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Terms of Use

1. Description of the services 

  • Mersal offers its Users flowers and confections order and delivery services. 

  • Mersal allows its users to order from shops online.

  • Mersal provides a way for you to communicate your orders to shops displayed on this mobile app.

  • By accessing Mersal mobile app, the User can choose from the lists of shops and will be able to select the products.  

  • Mersal does not sell or interfere in any way in the production of any produced at the shops' list, but what Mersal provides is a platform to order flowers or confections from the shops list. The shops are obligated to comply with country local laws, rules, regulations, and standards pertaining to food preparation and other regulations.

  • Mersal does not in any way guarantee the quality of any product; it is the shop's sole responsibility. The Users are solely responsible for verifying the product information provided by the shops, such as allergen-specific standards, for example, "nut-free" or specific flower type. 

  • Mersal shall not be liable or responsible for any Product or services offered by shops that are unhealthy and has the cause of injury; however, Mersal welcomes any comments/suggestions about product quality in the listed shops. 

  • Mersal provides delivery service. 


2. Order process

  • The User can select a shop from the shops list. By selecting a shop, the User can choose a specific product; after that, the User shall pay through Mersal’s electronic payment gateway. 

  • The shop will receive the order and confirm it within five minutes, and the order shall be delivered within the expected time. 


3. Order Cancellation

  • The User can cancel the order within 5 minutes from ordering time and will get a full refund of the total amount paid. The refund will be reimbursed back within 2-10 working days.

  • If the user canceled the order after 5 minutes, the User would be charged the full amount of the order.

  • The User may cancel the order if the delivery time exceeded double the shop delivery promised time; the paid amount will be refunded back to the User account. 

  • To Cancel; the User should provide the Order Number to Mersal team via Whatsapp. You can find Mersal's Whatsapp number in the Contact us section.  


4. Product Delivery 

  • The Mersal will provide the customer (7-10 minutes) to collect the order/service from the chosen address.

  • If the User is not available at the address specified in the system, the driver will be contacted to redirect the delivery to another address, and an additional delivery fee will be applied (20 QAR).

  • If the recipient is not available at the time of delivery (he’s not answering the driver), the sender will be contacted to redirect the delivery to another address, and an additional delivery fee will be applied (20 QAR) (this case, if the sender is different from the receiver).

  • In case the sender is the same receiver, and he’s not answering at the time of delivery, the product will be sent back to Mersal office, and when the client answers, the product will be delivered with additional delivery fees (20 QAR).

  • In case the customer didn’t ask about the product on the same day the order was placed, Mersal will not be responsible for the product or delivering it to the customer, and the customer will be charged the full amount of the product and service.


5. Product Return and Refund 

  • Mersal takes Users satisfaction very seriously. In the case of problems with the order, please contact our customer support through Mersal's Whatsapp, and we will assist you. 

  • If the User did not receive the order or received an incorrect order, the User has the right to a full refund if requested; if part of the order is missing, we may issue a partial refund if requested. In every event, we will do our best to ensure your satisfaction. 

  • The User refund procedure might take a minimum of 14 working days to process on the Bank payment gateway. The User follows up with the bank in case of any delay in crediting back the User’s account with the amount previously paid by the User. A message will be sent to the User that contains a printout of the refund advice printed from Debit / Credit Cards bank payment gateway as reference in case the User wants to revise the bank with.


6. User’s responsibility 

By signing into the Mersal app or processing an order through the platform, the User accepts and undertakes the following:

  • The information in the registration form is correct. The User is solely responsible for any losses which may arise from any misinformation or inadequate information (for example, forgetting the password). 

  • The User is the sole responsible for all personal ideas, opinions, statements set forth by the user while using the services of Mersal, and that in no way Mersal shall be held liable for these files, and the personal information sent, or access any services provided in Mersal that is unauthorized and in any way other than the one identified by Mersal. 

  • Users shall not change any software comprising. 

  • Mersal is not liable for any damages that may arise from reading any User’s data by an unauthorized party. The User shall not send any comment containing threatening, unethical, racist words or any other content violating State of Qatar laws or international treaties. Any correspondent, addresses, or usernames must not be contrary to public morals, good conduct, and laws.

  • Users are obliged not to harass and/or threaten other users, or any Mersal customer service staff, shop and not to act in a manner that affects the use of the Services by other users.

  • User shall not send, post, print, distribute, circulate any amoral, inappropriate and unlawful materials and information which may give harm to the names of any people or institutions, not to advertise, sell or offer to sell any products or services, engage in any activities such as survey, competition or chain letter, not to send any information or programs which may give harm to the information or software in the computers of other users. All of the records or materials obtained by using the services of Mersal are within the consent of the user; the user shall be solely responsible for any damages, loss of information, or other losses caused by them in the user’s computer; the User shall not demand any compensation for any losses arising from the use of the service, not to use the services of Mersal for any commercial and advertising purposes without obtaining the consent of Mersal.

  • The User shall not to disrupt, interfere with, or otherwise harm or violate the security of the site, or any services, system resources, accounts, passwords, servers or networks connected to or accessible through the site or affiliated or linked sites, including shops websites that are in the shop list. 

  • Users who are minors under the age of 18 must have the permission of, and be directly supervised by, their parent or guardian. If you are a minor, you must have your parent or guardian read and agree to this Term of Use prior to you using the application.

  • Users are obliged not to do any prohibited activities in accordance with State of Qatar laws and international treaties, including any criminal activity, using the username of another User, or any other unlawful acts. 

  • If the User is responsible in the event of not complying with the above-mentioned terms. And User shall pay Mersal compensations. 

  • Credit or Debit cards used in placing orders through the Mersal payment gateway must belong to the user. Otherwise, the user must attain legal permission from the card owner to perform the transaction.

  • The customer is entirely liable for placing an order using the Debit / Credit Cards facility after carefully reading all the terms & conditions.


7. Responsibilities of Mersal

  • Mersal can monitor the system operation at any time and continuously, and temporarily suspend or completely cease the system operation at any time. Mersal shall not have any responsibilities against the Users of the application or any third parties due to the temporary suspension or complete cessation of the system operation.

  • Mersal will maintain the confidentiality of all Users' data and not share it with any other party, in accordance with the relevant legislation.

  • Mersal has the ownership and copyrights arising from the ownership of the information, documents, software, designs, graphics, etc., which are produced by itself and/or bought from outside.

  • Mersal has the right to delete or modify any of the reviews or ratings made by the Users in case they violate the terms and conditions or any related legislation.

  • Any change in menus is the responsibility of the shops, not Mersal.

  • Mersal has the right to make any changes in the implementation of this agreement and amend the existing articles or add new articles for the purpose of complying with any technical necessities and legislation that shall come into being in the future. 


8. Guidelines for reviews and ratings 

  • Reviews by Users shall in accordance with the following:

  • The reviewer must have ordered a product from the shop via Mersal. 

  • The review must contain accepted content and not include any violation of the Terms and Conditions or related regulations, such as: abusive, racist, and illegal activity or uncorrelated references towards society’s traditions and values. 

  • Shops are not allowed to post any reviews to prevent conflict of interest. 

  • User’s allegations of health code violations must be sent to the responsible authority. 

  • Reviews do not represent the views of Mersal or the owner company. Mersal shall not have liability for any review or for any claims, liabilities, or losses resulting from any reviews or information on the application.

  • Reviews are owned by Mersal exclusively in perpetuity and have the right to use all materials relating to reviews. 


9. Payments method

  • Users can pay through the Mersal payment gateway, by Visa / Mastercard / Debit Card. 

  • Up to user consent, card data can be stored for future orders by external online payment providers. 

  • Users are obligated to ensure sufficient cover of the respective account or, when using a credit card, to use the credit card only within the card transaction limits. The User has to refine from causing unauthorized debit chargebacks. 


10. Record-Keeping

  • Mersal has the right to keep any records relating to the Users in accordance with the related legislations. In the event of any dispute arising from this Term of Use, the User agrees and acknowledges that Mersal may use for such records. For confirmation, the User's agreement to the Term of Use shall be deemed to be proof of this term. 


11. Termination of the agreement

  • Mersal has the right to terminate this Term of Use unilaterally at any time.


12. Governing Law and Court Jurisdictions 

  • This Term of Use shall be governed by, and construed in accordance with, Qatari law, and the courts of Qatar shall have exclusive jurisdiction to settle any dispute arising out of or in connection with this Term of User (including non-contractual disputes). 

13. ATM, Credit Cards, and Payment Information

  • Mersal App is not interested in your debit/credit card information, nor does it store any of your debit/credit information. 

  • For transactions with online debit/credit cards, we transmit your entire card information to the appropriate debit/credit card company in an encrypted format with globally accepted rules and applications during order processing. Unfortunately, we cannot guarantee against the loss or misuse of your personal data or secure data transmission over the Internet because of its nature.

14. General Conditions

  • Once the order has been accepted, this represents an agreement between the user and the shop. The shop has sole responsibility for this order. If you have chosen to pay with a credit or debit card on the mobile application, then the transaction is processed by Mersal App as an agent of the shop.

  • If any part of these Terms of Use is deemed unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from these Terms of Use and shall not affect the validity and enforceability of any of the remaining provisions of these Terms of Us. 

  • Whereas it is impossible to implement any term of this Term of Use, it shall not be considered as a reason for deeming the forcibility of this Term of Use. 

  • The content of the application, trademark, copyrights, neighboring rights, and other intellectual property rights are exclusively owned by Mersal and subject to Qatari laws and international conventions. 

  • In accordance with laws, Mersal does not warrant, expressly or impliedly, that the provided services will have no defects or errors, or defects will be fixed, or the application server is clear from viruses. 

  • The user is liable to any compensation for damages caused in the event of violation of this Term of Use.   

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