1About Rafeq

Rafeq is a technology platform that connects you with shops in your city. These terms cover your use of the Rafeq app and rafeqapp.com. By signing up or ordering, you agree to them.

Rafeq builds the platform and licenses it to an independent local operator in each city. The operator provides the delivery service in its city: it signs up shops and captains, sets fees and offers, collects payments and handles complaints. The sale itself is between you and the shop.

2Your account

• You sign up with your mobile number and a code sent by SMS. An account is for one person.
• You must be 18 or older, or use the app under a parent's supervision.
• Give correct details, especially your address and number, so the captain can reach you.
• You are responsible for orders placed from your account.

3Orders and prices

• Prices are the shop's prices at the time of the order. The shop is responsible for them and for its products' quality and expiry.
• Delivery fees and any other fees show before you confirm.
• If an item is out of stock, the shop or captain calls you to offer a substitute or remove it, and the total is updated.
• Photos are for illustration; products may look slightly different.

4Items sold by weight

Meat, chicken, vegetables and other weighed items show an estimated price. The final price is based on the actual weight at the shop, and the captain calls you with the weight and price before delivery.

5Pharmacy orders

When you send a prescription photo, the pharmacy reviews and prices it and decides what to dispense. Prescription medicines aren't dispensed without a prescription. Rafeq is not a medical provider; ask your doctor or pharmacist about any medicine.

6Delivery

Delivery times are estimates and can be late because of traffic, weather or busy times. If the captain can't reach you at the address and number given, the order may be cancelled and the delivery fee charged.

7Payment

• Pay cash on delivery, by InstaPay or by mobile wallet, as available in your city.
• Any payment-method fee shows before you choose it.
• For online payment you upload the receipt, and the order is confirmed after it's checked.
• Payments are collected by, or go to, your city's operator.

8Cancellations, refunds and complaints

You can cancel in the app before the shop starts preparing. After that, cancellation needs the shop's and operator's approval.

If something is wrong with your order (missing, damaged or wrong items), contact us from Account → Contact us the same day. The operator and the shop review it, and refunds are made as wallet credit or money depending on how you paid.

9Offers, wallet and invites

• Offers apply by themselves when your order meets their conditions, and they can end or change.
• Wallet credit can only be spent on Rafeq orders, can't be cashed out, and is lost if you delete your account.
• Invite rewards follow the conditions shown on the invite page. Abuse (such as fake accounts) cancels the reward and credit.

10Not allowed

• Fake orders, or orders meant to harm or harass.
• Abusing captains, shop staff or support.
• Ordering illegal products or using the app for anything unlawful.
• Trying to hack, copy or automate the app.

11Intellectual property

The apps, design, code and the Rafeq name and logo belong to Rafeq. You may use the app for personal use only.

12Limits of liability

Rafeq provides the technology platform only. Shops are responsible for their products, prices, quality and safety; the city operator is responsible for delivery, payment collection, captains and complaints.

We aim to keep the app running, but it may stop for maintenance or faults. As far as the law allows, Rafeq isn't liable for indirect losses, and its liability for any order is limited to that order's value.

13Suspending your account

We may suspend your account if you break these terms. You can delete your account any time from Account → Delete account (details in the privacy policy).

14Law

These terms are governed by Egyptian law, without affecting your rights under Egypt's Consumer Protection Law. We'll first try to settle any dispute amicably; otherwise it goes to the competent Egyptian courts.

15Changes

We may change these terms. We'll update the date at the top, and tell you in the app if the change matters. Using the app after a change means you accept it.

16Contact us

Email [email protected], or Account → Contact us in the app.