About CallDoor
CallDoor is a local delivery platform currently operating in New Borg El Arab. It lets you order meals, groceries, pharmacy products and household items from the restaurants, stores and pharmacies listed on it ("Merchants"), and delivery riders registered on the Platform ("Riders") bring the order to you.
The Merchant is the seller of the products and is responsible for them. CallDoor receives your order, passes it to the Merchant, arranges delivery, collects payment and provides support. When the Merchant accepts your order, the sale is between you and the Merchant.
Your account
- You must be at least 18 years old to create an account.
- You sign in with your mobile number and a code sent to it. You are responsible for your phone, the codes you receive and everything done through your account.
- Your details (name, mobile number and delivery address) must be accurate and up to date.
- Your account is personal and may not be sold or transferred.
- You can ask us to delete your account at any time from the app, as explained on the "Delete account" page.
Orders and prices
- Merchants set product prices, descriptions and availability and are responsible for their accuracy.
- Before you confirm, the app shows the full total: item prices, the delivery fee (based on zone and distance), any service or small-order fee, discounts, any tip, and the amount due in cash. That is the amount you pay.
- An order is confirmed when the Merchant accepts it. A Merchant may decline an order, for example if an item is unavailable or the store is closed; the order is then cancelled at no cost to you.
- You can schedule an order in advance within the times offered in the app.
- If a price is clearly wrong because of a technical or input error, we or the Merchant may cancel the order and will let you know.
Payment, wallet and points
- Payment is currently cash on delivery. You pay the Rider the amount shown in the app when you receive your order.
- CallDoor wallet credit comes from refunds, compensation, referral rewards and redeemed points, and is used to pay for future orders. Wallet credit cannot be withdrawn as cash or moved to another account.
- You earn loyalty points on the item value of delivered orders (excluding fees and tips) and can redeem them for wallet credit, subject to the minimum and value shown in the app.
- A referral code can only be applied before your first delivered order, and you cannot use your own code. The reward is added after the invited customer’s first order is delivered.
- Tips are optional and go in full to the Rider.
- Offers and promo codes are subject to the conditions shown with them (such as dates, minimum order and usage limits). We may cancel discounts, credit or points obtained through fraud or abuse.
Delivery, cancellation and refunds
Delivery times and fees, how to cancel, what happens when something is wrong with an order, and refunds are set out in the Delivery & Cancellation Policy, which forms part of these terms.
Acceptable use
When using the Platform you agree not to:
- Place fake orders or repeatedly refuse orders without reason.
- Abuse Riders, Merchants or support staff verbally or physically.
- Try to game offers, the wallet or points, or create multiple accounts to do so.
- Post offensive or false content, or other people’s personal data, in ratings or messages.
- Attempt to hack, disrupt or scrape the Platform.
- Order products whose sale or delivery is prohibited by law.
We may suspend or restrict any account, temporarily or permanently, for breaching these terms or suspected fraud, and will tell you why where we can.
Ratings
You can rate the Merchant and the Rider within 7 days of delivery. The Merchant’s average rating is shown to all customers, and the Merchant sees your comment with your first name only. We may hide ratings that breach these terms.
Pharmacy products
Pharmacy products are sold by licensed pharmacies, which are responsible for dispensing them lawfully. A pharmacy may ask for a prescription or refuse certain products. CallDoor does not give medical advice; consult a doctor or pharmacist before using any medicine.
Additional terms for Riders
- Details and documents in your application must be true and valid, and you must follow traffic laws and hold the licences your vehicle requires.
- You collect cash for orders and hand it over to the CallDoor team. When you reach your cash limit you stop receiving new orders until you hand it over.
- Your earnings follow the rules shown in the Rider app at the time of delivery and are paid by the method agreed with the team.
- You share your location from the app to receive nearby orders, and the customer sees it while you deliver their order.
- A Rider account is deleted only after any delivery in progress is finished and cash and earnings are settled.
Liability
- We take reasonable care to run the Platform and deliver on time, but we do not guarantee uninterrupted service, and displayed times are estimates.
- The Merchant is responsible for product quality, safety and accuracy, including food ingredients and allergens. If you have an allergy, check with the Merchant before ordering.
- To the extent the law allows, we are not liable for indirect losses, and our liability for any order is limited to its value.
- Nothing in these terms limits your rights under Consumer Protection Law No. 181 of 2018.
Intellectual property
The CallDoor name, logo, Platform design and content belong to us or to the Merchants who supplied the photos and descriptions. They may not be copied or used without written permission.
Changes to these terms
We may update these terms from time to time. We will post the new version here with its date and tell you in the app about any significant change. Continuing to use the Platform after a change means you accept it.
Governing law and complaints
These terms are governed by the laws of the Arab Republic of Egypt, and the courts of Alexandria have jurisdiction over any dispute. We aim to settle complaints amicably first, so contact us through in-app support or the contact page. You may also complain to the Consumer Protection Agency (hotline 19588).
Contact us
Questions or complaints: Support in the app, the contact page on the website, or email [email protected].