Terms of Use

1Accepting these terms

By creating a Gareeb account or using any of our apps or our website, you agree to these terms and to the privacy policy. If you do not agree, do not use the service.

2What Gareeb is

Gareeb is an intermediary platform. We connect three parties: a customer who orders, a restaurant that prepares the order, and a captain who delivers it.

We do not own the restaurants, run their kitchens or prepare the food. The restaurant sets its own menu, prices and ingredients, and is responsible for the quality and safety of what it makes. A captain works for themselves and is not our employee.

None of that is a disclaimer of responsibility: we are responsible for the platform, for operating it, and for how we deal with you. We are not responsible for what lies outside our control in a restaurant’s or a captain’s own work.

3Who can use Gareeb

• You must be 18 or over.
• You must have a working Sudanese mobile number that can receive text messages.
• The details you give us must be accurate, and you must update them if they change.
• For captains: you must meet the approval conditions in the captains section below.

4Your account and your phone number

You sign in to Gareeb with your phone number and a verification code sent to it. There is no password in the customer and captain apps, which means whoever can read your text messages can reach your account.

• Never share a verification code with anyone. Nobody from Gareeb will ever ask you for it.
• You are responsible for activity carried out from your account.
• Tell us immediately if you lose your phone or your number, or notice activity you do not recognise.
• One account per phone number. An account is personal and not transferable.

We may suspend or close an account that breaks these terms, is used for abuse or fraud, or harms another user, a restaurant or a captain.

5Orders

The order you send is an offer to buy. It becomes binding only when the restaurant accepts it. A restaurant may decline an order or an item in it — a sold-out dish, a closed branch — and we will tell you when that happens.

• Check your order, your address and your phone number before sending; a wrong address can mean an order that never arrives.
• Put any allergy or dietary requirement in the order notes. Honouring it is the restaurant’s responsibility.
• Be reachable on the number you gave when the captain arrives.

6Prices and fees

Restaurants set the prices of their own items. The delivery fee is calculated from distance and area, and a service fee may be added. The full breakdown is shown to you before you confirm, and you will never be charged an amount you were not shown.

Prices are in Sudanese pounds and can change at any time. The price that binds us is the one shown to you at the moment you confirm the order.

7Payment

Two ways to pay:

Cash on delivery

You pay the captain on handover. Having the amount ready helps — a captain may not always have change.

Bank transfer (Bankak)

You transfer the amount, then upload a picture of the receipt in the app. We match it against the expected amount and reference before the order goes through. A receipt that does not match, or cannot be read, may delay or stop the order.

We do not accept credit or debit cards and never receive card data at all. Anyone asking for your card details in Gareeb’s name is not us.

8Cancelling and refunds

You can cancel an order before the restaurant starts preparing it. Once preparation has started cancelling may not be possible, because the food has actually been made.

If an order you had already paid for by bank transfer is cancelled, never arrives, or arrives clearly wrong through the restaurant’s error, contact us and we will work it out with you and the restaurant. We do not currently run an automated in-app refund system; each case is handled by talking to us directly. We say so plainly rather than promising something that does not exist.

9Delivery

• We operate in specific areas, and you will only see restaurants available in yours.
• Any delivery time shown is an estimate, not a commitment. Distance, traffic, how busy the restaurant is and the weather all affect it.
• An order may be delayed or fail for reasons beyond our control — network, fuel or road conditions.
• If the captain cannot reach you or cannot make contact, the order may be returned and still be payable.

10Terms for captains

A Gareeb captain works for themselves. This is not employment, and it creates no salary, no binding hours and no employment entitlements.

• You choose your own working hours, and you may accept or decline any delivery offer.
• You use your own vehicle and bear its running, maintenance and fuel costs.
• You are responsible for obeying traffic law and for riding safely, and for any licence or insurance the law requires.
• We ask for your national number to verify your identity before approving your account, because you handle customers’ orders and customers’ money. It is stored encrypted, as described in the privacy policy.
• You cannot receive orders before your account is approved. We may decline an application or suspend an account, and will give the reason.
• Your fee for each trip is shown to you before you accept it, and is settled on the applicable settlement cycle.
• Cash you collect from customers is held on behalf of the restaurant and the platform, and handing it over on time is an obligation.
• Treat customers with respect, keep the order clean and intact, and never open it or take anything from it.

11Terms for restaurants

A restaurant is responsible for the accuracy of its menu and prices, for the safety and quality of its food and its match to the description shown, and for holding the licences and meeting the health requirements in force. It may decline an order it cannot fulfil.

Joining terms, commission and settlement are agreed separately with each restaurant.

12Acceptable use

When using Gareeb, you must not:

• Place fake orders or use the service in bad faith.
• Impersonate anyone, or use a number or details that are not yours.
• Attempt to break into or disrupt the service, or reach another user’s data.
• Use automated software to harvest content or create accounts.
• Abuse or threaten any customer, restaurant, captain or member of our support team.
• Use the service for any unlawful purpose.

13Limits of liability

We are responsible for operating the platform, for how we deal with you, and for handling your data in line with the privacy policy.

We are not responsible for the quality or safety of food or its match to its description — that is the restaurant’s responsibility; nor for a captain’s or a restaurant’s conduct outside the platform; nor for harm caused by network or power outages or other circumstances beyond our control.

Where we are at fault, our liability does not exceed the value of the order concerned. This limit does not affect any right that cannot be waived under Sudanese law.

14Service availability

We aim to keep the service running, but we do not guarantee it will be uninterrupted. We may take it down for maintenance or technical reasons, and we may add, change or withdraw a feature. We operate in specific areas, which change as we expand.

15Intellectual property

The Gareeb name, logo and the design of our apps and website are ours. Restaurant names, logos and dish photographs belong to their owners and appear on the platform with their permission. None of it may be used without permission.

16Changes to these terms

We may change these terms. The last-updated date is at the top of this page, and if a change is significant we will tell you in the app. Continuing to use the service after a change takes effect means you accept it.

17Governing law

These terms are governed by the laws of the Republic of Sudan, and the Sudanese courts have jurisdiction over any dispute arising from them. We would always rather settle something by talking to you first.

18Contact us

For any question about these terms: WhatsApp +249 111 162 062, or email gareebsd.net@gmail.com.