Intermediary: Waw connects buyers and sellers, processes payments, and coordinates delivery and returns.
• Third-Party (3P) items: the Seller is the merchant of record — responsible for listing accuracy, item quality, and fulfillment. Waw facilitates payment, delivery, and dispute resolution.
• Waw Express (1P) items: sold directly by Waw, which acts as the merchant of record and provides 24-hour dispatch.

4. Ordering, Pricing & Stock Reservation

• Prices shown in your cart are an indicative quote; the final price is confirmed when your order is placed.
• Prices include applicable taxes where stated. GST and other applicable taxes are applied per prevailing Pakistani law; Waw is not responsible for a Seller's tax classification errors.
• Placing an order reserves stock for 15 minutes; if payment is not completed in that window, the reservation and order may be cancelled automatically.
• Despite reasonable controls, pricing, stock, and description errors may occur. If we discover a material error before dispatch, we will inform you and you may reconfirm at the correct price or cancel for a full refund. This reservation of rights is exercised in good faith.

5. Payment Terms

• Cash on Delivery (COD): available nationwide; carries a non-refundable PKR 100 handling surcharge.
• Cards & wallets (Visa / Mastercard / PayPak / Easypaisa): processed on Safepay's PCI-DSS-compliant hosted checkout — your card data never touches Waw servers.
• Raast QR: scan and pay instantly from any Raast-enabled bank or wallet app, settled through Safepay.
• Free delivery threshold: orders over PKR 5,000 qualify for free standard delivery; below that, standard delivery fees apply at checkout.

6. Delivery

• We deliver nationwide across Pakistan via partner couriers (PostEx / TCS).
• Indicative timelines: major cities 2–5 working days; other regions may take longer. Tracking is shared via WhatsApp and the Orders page.
• Risk of loss passes to you upon delivery. Please inspect items at the doorstep where possible and report issues within the 7-day return window.

7. Seller Obligations

All registered third-party merchants agree to:

• Complete KYC verification (CNIC and bank IBAN) and keep records current.
• Maintain accurate listings: genuine products, authentic imagery, honest descriptions, and correct pricing.
• Fulfill and dispatch confirmed orders within 24–48 hours via the Platform's contracted courier network.
• Refrain from listing prohibited items (counterfeit, hazardous, illegal, or restricted goods) — violations lead to immediate suspension and escrow forfeiture.
• Honor the mandatory 7-day return guarantee.

8. Prohibited Conduct

When using Waw, you must not:

• Commit or attempt payment fraud, including false disputes and chargeback abuse.
• Scrape, crawl, or harvest the Platform's data or content without written permission.
• Post fake reviews, manipulate ratings, or impersonate another person or business.
• Abuse OTP verification (e.g., automated requests, bypass attempts) or interfere with the Platform's security controls.

9. Returns & Disputes

Returns follow the 7-Day Refund & Return Policy. In short: eligible items may be returned within 7 calendar days of delivery; prepaid payments are held in escrow until delivery is confirmed; and Waw's buyer protection program mediates disputes and enforces refunds where the buyer is right.

10. Intellectual Property

• The Platform — including its branding, design, code, and original content — is the intellectual property of Waw.
• Sellers retain all rights in their product images, descriptions, and trademarks; by listing, they grant Waw a non-exclusive, worldwide license to display and promote those listings on the Platform.
• You may not reuse Platform content or Seller content without the owner's permission.

11. Limitation of Liability

To the maximum extent permitted by applicable law, Waw's total aggregate liability arising from or related to any order is capped at the amount you paid for that order. Waw is not liable for indirect or consequential losses. Nothing in these Terms excludes liability that cannot be excluded under Pakistani law, and this section does not limit your statutory consumer rights or the buyer protection program.

12. Suspension & Termination

• We may suspend or ban accounts for fraud, counterfeiting, repeated breach of these Terms, or abuse of the Platform or its staff.
• You may stop using Waw and close your account at any time by contacting care@waw.com.pk.
• Termination does not cancel orders in transit or remove obligations to pay amounts due.

13. Governing Law & Jurisdiction

These Terms are governed by the laws of the Islamic Republic of Pakistan. Subject to the dispute resolution process in Section 14, the courts at Lahore, Pakistan have exclusive jurisdiction over any matter arising out of these Terms.

14. Dispute Resolution

We resolve disputes in a staged, good-faith manner:

1. Support ticket: contact care@waw.com.pk or WhatsApp support with your order number.
2. Escalation: if unresolved within 7 days, request escalation to a senior dispute handler for mediation.
3. Arbitration / courts: if mediation fails, disputes are resolved by arbitration or the competent courts of Pakistan in accordance with Pakistani law.

15. Amendments

We may update these Terms from time to time. Material changes will be notified on the Platform (and by WhatsApp/email where practical) before they take effect. Continued use after the effective date constitutes acceptance of the updated Terms.

16. Severability

If any provision of these Terms is held invalid or unenforceable, it will be modified to the minimum extent necessary, and the remaining provisions will continue in full force.

17. Contact

Questions about these Terms? Email care@waw.com.pk or message our 24/7 WhatsApp helpline. WAW TECHNOLOGIES (SMC-PRIVATE) LIMITED, NTN K330611, SECP Reg. # 0359566. Our registered office address will be published here once it is taken; until then, the email and the helpline above are the contact of record.