These "Store Terms" govern the relationship between every business — a restaurant, supermarket, pharmacy, shop or any other business (the "Store") — and ROVO ("ROVO") when it lists and sells its products through the ROVO Business app. They complete the general "Terms and Conditions" and the "Privacy Policy" and prevail in everything specific to stores. By registering a store you accept them on the store's behalf by binding electronic consent; we record the date of acceptance and the version.
1. The relationship
- The Store is an independent business; ROVO is a technology intermediary platform that lists its products, receives orders and coordinates their delivery through independent captains.
- The sale contract is made directly between the Store and the customer; the Store is the seller and alone responsible for its products.
- No partnership, agency, employment or franchise relationship arises between the Store and ROVO.
2. Joining and licences
- Signing up is simple: the store's name, type, location on the map and phone number, without requiring a commercial register or tax card, unless ROVO later asks for documents.
- The Store warrants and undertakes that it holds, and keeps valid, every licence and permit the law requires for its activity and premises, including: the shop licence from the competent local authority; for food businesses, the requirements of the National Food Safety Authority under Law No. 1 of 2017 and health certificates for food handlers; and for pharmacies, the licence to practise under Law No. 127 of 1955.
- Whoever registers the Store confirms they are its owner or are legally authorised to act on its behalf.
- ROVO may at any time ask for any document (commercial register, tax card, licence, health certificate, the owner's ID) and hide the Store until it is provided.
- Providing false details or documents leads to permanent suspension and a report to the competent authorities.
- ROVO accepting a Store is not a certification by ROVO of its legal compliance or the quality of its products.
3. Branches, staff and the account
- A Store may open several branches within the number the administration allows; each branch has its own address, hours, menu, orders and earnings, and the Store is responsible for the accuracy of every branch's details.
- The Store is fully responsible for the acts of its staff and of anyone it adds to its account or who uses its devices.
- The Store keeps its password secret and its devices secure, shows the handover code only to the captain assigned to the order, and tells ROVO at once of any unauthorised use.
4. Menu, prices and information
- Product names, descriptions, sizes, weights, prices and photos must be accurate and up to date; photos must show the actual product, and the Store must own them or be licensed to use them.
- Prices shown are final prices to the customer, inclusive of any taxes the Store is subject to; the Store honours them and may not ask the customer or captain for any additional amount.
- The Store discloses main ingredients and allergens where relevant or when a customer asks, and the expiry date and storage conditions of packaged products.
- The Store switches off any sold-out item at once, keeps its status and hours accurate, and closes itself in the app whenever it cannot take orders.
- ROVO currently adds no markup to Store prices. If ROVO later adds a markup or service fee for customers, it will be shown clearly to the customer, will not reduce the Store's price, and the Store will be told in advance.
- ROVO may review, format, hide or remove any content that breaks these terms or the law.
5. Receiving and preparing orders
- The Store accepts or declines a new order within the time shown in the app; otherwise it is declined automatically and recorded against the Store.
- On accepting, the Store sets a realistic preparation time and keeps to it. Once accepted, an order cannot be declined in the app; any problem (such as a sold-out item) is reported at once through "Support" so the customer can be told.
- An order is declined only for a genuine reason, chosen accurately; repeated or automatic declines reduce the Store's visibility and may lead to suspension.
- Store lateness: if the Store runs past the preparation time it set by the period the administration sets, it receives a reminder, cancelling becomes free for the customer, and the Store then bears the cost of what it prepared; ROVO may also charge it any compensation paid to the customer or captain because of the delay.
- Customer cancellation is closed in the app once preparation starts, protecting the Store from wasting what it prepared; any disagreement is handled through "Support".
- The Store prepares the order exactly as ordered, in clean, sealed and suitable packaging that keeps food at the right temperature and safe, marked with the order number.
- Combined orders: each Store prepares its own part and hands it separately to the same captain.
6. Handing over to the captain
- No order is handed over until the captain scans the QR code or enters the numeric code shown on the Store's device, and the order number has been checked.
- The Store is responsible for any order it hands over without completing this check, and for the contents of the order until it is handed over.
- On cash orders the captain pays the Store the amount shown in the app at pickup; the Store may not ask for more, and any discrepancy is reported at once, before the captain leaves.
- The Store treats captains with respect, provides a suitable pickup point and does not hold them up without reason.
7. Food and product safety
- The Store complies with every food-safety, general and personal hygiene requirement, stores and handles products properly, and keeps its staff's health certificates.
- Prohibited: selling expired, spoiled, adulterated or counterfeit products, or products the law requires to be registered that are not (such as medicines, food supplements and cosmetics not registered with the Egyptian Drug Authority).
- Pharmacies: dispense prescription-only medicines only as the law allows and after checking a valid prescription; listing or selling medicines in the narcotic or psychotropic schedules through the Platform is strictly prohibited.
- The Store bears full responsibility for any harm its products cause (such as food poisoning, allergic reactions or injury), cooperates with any investigation by ROVO or the competent authorities, and keeps the records or samples the law requires.
8. Prohibited products
The following may not be listed or sold:
- everything prohibited by the general "Terms and Conditions" under "Prohibited items";
- expired, spoiled or unregistered products;
- counterfeit products or products that infringe others' intellectual-property rights;
- any product that needs a licence the Store does not hold, or whose sale the law restricts to particular places or persons;
- any category ROVO decides not to allow.
Breaches lead to immediate removal, suspension and a report.
9. Fees, commission and earnings
- ROVO currently charges no commission or fees on Store sales or on being listed.
- ROVO may introduce a commission or fees in future after announcing them in the app at least thirty days before they take effect, stating the rate and the date. The Store may end the relationship before then if it does not agree; continuing after that date means acceptance.
- Orders paid electronically, from the wallet or with points: the Store's share is credited to its "Earnings wallet" once the order is completed.
- Withdrawals are made through the methods shown in the app to an account in the name of the Store's owner or their authorised person, subject to a published minimum and any withdrawal fees, which are shown clearly before you confirm.
- Cash orders: the captain pays the Store at pickup as shown in the app, net of any commission if one applies.
- ROVO may deduct from the Earnings wallet or later amounts due: refunds given to customers because of the Store's fault, compensation caused by its lateness, amounts paid in error, and advertising charges — after telling the Store the reason; the Store may object through "Support" within 7 days.
- ROVO may hold payment of amounts linked to suspected fraud or an open dispute until it is resolved.
- Taxes: the Store alone is responsible for its tax obligations, including income tax, value-added tax where it applies, and issuing invoices or electronic receipts where the law requires. ROVO may provide transaction data to the Tax Authority where the law requires.
10. Advertising and offers
- Advertising inside ROVO is optional, subject to ROVO's review and to the prices and terms shown when it is ordered; ROVO may reject or stop any ad that breaks the rules.
- The Store's own offers and discounts are at its own cost and must be honoured as announced; they must be genuine under the Consumer Protection Law, and raising a price before discounting it to mislead customers is prohibited.
11. Quality, ratings and complaints
- Customers rate the Store; ROVO may set quality standards (acceptance rate, keeping to preparation times, complaint rate) and reduce the visibility of, or suspend, a Store that does not meet them after a warning.
- Complaints are investigated through "Support"; the Store replies within the time requested, and the decision is made after reviewing every detail of the order (photos, times, handover code, the captain's account).
- Prohibited: fake orders or ratings, manipulating orders or offers, inviting customers to order outside the Platform, or putting promotional material with that aim inside orders.
12. Customer data
- The Store sees only what it needs to fulfil the order (first name, items, notes) and may not keep it, contact the customer, use it for marketing or share it.
- The Store protects any data it receives in line with the Personal Data Protection Law No. 151 of 2020; breaches lead to suspension and full liability.
13. Intellectual property
For as long as the relationship lasts, the Store grants ROVO a free, non-exclusive licence to use its name, logo, photos and menu content to list and promote it on the Platform and in ROVO's marketing. The Store warrants it owns these rights and alone bears any claim that they infringe someone else's.
14. Liability and indemnity
- The Store alone is fully responsible, civilly and criminally, for: its products (their quality, safety, ingredients, validity, conformity, packaging, prices and descriptions); its licences and taxes; its premises and staff and their acts; and any breach of the law or these terms.
- ROVO is not responsible for the Store's losses from customer cancellations these terms allow, delays beyond ROVO's control, service interruptions, or indirect damage. ROVO's total liability to the Store for any claim is limited to the amounts due to the Store for the order concerned.
- Nothing above excludes liability that cannot lawfully be excluded.
- The Store will indemnify and hold ROVO harmless against any claims, fines, damage or costs arising from its products, acts or breaches, including consumer claims and regulators' fines.
15. Cooperation with the authorities
ROVO provides all of the Store's data — its owner's identity, documents, branches, orders, payments and correspondence — to the competent judicial, security and regulatory authorities, including the Consumer Protection Agency and the National Food Safety Authority, on request in accordance with the law, preserves evidence and reports violations. The Store consents to this and will cooperate fully.
16. Suspension and ending the relationship
- ROVO may suspend a Store immediately for serious breaches (prohibited, adulterated or expired products, food-safety risks, fraud, abuse of customers or captains, or a request from a competent authority), and otherwise after a warning. The Store may appeal through "Support" within 14 days.
- The Store may close temporarily or end the relationship at any time after completing orders in progress and settling its earnings; deleting the account removes the Store and its branches from the Platform.
- On termination, balances are settled after the deductions due, and provisions that by their nature survive remain in force.
17. General
Anything not covered here is governed by the general "Terms and Conditions", including governing law, disputes and changes to the terms. If the Arabic and English versions differ, the Arabic version prevails.
Contact: support@rovo.work — 0109 650 3343 — or "Support" in the app.