VAT Registration Certificate
Terms Of Service Jahez
Welcome to Jahez.
This page (together with the documents referred to in it) informs you about the terms and conditions of service (the “Terms”) which apply when you order any menu items or types, or kinds (the “Items”) from Jahez mobile applications, and or related services (each referred to as an “Application”), and/or our website services on Jahez.net.
Please read these terms and conditions carefully before ordering any Items from the Application. If you have any questions relating to these terms and conditions, please contact us through the communication channels of the served country, as described below details, before you place an order. This document “Terms of Service” has been updated as of 10th of November 2024.
If you are a consumer, you have certain legal rights when you order Items using our Application. Your legal rights are not affected by these Terms, which apply in addition to them and do not replace them. By setting up your Jahez account, you confirm your acceptance on these Terms.
These Terms constitute a legally binding agreement (the “Agreement”) between you and Jahez. This Agreement governs your use of the Jahez applications, website, call center and technology platform (collectively, the “Jahez Platform”).
Jahez provides and operates delivery services according to customers' requests for food and beverage items from local restaurants and stores’ products for local merchants available among three Arabic countries presented in Saudi Arabia, Bahrain, and Kuwait. Based on that, Jahez International Company for Information Systems Technology in the Kingdom of Saudi Arabia (represented by the form of “the Company” or the property pronouns “we”, “our”, or “Jahez”), which was established in the city of Riyadh, Saudi Arabia, license number 1010895874. Whereby, you can directly communicate with our customers call center through 8001241220, or email [email protected] for any queries about the service terms and conditions. Moreover, Jahez International Company in Bahrain, Manama head office as per the commercial license “149828 -1”, can be reached to its customers’ call center number 7799979, or email [email protected]. In the meantime, Jahez International Company for Wholesale & Retail, registered in Kuwait, Hawally city, can be reached on 22008383 or email [email protected].
The idea of Jahez services is purposed with a view to connecting the restaurants and stores that we partner with (“Partner Merchants”) through the Jahez application via internet and displaying all items, materials and products for partner merchants by presenting them to consumers and allowing Jahez customers’ request for the items specified by you for dispatching & delivery, as named by (“the Service”). Where you can order from one of the partner merchants, Jahez works as an agent on behalf of this partner merchant to finish your order from the system and application and to manage your experience throughout the application process. Once you placed an order, your items will be delivered to you according to your pre-approved site map by Jahez, depending on your selected partner merchant.
Before you can place orders for Items using our application, you need to open an account at Jahez. When you open an account, you may create a password, or other secure login method, and may also have to provide further personal information including credit card details. You must keep any password you create, or other secure login method, secret, and prevent others from accessing your personal email account or mobile phone.
If another person uses these methods to access your account, you will be responsible to pay for any Items order, and we are not responsible for any other losses you suffer, unless the person using your password obtained it because we did not keep it secure.
You may close your account at any time by requesting to do so in your account section of our application or contacting us using the contact details above.
We may suspend your access to your account, or close it permanently, if we believe that your account has been used by someone else. We may also permanently close your account, if in our opinion you are abusing our Service (for example, by applying for refunds or credit which we do not consider you are entitled; making repeated unreasonable complaints, mistreating our staff, or any other good reason), and we will refund any remaining account credit you have validly obtained (does not include Jahez free promotions or credits balance subject to customers retention) by applying a credit to your registered credit card, or if that is not possible for any reason, by way of a bank transfer using bank details (provided you have supplied them to us), within a period of 10 to 15 working days.
The balances available within your application wallet for future use are considered valid, considering the period of use for the remaining balance. The company's policy is the future reference for the balance of your application wallet, as the policy is divided into three basic considerations in terms of the source of the remaining balance, which are shown as follows: 1) The availability of the balance will be considered legally valid in the event that the available amount made through a financial deposit from any bank or electronic-wired transfers and successfully credited directly by you until it is used in the future, through the company’s services at any time. 2) All balances transferred to the wallet by the company for considerations of improving the quality of service or compensation for the customer, the validity of the available balance in the wallet remains valid for use and is valid for a period of “60” sixty days only from deposit from the company, and thereafter the entire balance is deleted without committing to any future compensation. Also, the use of compensations in case of restaurant or store faults will be restricted to the corresponded Merchants. 3) All available balances in the customer wallet, which are sourced from the company as a result of providing special sales offers or promotional marketing services “marketing credits” or the like, within the framework of the customer’s use of the services available on the application, for a specific period of time not exceeding (30) thirty days from the date of deposit, and then all balances available for use are deleted without notifying the customer directly (the marketing balances are from the company only) and without any responsibility after the expiry of the right to use the marketing balance period.
Each Partner Restaurant/Store has a prescribed delivery area, as described by Jahez platform. This delivery area may change at any time due to factors such as weather, or high demand for our service. This is to ensure that Items reach your geographic location set by you at our best. Our Partner Restaurants/Stores each decide their own operating hours. That means that the availability of our Service, and the range of Partner Restaurants/Stores from which you can order, depends on the Partner Restaurants/Stores in your area. If you try to order a delivery to a location outside the delivery area or during the operating hours of a Partner Restaurant/Store, or the Application is otherwise unavailable for any reason, we will notify you that ordering will not be possible.
Jahez provides the "Prime" service, according to the users' desire of periodical subscription options (vary based on; weekly; monthly; three months; six months; annual base, or any offer the company shall serve special occasion, seasonality, and various holidays) with free delivery offers on placed orders from listed participating restaurants/stores available through the Jahez application for Prime subscribers only, when the order fulfills the minimum order value and radius tiers (set destination). The "Prime" service, shown on the application, is available according to the location of the subscriber. The service is activated for a specific amount of money, and the subscription value is paid in advance through the available payment channels such as Apple Pay or credit cards from the subscription start date. All procedures for users to subscribe “customers” to “Prime” service offers are done through a form shown through the application, which is considered a commitment by both parties to the terms of service agreement presented on its date for the selected subscription option with the set period of days from the date of subscription activation. The customer can renew the subscription to the service automatically or cancel the re-subscription according to the appropriate date from accepting the activation of the service. The benefit of "Prime" offers from Jahez is limited to continuous coordination with Jahez's partners from joint restaurants/stores (which is symbolized by a "√”) and to updating the service periodically so that many restaurants and/or Stores participating in the service will join the service over time. Jahez has the right to stop the service at any time it deems appropriate for new subscribers, with the obligation to provide the service to subscribers who are on the prepaid period to maintain the quality of the service and the satisfaction of customers.
When you place an order through our Application, it needs to be accepted by us or the Partner Restaurant/Store before it is confirmed. We will send you a notification if your order has been accepted (the “Confirmation Notice”). All Items are subject to availability. This contract for the supply of any Item you have ordered comes into existence when we send the Confirmation Notice. You are responsible for paying for all Items ordered using your account, and for related delivery charges, and for complying with these Terms, even if you have ordered the Item for someone else. Partner Restaurants/Stores may use organic gradients, supplements, or other allergens in the preparation of certain food/cosmetics/other Items. Please contact our Partner Restaurant/Store prior to ordering if you have an allergy. Jahez cannot guarantee that any of the Items sold by our Partner Restaurants are free of allergens.
Customers are responsible for completing payment once an order is placed and accepted by Jahez or the participating merchant. If payment isn’t made, the account may reflect a negative balance. Jahez reserves the right to block accounts with outstanding balances, and in some cases, may pursue further action to recover unpaid amounts.
Jahez operates with a flexible minimum order amount policy that can vary depending on multiple factors, including but not limited to:
· Restaurant or Store Requirements: Some restaurants/stores may impose specific minimum order amounts.
· Distance from the Restaurant/Store: The minimum order amount may increase if the delivery distance is near the maximum allowable range.
· Promotions and Offers: Certain promotions may also affect the required minimum order amount.
Users will be informed of the applicable minimum order amount before placing their order.
Jahez provides delivery services within a defined geographical radius from the restaurant or store. This radius is determined by factors such as the restaurant/store’s location and the infrastructure available in that region. The delivery radius may vary by region, merchant type, and specific merchants’ requirements. Users will be informed of their eligibility based on the delivery address provided when placing an order. Jahez reserves the right to adjust the delivery radius at any time to better serve our customers or respond to operational needs. In certain cases, we may temporarily extend the delivery radius during promotional periods or to meet increased customer demand, or the radius may be reducedا due to traffic conditions, merchants’ limitations, or other external factors.
When you place an order, we will have the choice to place it as a Delivery and we will tell you an estimated delivery time for your Item, via our system status, but we will attempt delivery as soon as possible; you must therefore be available to accept delivery from the time you place the order in the application. Despite our efforts, and our Partner merchants’ best efforts, unfortunately, things do not always go as plan and factors such as traffic and/or weather conditions may prevent us from delivering your order on time. If your order is more than 120 minutes late, and we haven’t notified you giving you the option to cancel your order, we will work with you to make things right unless you have caused the delay (e.g., because you gave us the wrong address or did not come to the set location for order reception).
We will attempt delivery at the address you provide to us when you place your order. You are responsible to ensure you have included an accurate pin to ensure your order reach you. If you need to change the delivery location after you have placed your order, we may be able to change to the address to an alternative one, if you let us know before the driver has been dispatched, and the new address is within the same zone as the address you originally ordered your Item to. If we cannot change the delivery address, you have the option to cancel the order, but if food preparation has started you will be charged the full price for the Items, and if the driver has been dispatched you will also be charged for delivery fees too. Other stores might have different polices which shall apply on the customer order accordingly, in case of cancelation, depending on the nature of products preparation.
Customer still be charged for the Items and for delivery value in the event of a failed delivery, if you have caused such failure for any reason. Reasons you might cause a delivery to fail include, but are not limited to:
- Customer does not show on the set location as per the order in the application.
- did not answer the phone when the driver contacted you using the contact information you have provided us; and/or
- you picked up the phone but then failed to provide access to the driver within a reasonable amount of time (20 minutes), and/or the driver is unable to find a safe location to leave the order’s items.
You have a legal right to receive items which comply with their description, which are of satisfactory quality, and which comply with any specific requirements you tell us about (and we agree to) before you place your order. If you believe that the Items you have been received did not comply with these legal rights, please let us know immediately to acknowledge. We may request a photo showing the problem, if it is something that can be seen by inspecting the Items. We will provide a refund or account credit or deposit the amount into your wallet account of Jahez application (subject to re-use within 60 days only otherwise will auto-expire its use validity) , in respect of the affected part of the Item, and also in respect of delivery, if the whole order was affected, unless we have reasonable cause to believe that the problem was caused after delivery. Prior to processing your refund or account credit, we may consider relevant factors including the details of the order, your account history, what happened on delivery and information from the Partner Merchant.
If you cancel any order after it becomes an Accepted Order, you will be charged the full price for the Items, and if the driver has been dispatched you will also be charged for delivery. For any order requested on a cash on delivery (“COD”) payment or online payment card basis, or from your wallet balance at Jahez application, such order may not be cancelled after it becomes an Accepted Order and will be charged and delivered to you. In return, Jahez and/or the Partner Restaurant/Store may notify you that an order has been cancelled at any time. In this case, you will not be charged for any orders cancelled by us or the Partner Restaurant/Store, and we will reimburse you for any payment already made using the same method you used to pay for your order.
Jahez uses dynamic pricing/invoicing system running all of the time, the total price of your order will be set out on the checkout page on our Application, including the prices of Items and Delivery and applicable Service Fees and Taxes, which includes the following details: -
- Quantity of items and types
- Price per unit, as per Restaurant/Store Partner’s menu list as described on Jahez application.
- Delivery charges fee to the customer location by Jahez drivers.
- Value Added Tax charges per product and service inclusive 15% of total value provided by Jahez-Saudi Arabia, and 10% in Bahrain.
- Time and date set of Order placement.
- Invoice number and VAT license number of the restaurant/Store (if applicable).
- Gross invoice value requested to be settled by customer.
which means that the prices of items and delivery may change during browsing. Prices can be changed at any time at the discretion of the partner restaurants/Stores, and delivery charges fee in line with the distance from the restaurant/store to the customer's request site as well. We reserve the right to charge a delivery Service Fee, which may be subject to change, for the provision of our Services. You will be notified of any applicable Service Fee and Taxes prior to purchase on the checkout page on Jahez Application.
All prices submitted according to the bill issued on Jahez application are identical to the claim according to the invoice for the restaurant/store in addition to VAT (if applicable). No changes will affect existing confirmed orders, unless there is an obvious pricing mistake. Nor will changes to prices affect any orders in process and appearing within your basket, provided you complete the order while you are creating the basket. If you do not conclude the items while creating the order, the items will be removed from your basket automatically.
If there is an obvious pricing mistake, we will notify you as soon as we can and you will have the choice of confirming the order at the original price or cancelling the order without charge and with a full refund of any money already paid directly to your wallet account into Jahez application, on which can be reused for a limited period of sixty days from last transaction deposit date. Payment for all Items’ prices and delivery fee can be made on our Application by cash on delivery, credit or debit card, or Wallet balance use to deduct the full amount, if possible, or other payment methods made available by Jahez. Once your order has been confirmed, your credit or debit card will be authorized, and the total amount marked for payment (in respect of all payments made by credit or debit cards).
Payment is made directly to Jahez acting as an agent on behalf of the Partner Restaurant/Store and the Driver only. Payment process may also be made by using account credit. Use of these procedures is subject to Jahez Account Credit Terms. Where COD is possible, this will be made clear on our Application before you place your order. Only cash payments will be accepted when an Order is to be delivered under the COD facility.
Where online bank payment cards (Debit or Credit Card) are possible, this will be made clear on our application before you place your order. Only bank cards will be accepted when an Order is to be delivered under the online bank payment cards facility.
We will not be authorized to accept cheques, Jahez credits, vouchers, card payments or any other forms of payment (including credit or debit cards) once an Order is requested through the COD payment on our Service. Drivers will only carry a small amount of change, so for all COD payments you are requested to prepare exact payment or as close to it as possible for the Order (as you may not receive change back). We are authorized by our Partner Restaurants/Stores to accept payment on their behalf and payment of the price of any Items or delivery charges to us will fulfil your obligation to pay the price to the Partner Restaurant/Store.
Partner Restaurants/Stores sometimes make special offers available through our Application. These are visible when you look at a Partner Restaurant/Stores menu only via Jahez Application. These offers are at the discretion of the Partner Restaurants/Stores only. Unless the offer terms state a fixed or minimum period for which an offer will be available, it can be withdrawn at any time, unless you have already placed an order based on the offer and we have sent you the Confirmation Notice.
Free or discounted delivery promotions apply only to orders placed within the applicable delivery radius and meeting the minimum order amount requirement, and the Users will be notified during the ordering process if their delivery address or order total falls outside the current radius or minimum order policy.
We are responsible to you for any loss or damage that you suffer that is a foreseeable result of our breaking these Terms or of failing to use reasonable care and skill in relation to your use of our Service. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is “foreseeable” if it is either obvious that it will happen, or if you told us that it might happen, for example if you tell us about circumstances that might increase the loss or damage arising from our breach of these Terms before you place an order. We do not exclude or limit our responsibility to you for loss or damage where it would be unlawful to do so. This includes any responsibility for personal damage caused by our failure, or our employees, agents or subcontractors’ failure, Restaurant/Store Partners, to use reasonable care and skill; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the Items, as summarized at part 7 above. Subject to the previous paragraph, we are not responsible for any loss or damage that you suffer as a result of your own breach of these Terms, or as a result of any IT hardware or software failure other than a failure in our Applications.
We process your personal data in accordance with our Privacy Policy which can be found within Jahez Application.
Jahez reserves the right to update the terms of service, including delivery radius and minimum order policies, at any time. Users are encouraged to review these terms periodically.
If either we or you have any right to enforce these Terms against the other, that right will not be lost even if the person who has the right delays enforcing it or waives their right to enforce it in any instance. If a court or other authority decides that any part of these Terms is illegal or ineffective, the rest of the terms will be unaffected and will remain in force.
We may change these Terms from time to time. If we make any changes which affect your rights in relation to our Service, we will notify you. Changes to the Terms will not affect any orders you have placed where we have sent the Confirmation Notice. These Terms are governed by the associated service per country law of Kingdom of Saudi Arabia, Bahrain, and Kuwait, and you can bring legal proceedings in relation to our Service in the courts of the concerned authority. The Arabic language in this document is the approved language with reference to the content of the conditions described above.
VAT Registration Certificate