Terms & Conditions

Introduction

Welcome to Atifeast (اتيفيست).

Please read these Terms & Conditions carefully before using the website, the Atifeast apps or any of the services linked to them.

These terms set out the rules for using the platform, users’ rights and obligations, and how ordering, payment, delivery, cancellation and refunds work.

By using Atifeast services, you agree to be bound by these terms, subject to the rights guaranteed to you by the applicable laws.

1About the platform

Atifeast is a technology platform that lets customers browse the products and food offered by participating restaurants and markets, create orders, choose from the available payment methods, and use delivery services within the coverage areas.

The platform facilitates communication and organises transactions between customers, restaurants, markets and delivery couriers, according to the nature of each service.

Responsibility for preparing, selling or delivering an order may vary with the type of order and the party providing the service, while each party’s legal rights and obligations remain in place.

2Conditions of use

To use Atifeast services, you must:

Be legally eligible to use the service, or have the consent of a legal representative where required.
Provide accurate and up-to-date information when creating an account.
Use the platform for lawful purposes only.
Not use another person’s account without authorisation.
Keep your sign-in details and verification codes confidential.
Not misuse the platform or harm its users or partners.
Follow the ordering and delivery instructions shown in the app.

The platform may take appropriate action against accounts that breach these terms, in accordance with the law and taking into account the nature of the breach and the user’s rights.

3Accounts and signing in

Access to some services may require creating an account using the available registration details.

You are responsible for the accuracy of the information you provide and for activity carried out through your account, unless it results from unauthorised access for which you are not responsible.

Do not share verification codes or passwords with anyone else.

If you notice any unusual activity on your account, please contact technical support at support@atifeast.com.

The processing of your account data is governed by the Privacy Policy.

4Orders and confirmation

When you place an order through Atifeast:

You choose the restaurant or market and the products you want.
The app shows the order details, prices and applicable fees before you confirm.
The order is sent to the relevant party for preparation or fulfilment.
Fulfilment depends on product availability, service availability and acceptance of the order through the platform’s process.

Sending an order does not necessarily mean that all products are accepted or guaranteed to be available until the relevant party confirms them.

An order may be rejected or cancelled for legitimate operational reasons, such as products being unavailable, delivery not being possible, the store being closed, or a material error in the data.

In that case, any amounts paid are handled under the refund policy and the customer’s legal consumer rights.

5Prices and service fees

Product prices, delivery fees and any additional fees that apply to the order are shown before it is completed.

Prices may vary by restaurant, market, area or available offers.

The price or availability of a product may change before the order is confirmed.

If a material change in price or products occurs after the order is placed, the customer must be informed and their consent obtained before the change is made, with suitable options offered if they do not agree.

No undisclosed additional fees may be charged to the customer without a legitimate basis or the necessary consent.

6Payment methods

Customers can use the payment methods actually shown to them at checkout.

Available methods may include cash on delivery or electronic payment methods, depending on the services enabled, the area and the type of order.

Customers must make sure their payment details are correct before completing the order.

In the event of a payment error or an unintended duplicate charge, you can contact customer service to review the transaction and take the appropriate action.

Electronic payments, when available, are also subject to the relevant terms issued by the payment service provider.

7Delivery service

Atifeast provides delivery services in the areas defined by the platform.

The estimated delivery time is shown based on the customer’s location, the nature of the order and operating conditions.

Delivery times may vary because of:

The restaurant or market being busy.
Road and traffic conditions.
Weather conditions.
The distance to the customer’s address.
No delivery courier being immediately available.
Emergencies beyond reasonable control.

The delivery time shown is an estimate unless it is expressly presented as a guaranteed time.

In case of a significant delay, the customer can contact support for help and suitable solutions.

8Customer responsibilities at delivery

The customer agrees to:

Provide an accurate address and clear directions.
Provide a valid means of contact while the order is being fulfilled.
Follow the notifications related to the order.
Be present, or arrange for an authorised person to receive the order, at the specified address.
Pay the amount due using the selected payment method.
Not share the delivery confirmation code until the order has actually been received.

If delivery is not possible because of incorrect details or because the customer cannot be reached, appropriate action may be taken according to the nature of the order, the actual costs and the published policy, without prejudice to the customer’s legal consumer rights.

9Cancelling an order

Customers may request cancellation of an order depending on its status and stage of fulfilment.

Before the order is accepted

The order can be cancelled through the available options if fulfilment has not started.

After the order is accepted or preparation has started

Cancellation may be subject to a review of the order status and whether the restaurant has started preparing the food, the products have been purchased, or actual costs have been incurred.

After the order is out for delivery

Cancellation may be limited if the order is ready or on its way, and it is handled based on the actual circumstances and the customer’s legal rights.

In all cases, these provisions do not deprive the customer of their rights regarding defective products, incorrect orders or breaches of service obligations.

10Refunds and compensation

Customers may request a review or refund when there is a problem with an order.

Cases that call for a review include:

Not receiving an order that was recorded as delivered.
Receiving products different from those confirmed.
Missing products that were charged for.
Receiving a damaged product or one unfit for consumption.
An error in the amount charged.
The order being cancelled because the service provider could not fulfil it.

Each case is reviewed based on the order details, the available evidence and the applicable laws.

The appropriate remedy may be a full or partial refund, resending the product, or another solution that the customer accepts and that respects their rights.

Amounts due are returned by the appropriate means according to the payment type and available procedures.

The actual time for the amount to arrive may vary depending on the payment method and the service provider.

11Market orders and unavailable products

The quantity of products available in markets may change while an order is being processed.

When a product is unavailable:

A suitable replacement may be offered to the customer.
A replacement that differs materially in type or price is not used without the customer’s consent.
The unavailable product can be removed and its value settled.
If an essential part of the order cannot be fulfilled, cancellation and refund options can be reviewed.

The customer must be informed of any price difference that requires their consent before the change is made.

12Food quality and product safety

Parties that prepare food or sell products must comply with the legal and health requirements that apply to their activity.

If the customer has a food allergy or special health requirements, they should check the food ingredients and contact the restaurant to confirm whether their request can be met before confirming the order.

Not all ingredient or allergen information may be fully available in the app.

Any problem with food quality or safety can be reported to customer service for follow-up with the party concerned.

These terms do not include any exemption from liability imposed by law for harmful or non-conforming products.

13Offers and discounts

Atifeast or participating parties may offer promotions or discount codes.

These offers are subject to the published terms of each offer, which may include:

A specific validity period.
Certain areas or stores.
A minimum order value.
One use per user.
Exclusion of certain products or fees.

Offers cannot be combined unless their terms allow it.

The platform may refuse the use of codes in a fraudulent manner or in breach of the offer’s terms.

14Ratings and reviews

Users can post ratings and reviews about orders and services where this feature is available.

Reviews must be based on a genuine experience and must not contain:

Abuse or threats.
Personal information about others without permission.
Misleading or fraudulent content.
Material that breaks the law.

Content that breaches these rules may be removed after review according to the published standards.

15Prohibited use

Atifeast services must not be used for:

Creating fake orders intended to harm others.
Payment fraud or abuse of offers.
Hacking systems or attempting unauthorised access.
Using other people’s data without the right to do so.
Impersonating users, employees or partners.
Threatening restaurants, couriers or support staff.
Publishing illegal content or using the service for unlawful purposes.

An account may be suspended or some services restricted where there are legitimate reasons, subject to legal requirements.

16Intellectual property

The rights to the Atifeast name, trademark, logos, designs and the software content it owns belong to the respective rights holders.

They may not be copied, commercially exploited or republished without permission or an appropriate legal basis.

Rights to the trademarks, images and content of restaurants, markets or other parties remain with their owners.

17Limitation of liability

Atifeast strives to provide a stable platform, accurate information and a reliable service.

However, technical faults, delays or temporary outages may occur that cannot be entirely prevented.

Liability for damage or service failures is determined by the nature of the incident, the actual role of each party and the applicable laws.

These terms are not intended to exclude any liability that the law does not allow to be excluded, or to reduce the customer’s basic consumer rights.

18Restaurant, partner and courier services

Accounts of restaurants, markets and delivery couriers may be subject to additional operating terms or contractual agreements covering commissions, payments, financial settlements, permissions and service standards.

These agreements apply according to the nature of the relationship, and the general terms of use do not replace the specific agreements with professional parties.

19Changes to the services and terms

Atifeast may develop platform features, add services or change how operations work.

These terms may be updated when needed, and the updated version will be published with its effective date.

Where a change is material or requires new consent, the notice and consent procedures required by law will be followed.

20Governing law and disputes

These terms are governed by the laws in force in the Syrian Arab Republic, including legislation on consumer protection, personal data and electronic transactions, as applicable.

We aim to resolve complaints and disputes first through customer service and to reach a suitable solution.

If a settlement cannot be reached, the parties retain the right to turn to the competent authorities in accordance with the law.

21Contact and complaints

For questions and complaints about orders, payments or the terms of service, please contact us via:

Email: support@atifeast.com
General enquiries: info@atifeast.com
Phone
Operator: Atifeast