Service & Delivery Policy

Sahraye connects you with independent drivers, riders, merchants, hosts, and service professionals. Goods are sold by the merchants on our platform and delivered by independent riders or by the merchant's own vehicle; rides and services are performed by the independent provider you are matched with. This page explains how fulfilment works.

1. Service area

Sahraye currently operates in Islamabad and Rawalpindi, with intercity travel connecting major cities across Pakistan. Availability of each service depends on partners active in your area and is shown live in the app.

2. Delivery timeframes

• Food, grocery, and shop orders are delivered on demand, typically within 30 to 90 minutes depending on preparation time, distance, and traffic. A live estimate is shown before you order and updates in real time.
• Courier deliveries are same-day, point to point, on the schedule you agree.
• Household essentials such as water and gas can be ordered on demand, as an emergency request, or into a scheduled delivery slot you pick at checkout.
• Freight and intercity timing depends on distance and is agreed before the job starts.

3. Fees & pricing

• Food and shop deliveries carry a fixed delivery fee shown before you place the order.
• Rides, courier, and freight fares are agreed between you and the driver through the in-app offer process before the job begins. What you agree is what you pay.
• Payment is cash at the door, or digitally from your mobile wallet where offered.

4. Tracking & proof of delivery

Every active trip and order has live map tracking and status notifications in the app. Courier and freight deliveries are completed with a proof-of-delivery photo. Rides use a trip PIN and offer live trip sharing and an SOS button for safety.

5. If a delivery cannot be completed

The rider will call the number on the order and wait a reasonable time at the address. If you cannot be reached, the order may be returned and handled under our Refund & Cancellation Policy. Keep your phone reachable while an order is out for delivery.

6. Digital confirmations

Stay bookings are confirmed by the host in the app. Home service visits are scheduled at the time you select and confirmed by the professional.

7. Contact

SAHRAYE (SMC-PRIVATE) LIMITED. Email: [email protected]