Terms of service

Last updated: 15 November 2026

These terms apply when you use the Masar app or the website masar.delivery. By creating an account or placing an order, you accept them.

1. What Masar is

Masar is a platform that lets you order from independent stores and restaurants and have the order delivered. The stores prepare and sell the products; Masar takes your order, passes it on, arranges the delivery and supports you along the way.

2. Your account

You sign in with a code sent to your phone or e-mail. Keep access to them safe: you are responsible for what is done through your account. Give us accurate details, especially your phone number and delivery address. You must be at least 16 to use Masar.

3. Orders and prices

• Product prices are set by the stores. Before you confirm, the app shows the total: the items, the delivery fee, any service or small-order fee, and any discount. The total you confirm is the price you pay.
• If a price changes before you confirm, the app shows you the new total first.
• An order is accepted when the store accepts it. A store may decline an order, for example when an item is no longer available; you are not charged for a declined order.
• Delivery times are estimates and can change with traffic, weather or how busy the store is.

4. Payment

Orders are paid in cash to the driver on delivery, in the currency shown at checkout. Please have the amount ready.

5. Cancellations and refunds

• You can cancel an order in the app until the store accepts it.
• If something is missing or wrong with your order, contact support. Where a refund is due it is handled case by case, and given back in cash.
• Coupons and offers have their own conditions, shown with them, and cannot be exchanged for cash.

6. Using Masar fairly

Do not place orders you do not intend to receive, misuse coupons, give false details, harass stores, drivers or staff, or try to interfere with the service. We may suspend or close accounts that do.

7. Products and responsibility

Each store is responsible for its products: their quality, ingredients, allergens and compliance with the law. If you have an allergy, check with the store before ordering. To the extent the law allows, Masar is not liable for indirect losses, and our liability for an order is limited to the amount paid for it.

8. Availability and changes

We work to keep Masar available but cannot promise it will always be uninterrupted. We may change the service and these terms; when a change matters we will tell you in the app, and continuing to use Masar means you accept it.

9. Law

These terms are governed by the laws of the Republic of Yemen.

10. Contact

Support: support@masar.delivery. Our privacy policy explains how we handle your information.