Terms and Conditions

1.1. These Terms and Conditions govern your use of the Karam mobile application (iOS and Android) and website at karam-app.com, operated by Karam App LLC, a Qatar-based company.

1.2. By creating an account or using our services, you agree to these terms in full. If you do not agree with any part of these terms, you must not use Karam.

1.3. For questions or support, contact us at support@karam-app.com.

2.1. Karam is a food surplus platform that connects customers with restaurants and food businesses offering discounted food items and Surprise Bags.

2.2. Karam operates as a pickup-only service. We do not offer delivery.

2.3. All orders must be collected directly from the restaurant during the specified pickup window.

3.1. You must be at least 13 years old to create a Karam account. This minimum age applies to account creation and payment use; the content of Karam is suitable for all ages.

3.2. Users under 18 must have parental or guardian consent before creating an account or making purchases, in line with Qatari payment regulations and our payment provider's requirements.

3.3. You must provide accurate and truthful information when creating your account.

3.4. Each person may hold only one Karam account. Multiple accounts are strictly not permitted.

4.1. Accounts are verified through a one-time password (OTP) sent to your phone number and a confirmation link sent to your email address.

4.2. You are responsible for keeping your account credentials secure and must not share your account with anyone.

4.3. Each user is permitted one account only. Creating multiple accounts is a violation of these terms.

4.4. If we detect account abuse, misuse, or fraudulent activity, your account will be blocked and permanently deleted. You will not be permitted to create a new account on Karam.

4.5. Karam reserves the right to suspend or terminate any account that violates these terms without prior notice.

4.6. You can permanently delete your account at any time — see our account deletion guide for step-by-step instructions and full details of what data is retained after deletion.

5.1. When you place an order, the restaurant is notified immediately and begins processing it.

5.2. You may cancel your order at any time before the restaurant begins preparing it.

5.3. Once the restaurant starts preparing your order, cancellation is no longer available.

5.4. Orders cannot be modified after they are placed. If you need a change, you must cancel and place a new order, provided the restaurant has not started preparing yet.

5.5. You will receive real-time order status updates through the app on the order details page.

6.1. Surprise Bags contain mystery food items selected by the restaurant. The restaurant provides a description as a hint of what the bag may contain, but the exact contents are not guaranteed.

6.2. You may cancel a Surprise Bag reservation at any time before the restaurant marks the order as ready for pickup.

6.3. Once the restaurant marks your Surprise Bag as ready for pickup, cancellation is no longer available.

6.4. By reserving a Surprise Bag, you accept that the contents are determined entirely by the restaurant and may vary from the hint description provided.

6.5. Surprise Bags are available in limited quantities. Once sold out, they will be marked as "Sold Out" and cannot be reserved.

6.6. If no customer purchases a Surprise Bag before its time window ends, it will be marked as "Time Ended" and will no longer be available.

7.1. All orders must be collected from the restaurant within the specified pickup window shown on your order details page.

7.2. If you do not collect your order within 1 hour and 30 minutes of the scheduled pickup time, your order will be automatically cancelled.

7.3. No refund will be issued for orders cancelled due to failure to pick up within the allowed time window.

7.4. You will not be eligible to apply for a refund through our support chat or any other channel for missed pickup orders.

7.5. It is your sole responsibility to arrive at the restaurant on time. Karam is not responsible for delays caused by the customer.

8.1. Restaurants may occasionally cancel orders due to unexpected circumstances, including but not limited to inventory shortages, food items becoming unavailable, or operational issues beyond the restaurant's control.

8.2. If a restaurant cancels your order, you will be notified immediately through the app.

8.3. A full refund will be issued to your Karam Wallet in the event of a restaurant cancellation.

8.4. Restaurants reserve the right to refuse to honor an order in exceptional circumstances. In such cases, a full refund will be issued to your Karam Wallet.

9.1. Karam accepts the following payment methods:

• Apple Pay — processed securely by Apple
• Google Pay — processed securely by Google
• Cash — paid directly to the restaurant at pickup

9.2. If you select cash as your payment method, you are required to pay the restaurant directly when you collect your order. No online payment is processed for cash orders.

9.3. All digital payments are processed securely through Apple Pay or Google Pay. Karam does not store your payment card details at any time.

9.4. Karam handles all refunds for orders paid via Apple Pay or Google Pay.

10.1. Refunds are available in the following cases:

• You cancelled your order before the restaurant began preparing it
• You cancelled your Surprise Bag before the restaurant marked it as ready for pickup
• The restaurant cancelled your order
• The restaurant refused to honor your order

10.2. All eligible refunds are issued as Karam Wallet credit, which appears on your profile page and can be used to purchase any food item or Surprise Bag on Karam.

10.3. Refunds are processed in full with no deductions or fees applied.

10.4. To request a refund, you may open a support ticket through the in-app support chat or email us at support@karam-app.com.

10.5. Refunds will not be issued in the following cases:

• You failed to collect your order within 1 hour and 30 minutes of the pickup time
• You attempted to cancel after the restaurant began preparing your order
• You attempted to cancel your Surprise Bag after it was marked as ready for pickup
• The order was completed and successfully picked up

11.1. Restaurants listed on Karam are solely responsible for the quality, safety, hygiene, and accuracy of the food they provide.

11.2. Karam acts as a platform connecting customers with restaurants and does not prepare, handle, or inspect any food items.

11.3. If you experience a food quality issue, you may contact the restaurant directly or reach out to us at support@karam-app.com and we will assist in resolving the matter.

12.1. The following are strictly prohibited on Karam:

• Creating more than one account
• Providing false or misleading information when registering
• Placing fake or fraudulent orders
• Using another person's account
• Attempting to manipulate, exploit, or abuse the platform in any way
• Attempting to circumvent any security or verification measures
• Using Karam for any unlawful purpose

12.2. Violation of any of the above will result in immediate account suspension and permanent ban from the platform with no right to appeal.

13.1. To the fullest extent permitted by applicable law, Karam is not liable for any indirect, incidental, or consequential damages arising from your use of the app.

13.2. Karam is not responsible for the actions, food quality, or conduct of restaurants listed on the platform.

13.3. Karam is not responsible for delays or failures caused by circumstances beyond our control, including technical issues, network outages, or force majeure events.

14.1. We may update these Terms and Conditions from time to time.

14.2. When changes are made, the "Last updated" date at the top will be revised.

14.3. You will be notified via app notification or email for significant changes.

14.4. Continued use of Karam after changes are posted means you accept the updated terms.

15.1. These Terms and Conditions are governed by and construed in accordance with the laws of the State of Qatar.

15.2. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of Qatar.