Intro

At Foodélez Mart, we are committed to offering a clear, safe and compliant experience for ordering and receiving food products, in line with Egyptian laws and consumer protection rules.
This Policy explains how you place orders, how food orders are delivered, and what is expected from both you and Foodélez Mart at the time of delivery, whether we deliver using our own couriers or through authorised third‑party delivery partners.

1) Scope and relation to other terms

1.1. This Policy applies to all food orders placed through the Foodélez Mart platform (website or mobile app) within the delivery areas we serve in the Arab Republic of Egypt.

1.2. This Policy forms part of and complements our general Terms of Service, Privacy Policy and Return & Exchange Policy. In case of any conflict, the interpretation that best protects consumers under applicable Egyptian laws, including the Consumer Protection Law, will prevail.

1.3. All products offered and sold via Foodélez Mart are food products, including dry and canned food, fresh, chilled and frozen items, and related grocery products.

2) Business days

2.1. Foodélez Mart’s official business days are from Sunday to Thursday, excluding official public holidays, religious holidays and any exceptional closures announced on the platform.

2.2. “Business days” or “working days” mean the days on which we process orders and perform deliveries, and do not include official public holidays for the purposes of calculating fulfillment times or response times to complaints.

3) Ordering Policy

3.1. Placing an order

• You may place orders by:
  • Creating an Account on Foodélez Mart, or
  • Using a “guest checkout” option where available.
• You must provide accurate and complete information, including at least your full name, mobile number, delivery address Commercial registration number and tax registration number For Companies and any other data necessary to fulfill your order.

3.2. Reviewing the cart and confirming the order

• After selecting food products and adding them to your cart, you can review the cart contents and adjust quantities or remove items before completing payment or clicking “Confirm Order”.
• By clicking “Confirm Order” (or similar), you submit a binding offer to purchase the food products listed in the order summary, at the prices and charges displayed at that time, subject to our Terms of Service and this Policy.

3.3. Order acceptance by Foodélez

• We will send an initial acknowledgment (via the app and/or SMS and/or email), which confirms receipt of your order but does not always mean final acceptance.
• We reserve the right to accept, reject or cancel any order, in whole or in part, in cases including but not limited to:
  • Product unavailability or stock shortages.
  • Obvious errors in price or product description.
  • Suspected misuse or fraudulent activity.
• If an order is cancelled after payment has been made, any amounts paid will be handled in accordance with our Return & Exchange Policy and the payment method used, without prejudice to your statutory consumer rights.

3.4. Order modification or cancellation by the customer before preparation

• You may request to modify or cancel your order within a limited time window before preparation starts, as indicated in the app or Help Center, taking into account the nature of the products (especially fresh and perishable items).
• Once order preparation has started (picking/preparing/cooking where applicable), some or all items may no longer be cancellable or modifiable, and this will be indicated, as far as possible, in the order interface or by customer support.

3.5. Quantity limits and non‑resale

• We may set maximum quantity limits for certain food products per order or per customer, especially during promotions or high‑demand periods, in order to ensure fairness and availability.
• Foodélez Mart must not be used for commercial resale or wholesale distribution of food products without our prior written consent.

4) Delivery Policy

4.1. Delivery methods

• Food orders are delivered using one of the following methods:
  • Foodélez Mart’s own delivery team, or
  • Authorised third‑party delivery companies we contract with, which comply with food safety, hygiene and appropriate transport conditions.
• The delivery method may be selected automatically or based on the options shown in the app/website, depending on your location and the nature of your order.

4.2. Service areas

• We deliver only within specific areas in Egypt, as announced in the app/website or Help Center, and these areas may be updated from time to time.
• Certain areas may be subject to higher delivery fees or longer delivery times, which will be indicated, where possible, during checkout and before order confirmation.

4.3. Delivery options and estimated times

• We may offer different delivery options, such as:
  • Express/fast delivery (for example, within 1–2 hours or same‑day).
  • Standard delivery within an agreed period (for example, same day, next day or within a chosen time slot).
• Delivery time slots shown at checkout are estimates only and are not guaranteed, as they may be affected by external factors such as traffic, weather, high demand or operational constraints of our delivery partners.
• Nevertheless, we make reasonable efforts to meet the indicated delivery times or to inform you of any significant delay, in line with the Egyptian Consumer Protection Law.

4.4. Delivery fees

• Delivery fees vary depending on:
  • The delivery option (express/standard).
  • Your delivery area.
  • The size/weight of the order.
  • Any applicable offers or discounts.
• Delivery fees are displayed clearly before you confirm your order, and no additional charges will be applied without your prior consent, except where you request changes that impact delivery (for example, changing the address after the order has left our facility).

4.5. Delivery attempts and failed delivery

• Our delivery team or third‑party partner will attempt to deliver your order within the agreed time slot using the address and contact details you provided.
• Delivery may fail if:
  • You or an authorised recipient are not present at the address.
  • The address or contact details are incorrect or unclear.
  • You do not respond to repeated contact attempts by the delivery partner.
  • You unreasonably refuse to accept the order.
• As a general rule, we may make up to two delivery attempts per order, with the possibility of agreeing a new time slot with you where feasible, before deciding to cancel the order or apply any additional delivery fees.
• If delivery cannot be completed after the available attempts, your order will be handled in accordance with our Return & Exchange Policy and applicable consumer protection rules, and you will be informed of the action taken (cancellation, rescheduling, extra charge where applicable).

5) Receiving Policy

5.1. Customer presence and responsibility

• You are responsible for ensuring that you, or an authorised representative, are present at the delivery address during the agreed time slot to receive your food order.
• For certain orders (for example, high‑value or prepaid orders), the delivery partner may request an ID document to verify the recipient’s identity.

5.2. Checking the order upon delivery

• We strongly recommend that you check the food products upon delivery to confirm that:
  • Packaging is intact and not visibly damaged.
  • There is no obvious leakage or damage to chilled/frozen products.
  • The items and quantities match your invoice/order summary.
• If you notice any visible damage, shortage or incorrect items, it is preferable to inform the delivery partner immediately where possible and to contact customer support as soon as you can, in line with our Return & Exchange Policy and the Consumer Protection Law.

5.3. Storage of food after delivery

• After receiving your order, you are responsible for storing food products appropriately according to their nature (for example, placing chilled or frozen items in the fridge or freezer without undue delay).
• We are not responsible for any spoilage or deterioration resulting from:
  • Delays in receiving the order beyond the agreed time slot that affect food safety due to reasons attributable to you, or
  • Improper storage after delivery, contrary to product instructions or common food safety practices.

5.4. Proof of delivery

• We may use one or more of the following methods as proof of delivery:
  • An electronic or paper signature from the recipient.
  • Recording the delivery time and location in our delivery system.
  • In certain cases, a photo of where the order was left (for example, at your doorstep if you requested this), while respecting your privacy and avoiding the capture of unnecessary personal details.

Outro

This Ordering, Delivery and Receiving Policy is designed to make your relationship with Foodélez Mart transparent, fair and fully aligned with Egyptian consumer protection standards, so you always know how your food orders are handled and what to expect at every step.
If you have any questions or concerns about this Policy or about a specific order, please contact our customer support through the channels provided in the app/website, and we will do our best to assist you as quickly and effectively as possible.