By entering, connecting, using or creating an account on this website and its associated applications on iPhone, iPad, Android, and any mobile application (hereinafter collectively referred to as the “Platform”) including without limitation to any services offered on the Platform, you acknowledge that you have read and understood the following Terms and Conditions (collectively the “Terms”), including these Terms, terms of our Privacy Policy available and you agree to be bound by them and to comply with all the applicable laws and regulations regarding your use of the Platform. You acknowledge that these Terms constitute a binding and enforceable legal contract between yourself and DELIVERY HERO EGYPT S.A.E (hereinafter referred to as Emdad, “Company”, “we”, “us” , “our”) with reference to the use of this Platform. Please read these terms before ordering any items from our application. You become a user of the Platform (“User” or “you”), by entering, using, browsing or registering on the Platform. As a User, you agree and undertake to comply with the provisions of these Terms. You are responsible for making all arrangements necessary for you to have access to the Platform. You are also responsible for ensuring that all persons who access the Platform through your Internet connection are aware of these Terms and that they comply with them. By viewing, using, accessing, browsing, or submitting any content or material on the Platform, you agree to these Terms as a binding legal agreement, without limitation or qualification. The term "you" or "You" shall include any person or entity, who views, uses, accesses, browses or submits any content or material to the Platform. If you do not agree to these Terms, then you may not use the Platform. Emdad reserves the right to modify these Terms at any time without prior notice. You agree that each visit you make to the Platform shall be subject to the Terms as displayed, and your continued use of the Platform now or following the modifications in these Terms confirms that you have read, accepted, and agreed to be bound by such modifications.
The Platform allows its Users who agree to the Terms to order from its partnered restaurants, vendors, groceries etc. that may be operated by third parties or affiliated companies (hereinafter referred to as the “Merchants”). The purpose of this Platform is to provide a simple and convenient service to Users, linking them to Merchants in their area for delivery (our “Service”) to order a variety of goods including prepared meals, beverages, non-prepared food and miscellaneous non-food items (hereinafter collectively referred to as “Goods”). Interactive options allow Users to build and submit orders at the click of a button. When you place an order from a Merchant, Emdad acts as a facilitator on behalf of that Merchant to conclude your order from the Platform and to manage your experience throughout the order processing. We have created the Platform to serve as a marketplace for its Users. Emdad does not sell or interfere in any way in the production of any goods or service produced by the Merchants. What this online market offers to the Users is the ability to search for and find local Merchants that deliver or make these Goods available to their addresses and enables ordering them through this Platform. The Merchants are obligated to comply with the country’s local laws, rules, regulations, and standards pertaining to goods and services preparation, sale, marketing and safety. However, it is important for Users to understand that Emdad does not in any way independently verify the credentials, representations or products of Merchants, the ingredients or the quality of any products, or that a Merchant is in compliance with applicable laws. Users must make themselves comfortable through information provided by Merchants on the Platform or as requested by Users directly from the Merchants as to the quality and reliability of the Merchants, as well as to their compliance with applicable laws. We reserve the right, but are not obligated, to restrict or limit the sales of our Goods to any person, geographic region or jurisdiction. Due to the laws in some countries, we shall not offer for sale certain goods, or restricted items to you. Any offer for any Goods made on the Platform is void when it is prohibited by law. Emdad does not in any way guarantee the quality of any Goods or that any Goods complies with applicable laws and does not guarantee matching the list of Goods displayed on the Platform to what is actually provided to the Users. In addition, a Merchant may represent that goods and services preparation is in accordance with special standards, for example (including without limitation) to "organic," "macrobiotic" or allergen-specific standards, for example (including without limitation) "nut-free", "gluten-free", or "lactose-free". However, Emdad is not obligated to provide ingredient information or allergen information on the Platform. Further, Emdad does not guarantee that the Goods sold by Merchants are free of allergens, unless otherwise required by applicable laws. If you have allergies, allergic reactions or dietary restrictions and requirements, please contact the Merchant before placing an Order on our Platform. as Emdad does not independently investigate or verify such representations. Emdad and the Merchants (as the case may be) reasonably endeavor to comply with your special instructions for an Order. However, in some cases where this is not feasible, possible or commercially reasonable, Emdad and/or the Merchants reserve the right to proceed to prepare the Order in accordance with standard operating procedures. Neither Emdad nor the Merchants shall be responsible to replace or refund an Order which does not conform to special instructions provided by you. Emdad shall not be liable or responsible for any goods and services offered by Merchants that is unhealthy, is the cause of injury, that is otherwise unacceptable to Users or that does not meet the expectation of Users in any manner. Users are solely responsible for verifying the accuracy of delivery addresses, and Emdad shall have no liability or responsibility for any such erroneous addresses. All goods and services preparation and deliveries are the sole responsibility of the Merchant accepting the order. Please be aware that the Merchant will do everything they can to meet the delivery time specified, however delivery times may be affected by factors beyond their control and therefore cannot be guaranteed. We will inform you if we become aware of an unexpected delay.
User can create an account on the Platform and can determine their own “user name” and “password” which are determined by the User herself himself. The user name is personal to the User and the same “user name” is not given to two different Users. The “password” is only known by the user. The user can change the password at any time. It is solely under the responsibility of the user to select and protect the password. Emdad is not liable for any problems, which may arise from the use of password. Emdad informs the user about the promotions, which take place in the user’s area and from which the user may benefit, by emails. Emdad may share your username and password with the third party companies for the purpose of providing our Service – for example, the phone number may be shared with the Merchant which deals with take-out goods and services, in order to provide a faster and correct delivery. For the user to connect to the services, which require an Account of the Platform, the user must enter the user name and password. This process is called “login” to the Platform. By using this Platform, you warrant that any personal information provided by you is true, accurate, current and complete in all respects and that you will notify us immediately of any changes to your personal information by updating your User profile on the Platform or by contacting us, you agree not to impersonate any other person or entity or to use a false name or a name that you are not authorized to use. You are not allowed to register multiple Accounts for use by the same person. Violation of this clause may result in termination of your account. Users passwords should be kept confidential at all times and must not be shared or disclosed to anyone. You are responsible for all activities and orders that occur or are submitted through your Account. If you know or suspect that someone has knowledge of your password, then you should contact us immediately. You may not use the Platform for any unlawful or unauthorized purpose, including without limitation to: Distributing any unlawful, libelous, abusive, threatening, harmful, obscene or otherwise objectionable material. Transmitting material that constitutes a criminal offense, results in civil liability or otherwise breaches any laws, regulations or codes of practice. Interfering with any other persons use or enjoyment of the Platform. Damaging, disabling or impairing the operation of this Platform or attempting to gain unauthorized access to this Platform or to networks connected to it, through hacking, spoofing or other such similar means. We expect a device to hold one User account only. We may allow service in such cases but we will not allow the use of promotions. If you wish to delete your Account, please contact us via the Platform chat feature requesting the same.
Once you have selected your Goods from the list of your chosen Merchant you will be given the opportunity to submit your order by clicking on the “Checkout” button (the “Order”). Please note it is important that you check the information that you enter and correct any errors before clicking on the “Checkout” button since once you click on this input, errors cannot be corrected. On receipt of your order, the Platform will begin processing your order and we will send an email and message on the final page that your order has been received and sent successfully to the Merchant. Where any payment you make is not authorized you will be returned to the previous page on the Platform and we shall not be obliged to provide the services.
You can cancel an order for a full refund until the order has been accepted by the Merchant. In the event that you need to cancel the order after it has been accepted by the Merchant, please contact us via the chat function on the Platform to cancel the order. Emdad reserves the right to not issue full or partial refunds if you have canceled the order after it has been accepted. An order may be subsequently canceled by a Merchant after you have received a confirmation that it has been sent to the Merchant. Emdad and our partner Merchants reserve the right to cancel any order, before or after acceptance, and will notify you immediately of any such cancellation. Your order history will only hold your successful orders, and in case of failed online payment, the Order amount will be refunded to your Emdad account as Emdad credit unless you request a refund to the original source of payment account which will take place within 7-14 days as per your bank. For non-food vertical orders, any cancellation, return, or refund of items or orders shall be in accordance with the consumer protection laws and regulations applicable in Egypt. For the avoidance of doubt non-food vertical orders means any order from a shop under groceries, flowers, electronics, health & beauty..
You understand that the available goods offered by Emdad may vary from delivery area to delivery area. By entering your delivery address on the Platform, you will see the Merchants that we make available to you at that time. Delivery areas may expand, shrink or change depending on different conditions such as: weather, traffic, situations of force majeure, etc. Delivery Time Emdad shall deliver your Order to the delivery address provided by you. An estimated delivery time will be provided to you in your email confirmation as well as on the order tracking page. However, delivery times shall vary depending on factors that are not controllable (e.g. order quantity, distance, time of day (peak periods), weather conditions, traffic conditions, etc.). You can view the remaining delivery time of an Order when you click on ‘My orders’ on the Platform. You acknowledge that the delivery time we provide is only an estimate and Orders may arrive earlier or later. To ensure that you do not miss a delivery of an Order, you should ensure that either you or someone is at the delivery location to receive the Order once an Order is placed. Unsuccessful or Failed Deliveries Without prejudice to any other clauses in these Terms, in cases where we attempt to deliver an Order but we are unable to do so due to the reasons caused by you, including but not limited to: no one was present or available to receive the Order; customer was uncontactable despite attempts to reach the customer via the phone number provided; lack of appropriate or sufficient access to deliver the Order successfully; lack of a suitable or secure location to leave the Order. We will contact you via, among others, in-app call or message, or email, to inform the unsuccessful delivery and next steps. In such cases, Emdad reserves the right to cancel the Order without refund or remedy to you. No Show Cancellation If you remain uncontactable or fail to receive the Order within reasonable time from the time the Order arrives at your delivery address, Emdad reserves the right to cancel the Order without refund or remedy to you. Wrong Order, Missing Order, Defective Items Upon receipt of your Order, if you discover that there are issues with your Order (e.g. wrong order, defective order, or missing items) please contact customer support via our in-app customer support chat feature immediately. In some cases, Emdad may request for photographic proof and/or additional information to properly investigate the issue with your Order. If we determine that the Order and/or goods you received are not of satisfactory condition or quality, we will compensate you for your Order or parts of your Order. Late Delivery If your Order is significantly delayed from the estimated delivery time, please contact customer support via our in-app customer support chat feature immediately. In some cases, Emdad may request for additional information to properly investigate the issue with your Order. If we determine that the Order and/or goods you received is significantly delayed we will compensate you for your Order. Contactless Delivery As one of the delivery options, the customer may select (for some of the offered goods) contactless delivery (the delivery of the Order to the front door of a specified delivery address without face-to-face interaction for instance). Emdad shall not be liable for theft, damage, contamination and/or other deterioration of the goods that occur after delivery has taken place.
Pick-up Process Where available as indicated on the Platform, you will have the option of collecting your Order in-person directly from the Merchant’s premises ("Pick-Up") instead of having the Order delivered to You. Your email confirmation will indicate the time for you to take-out the Order (“Collection Time”). The Merchant will prepare the Order by the Collection Time. In some cases, a reasonable delay may be expected. The Merchant agrees to hold the Order for you at the Merchant’s premises for no more than a reasonable period of thirty (30) minutes from the Collection Time (“Holding Time”) and shall not be obliged to provide the Order to you if you fail to take-out your Order within the Holding Time. Pick-up Liability In the event of unreasonable delays in Pick-Up attributable to you, you bear the risk of any damage or loss of Goods or any deterioration in quality or change in condition of the Goods (e.g. changes in the temperature fit for consumption). In this case, you shall not be entitled to a refund or replacement of the Goods. You alone are responsible for inspecting the Goods/Order when you Pick-Up your Order and shall report any issues and/or defects to the Merchant, as a recipient of messages for Emdad, before leaving the Merchant’s premises.
During the use of the services of the Platform, the User accepts and undertakes: The information provided to us is correct. The User is the only party responsible for any losses which may arise from any misinformation or inadequate information (ex. forgetting the password); and in these cases his/her Account may be terminated. The User is solely responsible for all personal ideas, opinions, statements set forth by the User while using the services of the Platform, all the files uploaded to the Platform and the personal information sent, and that in no way Emdad shall be held liable for these files, not to access any services provided in the Platform unauthorized and in any way other that the one identified by the Platform; not to change the software in any way; not to use the software which is identified as being changed; and to indemnify Emdad for all material and moral losses in the event the User does not comply with the aforementioned articles, Talabt shall not be responsible for any damages which may arise from reading of data belonging to any Users by any unauthorized people, not to send any messages which are threatening, immoral, racially and contrary to the laws of Egypt and international agreements, any correspondences, titles, nicknames posted to the context shall not be contrary to the rules of public morality, good manners and laws, not to harass and/or threaten other users, or any of the Platform live chat personnel, not to act in a way affecting the use of services by other users, not to post, print, distribute, circulate any amoral, inappropriate and unlawful materials and information which may give harm to the names of any people or institutions, not to advertise, sell or offer to sell any products or services, engage in any activities such as survey, competition or chain letter, not to send any information or programs which may give harm to the information or software in the computers of other users. All of the records or materials obtained by using the services of Emdad are within the consent of the user; the user shall be absolutely responsible for any damages, loss of information or other losses caused by them in the user’s computer; the user shall not demand any compensation for any losses arising from the use of the service, not to use the services of the Platform for any commercial and advertising purposes without obtaining the consent of Emdad. Emdad may monitor all systems at any time or continuously. The Platform may use its system for commercial purposes, not to mail any information which is forbidden legally and circulate any mails which do not have authorization to be sent such as chain mail, malicious software, etc., not to record and misuse any personal information belonging to others, The User himself/herself is responsible for all kinds of acts made under the “username”, The clients must pay the service fee which is notified previously at the time of delivery of products; otherwise the products shall not be delivered to the clients. not to access the Platform or services using a third-party's account/registration without the express consent of the account holder; not to use the Platform for illegal purposes; not to commit any acts of infringement on the Platform or with respect to content on the Platform; not to use the Platform to engage in commercial activities apart from sanctioned use of Emdad services; not to copy any content, including, but not limited to Merchant menu content and third-party reviews, for republication in print or online; not to create Merchant reviews or blog entries for or with any commercial or other purpose or intent that does not in good faith comport with the purpose or spirit of the Platform; not to attempt to gain unauthorized access to other computer systems from or through the Platform; not to interfere with another person's use and enjoyment of the Platform or another entity's use and enjoyment of the Platform; not to upload or transmit viruses or other harmful, disruptive or destructive files; and/or not to disrupt, interfere with, or otherwise harm or violate the security of the Platform, or any services, system resources, accounts, passwords, servers or networks connected to or accessible through the Platform or affiliated or linked Platforms (including those of our Merchant partners). All users who are minors in the jurisdiction in which they reside must have the permission of, and be directly supervised by, their parent or guardian to use the Platform. If you are a minor, you must have your parent or guardian read and agree to this Agreement prior to you using the Platform. Credit or Debit cards used in placing orders through the online payment gateway on the Platform must belong to the user. Otherwise, the user must obtain the legal permission from the card owner to perform the transaction.
Other than personally identifiable information (“Personal Data”), which is covered under the Platform Privacy Policy, any material you transmit or post to this Platform will be considered non-confidential and non-proprietary. the Platform will have no obligations with respect to such material. the Platform and anyone we designate will be free to copy, disclose, distribute, incorporate and otherwise use that material and all data, images, sounds, text and other things embodied in it for any and all commercial or non-commercial purposes. You are prohibited from posting, uploading or transmitting to or from this Platform any material that: Breaches any applicable local, national or international law; Is unlawful or fraudulent. Amounts to unauthorized advertising; or Contains viruses or any other harmful programs. You may not misuse the Platform (including by hacking). Any comments or feedback that you submit through the Platform must not: Contain any defamatory, obscene or offensive material; Promote violence or discrimination; Infringe the intellectual property rights of another person; Breach any legal duty owed to a third party (such as a duty of confidence); Promote illegal activity or invade another’s privacy; Give the impression that they originate from us; or Be used to impersonate another person or to misrepresent your affiliation with another person. The prohibited acts listed in the above paragraphs are non-exhaustive. You will pay Emdad for all costs and damages which it incurs as a result of you breaching any of these restrictions. Emdad will fully co-operate with any law enforcement authorities or court order requesting or directing us to disclose the identity or location of anyone posting any material in breach of the above paragraph.
You may not access or use the Platform for any other purpose other than that for which the Platform makes it available. The Platform is for the personal use of users only and may not be used in connection with any commercial endeavors except those that are specifically endorsed or approved by the Platform. In case of any prohibited activities committed by the user, the company has the right to suspend, block or terminate the user's Account and prevent his access to log in the service. Prohibited activities include but not limited to the following: Violate any law, statute, ordinance or regulation Violate applicable laws or industry regulations regarding the sale of alcoholic drinks or prescription drugs and devices Violate copyright, trademark, right of publicity or privacy or any other proprietary right under the laws of account owner’s jurisdiction Any illegal products, services or activities, including encouraging, promoting, facilitating or instructing others to engage in illegal activities Payments to or from any listed sanctioned countries. Businesses or businesses with persons subject to international/national sanctions, suspected or convicted of terrorism, financial crime or any other offence Providing false information relating to the customer's identity or business activities Any product, service or activity that finance terrorism Narcotics, steroids, certain controlled substances or other products that present a risk to consumer safety, products including THC, CBD or any other similar substance, any activity that relate to drug paraphernalia Products, services or activities including media and journalism, that could be considered as being of a discriminatory, hateful, racist or exploitative nature, or of inciting harassment, bestiality, mutilation or violence Connected to services where the service provider collects money on behalf of others as a payment services provider, cheque encashment agencies, foreign exchange providers,, money transmitters, traveler’s cheques or money orders Involving ammunition, explosives, arms, defense or weapons, replica weapons, gun parts or related parts or accessories, hunting, manufacture/distribution of weapons Services relating to hospitality timeshares or issuing of travel visas Promotion or advertising of products or services other than your own without appropriate authorisation Collecting money without a license when compulsory in the account owner's jurisdiction Multi-level marketing programs, network sales, matrix programs, outbound and inbound telemarketing or other similar programs including pyramid and Ponzi schemes Gambling, betting activities, casinos, lotteries, sweepstakes, penny auctions, services related to fantasy sports or sports forecasting, or sale of value usable “chips” or vouchers connected to this services, certain in-purchasing games Programs, materials or services related to get-rich courses or related to increasing your wealth or gambling Factoring, lending, investment services, financial, escrow or mortgage services, pawn shops Private business directories, businesses specializing in warning letters, liquidation or proxy services Buying or selling stocks, bonds, securities, options, futures, binary options or investment interest in any entity or property, services related to raffles, debt consolidation, insurance brokers, payday lenders, medical collections, scholarship programs, payment protection insurance, currency exchange or FOREX activities Modification chips (e.g. to modify a games console in order to use non-producer hardware or software) Ticket agencies without a license, ticket resale Replica clothes and products, or counterfeit goods Objectionable, offensive, indecent, harassing, threatening, embarrassing, distressing, vulgar, hateful, racially, ethnically or sexually offensive, or otherwise inappropriate behaviour towards the Emdad personnel. Highly rated politically exposed persons (PEP). Engaging in fraudulent practices to claim non-receipt of an order, either partially or completely, repeatedly placing fake orders and canceling them to unjustly benefit from compensations provided by the Emdad platform, or misusing promotional offers Emdad reserves the right but is not obligated to do any or all of the following (with no limitation to other actions): investigate an allegation that any content posted on the Platform does not conform to these Terms and determine in its sole discretion to remove or request the removal of the content; remove content which is abusive, illegal, or disruptive, or that otherwise fails to conform with these Terms; monitor, edit, or disclose any content on the Platform; and edit or delete any content posted on the Platform, regardless of whether such content violates these Terms. cancel any Order and/or suspend, deactivate or terminate your Account in its sole discretion if it reasonably suspects or detects fraudulent behavior or activity associated with your Account and/or with your Order and/or any of the reasons named in section 4 of these Terms. The Emdad platform wallet balance will be blocked if it is proven that the customer obtained its value fraudulently
You may not access or use the Platform for any other purpose other than that for which the Platform makes it available. The Platform is for the personal use of users only and may not be used in connection with any commercial endeavors except those that are specifically endorsed or approved by the Platform. In case of any prohibited activities committed by the user, the company has the right to suspend, block or terminate the user's Account and prevent his access to log in the service. Prohibited activities include but not limited to the following: Violate any law, statute, ordinance or regulation Violate applicable laws or industry regulations regarding the sale of alcoholic drinks or prescription drugs and devices Violate copyright, trademark, right of publicity or privacy or any other proprietary right under the laws of account owner’s jurisdiction Any illegal products, services or activities, including encouraging, promoting, facilitating or instructing others to engage in illegal activities Payments to or from any listed sanctioned countries. Businesses or businesses with persons subject to international/national sanctions, suspected or convicted of terrorism, financial crime or any other offence Providing false information relating to the customer's identity or business activities Any product, service or activity that finance terrorism Narcotics, steroids, certain controlled substances or other products that present a risk to consumer safety, products including THC, CBD or any other similar substance, any activity that relate to drug paraphernalia Products, services or activities including media and journalism, that could be considered as being of a discriminatory, hateful, racist or exploitative nature, or of inciting harassment, bestiality, mutilation or violence Connected to services where the service provider collects money on behalf of others as a payment services provider, cheque encashment agencies, foreign exchange providers,, money transmitters, traveler’s cheques or money orders Involving ammunition, explosives, arms, defense or weapons, replica weapons, gun parts or related parts or accessories, hunting, manufacture/distribution of weapons Services relating to hospitality timeshares or issuing of travel visas Promotion or advertising of products or services other than your own without appropriate authorisation Collecting money without a license when compulsory in the account owner's jurisdiction Multi-level marketing programs, network sales, matrix programs, outbound and inbound telemarketing or other similar programs including pyramid and Ponzi schemes Gambling, betting activities, casinos, lotteries, sweepstakes, penny auctions, services related to fantasy sports or sports forecasting, or sale of value usable “chips” or vouchers connected to this services, certain in-purchasing games Programs, materials or services related to get-rich courses or related to increasing your wealth or gambling Factoring, lending, investment services, financial, escrow or mortgage services, pawn shops Private business directories, businesses specializing in warning letters, liquidation or proxy services Buying or selling stocks, bonds, securities, options, futures, binary options or investment interest in any entity or property, services related to raffles, debt consolidation, insurance brokers, payday lenders, medical collections, scholarship programs, payment protection insurance, currency exchange or FOREX activities Modification chips (e.g. to modify a games console in order to use non-producer hardware or software) Ticket agencies without a license, ticket resale Replica clothes and products, or counterfeit goods Objectionable, offensive, indecent, harassing, threatening, embarrassing, distressing, vulgar, hateful, racially, ethnically or sexually offensive, or otherwise inappropriate behaviour towards the Emdad personnel. Highly rated politically exposed persons (PEP). Engaging in fraudulent practices to claim non-receipt of an order, either partially or completely, repeatedly placing fake orders and canceling them to unjustly benefit from compensations provided by the Emdad platform, or misusing promotional offers Emdad reserves the right but is not obligated to do any or all of the following (with no limitation to other actions): investigate an allegation that any content posted on the Platform does not conform to these Terms and determine in its sole discretion to remove or request the removal of the content; remove content which is abusive, illegal, or disruptive, or that otherwise fails to conform with these Terms; monitor, edit, or disclose any content on the Platform; and edit or delete any content posted on the Platform, regardless of whether such content violates these Terms. cancel any Order and/or suspend, deactivate or terminate your Account in its sole discretion if it reasonably suspects or detects fraudulent behavior or activity associated with your Account and/or with your Order and/or any of the reasons named in section 4 of these Terms. The Emdad platform wallet balance will be blocked if it is proven that the customer obtained its value fraudulently
Emdad takes user satisfaction very seriously. In the case of problems with your goods and services order, please contact Emdad through our live chat and we will assist you. In appropriate cases, if you have already been billed by Emdad on behalf of the Merchant, Emdad will issue full or partial refunds. In the following cases: if you did not receive your order or did not receive your order, you may be issued a full refund; if part of your order is missing, we may issue a partial refund. In every event, we will take into account relevant factors including the details of the order and do our best to ensure your satisfaction. You will receive your refund as Emdad credit on your Emdad account unless you request a refund your bank account (for clarification), cash refunds are not available. For non-food vertical orders, any cancellation, return, or refund of items or orders shall be in accordance with the consumer protection laws and regulations applicable in Egypt. For the avoidance of doubt non-food vertical orders means any order from a shop under groceries, flowers, electronics, health & beauty.