Terms and Conditions
1. PRICES AND VAT

Please note that the prices on our Grocery website are guide prices only. The actual price you pay will be the price charged in store at the time your order is picked for delivery. The actual order value cannot be determined until the day of delivery because the prices stated on the website may vary either above or below the prices in store on the day your order is picked and delivered. When your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable.

All prices are inclusive of General Sales Tax where applicable as per Sales Tax Act 1990.The price of the items does not include the service charge which will be charged at the rates applicable to the date, time & province of your delivery. The service charge will be unchanged despite of General Sales Tax increases.

2. AVAILABILITY

If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to you. Please note that we will attempt to deliver substitute lines should selected lines be unavailable unless you request us not to do so.

Although we will always try to cater for your orders, an order of large quantities of a line can only be fulfilled at the discretion of the store. For example, if you were to make an order of 10 bottles of any beverage which would use up all that store's stock, the store may only deliver 5 bottles.

Metro reserves the right to cancel any order for customers, subject to the availability, confirmations or any other issue as deemed fit by the company.

3. ACCEPTANCE

Your order is an offer to buy from us, at any point before the actual delivery, we may decline to supply the goods to you.

The metro-online.pk grocery service is available for non-commercial and domestic use only. We reserve the right to refuse orders from businesses or that we consider are for commercial or other non-domestic concerns.

To ensure availability of all our products customers may be limited to a maximum number of items.

4. MINIMUM BASKET CHARGE
4.1 In these terms and conditions:

Minimum Basket Charge means the charge we apply to all orders placed on our online or mobile Grocery shops for next day delivery with a Basket Value which is lower than the Minimum Basket Value specified by METRO.

Basket Value means the value of the products in your basket when you confirm your order. Current minimum basket value above which you are eligible for waiving off of the minimum basket charge is Rs. 3,000/-.

Us, we, our etc. mean METRO Pakistan (Pvt) Limited You, your, yours etc. mean You, the customer.

4.2 Minimum Basket Charge Application:

If you order groceries from us online, and your Basket Value is less than our Minimum Basket Value, we will add the Minimum Basket Charge to the cost of your shop. We will add the charge to your total at the check-out page, before you pay. If you go back and change your order, so that the new Basket Value is greater than the Minimum Basket Value, we will remove the Minimum Basket Charge.

We will charge the Minimum Basket Charge on all orders placed on our online or mobile Grocery shops and will be charged in addition to any delivery or collection charges.

Unfortunately we can't combine separate orders once we have processed them, so please make sure you make any changes to increase your Basket Value before you confirm your order.

4.3 Minimum Basket Charge Refunds:

If we apply a Minimum Basket Charge to your shop, and we give you a refund for your entire shop, we will also refund the Minimum Basket Charge. However, we will not refund the Minimum Basket Charge if only some of the items in your shop are refunded.

5. DELIVERY

Delivery will be made to the address specified by you on the completed order form.

We will deliver your order to the main entrance of the delivery address. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request. We always reserve the right to deliver only to the main entrance of the delivery address.

Please note that we deliver goods only to specified regions within Pakistan. Delivery times will be agreed with you at the time of placing your order.

All goods must be signed for on delivery by an adult aged 18 years or over. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Service Centre to re-arrange delivery (see below for contact details).

In these circumstances, if we have to return to deliver the goods, a further charge may become payable provided that delivery is attempted at the agreed time.

Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

  1. All electronics will be delivered at door step (Ground Floor).
  2. Metro Online reserves the right to refuse service of any product to or from any location.
  3. Metro Online shall not be liable for any interruption/delay of delivery due to causes beyond its control, including but not limited to: the unavailability, refusal of a person to accept delivery or/and force majeure.
  4. Metro reserves the right to cancel any order for customers, subject to the availability, confirmations or any other issue as deemed fit by the company.
6. RETURNS AND REFUNDS

At the time of delivery, you are requested to check your order thoroughly. In case you find the products not fresh and up to the mark you may return the product to our delivery guy.

Please be aware that some products have different return time limits and exceptions. We do not refund certain products due to health and hygiene reasons (such as Fresh, Ultra Fresh and Frozen products); personalized items etc.

In case of price changes when your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable.

If you’re returning an item because, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.

6.1 When you return goods

You can return faulty or change of mind goods to the delivery driver, or call us on ((042) 111-0-METRO). When you return the goods to us, please also let us have any tags, labels and any accessories. You will need to take reasonable care of item(s) whilst they are in your possession (reasonable care includes inspecting an item, but would not extend to your opening and/or using it). If you damage items whilst they are in your possession, there may be a deduction from your refund.

6.2 Receiving your refund

If you've handed the item(s) back to the delivery driver we'll deduct the amount for the return and the rest will be paid in cash. If you return it to a store, you can choose either a refund or an exchange within 7 days.

If your item was purchased at an offer price, your refund will be based on that promotional price.

Our complaint resolution time is within 5 working days. This may vary depending on the nature of complaint and solving the complaint.

7. CANCELLATION

You can cancel or change any of your current orders when you get the confirmation call from our call center. Once the order has been confirmed the order will be pick and delivered to you. Alternatively you can call our Customer Services department on 042 111 METRO (local rate from mobiles). Please note that orders cannot be edited or cancelled by email.

8. PAYMENT

You can make payment using multiple payment methods as specified on our checkout.

9. PREPAYMENT DELIVERY

Any order that has been placed on Prepayment mode of payment will be delivered on the chosen mode of delivery. If it is home delivery, information saved at the time of checkout will be take in to account by METRO team at the time of delivery.

Customer can always call the helpline to change any part of that information.

If Home Delivery needs to be changed to Self-Pickup mode after placement of order. And the chosen mode of payment is prepaid, following information will be necessary

  1. An email by the customer to support@metro-online.pk, verifying the customer wants self-pickup instead of home delivery. Customer can also drop the verification email on https://metro-online.pk/feedback directly.
  2. At the time of pickup, to show the placement order email at the desk
  3. A photocopy of the CNIC

These measures are precautionary and set for the safety of the customer and his order and minimize the risk of any fraudulent activity.

10. METRO WALLET BALANCE POLICY
10.1 ABOUT THIS POLICY

This Wallet Account Balance Policy (“Policy”) is supplemental to and deemed to be incorporated into the Terms of Use which govern your use of the Platform and your METRO Online account. Capitalized terms used but not otherwise defined herein shall have the same meanings ascribed to them in the Terms of Use

10.2 THE ACCOUNT BALANCE FEATURE

Depending on the city where you access the Platform, METRO Online may provide you with access to and the use of the wallet balance feature on the Platform (“Wallet Balance”) which may allow you to:

  1. Display as a “balance” a claim against the Platform in the form of “electronic credits”, “credits” or any other denomination determined by the Platform, which have either been refunded to you by METRO Online or acquired by you in the ways specified by the Platform and redeemable in the ways specified by the Platform from time to time (“Credits”); and
  2. Utilize Credits towards payment of your Order on the Platform.
10.3 REFUNDS

Credits are only applicable for full refunds on Orders which were placed using an online payment method on the Platform. Where you have purchased an Order on the Platform and are entitled to a full refund for such Order, you agree that we shall issue such refund as Credits to your wallet account, and you can thereafter choose for the credits to be displayed in your METRO Online wallet account for a period of time and utilized towards payment of an Order, Refund in customer’s account takes a maximum of 14 working days to reach the customer.

10.4 PARTIAL REFUNDS

If you are only eligible to receive a partial refund on your Order, that amount will be credited back in METRO Online wallet balance. Partial refunds shall be issued to the wallet balance account which you used to place your Order or otherwise subject to the Cancellation, Returns and Refund Policy.

10.5 USE OF YOUR CREDITS

Should you choose to utilize your Credits for an Order and the value of that Order exceeds the value of your refund, your Credits shall be utilized in full and the balance amount of your Order shall be charged to the online payment method you elect.

Should you choose to utilize your Credits for an Order and the value of that Order is less than the Credits in your Online Wallet account, we will only deduct the value of the Order (including delivery fees and any applicable tax) from your Credits. Any unutilized Credits shall remain in your Online Wallet account.

10.6 ASSOCIATION WITH METRO PAKISTAN PVT. LIMITED OFFLINE:

Online Wallet balance has no association with sales at METRO Pakistan Offline stores. Should you have any return/refund/ partial refund/ or any other adjustment required for offline shopping, METRO Online wallet will not show that amount. The Online wallet is limited to adjustments for shopping on Online platforms only.

10.7 USAGE LIMITATIONS AND BREACH OF CONTRACT

Your Credits cannot be used in any manner which in the Platform’s sole discretion, contradicts the intended purpose and closed loop nature and functionality of the Account Balance or disrupts, and/or is harmful to other users of the Platform and/or otherwise disrupts and/or is harmful to the reputation, goodwill, business, or operations of the Platform. You may especially not use the Account Balance or the Credits outside the scope of their intended use within the Platform as a generic payment method, payment instrument or any feature of a similar nature; or as a consideration for the performance of a contract with a third party; or for resale thereof or for commercial purposes; or for any illegal or unauthorized purpose.

You may neither redeem the Credits for cash nor transfer them to another METRO Online account.

Engaging in any prohibited activities or using the Credits in violation of this Policy may result in our taking action against you, including, but not limited to, terminating, suspending or deleting your METRO Online account and access to the Platforms and/or the Account Balance consistent with our Terms of Use.

10.8 MISCELLANEOUS

All refunds once issued are final and we will not be able to entertain further requests regarding your refund.

Additional terms and restrictions may apply to your Credits.

METRO Online may make amendments or cancel this Policy at any time in its sole discretion by updating this page.

All refunds, including the issue and use of Credits are subject to our Terms of Use and our Cancellation, Returns and Refund Policy.

10.9 Questions about this Policy

If you have any questions about this Policy, your METRO Online account and Credits, you may reach out to us via email or through our customer support chat feature.

  1. You accept that METRO Online has authority to accept online payments terms and you assure that you will meet obligations relating to terms mentioned herein.
  2. You affirm that all the information provided in METRO wallet is correct and best of your knowledge.
  3. In case of any unsuccessful transection, you are advised to contact your credit card provider for further detail regarding the failed transection.
  4. You hereby agree that METRO shall not be liable if your credit card is misused by any other person or person who is under the age of 18 years.
  5. You hereby undertake and agree to fully indemnify, defend and hold METRO Online harmless, its President/CEO, Directors, Member Offices, Employees and other Personnel against any fines, penalties, liabilities, claims, litigation proceedings, losses, damages, expenses and costs arising out of or breach of the terms and conditions mentioned herein these METRO wallet terms and rights of a third party.
  6. You hereby agree that METRO shall not be responsible for any direct or indirect or consequential loss or damage caused to you while using your credit card on METRO Wallet.
  7. Metro reserves the right to change or amend the policy, terms and conditions mentioned herein above any time without prior notice. If METRO decides to change the policies, terms and conditions, METRO shall publish the same as early as possible on its website.
11. Inactive Customer Account Policy

An account will be considered inactive if no transactions or activity occur for a period of 12 consecutive months. Metro reserves the right to deactivate or mark such accounts as dormant, following prior notification to the account holder. A dormant account may be reactivated upon the customer’s request at support@metro-online.pk, subject to identity verification and completion of necessary reactivation procedures. Once reactivated, the customer will regain full access to their account, including all associated data, programming, and wallet balance.

12. GENERAL

These Product Terms shall be governed by and construed in accordance with the laws of Pakistan and any disputes will be decided only by the Pakistani courts.

If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms which will continue to be valid and enforceable to the fullest extent permitted by law.

Metro Online follows stringent policies for spamming, wrong address, invalid address etc and reserves the right to take policy measures where required. We reserve the right to cancel/invalidate any order without prior notice.

The percentage discount mentioned on the tiles and banners is the maximum discount on that category or campaign. Most of the products will be at a lesser percentage off than the maximum mentioned. Discounted products are limited in quantity and are first come first serve. Metro reserves the right to close any discounts without prior notice.

13. CHEAPER ALTERNATIVES

Please note that the Cheaper Alternatives on our Grocery website are suggested products to help you spend less. You are under no obligation to select an alternative.There may be quality, size, health and ingredient differences between the products suggested. Guide price terms and conditions apply.

14. COPYRIGHTS AND LABEL RIGHTS

In all its publications, the Company strives to observe the copyrights associated with the graphics, video sequences and texts used, or to use its own self-created graphics, video sequences and texts, or to offer graphics, video sequences and texts from the public domain.

The trade names and trademarks used in our Internet presence, which may be protected by third parties, are subject without restriction to the regulations associated with the applicable label rights and ownership rights of their respective registered owners. Simply because a trademark is mentioned, it should not be assumed that it is not protected by third-party rights.

The copyright for any published objects created by the Company remains the property of the Company. Any duplication or use of such graphics, video sequences and texts in other electronic or printed publications is prohibited without the explicit permission of the Company.

15. PERSONAL DATA AND COOKIE POLICY

With our data privacy declaration and the information we provide on the Internet pages we keep you informed on the purpose for which the data you provide will be used

16. CUSTOMER SERVICES

If you have an order query, please e-mail us at support@metro-online.pk

17. COVID-19 SAFETY MEASURES

As new reports of COVID-19 continues to develop, the wellbeing and welfare of our customers and our employees remain our utmost priority.

Indeed, these are difficult times for everyone and as the situation continues to evolve, we are taking proactive steps to ensure the welfare of our employees by closely monitoring the situation and deploying health and hygiene global best practices alongside local guidelines and following them accordingly.

Our safety measures have already been implemented at the store and with our delivery agents as recommended by the WHO (World Health Organizations), and we also encourage you to take the following measures to ensure safety of yourself and everyone around you:

17.1 Delivery and Collections

Avoid shaking hands

Maintain a safe distance from the delivery agent at the time of order receiving and payment

Always wash your hands/sanitize before and after receiving your order.

To play our part in keeping our employees and customers safe, temperature of all employees is monitored everyday upon arrival at work. Our delivery team has been provided with masks and gloves to wear at the time of delivery of orders. Our vans are also deep cleaned periodically to maintain highest level of cleanliness. Additionally our store premises are sanitized daily including shopping trollies, common areas, and check outs for safe use.

17.2 Payments

It is advised to book orders through prepayment or MPOS method rather than cash. However it is advised to thoroughly wash your hands after the handling of cash.

17.3 Delay in Delivery:

We at Metro Online are working continuously to avoid any delays. While there is no delay expected as of now, some orders might be affected based on surge of orders, for which we urge our customers to bear with us. Our team will keep you informed as needed. Your support and understanding will be highly appreciated.

Also Metro Pakistan ensure no price distortion and abides by high ethical standards in doing business.

As we continue to receive regular updates, we are ready to make any necessary changes to protect our customers

Please stay safe and healthy!

18. GIFTKARTE VOUCHERS

Giftkarte Vouchers shall not be returned or redeemed for Cash from METRO

No Returns Allowed for purchases made through Giftkarte vouchers.

Exchange within 7 days if the product is defective/damaged.

If exchange made for a lesser value, then remaining amount will be forfeited.

If exchange made for a higher value, the difference would need to be paid

19. FLASH SALE

All Promotions are valid till stocks last.

Stocks are available on first come first serve basis.

20. MARKET SAY SASTA

Market say sasta category includes products that are priced lower than market averages of certain top online players and does not include all entities (online or offline) selling those products.

If the customer claims some other website is cheaper for the products in Market say sasta category, METRO Online will credit twice the difference in price to customer in their METRO Wallet. Claim can be made by forwarding us proof in the form of a sale receipt from the other website.

So if a price at our website is Rs. 100 and customer shows us a receipt as proof that it was purchased for Rs. 90 at someplace else. Twice the difference i.e. Rs. 20 will be credited in customer's Metro Online Wallet for future use.

21. CASHBACK POLICY

Cashback will be given only on final delivered value of the order.

Cashback will be given in 2-4 business days of delivery max.

Cashback is either on customer or on order base depending on the campaign.

Cashback is not applicable on orders that have availed existing discount vouchers.

22. METRO Online Gift Card Terms and Conditions
22.1. Definition

The METRO Online Gift Card is a “digital code” redeemable for product shopping at METRO Online web/apps and in-store at METRO Pakistan outlets. It is not a cash voucher.

22.2. Usage

The METRO Online Gift Card can be used for Grocery purchases in Lahore, Faisalabad, Islamabad, Multan, and Karachi. Electronics & Non-Food orders will be catered from all over Pakistan.

The card can be used for purchases online at www.metro-online.pk and mobile apps and also in-store at any METRO Pakistan Pvt Ltd location.

The METRO Online Gift Card cannot be used with other vouchers in a single order at checkout.

22.3. Expiry Date

Unredeemed METRO Online Gift Cards will expire six (6) months from the date of purchase. After this period, any remaining balance will be forfeited.

22.4. Replacement, Reimbursement and Recharge

METRO Online Gift Cards will not be replaced/reimbursed if lost, stolen, or expired under any circumstances.

METRO Online Gift Cards cannot be cancelled or refunded, neither can they be recharged.

22.5. Delivery

The METRO Online Gift Card will be sent to the email address mentioned in the shipping billing address. Please ensure the email address is accurate. Customers may also be intimated of the Gift Card code through SMS if they require.

22.6. Order Cancellation

METRO reserves the right to cancel any order with a gift card; however, the balance remains safe with the customer.

If an order gets cancelled, the customer’s unused balance is returned within 3 working days.

22.7. Limitation of Liability

METRO shall not be held liable in case the Gift Card is stolen or misused by any means, whether the Gift Card at the time of use was with the customer or transferred to someone under any circumstances.

There are no warranties regarding these Gift Cards.

22.8. Amendments

METRO Online reserves the right to amend these terms and conditions at any time without prior notice. Any such amendments will be effective immediately upon being posted on the METRO Online website.

22.9. Terms and Conditions

The other Terms and Conditions of Metro Online/In store shall apply.

The metro-online.pk Site is owned and operated by METRO Pakistan (Pvt) Limited (company registration number , NTN 2544314-3, Sales Tax Registration number 03-00-0800-001-73), a company registered in Pakistan whose Head office is METRO Pakistan (Pvt) Limited Thokar Niaz Baig, Multan Road, Lahore