Terms of Service

These Terms of Service ("Terms") govern your access to and use of the Maatos website, Progressive Web App (PWA), and WhatsApp-assisted ordering channel (collectively, the "Platform"), operated by Maatos (Private) Limited, a company incorporated in Islamabad, Pakistan ("Maatos,""we,""us," or "our").

By creating an account, placing an order, or otherwise using the Platform, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

1. Our Services

Maatos is a Creative Commerce and Services Platform offering:

• Managed print and document services
• Quick-replenishment stationery and supplies commerce
• Language and document support services
• Digital art commissions

Services may be fulfilled directly by Maatos or through vetted printing, supply, language, creative and logistics partners, depending upon the nature and requirements of the order. During its initial operating phase, Maatos primarily operates through an asset-light, partner-enabled fulfillment model. Maatos manages the customer relationship, order coordination and quality-control process regardless of the underlying fulfillment route. As the business develops, Maatos may establish selective in-house capabilities, physical premises, kiosks or retail locations.

2. Accounts

• You must provide accurate and complete information when creating an account.
• You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.
• Maatos reserves the right to suspend or terminate accounts that provide false information, violate these Terms, or are used for fraudulent or abusive activity.

3. Eligibility and Use by Minors

You must be legally capable of entering into a binding transaction to independently use paid features of the Platform. Where a user is a minor, use of the Platform, placement of orders, or use of a Maatos Wallet must be undertaken with the consent and supervision of a parent or legal guardian.

Where parental wallet or monitoring functionality is enabled, the parent or guardian remains responsible for funds added to the account and for supervising the minor's use of those funds.

4. Orders, Quotations and Confirmation

• Print and Language Services. Where a quotation is required, the quotation must be approved by the customer before execution begins. A quotation may be revised where the specifications, source material or scope subsequently change.
• Supplies Orders. An order is confirmed once checkout and the applicable payment process have been completed and Maatos has accepted the order. Product availability remains subject to confirmation.
• Digital Art Commissions. Scope, price, expected delivery, revision entitlement, deposit requirements and any specific usage rights will be communicated through the commission quotation or order confirmation.
• Maatos may decline or cancel an order where an item is unavailable, specifications cannot reasonably be fulfilled, submitted content is unlawful or inappropriate, payment cannot be verified, or the order otherwise cannot be fulfilled. Any amount already received for a cancelled order will be dealt with in accordance with the applicable refund provisions.

5. File Uploads and Content Responsibility

• You are solely responsible for the content, accuracy, and legality of any file, document, or brief you upload or submit for printing, translation, or art commission services.
• You must have the necessary rights or permissions for any content you submit, including copyrighted material, trademarks, or third-party intellectual property.
• Maatos does not pre-screen uploaded content but reserves the right to decline or halt any order that appears to violate applicable law or infringe third-party rights.
• Uploaded files are handled in accordance with our Privacy Policy (maatos.store/privacy-policy.html), including automatic deletion within 24 hours of order completion.
• By submitting content to Maatos, you grant Maatos limited permission to access, reproduce, process and, where necessary, securely share that content with relevant personnel or fulfillment partners solely to the extent required to fulfill your order, provide customer support and perform quality control.
• Maatos will handle customer documents and uploaded material in accordance with its Privacy Policy and applicable confidentiality procedures. Source files uploaded for Print and Language Services will be automatically deleted within 24 hours of order completion, in accordance with the Platform's file-retention requirements.

6. Pricing and Payment

• Prices for products and services are those displayed or quoted to the customer on the Platform at the time the order is confirmed. Prices may be changed from time to time, but a subsequent price change will not affect an order already confirmed at an agreed price.
• Digital Art Commission pricing is quotation-based and confirmed individually for each commission.
• Applicable delivery charges, taxes or other charges, where relevant, will be displayed or communicated before final order confirmation.
• Payment may be made through the Maatos Wallet, supported mobile wallets including JazzCash and Easypaisa, bank transfer, payment gateway, or other payment methods made available on the Platform from time to time.
• For manual bank transfers or mobile-wallet top-ups, you are responsible for accurately providing the relevant transaction reference or ID. Maatos may withhold order confirmation or Wallet credit until the transaction has been verified.
• Maatos reserves the right to correct genuine pricing, calculation or typographical errors. Where such an error affects an order already placed, the customer will be informed and may either accept the corrected price or cancel the affected order for a full refund.

7. Maatos Wallet

• The Maatos Wallet is an internal prepaid customer-credit ledger maintained by Maatos for convenient payment for products and services purchased through the Maatos Platform.
• Wallet credit may be used only for purchases from Maatos through the Platform and does not constitute a bank account, deposit account or standalone payment instrument.
• Wallet balances do not accrue interest or any other financial return, are non-transferable between users, cannot be used to make payments outside the Maatos Platform and cannot ordinarily be withdrawn or redeemed for cash.
• Maatos may offer bonus credit, promotional top-up incentives or repeat-user pricing advantages from time to time. Such benefits may be subject to specific conditions and may be modified or discontinued at Maatos's discretion.
• Promotional or bonus credit has no cash-redemption value unless expressly stated otherwise.
• Parental top-up and monitoring controls, where enabled, are provided to support supervised use by a parent or guardian.
• Maatos may temporarily restrict a Wallet transaction where a top-up, payment or account activity requires verification or appears fraudulent or unauthorized.

8. Delivery

• Home delivery for Print and Supplies orders is available within defined Maatos service zones in Islamabad and such adjoining areas as Maatos may make available from time to time. Available delivery options and applicable charges will be displayed or communicated at the time of order.
• Language and Digital Art Commission services are normally delivered digitally. Where applicable, hardcopy delivery may be arranged through courier services, including nationwide delivery for Language and Document Support orders, subject to additional charges.
• Delivery and turnaround times, including Express, Standard or Scheduled options where offered, are estimates based on the nature of the order, service availability and delivery location.
• Maatos will use reasonable efforts to meet the selected delivery timeframe but is not responsible for delays caused by third-party courier or rider services, incorrect or incomplete delivery information supplied by the customer, customer unavailability, or circumstances reasonably beyond Maatos's control.

9. Product Availability and Substitution

• Product availability displayed on the Platform is subject to confirmation.
• Where an ordered product becomes unavailable, Maatos may offer the customer a comparable alternative, an alternative delivery timeframe, or an appropriate refund or account credit, as agreed with the customer.
• A materially different substitute or a substitute involving a higher price will not be supplied without the customer's approval.

10. Cancellations, Returns and Refunds

• Print and Language Services. Orders may be cancelled without charge before approval of the applicable quotation. Once a quotation has been approved and fulfillment has commenced, cancellation may not be possible or may be subject to charges reflecting work already completed or costs already incurred.
• Supplies Orders.
• Supplies orders may normally be cancelled before dispatch. Once dispatched, cancellation, return or replacement will depend on the nature and condition of the product and the circumstances giving rise to the request.
• Where a supplied product is materially defective, damaged, incorrect or materially different from the confirmed order, the customer should notify Maatos within the period stated in the applicable order or return policy so that the matter can be reviewed and an appropriate replacement, credit or refund arranged.
• Digital Art Commissions. A deposit or part-payment may become non-refundable once creative work has commenced, provided this has been communicated to the customer at the time of quotation.
• Refunds approved by Maatos will, where practicable, be returned through the original payment method or, with the customer's agreement, credited to the customer's Maatos Wallet. Processing time may vary depending upon the payment method or financial service provider.
• Nothing in these Terms is intended to exclude or restrict any rights or remedies available to a customer under applicable law.

11. Quality and Order Queries

• Maatos applies quality-control checks appropriate to the nature of the relevant product or service before dispatch or delivery.
• Where clarification is required in relation to an order, either Maatos or the customer may raise an order-level query. The order status may change to “Awaiting Clarification” and fulfillment may be paused until the required clarification is received.
• Once the query is resolved, the order will return to the applicable processing status and fulfillment will resume.
• Translated documents are subject to Maatos's quality-review process prior to delivery.

12. Language and Document Support Services

• Language and document-support services are provided on the basis of the information, documents and instructions supplied by the customer.
• Unless expressly stated otherwise in the relevant quotation or service description, a translation provided by Maatos is not represented as a sworn, notarized, certified or officially authenticated translation.
• Form-filling, document-preparation and application-support services are intended to assist the customer in preparing information and documents and do not constitute legal, immigration, tax or other regulated professional advice.
• While Maatos takes reasonable care in providing language and document support services, acceptance of any document, translation, application or submission remains subject to the requirements and discretion of the relevant government authority, embassy, educational institution or other third party.
• Customers remain responsible for reviewing names, dates, identification numbers and other material particulars before final submission or use.

13. Acceptable Use

You agree not to:

• Use the Platform for any unlawful purpose or submit content that is unlawful, fraudulent, defamatory, obscene, infringes third-party rights, or which Maatos cannot lawfully reproduce, process or deliver.
• Attempt to interfere with, disrupt, or gain unauthorized access to the Platform, its systems, or other users' accounts.
• Use the Platform to place orders on behalf of, or impersonating, another person without authorization.
• Misuse the Maatos Wallet, referral, or promotional mechanisms, including through fraudulent top-ups or fake referrals.
• Upload, transmit or request the production of content containing malicious software, corrupted files or other material intended to damage, interfere with or compromise the Platform or any connected system.

Violation of this section may result in order cancellation, account suspension, or termination, at Maatos's discretion.

14. Intellectual Property

• The Maatos name, logo, Platform design, brand assets and other proprietary materials belonging to Maatos (Private) Limited may not be copied, reproduced or used without prior written permission.
• Customers retain ownership of, or their applicable rights in, material submitted by them to Maatos. The customer is responsible for ensuring that they have the necessary rights or permissions for all such material.
• Unless otherwise stated in the applicable quotation, the customer receives a non-exclusive license to use the final Digital Art Commission deliverable for personal, non-commercial purposes.
• Commercial usage, exclusivity, assignment of copyright, reproduction for resale or supply of editable/source files requires express agreement as part of the commission and may be subject to additional charges.
• Maatos or the relevant creator retains copyright in commissioned artwork unless copyright is expressly assigned in writing.
• Maatos may display completed commissioned artwork in its portfolio or promotional materials unless confidentiality has been agreed with the customer before or during the commission.

15. Platform Availability and Circumstances Beyond Our Control

Maatos will not be responsible for delay or failure caused by circumstances reasonably beyond its control, including severe weather, natural disasters, civil disturbance, government restrictions, telecommunications or internet outages, payment-system disruption, courier disruption or comparable events. Maatos will use reasonable efforts to resume affected services as soon as practicable.

16. Limitation of Liability

• Maatos strives to provide reliable products and services but does not guarantee that the Platform will be uninterrupted, error-free or continuously available.
• To the maximum extent permitted by applicable law, Maatos's aggregate liability arising directly from a particular order shall not exceed the amount paid by the customer for that order.
• To the maximum extent permitted by applicable law, Maatos shall not be liable for indirect, incidental, special or consequential loss arising from use of the Platform or from circumstances outside Maatos's reasonable control.
• Nothing in these Terms excludes or limits any liability or customer right that cannot lawfully be excluded or limited under applicable law.

17. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services, business practices or applicable legal requirements. The “Last Updated” date at the beginning of these Terms will indicate the latest revision. Material changes will take effect from the date stated in the updated Terms and, where reasonably practicable, will be communicated through the Platform. Changes will not retrospectively alter the agreed price or material terms of an order already confirmed, unless required by law or agreed with the customer.

18. Governing Law

These Terms are governed by the laws of the Islamic Republic of Pakistan. Any disputes arising from these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts of Islamabad, Pakistan.

19. Contact Us

If you have questions about these Terms, please contact us at:

• Email: info@maatos.store
• WhatsApp: +92 312 5772118
• Website: www.maatos.store

Maatos (Private) Limited is a company incorporated in Islamabad, Pakistan.