Question 1

How do I place an order?

Accepted Answer

Open the app, add products to your cart, choose a delivery address, and tap Checkout. If you're not sure which product to pick, chat with our team members first — we'll help you choose.

Question 2

Can I order without a doctor's note?

Accepted Answer

Over-the-counter items, personal care, and health products don't need a doctor's note. Restricted products needs a valid doctor's note — you can upload a photo of it during checkout or send it in the chat.

Question 3

Can I edit or cancel an order?

Accepted Answer

Yes, as long as we haven't dispatched the driver. Open the order and tap Cancel, or message us and we'll handle it. Once a driver is on the way, we can only cancel if they haven't reached you yet.

Question 4

The product I want isn't in the app. What now?

Accepted Answer

Search for it, and if it's not there, open a chat and tell our team. We stock thousands of items and can usually source it the same day.

Question 5

Which areas do you deliver to?

Accepted Answer

We deliver across Erbil and most of Kurdistan. When you enter your address, the app will tell you if we cover it and how long delivery usually takes.

Question 6

How long does delivery take?

Accepted Answer

Inside Erbil, most orders arrive within 30–60 minutes. Outside the city it depends on distance and traffic — you'll see an estimate before you confirm the order.

Question 7

How much is the delivery fee?

Accepted Answer

The fee depends on your distance from the nearest branch. It's calculated automatically and shown at checkout before you pay — no surprises.

Question 8

Can I track my order?

Accepted Answer

Yes. Open the order in the app and you'll see its status live: preparing, with the driver, and delivered. You'll also get a notification at each step.

Question 9

Do you deliver at night?

Accepted Answer

We deliver during our operating hours. The app shows the next available delivery window if you order after closing time.

Question 10

How do I send a doctor's note?

Accepted Answer

During checkout you can attach a photo of your doctor's note. You can also send it in the chat with our team member — a clear photo of the whole page works best.

Question 11

Is my doctor's note seen by anyone else?

Accepted Answer

Only our team members who prepare your order see it. It's stored securely with your order and never shared with anyone outside the store.

Question 12

Can I ask a team member about my doctor's note?

Accepted Answer

Absolutely. Open a chat any time — our team members answer questions about dosage, side effects, and alternatives. If it's urgent, use the call button.

Question 13

What payment methods do you accept?

Accepted Answer

Cash on delivery, and card or wallet through our secure payment provider. You choose at checkout.

Question 14

Is paying by card safe?

Accepted Answer

Yes. Card details go straight to a licensed payment processor with bank-grade encryption. We never see or store your full card number.

Question 15

Do you give a receipt?

Accepted Answer

Yes — a digital receipt is saved inside the app for every order, and the driver can hand you a printed one on request.

Question 16

How do refunds work?

Accepted Answer

If an item is missing, damaged, or wrong, tell us in the chat within 24 hours. We'll replace it or refund you using the same payment method. Cash refunds are given by the driver or as store credit.

Question 17

How do I talk to a team member?

Accepted Answer

Tap the chat icon anywhere in the app. During opening hours a real team member replies, usually within a couple of minutes. You can also request a voice call.

Question 18

Are my chats and calls private?

Accepted Answer

Yes. Everything you send — messages, voice notes, images, and calls — is encrypted in transit and at rest, tied to your account, and only seen by the team members helping you. We never share it with advertisers, insurers, or anyone else. See our Privacy Policy for details.

Question 19

Can I send a photo of a symptom or a box of product?

Accepted Answer

Yes. Photos and voice notes make it much easier for us to help. Send them in the chat and our team member will get back to you.

Question 20

How does the loyalty program work?

Accepted Answer

You earn points on qualifying orders. Points move you up tiers (Member → Silver → Gold) which unlock better perks. You can see your points and tier in Profile → Loyalty.

Question 21

How do I use a promo code?

Accepted Answer

Enter the code at checkout in the promo field. If it's valid, the discount is applied to your total before you pay.

Question 22

How do I sign in?

Accepted Answer

We sign you in with your phone number and a one-time code. No passwords to remember — and no password to leak.

Question 23

I changed my phone number, what do I do?

Accepted Answer

Message us with your old and new number from the chat. Once we verify your identity, we'll move your account and history to the new number.

Question 24

How do I change the app language?

Accepted Answer

Profile → Language. We support Kurdish (Sorani), Arabic, and English. You can switch any time.

Question 25

How do I delete my account?

Accepted Answer

Profile → Delete account. Your personal data is removed immediately; records we're required to keep by law are anonymized. If you can't reach the app, email us and we'll do it within 30 days.

Question 26

Do you sell my data?

Accepted Answer

No. We don't sell, rent, or share your data with advertisers or third parties. Full details are in our Privacy Policy.

Question 27

What permissions does the app need?

Accepted Answer

Camera and photos for prescriptions and profile picture, location to pre-fill your address, notifications for order updates, and microphone only if you use a voice message or call. You can turn any of them off in your device settings.

Question 28

Is the app safe for kids to use?

Accepted Answer

The app is intended for adults (16+). Parents can order children's product from their own account.

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