Terms of Use

1. General provisions

This User Agreement (the "Agreement") sets out the terms of use of the "PakMazar" mobile application and admin panel (the "Service"). The Service is operated by Ay-İst MMC (referred to below as "PakMazar", "we").

By using the Service (including by registering), the user ("you") confirms that they have read and accept the terms of this Agreement. This Agreement has been drawn up in accordance with the Civil Code of the Republic of Azerbaijan and the Law "On Protection of Consumer Rights".

The rules for the collection and processing of your personal data are set out separately in our Privacy Policy, which forms an integral part of this Agreement.

2. Description of the Service

PakMazar is a digital platform for ordering grave care services (cleaning, upkeep, photo reporting, etc.). PakMazar accepts the order, assigns it to the relevant worker (contractor) for completion, and provides you with a report of the completed work (in photo form).

PakMazar is an intermediary platform that facilitates the provision of these services; workers are persons in a cooperation relationship with PakMazar.

3. Registration and account

• To use the Service, you must register using your phone number (via an SMS code).
• You are responsible for the accuracy of the information (first name, last name, contact details) you provide during registration.
• You must have reached the age of 18 to use the Service.
• You are responsible for keeping your account secure (keeping your SMS code confidential).

4. Placing an order and pricing

• An order is placed by selecting one of the Classic or Special packages.
• For some orders, the price is additionally set by a PakMazar administrator; in this case, payment is only possible once the price has been set.
• The price shown includes the work covered by the service; once payment is complete, no additional payment is required unless the parties have separately agreed otherwise.

5. Payment terms

• Payments are made online, within the application, through the licensed payment provider Payriff.
• PakMazar does not store your bank card details; this data is transmitted directly to Payriff's secure system.
• Currently, only online payment is accepted.
• Where an overpayment has been made, the resulting excess amount is refunded to your card within 3–5 business days.

6. Performance of the Service

• The order is assigned to and carried out by the assigned worker.
• A photo report of the completed work is provided to you in the application after the service is finished, usually within 1–2 hours.
• The time at which the service is provided is determined based on the time slot you select in the application and the worker's availability.

7. Cancellation and refund rules

• Full refund: if you cancel the order before the service begins, the amount paid is refunded in full.
• Limited refund: once the service has been completed and the photo report has been sent, refund options become limited; at this stage a refund is possible only at PakMazar's discretion, in the case of a substantiated complaint about the quality of the service.
• Refund process: Request submitted (via support) → Review (within 24 hours) → Decision (approval/rejection) → If approved, bank transfer (5–10 business days).
• Refund requests are submitted through the support section in the application or through the contact details set out in section 15.

8. Rights and obligations of the parties

You guarantee the following:

• That the information you provide when placing an order (grave location, contact number) is accurate;
• That payment is made on time and in full.

PakMazar guarantees the following:

• That the order will be assigned to a suitable worker and its completion will be ensured;
• That you will be provided with a report of the completed work;
• That your personal data will be protected in accordance with the Privacy Policy.

9. Limitation of liability

PakMazar is not liable for any delay or inability to provide the Service arising from circumstances beyond the control of you (or third parties), including force majeure, natural conditions, government prohibitions, or the actions of third parties. Except in these circumstances, PakMazar bears liability, as determined by law, if it fails to properly perform the obligations it has undertaken.

10. Personal data

The rules for the collection, processing and protection of your personal data are described in detail in our Privacy Policy. By using the Service, you also confirm that you have read and agree to the Privacy Policy.

11. Deleting your account and personal data

There are two ways to delete your account and the personal data associated with it:

A) Within the application:
You can submit a request directly from Profile → Settings → "Delete account".

B) By email:
You can submit a request by emailing ayist@pakmazar.az with the subject "Account Deletion Request", stating the phone number or email address used at registration.

Once your request has been recorded, the process of deleting your account begins within 7 (seven) business days. In accordance with section 6 of the Privacy Policy, your personal data is permanently and irrecoverably deleted 3 months after the deletion date (this period exists solely to resolve possible disputes and to respond to legal requirements).

Note: to confirm that the person submitting the request is the genuine owner of the account, PakMazar may require additional identification (for example, SMS confirmation to the registered number).

12. Dispute resolution and governing law

This Agreement is governed by the legislation of the Republic of Azerbaijan. Disputes between the parties are, in the first instance, to be resolved through negotiation; if no agreement is reached, the dispute is to be referred to the competent court of the Republic of Azerbaijan.

13. Termination of the Agreement

You may terminate this Agreement at any time by deleting your account (see section 11). PakMazar may restrict or suspend service to a user's account in the event of a breach of the terms of this Agreement.

14. Changes

This Agreement may be updated from time to time. Material changes will be communicated to you through a notification within the application.

15. Contact

Ay-İst MMC
Email: ayist@pakmazar.az