1. Introduction
AL-MUHAFIZ TRACKERS (PRIVATE) LIMITED ("AL-MUHAFIZ") provides Vehicle Tracking and related value-added services in Pakistan. This Code explains how we treat consumers fairly, transparently, and in accordance with PTA requirements and the Telecom Consumer Protection Regulations, 2009 (as amended).
2. Vision
To be Pakistan's trusted partner for vehicle security and fleet visibility — delivering reliable GPS tracking, responsive support, and clear commercial terms.
3. Core values
- Customer first and transparent pricing
- Reliability and quality of service
- Privacy and confidentiality of consumer information
- Compliance with PTA licence, regulations, and directions
- Honest advertising and fair commercial practice
4. Quality of Service (QoS)
- We aim to provide high-quality tracking solutions using suitable technology and trained staff
- We align service quality with our licence and PTA KPIs as issued from time to time
- Support channels are available during published working hours and via emergency contact paths for critical incidents
4.1 Tariffs and billing
- No tariff change or advertisement requiring PTA approval will proceed without such approval
- Consumers are informed of exact costs before purchase, including taxes where applicable
- Effective tariffs match published / contracted rates
- Optional tariffs / add-ons are not pre-activated without consumer consent
- Tariff changes: at least seven (7) days' prior notice via TCP Regulation channels and website notice
- Billing information is provided as required by licence / PTA directions; soft copies can be emailed free of cost on request
5. Security and confidentiality
We protect consumer privacy and network/service confidentiality. Consumer information is not disclosed to third parties except as published in directories, agreed by the consumer, or required by law. See our Privacy Policy.
6. Service interruption
- Planned upgrades: thirty (30) days' prior notice where practicable
- Unplanned faults: reason and expected restoration communicated by available means
- Reasonable concessions may be considered for lengthy outages without due notice
7. Service provisioning
Consumers may select available packages. Services are provided fairly, transparently, efficiently, and without unlawful discrimination.
8. Withdrawal of service
We will not withdraw a service category unless PTA prior written approval is obtained and affected consumers receive at least ninety (90) days' prior written notice, where required.
9. Suspension and disconnection
- Policies are communicated to consumers in contracts and on this website
- Fifteen (15) days' prior notice with reasons and remedial steps (except where urgent lawful suspension applies)
- Notice via personal service, courier/registered mail, telephone, email, invoice, and/or SMS
- Paid-up services are not suspended merely due to default on a different service, subject to PTA rules
- Restoration within twenty-four (24) hours after remedial steps are completed
10. Non-payment and billing disputes
Consumers should pay bills by the due date and notify disputes with invoice details, disputed amount/service, reason, and documents. We investigate and adjust if decided in the consumer's favour. Extended non-payment may lead to suspension/termination after notice.
11. Brands / products
Product and package details are explained clearly. We endeavour to recommend suitable packages for expressed needs. Material product changes are shared with PTA for information/record where required.
12. Account and billing information
Account information is available to consumers. Billing is intended to be accurate. Soft-copy bills can be provided by email free of cost; itemised hard copies may carry a reasonable charge if requested.
13. Refund of deposits
Security deposits (if any) are adjusted against dues and remaining amounts returned within thirty (30) working days of termination/expiry, as further detailed in our Refund & Return Policy.
14. Complaints
14.1 Nature of complaints we entertain
- Misuse of services, QoS, illegal practices, poor services
- Provision / non-provision of service, misleading statements
14.2 How to complain
- Helpline: +92 311 1133170
- Email: hello@almtrace.com
- Web: Contact form
Every complaint receives a unique reference and a target redressal timeline — as soon as possible and not later than three (3) working days for first-level handling, subject to PTA KPIs for specific complaint types (for example QoS/fault often within 48 hours; refunds up to 15 working days).
14.3 Escalation to PTA
If unsatisfied, consumers may file with PTA Consumer Protection Directorate / zonal offices or email complaint@pta.gov.pk with name/address, operator name, facts, contract copy if available, prior correspondence, and remedy sought.
15. Advertising and fair practice
We commit to clear advertising across digital and offline channels and will not adopt unfair commercial practices. PTA determinations and TCP Regulations are binding.
16. Consumer communications consent
Optional services and marketing are consent-based. Critical robocalls and alert channels require informed consent as described in our Privacy Policy and service forms.
17. Force majeure and governing law
Force majeure events excuse performance for their duration. Services and this Code are governed by Pakistani law and PTA instruments listed in our Terms & Conditions.
18. Consumer manual
Key consumer information is published through this website (Terms, Privacy, Refund, Shipping/Installation, and this Code). Printed or PDF consumer manuals can be provided on request.
Last updated: 24 July 2026
Questions? Email hello@almtrace.com or call +92 311 1133170.