OFFICIAL PLATFORM DESCRIPTION

KCM Platform Description

Main Website · E-commerce Web Application · KCM Customer App · KCM Rider App · Admin / Management Panel

Published: 26 September 2026

Last updated: 26 September 2026

Everyday shopping, made convenient. A local mart-to-doorstep service for groceries and everyday essentials.

Khyber City Mall (KCM) brings groceries and everyday essentials from its Mardan and Swabi branches to the customer’s door. Customers discover KCM on the main website, shop on the E-commerce Web Application or in the KCM Customer App, and receive the order from a KCM Delivery Rider.

1. Two connected web properties

KCM uses two connected web properties of the same digital commerce platform. They are not two separate businesses.

2. Official branches

Company email for official and general inquiries: info@khybercitymall.pk. Branch contact details are below.

Mardan localities are served in connection with NEW KHYBER CITY MALL MARDAN. Swabi localities are served in connection with KHYBER CITY MALL. Customers choose the branch whose catalogue they are shopping, subject to stock and whether that branch is online.

3. KCM Customer App

Short description. Shop groceries and everyday essentials, pay cash on delivery, and follow your order, including the rider’s live location during an active delivery.

The KCM Customer App is for everyday shopping from a phone. Customers browse groceries, household products, personal care, snacks, beverages, pantry goods, fresh produce and other essentials available at the selected branch. They add products to the cart, choose a saved delivery address, and place the order.

Sign-in and shopping

• Sign in with a phone number and OTP. The current customer flow does not use a password.
• Browse by category and brand.
• Search, filter and sort products.
• See products according to branch availability.
• Add products to the cart and apply an eligible coupon code.
• Save delivery addresses as text, including address lines, a landmark, city and recipient details. A saved address is not continuous GPS tracking.
• Request account deletion at Account / Settings → Delete Account. A web-based deletion request is also available.

Checkout

Cash on Delivery is the active payment method. Card, wallet, Easypaisa and JazzCash are not active checkout options. The minimum order is PKR 500. The distance-based delivery charge is shown before the order is placed. Free delivery applies to orders of PKR 2,000 or above.

After the order

• Follow order status from placement through delivery.
• During an active delivery, view the KCM Delivery Rider’s live location.
• Confirm handoff with a one-time delivery OTP.
• Receive order and delivery alerts by in-app and push notification.
• Cancel within 2 minutes of placing the order, while it is still Pending.
• Change the delivery address before order confirmation.
• If you are unavailable at delivery, request one rescheduled delivery, subject to availability.

4. KCM E-commerce Web Application

The KCM E-commerce Web Application at shop.khybercitymall.pk is the shopping platform. A customer who selects SHOP NOW on www.khybercitymall.pk can browse products, select a branch, use search, filters and sorting, manage the cart, enter a coupon, save a text delivery address, check out with Cash on Delivery, place the order and track it. Rider live location during an active delivery and the delivery OTP are part of the same order journey. The same minimum order, distance-based delivery charges, free-delivery threshold, estimated delivery time and cancellation rule apply as in the KCM Customer App.

5. KCM Rider App

Short description. Manage assigned deliveries, confirm handoff with the delivery OTP, and share live location during an active delivery.

The KCM Rider App is used by an authorized KCM Delivery Rider. This description does not classify the rider as an employee or as an independent contractor. Riders sign in with a KCM account issued for delivery operations.

• View assigned deliveries and delivery history.
• During an active delivery, share live location with the customer receiving that order, while the Rider App is open.
• Enter the customer’s delivery OTP to confirm handoff.
• Collect Cash on Delivery only when the order is handed over.
• If the order cannot be delivered, mark it undelivered and record a reason.

Active delivery: Sign in → view the assigned delivery → travel → verify the OTP → update the order status. If delivery cannot be completed: attempt contact → record the reason → one reschedule if operations allow → otherwise failed/undelivered, with no COD collected.

6. KCM Admin / Management Panel

Authorized staff use the Admin / Management Panel to manage the catalogue and prices, branch inventory, incoming orders, rider assignment, and branch online or offline status. Customers do not shop inside the Admin Panel.

7. Ordering conditions

KCM uses distance-based delivery charges. The applicable delivery charge is shown to the customer before the order is placed. PKR 100 is the charge for the 0–3 km band only. Each longer band has its own charge.

Free delivery applies to orders of PKR 2,000 or above.

The minimum order value is PKR 500.

The estimated delivery time is 30–40 minutes. This is an estimate, not an unconditional guarantee. Actual delivery time may vary because of traffic, weather, order volume, rider availability, branch workload and other operational conditions.

Cancellation. A customer may cancel an order within 2 minutes of placing it, while the order is still in Pending status. After confirmation, processing, rider assignment, pickup or active delivery, normal cancellation is not available. The customer may contact KCM support for exceptional review where applicable.

Payment. Cash on Delivery (COD) is the current active payment method. Card, wallet, Easypaisa and JazzCash are not active checkout payment options. They may be introduced later and will be described as active only after KCM enables them.

Address change. A delivery address may be changed before order confirmation.

If you are unavailable at the time of delivery, you may request one rescheduled delivery, subject to availability.

Failed delivery. KCM will attempt to contact the customer, record the reason, reschedule once if operationally possible, and otherwise mark the order as failed or undelivered. If delivery does not occur, COD payment is not collected.

Substitution. KCM does not substitute a product without the customer’s approval. KCM does not use automatic product substitution.

Claims. Issues with perishable products should be reported within 24 hours of delivery. Issues with non-perishable products should be reported within 7 calendar days of delivery. A valid claim may concern a wrong product, missing product, damaged product, expired product, defective product, incorrect quantity or a genuine quality issue.

Resolution. For an approved customer claim, replacement is the first resolution where practical. If replacement is not practical, KCM may provide an approved refund or restitution method. Replacement, refund or restitution, store credit, and a coupon or voucher are different remedies. A coupon or voucher is not a cash refund.

8. Delivery coverage

Delivery depends on the service area, branch availability and whether the branch is online. The 30–40 minute time is an estimate and may vary with traffic, weather, order volume, rider availability, branch workload and other operational conditions.

9. What customers can shop

• Grocery essentials and fresh produce.
• Pantry and cooking essentials.
• Beverages, snacks and packaged foods.
• Personal care and household products.
• Other everyday essentials available at the selected branch.

10. Feature summary

Browse. Select. Order. Track. Receive.

Khyber City Mall — everyday shopping, made convenient.

This document is published for customers, banking and merchant review, and official KCM business use. Final legal compliance remains subject to review by qualified Pakistani legal counsel. Nothing in this document removes a consumer right or remedy that cannot lawfully be excluded under the law of Pakistan.