Terms of Service

1. Who we are and what these terms cover

Neeim is a delivery marketplace operating in Sudan. Through the Neeim customer app you order meals, groceries and everyday essentials from independent stores and restaurants; through the Neeim merchant app a store manages its menu, orders and account; through the Neeim driver app a courier accepts and delivers orders.

These terms are an agreement between you and Neeim. By creating an account or placing, preparing or delivering an order you accept them. If you do not accept them, do not use the apps.

Neeim connects customers, stores and couriers. The store prepares what you order; the courier carries it. Neeim runs the platform, checks payments, and steps in when something goes wrong.

2. Accounts

You need a verified phone number or email address to place an order. You may sign in with a one-time code sent by SMS, email or WhatsApp, or with your Apple or Google account. Keep your sign-in method to yourself: everything done from your account is treated as done by you.

You must be at least 18 years old to open a merchant or driver account. A merchant account is granted by Neeim to the people a store names; a driver account is activated only after Neeim has reviewed the documents the driver submits.

You can delete your customer account from inside the app. Deletion removes your name, phone number and addresses from your orders; the orders themselves remain as anonymised records because stores, couriers and payments depend on them.

3. Orders, prices and delivery

An order is placed when the app confirms it. Some market orders are priced by the store after it has picked the items; the app shows you the final total before you pay. Delivery fees, service fees and any discount are shown before you confirm.

The delivery time shown is an estimate based on the store's preparation time and the distance. Neeim measures whether orders arrive within that promise and uses it to judge stores and couriers, but it is not a guarantee.

You may cancel an order in the app only before the store accepts it. After that, contact Neeim support; Neeim may cancel any undelivered order with a reason, and the reason is shown to you and to the store.

Give an accurate delivery address and pin. A courier who cannot find you will call the number on the order; an order that cannot be delivered because the address or phone number is wrong may still be charged.

4. Payment

You can pay cash on delivery or by bank transfer through the rails Neeim has switched on, such as Bankak, Cashi, Fawri, mBok or OCash. For a transfer, the app shows the exact amount and the account to send it to - Neeim's account, or the store's own account when Neeim has approved it - and asks you to attach the confirmation screen from your banking app together with the transfer reference.

A screenshot is not proof of payment. Neeim reads the confirmation automatically, checks the account, the amount, the reference and the date, and a person reviews it. An order is released to the store when the money is confirmed. Neeim refuses a confirmation that was already used for another order, that was edited, or that does not match the transfer.

Presenting a false, altered or reused transfer confirmation is fraud. Neeim will refuse the order, may block the account, phone number, email address or location involved, and may report the matter to the bank and the authorities.

5. Conduct, blocks and fair use

Treat stores, couriers and Neeim staff with respect. Do not place orders you do not intend to receive, do not give a false address or phone number, and do not use another person's account or identity.

Neeim may block an account, a phone number, an email address, a delivery location, a store or a courier when there is fraud, abuse, repeated cancellations, threats to safety or a breach of these terms. A block is permanent until Neeim lifts it. A blocked identity cannot place or receive orders; attempts to get around a block are recorded.

If you believe a block is a mistake, contact Neeim support from the app. Neeim reviews every request and records its decision.

6. Stores and restaurants

A store is responsible for the accuracy of its menu and prices, for the quality and safety of what it prepares, and for accepting and preparing orders promptly. Neeim measures each store's acceptance time, preparation time, on-time rate, cancellations and customer ratings against expectations published in the Command Center.

A store that falls below expectations receives a warning, then a final warning. A store that stays below expectations after a final warning, or that commits fraud or endangers customers, may be terminated: it is closed, removed from the apps and its orders are refused, and Neeim keeps the record of why.

A store may ask Neeim to approve its own receiving account so customers pay it directly. Neeim reviews the account before it is shown to anyone and may suspend it with a reason. When customers pay the store's account, the store confirms each transfer it receives; a store may never confirm money paid into Neeim's account.

Commission and settlement between Neeim and a store are set out in the store's agreement with Neeim and in the Command Center.

7. Couriers

A courier delivers as an independent contractor using their own vehicle. A courier must be approved by Neeim, must keep their documents current, and must only deliver while signed in as themselves.

While online, the driver app sends the courier's position to Neeim so orders can be offered and customers can follow their delivery. Neeim measures each courier's on-time rate, pickup times, declines and ratings. A courier who is repeatedly late, who leaves the app online without working, or who is the subject of serious complaints may be taken offline, warned or blocked.

Delivery fees and tips earned by a courier are recorded on each completed delivery and settled as agreed with Neeim.

8. Responsibility and changes

Neeim provides the apps as they are and works to keep them available, but cannot promise that they will never be interrupted. Neeim is not responsible for the food or goods a store prepares, beyond helping you resolve a problem with the order, and is not responsible for losses that could not reasonably be foreseen.

Neeim may change these terms. The effective date at the top changes when it does, and a change that affects you materially is announced in the app before it applies.

These terms are governed by the laws of the Republic of the Sudan. Disputes are resolved by the competent courts in Khartoum unless the law requires otherwise.

9. Contact

Questions about these terms go to Neeim support, reachable from the Help screen in the customer app and from the merchant and driver apps.