Meraki · Legal
Terms of Use
These terms apply when you use the Meraki website or app. By using Meraki you agree to them, so please read them.
1. Who we are
Meraki is operated by Meraki Works Establishment, a Saudi sole establishment, Commercial Registration (unified national number) 7055337815, Sayyid Al-Shuhada District, Al Madinah Al Munawwarah, Saudi Arabia. Contact: support@merakiapp.sa.
2. What Meraki is
Meraki is a platform that connects customers with independent home cooks. The cooks prepare and sell the food; Meraki is not the cook and does not prepare food. When you order, you buy the food from the cook, and Meraki provides the platform, takes the payment through its payment provider, and supports the order.
3. Your account
- You must be 18 or older and sign in with a Saudi mobile number you control.
- Keep your information accurate and your account to yourself. You're responsible for activity on it.
- We may suspend or close accounts that break these terms, abuse refunds, or put others at risk.
4. Orders and prices
- Each cook sets their own menu, prices, ingredients, allergen information and photos, and is responsible for their accuracy.
- Prices are in Saudi riyals. At checkout you'll see the food price, a service fee, any delivery fee once delivery is available, and any applicable tax, before you pay.
- An order is confirmed only when the cook accepts it. If the cook doesn't accept within 15 minutes, the order is cancelled and refunded automatically.
- Cooks may decline an order. If they do, you get a full refund.
5. Pickup and delivery
- Pickup: collect your order from the cook's pickup point within 30 minutes of it being marked ready.
- Delivery: not available at launch. We'll add it once it's properly licensed, and these terms will say how it works.
6. Payment
Payments are processed by our licensed payment provider, Moyasar (mada and major cards). Meraki never stores your full card number. Refunds are paid to the original payment method.
7. Cancellations and refunds
Our Refund & Cancellation Policy explains when you can cancel and how problems with an order are resolved. It forms part of these terms.
8. Food safety and allergies
Cooks must hold valid government registration to sell from home (a Productive Family certificate or a Freelance Document) and a valid health certificate, and are responsible for hygiene, food safety, and the accuracy of their menus. We check these documents before a cook can sell, but we don't supervise each kitchen. If you have an allergy, read the dish details and message the cook before ordering.
9. Reviews and conduct
Reviews and messages must be honest and respectful. We may remove content that is false, abusive, discriminatory or unlawful.
10. What's not allowed
Fraud, fake orders, payment or refund abuse, harassing cooks or customers, reselling restaurant food as home cooking, and listing anything prohibited under Saudi law (including alcohol, pork products and medicines).
11. Cooks
Cooks also agree to the Meraki Cook Agreement, which covers licences, commission, payouts and standards. Cooks are paid for completed orders after the problem-reporting window has closed. When a refund is given because of a problem caused by the cook (such as a missing item, a wrong order or spoiled food), it is deducted from that cook's earnings for the order.
12. Liability
As far as Saudi law allows, Meraki is not responsible for the food prepared by cooks, and our total liability for any order is limited to the amount you paid for it. Nothing in these terms limits rights you have that the law doesn't allow us to limit.
13. Changes
We may update Meraki and these terms. If changes are important we'll tell you in the app or by email; continuing to use Meraki means you accept them.
14. Law and disputes
These terms are governed by the laws of the Kingdom of Saudi Arabia. To complain, use Get help in the app or email support@merakiapp.sa; we reply within 2 working days. You can also contact the Ministry of Commerce on 1900. Otherwise, disputes go to the competent courts in the Kingdom. If the Arabic and English versions of these terms differ, the Arabic version prevails.