01 — Acceptance and eligibility
By using the service or confirming an order, you acknowledge these terms and the privacy policy. You must be legally able to contract or use the service under guardian supervision. Driver app users are also subject to operational instructions and their agreement with Droplet.
02 — Account and security
The service may require a mobile number and accurate, current details. You are responsible for credentials and for reporting unauthorised use. Impersonation, misleading accounts and sharing driver accounts are prohibited. You may update data and request deletion; legally required records may be retained as explained in the privacy policy.
03 — Products and order formation
We display product description, quantity, price and expected availability. Images are illustrative and packaging may vary without changing the essential product. You review the basket, address, payment method and charges before confirmation. The order becomes binding when we confirm acceptance. For a material price/description error or unavailable product, we will offer the revised order or cancellation and an eligible refund.
04 — Price, VAT and payment
The review screen shows product price, applicable discount, VAT, delivery fee and total in Saudi riyals before confirmation. Electronic payments are processed by a licensed provider and may be declined by the bank or provider. We do not add charges after confirmation without your approval, except a change you expressly accept.
05 — Delivery and receipt
Timing depends on area, availability and demand; an estimate appears in the service. Provide an accurate address/contact and make receipt possible. We will communicate expected delay or fulfilment difficulty. Inspect the order and promptly report missing, damaged or incorrect items with supporting evidence.
06 — Cancellation, returns and refunds
- You may cancel in-app before fulfilment starts. After preparation or dispatch, contact support for assessment of status and actual costs.
- If fulfilment exceeds the agreed or statutory period, your statutory cancellation and refund rights remain available.
- Eligible products may be returned within the statutory period if unused and resalable; this excludes consumed, perishable or opened health-sensitive goods unless defective or non-conforming.
- Eligible amounts are returned to the original payment method without improper charges, normally within 14 days after the refund basis is verified; bank posting may take longer.
These terms do not limit mandatory Saudi consumer rights.
07 — Driver app terms
Only the authorised driver may use the app. Drivers must handle assigned orders and products safely, verify delivery, respect customer privacy, and never copy or use customer data beyond delivery. Do not use the phone while driving unlawfully; update status accurately and report incidents.
08 — Acceptable use and intellectual property
Disrupting or unauthorised testing, fraud, abuse of discounts/payment, unlawful content, and copying software or marks are prohibited. App, design, content and brand rights remain with Droplet or licensors; you receive only limited personal use.
09 — Warranty and liability
We provide the service with reasonable care and handle non-conforming products under applicable law. Networks, weather and third parties may affect service. To the extent permitted, we exclude indirect or unforeseeable loss; this does not exclude non-excludable liability or mandatory consumer rights.
10 — Suspension and changes
We may restrict an account to protect users, investigate breach or comply with law, with appropriate notice where possible. We may update terms, publish the date and request renewed acceptance for material changes. Changes do not affect prior confirmed orders unless legally required.
11 — Law and contact
These terms are governed by Saudi law and its competent authorities, without prejudice to consumer rights. For questions, complaints, cancellation or refunds: info@dropletapp.pro — Support centre.