Terms and Condition
This Agreement was last revised on November 15th, 2022.
PLEASE READ THE FOLLOWING TERMS OF USE AND DISCLAIMER CAREFULLY BEFORE USING OUR WEBSITE OR OUR MOBILE APPLICATION.
This Customer Agreement is between you and Gourmet Egypt that states the terms and conditions under which you may use our website, our mobile application (the Site and App are collectively, the "Platform") and receive Gourmet Egypt services, which includes processing and delivery (or arranging for delivery) of product orders. Your use of the Gourmet Egypt Service and the Platform constitutes your agreement to the terms and conditions set forth below. If you do not agree with all the terms and conditions, please refrain from further use of the Platform.
All of our products and services are backed by a 100% customer satisfaction guarantee. If you are dissatisfied for any reason, contact us via e-mail at call.center@gourmetegypt.com or call us on our hotline 19339 from within Egypt. For fresh and frozen grocery or perishable products, you have up to fourteen (14) days after delivery, or until the expiration date printed on the product — whichever is earlier — to contact us about the products. Gourmet Egypt may require the return or collection of the product with which you are dissatisfied before we substitute an acceptable item or issue store credits.
Ordering through the Platform
Orders must be received before posted cut-off times for a given delivery (see Delivery of Products below for details). Available delivery date and time windows and associated delivery fees and promotions will be shown during the ordering process. Delivery timeslots are available on a first-come-first-served basis. You will be able to view delivery and cut-off times during the checkout process. Note that modified orders are subject to price changes and a change of delivery date may not guarantee the availability of your desired items.
You may cancel orders by contacting our Customer Service Department on our hotline 19339 during working hours or email us at call.center@gourmetegypt.com Customer Service working hours are 9am- 10pm daily.
Price, Availability and Substitutions
We receive fresh products every day to assure you the highest quality. Due the perishable nature of our products, certain products may be unavailable due to market conditions beyond our control or quality that is below our standards. If we have an item that's very similar to the item you ordered, we reserve the right to make item substitutions. If you're not happy with the substitution, please contact our customer service department. If we are unable to fulfil your entire order with the items you order or appropriate substitutions, we will use reasonable efforts to contact you prior to delivery using you specified contact details. This may be by phone, email or SMS. Once you complete checkout, your price, or price per gram/kilogram (when applicable), is guaranteed unless you placed an order for an item where we have inadvertently listed an incorrect price. In those circumstances, we reserve the right to cancel undelivered orders for such incorrectly priced products; we will contact you immediately in such circumstances, and, of course, your payment method will not be charged.
Please note: we reserve the right to limit your order or the quantity of a particular product that you may order.
Delivery Fee
A delivery fee may be added to your order. Any such fee is not a gratuity for the delivery personnel who delivers or is otherwise involved with the delivery of your order and will not be given to any such delivery personnel as a gratuity.
Tip
If you wish to tip delivery personnel, please provide a cash tip at the time your order is delivered. Gourmet Egypt will not be responsible for handling any gratuity on our Platform.
Variable Weight Orders
Because many perishable items are individually prepared for you, the per-item price you see in your shopping cart for variable weight items is based on an estimated weight. The final price of these variable weight items will be based on the same price per gram/kilogram indicated at time of checkout, and we will do our best to ensure it is as accurate to the listed price as possible. The actual price charged is determined once we have prepared and weighed your order, and that actual price will appear on the invoice issued to you on the day of your delivery. Any money owed to you by Gourmet Egypt due to variance in weighted items will be refunded as store credit. This will be visible to you in “My Account” within 24 hours from placing your order.
Cancellation of orders must be made before the order is processed by the physical store. You can check the status of your order by selecting “My Order” from the drop-down menu of “My Account” tab. If the payment is made online and the order has been processed it will result in a restocking fee equal to the sum of 100% of the total EGP amount of your weighted items (since many of our perishable items are individually prepared)
Gourmet pay is an e-wallet that is charged using a debit/credit card & can be used for both online and offline orders. Gourmet credits are non-transferable and do not expire. In the case of order cancellation, the money is returned to your Gourmet Pay wallet.
Loyalty Points Collection & Redemption
Welcome Points happen once with every new tier upgrade.
In order to collect Loyalty & Tier Points, members should present their Gourmet Society Cards, app QR code or provide their pre-registered mobile number at the checkout counter while completing the purchase.
Extra Loyalty Points earned through promotional offers, such as Star Products and Double Point Days, do not accumulate Tier Points.
With every EGP 500 spent in the same transaction, members will get 10 Loyalty Points.
Selected items (Star Products) online and at Gourmet stores might provide members with extra Loyalty Points even if their invoice is below EGP 500.
Redemption can happen in-store or online after purchase was completed and Loyalty Points were earned.
When redeeming in-store, members have to use their registered mobile number to receive an OTP at checkout. For online redemption, Loyalty Points can be applied upon checkout.
Gourmet Society Loyalty Program will have consecutive cycles with predefined timelines related to Loyalty & Tier Points’ expirations. Collected Loyalty & Tier Points will automatically expire based on the predefined cycle dates and cannot be transferred or used in the next cycle.
Loyalty Points Balance Inquiry
Gourmet Society members can check their statement on the receipt during purchases or on the Gourmet website and application.
Loyalty & Tier Points collected during purchases will automatically be credited to members’ accounts. The balance as of the day of purchase will be printed on the customer receipt. In case of any delays, the new Loyalty & Tier Points balance will be shown on the next visit.
General Terms & Conditions
Members are requested to provide their personal details and keep Gourmet Egypt informed of any changes. Gourmet cannot be held responsible for any loss of points incurred as a result of outdated details.
Gold & VIP members from the same family can accumulate points under one customer account number.
In case of loss, replacement cards will be issued by Gourmet Egypt and the balance will be added to the new card.
Gourmet Egypt is entitled to remove points from the member’s account at any time if purchased products are returned for any reason and a full or partial refund of the purchase price is given. This also applies to the exchange of products. Gourmet Society card or registered mobile number must be presented during refund and exchange transactions.
The scheme is only for personal and consumer use. Gourmet cards cannot be used for any business transaction or purpose.
Members can choose to leave the scheme at any time. By leaving the scheme, members forfeit the right to any points already accrued or issued.
The Gourmet Loyalty & Tier Points are not transferable. Loyalty Points can only be redeemed by the registered account’s owner.
Gourmet Egypt reserves the right to cancel any account in case of violation of the terms and conditions of the program.
Gourmet Society cards can only be used for purchases from Gourmet Egypt and promotional partners who are part of the scheme (if any).
The Gourmet Society cards and points, in whatever form, are issued by and remain the property of Gourmet Egypt which may, at any time, terminate the scheme or alter or amend the conditions of the program.
Credit/Debit Card Payment
To place an order, you must have a credit card or debit card ("Card") Gourmet Egypt does not hold or store any of your card details. When paying online, you will be redirected to an authorization page or payment gateway managed by your bank. You may also be redirected to a verification page if you are using a Visa or a MasterCard.
Card Authorization and Estimated Costs
Your Card will be charged for your order on the day your order is delivered. Since certain perishables are priced by variable weight and the actual price is not known until we have prepared and weighed your order, we require a Card authorization for up to 110% of the estimated cost of perishables, but only charge you the actual cost that is determined after preparing and weighing your actual items. In addition, we will authorize your Card for an amount equal to 100% of the total of the non-perishable items in your order. Gourmet Egypt will not process an order that attempts to use an incorrect, expired, or over-the-credit limit Card. We will make reasonable efforts to contact you if this occurs. However, in the event such an order is processed, Gourmet Egypt reserves the right to collect funds for any uncollected transaction charges or fees owed to it. If you fail to pay any fees or charges when due, including but not limited to rejected electronic payments, redelivery fees or restocking fees, Gourmet Egypt may suspend or terminate your access to the Platform & Service. You shall be responsible and liable for any fees, including attorneys' fees and collection costs, that Gourmet Egypt may incur in its efforts to collect any unpaid balances from you. Your right to use the Gourmet Egypt Service is subject to limits established by us and/or by your Card issuer. Gourmet Egypt reserves the right to remove the online payment option from any account for any reason at any time.
Delivery of Products
Gourmet Egypt uses refrigerated trucks with freezer compartments and motorcycles with temperature proof pouches to maintain the quality and integrity of your products. To maintain the integrity of products after delivery, we recommend that you immediately refrigerate or freeze perishable items. Frozen items must immediately be placed in a freezer. In an effort to meet the committed delivery times for all of our customers, our delivery personnel cannot wait for an inspection of the items delivered.
Delivery Requirements
To receive delivery, you must live in a residential apartment or home and you or an authorized representative must be present to receive your order from our delivery personnel during your selected delivery window. The authorized representative can accept your goods when you are not present at the time you had selected for delivery and shall accept the goods under all of the same terms and conditions that would apply had you accepted the delivery yourself. Anyone at the delivery address who receives the delivery is conclusively presumed to be authorized to receive the delivery. If you, your doorman, and your authorized representative are not present during your selected delivery window, we will use commercially reasonable efforts to contact you and reschedule delivery for the same day. In such case, if we are unable to redeliver the order to you for any reason, the order will be cancelled.
Invoices
You will receive an email invoice the day of your delivery and a physical invoice at delivery. All of your order invoices are available in the "My Account" section of our Platform. If something is missing from your order, please contact our Customer Service department.
Inclement Weather and Unforeseen Delivery Complications
In the case of inclement weather or unforeseen delivery complications, it may be necessary to make adjustments to our delivery schedule which will cause us to suspend chosen delivery dates and times. If there will be a significant delay in delivering your order, a customer service representative may call or e-mail you to let you know the status of your delivery time. We will attempt to deliver your order as quickly as possible when the conditions permit. We will never deliver an order past 10:30 PM without your consent. If your designated delivery location (e.g. street closure) or day is inaccessible, rendering us unable to make the delivery, we will contact you to determine the best alternate location and/or date to make the delivery.
Tips
Gourmet Egypt delivery personnel are allowed to accept tips. Customers are under no obligation to tip delivery personnel but have the option of doing so if exceptional service is provided by the delivery personnel.
ID Number and Passwords
Access to the Platform is accomplished by creating an account through the use of a user name and a password that you choose upon registration. You are solely responsible for any authorized or unauthorized access to your account by any person. You agree to bear all responsibility for the confidentiality of your user name password and all use or charges incurred from use of the gourmet Egypt Service with your password. You agree to notify Gourmet Egypt promptly of any unauthorized use of your password and you will remain liable for any use of the Platform or Gourmet Egypt Service until you notify us.
Your Account
You are responsible for, and agree to pay promptly, all charges to your account, including applicable taxes and purchases by you or anyone you allow to use your account to access the Gourmet Egypt Service. You agree and accept responsibility for keeping all your account information current, including address, telephone number, e-mail address. You can update your information in the "My Account" area on our Platform or contact our Customer Service department. Please do not send Card or other payment information via email. You agree that you will not provide fraudulent information and that you are solely responsible for any information you provide to Gourmet Egypt, and accept responsibility for all activities that occur under your account or password. You will comply with all laws applicable to your activities on the Platform and with this Agreement.
Corrections
If you would like to update or correct information previously provided to us, please send an e-mail with your new information to call.center@gourmetegypt.com or call us on our hotline 19339. You can also update your account information yourself by going to "My Account" on the Platform. Please do not send credit card or other payment information via email.
Privacy Policy
Please review our Privacy Policy, which also governs your visit to the Platform and use of the Gourmet Egypt Service, to understand our practices.
1.1. YOU EXPRESSLY AGREE THAT USE OF THE GOURMET EGYPT SERVICE, THE PLATFORM, AND THE INTERNET IS ENTIRELY AT YOUR OWN RISK. THE GOURMET EGYPT SERVICE, THE PLATFORM, AND ITS CONTENTS ARE PROVIDED ON AN "AS IS," "AS AVAILABLE" BASIS. TO THE EXTENT PERMITTED BY APPLICABLE LAW, GOURMET EGYPT DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THE WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, WITH RESPECT TO THE GOURMET EGYPT SERVICE, THE PLATFORM, OR ITS CONTENTS OR WITH RESPECT TO ANY INFORMATION, SERVICES, AND PRODUCTS PROVIDED THROUGH OR IN CONNECTION WITH THE GOURMET EGYPT SERVICE; GOURMET EGYPT DOES NOT ADOPT ANY REPRESENTATION OR WARRANTY OF ANY MANUFACTURER OR MERCHANT OF ANY SUCH INFORMATION, SERVICE, OR PRODUCTS. GOURMET EGYPT MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND AS TO THE AVAILABILITY, RELIABILITY, CORRECTNESS, ACCURACY, CONTENT, OR OTHERWISE OF ANY INFORMATION, SERVICES, OR PRODUCTS OBTAINED THROUGH THE PLATFORM OR THE GOURMET EGYPT SERVICES. GOURMET EGYPT DOES NOT WARRANT THAT THE FUNCTIONS PROVIDED BY THE PLATFORM WILL BE UNINTERRUPTED OR ERROR FREE, THAT DEFECTS WILL BE CORRECTED, OR THAT THIS PLATFORM OR THE SERVER THAT MAKES IT AVAILABLE IS FREE FROM VIRUSES OR OTHER HARMFUL COMPONENTS.
1.2. NEITHER GOURMET EGYPT NOR ANY OF ITS DIRECTORS, EMPLOYEES, SHAREHOLDERS, AFFILIATES, AGENTS, REPRESENTATIVES, JOINT VENTURE PARTIES, INDEPENDENT CONTRACTORS, THIRD-PARTY INFORMATION PROVIDERS, MERCHANTS, OR LICENSORS SHALL BE LIABLE, IN CONTRACT OR IN TORT, FOR ANY DAMAGES OF ANY KIND, INCLUDING, WITHOUT LIMITATION, COMPENSATORY, DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES; LOSS OF DATA, INCOME, OR PROFIT; OR LOSS OR DAMAGE TO PROPERTY, ARISING OUT OF OR IN CONNECTION WITH THE USE OF, OR THE INABILITY TO USE, THE PLATFORM, THE GOURMET EGYPT SERVICE, OR THE INTERNET. GOURMET EGYPT'S LIABILITY SHALL BE LIMITED TO PROVIDING YOU WITH A REFUND FOR ANY PRODUCT THAT IS RETURNED. YOUR SOLE AND EXCLUSIVE REMEDY HEREUNDER SHALL BE FOR YOU TO DISCONTINUE YOUR USE OF THE SERVICE AND TO TERMINATE THIS AGREEMENT. GOURMET EGYPT RESERVES THE RIGHT TO LIMIT YOUR ORDER OR THE QUANTITY OF A SPECIFIC PRODUCT YOU MAY ORDER.
1.3. The material in the Platform is provided for lawful purposes only. Gourmet Egypt operates this Platform for use in specific jurisdictions where it provides its Services, and makes no representation that these materials are appropriate or available for use in other locations. If you use the Platform from other locations, you are responsible for compliance with applicable local laws. Price and availability information is subject to change without notice and may vary geographically.
1.4. You agree to defend, indemnify, and hold Gourmet Egypt Parties harmless from any and all suits, actions, legal or administrative proceedings, claims, demands, damages, liabilities, settlements and expenses, including attorney's fees, accounting fees, and costs, arising in connection with, resulting from, or alleged to result from, your use of the Platform or Contents, or violation of this Agreement by you or through use of your account.
Termination
This Agreement is effective upon your acceptance as set forth herein and shall continue in full force and effect until terminated. Gourmet Egypt may suspend or terminate this Agreement or the Gourmet Egypt Service or remove or disable access to any portion of the Gourmet Egypt Service at any time for any reason with or without notice to you. You may terminate this Agreement and your Gourmet Egypt Service at any time for any reason by delivering notice in the manner provided below, which termination will be effective the day notice is received or such later date specified in the notice. Gourmet Egypt reserves the right to collect fees and charges incurred before you cancel your Gourmet Egypt Service. In addition, you are responsible for any charges incurred to third-party vendors or content providers prior to your cancellation.
Notices
Gourmet Egypt may give notice to you of any change or any other communication related to this Agreement through a general posting on the Platform, by electronic mail, or by conventional mail to your address contained in the "Your Account" section of the Platform. You may give notice to Gourmet Egypt by e-mail, or by conventional mail.
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