The Danube Online shopping app / website aims to give you a superb home shopping service. We have set out below the Terms & Conditions under which you are allowed to use the app / website; what you can expect from us and see the Terms on which you place your order.
"You" and "your" means the person ordering goods from Danube Online app / website, who must be over 18 years of age.
"Danube" or "we" or "us" or "our" means Danube Online whose registered office is Al Tahliya Street, Jameel Square, Office 906, Jeddah, Saudi Arabia, PO Box 23612.
"Home" means the main page of the app / website, showing the banners, app / website departments & brands we represent.
"Departments" means the category and sub-categories we have in our grocery stores.
"Account" means your details and shopping history which is created when you register to shop through our Danube app / website.
This section explains how you are allowed to access and use the app / website.
2.1.1 From time to time it will be necessary for us to carry out maintenance on the app / website which may result in occasional periods of downtime.
2.1.2 We cannot promise that the app / website will be uninterrupted or error-free or that defects in the app / website will be corrected.
2.1.3 You can use the app / website to browse and buy goods and services from us and to manage your account with us but not for any other purpose.
2.1.4 You must not share your Danube Online app / website email / username and password with anyone.
2.1.5 One user cannot have multiple accounts.
2.1.6 If a user was found to have multiple accounts,Danube online has the right to suspend the account.
2.1.7 In the case of suspected fraud, Danube online has the right to suspend the account.
2.1.8 - Free Samples are subject to availability
2.2.1 We may update the app / website from time to time, and may change the content at any time. However, please note that any of the content on the app / website may be out of date at any given time, and we are under no obligation to update it. Although we try to update the information on the app / website, we make no representations, warranties or guarantees, that the content on the app / website is accurate, complete or up-to-date.
2.2.2 We do not guarantee that the app / website, or any content on it, will be free from errors or omissions.
2.2.3 All rights, including without limitation any intellectual property rights, in any data on the app / website, or any part of the app / website, provided by us or you, or any third party, such as for example your shopping list or favourite items (the data) will automatically be owned by Danube Online app / website. You agree that you are not allowed to use the data, or permit any third party to use it, without our express permission. If the law prevents us from automatically owning any rights in the data, you now assign such rights to us.
2.2.4 You are responsible for configuring your information technology, computer programs and platform in order to access the app / website. You should use your own virus protection software.
These terms of sale will apply if you place orders on our app / website.
3.1.1 To place an order on our app / website you must be over 18 years of age, require delivery in our delivery area or a collection in our collection catchment area and either have a credit or debit card acceptable to us in your name, or agree by the act of placing an order to pay cash on delivery.
3.1.2 When you register you will create a username and password which you must use whenever you shop with us. You must treat your username and password as confidential and must not disclose it to any third party. Please keep this information in a safe place because you will be responsible for all activities and orders made under your password and username. If you think that someone else may either know or be using your username and password, please contact us immediately through one of our channels.
3.1.3 We reserve the right to suspend accounts for any fraudulent activity or misuse of service.
3.2.1 All the Customers who have Registered on App are by default Eligible to use 'Scan & Go – SAHL Services' in the Store.
3.2.2 In Order to use SAHL Services in Store, Customers are required to Login to the App and Scan the Loyalty Membership Barcode to Unlock Scan & Go SAHL Device for Shopping.
3.2.3 We reserve the right to Randomly Re-scan items Partially or Fully based on shopping behavior to have proper completeness of the transaction before payment.
3.2.4 SAHL Service currently available only for Registered Customers who are willing to pay by Card (Debit/Credit).
3.2.5 Customers would be required to Collect the Receipt/Invoice after Payment to Scan the barcode of the Receipt to Open the Exit Gate.
3.3.1 Our app / website invites you to buy goods from us. Once you have placed an order on the app / website we will send you an order acknowledgement by email setting out what you have ordered and the price of your order. This is not an order confirmation or acceptance from us.
3.3.2 These terms regulate the supply of goods to you by Danube Online. Any other terms, conditions or representations (other than those made fraudulently or implied by statute) are excluded.
3.4.1 The price of the chosen item(s) you order will be the price on the app / website at the time you place your order or amend your order. In terms of any price difference we will advise.
3.4.2 Errors may occur in the process of providing product and pricing information by Danube Online app / website. We cannot confirm the price of a product except after ordering. In the event that a product is listed at an incorrect price or with incorrect information due to an error in pricing or product information, we shall have the right, at our sole discretion, to either contact you for instructions or cancel your order and notify you of such cancellation.
3.4.3 In the event that Danube Online app / website accepts your order, the same shall be debited to your credit card account and duly notified to you by email or becomes liable for cash payment upon delivery. The credit card payment may be processed prior to our dispatch of the product that you have ordered. If we have to cancel the order after we have processed the payment, the said amount will be reversed back to your credit/debit card account, or a store credit may be offered.
3.4.4 Sometimes a price online does not match the price in a store. In our effort to maintain the fact of being the lowest price provider in Saudi Arabia, store pricing will sometimes differ from online prices. Orders placed through the app / website will be subject to the online prices. Prices and availability are subject to change without any prior notice. Further, description/performance of products are based on the catalogue and technical literature printed by the manufacturers/agent. Therefore, the write-up provided against each product is not that of ours and are subject to change without prior notice.
3.4.5 We give you the choice of ordering certain items such as fruit and vegetables either by weight or by quantity. As it is difficult to select loose items such as these to an exact weight, if you order these items by weight we'll charge you for the actual weight picked - and we always try and get as near as possible to the weight you ordered. Loose items are priced by weight in store, meaning that if you order by quantity and the items picked in store have a higher than average weight, you may be charged more than the guide price given online at time of order. If the items in store have a lower than average weight, you may be charged less than the guide price given online at time of order.
3.4.6 In addition to the price, a delivery or a collection charge as shown at checkout may also be payable by you.
3.4.7 All fruit & vegetable prices might change due to varying weights.
We reserve the right, at its sole discretion, to refuse or cancel any order for any reason whatsoever. Limitations on quantities available for purchase inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud are some situations that may result in the order being cancelled, additional verifications or information may be requested before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your credit/debit card has been charged, the said amount will be reversed back in your credit/debit card account or a store credit may be offered. It is the responsibility of the customer to ensure that they are present at time of delivery.
3.5.1 Danube Online does not provide this service to the commercial sector.
3.5.2 Danube Online has the right to cancel any order without notice.
3.5.3 In the case of finding no one to receive the delivery at the specified location, customer must be aware that the delivery driver will only wait for a maximum period of 10 minutes before leaving.
3.5.4 Driver will contact the customer via mobile number only.
3.6.1 You can cancel or amend your order at any time prior to delivery or collection. Due to how our systems work, if you want to add goods you can re-order by contacting the customer service through universal number 8002442225 or sending an email to [email protected].
3.6.3 Orders that are cancelled after they have been delivered or part-cancelled during delivery are subject to a SAR 30 cancellation fee to be deducted from your refund for delivery and processing. We have the full right to demonstrate whether an order has been delivered or not. The customer agrees not to dispute the decision made by us and accept our decision regarding the cancellation.
3.6.4 If you have ordered items which are out of stock you may choose between replacing with the closest or cancel the item.
For any items requiring exchange please contact Danube Online Customer Services within 48hrs of receipt of your order.
In the event that your order is visibly damaged or in any way does not meet our usual high standards, you may refuse to accept the order and you can raise a complaint about the order to [email protected]. For individual items found to be damaged when unpacking, please notify customer services within 24hrs for a refund/store credit. Refunds will only be given where the product is returned or photo verification of product condition is provided.
3.9.1 We do our best to ensure that we have amazing availability but we do occasionally run out of some products. If this does occur, we will give you the option to have a substitute of a similar product or cancel the item altogether or/and substitute of different size product of same brand.
3.9.2 We reserve the right, at our sole discretion, to limit the quantity of items purchased per person, per household or per order. The said limitations may be applicable to orders placed by the same account, the same credit card, and also to orders that use the same billing and/or delivery address. We will provide notification to the customer should such limits be applied. We also reserve the right, at its sole discretion, to prohibit sales to dealers or resellers. For purposes of these Terms and Conditions, reselling shall be defined as purchasing or intending to purchase any product(s) from Danube Online for the purpose of engaging in a commercial sale of that same product(s) with a third party.
If you find your credit card has been used without your authority please tell us within 24 hours of finding out. You must also tell your card issuer within the time limits you agree in your card scheme rules.
The employees who put together your order are carefully trained to select goods with a reasonable amount of time left on the expiry date (just as you would if you were in store shopping yourself). However, please note that some fresh produce items naturally only have limited shelf life when they arrive in the store, therefore it is reasonable for them to have a shelf life of less than two days when they are delivered or collected. In case of any items are expired we will provide a refund.
In the event that a customer is allowed to redeem a Danube Online coupon through the app / website, that coupon will be redeemed for full amount only, and no partial redemption is allowed.
PLEASE READ THESE PROGRAMME RULES CAREFULLY TO FAMILIARISE YOURSELF WITH THE BASIS UPON WHICH BENEFITS AND REWARDS MAY BE EARNED OR CANCELLED.
Article 1 – Preamble
The Danube Loyalty Program (‘Danube Loyalty’ or ‘Program’) is operated and owned by Danube Co. for Foodstuffs & Commodities (“The Company” or “Danube”) and operates under the laws of the Kingdom of Saudi Arabia (KSA), registered under CR no. CR4030093169.
Danube Loyalty is available in participating Danube Superstores, the Danube Application and at Danube’s sister Company, BinDawood Superstores Co. (“BinDawood”) and the BinDawood App.
If You apply to register to use the Danube Loyalty, you provide your informed consent to be bound by these rules.
Article 2 Definitions
Article 3 – Terms and conditions acceptance
Article 4 – Membership
Joining the Program is free of charge and is immediately available by using the Danube App or by request at any of any of the Participating Stores and Online for any person who got legal eligibility and is over 18 years of age and resident in KSA. Restricted to one account per person through mobile phone number only
To join the Program, download the Danube App and register or by providing your phone number to the cashier in any of Danube stores. You will then receive an SMS with the following link: https://Danube.onelink.me/PABQ/de038de6
to complete the registration process through the Danube App.
The Danube Loyalty Account cannot be used for any purposes other than those provided for under these terms and conditions. The Program may not be transferred or used by anyone other than its subscriber and members of the household of the account, under any circumstances.
Article 5 – Earning
The mechanism of earning points is straightforward. The Program Holder will earn one (1) point for every one (1) Riyal spent when making qualifying purchases at any of the Stores and Online.
In order to collect points, the Danube Loyalty Account details or registered phone number must be provided to the checkout service at the time of payment or if the Member is using the Danube App, the loyalty account will be automatically active once the member is logged in the App.
Members are not eligible to earn points for purchases of any of the following items:
Mobile credit top-up cards, online gift cards, similar products, and some excluded items.
The Company reserves the right to update and change such list of excluded items from time to time without the need for further consent of Loyalty Program members. However, we will strive to reflect any relevant updates under the terms and conditions.
The Company reserves the right to manually add or deduct earned points at our discretion, for example, in cases of technical issues and also to deactivate the Loyalty account, for example, in case of suspicious activities.
Article 6 – Redeeming
When a Member accumulates 1000 points, he/she can redeem the points against future purchases at any of the Participating Stores and Online for an amount up to 10 Riyals. Points cannot be redeemed for cashback, only against the purchases of goods.
Members will not be able to redeem rewards in store by providing their phone numbers alone. They have to display their Account ID on the BinDawood App to the Cashier at checkout.
In case a Member does not present his or her Account ID or provide his phone number at the point of purchase, he/she has no right to have the points added after the transaction has been close. However, we reserve the right to address each situation individually to mutual satisfaction at a customer service.
Article 7 – Loyalty Program account information
Danube Loyalty members can access their account information via the following options:
The Danube Loyalty member can modify his/her personal details through:
- The Danube Online
- At the customer service desk of Participating Branches, or by calling the customer call center 8002442225.
Article 8 – Claim and item refund
For any concerns on points accrued or missing points, the concerned Member can file a claim within the same day of the transaction at the Branch he/she purchased goods or contact the customer call center or emailing [email protected] for online orders. However, we reserve the right to address each situation individually on a case by case basis.
In case of returned and/or refunded items, the points earned against such items will be deducted from the account of the Member. The Member must present his Account ID to the Customer service employee to adjust the earned points against refunded items. If the Account of the Member does not have sufficient points to deduct from the Account, the missing points will be adjusted and translated to the value in Riyal (0.01 Riyal per point) and will be deducted from the refunded amount.
Article 9 – Points Expiration
Points accrued must be redeemed within 12 months. In case of any points that are not redeemed within a 12-month period, the Member’s balance will be adjusted to remove expired points.
Article 10 – Misuse of the account
The Member is responsible for any misuse of the account and must immediately inform the Company of any misuse of the account by contacting Participating Stores and Online by emailing [email protected] or calling the customer call center for online users.
The Company has the right to immediately terminate any accounts involved in any misuse by the Member in violation of these terms and conditions.
Article 11 – Removal
The membership can be immediately suspended or terminated by the Company, at any time, if that Member:
In this case, the Member will lose all the acquired benefits and any right of use of the Program.
If a Member wishes to terminate his/her Program membership, the Member must send a written notification on [email protected] specifying the request to terminate the membership along with the member’s first and last name and Account ID through his official registered email address.
Article 12 – Responsibility
The Company bears no responsibility for any direct or indirect consequences out of its control and linked to any malfunction or cyber-attacks during the use of the Program. Nevertheless, the Company strives to provide a trusted customer experience and ensure all best in class cyber-security technologies are instilled in our digital platforms.
Points can only be collected and redeemed as stated in these Terms and Conditions. Any other use, award, sale, exchange or transfer of points, or attempt to do so, is a breach of these Terms and Conditions.
Article 13 – Terms and conditions modification or cancelation
The Company reserves the right to modify or cancel some or all of these terms, and all Terms and Conditions are applicable to the extent permitted by law. The Terms and Conditions will be made available via our website and/or we might notify you of such changes by email at the address you registered with or by prominent notice on the Danube App. Your continued usage of Danube Loyalty following such notification shall constitute your acceptance of the changes, and any change to the Terms and Conditions will be deemed accepted by the Member upon the next use of the Program. Such changes may affect rewards already received, including the opportunity to use such rewards. Modifications to these Terms are effective immediately. If you do not agree to the Terms and Conditions, your only recourse is to cancel your membership. If a member wishes to terminate his/her Program membership, the Member must send a written notification on [email protected] specifying the request to terminate the membership along with the Member’s first and last name and Account ID.
Article 14 – Assignment & transfer
The Company reserve the right at all time to assign, transfer or relocate your membership and the Program as whole to any of its affiliates or successors without the need of Member’s consent. Given that the member's continued, use of account will be consider as an implicit acceptance.
Article 15- Jurisdiction and Dispute Resolution
These terms and any disputes or claims arising out of, or in connection with, its subject matter or formation (including non-contractual disputes or claims) are governed by and construed in accordance with the law of the Kingdom of Saudi Arabia.
All Terms and Conditions are applicable to the extent permitted by law. The Terms and Conditions will be made available via our website, and any change to the Terms and Conditions will be deemed accepted by you upon your next use of the Program. Such changes may affect rewards already received, including the opportunity to use such rewards. Modifications to these Terms are effective immediately. If you do not agree to be bound by the modified Terms, your only recourse is to cancel your membership.
We may at any time modify the Terms & Conditions of the app / website without any prior notification to you. You can access the latest version of the Terms & Conditions at any given time on the app / website. In the event the modified Terms & Conditions are not acceptable to you, you should discontinue using the service of the app / website. However, if you continue to use the service you shall be deemed to have agreed to accept and abide by the modified Terms & Conditions of this app / website.
Refer to customer service desk or call center team to know the excluding items list. ↑