Fazl App Shipping & Delivery Policy

FAZL App (“FAZL,” “we,” “our,” or “the Platform”) is a digital marketplace that connects buyers with independent sellers, shops, businesses, and service providers.

FAZL provides digital tools that help businesses establish an online presence, display products and services, publish promotional videos, connect with nearby customers, communicate with buyers, and arrange transactions.

FAZL primarily facilitates discovery and communication between buyers and sellers. Unless a specific delivery service expressly states otherwise, FAZL does not itself package, store, dispatch, transport, or deliver products sold by independent sellers.

This Shipping and Delivery Policy explains the responsibilities of buyers and sellers, available delivery arrangements, shipping charges, tracking, failed deliveries, international shipments, and delivery-related complaints.

This Policy should be read together with FAZL’s Terms and Conditions, Seller Terms, and Refund, Return and Cancellation Policy.

FAZL provides a marketplace where sellers can present their products and buyers can discover and contact those sellers.

Depending on the transaction, delivery may be arranged through:

Seller-arranged delivery:

The seller selects and coordinates a courier or delivery service.

Direct delivery:

The seller delivers the product to the buyer using the seller’s own arrangements.

Buyer collection:

The buyer collects the product from the seller’s agreed location.

Third-party courier:

The buyer and seller arrange delivery through a courier company.

FAZL-supported delivery:

Where expressly offered, a delivery or shipping arrangement may be facilitated through FAZL or an authorized logistics partner.

Not all delivery options will necessarily be available for every seller, product, location, or transaction.

FAZL does not guarantee that every seller offers shipping, that every location is serviceable, or that a courier will deliver within a particular timeframe.

Where FAZL expressly accepts responsibility for a particular logistics service, the terms displayed for that service will apply, subject to applicable law.

Sellers are responsible for arranging and fulfilling deliveries for products they sell, except where a separate agreement expressly assigns a particular responsibility to FAZL or a logistics partner.

Sellers must:

1. Provide accurate product descriptions, availability, and dispatch information.
2. Clearly communicate applicable delivery charges before the buyer commits to the transaction.
3. Confirm the delivery method and estimated delivery timeframe with the buyer.
4. Package products appropriately for their nature, size, weight, and fragility.
5. Use a lawful and reasonably suitable delivery method.
6. Provide correct shipping information and tracking details where available.
7. Dispatch products within the timeframe agreed with the buyer.
8. Ensure that the parcel contains the correct product, quantity, accessories, and relevant documentation.
9. Comply with applicable packaging, labelling, customs, product-safety, and transport requirements.
10. Respond reasonably to delivery-related complaints and cooperate in investigating lost, damaged, delayed, or incorrect shipments.

A seller must not advertise a delivery method or timeframe that the seller cannot reasonably provide.

Buyers are responsible for providing accurate delivery information and cooperating reasonably with the seller and courier.

Buyers should:

• Provide a complete and accurate delivery address, including city, postal code where applicable, and useful location details.
• Provide a reachable phone number where required by the delivery service.
• Confirm the delivery charges and estimated timeframe before finalizing the deal.
• Ensure someone is available to receive the parcel where required.
• Pay any agreed delivery charge and applicable payment amount.
• Follow reasonable collection or delivery instructions.
• Check the parcel and report visible damage, missing items, or incorrect products promptly.
• Retain order confirmations, receipts, tracking numbers, and relevant messages.

A buyer’s failure to provide accurate information or receive an agreed delivery may result in delay, an unsuccessful delivery attempt, or return of the parcel to the seller. Any additional charges must be disclosed where practicable and must comply with applicable law.

Shipping charges are determined by the applicable delivery arrangement.

Charges may depend on:

• The seller’s location and the buyer’s destination.
• Parcel size, weight, and dimensions.
• The selected courier or delivery method.
• Same-city, intercity, remote-area, or international delivery.
• Additional services, such as express delivery or special handling.
• Customs duties, taxes, or other charges applicable to international shipments.

The seller and buyer should agree on shipping charges before confirming the transaction. Where a price or shipping charge is displayed through a FAZL-supported checkout or delivery feature, the applicable amount should be shown before confirmation.

FAZL does not automatically pay shipping charges or reimburse delivery expenses for direct transactions between buyers and sellers.

FAZL may introduce shipping services or related fees in the future. Any applicable charge should be disclosed before the relevant service is confirmed.

Delivery timeframes depend on the seller, the product, the courier, the destination, and the chosen delivery method.

The seller should communicate the expected dispatch date and estimated delivery timeframe before the buyer commits to the purchase, where this information is available.

Unless a particular transaction expressly guarantees a delivery date, delivery estimates are indicative rather than guaranteed.

Delays may occur due to:

• Courier operational issues.
• Public holidays or peak delivery periods.
• Severe weather or natural events.
• Incorrect or incomplete addresses.
• Remote delivery locations.
• Security checks or transport restrictions.
• Customs clearance for international shipments.
• Circumstances beyond the reasonable control of the seller or courier.

A delivery estimate does not remove the seller’s obligation to fulfil the agreement or provide a remedy where required by applicable law.

Because FAZL is a marketplace, the buyer may need to contact the seller to confirm product availability, the final price, and the delivery arrangement.

An inquiry, chat message, offer, or request for information does not necessarily mean that an order has been accepted.

Unless the App provides a formal order and checkout feature for a particular transaction, the buyer and seller are responsible for confirming their agreement directly.

Once a seller accepts a transaction, the seller should dispatch the product according to the agreed terms and notify the buyer when reasonably practicable.

Where FAZL provides a formal order-tracking or delivery workflow, the relevant status displayed in the App will apply to that workflow.

Where a courier provides a tracking number, the seller should share it with the buyer or enter it into the relevant FAZL feature if available.

Tracking information is generally supplied or updated by the courier. FAZL does not independently guarantee the accuracy or continuous availability of third-party tracking systems.

If tracking information is missing or has not updated, the buyer should first contact the seller or the courier using the available shipment details.

Where FAZL has arranged or expressly facilitated a delivery, users may contact FAZL support for assistance with the relevant shipment.

A delivery may fail because the buyer is unavailable, the address is incorrect, the phone number is unreachable, access is restricted, or another delivery issue arises.

Where delivery fails:

1. The buyer and seller should communicate to confirm the reason.
2. A further delivery attempt or collection arrangement may be agreed where available.
3. Any additional delivery charge should be communicated before the new arrangement is confirmed, where practicable.
4. If the parcel is returned to the seller, the parties should agree on the next steps, subject to the original transaction terms and applicable law.

FAZL does not guarantee a specific number of delivery attempts unless that number is expressly stated for a particular delivery service.

A failed delivery does not automatically entitle the seller to retain the full purchase price where a refund is required by law or the applicable agreement.

If a parcel arrives visibly damaged, appears to have been tampered with, contains the wrong product, or is missing an item, the buyer should notify the seller promptly.

The buyer should, where reasonably possible:

• Photograph the outer packaging and the affected product.
• Retain the packaging and shipping label.
• Record the tracking number and delivery date.
• Describe the problem clearly to the seller.
• Follow any reasonable evidence or claim procedure required by the courier.

The seller should cooperate in investigating the complaint and should provide the appropriate remedy where required by the transaction terms or applicable law.

If a courier may be responsible for loss or damage, the seller or the party that booked the shipment should ordinarily raise a claim with that courier, subject to the courier’s terms and applicable law.

FAZL may assist with communication where appropriate but cannot guarantee that a courier will approve a claim or compensate a user.

Nothing in this section removes a buyer’s legal rights against the seller or any other party responsible under applicable law.

If a shipment appears to be lost or substantially delayed, the buyer should contact the seller and provide the available tracking information.

The seller or the party responsible for booking the courier should make reasonable inquiries with the courier.

If the product is confirmed as lost or not delivered, the seller and buyer should follow the applicable cancellation and refund process. Where FAZL or a payment partner handled the payment, the relevant payment procedure will also apply.

FAZL is not automatically liable for a shipment arranged independently by a seller or buyer. This does not exclude any liability that applicable law imposes on FAZL or another responsible party.

A buyer and seller may agree that the buyer will collect a product directly from the seller’s shop, business premises, or another mutually agreed location.

Before collection, the parties should confirm:

• The collection address and time.
• The product’s availability.
• Any outstanding payment.
• Any identity or order verification reasonably required for a secure handover.

Buyers should inspect the product where reasonably possible before accepting it.

The seller should keep reasonable evidence of handover, such as a collection confirmation, receipt, or order reference, where appropriate.

Collecting a product does not automatically remove any applicable warranty, consumer-protection right, or right to a remedy for a defect that could not reasonably have been identified at collection.

Cash on Delivery (“COD”) is available only where the seller or the relevant courier explicitly offers it.

FAZL does not guarantee that COD will be available for every seller, product, city, or order.

Before confirming a COD transaction, the buyer should verify the total amount payable, including shipping and other disclosed charges.

The buyer should follow the courier’s payment and parcel-acceptance procedure. Any inspection before payment depends on the courier’s rules and the applicable delivery arrangement.

If COD is unavailable, the buyer and seller must agree on another lawful payment method before proceeding.

International shipping is available only where the seller, destination country, courier, and relevant transaction arrangements support it.

Before agreeing to an international shipment, the buyer and seller should confirm:

• Whether the seller ships to the destination country.
• The estimated delivery timeframe.
• International shipping charges.
• Customs duties, import taxes, and clearance fees.
• Any import restrictions or documentation requirements.
• The process for handling a lost, damaged, or returned international parcel.

International shipments may be inspected by customs authorities and must comply with applicable export laws, destination-country import rules, and carrier requirements.

Unless the parties expressly agree otherwise, import duties and destination-country taxes are the responsibility of the party legally liable for them. Any such allocation between buyer and seller cannot override a legal obligation imposed on a particular party.

Customs clearance may delay delivery. FAZL does not control customs authorities and cannot guarantee clearance or a specific delivery date.

If a parcel is refused, detained, returned, or seized due to prohibited goods, inaccurate declarations, missing documentation, or other compliance issues, the responsible party’s obligations will be determined by the transaction terms and applicable law.

Sellers must not arrange the shipment of goods prohibited by applicable law or the selected courier.

Products may be subject to special restrictions or documentation requirements, including hazardous materials, regulated products, certain food or biological products, controlled goods, counterfeit items, and other restricted categories.

The seller is responsible for verifying that a product can lawfully be shipped through the chosen delivery method and into the destination jurisdiction.

FAZL may remove listings, restrict transactions, or request further information where a shipment appears to violate applicable law or Platform rules.

Not every listing on FAZL involves a physical product.

Service providers may use FAZL to advertise services, publish Vibe videos, communicate with customers, receive inquiries, and arrange appointments.

For services that do not involve physical shipment, this Shipping Policy does not create a courier or delivery obligation.

The provider and buyer are responsible for confirming the service location, appointment time, service scope, access arrangements, and any travel or visit charges.

If a service includes delivery of physical goods or equipment, the parties should agree on those arrangements separately.

For seller-arranged or independently arranged shipments, FAZL may help users communicate, review a complaint, or direct the relevant party to the seller or courier.

For a delivery service expressly arranged through FAZL or an authorized logistics partner, FAZL may provide support according to the terms of that specific service.

FAZL does not guarantee the actions, delivery times, service quality, or compensation decisions of an independent courier.

FAZL may investigate credible reports of repeated delivery fraud, false tracking information, misrepresentation, or other violations of Platform rules and may take proportionate action.

Users retain any rights they have under applicable law to raise complaints with a courier, payment provider, consumer-protection authority, regulator, or competent court.

Shipping-related complaints may also be subject to FAZL’s Refund, Return and Cancellation Policy.

Shipping charges are not automatically refundable in every situation. Their treatment depends on the reason for cancellation or return, the disclosed terms, the delivery arrangement, and applicable law.

Where a seller fails to deliver a product, supplies an incorrect item, or provides a damaged or materially misdescribed product, any legally required refund or other remedy must be provided.

Nothing in this Shipping Policy limits a buyer’s mandatory rights under applicable consumer-protection law.

To the maximum extent permitted by applicable law, FAZL is not responsible for independently arranged shipping, courier delays, or delivery failures that FAZL did not arrange, control, or expressly accept responsibility for.

FAZL does not automatically take possession or ownership of products listed by independent sellers.

Nothing in this Policy excludes or limits any liability that cannot legally be excluded or limited, including any responsibility imposed directly on FAZL by applicable law or an express delivery-service agreement.

FAZL may update this Policy to reflect changes in its marketplace, delivery features, courier arrangements, or legal requirements.

The latest version will be published through the App or an official FAZL channel. Where required by law, FAZL will provide notice of material changes.

For shipping questions, delivery disputes, missing parcels, or other delivery-related concerns, users should contact the seller first unless the transaction was expressly arranged through a FAZL-supported delivery service.

Users may also contact FAZL through the official support details displayed in the App or on FAZL’s official website.

Please include the relevant listing, transaction reference, tracking number if available, delivery address details sufficient to identify the shipment, and a description of the problem.