Delivery & Cancellation Policy

1 Service area

We currently deliver within New Borg El Arab. You pick your district when you add an address, and the app only shows stores that serve it. Ordering times follow each store’s opening hours.

2 Delivery fees

• The delivery fee depends on your district and the distance from the store to your address; delivery may be free above a certain order value.
• Some districts may add a service fee or a small-order fee.
• All fees appear in the order summary before you confirm, and nothing is added afterwards.

3 Delivery times

• The Merchant sets the preparation time when accepting the order, and the app shows an estimated arrival time you can follow along with the Rider’s location.
• Times are estimates and may slip because of traffic, weather or demand; we will update you in the app about significant changes.
• Scheduled orders can be booked from 45 minutes to 7 days ahead; preparation and delivery start before the chosen time.

4 Receiving your order

• Be available at your address and on your registered number. You see the Rider’s name and vehicle, and their phone number once they have picked up your order.
• If the app shows a delivery code, give it to the Rider only once you have your order.
• Check your order on arrival and pay the Rider the amount shown in the app.
• If we cannot reach you or you are not at the address, the Rider records a failed delivery and the order is closed without charging you. We may restrict accounts where this keeps happening.

5 Cancelling your order

• You can request a cancellation from the order screen in the app, with a reason, as long as the Rider has not picked the order up from the store.
• Our team reviews it straight away. We usually approve if the Merchant has not started preparing, and may decline if the order is already prepared, especially meals and items made for you.
• An order cannot be cancelled after the Rider has picked it up.

6 Cancellation by the Merchant or CallDoor

• The Merchant may decline the order if an item is unavailable or the store is closed.
• If the Merchant does not respond within 10 minutes, the order is cancelled automatically and we let you know.
• We may cancel if no Rider is available, a price is clearly wrong, or we suspect fraud.

7 Money when an order is cancelled

• We do not charge cancellation fees.
• Because you pay on delivery, you are not charged for a cancelled order.
• Any wallet credit used on the order goes back to your wallet automatically.
• A cancelled order does not count towards a promo code’s usage limit.

8 Problems with an order

If an item is missing, wrong or damaged, or the order was very late, tell us through Support in the app as soon as possible, preferably within 24 hours of delivery, with photos if you can. We check with the Merchant and the Rider and get back to you quickly.

When the problem is confirmed, we credit your CallDoor wallet with the value of the affected items, up to the full order value. If you prefer to get the money back another way, tell support and we will agree it with you.

9 Returns and exchanges

• Under the Consumer Protection Law, food, perishable goods and goods whose nature or packaging prevents return cannot be returned once received, unless they are defective or not what you ordered.
• Non-perishable items that are unopened and in their original condition can be exchanged or returned within 14 days of receipt, and defective items within 30 days. Contact support to arrange it with the Merchant.

10 Contact us

Support in the app is fastest because it reaches us with your order details. You can also use the contact page or email [email protected].