These Terms of Use are the agreement between you and Karwaan. They explain how the marketplace works, what you can expect from us, from sellers and from couriers, and what we expect from you. We have tried to write them so that they describe what Karwaan actually does. Please read them before you create an account, place an order or open a shop.
1. About these Terms
1.1 Who we are. Karwaan ("Karwaan", "we", "us") runs an online marketplace for Afghanistan. These Terms cover everything we offer under the Karwaan name: the website at karwaan.io, the wholesale storefront at wholesale.karwaan.io ("Karwaan Wholesale"), the Karwaan mobile app, and the seller console that shops use to run their business on Karwaan (together, "the Service").
1.2 Agreeing to these Terms. You accept these Terms when you create an account, or when you use the Service without an account. When you accept, we record which version of these Terms you were shown, when you accepted, and the device, app or browser and network address you accepted from, so that either of us can later show what was agreed.
1.3 Other documents. Our Privacy Policy explains how we handle personal information and forms part of these Terms. What a listing, a checkout page, a coupon or a seller plan tells you at the time you act also applies to that listing, order, coupon or plan.
1.4 Acting for a business. If you use the Service for a shop, a company or another organisation, you confirm that you are authorised to accept these Terms on its behalf, and "you" includes that organisation.
1.5 Languages. These Terms are published in Dari, Pashto and English. The three versions are intended to have the same meaning.
2. Words we use
- Buyer: anyone who browses Karwaan or places an order on it.
- Seller or shop: a business or individual that lists goods for sale on Karwaan through the seller console. A shop trades either as a retail shop or, once approved, as a wholesale shop.
- Listing: a seller's offer to sell a product at a stated price and on stated terms.
- Order: everything you buy in one checkout. Parcel: the part of an order that one shop sends. An order with items from three shops travels as three parcels.
- Courier: the person who carries a parcel from a shop to your door.
- Cash on delivery: paying the courier in cash, in afghanis, when a parcel is handed to you.
- Store credit: money held in your Karwaan account that can be spent on Karwaan (see section 13).
3. Your account
3.1 Age. You must be at least 18 years old to hold a Karwaan account, whether a buyer account or a business account. We ask the account holder for their date of birth (section 3.2), and an account cannot be used until a date of birth showing that its holder is 18 or over is on file. If we learn that an account belongs to someone under 18, we close it.
3.2 Creating an account. You can create an account with your name, mobile number, email address, password and date of birth; with a one-time code sent by SMS to your mobile number; or with Google or Apple sign-in. If you use the email form, we ask for your date of birth before the account is created. If you use a phone code or Google or Apple, the account is created at your first sign-in and we ask for your date of birth before you can use it. Anyone whose account was opened before we asked for a date of birth is asked the next time they sign in. We confirm email addresses with a link and phone numbers with one-time codes. A business account is for the adult, at least 18 years old, who will own and run a shop; that person gives their own date of birth when opening it and adds the shop's details in the seller console afterwards.
3.3 Accurate information. The information you give us must be true and kept up to date, in particular your phone number and delivery addresses, because couriers depend on them.
3.4 Keeping your account secure. An account belongs to one person. Do not share your password or any code we send you. You can add an authenticator app as a second sign-in step. Tell us straight away at support@karwaan.io if you think someone else has used your account. You are responsible for what happens in your account unless it was caused by our failure to keep the Service secure.
3.5 Changing your phone number. You can move your account to a new number after confirming codes sent to both numbers. If you have lost access to your old number, our support team can move your account after checking evidence that it is yours.
4. How Karwaan works
4.1 Karwaan is a marketplace. The goods on Karwaan are sold by independent sellers. When you buy, the contract of sale for each parcel is between you and the seller of that parcel. The seller is responsible for the goods: that they match the listing, are lawful to sell, are safe and are what they claim to be. Karwaan provides the marketplace, arranges delivery with courier partners, collects the cash you pay on the seller's behalf and pays it out to the seller, and runs the cancellation, return and claim processes described in these Terms.
4.2 Several sellers, one product. Several sellers can offer the same product. A product page shows one offer first, chosen from factors such as price, delivery, availability and the seller's record, and lets you see every other offer. You always see which seller you are buying from.
4.3 Sponsored products. Sellers can pay for their products to be shown in certain places. Those products are labelled "Sponsored".
4.4 Recommendations. We suggest products based on what you and other shoppers view and buy. The Privacy Policy explains how.
4.5 Availability. Listings can change or be withdrawn at any time until an order is placed. We deliver only to districts where we have courier coverage, and we tell you before you order if we cannot reach yours.
5. Prices, fees and taxes
5.1 Prices. Prices are in Afghan afghanis and are set by sellers.
5.2 What you pay. Before you place an order, the checkout shows the price of your items; the delivery charge, which is charged per shop because each shop's parcel travels separately and which may be free above a threshold we show you; a cash-handling fee on cash-on-delivery orders, which is not charged when you pay the whole order with store credit; any discount; and any cash rounding adjustment. The total you see when you place the order is the total you pay. Nothing is added at the door.
5.3 Taxes. Prices include any Business Receipts Tax that the seller owes on the sale. No tax is added on top of the price you see.
5.4 If a price changes while you check out. If the total, a price or a discount changes after you were shown it and before you place the order, and the change would make you pay more, we stop and show you the new figures before anything is placed. If the change would make you pay less, you pay the lower amount.
5.5 Mistakes in a listing. If a listing carries an obvious pricing mistake, the seller may cancel the affected parcel before it is dispatched. You pay nothing for a cancelled parcel.
6. Placing an order
6.1 Your delivery address. An address on Karwaan has a province, a district, the area, landmark directions and a contact phone number. You can also pin the exact door on a map. The app asks for your device's location only when you choose to pin your address, and only while the app is open.
6.2 Confirming by code. To place an order, we send a one-time code by SMS to the phone number on the delivery address, and you enter it at checkout. This proves the number is real and that someone is waiting for the parcel.
6.3 Limits and checks. Because cash-on-delivery orders are handed over before they are paid for, there is a limit on the total value of cash-on-delivery orders you can have outstanding at once, and we may refuse an order that would take you over it. We also run automated and manual checks to prevent fraud and wasted deliveries, and we may hold an order for review or decline it.
6.4 Seller acceptance. After you place an order, each seller must accept their parcel. The contract of sale for a parcel is made when the seller accepts it. If a seller does not accept within the time we allow (currently 24 hours, not counting the marketplace's rest days and public holidays), we cancel that parcel and tell you.
6.5 Seller cancellations. Before dispatch, a seller may cancel a parcel only for a stated reason: the item is out of stock, the stock is damaged, the listing carried a pricing mistake, the seller cannot meet the delivery date you were given, or another reason the seller must record. We tell you when this happens.
7. Paying for your order
7.1 Ways to pay. You can pay:
- Cash on delivery, the usual way. You pay nothing when you order. You pay the courier the exact total shown for the parcel, in afghanis, when it is handed to you. If your order comes from several shops, each parcel may arrive separately and is paid for when it arrives.
- Store credit. The whole order total is taken from your store credit when you place the order, no cash-handling fee is charged, and there is nothing to pay at the door.
- Store credit and cash together. You can put part of your store credit towards a cash-on-delivery order. The checkout shows the amount taken from your store credit when you place the order and the smaller amount you pay the courier. The order is still a cash-on-delivery order, so the cash-handling fee applies.
We do not take card or bank payments at checkout.
7.2 Pay only what the app shows. Pay only the courier delivering your Karwaan parcel, and only the amount shown in your order. Do not pay anyone who asks for more, or who asks you to pay outside Karwaan.
7.3 Receipts. A receipt for each order is available in your account.
8. Delivery
8.1 Delivery dates. Delivery dates are estimates. They depend on how long the seller takes to prepare the parcel and on courier availability in your district.
8.2 What the courier sees. To deliver your parcel, the courier is given your name, phone number, delivery address, landmark directions, any delivery note and the amount to collect. The courier may call you to find your door.
8.3 Tracking. While a parcel is out for delivery, we show you the courier's first name, a description of the vehicle and its position on a map.
8.4 Handover. At the door the courier may ask for a delivery code that we give you, and may photograph the handover as proof of delivery. Give the code only when you have the parcel in your hands.
8.5 Missed deliveries. If the courier cannot deliver, another attempt is usually scheduled, up to three attempts in all. If the parcel still cannot be delivered, it is returned to the seller and you owe nothing for it.
8.6 Correcting delivery details. You can correct the address details and landmark directions of an order within the same district from the order page. If a courier is already carrying the parcel, the correction may not reach them in time; the order page tells you whether it did, and we tell the shop. You cannot move an existing order to another district or change its phone number. To do that, cancel and order again.
9. Refusing a parcel at the door
9.1 You may refuse a parcel at the door. You pay nothing for a refused parcel, and it goes back to the seller. If part of the parcel was paid with store credit or Karwaan Coins, that part is returned to your account.
9.2 A refused parcel costs a full delivery trip there and back. If you no longer want a parcel, please cancel it before it is dispatched (section 10). We keep a record of refused deliveries, and a history of refusals may lead to your cash-on-delivery orders being reviewed or limited.
9.3 A refused parcel cannot be returned afterwards, because it was never delivered. If you accept a parcel and then find a problem, use a return (section 11) or a claim (section 12).
10. Cancelling an order
10.1 Before dispatch. You can cancel any parcel that has not yet been dispatched, free of charge, from the order page. You choose which parcels to cancel and can keep the rest of the order.
10.2 After dispatch. Once a parcel has been dispatched it can no longer be cancelled. You can refuse it at the door (section 9) or return it after delivery (section 11).
10.3 Coupons and store credit. A coupon used on a cancelled order may be released so that you can use it again, within the coupon's own rules. If you paid all or part of the order with store credit, the store credit for a cancelled parcel is returned to your store credit, and Karwaan Coins used on it are given back (section 13.4); if they do not appear, contact support.
10.4 Cancellations by Karwaan. We may cancel a parcel before dispatch if we suspect fraud, if it breaks these Terms or our policies, if it cannot be delivered, if it duplicates another order, or if it was created in error. We tell you when we do.
11. Returns and refunds
11.1 Asking for a return. Once a parcel has been delivered and paid for, you can ask to return items from it through the order page, within the return period shown on the listing. You choose a reason: damaged, wrong item, not as described, missing parts, changed my mind, arrived late, or other. You can add photos. Only one return can be open on a parcel at a time.
11.2 What happens next. The seller reviews your request and authorises or rejects it. If it is authorised, a courier collects the items, and the items are inspected when they arrive. For each item you are told the outcome: accepted, rejected or not received. You can withdraw your request until the items are collected.
11.3 How much you get back. For each accepted item you get back what you actually paid for it, including its share of the delivery charge and after any discount. If the reason for the return is damaged, wrong item, not as described or missing parts, the seller pays for the collection. For other reasons (changed my mind, arrived late, other), the cost of collecting the items may be deducted from your refund, and the return page shows that amount.
11.4 How you are paid. Refunds are paid in cash at an agreed location, by hawala, by bank transfer or as store credit. The return page shows the refund's status, the amount, the method, a reference number and, where you need to collect the money, where and when. Refunds are approved by our staff before they are paid. If a transfer fails, the amount is still owed to you and we will try again. If the order was paid partly with store credit, the matching part of the refund goes back to your store credit and only the rest is paid by the method shown; the return page shows both amounts.
11.5 If the seller rejects your return, or you disagree with the inspection, you can open a claim (section 12).
11.6 Wholesale orders can be returned only for a problem with the goods: damaged, wrong item, not as described or missing parts (section 14).
11.7 Your legal rights. Nothing in these Terms takes away any right you have under Afghan law that cannot be excluded by agreement.
12. Claims
12.1 What a claim is for. A claim asks Karwaan to decide a problem that a cancellation or a return cannot fix: a parcel marked delivered that you never received, a return the seller rejected that you believe should be accepted, goods that are damaged, not as described or have items missing, goods you returned without being refunded, or another problem with a parcel.
12.2 Opening a claim. You can open a claim from the order page once a parcel has been dispatched. Only one claim can be open on a parcel at a time.
12.3 How we decide. We may ask you and the seller for information, such as photos, and you can exchange messages inside the claim. A member of our team then decides. If we agree with you, we award a refund for the amount we decide and pay it as described in section 11.4. If we do not, we tell you the reason. A decided claim is not reopened, but you can open a new claim if you have new evidence.
12.4 Withdrawing. You can withdraw a claim until our team starts to review it.
12.5 Who bears the cost. We decide separately whether the seller, the courier or Karwaan bears the cost of a refund we award. That decision does not reduce what you receive.
13. Store credit, gift cards, coupons and rewards
13.1 Store credit. Store credit is money held in your Karwaan account. It comes from refunds paid as store credit, from claim awards, from gift cards you redeem, from change you ask a courier to add to it when you pay in cash, from invitation rewards paid as store credit (section 13.5) and from adjustments our team makes. You can use it to pay the whole total of an order, or put part of it towards a cash-on-delivery order (section 7.1). It cannot be withdrawn as cash through the Service and it earns no interest. Your account shows every movement on it.
13.2 Gift cards. A gift card bought on Karwaan becomes active when its order is paid for: when the courier collects the cash, or at once if you paid with store credit. The code is shown once, to the person who holds the card, who is the recipient if you named one, otherwise you. Treat the code like cash: anyone who has it can redeem it, and redeeming adds the full value of the card to that person's store credit. Karwaan gift cards do not expire. We may cancel a card that has not been redeemed if it was obtained by fraud or in error.
13.3 Coupons. Coupons are issued by Karwaan or by sellers and carry their own conditions, such as a minimum spend, dates, a limit per person or a total budget. One coupon can be used per order. A coupon is checked again when you place the order; if it can no longer be applied, we tell you rather than charge you more. Coupons have no cash value, some expire, they do not apply to wholesale listings, and we may withdraw them if they are misused.
13.4 Karwaan Coins. Karwaan Coins are a reward we give you, not money you have paid in. You earn them on goods that are delivered to you and kept, at the rate shown on your Karwaan Coins page; delivery charges and fees earn nothing, and wholesale orders earn nothing unless that page says so. Coins earned on an order are pending until its return period has closed with no return open, and then become available. At checkout you can use available coins as a discount on retail items that are not on a deal price, within the minimum and the maximum per order that the checkout shows; each coin is worth the amount shown on your Karwaan Coins page. Available coins expire on the date shown beside them in your account, and we remind you before they do. If goods that earned coins are refunded, those coins are taken back. If a parcel on which you used coins is cancelled, refused, returned undelivered or refunded, the coins used on it are given back. Coins have no cash value: they cannot be exchanged for cash or for store credit or transferred to anyone else, and they end when your account is deleted or closed. We may change the earning rate, the value of a coin, the limits and the expiry period; the current figures are always on your Karwaan Coins page, and coins already available keep the expiry date shown beside them. We may take back coins obtained by fraud, by mistake or in breach of these Terms.
13.5 Inviting friends. Every account has an invitation code. A new customer can enter one friend's code, once, within the period after joining shown on the invitation page and before they have a delivered order. When their first order at or above the amount shown on the invitation page is delivered and kept past its return period, you and they each receive the reward shown there, in Karwaan Coins or in store credit. You are rewarded for a limited number of invitations, shown on the invitation page; your friend is still rewarded after that. You cannot use your own code or invite another account of your own. To prevent abuse we compare the device, phone numbers and delivery addresses of the two accounts; a match holds the reward for review by our team, who may refuse it. Your invitation page shows each friend who used your code by their initials and the status of the invitation, and nothing else about them. An invitation that does not lead to a qualifying order within the period we set expires. We may change the rewards and conditions for future invitations, or end the programme, and we tell you before we do.
14. Karwaan Wholesale
14.1 Where it is available, Karwaan Wholesale lets you buy in bulk from shops that we have approved as wholesale shops. It uses the same account, cart and payment methods as the rest of Karwaan.
14.2 Order terms. Wholesale listings can set a minimum order quantity (never lower than the minimum we set for the category), a quantity step, lower unit prices at higher quantities, shop discounts and bundle offers. Your cart applies these rules. If one shop's items in your cart do not meet that shop's rules, those items cannot be ordered until they do, but items from other shops can.
14.3 Delivery and limits. Wholesale parcels travel in larger vehicles. The delivery charge is calculated per shop from the weight of the parcel, up to a maximum, and may be free above a per-shop threshold shown at checkout. A separate limit applies to the value of wholesale cash-on-delivery orders you can have outstanding.
14.4 Discounts that stop. A seller's wholesale offers can end, for example when the seller's plan ends. If that happens while you check out, the protection in section 5.4 applies.
14.5 Returns. Wholesale items can be returned only for a problem with the goods, as described in section 11.6.
15. Reviews, questions, messages and photos
15.1 Reviews. You can review products and sellers from parcels that were delivered to you and paid for. Reviews must be honest and about your own experience. Your review is shown with your first name, and the seller may reply publicly.
15.2 Courier ratings. You can rate the courier who delivered your parcel within 14 days of delivery. Ratings are anonymous and have no written comment.
15.3 Questions. Questions and answers on product pages are public.
15.4 Messages with sellers. You can message a seller about a product or an order. Messages are automatically checked for phone numbers and other contact details, and a flagged message may be read by our moderation team, because deals arranged outside Karwaan are not protected by these Terms. You can block a person you do not wish to hear from.
15.5 Reporting. You can report a review, a message or a conversation for abuse, hate speech, violence, self-harm, sexual content, a scam, an attempt to trade outside Karwaan, sharing personal information, spam or another reason. We may remove or hide content that breaks these Terms and may act against the account that posted it.
15.6 Your rights in your content. You keep ownership of the reviews, questions, answers, messages and photos you post. You give Karwaan a non-exclusive, royalty-free, worldwide licence to host, store, reproduce, translate, adapt for display and show them for as long as is needed to run and promote the Service and to keep the records we need. If you delete your account, reviews you wrote may remain without your name.
16. Rules of conduct
When you use Karwaan you must not:
- give false information, or pretend to be another person or business;
- place orders you do not intend to accept, or misuse cancellations, refusals, returns, claims, coupons or gift cards;
- abuse, threaten or harass couriers, sellers, other users or our staff;
- arrange to complete a sale outside Karwaan in order to avoid its fees or processes;
- write fake reviews or ratings, or manipulate rankings, prices or advertising, including by clicking on sponsored products to use up a competitor's budget;
- post unlawful, abusive or deceptive content, or other people's personal information;
- infringe anyone's intellectual property;
- copy the Service or its data with automated tools, interfere with its operation or security, or get around its limits and protections;
- break Afghan law.
17. Selling on Karwaan
This section applies to sellers in addition to the rest of these Terms.
17.1 Opening a shop and verification
To sell, you open a business account, add your business details in the seller console, and submit the documents we ask for. We ask for proof of identity (your tazkira), and we may also ask for a business licence, a tax identification number, bank or hawala account details and proof of address. Documents must be genuine and current. A person at Karwaan reviews your shop before anything goes on sale, and we may reject a document, ask for it again when it expires, or refuse a shop. Buyers see your shop's name, description and ratings; they do not see your legal name, tax number or private contact details.
17.2 Listings
You must have the right to sell what you list, and your listings must be accurate and complete: title, images, attributes, condition, price, stock, the time you need to prepare a parcel, and the return period. You must not list goods that are illegal, counterfeit, unsafe, or that infringe another person's rights, and you must not price against an emergency or list a product against the wrong product page. We may take down a listing for any of these reasons, or when the law requires it, and we tell you why. You give Karwaan a non-exclusive, royalty-free, worldwide licence to use, translate and adapt your listing content to run and promote the Service. Content you add to a product page that other sellers also sell on may be shown beside their offers.
17.3 Orders and dispatch
You must accept or cancel each parcel within the time we allow (section 6.4), otherwise we cancel it. Cancel only for a true reason from the list in section 6.5. Prepare, pack and label accepted parcels and have them ready for the courier within the preparation time on your listing. Keep your opening hours and holidays up to date, and pause orders when you cannot fulfil them.
17.4 Returns and claims
Respond to return requests promptly; accept returns in line with the terms on your listing, these Terms and the law; and inspect returned items honestly. You pay for collecting items returned as damaged, wrong, not as described or with parts missing. Respond to claims when we ask. Our decision on a claim is final within the Service, and a refund awarded against you is deducted from your balance (section 17.5). This does not stop you from pursuing any right you have under Afghan law.
17.5 Money: collection, settlement and payouts
- Collection. Couriers collect the price of your parcels in cash on your behalf. Karwaan holds that money for you until it is paid out under this section.
- What Karwaan keeps. Delivery charges and cash-handling fees paid by buyers belong to Karwaan.
- Settlement. Your settlement statement starts from the price of the goods you sold and deducts, line by line: Karwaan's commission, at the rate in force when each order was placed (for wholesale sales, calculated after your shop's discounts); any cash shortfall, where a courier collected less than was due on your parcel (refused parcels are excluded); refunds awarded to buyers on your sales; and a reserve, which holds back a share of your proceeds for a period to cover returns and is released afterwards. Advertising charges and any tax withheld under section 17.6 are also deducted from your balance. Each line shows its rate and its reason.
- Payouts. You are paid only for cash that has actually been collected and reconciled. We pay out by bank transfer, hawala or cash, to the details you give us, which must be correct. A minimum payout amount may apply. We may hold a payout while we look into suspected fraud or a dispute. Any correction we make appears on your statement as a separate line.
17.6 Business Receipts Tax
If your shop is assigned a Business Receipts Tax band, Karwaan may withhold the amount for that band from your proceeds. This withholding is a collection agreed between you and Karwaan. It does not replace your own obligations under Afghan tax law to register, file returns and pay tax, and you remain responsible for them. The tax documents available in the seller console show what was withheld.
17.7 Seller plans
- Every shop starts on the free plan for its type. Paid plans add tools, such as more team seats, more advertising campaigns, larger listing imports and wholesale offers. They never change the price of an order or your commission.
- Paid plans are bought in cash at a Karwaan office. The plan starts when our staff record your payment, and a second member of staff then checks the record. If a payment is found to have been recorded in error, it is voided and the plan time it bought is removed.
- A plan lasts 30, 90, 180 or 365 days and ends at midnight Kabul time. If you renew early, the new time is added after your current term, so you lose nothing.
- The plan you paid for stays as it was when you bought it until the term ends, even if we change that plan later.
- When a term ends, you keep your paid features for a grace period (currently seven days). After that your shop returns to its free plan. Nothing is deleted: anything above the free limits is frozen until you renew.
17.8 Advertising
You can pay to promote your products as sponsored products. Placements are sold by auction and charged per billable click, never at more than your bid and within the daily budget you set. We issue invoices for advertising, and charges are deducted from your balance. If we find that a click we charged for was invalid, we credit it back with a credit note. We may refuse or pause a campaign that breaks these Terms.
17.9 Wholesale shops
A shop becomes a wholesale shop only after you ask and we approve it; we currently require at least your identity document and business licence. Wholesale listings must follow the minimum order quantity we set for their category, which you may raise but not lower. Wholesale returns are accepted only for a problem with the goods.
17.10 Your team
You can invite staff to help run your shop. You are responsible for everything they do in the seller console. The number of seats depends on your plan, and staff above your plan's limit can view but not act.
17.11 Account health and enforcement
We measure how your shop performs, including on-time dispatch, cancellations, returns, claims and buyer feedback, and show you the results in the seller console. If your shop breaks these Terms we may warn you, take down listings or suspend the shop, for example for counterfeit goods, fraud, failing to deliver, prohibited items, repeated breaches of our policies, misrepresenting your identity, or because the law requires it. We tell you the reason. You can ask us to review the decision by writing to support@karwaan.io, and a shop suspended by mistake is reinstated.
18. Couriers
Deliveries are carried out by courier partners dispatched through the delivery platform that Karwaan uses. Couriers are registered and checked through that platform and agree to its terms. Please treat couriers with respect. If a courier behaves badly, or a parcel was marked delivered but did not reach you, contact support or open a claim.
19. Messages we send you
We send you messages that the Service needs, by SMS, push notification, email and inside the app: sign-in and order codes, order and delivery updates, returns, refunds and claims, and account security. You cannot turn off codes or security messages. You can choose, per type and per channel, which other notifications you receive, and set quiet hours. We send marketing only if you allow it, and every marketing email has an unsubscribe link.
20. Privacy, your data and cookies
20.1 Our Privacy Policy explains what personal information we collect, why, who we share it with, and how long we keep it. In short: to run the Service we use your account details, your addresses and any map pin, your orders and payments, your messages, reviews and photos, and information about your device. For sellers we also use verification documents and payout details. Sellers and couriers receive what they need to fulfil and deliver your orders, and we use service providers for hosting and storage, text messages, email, push notifications, maps and sign-in. The mobile app also includes Google's advertising software (AdMob); the Privacy Policy explains what it collects, how we ask for your consent and how to turn off personalised advertising.
20.2 You can download a copy of your data from your account, and you can make a privacy request in the Privacy section of your account.
20.3 Our website uses its own cookies to keep you signed in, remember your cart, language and delivery district, show items you recently viewed, and remember a gift registry you are buying from. It does not use third-party advertising cookies. Details are in the Privacy Policy.
21. Intellectual property
The Karwaan name and logo, the design of the Service and its software belong to Karwaan or to those who license them to us. You may use the Service only to buy, sell and use it as these Terms allow. If you believe something on Karwaan infringes your rights, write to support@karwaan.io with the details, and we will look into it and remove content that infringes.
22. Suspension, closing and deleting your account
22.1 Deleting your account. You can delete your account at any time: in the app (You, then Settings), on the Delete Account page of our website, or by writing to support@karwaan.io from the email address on your account. Deletion happens straight away, signs you out on every device and cannot be undone. A parcel already on its way will still arrive, but the phone number it is routed to will stop working, so let open orders, returns and refunds finish first. Deleting an account removes your identity details, but some records are kept, as the Delete Account page and the Privacy Policy explain: order, cash and refund records are kept for as long as tax, accounting and anti-fraud rules require, and reviews may remain without your name.
22.2 Sellers. Money owed between you and Karwaan is still settled under section 17 after your shop stops trading.
22.3 Suspension by Karwaan. We may suspend or close an account, or limit what it can do, if it breaks these Terms, if we suspect fraud or a risk to other users, or if the law requires it. Where the law allows, we tell you why and how to ask us to look again. A suspended account cannot be used to sign in.
22.4 Sections of these Terms that by their nature should continue, such as those on money owed, content licences, responsibility and disputes, continue after an account is closed.
23. Our responsibility to you
23.1 We work to keep the Service available and accurate, but we cannot promise that it will always be uninterrupted or free of errors.
23.2 Sellers are responsible for the goods they sell. Karwaan's responsibility for a parcel is to run the cancellation, return and claim processes in these Terms fairly and to pay the refunds they award.
23.3 To the extent Afghan law allows, Karwaan is not responsible for indirect or consequential losses, such as lost profit or lost business, and our total responsibility for any claim about an order is limited to the amount you paid for that order.
23.4 Nothing in these Terms limits responsibility for fraud, for death or personal injury caused by negligence, or for anything else that the law does not allow to be limited.
23.5 We are not responsible for delays or failures caused by events outside our reasonable control, such as natural disasters, conflict, official action, or failures of power, telecommunications or roads.
23.6 Sellers are responsible for losses and claims arising from their goods, their listings and their breach of these Terms, and will compensate Karwaan for them.
24. Changes
24.1 Changes to the Service. We may change, add or remove features of the Service.
24.2 Changes to these Terms. When we change these Terms, we publish the new version with a new version date. If a change materially affects your rights, we ask you to accept the new version before you continue using your account. We keep a record of the versions you have accepted. Orders you placed before a change remain governed by the Terms that applied when you placed them.
25. Governing law and disputes
25.1 These Terms are governed by the laws of Afghanistan.
25.2 If you have a problem, contact our support team first. Most problems with an order are resolved through the cancellation, return and claim processes.
25.3 Any dispute that cannot be resolved that way will be decided by the competent courts of Afghanistan.
25.4 If any part of these Terms is found invalid, the rest remains in force. If we do not enforce a right straight away, we do not give it up. You may not transfer your rights under these Terms without our consent. These Terms, together with the documents referred to in section 1.3, are the whole agreement between you and Karwaan about the Service.
26. Contact us
- Help with an order, a return, a claim or your account: in the app, or at support@karwaan.io
- Account deletion and questions about your data: support@karwaan.io
- Our website: karwaan.io