Website checklist

We want to make online shopping in Pakistan more secure and trustworthy. 

This page provides all details of what your website needs in order to get approved to accept payments through Safepay. These requirements have been set by us to in order to ensure compliance of standards set by the State Bank of Pakistan and the card companies and other entities associated with the Safepay products. In addition thereto, complying with these requirements will also help you in reducing the risk of customer confusion and disputes.

By creating a Safepay account you agree that you will display the following information on your website (please see Clause 9.4 of our Terms of Service which you agree to by creating an account with Safepay). 

1. Contact Information:  

Easy communication is key to providing good customer service and preventing misunderstandings and disputes. You need to make sure your customers have multiple ways to contact you. You website must display your contact information such as business address, email and phone number for customer service support. In case of international delivery of goods and services both local and internationally accessible telephone numbers must be provided.


2. Website Policies:

a) Terms and Conditions

You website must display the terms and conditions of use of the website in a conspicuous manner for the paying customers to have easy access and visibility. Ideally, there needs to be a separate page on your website dedicated to this. Your Terms and Conditions must mention your legal business name and your registered business address and your shop/office address (if different from the registered address).

We have also created a sample Terms and Conditions document for you, please refer to it here.

b) Privacy Policy

You website must have a privacy policy providing clear descriptions of how personal data is collected and processed by you. We have created a sample privacy policy for you, please refer it here.

c) Complaints Handling Mechanism

Your website must mention the complaints handling mechanism so your customers can reach out to you with complaints. This will prevent disputes and misunderstandings. Your complaint-handling mechanism should be publicly disclosed on your website and easily accessible to your customers. What we require, at minimum is the following:

• How a customer can contact you [email address] and [contact number];

• How long it will take you to resolve any dispute / provide a solution to the dispute.

d) Shipping and Cancellation

Your website must display the conditions of shipping (local and international both) of orders and also whether you allow your customers to cancel any order before delivery. The approximate timelines for shipping and also cancellation must be mentioned.

e) Refund, Returns and Exchange

Your website must display the conditions related to refunds, returns and exchange of products or services. Turnaround time for refunds is mandatory.

We have created a document providing sample policies for complaints, shipping, cancellations, returns/refunds and exchanges, which you can refer here.

3. Description of Goods:

Products prices, currencies, and membership packages must be clearly described on the website.


4. Accepting deposits for preorders: 

If you are planning to accept payments through Safepay as a deposit in order for you to start work for your customer, you should read this guide to understand what we expect to see in terms of your communication or invoicing that is sent to your customer. This is important information to provide us as part of your onboarding with Safepay.

5.  Prohibited Content: 

One of the main reasons why we reject applications to use Safepay is because your website is deficient or misleading in some regard. This includes things like:

• Using stock images - you should use images that reflect the goods that you are selling.

• Displaying images of products that have copyright material (for example, if you are selling watches and are showing this by displaying an image of a well-recognized brand such as Rolex). Unless you are selling a genuine Rolex, you should not be displaying an image of a Rolex on your website.

• Not having terms and conditions.

• All pages and links on your website should be working.

• Not having a return or refund policy that is customized for your website and the items that you are selling (for example, if you are selling perishable goods like fresh food or are selling video content). If you are selling services, your return and refund policy should cover the situation where your customer is not satisfied with the service that they have received from you.

• Making reference to another country of domicile - for example, stating that you have a registered address outside of Pakistan if you do not actually have one. In any event, you must display that your business is based in Pakistan as explained above.

• Displaying dummy testimonials from customers on your website - for example, testimonials from individuals in different countries when you only fulfil within Pakistan.

• Not displaying your portfolio on your website - if you are a web development agency or digital marketing agency, you should be able to display this on your website or send this to us at Safepay so that we are able to authenticate your business.

• Contact information (contact number and electronic mail) must be prominently displayed on the website.

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