Terms & conditions – Customer app

A version dedicated to app customers

Last updated: 12 August 2026

These terms and conditions constitute a binding legal agreement between the Marah app, operated by Meatsteak Company, unified national establishment number 7052155863, a company registered in the Kingdom of Saudi Arabia with its head office in Riyadh, referred to in these terms as 'Marah', 'the platform' or 'we', and every customer who accesses, registers in or uses the customer app, referred to as 'the customer' or 'you'.

Marah is an electronic marketplace and a technical intermediary connecting the customer with independent sellers offering meat, poultry, fish and other available products. Marah does not sell the products offered, does not own them, and does not undertake their production, slaughter, preparation, packaging or storage. Nevertheless, Marah may provide or arrange the transport of the order from the store to the customer where the option 'Delivery by Marah' is expressly shown, and providing a delivery service does not make Marah a seller of the product or a party to its contract of sale.

Where 'Delivery by Marah' is selected, temporary physical possession of the prepared order may pass from the seller to Marah or to a service provider it works through, for the purpose of transport and handover only. Such possession does not transfer ownership of the product to Marah, and does not alter the fact that the contract of sale for the product remains between the customer and the seller.

By using the app, you acknowledge that you have read and understood these terms and conditions and agree to be fully bound by them. If you do not agree to them, you must immediately stop using the app.

These terms do not derogate from any mandatory rights granted to the customer under the laws in force in the Kingdom of Saudi Arabia, and no provision of them shall apply to the extent that it conflicts with an applicable statutory provision.

First: definitions and scope of application

The customer: the natural person of full legal capacity, or the lawfully authorised representative of a legal person, who uses the customer app to order a product from a seller.
The seller: the store, butchery, supplier or independent establishment that offers the product, sets its price, accepts, prepares and sells it to the customer.
The product: any goods offered by the seller through the platform, including fresh, chilled, frozen or perishable products.
The order: the electronic purchase order sent by the customer to a specific seller, including the products, specifications, pickup or delivery method, and the fees shown.
Pickup from the store: a fulfilment method in which the customer or their authorised representative collects the order from the seller's branch or the pickup point specified in the app.
Delivery by the seller: a delivery service carried out by the seller itself or through a driver or carrier it deals with, where the seller is the delivery party shown to the customer and is responsible to the customer for the transport stage.
Delivery by Marah: a delivery service arranged and managed by Marah for stores where delivery is not carried out by the seller. Transport is performed through an establishment licensed in the appropriate activity, or a Saudi individual working with their own vehicle who meets the driver, vehicle and regulatory requirements and is contracted by Marah. Marah remains responsible to the customer for managing the transport stage in accordance with these terms.
The delivery party: the party shown on the store page and in the order summary and responsible for transporting the order to the customer; it is either the seller or Marah, and the two are never responsible for delivering the same order at the same time.
These terms apply to the customer app only, and do not govern the registration of sellers, the operation of their stores, their entitlements, or their contractual obligations towards Marah.

Second: eligibility and the account

The customer must be at least 18 years of age and have full legal capacity to contract in accordance with the laws in force in the Kingdom of Saudi Arabia.
If you use the platform on behalf of an establishment or legal entity, you confirm that you are authorised to accept these terms and to place orders in its name.
The customer undertakes to provide correct, accurate and up-to-date information on registration and with every order, including the mobile number, address and delivery location, and bears the consequences of any error on their part.
The customer is responsible for keeping the verification code and sign-in details confidential, for not allowing others to use their account, and for notifying Marah immediately on suspecting unauthorised use.
The account may not be sold or transferred, and multiple accounts may not be created with the intention of circumventing restrictions, offers or usage policies.
Marah may request verification of identity or mobile number and may temporarily suspend the account where there is reasonable suspicion of fraud or misuse, or to protect the customer and the platform, giving notice to the customer where that is possible and legally permitted.

Third: the nature of Marah's role and the relationship with the seller

The Marah app acts as a technical intermediary and a digital platform, and is not considered the owner or seller of the products offered by sellers.
The contract of sale for the product arises directly between the customer and the seller after the seller accepts the order and payment is confirmed or the available payment method is approved. The seller is the party responsible for selling the product, preparing it, ensuring it conforms, and issuing its invoice, unless expressly shown otherwise before the order is completed.
Marah's services include enabling search and comparison, submitting the order, communication, status tracking, facilitating payment, customer service and settlement of amounts with the seller, and may include providing or arranging delivery for some stores where the 'Delivery by Marah' option is shown. Marah may receive a commission from the seller and service or delivery fees disclosed to the customer, without becoming a seller of the product.
The contract of sale for the product remains directly between the customer and the seller, and Marah remains a technical intermediary within it. Where the 'Delivery by Marah' option is shown, Marah is responsible to the customer for arranging the delivery service and managing the transport stage from collection of the order from the seller until its handover, even where transport is performed by a contracted carrier, without Marah becoming the owner or seller of the product.
Any verification Marah carries out on a seller's data or documents is intended to support the reliability of the platform. It does not make the seller a subordinate of Marah, nor does it amount to an absolute guarantee of the quality of every product or of the seller's compliance in every case.
Marah remains responsible for operating its technical services and for acts or errors directly attributable to it, within the limits set by law, and its description as an intermediary shall not be construed as an exemption from its own statutory responsibilities.

Fourth: stores, products and the information displayed

The seller alone is responsible for the licences for its activity, and for the product's source, safety, quality, fitness, specifications, weight, classification, price and availability, and the manner of its slaughter, cutting, preparation or packaging, and for compliance with health and food requirements and related laws.
The appearance of stores, products and pickup or delivery options depends on the customer's location, the store's service area and working hours, product availability and operational capacity. Some stores or options may not be available in all districts or at all times; what is actually available is shown to the customer before the order is submitted.
The seller and Marah exercise reasonable care to display information accurately. However, images are illustrative and natural differences in colour, shape or weight may exist for fresh products. Any weight tolerance or price effect must be shown before confirmation, and the customer may not be charged an increase they have not agreed to.
The customer must read the product description, the cutting or preparation options, the quantity, the chilling level and any available warnings or allergy information, and must state special requests clearly before submitting. The seller is not bound by a special request it has not accepted.
Marah may correct a description or price shown in error, or hide a non-compliant product or store, provided that no material amendment is imposed on a confirmed order without the customer's consent or without granting them the statutory option to cancel and obtain a refund.

Fifth: creating and accepting the order

The customer selects the seller, the products, the specifications, the quantity, the pickup or delivery method and its available time, and is bound by the minimum order shown on the store page, if any.
The customer must review the products, the address, the timings, the prices, the fees, the discounts and the total amount, and correct any error before pressing the button to submit the order or its equivalent.
Submitting the order constitutes an offer to purchase addressed to the seller and does not mean final acceptance. Where the store has manual acceptance enabled, the seller has the period stated in the app to accept or reject; the period currently applied is 5 minutes, and the order is cancelled automatically if it expires without acceptance. Where the store has automatic acceptance enabled, the order is accepted as soon as it is submitted and the customer proceeds directly to the payment gateway without waiting.
After the seller's acceptance or after automatic acceptance, the customer must complete payment within the period stated in the app; the period currently applied is 5 minutes, and the order may expire automatically if payment is not completed within it.
Where the app enables negotiation, the customer and the seller may exchange offers within the limits shown in the app, up to a maximum of three attempts under the current mechanism. No offer is binding before it is accepted and the order is confirmed.
A product may not be substituted, its specifications changed, or an amount added after the order has been accepted, except with the customer's consent through a documented means within the platform.
The app sends confirmation of the order status. Electronic records and notifications and the payment log are evidence of the details of the transaction, without prejudice to any party's right to prove otherwise in accordance with the law.

Sixth: prices, fees, payment and offers

Prices are shown in Saudi riyals and the seller sets the price of the product. The price of the products, tax if any, delivery fees, service fees, the discount and the total amount due must be shown before confirmation.
Marah may collect a service fee on the order as clearly shown in the order summary before confirmation. No fee that was not clearly shown to the customer before confirmation is payable by them.
Each seller may set a minimum order. The seller sets the delivery fee where the option is 'Delivery by the seller', while Marah sets the delivery fee where the option is 'Delivery by Marah'; the applicable party and fees are shown clearly before the order is submitted. No delivery fee is charged where pickup from the store is selected, while any service or other fee clearly shown in the order summary continues to apply.
Payments are made through approved electronic payment providers. The payment method may be subject to its provider's terms, security verification and banking policies, and Marah does not guarantee that the bank or the payment provider will accept every transaction.
Marah collects the value of the order as a collection intermediary for the seller's account; this does not alter the fact that the seller is the seller of the product and the party to the contract of sale.
Vouchers and discounts are subject to their terms, validity period and usage limits as shown, and are not convertible into cash unless the offer states otherwise. Any benefit obtained through fraudulent or non-compliant use may be cancelled after verification.
If Marah makes points, credit or an internal wallet available in future, only the provisions shown to the customer before their activation and use will apply to them, and neither their existence nor any available balance is to be assumed at present.
If a clear error in the price or amount becomes apparent before the order is fulfilled, the customer is notified and given the choice between agreeing to the correct price or cancelling the order and being refunded what they paid; the increase may not be applied without their consent.

Seventh: delivery and pickup from the store

Depending on each store's configuration, only two options are shown to the customer at checkout: (a) pickup from the store, and (b) a single delivery option, being either 'Delivery by the seller' or 'Delivery by Marah'. The two delivery options are never shown together for the same store or order.
The store page and the order summary state the pickup method, the delivery party and the applicable fees clearly before the order is confirmed. The delivery party is not substituted after confirmation where that would materially affect the fees, the timing or responsibility, except after notifying the customer and obtaining their consent.
Marah may enable or disable the available delivery model for future orders at store level according to operational and regulatory readiness, provided that the option in force is shown to the customer before the order is confirmed. A change to a store's configuration does not affect confirmed orders except in accordance with the preceding provision.
Where pickup from the store is selected, the customer undertakes to attend the branch or the pickup point shown within the announced period after being notified that the order is ready, and to present the order number or pickup code on request. If collection proves impossible, they must make contact without delay through the available channels to determine the possible course of action according to the nature and condition of the product and the actual costs, without forfeiting any statutory right or automatically refusing a refund merely because of non-attendance.
Where 'Delivery by the seller' is selected, the seller or the driver working through it transports the order from the store to the customer, and the seller is responsible for the delivery acts attributed to it and for using a means of transport and storage appropriate to the nature of the product until handover.
Where 'Delivery by Marah' is selected, Marah arranges and manages the transport of the order for stores where delivery is not carried out by the seller, from the time the order is collected from the store until it is handed over to the customer. Transport may in fact be performed through an establishment licensed in the appropriate activity, or a Saudi individual working with their own vehicle who meets the driver, vehicle and applicable regulatory requirements and is contracted by Marah; describing the service as 'by Marah' does not necessarily mean the driver is its employee.
The 'Delivery by Marah' option is only enabled after completing the licences, permits, registrations and regulatory requirements necessary for each party according to the nature of its role, including Marah where its role requires this. Marah verifies, within reasonable limits, the eligibility of the contracted carrier and the validity of its required documents before assigning orders to it.
The customer's communication regarding 'Delivery by Marah' remains with Marah through the support channels. Marah manages the service, verifies the complaint and handles what falls within its responsibility, without obliging the customer to pursue the driver or the contracted carrier themselves, and without prejudice to any direct statutory liability borne by the carrier.
For delivery by Marah, Marah exercises reasonable care to use means of transport and storage appropriate to the nature of the product and the storage instructions shown, including maintaining chilling or freezing during the transport stage where necessary, from the time the order is collected from the seller until it is handed to the customer.
In all cases the seller remains responsible for the correctness of the order and for the product's quality, safety, conformity, preparation and appropriate packaging, and for maintaining the required storage conditions until handover to the customer on pickup from the store, or to the designated delivery party at the start of transport.
The delivery party may refuse to collect the order or suspend its transport if, at handover from the store, a defect appears that prevents safe transport, such as leaking or unsuitable packaging or apparent storage conditions unsuited to the nature of the product, provided that the customer is notified and the matter is coordinated with the seller to resolve or cancel the order and refund what is due, according to the cause of the defect and the applicable laws.
Preparation or delivery times are estimates unless expressly described as binding. The seller bears responsibility for delay in preparation attributable to it, while the delivery party shown bears responsibility for delay in the transport stage attributable to it, and the order status is updated as information becomes available.
The customer undertakes to enter a correct address, location and instructions, to keep a means of contact available, and to attend to receive the order. They may bear the reasonable costs arising directly from failed handover caused by their error or absence, where these are disclosed and legally permitted.
If access to the address is restricted for security or regulatory reasons, or entry to the building is not possible, the customer or their authorised representative undertakes to come to a nearby, safe point the delivery party can reach, after being contacted using the registered details.
Handover may be evidenced by the means available and disclosed in the app, such as recording the time and location of handover, a verification code or the recipient's name, and a photograph or electronic signature may be used where this feature is enabled and to the extent necessary in accordance with the privacy policy.
On receipt, the customer is advised to check the integrity of the packaging, the quantity, the apparent condition and the appropriate storage level, and to notify support immediately of any shortage, damage or discrepancy.
Possession of and responsibility for the product pass to the customer upon handover to them or to their authorised representative, while their rights relating to defect, non-conformity or food safety are preserved.

Eighth: cancellation, return and refund

The customer may cancel the order before the seller accepts it where the cancellation option is available in the app. The order is also cancelled automatically where the seller does not accept within the period, or payment is not completed within the payment period.
After the order is accepted or preparation has begun, cancellation is subject to the nature and condition of the product and the stage reached, and to the mandatory rights established by law. Given that many products are fresh or perishable, a right of withdrawal for a mere change of mind may not apply to a perishable product that is sound and conforming.
The customer retains the right to object where the product is short, incorrect, damaged, spoiled, unsafe or materially different from the description or the order. The customer must report this without delay through the app and attach reasonable images or information to assist verification, without being required to provide what they cannot.
The seller is responsible for addressing a defect in the product or its non-conformity, and the remedy may — depending on the case and the law — be completing the shortfall, replacement, re-preparation, or a full or partial refund. Marah facilitates communication and verification and carries out the financial refund once entitlement is established.
If the seller cancels a paid order or is unable to provide it, the customer is refunded the amount due for the products and services not performed, including fees connected to a service that was not provided, unless there is a lawful and disclosed reason to the contrary.
If delivery proves impossible or is cancelled for a reason attributable to the delivery party shown on the order and not to the customer, the customer is refunded the delivery fee paid for the service that was not performed, without prejudice to their right to have the fate of the products addressed or their value refunded, according to the cause and the state of the order and the applicable laws.
The amount is normally returned to the original payment method. Marah initiates the refund once approved, but the time it appears in the account depends on the payment provider and the bank; the customer will be shown or informed of the estimated period available.
If handover is delayed for a period that gives the customer a statutory right of rescission, including exceeding fifteen days from the date of the contract or the agreed date in the cases covered by law and without a force majeure cause, they may request cancellation and a refund of what they paid.
No term specific to a seller limits the customer's mandatory rights, and if a seller's policy conflicts with the law or with binding information shown before the order, the provision most protective of the applicable statutory right shall apply.

Ninth: the customer's obligations and acceptable use

Using the platform and placing orders for lawful purposes, whether personal or lawful commercial purposes, and not ordering prohibited products or using payment methods they are not entitled to use.
Not misusing offers, creating multiple accounts, or submitting misleading claims, images or information with the intention of obtaining an undue benefit.
Not hacking or disrupting the platform, carrying out automated scraping, copying databases, circumventing security controls or impersonating others.
Dealing respectfully with sellers, support staff and delivery providers, and not publishing others' personal data or offensive or unlawful content.
Following the storage and consumption instructions for food products after receipt, and not holding the seller or Marah responsible for the effects of poor storage or use occurring after handover.

Tenth: reviews and customer-submitted content

The customer may publish a review, comment or image reflecting a genuine experience connected with their order, with due regard to accuracy and respect, and without including personal data, false allegations or content contrary to the law.
The customer grants Marah a non-exclusive, royalty-free licence to use, display, copy and adapt the content submitted, to the extent necessary to operate, improve and promote the platform, without altering the substance of their opinion in a misleading way.
Marah may review, reject or remove content if it breaches these terms, the law or the rights of others; publishing it does not mean Marah adopts the opinion it contains.

Eleventh: communications and privacy

Messages necessary to operate the account and the order may be sent, such as verification codes and the status of the order, payment and refunds, and security alerts. These messages are not considered direct marketing.
Personalised marketing messages are only sent in accordance with the lawful basis and the required consent, and the customer may unsubscribe from the settings, the unsubscribe link, or through support.
Personal data is processed in accordance with the privacy policy dedicated to customers, which is complementary to these terms. In the event of a conflict on the subject of data protection, the privacy policy and the related laws shall apply.

Twelfth: intellectual property

All intellectual property rights relating to the platform, including the software, designs, identity, marks and content owned by Marah, are owned by Marah or its licensors. The customer is granted a limited, non-exclusive and non-transferable licence to use the app for their lawful purposes in accordance with these terms. Marah's ownership does not extend to content or marks owned by sellers or third parties.

Thirteenth: availability of the platform and external services

Maintenance, updates or the temporary suspension of some features may be carried out, and Marah will exercise reasonable care to minimise interruption, without guaranteeing absolutely uninterrupted availability of the platform.
The platform may contain links or services of payment providers, maps, communications or third parties. An external service is subject to the terms and policy of its provider, while Marah remains responsible for its selection of data processors and for managing its sharing of data in accordance with the law.
Marah is not responsible for unavailability of the service resulting directly from force majeure, a general outage, or an act of a party outside its reasonable control, provided that it takes what it can to mitigate the effect and protect outstanding orders and amounts.

Fourteenth: liability

The seller is responsible for the product, its presentation, price, availability, preparation, packaging, safety and conformity; for handing it to the customer on pickup from the store or delivering it where 'Delivery by the seller' is shown; for handing it over prepared and packaged to Marah where 'Delivery by Marah' is shown; and for any breach attributed to it under the contract of sale.
Marah is responsible for the technical intermediation services it provides and for handling complaints, payments and refunds that fall within its control. Where 'Delivery by Marah' is shown, it is responsible to the customer for managing the transport stage from collection of the order from the store until its handover, even where transport is performed through a contracted carrier, and for direct damage resulting from its established fault or breach within the limits set by law. This responsibility does not extend to a defect in the product or its preparation or packaging prior to collection unless the damage is attributable to the transport stage, and is without prejudice to the carrier's statutory liability for its own acts.
No clause excludes or limits liability arising from fraud, gross error or infringement of personal data, or any liability or right that may not be excluded or limited by law.
Save as set out above and to the extent permitted by law, Marah does not bear indirect losses or losses that are unforeseeable to an unreasonable degree and that do not result directly from a breach on its part.

Fifteenth: suspension and termination of the account

Marah may suspend, restrict or terminate the account in the event of a material breach of these terms, fraud or misuse, or a regulatory or security requirement, stating the reason where that is possible and permitted.
The customer may request closure of their account through the available channels. Closure does not affect outstanding orders, amounts due, records that must be retained by law, or rights that arose before closure.

Sixteenth: amendment of the terms

Marah may amend these terms when the service or the law changes. The date of update is published and material amendments are notified by an appropriate means before they take effect, where the law requires this. Amendments do not apply retroactively to a completed order, and continued use after an amendment takes effect is considered acceptance of it to the extent permitted by law.

Seventeenth: complaints and dispute resolution

The customer may submit a complaint about the order through in-app support, with the order number, a description of the problem and the available documents. Marah communicates with the seller and the payment or delivery provider according to the cause of the complaint.
A complaint relating to the quality of the product, a shortage or non-conformity is directed to the seller in its capacity as the seller of the product, while a complaint relating to the transport stage is handled with the delivery party shown on the order. Where delivery is by Marah, Marah itself verifies delay, non-delivery or damage attributed to the transport stage, without obliging the customer to pursue the driver or the service provider themselves.
If the complaint is not resolved, the customer retains their right to resort to the Ministry of Commerce, the Saudi Food and Drug Authority, the Saudi Data and Artificial Intelligence Authority or any competent body according to the subject matter, without this being a condition of litigation where they have a direct right.

Eighteenth: general provisions

If a clause is held void or unenforceable, the remaining clauses remain in force to the extent legally possible.
Marah's failure to exercise a right at a particular time is not a waiver of it.
The version of the terms in force is shown within the app or the website, and the electronic record of the version the customer agreed to at the time of the order is relied upon.
The Arabic version of these terms is the approved version. Any translation made available in another language is for guidance only, and the Arabic text prevails in the event of a difference in interpretation, subject to the applicable legal provisions.

Nineteenth: governing law and jurisdiction

These terms are governed by the provisions of Islamic Sharia and the laws in force in the Kingdom of Saudi Arabia, and disputes fall within the jurisdiction of the competent courts or bodies in the Kingdom in accordance with the rules of jurisdiction established by law.

Twentieth: contact

For enquiries or complaints relating to the account or orders, you may contact us through in-app support or the main email address: info@marahapp.sa, quoting the order number where available.

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