Intro

At Foodélez Mart, we see every complaint as an opportunity to improve and build long‑term trust with our customers, not just a problem to close quickly.
This Policy explains how you can submit a complaint, how we handle it, and the timelines you can expect for responses and resolution, in line with Egyptian consumer protection laws and best practice in complaint handling.

1) Scope and definition of a complaint

1.1. This Policy applies to all complaints submitted by Foodélez Mart customers regarding:

• Food products (quality, safety, expiry, conformity with description).
• Services (ordering, payment, delivery, returns and exchanges).
• The behaviour or performance of delivery partners or customer service staff.

1.2. A “complaint” means any expression of dissatisfaction made to us about a product or service, where a response or resolution is explicitly or implicitly expected.

1.3. This Policy does not cover security incidents, fraud or cybercrime reports, which are handled under our information security procedures and relevant laws.

2) How to submit a complaint

You can submit a formal complaint to Foodélez Mart via any of the following channels:

• In‑app/website:
  • Through a “Contact us” or “Support ticket” form, where available.
• Phone:
  • The customer support hotline published in the app/website.
• Email:
  • The support email address listed in the “Contact us” section.
• Other official channels announced by us (e.g. business WhatsApp, live chat), where available.

To help us process your complaint efficiently, please provide:

• Your order number (if applicable).
• The date of the incident.
• A clear description of the problem and the outcome you are seeking (replacement, refund, investigation, explanation, etc.).

3) Complaint receipt and recording

3.1. When we receive a complaint through any channel, we will:

• Record it in our ticketing/complaint register with a unique reference number.
• Store your contact details (phone, email) to keep you updated.

3.2. We aim to:

• Acknowledge receipt of your complaint within no more than 1–2 business days from the date we receive it, via in‑app message, SMS or email, including your complaint reference where possible.

4) Review and response timelines

4.1. Complaints are reviewed according to their nature and urgency:

• Complaints related to food safety or potential health risks (e.g. suspected food poisoning, serious spoilage, dangerous defects):
  • Treated as urgent and prioritised, with contact made as quickly as possible and investigation completed as soon as reasonably practicable, in line with our legal and safety obligations.
• Complaints related to product/service quality, delivery, returns, billing:
  • Investigated by reviewing the order, system logs and, where appropriate, input from relevant teams (delivery partners, suppliers, etc.).

4.2. Target timeframes (guideline only):

• Initial acknowledgement: within 1–2 business days.
• Initial substantive response: within 5 business days of receipt.
• Resolution or final response: within 15 business days of receipt, unless the complaint reasonably requires more time to investigate (in which case you will be informed).

5) Outcomes and remedies

5.1. After reviewing your complaint, possible outcomes may include one or more of the following, depending on the circumstances and the law:

• Providing a clarification or apology if a misunderstanding or service shortfall occurred.
• Replacing or re‑delivering the product in case of confirmed shortage, error or damage.
• Refunding part or all of the amount paid, in line with our Return & Exchange Policy and applicable law.
• Offering a voucher or loyalty points as a goodwill gesture in some cases (at Foodélez Mart’s discretion).
• Taking internal corrective actions (e.g. staff training, process changes, supplier quality review).

5.2. You will be informed of the proposed outcome and any further steps required from you (such as returning a product, providing additional documents or photos).

6) Escalation and external options

6.1. If you are not satisfied with our response or proposed solution:

• You may request an internal escalation so that your complaint is reviewed by a more senior manager or a dedicated escalation team, and you will be informed of the outcome within a reasonable timeframe.

6.2. Without prejudice to any other rights you may have, if a satisfactory resolution cannot be reached, you may:

• Submit a complaint to the Egyptian Consumer Protection Agency (CPA), which can investigate and mediate disputes between consumers and businesses.
• Take legal action before the competent Egyptian courts to seek your rights under the Consumer Protection Law and other applicable laws.

We will cooperate with the CPA and other competent authorities if they contact us regarding a complaint you have submitted.

7) Confidentiality and data protection

7.1. All complaints and personal data provided in connection with them are handled confidentially and in accordance with our Privacy Policy, data protection requirements and applicable laws.

7.2. Complaint information is used solely for:

• Investigating and resolving your complaint.
• Improving our services.
• Fulfilling our legal and regulatory obligations.

Outro

We believe that listening carefully to complaints and handling them fairly is essential to improving Foodélez Mart for all our customers.
If you have a complaint, concern or suggestion, please reach out through our customer support channels; we are committed to investigating your issue with care and responding as promptly and transparently as possible, in line with Egyptian consumer protection standards.