Terms of Service

These Terms of Service govern your use of the Loadless apps and website, operated by Loadless. Loadless is a marketplace: independent partner stores sell their products through it, and riders deliver the orders.

By creating an account or placing an order you accept these terms and our Privacy Policy. If you do not accept them, please do not use Loadless.

• You must be at least 13 years old to use Loadless. If you are under 18, you may use it only with the permission of a parent or guardian.
• Give accurate information, and keep your phone number, email and delivery addresses up to date.
• Keep your password, PIN and devices secure, and tell us promptly if you think your account has been misused. You are responsible for activity on your account.
• We may suspend or close an account that breaks these terms, is used for fraud, or is used to abuse stores, riders or our staff.

• Placing an order is an offer to buy from the store. The order is confirmed when the store accepts it. A store may decline an order, for example when an item is unavailable.
• Prices, delivery fees, discounts and estimated times are shown before you order. Estimated times are estimates, not guarantees.
• Each store is responsible for the products it sells, including their quality, description, labelling and legal compliance.
• Please make sure someone is available at the delivery address to receive the order. If the rider cannot reach you after reasonable attempts, the delivery may be marked as failed.

• Cash on delivery: pay the rider the order total in cash when your order arrives.
• Wallet: you can top up your in-app wallet and use the balance to pay for orders. Refunds may be credited to your wallet. Wallet balance is lost if you delete your account, so use it first.
• Whish: Whish payments are completed on Whish's secure page and are also subject to Whish's own terms.
• Card: where card payment is offered, cards are processed by Stripe.
• Prices may be shown in US dollars and in Lebanese pounds. The amount you pay is the one confirmed at checkout.
• Tips for riders are optional.

• You can cancel an order in the app until the store accepts it. After that, contact support; we will try to help, but once the store has accepted the order a cancellation cannot be guaranteed.
• Orders paid with Whish cannot be cancelled in the app. Contact support to cancel and to arrange your refund.
• When a cancelled order was paid from your wallet, the amount returns to your wallet; when it was paid by card, it is refunded to the card. Loyalty points, coupons and gift-card balances used on the order are restored.
• Refunds to a card or through Whish can take several working days to appear, depending on the provider.

• You can request a return from the order in the app after it has been delivered.
• Each product shows its return period. Products marked as non-returnable cannot be returned because you changed your mind.
• If an item is faulty, wrong, not as described or damaged in delivery, report it within the product's return period or, if the product shows none, within 7 days of delivery. Photos help us resolve your request.
• The store reviews the return. Approved refunds are issued by Loadless to your wallet, as store credit or, where possible, to your original payment method.

• When the loyalty programme is active, you earn points on delivered orders, based on the value of the delivered goods after discounts. Your customer level may increase the points you earn.
• Points are funded by Loadless, not by the stores. The earning rate, the value of a point and the minimum number of points you can redeem are shown in the app and may change; a change applies from the time it is published.
• Points have no cash value, cannot be transferred or exchanged for money, and can only be redeemed on orders in the Loadless app. Points are lost if you delete your account.
• We may change, suspend or end the programme, and we may remove points obtained by mistake, fraud or abuse. If we end the programme, we will give notice in the app.

Stores that sell on Loadless also agree to separate partner terms. They must keep their listings, prices, opening hours and stock accurate, prepare orders promptly and safely, honour approved returns, and use customer information only to fulfil orders.

Riders must hold the licences and documents the law requires, follow traffic laws, handle orders and cash with care, hand over the cash they collect as instructed, and share their location while on shift so deliveries can be dispatched and tracked. Riders may use customer information only to complete the delivery.

You must not:

• use Loadless for anything illegal or fraudulent, or order products you are not allowed to buy;
• harass, threaten or abuse stores, riders, customers or our staff, in chat or in person;
• post false, misleading or offensive reviews, photos or messages;
• misuse coupons, referrals, loyalty points or other promotions, for example by creating multiple accounts;
• interfere with the apps or website, try to access accounts or data that are not yours, or copy or scrape our content.

You keep ownership of the reviews, photos and messages you submit. You allow us to store, use and display them to operate the service. We may remove content that breaks these terms.

• We work to keep Loadless available and accurate, but it is provided "as is" and may sometimes be interrupted or contain errors.
• To the extent the law allows, Loadless is not liable for indirect or consequential losses. Our total liability for a claim about an order is limited to the amount you paid for that order.
• Nothing in these terms limits any right you have under Lebanese consumer protection law that cannot be limited by contract.

We may update these terms. We will publish the new version on this page with a new effective date and, for significant changes, tell you in the app. If you keep using Loadless after a change takes effect, the new terms apply. You can stop using Loadless and delete your account at any time.

These terms are governed by the laws of Lebanon. Any dispute will be settled by the competent courts of Lebanon, unless the law requires otherwise.