Terms and Conditions

1. Accepting these Terms

By visiting, using or creating an account on the Miirra website and applications (together, the “Platform”), you confirm that you have read, understood and agree to be bound by these Terms and Conditions (the “Terms”), together with our Privacy Policy, which forms part of these Terms.

These Terms are a binding agreement between you and Miirra Libya, operated by Almasar Aldaayim for Artificial Intelligence and Communication Technologies JSC (“we”, “us”). You must be of legal age to enter this agreement in your jurisdiction. If you do not agree, you may not use the Platform. We may update these Terms from time to time; each visit is governed by the Terms displayed at that time, and your continued use after a change means you accept it.

2. Our services

Miirra is a marketplace that connects you with restaurants, cafés, grocery stores and other vendors (“partners”) in your area so you can order prepared food, beverages, groceries, flowers, medicine and other everyday items (“Goods”) for delivery. We act as a facilitator between you and the partner: the contract for the Goods is between you and the partner fulfilling your order.

• Partners are responsible for preparing the Goods and for complying with all laws, standards and safety rules that apply to them. We do not produce, prepare or control any Goods.
• We do not independently verify partners’ credentials, claims, ingredient or allergen information. If you have allergies or dietary requirements, contact the partner directly before ordering.
• Some Goods are restricted — for example medicines and age-restricted items. We and our partners may ask for valid ID or a prescription, refuse a sale where the law requires it, and restricted Goods are never eligible for leave-at-door delivery.
• Menus, availability and prices may differ between locations and can change without notice. Delivery areas expand or shrink depending on conditions such as weather, traffic and force majeure.
• Estimated delivery times are estimates only and are not guaranteed.

3. Creating an account

You provide your own details when registering and keep your password secret. You agree that the information you give us is true, accurate and complete, and that you will update it when it changes. You must not impersonate anyone or register more than one account per person.

• You are responsible for everything that happens through your account, including all orders placed under it.
• If you suspect anyone knows your password, tell us immediately through the in-app support chat.
• To delete your account, contact us through the in-app support chat and we will process your request in line with our Privacy Policy.
• You may not use the Platform for unlawful purposes, to harm others, or to gain unauthorised access to the Platform or other systems.

4. How to place an order

You build your order from a partner’s listing and confirm it at checkout (the “Order”). Check your details — address, items, phone number — before you confirm, because an accepted Order cannot be edited. After you confirm, we send a confirmation message and pass the Order to the partner. If your payment is not authorised, the Order is not placed.

We and our partners will try to follow any special instructions you leave (for example preparation notes). Where an instruction is not feasible or commercially reasonable, we may proceed with the standard preparation, and no refund is due for following standard procedure instead of a special instruction.

5. Cancellations and refunds

• Once the partner accepts your Order, you may not cancel it, unless the cancellation results from our or the partner’s fault.
• If we cannot deliver because of your act, omission or negligence (for example an unreachable customer or a wrong address), we may cancel the Order without a refund.
• Eligible refunds are returned to the original payment method used for the Order. Card refunds can take 7–14 business days (longer for cards issued outside Libya) to appear, depending on your bank. Orders paid in cash on delivery are refunded in cash or by another method we agree with you — and if a cash-on-delivery Order is cancelled before it is delivered, you simply don't pay.
• For non-food orders (groceries, flowers, medicine and other Goods), cancellations, returns and refunds are handled in accordance with the consumer protection laws that apply in Libya.

6. Delivery

Delivery times are estimates influenced by distance, order volume, time of day, weather and traffic. Make sure someone is at the delivery address to receive the Order.

Failed deliveries. If we cannot deliver because nobody is available, you are unreachable on the phone number provided, access is unsuitable, or no safe place exists to leave the Order, we will contact you. If no eligible leave-at-door option applies and you remain uncontactable, we may cancel the Order without a refund.

Leave at door. For eligible prepaid Orders where you remain unreachable after contact attempts, we may leave the Order at or near your address and capture proof (photograph, location and time). Risk in the Order passes to you at that moment, and the drop-off counts as complete delivery.

Contactless delivery, where offered, means the Order is left at your door without face-to-face handover. We are not liable for theft, damage or deterioration that happens after the drop-off, except where the law says otherwise. Restricted Goods are never delivered contactless.

7. Your responsibilities

• The information you provide is accurate — you bear losses caused by wrong or missing information (such as a wrong address or a lost password).
• You use the Platform for personal, lawful purposes only, and you keep your login credentials confidential.
• Payment cards you use must belong to you, unless you have the cardholder’s permission.
• Minors may use the Platform only with the permission and supervision of a parent or guardian, who must accept these Terms on their behalf.
• To buy restricted Goods you must be of the legal age, and we may request valid proof of age or a prescription and refuse the sale if you cannot provide it.
• You are responsible for inspecting your Order on arrival and reporting problems promptly (see Section 14).

8. Acceptable use

The Platform is for personal use. You may not use it to:

• violate any law, or order Goods that are illegal to sell or buy;
• commit or facilitate fraud, or provide false identity or business information;
• infringe intellectual property rights, or copy menus, content or reviews for republication;
• harass, threaten, defame or discriminate against anyone, including other users, partners, riders or our staff;
• interfere with the Platform — hacking, spoofing, introducing viruses, or disrupting servers, accounts or networks;
• post advertising, run surveys or competitions, or resell Goods commercially without our written approval;
• manipulate reviews, promotions or discounts, or create fake accounts to abuse them;
• scrape, harvest or extract data from the Platform by automated means.

We may investigate suspected breaches, remove content, cancel Orders and suspend or close accounts that breach this section.

9. Reviews and feedback

Reviews must reflect a genuine experience and may not contain offensive language, illegal claims, discrimination, conflicts of interest (competitors writing negative reviews) or personal information about others. Reviews are not endorsed by us and do not represent our views. We may remove any review for any reason, and you grant us a licence to display the reviews you submit on the Platform.

10. Content you submit

Other than personal data (covered by the Privacy Policy), anything you post or transmit to the Platform is considered non-confidential. You grant us a worldwide licence to host, display, copy and adapt that content for operating and promoting the Platform. You warrant that you have the rights to submit it. You may not post content that is unlawful, fraudulent, harmful, infringing, or that contains viruses.

11. The platform and intellectual property

The Platform — its software, designs, text, graphics and logos — belongs to Miirra or its licensors and is protected by intellectual property law. We grant you a personal, non-commercial, revocable licence to use the Platform in accordance with these Terms. Any other use requires our prior written permission.

We may temporarily suspend the Platform for maintenance or upgrades, add, change or withdraw features at any time, correct pricing or description errors (including by cancelling an affected Order), and remove content that breaches these Terms. We aim to notify users of planned unavailability but cannot guarantee it.

12. Suspension and termination

We may suspend, restrict or close your account and your access to the Platform — including cancelling pending Orders — if we reasonably believe you have breached these Terms, acted fraudulently, or used the Platform in a way that harms others or us. Where appropriate, we will give you the opportunity to explain yourself before we act. You may close your account at any time through the in-app support chat.

13. Price and payment

• Prices are shown in Libyan Dinar (LYD) and include applicable taxes where required. Prices on the Platform may differ from a partner’s own prices elsewhere.
• Delivery fees and any other charges are shown before you check out. By confirming an Order you agree to the total amount displayed.
• You can pay in cash on delivery or — where offered at checkout — by card. For cash on delivery, you pay the rider in cash when the Order arrives; please have the correct amount ready where you can, as riders may not be able to give change. If nobody is available to pay at handover, Section 6 (failed deliveries) applies and the Order may be cancelled without charge.
• Card payments are processed by our third-party payment providers using the methods shown at checkout. Miirra does not provide payment, banking or wallet services — we neither provide financial services to you nor to third parties.
• Card details are handled by the payment providers under their own terms and security standards; we receive payment confirmation, not your full card credentials.
• Any payment card you use must belong to you or that you are authorised to use it, and must have sufficient funds.
• If a listed price is obviously incorrect, we may cancel the Order and refund what you paid.

14. Issues with an order

If your Order arrives wrong, incomplete, defective or significantly late, contact customer support through the in-app chat as soon as possible. We may ask for photographs or extra details to investigate. Where we find the Order was not as it should be, we will put it right — by refunding or redelivering the affected part of the Order, in line with Section 5.

15. Disclaimers and liability

The Platform is provided on an “as is” and “as available” basis. We do not warrant that the Platform will be uninterrupted, error-free, or that the Goods will meet your expectations — preparation and delivery are carried out by our partners.

To the maximum extent permitted by law, Miirra is not liable for indirect, incidental or consequential losses arising from your use of the Platform, and our total liability for any claim relating to the Platform is limited to the amount you paid for the Order concerned. Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for fraud or for death or personal injury caused by negligence.

16. General terms

Severability. If any part of these Terms is found unlawful or unenforceable, that part is severed and the rest of the Terms stay in force.

No waiver. If we do not enforce a right once, that does not mean we give it up later.

Entire agreement. These Terms, together with the Privacy Policy, are the whole agreement between you and Miirra about the Platform.

17. Governing law

These Terms are governed by the laws of Libya. Any dispute arising from them — including non-contractual disputes — falls under the exclusive jurisdiction of the Libyan courts.

18. Contact us

Questions about these Terms? Contact our support team through the in-app chat, or email [email protected] for legal notices.