Restaurant Partner Agreement

1. What Niwalo provides

• Listing of the Partner's menu on niwalo.pk and the Niwalo app.
• Order taking, customer payment collection (card, wallet and cash on delivery) and customer support.
• Delivery by Niwalo riders, unless agreed otherwise in writing.
• A partner dashboard: live orders, opening hours, pause, sold-out switches, sales reports and payout statements.

2. Commission and fees

• 25% commission on the food subtotal of each completed order (excluding delivery fees, rider tips and taxes), plus Punjab sales tax on the commission at the rate in force (currently 16%). Niwalo issues a tax invoice for its commission every week; registered Partners may be able to claim this tax as input tax.
• Onboarding / listing fee: 100% discount for restaurants that join before 31 December 2026.
• Customer promotions run by Niwalo (for example, first-order free delivery) are paid by Niwalo. Discounts the Partner chooses to offer are paid by the Partner.
• Commission changes require at least 30 days' written notice by email or in the dashboard.

3. Payouts

• Weekly, every Monday, by bank transfer for the previous Monday–Sunday.
• Each payout = food sales of completed orders − commission − sales tax on the commission − any approved refunds or adjustments for that week.
• Payouts are made only by bank transfer to an account (IBAN) in the Partner's business or owner's own name. Niwalo pays the bank transfer charges. Niwalo isn't responsible for transfers to incorrect details the Partner provided.
• Pick-up orders paid in cash at the restaurant: the Partner keeps the cash, and Niwalo sends a weekly invoice for the commission and its sales tax, payable within 7 days.
• A statement listing every order is available in the dashboard, with CSV and PDF download.
• Tax is withheld where the law requires (for example, under the Income Tax Ordinance / FBR rules), and a certificate is provided.
• Disputed amounts can be held until the dispute is resolved, for no longer than 30 days.

4. Orders, preparation and quality

• The Partner accepts or rejects each new order promptly and sets an honest preparation time.
• Food must match the menu description, price and photos, be properly packed and sealed, and be ready by the promised time.
• Menu prices on Niwalo must not be higher than the Partner's in-store prices unless clearly disclosed.
• Items that run out must be marked sold out straight away, and the restaurant paused when it can't take orders.

5. Cancellations and refunds

• Before the Partner accepts: the customer may cancel free of charge. No cost to the Partner.
• Rejected by the Partner: no cost to the Partner, but frequent rejections affect ranking (see section 8).
• Cancelled after the Partner accepts, with no one at fault (for example, the customer cancels after cooking starts): the food cost is split 50/50 between the Partner and Niwalo.
• Partner at fault (wrong or missing items, quality or hygiene problems, very late preparation): the Partner bears the refund.
• Rider or Niwalo at fault (for example, food damaged or lost in delivery, platform error): Niwalo bears the refund, and the Partner is paid in full.
• Refund decisions follow Niwalo's published Refund & Cancellation Policy. The Partner can dispute a decision within 7 days with evidence (photos, receipts).

6. Chargebacks and fraud

• Card chargebacks are handled by Niwalo with the payment provider. Where the cause is the Partner's fault, the amount can be deducted from the next payout, with evidence shared.
• Suspicious orders can be rejected with the "Suspicious order" reason, at no cost to the Partner.

7. Food safety and legal compliance

• The Partner holds and keeps a valid food authority licence (for example, Punjab Food Authority) and follows all hygiene, labelling and allergen rules.
• The Partner is responsible for its own taxes, including sales tax registration where applicable.
• Prohibited: alcohol, pork products, expired or unsafe food, and any item illegal in Pakistan.

8. Performance standards

• Niwalo tracks rejection rate, time offline during listed hours, late preparation and ratings.
• Restaurants with strong performance get better placement. Repeated problems can lead to lower ranking, a warning, or temporary suspension after notice.

9. Suspension and ending the agreement

• Either side may end this agreement with 7 days' written notice. Amounts owed are settled in the next payout.
• Niwalo may suspend a listing immediately for food-safety risks, fraud, illegal items, or serious and repeated customer complaints, with the reason given in writing.

10. Content, data and privacy

• The Partner allows Niwalo to use its name, logo, menu and photos to list and promote it on Niwalo.
• Customer details shared for delivery may only be used to fulfil that order, as set out in our Privacy Policy.

11. Liability, law and disputes

• Each party is responsible for its own acts. Neither is liable for indirect losses.
• This agreement is governed by the laws of Pakistan. Disputes are first raised with partner support, then resolved by the courts of Lahore, Punjab.

12. Contact

Partner support (24/7): WhatsApp/phone 0303-438-1111 · hello@niwalo.pk