Terms for Customers

Go Online — Terms for Customers

Go Online is operated by SBSUCCESS LTD, a private company limited by shares registered in England and Wales, registered office 128 City Road, London, United Kingdom ("Go Online", "we", "us"). Contact: [email protected].

These terms apply when you visit the Go Online website, a shop website or installed shop app built with Go Online in Egypt, or the Go Online directory, and when you send a shop an order, booking, enrolment or quote request ("Request"). Section 8 (acceptable use and prohibited items) applies to everyone who uses Go Online, including the businesses. Please also read our Privacy Policy and Cookies Policy.

1. Who you are dealing with

1.1 Each shop on Go Online is an independent business ("Merchant"). When you send a Request, your contract is with that Merchant, not with Go Online. The Merchant sets its prices, sells or provides the goods and services, delivers them, and is responsible for their quality, safety, legality, licences, invoices, returns and refunds.

1.2 Go Online provides the software that shows the Merchant's shop and passes your Request to it. We are not the seller, pharmacist, doctor, teacher or carrier, and we do not check every product or service.

1.3 Each shop page shows the shop's name and the contact details the Merchant publishes. You can ask the Merchant for its full details before you order.

2. Your consumer rights

2.1 Nothing in these terms takes away any right you have under Egyptian consumer protection law. Those rights include, against the Merchant:

• clear information about the goods or service, the full price and the Merchant's identity before you order;
• an invoice or receipt where the law requires it;
• returning or exchanging goods, or withdrawing from a purchase made at a distance, within the periods and on the conditions the law sets;
• repair, replacement or refund of defective goods;
• complaining to the Consumer Protection Agency (hotline 19588).

2.2 Your claims about the goods or service are against the Merchant. We help where we can: you can report a shop by writing to [email protected], and we may pause or remove a shop that breaks our rules.

3. Requests and payment

3.1 Sending a Request is an offer to the Merchant. The contract is made only when the Merchant accepts it. The Merchant may reject a Request.

3.2 Payment is in cash — on delivery, at pickup or at the visit — and is paid to the Merchant, never to Go Online. Go Online charges you nothing for using a shop. Any refund is made by the Merchant.

3.3 Give true details. Do not send fake, joke or repeated Requests. We may refuse, cancel or limit Requests that look fake or abusive.

3.4 To handle your Request, the Merchant receives your name and phone number, and your address for a delivery. For a quote request, the Merchant sees your phone number only after it accepts the request. See our Privacy Policy.

3.5 After you send a Request you get a private tracking link. Anyone who has that link can see the Request's status, so do not share it.

4. Medicines and health services

4.1 Prescription-only medicines cannot be ordered through checkout. Where a pharmacy offers it, you can send a request: the pharmacy contacts you to confirm your prescription, and a licensed pharmacist checks it as the law requires before anything is dispensed. **Do not upload or send prescriptions, test results, diagnoses or other medical information through Go Online.**

4.2 For doctors, dentists, clinics and laboratories, Go Online handles booking details only (the service, the time, your name and phone number). It gives no medical advice and is not for emergencies. In an emergency, call 123.

5. Age and installed apps

5.1 You must be at least 18 to send a Request on your own. A parent or guardian may book for a child.

5.2 A shop app you install from a shop's website is that Merchant's app, built and hosted by Go Online. Removing it from your phone deletes it and its files from the device.

6. Content and intellectual property

6.1 The shops' names, logos, photos and texts belong to the Merchants or their licensors. The Go Online name, logo and software belong to us. You may view shop pages and share links to them, but not copy their content for commercial use.

6.2 If you believe content on Go Online breaks your rights or the law, write to [email protected] with the subject "Takedown", giving your name and contact details, the link to the page or photo, which right is broken and why, and a statement that your notice is true to the best of your knowledge. We aim to review every notice within 5 working days.

7. Availability and liability

7.1 Go Online is free for Shoppers and provided "as is" and "as available". We do not promise that it will always be available or free of errors.

7.2 To the extent the law allows, we are not liable for the goods, services, prices, deliveries, statements or conduct of Merchants, or for indirect or consequential loss.

7.3 What we do not limit: nothing in these terms limits your rights as a consumer, or our liability for fraud, gross fault, death or personal injury caused by us, or any liability the law does not allow to be limited.

8. Acceptable use and prohibited items

8.1 The basic rule. Use Go Online only for lawful business and lawful purchases, honestly, and without harming anyone or the platform. Each Merchant is responsible for knowing and following the law of its trade. The list below is not complete: anything illegal where it is offered is prohibited even if it is not listed.

8.2 Prohibited items and services. Merchants must not offer, advertise or arrange through Go Online:

1. anything illegal to sell, possess or provide in Egypt, or anything offered without the licence the law requires;
2. narcotics, psychotropic substances and controlled drugs, and tools for their use;
3. weapons, ammunition, explosives and fireworks, and parts for them;
4. counterfeit, pirated or stolen goods, and goods that break someone's trademark, copyright or design;
5. medicines not registered with the Egyptian Drug Authority, and any medicine offered by a business that is not a licensed pharmacy;
6. prescription-only medicines through checkout (section 4.1);
7. tobacco and nicotine products, and alcoholic drinks, for any business type;
8. human organs, blood, body parts and fluids;
9. live animals and wildlife that the law protects, and products of endangered species;
10. hazardous chemicals, recalled or unsafe products, and food that breaks food-safety rules;
11. personal data, accounts, documents or official IDs, or services to forge or obtain them;
12. gambling, lotteries and betting;
13. financial services that need a licence (lending, deposits, money transfer, crypto-asset services);
14. sexual content and services;
15. content that promotes hatred, violence, terrorism or discrimination, or that the law forbids;
16. services that are themselves illegal (for example fake reviews, exam cheating, hacking).

8.3 Health businesses. No business may publish, request, collect or send through Go Online any diagnosis, test result, prescription, medical history or other medical record; Go Online stores booking details only (service, time, name and phone number). Health businesses must hold every licence and syndicate registration their work requires, show their professional name truthfully, and make no misleading medical claims: no product may claim to cure, prevent or treat disease unless the law allows that claim.

8.4 Prohibited conduct (everyone). You must not:

• give false information, impersonate a business, brand, public body or person, or use a misleading shop or app name or icon;
• send fake, joke, repeated or abusive Requests, or post fake reviews or ratings;
• harass, threaten or discriminate against Merchants, Shoppers, couriers or our staff;
• use a Shopper's contact details for anything other than their Request (for example advertising without consent), or sell them;
• send spam, phishing or malware, or links to them;
• scrape or copy the service or its data in bulk, overload it, or get around limits or blocks;
• test the security of Go Online without our written permission (report a weakness to [email protected] with the subject "Security");
• use Go Online to collect payments outside the methods it offers, or to move money for others.

8.5 What we do about breaches. We may remove or hide content or a listing, pause new Requests, take a shop or app offline, suspend or close accounts, keep records needed for legal claims, and report to the competent authorities when the law requires it or when people are at risk. We are not obliged to monitor all content, but we act on reports to [email protected].

9. Law, disputes and complaints

9.1 These terms are governed by Egyptian law. You may bring a claim before the competent Egyptian courts, including the courts the law allows a consumer to use.

9.2 Before going to court, please write to [email protected]; we answer within 30 days. You can also complain to the Consumer Protection Agency.

9.3 These terms are written in Arabic and English. If they differ, the Arabic text prevails.

10. Changes and transfer

10.1 We may update these terms. Each version has a number and an effective date and is published here before it applies; earlier versions stay available on our website. A change does not affect a Request you sent before it applies.

10.2 We may transfer these terms to a company of the SBSuccess group in Egypt, or to a company that takes over the Go Online service in Egypt. The terms stay the same, and we publish the change here at least 30 days before it applies.

11. Contact

SBSUCCESS LTD, 128 City Road, London, United Kingdom — [email protected].