Frequently asked questions

Atifeast is a platform for ordering food and products from available restaurants, markets and stores, with delivery to your address within our service areas.

We aim to make ordering easier, faster and more convenient by bringing many options together in one place.

You can use Atifeast in a few steps:

1. Open the app and create an account or sign in using an available method.
2. Set your delivery address.
3. Choose a restaurant or market.
4. Add products to your cart.
5. Review the order details and payment method.
6. Confirm the order and follow its status until delivery.

By using the app you agree to the Terms & Conditions, and your data is processed according to the Privacy Policy.

You can easily create a new account in the Atifeast app in one of two ways:

• Sign up with your email address.
• Sign up directly with your Google account.

Once you have signed up, you can add your personal details and delivery addresses and start exploring the restaurants and markets available in your area.

By creating an account you agree to the Terms & Conditions and the Privacy Policy.

Yes. You need to create an account and sign in to complete any order on Atifeast.

This lets us link the order to your address and contact details, send you order status updates, and let you follow deliveries and go back to your order history.

Yes. You can add and save several delivery addresses in your account.

For example, you can save your home, your work, or any other place where you would like to receive orders.

When you place a new order, simply pick the right address from your saved list instead of entering it again each time.

The selected address must be within an available delivery area.

The Atifeast app is available in two languages:

• Arabic.
• English.

Choose the language that suits you and use the app in your preferred language.

Yes. Customers of the Atifeast app can use their accounts on more than one device.

The apps for partners and couriers follow a different policy for security reasons:

• Atifeast Partner and Atifeast Go: an account can be used on only one phone at a time.

If you sign in to either of these apps on a new phone, the previous device is signed out automatically.

This policy helps protect accounts and prevent unauthorized use.

Use the account recovery option available in the app.

If you have trouble signing in or receiving a verification code, contact technical support.

Never share verification codes with anyone.

You can update the information the app allows you to edit from your profile or account settings.

For information that cannot be edited directly, please contact our support team.

You can request account deletion through:

• an account deletion request sent by email to support@atifeast.com

Deletion requests are handled in line with the Privacy Policy and the applicable legal requirements.

Yes. You can place several orders from different restaurants at the same time.

Atifeast organises your cart by restaurant, so each restaurant’s items appear in their own section of the cart.

Example:

If you add a meal from McDonald's and another from KFC, each meal appears in that restaurant’s own cart.

When you select the McDonald's cart and confirm, only the McDonald's order is sent, while your KFC items stay saved in their own cart.

You can then confirm the KFC order separately.

Note: each restaurant needs its own order confirmation, but you can follow several active orders at the same time.

Yes. Atifeast supports scheduling orders in advance.

Instead of immediate delivery, you can choose a convenient future time for your order from the options and time slots available in the app.

This helps you plan ahead, whether you want a meal ready for a specific time or want to arrange an order for another day.

A scheduled order depends on the restaurant and delivery service being available at the chosen time.

Participating restaurants set their own opening hours.

You can see each restaurant’s status in the app, and use the “Open now” filter to show only restaurants that are currently accepting orders.

This helps you quickly find available restaurants without browsing closed ones.

Once you send an order, the restaurant has 5 minutes to accept it.

If the restaurant does not accept the order within that time, the Atifeast system cancels it automatically.

This avoids long waits and lets you choose another restaurant.

Any amount paid in advance is handled according to the applicable payment and refund policy.

No. Items cannot be added to or removed from an order once it has been sent, even if the restaurant has not accepted it yet.

As soon as you confirm an order, its details are recorded and sent to the restaurant.

If you would like additional items, you can place a new order.

Cancelling the original order depends on its status and on Atifeast’s cancellation policy.

If a restaurant rejects your order, Atifeast sends you a notification about the order status.

You can then choose another restaurant or place a new order.

An order may be rejected because some items are unavailable, the restaurant cannot fulfil it, or for other operational reasons.

You can request a cancellation depending on the order status.

If preparation has not started, cancellation may be available directly.

Once preparation or delivery has started, it may need to be reviewed by customer support under the cancellation policy and applicable legal rights.

Available payment methods depend on the order type and the services that are enabled.

Restaurant orders:

• Cash on delivery.
• Cash at the restaurant when you pick up the order.

Market orders:

• Cash on delivery.

Bank card payments:

You can also pay by bank card when you complete your order.

The payment methods available for your order appear among the payment options in the app before you confirm.

The delivery fee is mainly based on the distance in kilometres.

Fees may vary depending on the location of the restaurant or market and the delivery address.

Some restaurants partnered with Atifeast also offer free delivery to their customers.

Use the “Free delivery” filter to find restaurants that offer it.

The delivery fee and the final amount due are shown before you confirm the order.

Yes. Each restaurant or market may set a minimum value for the orders it accepts.

The minimum varies from store to store and is applied at checkout.

If your basket does not reach the required minimum, you will need to add more items before completing the order.

No. Atifeast does not charge customers a separate platform service fee.

You pay for the items you order, plus any applicable delivery fee.

Atifeast works with its partners under separate financial arrangements, and the platform commission is not added as a separate charge to your bill.

You can always review the total amount before confirming your order.

Yes. Atifeast supports discount codes and promotional vouchers.

In your cart, open the vouchers and offers section and add the relevant discount code.

Vouchers are subject to the offer’s terms, such as the validity period, participating restaurants or a minimum order value.

The applied discount is shown in the order summary before you confirm.

If a refund is approved for an order you paid by bank card, Atifeast starts the refund on its side on the same day it is approved.

When the money reaches your bank account depends on your bank, the payment provider and the applicable banking procedures.

Please note that starting the refund on the same day does not necessarily mean the amount will appear in your account that day.

Yes. Atifeast lets you follow your order status step by step.

You will see the following stages:

1. Order received: your order was sent successfully.
2. Preparing your order: the restaurant has started preparing it.
3. Handed to the courier: your order is now with the delivery courier.
4. Delivered: your order was delivered successfully.

Once the order is handed to the courier, you can follow their location live on the map as they head to your address.

This shows you the delivery progress and the courier’s position in real time.

Your order can be delivered in one of two ways:

Option 1: an Atifeast courier

A courier from the Atifeast network delivers the order to your address.

Option 2: the restaurant’s courier

The restaurant may use its own delivery team instead of Atifeast network couriers.

In both cases, you can track the courier in the app.

Couriers working for participating restaurants use the Atifeast Go app to manage the orders assigned to them and share the delivery status.

Restaurants can create and manage their couriers’ accounts through the Atifeast Partner app or the restaurant management portal.

Each courier belonging to a restaurant only receives the orders that restaurant assigns to them.

This gives you the same tracking experience whether delivery is handled by the Atifeast network or by the restaurant’s own courier.

Delivery time depends on the restaurant or market, the distance, the size of the order, traffic and courier availability.

The app shows an estimated time when this information is available.

The time may change due to operating conditions.

Yes. You can contact the restaurant or the courier by phone.

Once a courier is assigned to your order, you can see their available details, including:

• The courier’s first name.
• Their family name.
• Their phone number.

The restaurant’s contact details, including its name and phone number, are shown as well.

You can use these details to ask about the order, clarify directions or arrange the handover.

Direct contact with the courier and the restaurant is by phone call, not through a text chat between the customer and the courier.

Yes. The courier delivers the order to your door at the delivery address you set, as long as the location can be reached safely.

Please enter your address accurately, including the building, floor and apartment number where needed.

This helps the courier reach your door and hand over your order without unnecessary delay.

When the courier arrives at your address, they will try to contact you to hand over the order.

If they cannot reach you, they wait up to 10 minutes at the delivery location.

If that time passes without being able to reach you or complete the delivery, the order is returned to the restaurant.

What happens after the order is returned?

If you get in touch within one hour of the failed delivery, the restaurant can arrange to send the order again, depending on the order status and whether redelivery is possible.

In that case, you will need to pay the additional delivery fee for the second delivery attempt.

Alternatively, you can go to the restaurant and collect your order as arranged.

What if the customer does not get in touch within one hour?

The Atifeast team may open a review of the case.

If deliberate fake orders or misuse of the service is found, appropriate action may be taken on the account, including restricting or suspending it.

We understand that emergencies can sometimes prevent a customer from answering, so each case is reviewed on its own circumstances and not every delayed reply is treated as a deliberate violation.

Our aim is to protect the rights of customers, restaurants and couriers and to keep the experience fair for everyone.

It is a security code used for orders that require verification that the delivery was completed.

Do not share the delivery confirmation code with anyone before you have actually received your order.

If your order is significantly delayed, did not arrive or was delivered to the wrong address, please contact Atifeast support directly.

The support team will review the order details, including its status, the delivery information and the parties involved in fulfilling it.

We work to identify the cause of the problem and offer a suitable solution based on the circumstances.

Where the restaurant is found to be at fault, follow-up action can be taken, including a notice or warning to the party concerned, to prevent the problem from happening again.

If the error entitles you to a refund or compensation, it is handled under Atifeast’s policy and your legal rights as a customer.

Service quality and customer satisfaction are among our top priorities.

You can report any problem with your food within two hours of receiving the order.

Problems you can report include:

• Food that is not properly cooked.
• Food that is spoiled or unfit to eat.
• Receiving a different meal from the confirmed order.
• Missing meal components or paid items.
• A genuine problem with the quality or preparation of the food.

If you experience any of these problems, please contact the support team as soon as possible.

A review of your complaint will be opened, and where the problem and entitlement to compensation are confirmed, Atifeast covers the cost of the affected meal under the refund policy.

This reporting window does not remove any mandatory consumer rights guaranteed by law.

No, a photo is not required to make a complaint.

You can contact the support team and explain the problem in detail.

However, clear photos of the affected food or products are welcome where possible, as they help our team understand and verify the problem faster.

You can submit a complaint through the live chat in the app, adding details and attachments as needed.

If you are eligible for a refund based on the order status and the law, customer support can review your request.

The refund method and timing depend on the payment method and the applicable procedures.

You can reach the Atifeast support team through:

Live chat in the app

Send your question or complaint to the support team through the live chat available in the app.

Support email

support@atifeast.com

General email

info@atifeast.com

For faster help with an order, please include your order number and a description of the problem.

The Atifeast support team is available 24 hours a day, 7 days a week (24/7).

You can contact us at any time about:

• Order and delivery status.
• Payment and refund issues.
• Complaints about restaurants and markets.
• Issues with delivery couriers.
• Accounts and signing in.
• Technical faults and problems.

We aim to support and help our users at all times.

We always welcome your ideas and feedback.

You can send your suggestions through the Contact us page or the available support channels.

User feedback helps us develop Atifeast and improve the ordering and delivery experience.

If a product you ordered from the markets section is unavailable when the courier arrives, they may call you to let you know.

An unavailable product can be handled in one of two ways:

Option 1: choose a replacement

The courier can suggest a replacement product, and no replacement is used without your approval.

Option 2: remove the product from the order

If you do not want a replacement or there is no suitable one, the unavailable product can be removed from the order and its value settled.

Our goal is to make sure you receive the products you agreed to, with no unwanted substitutions.

Cancelling a market order works differently from a restaurant order.

For restaurant orders, regular cancellation becomes limited once the restaurant accepts the order.

For market orders, whether you can cancel depends on the order status and how far the courier has progressed with it.

Once the market courier has accepted the order and started fulfilling it, regular cancellation is no longer available.

If there is a problem with unavailable products or the order cannot be fulfilled, contact Atifeast support to review the case and find a suitable solution.

Cases that require a remedy or refund under the law or the platform’s policy remain subject to review.

Yes. Atifeast lets you rate each party involved in your order separately.

You can rate:

• The restaurant: based on food quality and the ordering experience.
• The market: based on the products and service quality.
• The courier: based on the delivery and how you were treated.

Your ratings help other customers make better choices and help restaurants, markets and couriers improve their service.

We welcome honest ratings based on your real experience.

Atifeast provides its services across the Syrian Arab Republic.

Customers can place orders even when their address is outside the usual delivery areas, subject to whether delivery is feasible and couriers are available.

Delivery fees are calculated by distance in kilometres, so the cost may rise as the distance between the restaurant or market and your address increases.

You can see the delivery fee before confirming your order, so you know the final cost.

Yes. You can choose to collect your order from the restaurant yourself.

When you choose restaurant pick-up, no delivery fee is charged.

Place your order in the Atifeast app, then go to the restaurant to collect it according to the order status and the set time.

This lets you save the delivery fee and pick up your food the way that suits you.

Yes. You can change or cancel a scheduled order before its scheduled time.

Atifeast lets you manage your scheduled orders as long as their scheduled time has not started.

The app also sends you a reminder 5 minutes before the scheduled order time, to help you follow your order and get ready for it.

Once the order is being fulfilled, any changes are subject to the applicable cancellation policy and the order status at the restaurant.

Yes. Atifeast offers several ways to customise meals, depending on the options each restaurant sets in its menu.

Customisation options may include:

• Removing certain ingredients from the meal.
• Adding ingredients or extras.
• Choosing the size or type of meal.
• Setting the quantity.
• Choosing between optional extras.
• Selecting required options before adding the item to the cart.

Required and optional choices appear when you open the meal details.

There is also a dedicated notes section in the cart where you can write special instructions for the restaurant.

For example, you can ask for a change in how the meal is prepared or add a note about the meal.

Notes are carried out only if the restaurant is able to do so; writing a note does not guarantee a special request that is not offered among the available options.

No. Only one discount code can be used per order.

Promo voucher terms may vary by offer and include:

• How many times the voucher can be used.
• Its expiry date.
• The restaurants taking part in the offer.
• A minimum order value, if any.
• Any additional terms specific to the voucher.

You can see the available vouchers in your cart and choose the right one before confirming the order.

Yes. Atifeast lets you follow your transactions and keep records of your orders.

When you place an order, a confirmation email with the order details is sent to your email address.

When the order is completed, a receipt or invoice is sent to you by email.

In the app you can also:

• View the details of past orders.
• Access and download order invoices.
• Review your account activity log.
• Export the available activity and transaction history from Settings.

These features help you keep a clear record of your orders and the activity on your account.

If your order status shows “Delivered” but you have not actually received it, please contact the Atifeast support team right away.

You can report the problem through the live chat in the app or by email: support@atifeast.com

Please include the order number and explain the problem.

The support team will review the order status and the available delivery information, check the problem with the parties involved, and then take the appropriate action based on the review and your legal rights.

Once an order is confirmed, the delivery address cannot be changed directly within that order.

If you notice you chose the wrong address, please contact the restaurant as soon as possible.

The restaurant can cancel the order through its order management system, depending on the order status and the applicable cancellation policy.

Once the order is cancelled, you can place a new order with the correct delivery address.

We always recommend checking the address before confirming, to avoid delays or having to order again.

Atifeast lets you order products from the Altraş markets that take part in the platform.

Browse the available products, add them to your cart, then confirm the order in the app.

Once the market order is accepted, the delivery courier buys the requested products from the nearest suitable participating branch and delivers them to your address.

This keeps delivery distances short and speeds up shopping and delivery.

The prices shown are set in coordination with the participating markets.

The price you see in the Atifeast app is the approved price of the product when the order is placed.

You can see the price of each product, the selected quantity and the applicable delivery fee before confirming the order.

You do not pay any undisclosed price increase caused by a different price when the courier buys the product at the market.

If an order requires any change in price or products, no material change is applied without your consent.

If you receive a product that is damaged, spoiled or past its expiry date, please do not use or consume it.

We recommend taking a clear photo of the product and its expiry date, if any, before disposing of it.

Then contact the Atifeast support team through the live chat in the app and explain the problem.

Once the complaint has been reviewed and verified, it can be resolved in one of two ways:

Option 1: a refund

When a refund is approved for an order paid in cash, the amount due is returned to you in cash through the delivery courier.

Option 2: a replacement

If you prefer a replacement, delivery of a sound, undamaged product that is fit for consumption can be arranged.

Each case is handled according to the nature of the problem and your legal rights, and you are not charged for a product confirmed to be unfit.

Yes. Atifeast lets you set quantities according to each product’s unit of sale.

You can choose products sold:

• By the piece.
• By count.
• By the kilogram.
• In the units of measure available for each product.

Increase or decrease the quantity with the (+) and (−) buttons in the app.

For example, if a product is sold by the kilogram, choose the amount you need and the price is calculated by the selected weight.

The selected quantity and the total price appear in your cart before you confirm the order.

No. New products cannot be added to a market order once the courier has started shopping.

When the courier starts buying the products, the order is fulfilled based on the list you confirmed.

If you would like additional products, you can place a new order in the app.

This keeps orders organised and prevents mistakes and delays during shopping and delivery.

Restaurant owners can join the Atifeast platform in one of two ways:

Option 1: the Atifeast Partner app

Download the partner app, create a new restaurant account, then complete the restaurant details and registration requirements.

Option 2: the restaurant web portal

Register through the website dedicated to restaurant management.

The restaurant portal and the Atifeast Partner app work together, so you can manage your account and orders from either one.

Once the required information and documents are submitted, the Atifeast team reviews the application.

If you have questions before registering, you can also use the form on our Contact us page.

To join the Atifeast platform, the restaurant owner must submit three essential, mandatory documents:

1. The restaurant’s administrative licence: the official document proving the licence required to operate.
2. The owner’s personal ID: a document proving the identity of the restaurant owner.
3. The commercial register: the official document for the business registration.

You will also need to provide the information requested during registration, such as a phone number, the restaurant’s location and other basic details.

A registration cannot be completed without the three mandatory documents.

Once the application and documents are sent, the Atifeast team reviews them.

If the application is approved, the restaurant account can be activated and the available services can be used.

If it is not approved, the restaurant owner can contact the support team for help and to ask about the reasons or any missing requirements.

Email: support@atifeast.com

Yes. Restaurants get management tools to control their operations through the Atifeast Partner app or the restaurant management portal.

A restaurant can manage:

• Meals and items.
• Product prices.
• Photos and descriptions.
• Extras and required or optional choices.
• Quantities and order limits.
• Product availability.
• Offers and promotional campaigns.
• Opening and preparation times.
• Incoming orders and their status.

Information is synchronised between the app and the web portal, so operations can be managed from either system.

A restaurant can set its preparation times and time estimates, including the minimum and maximum expected duration.

It can also manage product settings, such as the minimum and maximum quantities that can be ordered, as well as prices and menu options.

Delivery areas, however, are not set independently by the restaurant.

The Atifeast system organises delivery and manages the geographic coverage based on the courier network and the available service areas.

If a restaurant accepts an order and then finds that an essential item is unavailable or the order cannot be prepared, it can cancel the order through the restaurant management system.

When the order is cancelled, the customer receives a notification about the order status.

If any amount was paid in advance, the refund due is processed under the payment and refund policy.

We recommend that restaurants keep product availability up to date to reduce cancellations and improve the customer experience.

No. A restaurant must choose one of the two delivery systems when setting up how it works.

Option 1: the restaurant’s own couriers

If the restaurant relies on its own delivery team, it is responsible for assigning a suitable courier to each order.

It can create and manage courier accounts through the restaurant system, and the couriers use the Atifeast Go app to carry out the orders assigned to them.

Option 2: the Atifeast courier network

If the restaurant relies on the Atifeast delivery network, it only needs to accept the order and start preparing it.

The Atifeast system then sends order notifications to eligible couriers near the restaurant according to the dispatch system.

The order is assigned to the first courier who accepts it under the dispatch rules.

In this case the restaurant does not need to assign a courier from its own team.

In both cases, the customer can follow the delivery status in the app.

Yes. A restaurant can switch its status to “Offline” when it wants to stop receiving new orders temporarily.

This may be because:

• The restaurant is busy.
• Opening hours have ended.
• Some resources are unavailable.
• Orders need to be paused for a while.

When the restaurant is back and switches its status to “Online”, it can start receiving new orders again.

This helps restaurants manage their workload and avoid taking orders they cannot prepare on time.

Atifeast places great importance on service quality and customer satisfaction.

If documented complaints about a restaurant recur, or there are ongoing problems with food quality, accepting orders or meeting preparation times, the Atifeast team can open a review of the restaurant’s performance.

Appropriate measures may include:

• Sending the restaurant a formal warning.
• Requiring it to fix operational problems.
• Monitoring the service level during the review period.
• Administrative financial penalties, where provided for in the current partnership agreement and permitted by law.
• Suspending the account or ending the partnership in the case of serious or repeated violations that warrant it.

The Atifeast team also follows up on complaints from affected customers and works to resolve eligible cases under the service and refund policy.

These measures aim to maintain service quality and protect the rights of all parties.

Yes. A restaurant or market can request to end its partnership with the Atifeast platform.

When a closure request is submitted, open orders, financial balances and obligations linked to the account are reviewed.

Outstanding financial obligations must be settled under the applicable agreements.

The partner account can be closed and its access to the platform ended once the required steps are completed.

Records of past orders, transactions and settlements may be kept for as long as needed for legitimate financial, legal and operational purposes, in line with the Privacy Policy and applicable laws.

For help with ending a partnership, contact: support@atifeast.com

Atifeast offers partnership opportunities for markets and stores within its business model and approved areas.

Interested businesses can contact the partnerships team at info@atifeast.com to learn about the terms and requirements.

The Atifeast ecosystem includes dedicated apps for each party:

• Atifeast: the customer app.
• Atifeast Partner: the app for restaurants and partners.
• Atifeast Go: the app for delivery couriers.

Registration and access to some features may vary depending on which services are enabled and the account requirements.

If you would like to work as a delivery courier in the Atifeast network, you first need to contact the company’s team.

You can apply through the Contact us page on the official website.

Once your application is received, the team reviews it and contacts you about the next steps.

If you are accepted, you receive a one-time referral code to create your account in the Atifeast Go app.

An independent courier account cannot be created without the referral code from Atifeast.

This system keeps courier onboarding organised and protects the delivery network from unauthorised sign-ups.

Contact: info@atifeast.com

Yes. Couriers can set their work area and availability hours using the settings available in the system.

For example, if a courier chooses to work in the Hamdaniyeh area of Aleppo, they receive orders from restaurants linked to that work area, not orders from other areas.

They also receive order notifications during the working hours they have set.

A courier can switch their status to “Offline” when they do not want to receive new orders.

Important: once a courier has accepted an active delivery, they must complete it, or follow the approved procedure to deal with any obstacle, before ending their shift.

Atifeast is also developing additional operating requirements for minimum courier activity, which will be explained once they are formally adopted.

The Atifeast system dispatches delivery orders based on couriers’ location, availability and work area.

When an order is ready to be assigned, the system notifies eligible couriers according to the dispatch rules, giving priority to those closest to the restaurant.

The order is assigned to the first courier who successfully accepts it.

If a courier declines or their response time runs out, the order may remain open to other eligible couriers under the system rules.

If no courier accepts the order within the set assignment window, the order is cancelled because no courier is available, and the customer is notified of the reason.

This process aims to reduce waiting times and dispatch orders efficiently.

Atifeast calculates what couriers are owed based on the distance travelled in kilometres and the approved pricing rules.

Couriers can follow their order data and related financial activity through the platform.

Tips:

Customers can add a tip for the courier when completing an order.

The full tip goes to the courier; Atifeast takes no commission from it.

Cash collection:

For cash orders, the courier collects the amount from the customer.

The system records the amounts collected, together with the courier’s earnings and the amounts to be settled with the company.

Financial settlement:

Settlements between the courier and Atifeast take place every 14 days.

They cover a review of the cash collected, the earnings due and the obligations between both parties.

The courier hands over the amounts owed to the company according to the settlement cycle, and their earnings are settled based on the available financial records.

This gives couriers and the platform a clear, organised system for collections and accounting.