Delivery and shipping policy

This document is required by Article (15/3) and complies with Article (16) of Decree-Law No. (21) of 2025 on Electronic Commerce (قرار بقانون رقم (21) لسنة 2025م بشأن التجارة الإلكترونية).

How an order reaches you

The platform offers three methods, and the ones available to you are shown according to the business and your area:

1. Delivery

The order is delivered to your address by a driver working with the platform, or by the business itself where it delivers its own orders. In both cases the delivery fee is shown to you before you confirm.

2. Collection in person

You collect your order from the business's branch directly, with no delivery fee. We tell you when it is ready.

3. Shipping

For orders outside the direct delivery range, the order is shipped through a shipping company licensed by the competent authorities, under Article (16). You are given the waybill number as soon as the order is handed to the company, and it is sent to your email address if you have registered one, so that you can track your consignment with the company.

The delivery fee

• It is calculated by delivery area, and shown separately from the value of the products on the review page and on the invoice, under Article (11/1/d).
• The shipping fee is set by shipping area and shown to you before confirmation.
• If an order turns out to need a larger vehicle than usual because of its size, it is referred to the platform's management to set an appropriate fee, and it does not proceed until the new fee has been put to you and you have agreed to it. You are free to refuse and cancel the order with no obligation.

Timings

• Restaurants: the business displays an estimated preparation time, shown to you before you order, with travel time added to it.
• Supermarkets and shops: according to the area and driver availability.
• Shipping: according to the shipping company's timeframe for the area, shown to you before confirmation.

These times are estimates and are affected by traffic, weather, closures and checkpoints. We undertake to tell you of any material delay as soon as we know of it.

When an order is late

If the order does not arrive at the agreed time, then under Article (14) of the law you may:

1. Accept it and pay for it, or
2. Refuse it and return it at the platform's expense — you bear no delivery fee, and anything you have paid in advance is refunded to you within a maximum of two weeks.

Our responsibility for whoever delivers

Our responsibility for the proper performance of delivery stands whether it is carried out by a platform driver, by the business, or by a shipping company, under Article (11/2). We do not refer you to the shipping company to pursue it on your own — contact us and we follow it up.

Obligations of the delivery party

The delivery parties we work with undertake, under Article (16), not to transport any products without tax invoices as required by the legislation in force, and to issue a tax invoice for the transport charge.

What is on you

• The address must be accurate and reachable, and the phone number working. Being unable to reach you because of a wrong address or a switched-off phone is not a delay on our side.
• If delivery cannot be completed because you are not there, we try to contact you. A delivery fee may be charged where this happens repeatedly without good reason.
• You may authorise someone else to receive the order on your behalf, at your own responsibility.