Terms of Service

By accessing or using the Medaann platform at medaann.com (the "Platform"), creating an account, posting a product, submitting a query, or otherwise using any of our services, you agree to be bound by these Terms of Service ("Terms") and our Privacy Policy, which is incorporated herein by reference.

If you are using the Platform on behalf of a business, you represent that you have authority to bind that business to these Terms, and references to "you" include that business.

If you do not agree to these Terms, you must not use the Platform.

Medaann is a multi-vendor online marketplace operating in Pakistan that:

• Allows registered sellers to create a store and list products for sale.
• Allows registered buyers to browse products, post purchase queries, and place orders.
• Connects buyers and sellers through a built-in chat system.
• Provides sellers with a lead system through which they can discover and contact buyers who have posted matching queries.
• Offers sellers subscription plans with varying limits on products, leads, banner promotions, and message retention.

Medaann acts as a platform intermediary only. We are not a party to any transaction between a buyer and a seller, and we do not take custody of goods or process payments on behalf of either party. Payment for orders is arranged directly between the buyer and the seller, typically via bank transfer.

Eligibility You must be at least 18 years of age to use the Platform. By creating an account you represent that you meet this requirement.

Account creation You must provide accurate, current, and complete information when registering. You are responsible for maintaining the accuracy of your account information and for updating it promptly when it changes.

Account security You are responsible for keeping your password confidential and for all activity that occurs under your account. You must notify us immediately at support@medaann.com if you suspect unauthorised access to your account. We recommend enabling two-factor authentication.

One account per person Each individual or business may maintain only one active seller account and one active buyer account. Creating duplicate or fraudulent accounts is prohibited.

Account types — Buyer (Consumer): Can browse products, post queries, purchase leads, and place orders. — Seller (Vendor): Can create a store, list products, respond to buyer queries, manage orders, and run banner promotions. Seller accounts require identity verification before activation.

Application process To become a seller on Medaann you must submit a seller application including your full name, email, store name, business type, phone number, and city. You must also complete CNIC (national identity card) verification by submitting your CNIC number and a clear photo of your CNIC.

Approval All seller applications are reviewed by Medaann. We reserve the right to approve or reject any application at our sole discretion without being required to give a reason. Approval is not guaranteed.

Seller responsibilities As a seller you agree to:

• Provide accurate, complete, and up-to-date information about your products, including title, description, images, pricing, and stock levels.
• Only list products that you own, have the right to sell, and can lawfully supply within Pakistan.
• Fulfil orders promptly and communicate clearly with buyers about order status, dispatch, and delivery.
• Arrange and confirm payment collection with buyers directly. Medaann does not collect payments on your behalf.
• Comply with all applicable Pakistani laws relating to your products, business operations, and consumer rights.
• Not engage in deceptive pricing, fake stock indicators, or misleading product descriptions.

Seller fees The right to maintain a seller account and access platform features is subject to your active subscription plan. Plan fees, limits, and features are described on our Pricing page. Medaann does not charge a commission on individual sales.

Posting queries (leads) Buyers may post purchase queries to find sellers for specific products. When posting a query you must:

• Provide an accurate description of the product you are looking for, including relevant specifications, quantity, and budget.
• Include only genuine contact information (email and/or phone number) that you own and consent to share with sellers who purchase access to your query.
• Not post queries for prohibited, illegal, or counterfeit goods.

Placing orders When you place an order through the Platform you are entering into a direct agreement with the seller for the purchase of goods. Medaann is not a party to this agreement. You agree to:

• Pay the agreed amount to the seller via the agreed payment method (typically bank transfer) within a reasonable time.
• Provide an accurate shipping address.
• Communicate any issues with the order directly with the seller in the first instance.

Coins and lead access Buyers who purchase leads (if the coin/lead purchase feature applies to your account type) agree that coin purchases are non-refundable except where required by applicable law.

Order placement Placing an order on Medaann creates a direct contractual relationship between you (the buyer) and the relevant seller. Medaann facilitates the transaction but is not responsible for the performance of either party.

Payment Medaann does not process, hold, or facilitate payments between buyers and sellers. All payments are arranged directly between the buyer and the seller — typically via bank transfer to the seller's provided bank account details. Medaann has no visibility into whether payment has been made or received.

Fulfilment Sellers are responsible for packaging, dispatching, and delivering orders. Delivery timelines, shipping costs, and methods are determined by the seller. Buyers should confirm all such details with the seller before placing an order.

Disputes Any dispute regarding an order — including non-payment, non-delivery, damaged goods, or misrepresentation — is a matter between the buyer and the seller. Medaann may, at its discretion, assist in mediating disputes but is under no obligation to do so and accepts no liability for the outcome of any transaction.

Cancellations and returns Cancellation and return policies are set by individual sellers. Buyers should confirm a seller's policy before placing an order. Medaann does not operate a platform-level return or refund programme.

How leads work Buyers may post purchase queries ("leads") describing what they want to buy. Sellers can browse these leads and choose to unlock individual leads by spending coins from their monthly plan allowance. Unlocking a lead reveals the buyer's contact information so the seller can reach out directly.

Seller obligations on leads By purchasing access to a lead you agree to:

• Contact the buyer only regarding the specific query for which you purchased the lead.
• Not use the buyer's contact information for unsolicited marketing, spam, or any purpose unrelated to fulfilling that query.
• Treat the buyer's personal information with confidentiality and not share it with third parties.

Lead accuracy Medaann does not verify the accuracy of buyer queries. Sellers purchase leads at their own discretion. Coins spent on leads are non-refundable unless the lead contained demonstrably false contact information, in which case you may contact support@medaann.com within 48 hours of purchase.

Plan limits Lead purchase allowances are governed by your subscription plan. Unused lead allowances do not roll over to the next billing cycle.

Plans Medaann offers four seller subscription tiers: Free, Starter, Growth, and Pro. The features, limits, and pricing of each plan are set out on our Pricing page and may be updated from time to time with notice.

Billing Paid plans are billed on a monthly basis. By subscribing to a paid plan you authorise us to charge the applicable fee each month until you cancel or downgrade.

Upgrades and downgrades You may upgrade or downgrade your plan at any time from your seller dashboard. Changes take effect immediately. When upgrading, the new plan limits apply immediately. When downgrading, your account will be adjusted to the new plan's limits at the next billing cycle.

Cancellation You may cancel a paid plan at any time. Cancellation takes effect at the end of the current billing period. You will continue to have access to paid plan features until the period ends. We do not offer partial-month refunds unless required by applicable law.

Free plan The Free plan is available indefinitely with no time limit. Free plan users are subject to the limits described on our Pricing page, including automatic deletion of chat messages older than 30 days.

Changes to pricing We reserve the right to change subscription pricing with at least 30 days' notice. Continued use of a paid plan after a price change constitutes acceptance of the new pricing.

You must not use the Platform to:

• List, sell, or solicit counterfeit, stolen, illegal, or prohibited goods or services.
• Engage in fraud, misrepresentation, or deceptive practices towards other users or Medaann.
• Harass, abuse, threaten, or intimidate other users.
• Send spam, unsolicited marketing messages, or bulk communications through our chat system.
• Create fake accounts, post fake reviews, or manipulate ratings.
• Circumvent or attempt to circumvent any platform security measure, rate limit, or access control.
• Scrape, crawl, or systematically extract data from the Platform without our written permission.
• Use the Platform to launder money or facilitate financial crimes.
• Impersonate any person, business, or Medaann itself.
• Upload or transmit malicious code, viruses, or any content designed to harm users or the Platform.
• Use another user's personal information obtained through the lead system for any purpose other than responding to that specific query.
• Operate a competing marketplace or resell access to Platform features without written authorisation.

Violation of these prohibitions may result in immediate account suspension or termination, removal of content, and reporting to relevant authorities where required by law.

Your content You retain ownership of any content you upload to the Platform, including product images, descriptions, store branding, and chat messages ("User Content"). By uploading User Content you grant Medaann a non-exclusive, royalty-free, worldwide licence to display, reproduce, and distribute that content solely for the purpose of operating and promoting the Platform.

Your responsibilities You are solely responsible for your User Content. You represent and warrant that:

• You own or have the necessary rights to upload and use the content.
• Your content does not infringe the intellectual property rights, privacy rights, or any other rights of any third party.
• Your content is accurate and does not constitute false advertising or misrepresentation.

Medaann's intellectual property All Platform software, design, trademarks, logos, and content created by Medaann are our exclusive property or are licensed to us. You may not copy, reproduce, modify, or distribute any part of the Platform without our express written permission.

Takedown We reserve the right to remove any User Content that we determine, in our sole discretion, violates these Terms or is otherwise harmful to users or the Platform.

Buyers may leave reviews and ratings on products and sellers after completing an order. By submitting a review you agree that:

• Your review reflects your genuine, first-hand experience.
• You will not post fake, incentivised, or retaliatory reviews.
• Your review does not contain defamatory, offensive, or unlawful content.

Medaann reserves the right to remove reviews that violate these guidelines. Sellers must not attempt to manipulate their ratings by soliciting fake reviews or discouraging negative reviews through offers or threats.

By you You may delete your account at any time from your account settings. Account deletion is permanent and irreversible. As described in our Privacy Policy, certain associated data may be retained after deletion.

By Medaann We reserve the right to suspend or permanently terminate your account, with or without notice, if we believe you have:

• Violated these Terms or our Privacy Policy.
• Engaged in fraudulent, abusive, or harmful conduct.
• Provided false information during registration or seller verification.
• Remained inactive for an extended period on a Free plan with no listings or activity.

Effect of termination Upon termination, your right to access the Platform ceases immediately. Active orders at the time of termination should be resolved directly between the parties involved. Medaann is not liable for any loss resulting from account suspension or termination carried out in accordance with these Terms.

Platform provided "as is" The Platform is provided on an "as is" and "as available" basis without warranties of any kind, express or implied. We do not warrant that the Platform will be uninterrupted, error-free, or free from harmful components.

No warranty on transactions Medaann makes no warranty regarding the quality, safety, legality, or accuracy of any product listed on the Platform, or the ability of any seller to complete a sale or any buyer to complete a purchase. We are not responsible for the conduct of any user.

Limitation of liability To the maximum extent permitted by applicable law, Medaann and its directors, employees, and agents will not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of or inability to use the Platform, any transaction between users, or any unauthorised access to your account.

Our total aggregate liability to you for any claim arising from these Terms or your use of the Platform shall not exceed the total subscription fees you paid to Medaann in the three months preceding the event giving rise to the claim, or PKR 5,000, whichever is greater.

Indemnification You agree to indemnify and hold harmless Medaann and its directors, employees, and agents from any claim, damage, loss, or expense (including legal fees) arising from your use of the Platform, your User Content, your breach of these Terms, or your violation of any law or the rights of a third party.

These Terms are governed by and construed in accordance with the laws of the Islamic Republic of Pakistan. Any dispute arising from or related to these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts of Karachi, Pakistan.

Before initiating formal legal proceedings, you agree to attempt to resolve any dispute informally by contacting us at support@medaann.com. We will make a good-faith effort to resolve the matter within 30 days.

We may update these Terms from time to time. When we make material changes we will update the "Last updated" date at the top of this page and notify you via email or an in-app notification at least 14 days before the changes take effect for existing users.

Your continued use of the Platform after the effective date of updated Terms constitutes your acceptance. If you do not agree to the revised Terms, you must stop using the Platform and may delete your account.

If you have any questions about these Terms or need to report a violation, please contact us:

Email: support@medaann.com Address: Karachi, Pakistan

We aim to respond to all enquiries within 7 business days.