Terms of Service

Welcome to Detal. These Terms of Service ("Terms") govern your access to and use of the Detal mobile application, website, and related services (collectively, the "Service"). By downloading, installing, or using the Service, you agree to be bound by these Terms.

If you do not agree to these Terms, you may not access or use the Service. Please read them carefully before placing any order.

Definitions

• "Company" (also referred to as "Detal", "we", "us", or "our") refers to the operator of the Detal platform.
• "User" (also referred to as "you" or "your") refers to any individual who accesses or uses the Service, whether as a customer, partner store, or delivery courier.
• "Partner" refers to any restaurant, supermarket, or retail store that lists its products or menu on the Detal platform.
• "Order" refers to a request placed by a User through the Service to purchase food, groceries, or other products from a Partner.
• "Courier" refers to a delivery person who picks up and delivers Orders on behalf of Detal.
• "Content" refers to text, images, photos, audio, video, and all other forms of data or communication posted on or through the Service.

Eligibility

You must be at least 18 years of age to create an account and use the Service. By using the Service, you represent and warrant that you meet this age requirement.

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

Account Registration

To place orders through Detal, you must register an account by providing a valid phone number and any other required information. You agree to provide accurate, current, and complete information.

We reserve the right to suspend or terminate your account if any information provided is found to be inaccurate, misleading, or in violation of these Terms.

Use of the Service

Detal provides an online platform connecting Users with Partner stores for food and grocery ordering, with delivery fulfilled by our courier network. We act as an intermediary between Users and Partners.

We do not guarantee that the Service will be available at all times. We may modify, suspend, or discontinue any part of the Service at any time without prior notice.

You agree to use the Service only for lawful purposes and in compliance with all applicable laws and regulations.

Orders and Payments

When you place an Order through the Service, you are making an offer to purchase products from the selected Partner. The Order is confirmed once the Partner accepts it.

Prices displayed on the platform are set by the Partner and may change without prior notice. The total amount includes the product price, delivery fee, and any applicable taxes or service charges.

Payment can be made via online payment methods available in the app or cash on delivery where supported. All payments are deemed final once the Order has been delivered, except as provided in the “Cancellation, Return of Goods and Refunds” section.

In case of payment disputes, please contact our support team at info@detal.app within 48 hours of the transaction.

Cancellation, Return of Goods and Refunds

1. Cancellation Before Delivery

You may cancel your Order at no charge before it has been accepted by Detal/the Store. Once Detal/the Store has begun preparing the Order, cancellation may no longer be possible; and in the event of cancellation, Detal may deduct from the amount paid the costs already incurred, including the price of items already prepared and the delivery capacity allocated.

2. Finality of Purchase After Delivery

Upon delivery of the Order to the User or their representative at the address provided, the transaction is deemed complete. Delivered items may be returned only within the framework of clauses 3 to 7 of this section and subject to the conditions set out therein. The delivery fee, being the price of a service already performed, is not refundable in any case of return, unless the failure to deliver or the delivery of defective goods results from the fault of Detal/the Store.

3. Food and Perishable Items

Prepared food, perishable groceries, fresh fruit and vegetables, protein and dairy products, and any goods prepared to the User's specific order may not be returned after delivery. This condition applies by virtue of the perishable and made-to-order nature of such items and in accordance with the exceptions set out in Article 38 of the Electronic Commerce Act of the Islamic Republic of Iran. Clauses 6 and 7 of this section continue to apply to such items.

4. General Detal Market Goods

In respect of non-perishable and non-hygiene goods offered through Detal Market, the User may withdraw from the transaction and return the goods within 7 working days of the date of delivery, without giving any reason, provided that all of the following conditions are met:

• the original packaging of the goods remains intact and unopened;
• the goods have not been used in any way and show no signs of use;
• all accessories, labels, attachments and accompanying items are complete;
• the invoice or proof of purchase is provided.

The cost of returning the goods to Detal/the Store is borne by the User. Where the above conditions are not met, Detal may decline to accept the return or may deduct from the refundable amount a sum proportionate to the loss in value of the goods.

5. Cosmetic, Hygiene and Personal Care Items

Cosmetic, hygiene, personal care, health-related and infant items, and other goods which, once opened or once they have left the control of Detal/the Store, cannot be offered for resale for health reasons, may not be returned after delivery, unless the original packaging has remained entirely intact and the goods have not been opened or used in any way.

This condition applies by virtue of the nature of such items and in accordance with paragraph (c) of Article 38 of the Electronic Commerce Act of the Islamic Republic of Iran, concerning goods which by their nature cannot be returned.

The determination of whether the packaging is intact rests with Detal, and where there is any indication that the packaging has been opened, the goods consumed, or the packaging otherwise compromised, the return will not be accepted. Clauses 6 and 7 of this section also apply to such items.

6. Incorrect, Incomplete or Damaged Goods

The restrictions set out in clauses 3 to 5 do not apply where the Order has been delivered incorrectly, incompletely, damaged, past its expiry date, or otherwise at variance with the invoice. In such cases the User must notify Detal's support team within the prescribed period, together with the necessary supporting evidence. Detal will investigate the matter and, where the claim is established, will redeliver the goods, replace them, or refund the full price of the goods; the delivery fee will likewise be refunded or not charged in such cases.

Any claim in respect of perishable items is subject, in addition to this clause, to the specific conditions set out in clause 7.

7. Specific Conditions for Establishing Claims Regarding Perishable Items

Because perishable items — including fruit, vegetables, protein and dairy products — have no factory packaging or unique serial number and have a limited useful life, acceptance of a User's claim of spoilage, poor quality or lack of freshness in respect of such items is conditional upon the goods being attributable to the registered Order and upon all of the following conditions being met:

• a) Inspection at the time of delivery. The User must inspect the apparent quality of perishable items at the time of delivery and in the presence of the Courier. Any visible defect must be raised at that moment, before the Courier leaves, so that the goods may be returned to the Courier as they are. A claim of visible defect made after the Courier has left the place of delivery will not be accepted.
• b) Period for reporting hidden defects. Defects that are not detectable on visual inspection may be reported within a maximum of 2 hours of delivery and only on the day of delivery.
• c) Attribution of the goods to the Order. The goods that are the subject of the claim must be attributable to the registered Order by means of Detal's dedicated packaging, a label, a barcode or a receipt affixed to the Order. Goods lacking the dedicated packaging or label of the Order, or whose attribution to the Order cannot be established, will not be considered.
• d) Conformity with the invoice. The type, quantity, weight and specifications of the goods that are the subject of the claim must correspond to the items listed on the Order invoice. Any discrepancy in weight, quantity or type of goods will result in rejection of the claim.
• e) Photographic evidence. The User must send to the support team a clear photograph or video of the goods that are the subject of the claim, together with the invoice or Order label within a single frame, taken before the goods are separated from their original packaging.
• f) Retention of the goods pending investigation. The goods that are the subject of the claim must be retained by the User in their existing condition until the investigation is concluded and, if Detal so requests, handed over to the Courier for inspection. Consumption, disposal or failure to return the goods will result in rejection of the claim.
• g) Claims in respect of consumed goods. Where the greater part of the goods has been consumed, a claim of spoilage or poor quality in respect of them will not be accepted.

The determination of whether the above conditions are met rests with Detal. Detal may reject a claim where the attribution of the goods to the Order cannot be established, or where there are indications that the goods have been substituted, and may proceed in accordance with clause 9.

8. Method and Timing of Refunds

Approved refunds are made, at the User's choice, in one of the two following ways:

• Detal account credit — added to the User's wallet within a maximum of 72 hours of approval;
• Transfer to a bank account — transferred to the account provided within a maximum of 14 working days of approval, following provision by the User of the IBAN and account holder details.

Amounts paid in the form of gift credit, cashback, discount codes or other promotional credit are refunded solely as account credit and may not be transferred in cash to a bank account.

9. Abuse of the Right of Return and False Claims

Where, in Detal's determination, a User makes repeated or bad-faith use of the right of return or of the complaints process — including by making false statements as to the condition of goods, presenting goods other than those that are the subject of the Order, making repeated return requests without good cause, or using multiple user accounts — Detal may decline to accept further requests, reclaim amounts previously paid in respect of a rejected claim, and suspend or block the user account in accordance with the “Coupon and Promotion Abuse” clause.

Delivery

Estimated delivery times are provided as approximations and are not guaranteed. Delivery times may vary due to weather, traffic, order volume, or other factors beyond our control.

You are responsible for providing an accurate delivery address and being available to receive the Order. If delivery fails due to incorrect address or unavailability, you may be charged the full Order amount.

User Responsibilities

When using the Service, you agree not to:

• Use the Service for any unlawful, fraudulent, or harmful purpose
• Impersonate any person or entity, or misrepresent your affiliation with any person or entity
• Interfere with or disrupt the operation of the Service or its servers
• Attempt to gain unauthorized access to any part of the Service
• Use automated systems (bots, scrapers, etc.) to access the Service without our written permission
• Post or transmit any content that is abusive, threatening, defamatory, or otherwise objectionable
• Engage in any behavior that is harmful to other Users, Partners, or Couriers

Coupon & Promotion Abuse

Each User is permitted to maintain only one account on the Detal platform. Discount coupons and promotional offers are intended for single, personal use only.

If Detal determines, at its sole discretion, that a User is using multiple devices, phone numbers, or accounts to register and exploit discount coupons or promotional offers in an abusive manner, Detal reserves the right to immediately suspend or permanently block all associated accounts and to confiscate any remaining account credits, balances, and amounts paid by the User without any obligation to refund.

Detal's determination of coupon abuse shall be final and binding. By using the Service, you acknowledge and accept that any attempt to manipulate or circumvent promotional limitations may result in the forfeiture of all account balances and credits.

Intellectual Property

All content, trademarks, logos, designs, and software associated with the Service are the property of Detal or its licensors and are protected by applicable intellectual property laws.

You may not copy, modify, distribute, sell, or lease any part of the Service or its content without our prior written consent.

Disclaimer of Warranties

The Service is provided on an "as is" and "as available" basis without warranties of any kind, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.

We do not warrant that the Service will be uninterrupted, error-free, or free of viruses or other harmful components. We do not guarantee the quality, safety, or legality of products offered by Partners.

Limitation of Liability

To the fullest extent permitted by law, Detal and its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or related to your use of the Service.

Our total liability to you for any claims arising from the Service shall not exceed the amount you paid to Detal in the 12 months preceding the claim.

Indemnification

You agree to indemnify, defend, and hold harmless Detal, its affiliates, and their respective officers, directors, employees, and agents from any claims, liabilities, damages, losses, or expenses arising from your use of the Service or violation of these Terms.

Termination

We may suspend or terminate your access to the Service at any time, with or without cause, and with or without notice. Upon termination, your right to use the Service ceases immediately.

You may terminate your account at any time by contacting our support team. Termination does not relieve you of any obligations incurred prior to termination.

Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Islamic Republic of Iran, without regard to its conflict of law provisions.

Any disputes arising under these Terms shall be resolved through the competent courts of Iran.

Changes to These Terms

We reserve the right to modify these Terms at any time. When we make changes, we will update the "Last updated" date at the top of this page.

Your continued use of the Service after any changes constitutes your acceptance of the new Terms. We encourage you to review this page periodically.

Contact Us

If you have any questions about these Terms of Service, you can contact us:

By email: info@detal.app