Terms of Service

1. Agreement, eligibility, and accounts

You must be legally capable of entering the relevant transaction. A person without that capacity may use a service only through a parent or legal guardian and where lawful. Additional age, licence, permit, insurance, identity, business, vehicle, or eligibility requirements apply to particular services and roles.

Provide accurate information, keep it current, protect your credentials and devices, and notify us promptly of suspected misuse. You are responsible for activity under your account unless caused by our breach or a circumstance the law places on us. One identity may hold several authorized roles, but each role remains subject to its own eligibility and operational controls.

App-store, device, payment-provider, merchant, fleet, or separately signed partner terms may also apply. A signed role-specific agreement controls over these terms only for the subject it expressly covers. These terms control the Sallemon platform and service relationship.

2. Platform roles and transaction parties

Sallemon provides technology for discovering merchants and services, placing and managing requests, arranging fulfillment, dispatching eligible providers, processing or recording payments, and providing support. Unless checkout expressly identifies Sallemon as the seller, the merchant is the seller and is responsible for its goods, preparation, descriptions, availability, quality, safety, taxes, licences, and legally required disclosures.

Fulfillment may be performed by a merchant's fleet, an independent driver or transport provider, or a Sallemon-arranged network, as shown in the service. Unless expressly identified as Sallemon-operated, the provider performing transport or another professional service is responsible for that performance. Sallemon may act as a disclosed technology, dispatch, support, and limited payment-collection intermediary without becoming the seller, employer, insurer, or professional provider.

Nothing in these terms overrides the legal classification required by applicable law. We may monitor and enforce platform standards without assuming a user's independent legal obligations.

3. Orders, deliveries, and rides

• An order or ride request is an offer. It becomes confirmed when the app shows acceptance or confirmation by the responsible party.
• Review the merchant, items, modifiers, allergens or warnings, pickup and destination, fulfillment method, payment method, fees, and total before confirming.
• No substitution or merchant-proposed order change takes effect unless the customer accepts it through the provided flow or has expressly enabled a disclosed substitution preference.
• Availability, routes, service areas, prices, and estimated times can change with inventory, location, traffic, demand, weather, provider availability, safety, or operational conditions.
• The customer must provide a lawful, accurate, and accessible pickup or delivery location, remain reachable through in-app tools, and follow reasonable handoff and safety instructions.
• Scheduled times and estimates are not guarantees. Never ask a driver to speed, drive unlawfully, handle a device unsafely, or enter an unsafe place.

4. Prices, taxes, and payments

The confirmation screen shows the available currency, item or service amount, taxes where applicable, delivery or ride charges, platform or service fees, discounts, tips, credits, deposits, and total known at that time. Corrected taxes, meter- or route-based adjustments, waiting, toll, damage, cancellation, or other variable charges apply only where lawfully disclosed by the relevant service.

You authorize us and our payment providers to validate the method, place or release a hold, charge the confirmed amount, process an approved adjustment or refund, and retain provider references. We do not store full card numbers or card security codes. A payment is complete only when confirmed by the provider; a pending screen or message is not proof of settlement.

Where we collect for a merchant or provider, receipt by us discharges your payment obligation only for the amount successfully received. Provider outages, bank processing, reversals, chargebacks, currency conversion, and refund timing may be outside our direct control. You remain responsible for a valid charge and for fees your bank or issuer imposes.

5. Wallets, credits, cash, and settlements

A Sallemon wallet is service functionality, not a bank account, deposit account, or investment. It does not earn interest. Cash redemption, transfer, expiry, withdrawal, or tenant restrictions apply only where the app expressly supports and discloses them. Promotional credits may have stated eligibility and expiry conditions; paid or refunded funds remain subject to mandatory law.

We may place a proportionate hold while a transaction, refund, dispute, safety issue, or settlement is pending. We may correct duplicate or erroneous entries and, where lawful, offset matured amounts owed against available payouts or balances after providing a record of the adjustment.

For cash on delivery or cash rides, the collecting merchant or driver must record the amount received and remit money owed under the applicable settlement rules. If a customer chooses to place confirmed cash change in a wallet, the full cash collected and wallet credit must remain traceable. Merchants and drivers remain liable for collected cash until settlement is confirmed.

6. Cancellations, substitutions, returns, and refunds

Eligibility depends on the item or service, preparation or trip progress, cancellation reason, payment method, and applicable law. Perishable, prepared, personalized, or completed services may not be returnable merely because a user changed their mind, but defective, unsafe, misdescribed, missing, or legally non-conforming goods remain subject to mandatory rights.

Any cancellation fee or material restriction is shown before confirmation where reasonably possible. A refund may return to the original method, be credited to a wallet with the customer's agreement, or use another lawful disclosed method. Provider processing time is not controlled by Sallemon. Chargebacks or reversals do not create a right to retain both the service and an improper duplicate credit.

7. Additional merchant and organization terms

A merchant or organization must:

• hold and maintain all registrations, permits, licences, insurance, tax records, and approvals required for its goods, premises, staff, and fulfillment;
• keep products, prices, stock, modifiers, ingredients, allergens, warnings, availability, opening hours, delivery promises, and refund information accurate;
• supply lawful, authentic, safe, properly stored and packaged goods and meet food, product, consumer, and restricted-item obligations;
• manage authorized staff and merchant drivers, protect customer data, and use it only for the relevant service and lawful records;
• honor accepted orders and approved changes, refunds, returns, promotions, commissions, chargebacks, cash obligations, and settlements; and
• cooperate with reasonable audits, complaints, recalls, safety reviews, and document-renewal requests.

We may unpublish an item, pause fulfillment, reserve settlement, or suspend a workspace where reasonably necessary for safety, suspected fraud, expired eligibility, nonpayment, repeated service failure, legal compliance, or investigation. We do not guarantee order volume, revenue, ranking, territory, or exclusivity.

8. Additional driver and fleet terms

A driver or fleet operator must:

• remain approved and maintain the identity, licence, vehicle, registration, inspection, insurance, permit, and service eligibility required for the selected work;
• use only an approved current vehicle, follow capacity and merchant-reservation rules, and never transfer an assignment or account without authorization;
• obey traffic, passenger, product, safety, and device-use laws and stop work when fatigued, impaired, unsafe, or ineligible;
• protect passengers, goods, reusable items, proofs, cash, and confidential service information;
• keep location and status accurate while online, complete required handoff evidence, and report accidents, loss, delay, or safety incidents promptly; and
• remit collected cash and resolve wallet, settlement, chargeback, or payout obligations when due.

Access to offers depends on current eligibility, location, service, vehicle, capacity, merchant schedules, safety, and finance status. We do not guarantee offers, earnings, hours, territory, or exclusivity. Any employment or independent-contractor status is governed by the actual relationship, written agreement, and applicable law, not merely by platform access.

9. Safety and acceptable use

You must not:

• break the law, threaten, harass, discriminate, exploit, or endanger another person;
• use another person's identity or account, create deceptive accounts, or share operational credentials;
• submit false orders, locations, documents, ratings, evidence, incidents, claims, or payment information;
• bypass payment, dispatch, eligibility, pricing, safety, security, or platform controls;
• sell, transport, or request prohibited, counterfeit, stolen, unsafe, or unlawfully restricted goods;
• scrape, copy, reverse engineer, overload, disrupt, probe, or introduce malicious code except where a non-waivable law permits limited interoperability activity; or
• misuse another person's location, messages, media, transaction data, or confidential information.

In an emergency, contact the appropriate local emergency service first. Sallemon support and in-app safety tools do not replace police, fire, ambulance, or medical services.

10. Communications, content, and intellectual property

You agree to receive necessary account, order, ride, payment, safety, and security communications. Optional marketing can be disabled. In-app call and chat tools are for legitimate service purposes and may create routing and safety records as described in the Privacy Policy.

Sallemon and its licensors own the platform, software, designs, branding, and related rights. We grant a limited, revocable, non-exclusive, non-transferable right to use the service as intended. You retain ownership of content you submit and grant us a worldwide, non-exclusive, royalty-free licence only as needed to host, adapt, transmit, display, moderate, protect, and support that content and the relevant service. You confirm that you have the rights to submit it.

11. Suspension, investigation, and account closure

We may limit a feature, reject or cancel a request, remove content, require re-verification, suspend a role, or close an account when reasonably necessary for security, safety, fraud prevention, nonpayment, expired eligibility, repeated poor performance, a serious breach, legal process, sanctions, or protection of users or the platform. Urgent action may occur without advance notice; otherwise we will provide notice where reasonably practicable and lawful.

During an investigation we may preserve evidence and place a proportionate hold on disputed funds or payouts. You may contact support to contest a material restriction. We may restore access, require corrective action, or keep the restriction based on the verified record and applicable law.

You may stop using Sallemon and request deletion through the app or our account-deletion page. Live work, ownership, wallet funds, cash due, payouts, deposits, disputes, refunds, and chargebacks must first be safely completed, transferred, withdrawn, or resolved. Closure does not cancel accrued rights, valid debts, or record-retention duties.

12. Third-party services and availability

Maps, routes, estimates, networks, devices, app stores, payment methods, identity tools, and communications can be provided by third parties and may be inaccurate, delayed, unavailable, or subject to their own terms. Verify critical route, product, price, and safety information. We may change, maintain, or discontinue features while respecting confirmed transactions and non-waivable rights.

Neither party is liable for delay or failure caused by events beyond reasonable control, including network or utility failure, provider outage, natural disaster, conflict, civil action, epidemic, government measure, or emergency, except for obligations that law does not excuse. The affected party must take reasonable steps to reduce the impact.

13. Disclaimers, liability, and indemnity

Nothing in these terms excludes or limits liability for fraud, willful misconduct, gross negligence, death or personal injury caused by negligence, or any consumer or other right that cannot legally be excluded. Subject to that sentence, the platform is provided on an "as available" basis and we disclaim implied warranties to the maximum extent permitted by law.

To the maximum extent permitted by law, Sallemon is not liable for indirect, incidental, special, punitive, or consequential loss, lost profit, lost opportunity, lost data, or conduct controlled by an independent merchant, driver, user, or provider. Our aggregate liability arising from the same or related events will not exceed the greater of USD 100 (or its local-currency equivalent) and the platform or service fees actually paid to or retained by us from the claimant for affected services during the six months before the event. This cap does not reduce a mandatory refund or payment obligation.

To the extent permitted by law, an organization, merchant, fleet operator, or driver will defend and indemnify MONAI TELECOM SARL and its personnel against third-party claims, penalties, taxes, losses, and reasonable costs caused by that party's unlawful goods or services, personnel, content, tax or permit failure, misuse of customer data, breach of these terms, or infringement of another person's rights, except to the extent caused by our own breach or fault. A consumer indemnifies us only for deliberate unlawful misuse or rights-infringing content, to the extent permitted by law.

14. Governing law, disputes, and general terms

These terms are governed by Lebanese law. Contact support first and provide the relevant short reference so we can attempt a good-faith resolution. Unresolved disputes may be brought before the competent Lebanese courts for our registered office, unless mandatory law gives another court or authority jurisdiction.

These terms, the Privacy Policy, the confirmed transaction details, and any applicable signed role agreement form the agreement for their subject matter. If they conflict, the confirmed transaction controls its commercial details, a signed role agreement controls its express role-specific terms, and these terms control the general platform relationship.

If a provision is unlawful or unenforceable, it will be limited to the minimum extent necessary and the rest remains effective. A delay in enforcement is not a waiver. You may not assign your account or agreement without our written consent. We may assign the agreement as part of a merger, reorganization, financing, or transfer of the relevant business, with appropriate notice and without reducing mandatory rights.

We may update these terms prospectively. The current version and effective date appear at the top; material changes receive additional notice where required. Continued use after the effective date constitutes acceptance where law permits. Changes do not retroactively alter a completed transaction or remove a non-waivable right.

Questions or legal notices can be sent to support@sallemon.com. Do not email passwords, one-time codes, or full payment-card details.