1. Who we are
Qala Store («متجر القلعة») is an app that connects local shops and small businesses in your town with their customers. It is operated by Mustafa M. Atallah as an individual in Iraq, referred to in these terms as "we". These terms govern your use of the vendor app. You accept them when you create your store and tick "I agree to the vendor terms".
2. We are only an intermediary
We provide the app that shows your store and delivers orders to you. We are not the seller and not a party to the sale. The sale is directly between you and the customer, and you are responsible for your products and for preparing, delivering and collecting payment for orders. We do not guarantee any number of orders or sales.
3. Who may open a store
- You are 18 or older.
- You run a real business in the town, whether a shop or a home-based business.
- You hold any licence Iraqi law requires for your business, such as a food-sale licence.
- The information you enter is accurate.
By creating your store you confirm that you meet these conditions. We may ask for proof at any time and hide your store until you provide it. You are responsible for your account and everything done through it, so do not share it and keep your phone secure.
4. Your store details
You are responsible for keeping your store's name, description, photo, phone number, opening hours and delivery fee accurate and up to date. The store phone is shown to customers who order from you so they can call about their orders, so make sure it is reachable during your opening hours. Your store becomes visible to customers automatically once its setup is complete.
5. Products and prices
- List real products you have in stock, with clear photos of them and accurate descriptions.
- Set final prices in Iraqi dinars; only the delivery fee may be added.
- Keep stock up to date, and hide a product or set its stock to zero when it runs out.
- You are responsible for the quality, safety and freshness of your products and for their compliance with the laws that apply to them. If you sell legally restricted products, such as tobacco or medicines, you are responsible for holding the required licences and following the rules for selling them.
- Use only photos and text you own or have the right to use.
6. Prohibited products
You may not list or sell:
- Weapons, ammunition or explosives.
- Drugs, psychotropic substances or any banned substance.
- Alcoholic beverages.
- Counterfeit or stolen goods.
- Expired or spoiled products.
- Anything prohibited by Iraqi law.
We may hide or remove any product that breaks this rule without prior notice.
7. Receiving orders
- You get a notification when a new order arrives. Accept or reject it within the time shown on the order (currently 30 minutes); otherwise it is rejected automatically and the customer is told.
- We cannot guarantee every notification arrives, since phone settings or a weak network can block it. Keep notifications on and check the app during your opening hours.
- If you cannot take orders, use "Pause receiving orders" or mark the day as closed in your opening hours.
- Reject or cancel an order only for a genuine reason, and choose the correct reason, because the customer sees it.
- Once you accept an order you are responsible for preparing and delivering it, and for updating its status truthfully ("out for delivery", then "delivered").
- Frequent rejections or cancellations without a good reason may lead to your store being suspended.
8. Delivery and payment
- You deliver orders yourself or through a courier you choose, and you are responsible for them. You set a flat delivery fee, which the customer sees before ordering.
- The customer pays cash on delivery. The amount to collect is the total shown on the order in the app (products plus delivery fee); you may not ask for anything more.
- Payment is directly between you and the customer. We do not collect any money on your behalf.
9. Replacements and refunds
If a customer receives a product that is wrong, damaged, expired or different from its description, you must replace it or refund its price. Anything else, such as a customer changing their mind, is up to your own policy, which we recommend stating in your store's description.
10. Customer data
Each order gives you the customer's name, phone number, address and notes for the courier. Use them only to prepare, deliver and communicate about that order. You may not:
- Send them marketing messages or offers, or add them to lists or groups.
- Share their details with anyone other than your courier, or sell them.
- Keep their details after you no longer need them.
Breaking this rule is grounds for suspending your store.
11. Your content and our rights
Your store's name, photos and text remain yours. By publishing them in the app you give us a free, non-exclusive permission to display them in the Qala Store app, resize and crop them for display, and use them to promote Qala Store on social media and in advertising. This permission ends when you delete your account, except that past orders keep showing their product details, and promotional posts published before the deletion may remain. The app, its name and its design remain ours.
12. Fees
The app is currently free to use. If we decide to introduce fees or commission later, we will tell you at least 30 days before they start, and they will not apply to orders placed before that date. If you do not agree, you can delete your account.
13. Store suspension
We may suspend your store if you break these terms, if customers complain about it repeatedly or seriously, to protect customers, or to comply with the law. We will tell you the reason where possible, and you can contact us to object or explain.
While suspended, your store is hidden from customers and you cannot edit it or its products, but you must complete or cancel your current orders. We may close a store permanently for serious or repeated breaches.
14. Deleting your account
You can delete your account at any time from the Store tab → "Delete account", or by asking us through the contacts below. Deletion closes your store permanently and hides it from customers, and its current orders are cancelled and their customers notified. This cannot be undone. The privacy policy explains what we delete and what we keep.
15. Limits of our liability
We provide the app as it is. We work to keep it running without interruption, but we do not guarantee it is free of faults or that every notification arrives. To the extent permitted by Iraqi law, we are not responsible for:
- The quality or safety of products, or whether they match their description.
- Delivery or delays, or payment between you and the customer.
- Disputes between you and customers.
- Sales lost to an outage, a notification that did not arrive, or an order rejected automatically.
- Customers' behaviour, such as refusing a delivery, although we suspend the accounts of those who do this repeatedly.
You are responsible to customers and the authorities for your products and for complying with these terms and the law.
16. Changes to these terms
We may change these terms. We will update the "Last updated" date and announce important changes in the app before they take effect. Continuing to use the app after they take effect means you accept them; if you do not, you can delete your account.
17. Governing law
These terms are governed by the laws in force in the Republic of Iraq. The Arabic text is the binding version; the English translation is for reference only.
18. Contact us
- Email: ma6640788@gmail.com
- WhatsApp: +964 783 026 7250