Terms & Policies

2. Introduction & Acceptance of Terms

These Terms & Policies govern your use of the FishFarm marketplace, whether you're placing an order, booking a farm visit or table, or listing products as a registered farm. By creating an account, you agree to be bound by the sections that apply to your role on the platform.

If you're using the platform on behalf of a business — including as a registered farm — you confirm you have the authority to accept these terms for that business.

3. Definitions

• Platform — the FishFarm website and app, connecting buyers with independent farms.
• Buyer — anyone placing an order or booking through the platform.
• Farm / Seller — a registered aquaculture business listing stock, visits, or table bookings.
• Order — a purchase of live stock or seafood products from a farm.
• Booking — a scheduled farm visit or restaurant table reservation.

4. Account & Eligibility

You must be at least 18 years old to create an account. Information you provide — name, phone number, delivery address — must be accurate and kept up to date. Each phone number may be linked to one buyer account. Farm accounts go through a separate verification step before they can list products or accept bookings.

5. Privacy & Data

We collect the information needed to run your orders and bookings: your name, contact details, delivery address, order history, and approximate location (used to check whether you fall within a farm's delivery radius). This data is used to operate the platform, is never sold to third parties, and is shared with a farm only as needed to fulfill your order or booking.

You can request a copy of your data, or ask us to delete your account, at any time through Support.

6. Platform Role & Liability

FishFarm operates as a marketplace connecting independent farms with buyers. Farms are responsible for the accuracy of their listings, the quality and safety of their products, and fulfilling orders and bookings they accept. The platform facilitates payment, communication, and dispute support, but is not the seller of record for any product.

7. Prohibited Conduct

• Creating fake accounts, orders, or reviews.
• Attempting to pay or transact outside the platform to avoid fees.
• Harassment or abusive behavior toward buyers, farms, or support staff.
• Reselling live stock purchased through the platform without a separate agreement.

Violating these rules may lead to a warning, suspension, or permanent removal from the platform.

8. Dispute Resolution

Most issues — a delivery problem, a booking dispute, a quality complaint — should first be raised with in-app Support, who will mediate between buyer and farm. If a resolution can't be reached, these terms are governed by the laws of Pakistan, with disputes subject to the jurisdiction of the courts of Sindh.

9. Changes to These Terms

We may update these Terms & Policies from time to time. Material changes will be announced in-app and by email at least 7 days before they take effect. Continuing to use the platform after that point means you accept the updated terms.

10. Contact & Grievance Officer

For questions about these terms, or to raise a formal complaint, reach our support team through the in-app chat or at support@fishfarm.pk. Our Grievance Officer aims to acknowledge complaints within 48 hours.

11. Placing Orders & Payments

Orders are placed directly with a farm through the platform. We accept major cards and, where a farm allows it, cash on delivery. All prices are shown in PKR and include applicable taxes unless stated otherwise. An order is only confirmed once the farm accepts it — see Cancellations & Refunds for what happens before that point.

12. Pricing & Availability

Live stock prices can shift with market rates and may change between browsing and checkout. The price and quantity a farm confirms at acceptance is the final price for that order. If a farm can no longer fulfill the quantity requested, you'll be offered a partial order or a full refund.

13. Cancellations & Refunds

You can cancel an order free of charge any time before a farm confirms it. Once confirmed, cancellations may not be possible without the farm's agreement, since live stock is perishable and often prepared to order. Approved refunds are returned to your original payment method within 5–7 business days.

14. Delivery Policy

Each farm sets its own delivery radius and estimated delivery window, shown on the farm's page before you order. If you're unavailable at the delivery address, the rider will attempt to contact you and may make one re-delivery attempt; orders that can't be delivered after that are handled case by case with Support.

15. Farm Visits & Table Bookings

Bookings are confirmed once the farm accepts them. You can cancel a booking free of charge up to 24 hours before the scheduled time; cancellations inside that window may not be refunded. Repeated no-shows may affect your ability to make future bookings.

16. Reviews & Ratings

You can leave one review per completed order or visit, which you may edit once afterward. Reviews must reflect a genuine experience — incentivized, fake, or duplicate reviews will be removed, and repeated violations may lead to your review privileges being restricted.

17. Buyer Conduct

Please treat farms and their staff with respect during visits and deliveries. A pattern of repeated cancellations, no-shows, or abusive behavior toward farms or Support may result in a warning or a restriction on placing new orders and bookings.

18. Registration & Verification

Farms must complete verification before listing products or accepting bookings, including proof of business registration and relevant food safety documentation. Verified farms display a "Verified" badge, which helps build buyer trust — and can be revoked if standards aren't maintained.

19. Listing Products Accurately

Listings must reflect real, current stock — species, weight, condition, and price. Listings that misrepresent a product, or that aren't kept updated as stock changes, may be removed. Repeated inaccuracies can affect your farm's visibility in search results.

20. Order Fulfillment & Response Times

New orders must be accepted or declined within 30 minutes. Orders left unanswered past that window automatically expire and are shown to the buyer as unconfirmed. Response time is factored into your farm's platform ranking, so consistently missed windows can reduce how often you're shown to buyers.

21. Commission & Payouts

The platform deducts a commission from each completed order and booking before payout — the current rate is shown in your Seller Dashboard. Payouts are released after a delivery or visit is marked complete, and are transferred to your registered bank account on a weekly cycle.

22. Managing Bookings

You control your own visit and table capacity, including blocking out dates or time slots you can't accept. Once a booking is confirmed, treat it as a commitment — see Cancellations & Penalties for what happens if you need to back out.

23. Cancellations & Penalties

Cancelling an order or booking after you've confirmed it should be rare — reserved for genuine issues like a stock or logistics failure. A pattern of farm-side cancellations affects your ranking and, past a certain threshold, can lead to a temporary pause on accepting new orders.

24. Quality & Food Safety

All live stock and seafood must be handled and transported in line with local food safety regulations, including proper cold-chain handling for deliveries. Farms are responsible for the safety and condition of everything they list, from harvest through to delivery or on-site service.

25. Suspension & Termination

We may suspend or remove a farm account for reasons including repeated quality complaints, fraud, missed fulfillment obligations, or failure to maintain required certifications. Where possible, you'll be notified of the reason and given an opportunity to appeal before a permanent removal.