Terms And Conditions

Terms of Service

Welcome to PIK. This page (together with the documents referred to in it) informs you about the terms (the “Terms”) which apply when you order any menu items or types, or kinds (the “Items”) from our mobile applications and related services (each referred to as an “Application”). Please read these Terms carefully before ordering any Items from our Application. If you have any questions relating to these Terms please contact 9200293232, before you place an order. If you are a consumer, you have certain legal rights when you order Items using our Application. Your legal rights are not affected by these Terms, which apply in addition to them and do not replace them. By setting up your PIK account, you confirm your acceptance on these Terms. These terms of service constitute a legally binding agreement (the “Agreement”) between you and PIK. This Agreement governs your use of the PIK applications, website, call center and technology platform (collectively, the “PIK Platform”)

1. Information About PIK

PIK Options Trading Company provides and operates retail sales to customers (end user) through internet via delivery services according to customers' requests for different commodities of local merchants in the Kingdom of Saudi Arabia (represented by the form of “the Company” or the property pronouns “we”, “our”, or “PIK”), which was established in the city of Riyadh, Saudi Arabia, With license number 1010666280.

2. Purpose

The idea of PIK services is purposed with a view to connecting the merchants that we partner with (“Partner Stores”) through the PIK application via internet and displaying all items, materials and products for partner stores by presenting them to customers and allowing PIK customers’ request for the items specified by you for dispatching & delivery, as named by (“the Service”). Where you can order from one of the partner stores, PIK works as an agent on behalf of this partner store to finish your order from the system and application and to manage your experience throughout the application process. Once you place an order, your items will be delivered to you according to your pre-approved site map by PIK, depending on the partner store you have selected.

3. Your Account

Before you can place orders for Items using our Application, you need to open an account at PIK. When you open an account, you may create a password, or other secure login method, and may also have to provide further personal information including credit card details.

You must keep any password you create, or other secure login method, secret, and prevent others from accessing your personal email account or mobile phone. If another person uses these methods to access your account, you will be responsible to pay for any Items order, and we are not responsible for any other losses you suffer, unless the person using your password obtained it because we did not keep it secure.

You may close your account at any time by requesting to do so in your account section of our application or contacting us using the contact details above. We may suspend your access to your account, or close it permanently, if we believe that your account has been used by someone else.

We may also close your account if in our opinion you are abusing our Service (for example, by applying for refunds or credit to which we do not consider you are entitled; making repeated unreasonable complaints, mistreating our staff, or any other not-good reason). If we close your account permanently, we will refund any remaining account credit you have validly obtained from our customer service team (does not include PIK free promotions or credits balance subject to customers retention) or Application following any issue by applying a credit to your registered credit card, or if that is not possible for any reason, or by direct deposit of the full amount to your mobile wallet at PIK application for future use taking into consideration that such value is valid for six months only to be used otherwise shall be canceled accordingly, by way of a bank transfer using bank details (provided you have supplied them to us).

4. Service Availability

Each Partner Store has a prescribed delivery area, as described by PIK platform. This delivery area may change at any time due to factors such as weather, or high demand on our service. This is to ensure that Items reach your door at our best. Our Partner Stores each decide their own operating hours. That means that the availability of our Service, and the range of Partner Stores from which you can order, depends on the Partner Stores in your area. If you try to order a delivery to a location outside the delivery area or operating hours of a Partner Store, or the Application is otherwise unavailable for any reason, we will notify you that ordering will not be possible.

5. Orders

When you place an order through our Application, it needs to be accepted by us or the Partner Store before it is confirmed. We will send you a notification if your order has been accepted (the “Confirmation Notice”). All Items are subject to availability.

This contract for the supply of any Item you have ordered comes into existence when we send the Confirmation Notice. You are responsible for paying for all Items ordered using your account, and for related delivery charges, and for complying with these Terms, even if you have ordered the Item for someone else. Partner stores may use products and items of different quality, standards and specifications for your needs, which may cause some inconveniences or unexpected complications in health, morale, material, or other things. Please contact the partner store before ordering if you require some additional details before purchasing. We cannot guarantee that any of the items sold by our store partners comply with any specifications or standards that are not suitable for the Saudi market according to the official procedures for importing or manufacturing goods and products that can be sold in the Saudi market in general.

6. Delivery

When you place an order, we will have the choice to place it as a Delivery and we will tell you an estimated delivery time for your Item, via our system status, but we will attempt delivery as soon as possible; you must therefore be available to accept delivery from the time you place the order in the application.

Unfortunately, despite our efforts, and our Partner Restaurant’s best efforts, things do not always go as plan and factors such as traffic and weather conditions may prevent us from delivering your Item(s) on time. If your order is more than 24 hours late, and we haven’t notified you giving you the option to cancel your order, we will work with you to make things right unless you have caused the delay (e.g., because you gave us the wrong address or did not come to the door for order reception).

We will attempt delivery at the address you provide to us when you place your order. You are responsible to ensure you have included an accurate pin to ensure your Items reach you. If you need to change the delivery location after you have placed your order, we may be able to change to the address to an alternative one, if you let us know before the driver has been dispatched, and the new address is within the same zone as the address you originally ordered your Item to

You will still be charged for the Items and for delivery in the event of a failed delivery if you have caused such failure for any reason. Reasons you might cause a delivery to fail include (but are not limited to):

• you do not come to the door;
• did not answer the phone when the driver contacted you using the contact information you have provided us; and/or
• you picked up the phone but then failed to provide access to the driver within a reasonable amount of time (20 minutes), and the driver is unable to find a safe location to leave the goods.

7. Your Rights If Something Is Wrong with Our Items

You have a legal right to receive goods which comply with their description, which are of satisfactory quality and which comply with any specific requirements you tell us about (and we agree to) before you place your order. If you believe that the Items you have been received do not comply with these legal rights, please let us know immediately to acknowledge. We may request a photograph showing the problem if it is something that can be seen by inspecting the Items. We will provide a refund or account credit or deposit the amount into your account of PIK application, in respect of the affected part of the Item, and also in respect of delivery if the whole order was affected, unless we have reasonable cause to believe that the problem was caused after delivery. Prior to processing your refund or account credit, we may take into account relevant factors including the details of the order, your account history, what happened on delivery and information from the Partner Store.

8. Cancellation

You may cancel an order without charge at any time before the Store Partner has accepted to start preparing the goods (a “Accepted Order”), please cancel immediately, via PIK Application. If you cancel any order after it becomes an Accepted Order, you will be charged double the full price for the charges of delivery.

In return, PIK and the Partner Store may notify you that an order has been cancelled at any time. You will not be charged for any orders cancelled by us or the Partner Store, and we will reimburse you for any payment already made for any order requested based on cash payment on delivery (“COD”) or online payment card, or from your wallet balance at PIK application, such order may cancel after it becomes an Accepted Order, yet not delivered, therefore, collected money will be return back into your wallet credit to be used for future orders only.

9. Prices, Payment and Offers

PIK uses dynamic pricing system running all of the time, the total price of your order will be set out on the checkout page on our Application, including the prices of Items and Delivery and applicable Service Fees and taxes, which includes the following details: -

• Quantity of items and types
• Price per unit, as per Store Partner’s menu list as described on PIK application.
• Delivery charges fee to the customer location by PIK drivers
• Value Added Tax charges per product and service inclusive 15% of total value provided by PIK)
• Time and date as set of Order placement
• Invoice number and VAT license number of the store
• Gross invoice value requested to be settled by customer

which means that the prices of items and delivery may change during browsing. Prices can be changed at any time at the discretion of the partner stores, and delivery charges fee in line with the distance from the restaurant to the customer's request site as well. We reserve the right to charge a delivery Service Fee, which may be subject to change, for the provision of our Services. You will be notified of any applicable Service Fee and taxes prior to purchase on the checkout page on PIK Application.

All prices submitted according to the bill issued on PIK application are identical to the claim according to the invoice for the store in addition to VAT. No changes will affect existing confirmed orders, unless there is an obvious pricing mistake. Nor will changes to prices affect any orders in process and appearing within your basket, provided you complete the order while you are creating the basket. If you do not conclude the items while creating the order, the items will be removed from your basket automatically.

If there is an obvious pricing mistake, we will notify you as soon as we can and you will have the choice of confirming the order at the original price or cancelling the order without charge and with a full refund of any money already paid directly to your wallet account into PIK application, on which can be reused for a limited period of ten months from last transaction deposit date.

Payment for all Items prices and deliveries fee can be made on our Application by cash on delivery, credit or debit card, or Wallet balance use to deduct the full amount, if possible, or other payment methods made available by PIK. Once your order has been confirmed, your credit or debit card will be authorized and the total amount marked for payment (in respect of all payments made by credit or debit cards).

Payment is made directly to PIK acting as an agent on behalf of the Partner Store and the Driver only. Payment may also be made by using account credit. Use of these is subject to PIK Account Credit Terms.

Where COD is possible, this will be made clear on our Application before you place your order. Only cash payments will be accepted when an Order is to be delivered under the COD facility.

Where online bank payment cards (Debit or Credit Card) are possible, this will be made clear on our Application before you place your order. Only bank cards will be accepted when an Order is to be delivered under the online bank payment cards facility.

We will not be authorized to accept cheques, PIK credits, vouchers, card payments or any other forms of payment (including credit or debit cards) once an Order is requested through the COD payment on our Service. Drivers will only carry a small amount of change, so for all COD payments you are requested to prepare exact payment or as close to it as possible for the Order (as you may not receive change back). We are authorized by our Partner Stores to accept payment on their behalf and payment of the price of any Items or delivery charges to us will fulfil your obligation to pay the price to the Partner Store.

Partner Stores sometimes make special offers available through our Application. These are visible when you look at a Partner Store menu only via PIK Application. These offers are at the discretion of the Partner Stores. Unless the offer terms state a fixed or minimum period for which an offer will be available, it can be withdrawn at any time, unless you have already placed an order based on the offer and we have sent you the Confirmation Notice.

11. Our Responsibility for Loss or Damage That You Suffer

We are responsible to you for any loss or damage that you suffer that is a foreseeable result of our breaking these Terms or of failing to use reasonable care and skill in relation to your use of our Service. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is “foreseeable” if it is either obvious that it will happen, or if you told us that it might happen, for example if you tell us about particular circumstances that might increase the loss or damage arising from our breach of these Terms before you place an order. We do not exclude or limit our responsibility to you for loss or damage where it would be unlawful to do so. This includes any responsibility for personal damage caused by our failure, or our employees, agents or subcontractors’ failure, ٍStore Partners, to use reasonable care and skill; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the Items, as summarized at part 7 above. Subject to the previous paragraph, we are not responsible for any loss or damage that you suffer as a result of your own breach of these Terms, or as a result of any IT hardware or software failure other than a failure in our Applications.

12. Data Protection

We process your personal data in accordance with our Privacy Policy which can be found within PIK Application.

13. Other Terms

If either we or you have any right to enforce these Terms against the other, that right will not be lost even if the person who has the right delays enforcing it, or waives their right to enforce it in any instance. If a court or other authority decides that any part of these Terms is illegal or ineffective, the rest of the terms will be unaffected and will remain in force.

We may change these Terms from time to time. If we make any changes which affect your rights in relation to our Service, we will notify you. Changes to the Terms will not affect any orders you have placed where we have sent the Confirmation Notice. These Terms are governed by the law of Kingdom of Saudi Arabia, and you can bring legal proceedings in relation to our Service in the courts of the concerned authority.