Shipping Policy

Shipping and Delivery Policy

Yasoly acts as an electronic intermediary connecting users with local merchants and independent delivery drivers. This policy outlines the rules and expectations governing shipping and delivery operations on the Platform — covering service zones, time estimates, delivery fees, failed delivery handling, and user responsibilities.

1. Yasoly's Role in Delivery

Yasoly does not operate its own fleet of delivery vehicles or directly employ delivery drivers. Drivers operate as independent contractors who accept and fulfill delivery requests through the Yasoly application. Yasoly facilitates the dispatch, routing, and tracking of deliveries while merchants are responsible for order preparation and drivers are responsible for safe and timely transport.

2. Delivery Zones

Yasoly currently operates in the following service zones in the Arab Republic of Egypt:

Cairo (القاهرة): all districts, with full coverage across central, eastern, western, and northern districts
Giza (الجيزة): major districts, including Dokki, Mohandiseen, Agouza, Haram, Faisal, 6th of October, and Sheikh Zayed

Coverage expansion: Yasoly is actively expanding service to additional Egyptian governorates throughout 2026 and beyond. Service availability in expansion zones will be announced separately and may be partial during pilot phases. Coverage in any zone may expand or contract based on operational capacity, regulatory considerations, or unforeseen circumstances.

Within active service zones, available merchants are displayed based on the delivery address you enter. Some merchants serve only specific neighborhoods within a zone.

3. Estimated Delivery Times

Estimated delivery times are displayed at checkout and on the order tracking page. Estimates vary by service category:

Service Category	Typical Delivery Time	Notes
Restaurants and food	30–45 minutes	Includes preparation and delivery
Groceries	30–60 minutes	Depends on basket size
Pharmacies	15–30 minutes (priority)	Express handling for urgent medications
E-commerce shops	1–3 days (standard)	Same-day delivery available for select merchants
Parcel delivery	30–90 minutes	On-demand pickup and drop-off within service zone

These times are estimates and are not contractual guarantees. Actual delivery time may vary due to peak periods, distance from the merchant, weather, traffic conditions, or events of force majeure.

4. Delivery Fee Structure

Delivery fees are displayed at checkout before order confirmation. The fee structure is:

Distance-based fee: calculated from the merchant's location to the delivery address
Zone-based pricing: some zones may apply a flat or tiered fee structure
Service fee: a small platform fee that supports operations and customer support
Small-order fee: may apply when the order total is below the merchant's minimum threshold
Surge pricing: during exceptionally high-demand periods (e.g., severe weather, public holidays), delivery fees may be temporarily increased; the surge will be transparently displayed before order confirmation

By confirming your order, you accept the total amount displayed at checkout, inclusive of all applicable fees.

5. Customer Responsibilities at Delivery

To ensure a successful delivery, you agree to:

Provide an accurate, complete, and reachable delivery address with all necessary details (building number, floor, apartment, landmarks)
Provide a valid phone number reachable at the time of delivery
Be present at the delivery address (or arrange a proxy) when the order arrives
Inspect the order on receipt and report any issues immediately to the driver or via in-app chat
Provide reasonable, lawful access to the delivery location (e.g., gated communities, secure buildings)

6. Failed Delivery Handling

Yasoly reserves the right to mark a delivery as failed and cancel the order if the customer cannot be reached or is not available at the address. The general process is:

First attempt: driver arrives at the address and attempts to contact the customer
Second attempt: driver waits a reasonable hold period (typically 5–10 minutes) and re-attempts contact
Third attempt: driver makes a final contact attempt before initiating return
Return to merchant: if all three attempts fail, the order is returned. Refund eligibility follows the Refund Policy

For perishable items, the driver may not wait the full hold period. Customers are responsible for any non-refundable cost arising from a failed delivery attributable to user error (e.g., wrong address, unreachable phone).

7. Vendor Pickup (Self-Collection)

Where the merchant supports this option, Yasoly may allow customers to choose pickup at the store as an alternative to home delivery. With pickup, the customer collects the prepared order directly from the merchant's location at the displayed pickup time. No delivery fee is charged for pickup orders. Pickup availability may vary by merchant and store readiness, and is displayed at checkout where supported.

8. Special Conditions and Force Majeure

Delivery times and service availability may be affected by circumstances beyond Yasoly's reasonable control, including but not limited to:

Severe weather (heavy rain, sandstorms, extreme heat)
Traffic incidents and road closures
Public holidays and exceptional demand surges
Government actions, emergency declarations, or public health restrictions
Internet, telecommunications, or payment-network outages
Acts of God, war, terrorism, or civil unrest

In such circumstances, Yasoly will communicate disruptions transparently and apply a reasonable, fair approach to refunds and cancellations.

9. Contactless Delivery

Yasoly offers a contactless delivery option for users who prefer the order be left at the door. When you select this option, the driver will leave the order at the agreed location, take a photo confirmation, and depart. Yasoly is not responsible for damage, theft, or contamination occurring after the order is left as instructed.

10. Address Accuracy Responsibility

You are solely responsible for the accuracy of the delivery address and contact details you provide. Yasoly is not liable for delays, failed deliveries, or incurred fees resulting from inaccurate or incomplete addresses, unreachable phone numbers, or restricted access locations.

11. Effective Date and Updates

This Shipping and Delivery Policy may be updated periodically to reflect changes in service zones, pricing structures, or operational practices. Material changes will be communicated through the Platform.

Last Updated: 5 May 2026
Effective Date: 5 May 2026
Jurisdiction: Arab Republic of Egypt