Terms of Service

Last Updated: November 2025

Welcome to Sahla Delivery ("Sahla," "we," "our," or "us"). These Terms of Service ("Terms," "ToS") govern your access to and use of the Sahla mobile application, website, and related services (collectively, the "Service"). By accessing or using the Service, you agree to be bound by these Terms.

Please read these Terms carefully before using our Service. If you do not agree to these Terms, you may not access or use the Service. These Terms constitute a legally binding agreement between you and Sahla.

1. Definitions

For the purposes of these Terms, the following definitions apply:

• "Service" refers to the Sahla food delivery platform, including the mobile application, website, and all related services
• "User," "you," or "your" refers to any individual who accesses or uses the Service
• "Customer" refers to users who place orders for food delivery through the Service
• "Restaurant Partner" refers to restaurants that provide food through the Service
• "Delivery Partner" refers to independent contractors who deliver orders through the Service
• "Order" refers to a request for food delivery placed through the Service
• "Content" refers to any text, images, reviews, ratings, or other materials posted on the Service

2. Service Description

2.1 Platform Nature

Sahla operates as a technology platform that connects customers, restaurants, and delivery partners. We do not:

• Prepare, cook, or package food
• Deliver orders ourselves
• Own or operate restaurants
• Guarantee food quality, safety, or accuracy

2.2 Service Availability

We strive to provide reliable service, but we do not guarantee:

• Continuous, uninterrupted, or error-free service
• Availability of specific restaurants or menu items
• Delivery within estimated timeframes
• Accuracy of menu information, prices, or availability

We reserve the right to modify, suspend, or discontinue any aspect of the Service at any time, with or without notice.

3. Account Registration and Security

3.1 Account Requirements

To use the Service, you must:

• Be at least 18 years old
• Provide accurate, current, and complete information
• Verify your phone number or email address
• Maintain and update your account information
• Maintain the security of your account credentials

3.2 Account Responsibilities

You are solely responsible for:

• All activities that occur under your account
• Maintaining the confidentiality of your password
• Notifying us immediately of any unauthorized use
• Ensuring the accuracy of information provided

3.3 Account Suspension or Termination

We reserve the right to suspend or terminate your account if you violate these Terms or engage in fraudulent, abusive, or illegal activities.

4. Use of Service

4.1 Permitted Use

You may use the Service only for lawful purposes and in accordance with these Terms. You agree to use the Service to:

• Place legitimate orders for food delivery
• Post honest and accurate reviews
• Communicate respectfully with restaurants and delivery partners
• Comply with all applicable laws and regulations

4.2 Prohibited Activities

You agree NOT to:

• Use the Service for fraudulent purposes or to commit fraud
• Harass, abuse, or harm other users, restaurant partners, or delivery partners
• Send spam, unsolicited messages, or promotional materials
• Interfere with or disrupt the Service or servers
• Reverse engineer, decompile, or disassemble the Service
• Collect or harvest information about other users
• Impersonate any person or entity
• Violate any intellectual property rights
• Circumvent or attempt to circumvent any security measures
• Create multiple accounts to avoid restrictions or fees
• Manipulate ratings, reviews, or prices
• Use the Service for any illegal purpose

5. Orders and Transactions

5.1 Order Placement

When you place an order:

• You make an offer to purchase items from a restaurant
• The restaurant may accept, reject, or modify your order
• Once accepted, the order becomes a binding contract
• You authorize payment for the order amount

We reserve the right to refuse, cancel, or limit any order at our sole discretion.

5.2 Pricing and Fees

All prices are displayed in Algerian Dinars (DZD) and include applicable taxes where required. The total order amount includes:

• Menu item prices (set by restaurants)
• Delivery fees (calculated based on distance)
• Service fees (if applicable)
• Taxes (where required by law)

Prices are subject to change without notice. The price at the time of order confirmation is final.

5.3 Payment

Payment methods accepted include:

• Cash on delivery
• Credit or debit card (if available)
• Digital wallet (if available)

You agree to provide valid payment information and authorize us to charge your selected payment method for all orders placed through your account.

6. Cancellation and Refund Policy

6.1 Customer Cancellation

You may cancel an order subject to the following conditions:

• Before restaurant acceptance: Full refund
• After restaurant acceptance: Subject to restaurant's cancellation policy and may incur fees
• While order is being prepared: Cancellation fees may apply
• After order is ready: No refund available

6.2 Restaurant or Platform Cancellation

Restaurants or Sahla may cancel orders due to:

• Item unavailability
• Delivery location issues
• Weather or safety concerns
• Suspected fraud or abuse
• Restaurant closure or operational issues

If we cancel your order, you will receive a full refund.

6.3 Refund Process

Refunds will be processed to the original payment method within 5-10 business days. Refunds may be issued for:

• Orders cancelled by restaurant or Sahla
• Wrong items received (subject to verification)
• Significant quality issues (subject to verification)
• Orders not delivered within reasonable time

Refund requests must be submitted within 24 hours of order completion. We reserve the right to investigate and may require evidence.

7. Delivery Terms

7.1 Delivery Estimates

Estimated delivery times are provided for convenience but are not guaranteed. Actual delivery times may vary based on:

• Restaurant preparation time
• Traffic and weather conditions
• Order volume and demand
• Delivery location accessibility

7.2 Delivery Address

You are responsible for providing accurate delivery addresses. We are not responsible for deliveries to incorrect addresses provided by you.

7.3 Delivery Personnel

Delivery personnel are independent contractors, not employees of Sahla. We are not responsible for their actions, though we take reports of misconduct seriously.

8. Restaurant Partner Obligations

Restaurant partners agree to:

• Provide accurate menu information, prices, and availability
• Maintain food quality and safety standards
• Prepare orders within reasonable timeframes
• Accept or reject orders promptly
• Comply with all applicable food safety regulations

Restaurants are independent businesses, and Sahla is not responsible for food quality, safety, or accuracy.

9. Delivery Partner Obligations

Delivery partners agree to:

• Conduct themselves professionally and courteously
• Deliver orders safely and in a timely manner
• Handle orders with care to maintain food quality
• Comply with all traffic and safety laws
• Communicate effectively with customers

Delivery partners are independent contractors, and Sahla is not responsible for their actions or conduct.

10. Customer Obligations

As a customer, you agree to:

• Provide accurate delivery addresses and contact information
• Be available to receive orders at the specified delivery time
• Pay for orders in full and on time
• Treat restaurant partners and delivery personnel with respect
• Post honest and accurate reviews
• Comply with all applicable laws and regulations

11. Content and Intellectual Property

11.1 User Content

By posting reviews, photos, comments, or other content ("User Content"), you grant Sahla a worldwide, non-exclusive, royalty-free license to use, reproduce, modify, and distribute your User Content.

You represent that you own or have the right to grant this license for all User Content you post.

11.2 Sahla's Intellectual Property

The Service, including its design, features, functionality, and content, is owned by Sahla and protected by copyright, trademark, and other intellectual property laws. You may not copy, modify, or create derivative works without permission.

12. Data Collection and Privacy Practices

12.1 Consent to Data Collection

By using the Service, you acknowledge and consent to our collection, use, storage, and processing of your personal information and data as described in our Privacy Policy. Your use of the Service constitutes your agreement to these data collection practices.

12.2 Types of Data Collected

We collect various types of information to provide, improve, and secure our Service, including:

• Personal Information: Account information (name, email, phone number, profile image), location data, order history, payment information, and profile data
• Device Information: Device type, operating system, device identifiers (Android ID, iOS identifierForVendor), device language/locale, network information, and screen resolution
• Usage Data: How you interact with the App, pages visited, features used, time spent, user behavior patterns, form interactions, navigation paths, and feature usage statistics
• Location Data: Real-time location information (with your permission), GPS coordinates, delivery addresses, location history, and location preferences for delivery tracking and restaurant recommendations
• Technical Data: IP address, network type, access times, error logs, crash reports, performance metrics (app load times, response times), and system performance data
• Analytics Data: User journey tracking, session information (duration, start/end times), form completion analytics, form abandonment data, performance metrics, and user interaction events
• Error and Debug Data: Application errors, crash reports, stack traces, device screenshots (for error context), view hierarchy information (for debugging), and technical logs to diagnose and fix issues
• Push Notification Data: Firebase Cloud Messaging (FCM) tokens, device tokens, notification preferences, and notification interaction data
• Session Data: Session identifiers, session duration, last activity timestamps, and session-related performance metrics
• Third-Party Service Data: Information from Google Sign-In, Apple Sign-In, and phone verification services when you choose to use these authentication methods
• Payment Data: Payment method details, transaction history, amounts, timestamps, and billing information
• Review and Rating Data: Reviews, ratings, photos, and feedback you submit for restaurants and menu items
• Customer Support Data: Conversation transcripts, communication history, order-related information, account information, and feedback provided during support interactions

12.3 Third-Party Services and Data Sharing

We use third-party services that collect and process data on our behalf, including:

• Supabase: Database and authentication services for user accounts and data storage
• Firebase: Analytics, crash reporting, push notification services (Firebase Cloud Messaging), and app performance monitoring
• Sentry: Error tracking, performance monitoring, crash reporting, and debugging services. Sentry may collect device screenshots and view hierarchy information when errors occur to help us diagnose and fix issues
• Google Maps: Location services and mapping functionality
• Payment Processors: To process payments for orders (if applicable)
• Delivery Partners: To coordinate and fulfill deliveries (we share necessary delivery information only)
• Restaurant Partners: To process and prepare your orders (we share necessary order information only)

These third-party services have their own privacy policies and terms of service. By using our Service, you consent to the collection and processing of your data by these third-party services as necessary to provide the Service.

12.4 Device Permissions

To provide certain features of the Service, we may request access to:

• Location Services: For delivery tracking, showing nearby restaurants, calculating delivery times, and location-based search. We may request background location access for real-time delivery tracking (with your explicit consent)
• Camera and Photos: For uploading profile pictures, review photos, and restaurant images. We only access your camera and photos when you explicitly choose to upload an image
• SMS (Android only): For phone number verification through SMS OTP. We do not read, store, or share your SMS messages beyond verification purposes. This permission is only requested on Android 12 and below
• Push Notifications: To send you order updates, promotional messages, and important notifications. You can disable push notifications at any time through your device settings

12.5 Tracking Technologies

We use various tracking technologies to understand how you use our Service, including:

• Device Identifiers: Unique device identifiers (Android ID, iOS identifierForVendor) for authentication, security, and service delivery
• Local Storage: Local storage and caching on your device to improve app performance and store preferences
• Analytics SDKs: Firebase Analytics for app usage analytics, user behavior tracking, and feature usage statistics
• Error Tracking: Sentry for crash reporting, error tracking, performance monitoring, and debugging (may include device screenshots and view hierarchy when errors occur)
• Form Analytics: Tracking of form interactions, completion rates, abandonment, validation errors, and form performance metrics
• User Journey Tracking: Tracking of navigation paths, screen visits, feature usage, and interaction patterns
• Performance Metrics: Collection of app performance data including load times, response times, and system performance metrics

You can limit some tracking through your device settings, though this may affect certain app features.

12.6 Data Use and Purpose

We use the collected data to:

• Process and fulfill your orders, connect you with restaurants and delivery partners, and provide customer support
• Determine delivery locations, show nearby restaurants, and optimize delivery routes
• Create and manage your account, verify your identity, and maintain your profile
• Personalize your experience, recommend restaurants and menu items based on your preferences and order history
• Analyze app usage, track user behavior patterns, improve our services, and develop new features
• Send you order updates, promotional messages, and important notifications (with your consent)
• Detect, prevent, and address technical issues, security threats, and fraudulent activities
• Comply with applicable laws, regulations, and legal processes

12.7 Data Retention and Deletion

We retain your personal information for as long as necessary to provide our services, comply with legal obligations, resolve disputes, and enforce our agreements. Specific retention periods include:

• Account Data: While your account is active and for 3 years after account deletion
• Order History: 7 years for tax, accounting, and legal compliance
• Reviews and Ratings: Until you delete them or for 5 years after account deletion
• Support Interactions: 3 years for quality assurance and dispute resolution
• Payment Data: As required by financial regulations (typically 7 years)

You can request deletion of your account and associated data at any time through the App settings or by contacting us. We will delete your information within a reasonable timeframe, except where retention is required by law.

12.8 Your Rights Regarding Data

You have certain rights regarding your personal data, including:

• Right to access and review your personal information
• Right to correct or update inaccurate information
• Right to request deletion of your account and data
• Right to receive a copy of your data in a structured format
• Right to opt-out of certain data collection and processing activities
• Right to control location permissions through device settings
• Right to disable push notifications through device settings or App preferences

For users in the European Economic Area (EEA) and California, you have additional rights under GDPR and CCPA. Please refer to our Privacy Policy for detailed information about these rights and how to exercise them.

12.9 Privacy Policy

Our comprehensive Privacy Policy provides detailed information about our data collection, use, storage, and protection practices. By using the Service, you agree to our Privacy Policy, which is incorporated into these Terms by reference. Please review our Privacy Policy at https://sahla-delivery.com/privacy-policy.html to understand how we handle your personal information.

13. Service Fees and Pricing

13.1 Service Fees

Sahla may charge service fees for certain transactions. These fees are clearly displayed before you complete your order. Service fees help cover platform maintenance, customer support, and operational costs.

13.2 Pricing Changes

We reserve the right to change prices, fees, and delivery charges at any time. Price changes will not affect orders that have already been confirmed.

13.3 Promotional Offers

Promotional offers, discounts, and coupons are subject to terms and conditions specified at the time of offer. We reserve the right to modify or cancel promotional offers at any time.

14. Disclaimers and Limitations

14.1 Service Disclaimer

The Service is provided "as is" and "as available" without warranties of any kind, either express or implied. We do not guarantee that the Service will be uninterrupted, error-free, or secure.

14.2 Food Quality Disclaimer

We are not responsible for the quality, safety, freshness, or preparation of food ordered through the Service. Food quality and safety are the sole responsibility of restaurant partners.

14.3 Limitation of Liability

To the maximum extent permitted by law, Sahla and its affiliates shall not be liable for:

• Indirect, incidental, or consequential damages
• Loss of profits, data, or business opportunities
• Food-related illnesses or allergic reactions
• Delivery delays or failures
• Third-party actions or conduct

Our total liability for any claims shall not exceed the amount you paid to Sahla in the 12 months preceding the claim.

15. Indemnification

You agree to indemnify, defend, and hold harmless Sahla and its affiliates from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from your use of the Service, violation of these Terms, or violation of any third-party rights.

16. Account Termination

16.1 Termination by You

You may terminate your account at any time by deleting it through the App settings or contacting customer support.

16.2 Termination by Sahla

We may suspend or terminate your account immediately if you:

• Violate these Terms
• Engage in fraudulent activity
• Abuse the Service or other users
• Use the Service for illegal purposes
• Fail to pay for orders

Upon termination, your right to use the Service will immediately cease.

17. Dispute Resolution

17.1 Informal Resolution

Before filing a formal dispute, you agree to contact our customer support team to attempt to resolve the issue informally. We will make good faith efforts to resolve disputes within 30 days.

17.2 Governing Law

These Terms shall be governed by and construed in accordance with the laws of Algeria, without regard to its conflict of law provisions.

17.3 Jurisdiction

Any disputes arising from these Terms or your use of the Service shall be subject to the exclusive jurisdiction of the courts of Algeria.

18. Modifications to Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes by:

• Posting the updated Terms on this page
• Updating the "Last Updated" date
• Sending you a notification through the App (for material changes)

Your continued use of the Service after changes become effective constitutes your acceptance of the modified Terms.

19. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

20. Entire Agreement

These Terms, together with our Privacy Policy and User Agreement, constitute the entire agreement between you and Sahla regarding your use of the Service.

21. Contact Information

22. Acknowledgment

By using the Sahla Service, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service, our Privacy Policy, and our User Agreement.

These Terms of Service are effective as of November 2025 and apply to all users of the Sahla Delivery Service.