Hatly's role

Hatly is a local technology platform that connects customers with stores and coordinates delivery. The store is the seller of the products; Hatly does not produce, stock or sell the products itself. This does not affect your rights as a consumer or any liability the law places on the platform.

Account & eligibility

You must provide accurate details and keep your sign-in credentials private, and you are responsible for activity on your account. Tell us immediately if you suspect unauthorized use. You must have full legal capacity, or use the platform under the supervision of your guardian.

Service by area

The service rolls out gradually in specific areas. Available shops and order types vary by your area — not all categories are available everywhere at the same time.

Orders & review

• Some orders need review, confirmation, or pricing before they are finalized.
• Free-text orders may be reviewed with you and priced by what shops have available.
• An order moves through: merchant review, confirmation, preparing, out for delivery, then delivered.

An order is an offer to buy

Sending an order is an offer to buy, and it is confirmed once the store accepts it and the products are available. The store may reject an order or suggest a substitute, and we will let you know.

Pricing errors

If an obvious error in the price or information occurs before the order is confirmed, we will tell you and you can accept the correct price or cancel the order with no obligation.

Payment

• Cash on delivery is what's currently available, depending on your area and order type — not always available for every order.
• Prices and delivery fees are shown before you confirm, and may vary by village and distance.
• Repeated cancellations or refusing delivery without cause may limit some ordering options.

Delivery

Delivery is carried out by partner captains who work through the Hatly platform. Arrival times are estimates and may be affected by traffic, weather, product availability and the address. The captain is responsible for the order's safety in transit, and complying with traffic rules is the captain's own responsibility.

Cancellation, returns & complaints

You can cancel or edit before the store starts preparing the order. After preparation, cancellation depends on the nature of the product and the store's policy, and perishable or opened items may not be exchangeable. Check your order on receipt and report any shortage or damage right away. These terms do not stop you from filing a complaint with the Consumer Protection Agency.

Merchant responsibility

The merchant is responsible for the accuracy of their product descriptions, prices, quality, and validity. Any complaint about a specific product can be raised via support, and we will help resolve it with the merchant.

Content you upload

When you upload an image (e.g. a prescription when ordering from a pharmacy) you grant Hatly permission to use it only to fulfil your order. You agree not to upload unlawful content or content that infringes others' rights.

Your responsibilities

Give a correct address and a reachable phone number, and receive your order at the agreed time. Fake orders, fraud, mistreating stores or captains, and attempting to hack, disrupt or inject harmful content into the platform are prohibited.

Intellectual property

The “Hatly” mark and the platform's designs, software and content belong to Hatly and are protected by intellectual-property rights; these terms give you no right to copy or commercially reuse them. Each store keeps its rights in its own marks and product images.

Misuse & suspension

An account may be restricted or suspended for misuse, fraud attempts, or violating platform policies — to protect merchants, couriers, and users, with notice where possible.

Limitation of liability

We take reasonable steps to run the service properly, but we do not guarantee it will be free of faults or interruptions. Hatly is not liable for indirect damages beyond the limits permitted by law. This limit does not apply to fraud, gross negligence or personal injury, and does not reduce your rights as a consumer.

Force majeure & severability

No party is liable for delay or non-performance caused by circumstances beyond reasonable control, such as disasters, communication outages or government decisions, provided reasonable steps are taken to limit the impact. If any provision is found invalid, the remaining terms stay in force.

Governing law

These terms are governed by the laws of the Arab Republic of Egypt, and the Egyptian courts have jurisdiction over any dispute arising from them.

Changes to these terms

We may update these terms from time to time. For a material change we will tell you in the app, and continuing to use the platform after the update counts as acceptance.