Privacy Policy

Jawlaha is a Syrian delivery platform that connects customers in Syrian cities with local restaurants and shops: you browse the restaurants near you and order what you like, and our drivers bring it to your door with payment in cash on delivery — suited to the Syrian market, with no need for cards or electronic payment. Our Jawlaha Box service also lets you request the purchase of goods and the running of errands from shops and places. The purpose of this policy is to explain the data we collect to operate these services within Syria, and how we use, protect, and share it — only to the minimum extent needed to complete your order. This policy applies to the Jawlaha customer app, the driver app, the merchant web account, and all related services.

• Account data: your name, phone number, and preferred language.
• Order data: the items you order, delivery address, city, notes, and order value.
• Communication data: the content of your messages to us via "Contact Us" or support, and your restaurant reviews.
• Technical data: device type and notification token, to improve the service and send alerts.

• To fulfil, deliver, and assign your orders to a suitable driver.
• To show the restaurants available in your city.
• To send order-status notifications and to contact you about support.
• To protect the service, prevent fraud, and enforce order limits and the account-restriction policy.
• To improve the quality and safety of the service.

We use the city you select to show only the restaurants that serve your area, and we may use your device location (with your permission) to pinpoint your delivery address when you add a new one. We do not share your location data with parties not involved in delivering your order.

While your order is being delivered, we use the assigned driver's location to operate the delivery and estimate your arrival time, and you can follow your order's status in the app (placed, preparing, ready, on the way, delivered) along with its estimated arrival window. We also measure the distance between the restaurant and your delivery location to confirm it is within the restaurant's delivery range, to calculate the delivery fee, and to estimate your arrival window. Location is used only to operate and deliver your order, and we do not track your location in the background when you have no active order.

To send you order notifications and alerts (order status, driver assignment, support replies), we store your device's notification token. We may also occasionally send you promotional messages about offers, vouchers, and new restaurants. You can turn notifications off in your device settings at any time, but you may miss important updates about your order. We do not share your device token or data with any advertising networks.

If you enable Face ID / biometric sign-in, the matching is performed locally on your device by its operating system. We never collect, store, or access your biometric data.

We share the minimum necessary information with the restaurant you order from and the driver who delivers your order (such as name, address, and phone number) solely to complete delivery. We do not sell your personal data to any third party.

We rely on technical service providers to run the app, sharing with them only the minimum data needed to perform their function, and they may not use it for their own purposes:

• Push notifications (Firebase Cloud Messaging by Google): to deliver order notifications to your device, your device's notification token is passed to it.
• Hosting & data storage: we store your data with cloud hosting providers to run the service and keep your orders.
• Maps (OpenStreetMap): when you choose your delivery location on the map, map data is loaded from OpenStreetMap servers.
• Image hosting: restaurant and product images are stored with an image-hosting provider; these do not contain your personal data.
• AI assistance (Anthropic): for the Jawlaha Gifts service only, we may pass item descriptions, pickup place names, and the occasion to an AI provider to help our team estimate an initial price for the order; we do not pass the recipient's name, phone, or address, or any payment data, to it.

Because of the nature of cloud hosting, your data may be stored and processed on servers located outside the Syrian Arab Republic. By using the service you consent to this transfer and processing, and we work to protect your data under this policy wherever it is processed.

We may disclose your data where required by law or a legal order, to protect the rights of Jawlaha or its users, drivers, or restaurants, to prevent fraud or abuse, or to protect the safety of any person.

All payments are made in cash on delivery. We do not collect or store any bank card or electronic payment data. To keep cash handling safe and protect our drivers, order limits apply (a minimum order value set by the restaurant, a maximum quantity per item, and a maximum order value not exceeding one million Syrian pounds), as explained in the Terms & Conditions.

Delivery fees: the delivery fee is set per restaurant and may change from time to time in line with changes in fuel and petrol prices and operating costs. The applicable delivery fee is always shown to you clearly before you confirm your order. If your restaurant order takes more than one hour from the time you place it to be delivered, we automatically give you a free-delivery voucher for your next order (valid for 30 days) as an apology for the delay.

Jawlaha may add additional custom fees to certain orders to reflect actual delivery and processing costs. To calculate these fees, we use:

• Location and distance: We measure the distance from the restaurant to your registered delivery address. If the distance is large or the location is remote (within the city or outside), we may add a far-distance fee to reflect fuel and time costs.
• Order complexity: If your order includes multiple pickup locations (Box order) or large quantities or special requirements, we may add a processing fee to reflect the additional effort.
• City: If your delivery is to a different city from the restaurant's main location, we may add an inter-city delivery fee.

Transparency: These custom fees are calculated automatically based on your data (delivery address, location, distance, and order details). They are displayed in detail on the checkout screen before you confirm your order, separated from the base delivery fee. We do not share them with parties unrelated to your delivery. If you disagree with these fees, you can cancel your order before confirming.

Once you confirm your order it becomes final, and its details are sent immediately to the restaurant and driver for fulfilment; therefore you cannot cancel or modify it after confirmation, and only the restaurant or the platform may cancel it in exceptional cases.

We may keep a record of orders that were not received, were refused, or contained incorrect details, in order to enforce the account-restriction / blacklist policy and protect restaurants, drivers, and the platform. If your account is restricted, you can contact support to resolve the matter.

We retain your data for as long as you use the service and as required by law, and we take reasonable measures to protect it from unauthorized access. While we make reasonable efforts to protect your data, no transmission over the internet can be guaranteed to be absolutely secure.

You have the right to access or correct your data. You can delete your account directly from within the app via Personal Info → Delete Account, and deletion is processed within 48 hours, after which your personal data is erased or de-linked from you — except where we must retain some of it as required by law (such as order records needed for accounting or to enforce the account-restriction policy). You can also contact support for any request regarding your data.

The service is not directed to children under the legal age, and we do not knowingly collect their data. If we learn that we have collected a child's data without their guardian's consent, we will delete it.

We may update this policy from time to time, and we will publish any changes on this page with the "Last updated" date refreshed.

Beyond food delivery, Jawlaha Box lets you request the purchase of goods and the running of errands from shops and places: you set a budget cap, the driver buys on your behalf, and you pay the actual purchase amount plus a service fee in cash on delivery. To carry out the errand, we share with the driver the pickup place names, addresses, item details, and delivery location you enter — only as needed to complete the task. Jawlaha Box may not be used to buy any prohibited or unlawful items.

Jawlaha Gifts lets someone outside Syria send a gift to a recipient inside it. This service is prepaid (not cash on delivery): our team sets an all-in price in SYP, paid by money transfer to Al Haram Al Fouad exchange (our designated channel for receiving your transfers) or Western Union. To fulfil the order we collect and share only what is needed: the recipient's name, phone, and address inside Syria, the pickup places and item details, an optional occasion message, and the transfer reference and receipt image you send to confirm payment. We do not store bank-card data, and fulfilment begins only after the transfer is confirmed. If an order cannot be fulfilled after payment, or a paid order is cancelled, we refund the amount you paid less the non-refundable service fee, via the same transfer method you paid with, within up to seven business days, and you can track the refund status in the order details. To help our team estimate the order's price, the item descriptions, pickup place names, and occasion may be processed by an AI provider (Anthropic); the recipient's name, phone, and any payment data are not sent to it.

For any question about privacy, reach us via the contact page or at support@jawlaha.com.