OFFICIAL CUSTOMER DOCUMENT

Terms & Conditions

Customer, delivery and platform service rules

Effective date: 26 September 2026

Last updated: 26 September 2026

These Terms apply together with the KCM Privacy Policy, the KCM Refund & Cancellation Policy and the KCM Delivery Policy.

1. The KCM digital platform

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

The main website includes a prominent SHOP NOW button. When a customer selects SHOP NOW, they open shop.khybercitymall.pk to browse products, select their branch, add products to the cart, check out, place orders and track deliveries.

Customers may also shop through the KCM Customer App. Deliveries are carried out through the KCM Rider App by a KCM Delivery Rider. Branch operations, catalogue, inventory, order confirmation and rider assignment are managed in the KCM Admin / Management Panel.

By accessing or using the KCM platform, you agree to these Terms & Conditions, the KCM Privacy Policy, the KCM Refund & Cancellation Policy and the KCM Delivery Policy. Those documents use the same customer rules: Cash on Delivery, a minimum order of PKR 500, distance-based delivery charges, free delivery on orders of PKR 2,000 or above, an estimated delivery time of 30–40 minutes, cancellation within 2 minutes while the order is Pending, and the claim, rescheduling, address-change, failed-delivery and substitution rules set out below.

2. Definitions

3. Eligibility

KCM is not intended for use by children under 18. Users must provide accurate information and use the service only where permitted by applicable law and these Terms.

4. Customer accounts

• Customer accounts are registered and verified with a phone number and OTP. The current customer flow does not require a password.
• You are responsible for access to the registered phone number and for activity carried out through your account.
• You must provide an accurate name, phone number and delivery information, and correct outdated information.
• You may request account deletion in the KCM Customer App at Account / Settings → Delete Account, or through the web-based deletion request on the KCM platform.
• KCM may restrict or suspend an account where there is fraud, repeated abuse, material misuse, a security risk, or a repeated violation of these Terms.

5. Product information

KCM aims to display accurate product names, descriptions, images, prices and availability. Presentation may vary by branch, and inventory can change between browsing and preparation. Images are for identification and may not always match exact packaging.

6. Prices, offers and coupons

• Product prices and the applicable distance-based delivery charge are shown during checkout before you place the order.
• The minimum order value is PKR 500.
• Free delivery applies to orders of PKR 2,000 or above.
• Promotions and coupon codes are subject to the conditions displayed with them, including any validity period, product limits or usage limits.
• A coupon may be rejected if it is expired, invalid, incorrectly applied, or used inconsistently with the promotion.
• A coupon or voucher is not a cash refund.
• If a material pricing error is identified before fulfilment, KCM may correct the price or cancel the affected order and tell you the outcome.

7. Orders

Placing an order is a request to purchase. An order is not confirmed until KCM accepts it. Please review products, quantities, the delivery address, the delivery charge and the order total before you submit the order. KCM may decline or cancel an order where stock is unavailable, the address is outside an enabled service area, a material system error occurs, or another legitimate operational issue prevents fulfilment. Where an order cannot be fulfilled, KCM will provide reasonable notice through an available channel.

8. Order confirmation

Preparation begins after KCM confirms the order. Confirmation may include the order reference, items, quantities and the amount due on delivery. Confirmation remains subject to stock and service conditions in these Terms.

9. Availability and substitution

If an item becomes unavailable, KCM may remove it and adjust the order, or cancel the order where fulfilment is no longer practical. KCM does not substitute a product without your approval. KCM does not use automatic product substitution.

10. Payment — Cash on Delivery

• The amount payable is the amount shown for the confirmed order, including any distance-based delivery charge, subject to an approved adjustment before delivery, such as removal of an unavailable item.
• Please have the COD amount available when the order arrives.
• If the COD amount cannot be paid, the KCM Delivery Rider will not complete the handoff. The order may be recorded as failed or refused. COD is not collected if the order is not delivered.

11. Delivery

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.

Please be available at the address you provided, or arrange for a person at that address to receive the order, and keep the registered phone number reachable. The KCM Delivery Rider may contact you to locate the address or coordinate handoff. Delivery is made at the address you provided, subject to reasonable access and safety.

12. Delivery service areas

Initial delivery coverage is the localities below. Mardan localities are served in connection with NEW KHYBER CITY MALL MARDAN. Swabi localities are served in connection with KHYBER CITY MALL. Product and delivery availability can still vary with branch stock, branch online or offline status, and operational capacity.

KCM may expand, modify, suspend or temporarily restrict a service area for operational capacity, safety or branch availability. Delivery outside an enabled service area is not offered. For a location beyond 15 km, delivery is available only if KCM has enabled that area, and the applicable fee is shown at checkout.

13. Delivery address

You are responsible for a complete and usable delivery address. KCM stores the address you enter as text. It does not currently require GPS coordinates for a saved customer address. Include a recognizable landmark where it will help the rider. You may change the delivery address before order confirmation. After confirmation, a change of delivery address is not part of the normal order process.

14. Rider live location

During an active delivery, the Customer App may show the assigned KCM Delivery Rider’s live location. The KCM Rider App shares that location only while the Rider App is open and the rider has an active delivery. This is not continuous tracking of the customer, and it is not background tracking of the rider while off duty.

15. Delivery OTP

KCM uses a one-time delivery OTP at handoff. You receive the OTP and provide it to the KCM Delivery Rider when the order is handed over. The rider enters it in the KCM Rider App to record confirmation. Do not share the delivery OTP before the order is ready to be handed over. The OTP verifies handoff. It does not remove a right to report a genuine product issue under the Refund & Cancellation Policy.

16. Failed delivery and rescheduling

A delivery may fail if you cannot be reached, the address is inaccurate or inaccessible, you are unavailable, you refuse the order, the COD amount cannot be paid, or another condition prevents a safe handoff.

KCM will attempt to contact you, record the reason, reschedule once if operationally possible, and otherwise mark the order as failed or undelivered. If you are unavailable at the time of delivery, you may request one rescheduled delivery, subject to availability. If delivery does not occur, COD payment is not collected.

17. Cancellation

You 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. You may contact KCM support for exceptional review where applicable. A cancellation is not guaranteed once fulfilment or delivery has started.

Because payment is collected on delivery, a cancellation before the order is delivered does not normally require a money refund. You are not asked to pay COD for an order that is cancelled before delivery.

18. Refunds, replacements and claims

The KCM Refund & Cancellation Policy governs claims and resolutions. These Terms use the same rules:

• Report a perishable-product issue within 24 hours of delivery.
• Report a non-perishable-product issue 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.
• For an approved claim, replacement is the first resolution where practical.
• If replacement is not practical, KCM may provide an approved refund or restitution method.
• Store credit, where offered, is separate from a cash refund and is explained before it is applied.
• A coupon or voucher is not a cash refund.

19. Customer responsibilities

• Provide accurate account and delivery information.
• Keep the registered phone number reachable.
• Be available for delivery, or request the one available reschedule if you will be unavailable.
• Provide the delivery OTP at handoff.
• Pay the confirmed COD amount for an order that is delivered.
• Meet the minimum order of PKR 500.
• Use the platform for lawful purchases and treat KCM staff and KCM Delivery Riders respectfully.

20. Prohibited use

• Creating false or fraudulent orders.
• Using false information to obtain goods, discounts or another service advantage.
• Attempting to bypass account controls or gain unauthorized access.
• Misusing promotions or coupon mechanisms.
• Harassing, threatening or abusing KCM staff or a KCM Delivery Rider.
• Interfering with the normal operation of the platform.

21. Account suspension

KCM may restrict, suspend or end access where reasonably necessary to protect customers, staff, riders, the platform or business operations, including for fraud, repeated abuse, security concerns, repeated refusal of a valid delivered order, or a material breach of these Terms. Any restriction is proportionate to the circumstances and is not a substitute for a consumer remedy that cannot lawfully be excluded.

22. Complaints and support

For a company or general question, email info@khybercitymall.pk. For an order issue, contact the branch that serves your order. Please provide the order reference, registered phone number, product names, delivery details and a clear description of the issue.

23. KCM Delivery Rider

A KCM Delivery Rider is expected to protect customer information, follow the assigned delivery, use the delivery OTP, collect COD only when the order is handed over, update delivery status accurately, record a failed delivery with a reason, and share live location only during an active delivery while the KCM Rider App is open.

These Terms do not classify a KCM Delivery Rider as an employee or as an independent contractor. That classification, where it is required, belongs in the applicable rider arrangement and remains subject to review by qualified Pakistani legal counsel.

24. Privacy

KCM processes personal information under the KCM Privacy Policy, including phone and OTP sign-in, text delivery addresses, order data, the delivery OTP, push-notification tokens, and rider location only during an active delivery. KCM does not sell customer personal information.

25. Third-party services

The platform uses third-party services that support sign-in, push notifications, maps and catalogue media, including Firebase, Google Maps and Google Cloud Storage, and stores application data in PostgreSQL. Their own terms and privacy notices apply to their services. KCM’s handling of customer information remains governed by the KCM Privacy Policy.

26. Service availability

KCM may pause or limit ordering when a branch is offline, stock is unavailable, capacity is constrained, maintenance is required, or a technical issue affects the service. A branch may be placed online or offline through the KCM Admin / Management Panel. Existing confirmed orders are not silently discarded. Staff complete, delay, reassign or cancel them through the applicable process and tell the customer the outcome.

27. Events outside KCM’s reasonable control

KCM is not in control of severe weather, road closures, natural events, government restrictions, major traffic disruption, network or utility failure, and similar events. KCM will take reasonable steps to resume service and to tell affected customers of a material interruption where practical. Estimated delivery times may change for these reasons.

28. Liability

KCM aims to provide ordering and delivery with reasonable care. KCM is not responsible for delay or interruption caused by circumstances outside reasonable operational control, including the conditions described in Section 27. The estimated delivery time of 30–40 minutes is not an unconditional guarantee.

Any limit on liability is subject to rights and remedies that cannot lawfully be excluded or limited under the law of Pakistan. The final liability wording remains subject to review by qualified Pakistani legal counsel. These Terms do not ask you to waive a mandatory consumer right.

29. Intellectual property

The KCM name, branding, app and website interfaces, original software, content and product descriptions provided by KCM are owned by KCM or used with permission. You may use the platform for personal, lawful shopping. You may not copy, modify or misuse KCM materials without permission.

30. Changes to these Terms

KCM may update these Terms to reflect operational changes, features, payment methods, service areas or legal requirements. The updated Terms will show an effective date and a last updated date. Please review the current version when you continue to use the service.

31. Governing law

These Terms are intended to be governed by the laws of Pakistan, including the laws applicable in Khyber Pakhtunkhwa where the Mardan and Swabi branches operate. The appropriate forum, and the application of mandatory consumer protections, remain subject to review by qualified Pakistani legal counsel. Nothing in these Terms removes a right that cannot lawfully be excluded.

32. Contact

For company, official, or general questions, email info@khybercitymall.pk. Store contact details are below.

Main Website: www.khybercitymall.pk | E-commerce Web Application: shop.khybercitymall.pk

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.