Terms & Conditions

"Jawlaha" means the platform and its operators; "User" or "Customer" means anyone who uses the service to order products; "Merchant" or "Restaurant" means a registered business that receives orders; "Driver" means the person who carries out delivery; "Order" means any purchase placed through the app.

By using the service you confirm that you are of legal age and have the capacity to contract, and that you have read and agreed to these Terms. If you do not agree, please do not use the service.

You agree to provide true and accurate information when registering — in particular your name, phone number, and delivery address — and to keep your account credentials confidential. You are responsible for all activity that takes place through your account. For quick, secure access you can enable Face ID / biometric sign-in on your device; this happens locally on your device and we never see your biometric data.

• Restaurant and Jawlaha Box orders are paid in cash on delivery only; there are no online or card payments. (Gifts and Jawlaha Clean have their own payment terms — see sections 11a and 11b.)
• You agree to receive your order and pay its full value in cash upon delivery.
• The order value and delivery fee are shown before you confirm, so please review your order carefully before confirming.

A single order cannot combine items from more than one restaurant. If you add an item from a restaurant different from the one in your current cart, your cart is cleared and a new order starts from the new restaurant. To order from several restaurants, place a separate order for each.

• Minimum order: each restaurant may set a minimum order value, shown before confirmation; an order cannot be completed below that amount.
• Maximum quantity per item: you may order at most 10 units of the same item in a single order; to order a larger quantity, please place a separate order.
• Maximum order value: a single order (the amount collected in cash on delivery, including purchases and the delivery fee) may not exceed one million Syrian pounds (1,000,000 SYP); larger purchases must be split across separate orders.

Each merchant sets the prices of its items. Jawlaha may also add an operating margin of up to 15% to each product's base price on the platform. A delivery fee is added based on the restaurant, city, and distance. All final prices are shown clearly in the app before payment and may change without prior notice.

Jawlaha may add additional custom fees to certain orders to reflect the extra costs of delivery and handling. These include:

• Far-distance fee: when delivery is to a remote area within the same city or to a different city.
• Processing fee: when an order is complex (multiple pickup locations, large quantities, or special requests).
• Inter-city fee: when delivery is to a different city from the restaurant's location.

Transparency & Disclosure: These fees are calculated based on distance, location, and order complexity, and are shown in detail on the checkout screen before you confirm your order — separated from the base delivery fee. You can see the full breakdown (base delivery fee + custom fees) and the final total before you agree to it. If you disagree with the added fees, you may choose not to complete the order at that time.

We aim to deliver orders within the estimated time shown, but it is an estimate and may be affected by factors beyond our control. Orders are assigned to a suitable driver automatically. Please make sure your address and phone number are correct to avoid delayed or failed delivery. You can follow your order's status step by step in the app (placed, preparing, ready, on the way, delivered) along with an estimated arrival window. 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.

Once you tap "Place Order" the order becomes final, and the customer cannot cancel or modify it or go back to change it after confirmation. Only the restaurant (or the platform) may cancel an order in exceptional cases such as the restaurant closing, an item being out of stock, or delivery being impossible. Please make sure of your items and delivery address before confirming. If there is a genuine error in the order or a quality issue on receipt, contact support and we will review your case under our policy.

Because payment is made in cash on delivery, providing incorrect details (a wrong name, phone number, or address), failing to receive an order, or refusing to accept it after it has been prepared and dispatched harms the restaurant, the driver, and the platform. In these cases, Jawlaha may restrict your account or add it to the blacklist and prevent it from placing new orders. If your account is blocked and you believe this happened in error, or you wish to resolve the matter, you can contact support to request reactivation of your account.

Jawlaha Box lets you request the purchase of goods or the running of errands from shops and places. You set a budget cap, the driver buys on your behalf within that cap, and you pay the actual purchase amount plus a service fee, in cash on delivery. The pickup location may not be a restaurant listed on Jawlaha — those restaurants are ordered directly from the app, not via Box. The same maximum order value applies to Box orders (1,000,000 SYP including purchases and fees).

Jawlaha Gifts lets people outside Syria send a gift to a recipient inside it. The service is prepaid in SYP (not cash on delivery): Jawlaha sets an all-in price per order, paid by money transfer to Al Haram Al Fouad exchange or Western Union before fulfilment begins. You send us the transfer reference and receipt image, and the order is neither fulfilled nor assigned to a driver until the transfer is confirmed. Prices are quoted per order and may be affected by item availability and pricing; the service may not be used to send any prohibited or unlawful items.

Gifts refund policy: 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 (i.e. the goods value and delivery fee are returned), via the same transfer method you paid with, within up to seven (7) business days of the cancellation being confirmed. You can track the refund status (processing / sent) in the order details inside the app.

Jawlaha Clean lets you book an hourly home-cleaning service. The cost is charged per cleaner per hour (hourly rate × number of cleaners × hours), plus a per-hour materials fee if you ask us to bring cleaning materials, minus the per-visit discount on recurring bookings. The full amount is shown in Syrian pounds in the app before you confirm, and the hourly rate may differ between cities.

Payment: at booking you choose between paying in cash after the service or prepaying the full amount by money transfer (through the same transfer channels approved for Gifts); a prepaid booking is only confirmed once the transfer is received. For open-ended (“until finished”) bookings the final cost is based on the actual hours worked, subject to a stated minimum, and payment is in cash after the service only.

Any maintenance work requested alongside the cleaning is assessed and priced separately from the cleaning hours, with your prior approval.

We send you notifications (in-app and push notifications on your device) to keep you informed, including: order status updates (placed, preparing, ready, on the way, delivered, or cancelled), driver assignment, support replies, and occasionally offers and service news. By using the app and allowing notifications you consent to receiving them. You can turn notifications off in your device settings, but you may miss important updates about your order.

Before any restaurant or its products appear on Jawlaha, the merchant goes through a verification and approval process: our team may visit and review the venue, and after both parties agree to the terms, a platform administrator approves the restaurant and activates its products so they appear to customers. A business and its products do not appear to customers until this approval is complete.

• The merchant is responsible for the accuracy of its item data, prices, and availability, for product quality and safety, for preparing orders within a reasonable time, and for cancelling orders only for justified operational reasons.
• Each product may have one image only.
• Jawlaha may add an operating margin of up to 15% to each product's base price on the platform.
• Listing on the platform is subject to an annual subscription of 3,000,000 SYP (subject to change).

The driver agrees to deal courteously with customers, keep the order safe, deliver it to the correct address, and collect its value in cash as stated in the order.

You may review your orders after receiving them. You agree that your review will be honest and free of abuse or unlawful content. Jawlaha may remove any content that violates these Terms.

Jawlaha is a delivery platform: we only deliver food and orders from restaurants to customers. We do not prepare the food and do not guarantee its quality, taste, or safety — that is the responsibility of the preparing restaurant. If there is a food-quality problem, please contact support and we will pass your complaint to the restaurant and help within the limits of our role.

Delivery may sometimes be delayed due to traffic, weather, or circumstances beyond our control, and the times shown are estimates. If a significant delay, accident, or any incident affecting your order occurs, please contact support through the app (or the support phone) as soon as possible with your order number, and we will review the situation and coordinate with the restaurant and driver to reach a suitable resolution (follow-up, rescheduling, or handling under our policy). The safety of the driver and customer is a priority; in road accidents the applicable legal procedures are followed.

You may not use the service for any unlawful or harmful purpose, misuse the platform or attempt to disrupt it, defraud other users, or place fake orders.

Jawlaha acts as an intermediary between users, merchants, and drivers. We are not responsible for the quality of merchants' products, to the extent permitted by law.

These Terms are governed by the laws in force in the Syrian Arab Republic.

Jawlaha may amend these Terms at any time; changes take effect as soon as they are published on this page, with the "Last updated" date refreshed.

For any question about these Terms, reach us via the contact page.