AL-MUHAFIZ TRACKERS

1. Parties and agreement

These Terms & Conditions ("Agreement") govern the relationship between AL-MUHAFIZ TRACKERS (PRIVATE) LIMITED ("Service Provider", "AL-MUHAFIZ", "we"), with registered / head office at 16 Gulbrig Colony, Kasur 55050, Pakistan, and the customer ("Client", "Consumer", "you") for Vehicle Tracking Services, Fleet Management Services, equipment supply / installation, website use, and mobile application use.

A signed quotation, order form, installation sheet, or service agreement incorporating these Terms forms the binding contract. Website browsing alone does not create a paid service obligation.

2. Definitions

Equipment: GPS tracking device and related components supplied or installed for the Services
Services: Vehicle Tracking, Fleet Management, monitoring, maintenance support, and related software access
Network Area: areas where cellular / data connectivity used by the Equipment is available
Commencement Date: date on which installation and commissioning are completed
Monitoring Fee: recurring service charges billed in advance as agreed
Carrier: mobile network or other third-party providers enabling the Services

3. Licence and regulatory framework

Services are provided subject to applicable PTA licence conditions, the Code of Commercial Practice published by AL-MUHAFIZ, Telecom Consumer Protection Regulations, 2009 (as amended), and other PTA determinations / directions. Amendments to these Terms that affect the regulated service contract may require PTA approval where mandated.

4. Equipment and installation

Equipment invoiced and fully paid for is sold to the Client (unless a rental / lease model is expressly agreed in writing)
Services become operative after purchase (or rental allocation) and professional installation / commissioning
You authorise AL-MUHAFIZ technicians to install Equipment, including reasonable modifications required for secure installation (for example mounting and wiring). After installation you should inspect the vehicle and sign the inspection / handover record
If Equipment is financed or leased, ownership may remain with the financing institution until paid off, as disclosed in your financing documents
Rental Equipment remains AL-MUHAFIZ property and may be removed after the rental period or on termination

Shipping, delivery timelines, installation scheduling, and site requirements are further described in our Shipping & Installation Policy.

5. Service description

Installation of Equipment in the nominated vehicle(s)
Transmission of location and telemetry to AL-MUHAFIZ systems within Network Area
Access to web portal and/or mobile app for live tracking, history, and reports
Optional features (engine immobilisation, geofences, fuel sensors, etc.) only where included in your package and supported by the Equipment

You must keep account credentials confidential and maintain accurate vehicle and contact details.

6. Exclusions and limitations

6.1 Equipment exclusions

Warranty / service obligations exclude damage or loss arising from, among other causes:

Acts of God, fire, flood, water ingress, accident, theft of Equipment, vandalism, tampering
Faulty electrical supply, power surges, lightning, unauthorised repairs
Civil disturbance or third-party acts
Client-side uninstall without authorised process
Recalibration needs after major vehicle mechanical changes
Consequences of engine immobilisation / shutdown commands authorised under the service

6.2 Network and licence dependency

Services depend on cellular / GPS / internet availability. AL-MUHAFIZ is not liable for Carrier outages or coverage gaps outside our reasonable control
We are not liable for loss arising from temporary or permanent licence restriction by the Government / PTA
We are not liable for injuries or losses caused solely by your use of the Services, subject to mandatory consumer protections under Pakistani law
Vehicle recovery cannot be guaranteed. We will use sincere efforts to assist in theft/snatch situations as described in your package; if recovery fails due to proven deficiency solely attributable to AL-MUHAFIZ, remedy may include free replacement of the tracking unit as stated in the applicable service package

7. Remote engine control / immobilisation

Where enabled, immobilisation must be used only when lawful and safe (vehicle stationary / controlled circumstances). You authorise AL-MUHAFIZ to send electronic instructions to Equipment according to your commands or agreed security rules (including network-area rules where expressly configured). AL-MUHAFIZ is not liable for claims arising from immobilisation carried out under your authority or agreed security protocols, except where caused by our proven negligence contrary to agreed procedures.

8. Payments, tariffs, and billing

All charges are disclosed in writing before purchase / activation
Installation charges (if any) are payable before Commencement Date unless otherwise agreed
Monitoring fees are payable in advance (monthly / quarterly / yearly as agreed)
Applicable taxes are payable by the Client
Reconnection / transfer fees may apply where disclosed
Online payments for subscriptions, renewals, installations, and related services may be collected through our official payment gateway, Rapidgateway. You will be redirected to Rapidgateway's secure page to complete payment. On webhook/API confirmation, we mark invoices paid, apply wallet credit where applicable, and activate eligible services
AL-MUHAFIZ does not store card details; sensitive payment data is processed by Rapidgateway
Refunds and returns follow our Refund & Return Policy (including the 7-day request window for duplicate payments / failed activation, and non-refundability of activated subscriptions)
Tariff changes require at least seven (7) days' prior notice by personal service, courier/registered mail, telephone, email, invoice, SMS, and/or press notice, and website update, consistent with TCP Regulations
Optional paid features are not pre-activated without your consent

Billing disputes: pay undisputed amounts by the due date and notify us with invoice number, disputed amount, reason, and supporting documents. We will investigate; if decided in your favour, adjustment will appear on a subsequent bill / credit note.

9. Suspension, disconnection, and restoration

Non-payment may lead to temporary suspension after prior notice; prolonged default (for example three consecutive months) may lead to termination as per PTA-aligned practice
Except for urgent fraud/security cases permitted by law, we provide fifteen (15) days' prior notice of suspension/disconnection stating reasons and remedial steps, via personal service, courier, phone, email, invoice, and/or SMS
We will not suspend a paid-up service merely because another different service is in default, except as allowed for multiple connections under the same consumer name per PTA rules
After you complete remedial steps to our reasonable satisfaction, we restore service within twenty-four (24) hours

10. Service interruptions

Planned upgrades: at least thirty (30) days' prior notice where practicable
Unplanned faults: we will communicate reason and expected restoration time by available channels

11. Client obligations

Use Services and Equipment lawfully; no abusive, fraudulent, or interfering use
Do not resell Services/devices without written intimation / approval
Do not alter devices beyond normal programmable parameters
Report theft, suspected fraud, or malfunction immediately
Keep contact details updated in writing / portal
Provide accurate information for KYC and activation

12. Warranty

Minimum equipment warranty is at least two (2) years from Commencement Date (or longer if stated on your invoice/package), excluding the damage causes listed in Clause 6 and consumables. Visiting charges outside warranty or for excluded faults may apply as disclosed (illustrative PTA template rates may be updated in your quotation).

13. Term and termination

Initial term as stated in your order / agreement, renewable by mutual consent
Either party may terminate by written notice of not less than two (2) months, unless a different notice period is agreed in writing
We may terminate for repeated false alarms due to misuse, vehicle modifications making service impractical, or payment default as described above, after required notices
Service withdrawal of a category of services requires PTA approval and at least ninety (90) days' prior notice to affected consumers where mandated

14. Confidentiality

We and our employees maintain confidentiality of consumer information and do not disclose it to third parties except as printed in directories, agreed by you, or required by law / PTA / lawful authority.

15. Communications and critical alerts consent

By activating Services and granting the relevant consents, you agree to receive service and security communications as described in our Privacy Policy, including SMS, email, push notifications, WhatsApp, and — where you give express consent — automated voice calls / robocalls for critical alerts (theft, SOS, tamper, etc.). Marketing requires separate opt-in. You may manage preferences as set out in the Privacy Policy.

16. Website and app use

Use the website/app only for lawful purposes
Do not attempt to breach security, scrape unlawfully, or disrupt availability
App use is also subject to Google Play terms between you and Google

17. Personal data

Processing of personal and location data is governed by our Privacy Policy, which forms part of this Agreement for app and service users.

18. Complaints and dispute resolution

Contact helpline +92 311 1133170 or email [email protected]
We register complaints with a unique reference and target first-level redressal as soon as possible, not later than three (3) working days
Urgent QoS / fault issues aim for resolution within PTA KPI windows (often within 48 hours where applicable)
If unresolved, you may complain to PTA Consumer Protection Directorate / zonal offices or [email protected]
Failing amicable resolution, disputes may be referred to arbitration by a mutually agreed arbitrator (advocate) whose award shall be final and binding, without prejudice to PTA consumer remedies

19. Force majeure

Neither party is liable for failure due to causes beyond reasonable control, including acts of God, fire, explosion, cable cut, storm, national emergency, war, riots, strikes, or governmental action. Obligations suspend for the duration and resume when reasonably possible.

20. Governing law

This Agreement is governed by the laws of Pakistan. Courts of Pakistan have jurisdiction, subject to arbitration and PTA complaint processes above. Applicable instruments include the Pakistan Telecommunication (Re-organization) Act, 1996; Pakistan Telecommunication Rules; PTA regulations; licence terms; and TCP Regulations 2009 (as amended).

21. Changes

We may update website terms for non-contractual site use at any time by posting here. Material changes to regulated service terms follow written agreement and PTA approval where required, with consumer notice as mandated.

Last updated: 24 July 2026

Questions? Email [email protected] or call +92 311 1133170.