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. 5,000/-.

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 CLOSURE OF WALLET FEATURE

The METRO Wallet feature has been permanently decommissioned. Customers can no longer access, load, or use wallet balances on the Platform. Any previously displayed wallet balances or electronic credits are no longer valid or redeemable. This section replaces all prior wallet-related provisions and is deemed to be incorporated into the METRO Online Terms of Use.

10.2 REFUNDS VIA GIFT CARDS

All refunds (full or partial) for eligible orders are now processed exclusively through METRO Online Gift Cards, as described in Section 22 of these Terms and Conditions

  1. Refund Gift Cards are single-use only. Once redeemed—even partially—they cannot be reused.
  2. Any unused balance left after a transaction will be forfeited and cannot be reclaimed.
  3. Only one Gift Card may be applied per order at checkout.
10.3 REFUND TIMELINES

Refunds are typically issued within 14 working days of confirmation. Customers will receive the Gift Card digitally via their registered email address or SMS.

10.4 RESTRICTIONS ON REFUND GIFT CARDS

Refund Gift Cards:

  1. Cannot be redeemed for cash.
  2. Cannot be transferred to another customer account.
  3. Cannot be cancelled, reissued, or recharged once issued.
10.5 FINALITY OF REFUNDS

All refunds, once issued as Gift Cards, are final. METRO Online will not entertain further requests for adjustments, reactivation of wallet balances, or conversion to other forms of credit or cash.

10.6 AMENDMENTS TO POLICY

METRO reserves the right to amend or cancel this Wallet Policy, and to update the refund mechanism at any time, at its sole discretion, by publishing such updates on the METRO Online website. Continued use of METRO Online services after publication constitutes acceptance of such changes.

10.7 LIMITATION OF LIABILITY

By using the Platform, you acknowledge and agree that:

  1. METRO shall not be liable for any loss, claims, or disputes arising from the closure of the Wallet feature.
  2. METRO shall not be responsible for any indirect, incidental, or consequential loss or damage resulting from the prior use or decommissioning of the Wallet feature.
  3. You agree to indemnify and hold METRO, its directors, officers, and employees harmless against any liability, claims, or damages connected to the decommissioning of the Wallet.
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 that can be redeemed for shopping at METRO Online (web/apps) and in-store at METRO Pakistan outlets. It is not a cash voucher and cannot be exchanged for cash.

22.2. Usage

The METRO Online Gift Card is valid for:

  1. Grocery purchases in Lahore, Faisalabad, Islamabad, Multan, and Karachi
  2. Electronics & Non-Food orders across Pakistan

It can be used:

  1. Online at www.metro-online.pk or via METRO mobile apps
  2. In-store at any METRO Pakistan Pvt Ltd location

Only one voucher can be used per order at checkout.

Gift Cards are strictly single-use only. Once a gift card is redeemed—even partially—it cannot be used again. Any remaining balance, if left after a transaction, will be forfeited and cannot be reclaimed.

22.3. Expiry Date

Unredeemed METRO Online Gift Cards will expire six (6) months from the date of issuance. After expiry, any unused amount will be void and non-refundable.

22.4. Replacement, Reimbursement and Recharge
  1. Gift Cards cannot be reissued if lost, stolen, expired, or misused.
  2. Gift Cards cannot be cancelled, refunded, or recharged once issued.
22.5. Delivery

Gift Cards will be sent to the email address provided at checkout. Please ensure the email is accurate. Codes may also be shared via SMS upon request.

22.6. Order Cancellation

If an order paid via Gift Card is cancelled, the unutilized balance will be returned to the same Gift Card within 3 working days. However, this does not alter the single-use policy—once a Gift Card has been used in a transaction, even if partially, it cannot be reused.

22.7. Limitation of Liability

METRO is not responsible for lost, stolen, or misused Gift Cards, whether used by the purchaser or any third party. No warranties apply to Gift Cards.

22.8. Amendments

METRO reserves the right to update these terms at any time without prior notice. Changes take effect upon publication on the METRO Online website.

22.9. General Conditions

All other METRO Online and in-store terms and conditions also apply.

23. Anniversary Terms and Conditions
1. Eligibility

Entries must include a valid invoice ID and complete, accurate participant details.

Only purchases made and recorded within the campaign period qualify.

2. Entry Mechanism

Customers will receive one (1) entry for every PKR 10,000 spent in a single or cumulative purchase during the campaign period.

Higher spending will result in proportionally more entries.

Returned or refunded purchases will be deducted from the total qualifying spend.

3. Winner Selection & Prizes

Winners will be selected at METRO’s sole discretion through a transparent draw process.

Prizes are non-transferable, non-exchangeable, and cannot be redeemed for cash.

4. Marketing & Data Consent

By participating, customers agree to receive marketing communications, promotional offers, and newsletters from METRO.

Participants and winners consent to the use of their name, image, and/or likeness in any marketing or promotional materials, in any medium, without any entitlement to compensation.

All personal data will be processed in accordance with METRO’s Privacy Policy and applicable laws.

5. Invalid Entries

• Entries that are incomplete, incorrect, unverifiable, fraudulent, or non-compliant with Terms & Conditions will be disqualified.

METRO’s determination regarding eligibility and validity of entries is final and binding.

6. Right to Modify or Cancel

METRO is not responsible for any technical, human, or system error that may occur during the campaign.

METRO reserves the right to disqualify any entry that attempts to tamper with or manipulate the campaign process.

METRO reserves the right to amend, suspend, or terminate the campaign or its mechanics at any time without prior notice.

METRO shall not be liable for any loss, damage, or delay caused by events beyond its reasonable control, including but not limited to force majeure events, system failures, or technical errors.

7. Final Decision

The decision of METRO in all matters relating to the campaign is final, conclusive, and binding, and no correspondence will be entered into.

23. 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