Terms & Conditions

1. About these Terms#

These Terms and Conditions ("Terms") apply to your use of the website at https://www.tnt024.com, our web and mobile applications, and all related services (together, the "Platform"). The Platform is provided by THE NEST, managed by AH ("we", "us", "our"). Our address is Lahore, Punjab, Pakistan.

The following documents form part of these Terms, and you should read them together: our Privacy Policy, our Shipping Policy, our Cancellation Policy, our Returns and Refunds Policy, our Cookie Policy, and, for sellers, the Seller Agreement and the Seller Pricing and Fees page, in each case as published on the Platform.

Buyer

A person who browses the Platform or places an Order.

Seller

A person or business that lists goods or services on the Platform, including wholesale listings where they are available.

Listing

An offer or description of goods or services published by a Seller.

Order

A request by a Buyer to buy goods or services from a Seller through the Platform.

Content

Text, images, videos, reviews, ratings, questions, messages and any other material that users submit to the Platform.

If you do not accept these Terms, please do not use the Platform. If you use the Platform on behalf of a business, you confirm that you are allowed to bind that business to these Terms.

2. Eligibility and your account#

• You must be at least 18 years old and legally able to enter into a binding contract under the laws of Pakistan to create an account or place an Order.
• You must give accurate, complete and current information when you register and keep it up to date, including your name, mobile number, e-mail address and delivery address.
• You are responsible for everything that happens under your account. Keep your password and any one-time codes private, and tell us immediately if you think someone else has used your account.
• You may not sell, share or transfer your account. Each person should have one account unless we agree otherwise.
• If you sign in through a third-party service such as Google, that service's own terms also apply to the sign-in.
• We may ask you to verify your identity, mobile number, e-mail, business or bank details. We may refuse, limit or close an account if we cannot verify the information or if we reasonably suspect fraud or misuse.

3. Our role as a marketplace#

THE NEST is an online marketplace. We provide the technology and tools that let Sellers show their goods and services and let Buyers find and order them.

• The sale contract is between Buyer and Seller. Unless a Listing clearly says that THE NEST itself is the seller, we are not the seller, we do not own the goods, and we are not a party to the sale contract.
• Sellers are independent. They decide what to sell, the price, the description, the stock, and how and when they fulfil Orders, within these Terms and the law. Nothing in these Terms makes a Seller our employee, partner or general agent.
• Seller responsibility. Sellers are responsible for the accuracy and legality of their Listings, the quality, safety, authenticity and condition of what they sell, their invoices and records, their taxes and licences, and their warranties and after-sales service.
• What we may do. We may provide services around a sale, such as taking part in payment checks, coordinating or providing delivery, handling support, and helping to resolve disputes. When we do this, we act only in the limited way described in these Terms and in the relevant policy.
• No inspection. We do not inspect goods, and we do not guarantee that any Listing, Seller or Buyer is accurate, honest or lawful. We take steps to keep the Platform safe, but you should use your own judgement.
• Moderation. We may review, edit, hide or remove Listings and other Content, and may reject or cancel Orders, where we reasonably think this is needed to protect users, the Platform or the law.

4. Buying on the Platform#

Orders and contracts

A Listing is an invitation to buy, not a binding offer. When you place an Order you make an offer to buy. A contract between you and the Seller is formed when your Order is confirmed on the Platform. For cash on delivery, that is when the confirmation is shown or sent to you. For bank transfer or Raast, it is after we confirm that your payment was received. A Seller or we may decline or cancel an Order before it is confirmed, and after confirmation where fulfilment is not possible, for example because the goods are out of stock, a Listing contained an obvious error, or we suspect fraud. If we cancel, any money you paid for that Order is refunded.

Prices, delivery charges and taxes

• Prices are shown in Pakistani rupees. The delivery charge and the total are shown before you place your Order.
• If a price, discount or delivery cost changes while you are checking out, we show you the new total and ask you to review it before the Order is placed.
• If a price or other detail is obviously wrong, for example a clear typing error, the Seller or we may cancel the affected Order and refund you in full.

Baskets with several Sellers

You can buy from different Sellers in one basket. Each Seller prepares and ships its own part of the Order. Delivery charges are worked out per Seller, and parcels may arrive on different days. Each Seller's part is treated as a separate sale.

Your details

Give a complete delivery address and a mobile number on which you can be reached. Delivery problems caused by wrong or incomplete details are your responsibility.

Limits, coupons and points

We and Sellers may limit quantities per customer and may refuse Orders that look like abuse, fraud or bulk buying meant to defeat a promotion. Coupons, discounts and loyalty points follow the rules shown with them, cannot be exchanged for cash unless the rules say so, and may be withdrawn if they are misused.

Wholesale

Wholesale Listings may have minimum order quantities, quantity-based price bands, packing rules and special delivery terms, and may be shown only to certain users. These conditions are shown on the Listing.

5. Payments#

• Methods. The payment methods available are those shown at checkout. They may include cash on delivery, bank transfer and Raast ID, and they may change over time.
• Cash on delivery. Pay the exact total to the delivery person when you receive the goods. If you repeatedly refuse or fail to accept Orders without a good reason, we may limit or stop cash on delivery for your account.
• Bank transfer and Raast. Send exactly the total shown, to the account details shown on the Platform, and write your Order number as the payment reference. We do not release such an Order to the Seller until we have confirmed your payment. Confirmation can take time and depends on correct details. If the right amount is not received within a reasonable time, we may cancel the Order.
• Scam warning. We will never ask for your password or one-time codes, and we will never ask you to pay to a personal account that is not shown on the Platform. Do not pay outside the Platform, even if a Seller asks you to.
• Refunds. Refunds go back through the original payment method, or another method we agree with you. The time it takes depends on the method and your bank. See our Returns and Refunds Policy.
• Fraud prevention. We may check, hold, refuse or reverse a payment or Order, and may ask for identity or payment proof, where we reasonably suspect fraud, money laundering or any other unlawful use. We may share relevant information with banks and with the authorities, as the law allows or requires.
• Taxes. Prices include or exclude taxes as shown. Each Seller is responsible for the taxes that apply to its sales.

6. Delivery#

• Delivery may be carried out by the Seller, by a courier, or through delivery arrangements we provide. Delivery times shown on the Platform are estimates and are not guaranteed.
• Please be available to receive the parcel. If delivery fails because the address or phone number is wrong, or nobody accepts the parcel, the Seller or we may cancel the Order or charge a fair delivery cost, as set out in our Shipping Policy.
• Check the parcel when it arrives and report any damage, missing items or wrong items within the time allowed in our Returns and Refunds Policy.
• Risk in the goods passes to you when they are delivered to the address you gave or are collected by you, subject to your legal rights.
• You can follow your Order in your account, or on our order tracking page by confirming your order number with the mobile number or e-mail used at checkout.

7. Cancellations, returns and refunds#

You can ask to cancel, return or exchange an Order, or ask for a refund, in the cases and within the times set out in our Cancellation Policy and Returns and Refunds Policy. Sellers must follow those policies and the law.

Your legal rights. Nothing in these Terms removes or limits any right you have under consumer protection laws that apply to you, including the provincial consumer protection acts, or any other right that the law does not allow us to exclude.

8. Rules for Sellers#

If you sell on the Platform, you also agree to the Seller Agreement and to the following rules. If there is a conflict between these Terms and the Seller Agreement about your selling, the Seller Agreement applies to that point.

• Approval and verification. We may ask for identity, business, bank and address details and for documents. We may approve, limit or refuse any seller or store, and may require re-verification.
• Honest Listings. Titles, photos, descriptions, prices, stock and delivery details must be accurate and not misleading. Use only photos and text you have the right to use. Describe the real condition of the goods, including used or refurbished items.
• Lawful and genuine goods. You must have the right to sell what you list. Goods must be genuine, legal, safe, and correctly labelled for sale in Pakistan.
• Pricing and stock. Honour the price and stock shown when an Order is confirmed. Keep stock levels up to date.
• Fulfilment. Accept or decline Orders promptly, pack carefully, ship within the time you state, mark the real shipping status, and give correct tracking details when you have them.
• After-sales. Handle returns, refunds, warranties and complaints according to our policies and the law, and respond to Buyers and to us promptly and politely.
• Taxes, licences and invoices. You are responsible for your own registrations, licences, taxes (including sales tax where it applies to you), receipts and records.
• Buyer data. Use Buyers' personal details only to fulfil the Order and for legally required records. Do not use them for marketing unless the Buyer has agreed, and do not share them.
• Staying on the Platform. Do not use the Platform to find Buyers and then complete sales outside it in order to avoid fees, unless we have agreed otherwise in writing.
• Payouts and holds. We may delay, hold or set off amounts owed to you where there is a dispute, a suspected fraud, a return or refund, a chargeback, or an amount you owe us, as explained in the Seller Agreement.

Individual Sellers and business registration

The Platform can be used both by registered businesses and by individuals who sell as small or home-based Sellers. We do not require every Seller to hold a business registration or a government certificate, and unless a store page or Listing says so, we do not check or guarantee any Seller's registration, licence or tax status. For that reason:

• Your declaration. When you open or use a seller account, you confirm that the information you gave is true; that you have said honestly whether you sell as an individual or as a registered business; that you are legally allowed to sell what you list; that you hold every registration, licence, certificate and permission that the law requires for you and for your goods, for example for food, medicines, cosmetics, electrical goods, children's products, or any goods that need approval; and that you will register for and pay the taxes that apply to you.
• Your own responsibility. Whether or not you are registered, you alone are responsible for following the laws that apply to your sales, including tax, consumer protection, product safety, labelling and advertising laws and the rules of the competent authorities. Our approval of your account is not a legal approval of you, your business or your goods, and it does not mean that any authority has licensed you.
• Proof on request. We may ask any Seller at any time for proof of identity, a national identity card, business registration, a tax number, licences or product certificates. If you do not provide them, or if they appear false, we may limit your account, hold payouts, remove Listings, or suspend or close the account. Some product categories may be open only to Sellers who show the licence or certificate that the law requires.
• Limits until verified. We may set limits on a Seller who has not been fully verified, such as the number of Listings, the value of Orders, the categories they can sell in, the use of cash on delivery, and how soon payouts are made.
• Honest claims. We may show a Seller's type or verification status on its store page. Do not say or suggest that you are registered, licensed or certified if you are not. A false claim is a serious breach of these Terms.
• Consequences are yours. We are not responsible for any fine, tax, penalty, seizure or other legal consequence that a Seller suffers because it is not registered or licensed, or because of the goods it sells. A Seller must compensate us, as set out in section 20, for any claim, fine or cost that we suffer because of the Seller's lack of a registration or licence, or because of unlawful or unsafe goods.
• Authorities. Where the law requires, we may share Seller information with tax and other competent authorities, and may collect, withhold or report taxes.
• Buyers are still protected. To the extent the law allows, a Buyer's rights do not depend on whether a Seller is registered, and the Platform's policies on delivery, returns and refunds apply to every Seller in the same way.

9. Seller fees#

Sellers pay the plan fees, commissions and other charges published on the Seller Pricing and Fees page or shown in the seller's account at the time of sale. We may change fees, and we will give notice as set out in section 22. Fees are charged for the services we provide, and taxes may be added where the law requires.

10. Prohibited items and conduct#

Items and services you may not list or buy

• Anything that is illegal to sell, buy, possess or advertise in Pakistan, or that needs a licence you do not have.
• Weapons, ammunition and explosives; narcotics and controlled drugs; prescription or counterfeit medicines; and hazardous or flammable materials that are not lawfully sold.
• Counterfeit, copied or "first copy" goods that use another party's brand, and any item that infringes someone's intellectual property.
• Stolen goods; human organs or body parts; protected wildlife and their parts; and tobacco or alcohol products where sale is not lawful.
• Adult material, and content that is obscene, hateful, defamatory, or that offends the religious feelings of others, or that is otherwise unlawful under the laws of Pakistan, including electronic crime laws.
• Fake documents, personal data lists, hacking tools, and anything meant to deceive or defraud.

Conduct you may not engage in

• Fraud, deception, impersonation, money laundering, or using the Platform for any unlawful purpose.
• Posting fake, paid or misleading reviews or ratings, or manipulating rankings, orders or promotions.
• Harassing, threatening or abusing other users or our staff.
• Sending spam or unwanted promotions through the Platform.
• Trying to access accounts or data that are not yours, probing or testing our security without our written permission, introducing malware, or overloading the Platform.
• Scraping, copying or reselling Platform data, or using automated tools to collect it, without our written permission.
• Bypassing or interfering with the Platform's security, fees, limits or restrictions.

We may remove Listings, restrict features, suspend accounts and report matters to the authorities where these rules are broken.

11. Reviews and other Content#

• You own your Content, and you are responsible for it. You promise that it is yours to share, that it is true as far as you know, and that it does not break the law or anyone's rights.
• Licence to us. You give THE NEST a non-exclusive, royalty-free, worldwide licence to host, store, display, reproduce, adapt for formatting, and distribute your Content on and for the Platform, including in search, marketing and sharing features. This licence lasts while the Content is on the Platform and for a reasonable time after, for backups and records.
• Honest reviews. Reviews and ratings must come from real experience. Sellers must not pay for, trade for, or pressure Buyers into positive reviews, and must not post reviews about their own or competitors' stores.
• Our right to act. We do not check all Content and we do not endorse it. We may remove or edit Content, or limit its visibility, where it breaks these Terms or the law.

12. Intellectual property and reporting infringement#

The Platform, including its design, software, logos, names and the material we create, belongs to us or our licensors and is protected by law. We give you a limited, personal, revocable, non-transferable licence to use the Platform for its intended purpose under these Terms. You may not copy, modify, distribute, reverse engineer or exploit it otherwise.

If you think a Listing or other Content infringes your rights, send a notice through support@tnt024.com or our Contact us page that includes: who you are and how to reach you; what rights you own; the exact address (link) of the Content; why you believe it infringes; and a statement that your information is accurate. We may remove or disable the Content, tell the Seller, and suspend repeat infringers. The Seller may respond, and we may restore Content where the complaint is withdrawn or found to be unfounded.

13. AI tools and automated features#

• The Platform may include tools that use artificial intelligence, for example to help sellers create Listings from photos and text, to suggest descriptions or categories, or to answer questions in a support assistant.
• AI output may be incomplete, inaccurate or out of date. It is not professional, legal, financial, medical or safety advice. You must check it before you publish or rely on it. Sellers remain fully responsible for every Listing, including those created or improved with AI.
• Do not enter passwords, payment card details, identity document numbers or other sensitive information into AI tools.
• To provide these tools, the text and images you submit may be processed by third-party AI service providers acting for us, as explained in our Privacy Policy.
• We may change, limit or stop AI features at any time.

14. Loyalty points and other account features#

Loyalty points and similar rewards are a promotional feature of THE NEST. They work under these rules, together with any rules shown where you earn or use them.

• No cash value. Points are not money. They cannot be sold, transferred, gifted or exchanged for cash.
• Expiry. Points expire 3 months after the date they are credited to your account. Expired points are removed and cannot be restored. For points that were already in your account before this version of the Terms took effect, expiry applies only after the 14-day notice period has ended.
• When points are credited. We decide when points are credited, which may be after your Order has been delivered and the return period has ended. Points earned on an Order that is cancelled, refunded or returned are removed.
• Using points. We may limit how points can be used, for example by setting a minimum or maximum amount per Order, by excluding some products, Sellers or promotions, or by not accepting points on certain Orders. We may refuse or cancel the use of points where we suspect misuse.
• Cancellation. We may cancel points that were credited by mistake or obtained through misuse, fraud or a breach of these Terms. Points are lost when an account is closed, or suspended for a breach.
• Changes. We may change how points are earned, used or valued, change the expiry period, or end the programme, by giving 14 days' notice as set out in section 22. Points you hold when the programme ends can still be used until the notice period ends.

Some other features, such as wallet or payment features, may have their own additional terms, shown where you use them. For that feature, those terms apply together with these Terms, and if they conflict, the additional terms apply to that feature.

15. Communications and electronic records#

• You agree that we may contact you by e-mail, SMS, phone, in-app and website notices about your account, Orders, security, support and these Terms. These service messages are needed to run your account.
• We send marketing messages only as the law allows, and you can opt out of them at any time, using the link in the message or your account settings.
• By agreeing to these Terms and placing Orders online, you agree that electronic documents, records and acceptance have legal effect, as recognised by the Electronic Transactions Ordinance 2002. To the extent the law allows, our electronic records of Orders, payments and messages are good evidence unless they are clearly wrong.

16. Privacy and security#

We handle personal data as described in our Privacy Policy. Please read it. We use reasonable technical and organisational measures to protect the Platform, but no system is perfectly secure, and you must also protect your own device and login details. Do not access, use or share another person's personal data through the Platform except as needed to complete an Order.

17. Suspension and ending your account#

• By you. You may stop using the Platform and ask to close your account at any time, after completing any open Orders and paying any amounts you owe.
• By us. We may warn, limit, suspend or close an account, or remove Content or Listings, if you break these Terms or the law, if we reasonably suspect fraud or abuse, if we are required to by law or an authority, or if you do not use a seller account for a long time. Where it is reasonable and safe to do so, we will tell you why.
• What happens next. Open Orders are handled according to our policies. Amounts owed remain payable. Sections that by their nature should continue, such as payment, liability, indemnity, intellectual property and dispute terms, continue after your account ends.

18. Disclaimers#

To the fullest extent the law allows, the Platform and all Listings and Content are provided "as is" and "as available". We do not promise that the Platform will always be available, uninterrupted, secure or free of errors, or that Listings, descriptions, prices, delivery times, Sellers or Buyers will be accurate, reliable or suitable. We are not responsible for the goods or services of Sellers or for the acts and omissions of other users or of third parties, such as couriers, banks and other providers. None of this limits any warranty or right that the law gives you and that cannot be excluded.

19. Limits on our liability#

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, for fraud, or for any right you have under consumer protection law.

Subject to that, and to the fullest extent the law allows:

• we are not liable for indirect, incidental, special, consequential or punitive loss, or for loss of profit, revenue, business, goodwill or data, arising from your use of, or inability to use, the Platform;
• we are not liable for losses caused by events outside our reasonable control, including outages of power, internet, banks, couriers or other providers, natural disasters, strikes, government action and cyber attacks that we could not reasonably have prevented;
• our total liability to a Buyer for any claim connected with an Order is limited to the amount the Buyer paid for that Order; and
• our total liability to a Seller or other user for all claims in connection with the Platform is limited to the fees that the Seller paid us in the 12 months before the event that gave rise to the claim.

20. Your responsibility to us (indemnity)#

You agree to compensate us, our owners, officers, employees and agents for losses, claims, costs and reasonable legal fees that arise from: your breach of these Terms or the law; your Content or Listings; the goods or services you sell; your infringement of anyone's rights; or your misuse of the Platform. We will tell you promptly about a claim, and you must cooperate in dealing with it. This section does not reduce any right that a consumer has under law.

21. Complaints, disputes and governing law#

1. Talk to us first. If you have a problem, contact the Seller and us through support@tnt024.com or our Contact us page, with your Order number. We will try in good faith to resolve it quickly and fairly, and we may act as a go-between between Buyer and Seller. Our decisions in a dispute between users are made to keep the marketplace fair and do not replace your legal rights.
2. Governing law. These Terms are governed by the laws of Pakistan, including the laws on contracts, sale of goods and electronic transactions that apply to online commerce.
3. Courts. Subject to the next point, the courts of Lahore, Pakistan have exclusive jurisdiction over disputes that arise from these Terms or the Platform.
4. Consumers. Nothing in these Terms stops a consumer from bringing a claim in any consumer court, forum or authority that the law allows them to use, or from relying on rules that protect consumers and cannot be excluded.

22. Changes to the Platform and to these Terms#

We may update these Terms, our policies and our fees from time to time, for example to reflect new features, business needs or changes in law. For a material change that affects your rights, including fee changes for Sellers, we will give at least 14 days' notice by e-mail, in your account or on the Platform, unless the change must take effect sooner for legal or security reasons. The new version shows its date and version number at the top of this page, and earlier versions are listed in the document history. If you continue to use the Platform after a change takes effect, you accept the updated Terms. If you do not accept them, stop using the Platform and close your account. Orders you placed before a change are governed by the Terms that applied when you placed them, unless the law requires otherwise.

23. General terms#

• Entire agreement. These Terms, with the policies they refer to, are the whole agreement between you and us about the Platform.
• If part is invalid. If a part of these Terms is found to be invalid or unenforceable, the rest continues to apply, and the invalid part is replaced by a valid one that comes closest to its purpose.
• No waiver. If we do not enforce a right straight away, we have not given it up.
• Transfer. You may not transfer your rights or duties under these Terms without our written consent. We may transfer ours to a successor of the business or to a group company, with notice to you.
• Language. The English version of these Terms is the official one. A translation, for example in Urdu, is for convenience, and if they differ, the English version applies.
• Notices. We may send you notices by e-mail, by SMS, in your account or on the Platform. You may send us notices through support@tnt024.com or our Contact us page.
• Third parties. Only you and we have rights under these Terms, except that our owners, officers, employees and agents may rely on the protections in sections 18, 19 and 20.

24. Contact us#

For questions about these Terms, to report a problem, or to send a legal notice, please use support@tnt024.com or our Contact us page.

THE NEST, managed by AH
Lahore, Punjab, Pakistan

Document history