TERMS & CONDITIONS

Karwan e Mehdi operates a platform, Orbit that empowers you to plan, book and pay for various products and services which are supplied, offered and/or operated by third-parties ("Travel Suppliers/Vendors"). When we refer to "Orbit", "we", "our" or "us" in these terms, we mean Karwan e Mehdi. Please ensure that these terms and conditions are carefully read and understood before ordering/booking any service on Orbit App. We reserve the right to amend or update these Terms and Conditions at any time. Continued use of the platform after such changes constitutes acceptance of the revised terms. (Each a "Travel Product"), is offered through a convenient portal, the facilitation of which is individually and collectively known as our "Services". You may access our Services through our website ("Website") and mobile application ("App"), collectively known as our "Platform".

1. Your use of the Platform

1.1 Our Platform is the property of M/S Karwan e Mehdi. To this end, we grant you a non-exclusive, non-transferable, non-sub-licensable, revocable and limited license to access our Platform to enjoy personal, non-commercial use of our Services in accordance with these Terms. Except for this limited license, we do not grant you any other rights or licenses with respect to our Platform. Any rights or licenses not expressly granted herein are reserved. You represent and warrant to us that your access to, and use of, our Platform is intended only for personal, non-commercial use.

1.2 The Users of our Platform should be at least 18 years of age or older and have the full legal capacity to enter into contracts (or have the authorization to do so from a legal guardian). This age limitation also applies to other uses of our Platform, such as browsing the Platform for informational purposes for making a Booking Request.

1.3 You will not use the Platform for any purpose that is unlawful or prohibited by these Terms, or for any other purpose not reasonably intended by us. By way of example, and not as a limitation, you agree not to use our Platform and/or its content to:

• Resell any products or services booked or obtained via our Platform or for any commercial purpose unless expressly authorized in writing by Karwan e Mehdi, make false, fraudulent or speculative bookings on our Platform;
• Pass off or attempt to pass off our Platform as the product of anyone other than Karwan e Mehdi, including by removing, altering or replacing any notices of authorship, trademarks, business names, logos or other designations of origin;
• Refrain from trying to disassemble, reverse engineer, decompile or modify any software or application contained in or available on our Platform in whole or in part, or otherwise attempt to obtain or access the source code of our Platform.
• To violate the security of any network, including cracking passwords or encryption codes, transferring or storing any illegal material, or otherwise obtaining the password, account or private information from any other User of our Platform is forbidden.
• Do anything else which could cause damage to the Platform, Orbit, the Karwan e Mehdi, or would otherwise have a negative impact on the Platform.
• Infringe any applicable law, statute, ordinance or regulation and any rights of us and/or any third party, including intellectual property rights or proprietary rights.

1.4 If, based on your user pattern, we suspect that you have performed any of the prohibited activities under these Terms, Karwan e Mehdi has the right to block your user account or deny your entitlement to any benefits under a loyalty program or Promotions.

2. User Account

2.1 In the course of using our Platform, you may need to register and maintain a user account with us ("Orbit Account"). When you register an Orbit Account with us, you agree to provide and maintain true, current and complete information during registration. You agree not to use the name of another person with the intent to impersonate, or a name or trademark that is subject to the rights of another person or entity other than you without appropriate authorization.

2.2 You are responsible for maintaining the confidentiality of the information and password associated with your Orbit Account, and for all activities occurring under your Orbit Account including all charges incurred. We shall be entitled to consider any person who gains access to the Platform and Services using your Orbit Account log-in details as an individual acting upon your authorization, without any further inquiry or investigation.

2.3 We may at our sole discretion refuse registration of an Orbit Account or cancel an existing Orbit Account without prior notice or liability.

2.4 We also reserve the right to bar or block Users from and/or to partially or fully restrict their access to, whether or not with an Orbit Account, our Platform on a permanent or temporary basis, at our discretion. If you are blocked, you agree not to attempt to use our Platform under any other name or through any other User.

3. Platform Content

3.1 All Content accessed by you using our Platform is at your own risk and you will be solely responsible for any damage or loss to any party resulting therefrom. Under no circumstance shall Orbit be liable in any way for any loss or damage of any kind incurred in connection with the use of or exposure to any Content accessed on our Platform, including but not limited to any errors or omissions, or any additions, removals, or modifications that we make on our Platform.

3.2 The displayed prices for our Travel Products are dynamic and can change during or after your search. Once you have a Confirmed Booking, as defined further below, subsequent changes in displayed prices will not affect the price of your booking.

3.3 We make no guarantee that our Platform will always be available or uninterrupted. We will not be liable to you for any loss or damage resulting from any unavailability or interruption of our Platform or Services.

3.5 Users claim to know that Karwan e Mehdi is not a travel agency and itself does not offer any User, tour or touristic services.

3.6 Only the User, and not Orbit in any way, is responsible for disruptions in service at the end of Travel Supplier or Vendor, while we have exercised care in selecting providers of travel, accommodation, restaurants and other facilities.

3.7 Karwan e Mehdi is not responsible for any losses, inconvenience or problem the user may face in-case of applying work-leaves or making any related arrangements prior to travel.

3.8 Upon confirmation of an order, the respective vendors whose services e.g. packages the user has selected will be notified. The estimated processing and fulfillment time is approximately 10 to 15 working days (which can be higher depending on the individual Travel Suppliers).

3.9 Orbit may display advertisements served by third-party advertising networks, including but not limited to Google AdMob, Meta or other advertising partners. These advertisements are provided by third parties, and Orbit does not endorse, guarantee, or take responsibility for the content, accuracy, or services offered through such advertisements.

4. Bookings & Payments

4.1 The base currency on the platform for display and charge is Pakistani Rupee (PKR), irrespective of the location or region of the user.

4.2 The price you pay for a booking will depend on your booked service, Payment Method and any applicable credits and discounts, among other charges.

4.3 The total payable amount includes the selected package(s), flights, visa fee, applicable service charges, and an additional 1% platform fee. By proceeding with the payment, you acknowledge and agree that all charges are final, and will be calculated based on these components.

4.4 All orders/bookings allow only 1 free change which includes changes in; (1) travel date, (2) passengers (no more than 1 passenger can be removed/changed in a single order/booking).

4.5 All subsequent changes in the order/booking will incur a Flat Change Fee of PKR 7500 along with any pricing difference of the changed service. No changes other than the cases mentioned in 4.4 is applicable. (All changes subject to availability and rules of the supplier/provider e.g. airline).

4.6 In case of changing or deleting a passenger any expenses incurred on that passenger such as visa cost, hotel reservation, flights etc. till the time of order change request shall be charged.

4.7 For the safe and secure payments the users may select one at a time from any of the Orbit supported payment methods that are Bank Transfer, OrbitPay and Credit/Debit card of any bank. In certain cases split-payment option may be available.

4.8 The bank or financial institution that issued your credit or debit card may impose additional fees, which are beyond our control.

4.9 The bank or financial institution will also determine the applicable exchange rate at the time the transaction is processed and applied to your account. We are not responsible for any variances in exchange rates or fees imposed by your card issuer.

4.10 You are fully responsible for all taxes, charges, fees and duties arising out of the use of this Platform. While we aim to provide customers with the total price of each booking on the Platform, there is a chance that a government-imposed tax may be added or increased after the booking is purchased. If this occurs, by accepting these Terms, you agree to pay the new or higher government-imposed tax.

4.11 Airport taxes or fees and any costs/charges arising from increased stay i.e. extra stay must be paid by each user individually and are not part of the total displayed price.

4.12 In case the user has paid more than the billed amount or any surplus amount is left at our end it will be topped up to the user's OrbitPay wallet.

4.13 Package costs may be paid directly to the relevant service provider upon arrival at your destination. If you choose to make the payment to Orbit instead, Orbit will securely transfer the amount to the vendor on your behalf.

5. OrbitPay (In App Wallet System)

5.1 OrbitPay allows you to store funds, which can be used to order and book services available within the Orbit App.

5.2 The minimum amount you can withdraw from your OrbitPay Wallet is PKR 25,000. Withdrawals below this threshold will not be processed. 3% withdrawal fee is applicable per request.

5.3 When you request a withdrawal, the processing time may take between 35 to 40 working days for the amount to be deposited into your designated bank account; or

5.4 Withdrawals will be processed via a cheque, which will be mailed to your address registered in your Orbit account.

5.5 User is responsible for account details, including mailing address and bank account information, we are not liable for any delays or issues caused by incorrect or outdated information.

5.6 The funds in your OrbitPay Wallet cannot be used to make payments or transfers outside the app.

6. Aasan Ziyarat (0% Markup credit service – Book Now, Pay Later)

6.1 The Aasan Ziyarat Service is available to all registered users of the Orbit app who are 18 years or older.

6.2 Users may apply for a credit line of up to PKR 150,000 to be credited to their OrbitPay wallet, which can be used solely for booking services available within the app.

6.3 The credit is subject to approval based on the user's creditworthiness and the information provided in the credit request form. Karwan e Mehdi reserves the right to reject any application or block/ban any user from submitting requests in its sole discretion.

6.4 Upon approval, users will be notified via the app or registered email about their approved credit amount.

6.5 The credit availed through Aasan Ziyarat cannot be withdrawn, The user shall become liable for the full payment of all due amount upon 2 consecutive late installments.

6.6 The credit is valid for 3 months from the date of top-up in OrbitPay, and Installment plan will be activated 1 month after the credited amount is utilized.

6.7 Karwan e Mehdi reserves the right to terminate or suspend the User's access to the Service in case of violation of these terms, misuse of the Service, or failure to comply with repayment obligations.

6.8 Upon termination, any outstanding balance will become due immediately, and we may take necessary legal or recovery actions to collect the due amounts.

7. Affiliate Program

7.1 These terms related to Affiliate Program apply upon your ("Affiliate Partner") participation in our affiliate program ("the Orbit Affiliate Program")

7.2 All app users are eligible for affiliate program and have their own unique link i.e "Affiliate Link" that you can place on your site or promote through other channels.

7.3 "App Install" is only considered when a user installs the app and registers for the first time and when that user confirms an order the affiliate partner earns the designated share.

7.5 We shall pay the Incentive in PKR, and no more than one Incentive payment or other similar referral fee will be paid on any given Customer Transaction/event.

8. Vendor & Service Provider Terms

8.1 These terms related to Vendor and Service Provider apply upon your ("Vendor") registration/onboarding and selling on our platform.

8.2 Registering as a vendor on the Orbit platform, you confirm that you are legally authorized to provide the services you offer, including but not limited to Ground Services, Visa Services, or Local Guide services, and that all information submitted during registration is true, accurate, and up to date.

8.3 All vendors operate as independent service providers. Nothing in these Terms shall be deemed to create any partnership, joint venture, employment, or agency relationship between the vendor and Karwan e Mehdi / Orbit Platform.

8.4 The Vendors are solely responsible for the quality, accuracy, legality, and delivery of the services they provide to users. Orbit does not guarantee, supervise, or control the services offered by vendors and shall not be held liable for any acts, omissions, delays, or deficiencies in vendor-provided services.

8.5 Vendors offering Ground Services, Visa Services, or Local Guide services must comply with all applicable local, national, and international laws, regulations, and licensing requirements.

8.6 Vendors are solely responsible for maintaining any required permits, approvals, or professional certifications.

8.7 Vendors providing Visa Services acknowledge that visa approval, rejection, processing time, and final decisions rest solely with the relevant embassy or authority. Neither the vendors themselves nor Orbit bears any responsibility for visa outcomes, delays, or rejections arising from vendor services.

8.8 Vendors shall conduct themselves professionally and respectfully in all interactions with users. Any form of harassment, coercion, fraudulent behavior, or unethical conduct may result in immediate removal from the platform.

8.9 Vendors shall use user data obtained through the platform solely for service-related purposes and shall not misuse, share, or exploit such data for unauthorized or commercial purposes outside the scope of service delivery.

8.10 Vendors agree to indemnify and hold harmless Karwan e Mehdi, its platform i.e. Orbit, its affiliates, directors, and employees from any claims, losses, damages, liabilities, or expenses arising out of or related to the vendor's services, actions, negligence, or breach of these Terms.

8.11 Orbit will not charge vendors any type of onboarding/registration fee, listing charges or commissions per sale.

8.12 Every vendor is allotted a limit of 10 packages by default which the vendor can opt to increase in exchange for a small fee as displayed within the vendor’s dashboard along with other perks and upgrades.

8.13 Orbit reserves the right to suspend or terminate any vendor account, with or without notice, in the event of policy violations, user complaints, legal non-compliance, or conduct deemed harmful to users or the platform.

9. Indemnity

To the maximum extent permitted by applicable law, you agree to indemnify, defend and hold harmless the Karwan e Mehdi, their subsidiaries and other affiliates, and each of their respective partners, officers, directors, employees, representatives, distributors, suppliers, licensors, agents or others involved in creating, sponsoring, promoting, or otherwise making available the Platform and its contents, payment service providers and other applicable third parties from and against any liability, damage or loss including legal fees and expenses arising out of or related to your (or any other person using your Orbit Account;

9.1 You agree that your use of the app is voluntarily and at your own risk.

9.2 You are aware that risks exist and may arise during the trip including, but not limited to, the hazards of traveling by air, bus, coach, tram, train or other means, by which death, injury, illness, damage or loss to the property may occur.

9.3 You, personally and voluntarily assume all the risks for any harm, trauma, injury or damage that you may suffer in person or to property (whether foreseen or unforeseen) in connection with the trip.

9.4 You understand that there may be breakdowns, delays and sudden changes of schedules and/or cancellation of schedules for travel and that Karwan e Mehdi will not be held responsible for any such delays, changes and cancellation of schedule of travel.

9.5 You understand that Karwan e Mehdi will not be held responsible for any kind of losses or problems you might face in case of applying work-leaves or other related arrangements.

9.6 You understand that your property, including but not limited to luggage and personal items, may get lost or damaged during the trip and that you waive any right to claim any loss or damage on the part Karwan e Mehdi as regards to the same.

9.7 You understand that it is advisable for you to take out a suitable travel insurance policy before embarking the trip to cover for any medical expenses, personal injury and cover for accidents, lost or damaged personal items during the trip.

10. Limitations of Liability & Disclaimers

10.1 Karwan e Mehdi has no special relationship with or fiduciary duty to you for accessing and using our Platform, Content and Services. We have no control over, and no duty to take any action regarding:

• Which Users gain access to our Platform;
• What Content you access via our Platform;
• What effects our Content may have on you;
• How you may interpret or use our Content; and
• What actions you may take as a result of having been exposed to the Content.

10.2 We do not warrant or make any representations regarding: (i) the acceptance of any request such as visas; (ii) the availability of any Travel Product through the Platform; (iii) the results that may be obtained from the use of the Platform. (iv) that you will receive the lowest available price for any service available through the Platform.

10.3 We disclaim all liability arising out of or in connection with the errors or inaccuracies on our Platform, including without limitation errors in descriptions, pricing, booking availability, photographs, features, inclusions and exclusions, any viruses or other harmful components contained in email that we may send and Orbit reserves the right to correct any errors in booking availability and errors in pricing on our Platform at all times;

10.4 You acknowledge and agree that the Karwan e Mehdi is not a travel-agent or agency and does not in any way directly or indirectly operate or control any Travel Product provided by any Travel Supplier or other third party, and that we have no control over or responsibility whatsoever for any arrangements you make with them as a result of your use of our Platform or Services.

10.5 You also acknowledge and agree that if there is a dispute between you and any Travel Supplier or other third party, Karwan e Mehdi is under no obligation to become involved. Karwan e Mehdi disclaims all liability arising out of or in connection with any loss or damage you incur with any Travel Supplier or other third party.

10.6 In the event of non-performance of any Confirmed Booking, including from bankruptcy, rehabilitation, reorganization, insolvency, dissolution or liquidation of a Vendor and/or Travel Supplier, you agree that your only recourse will be against such Vendor and/or Travel Supplier and not against us.

10.7 If we are found liable for any loss or damage that arises out of or is in any way connected with your use of our Platform or Services, then the liabilities of the Karwan e Mehdi in the aggregate will not exceed the (a) the base fare of your purchased Travel Product as set out in the confirmation email.

10.8 You agree that the above limitations of liability reflect the allocation of risk between you and Karwan e Mehdi and that, in the event that any of the remedies set out in these Terms are in breach of applicable law, these limitations of liability will survive.

11. Cancellation and Refund Policy

11.1 Our Cancellation Policy applies only to confirmed bookings. (Completed or Ready Bookings/Orders are neither cancellable nor refundable) To make a claim under this policy, you must provide your PNR or Booking ID/Ref, Cancellations must be requested online either via email or Orbit App.

11.2 Bookings where passenger(s) fail to show-up on the airport are not refundable, and cannot be cancelled under any circumstances.

11.3 If a travel product or service cannot be honored by the travel suppliers or vendors, Orbit will seek alternative services of comparable quality and price. If no such alternatives are available, Orbit will offer a full refund for that service.

11.4 If you cancel a booking after 'Payment Confirmation' before the order is in process a cancellation fee of 5% of the paid amount will be charged.

11.5 If you cancel an 'In-Process' booking a cancellation fee of 30% of the paid amount will be charged along with any incurred expenses till the time of cancellation including visa fees + service costs or flight reservations/bookings.

11.6 Visa Fee is non-transferable and non-refundable. Cancellation, change and refund of flights subjects to the rules of concerned airline.

11.7 The refund amount for cancelled orders/bookings will be credited to your OrbitPay wallet instantly, which can be used to pay for new orders/bookings in the Orbit App or you can request for a withdrawl in your bank account. (See section 5)