Terms & Conditions

By downloading, accessing, or using the Nana application ("App"), you agree to be bound by these Terms and Conditions. "Nana," "we," "our," or "us" refers to Central Stores for IT Co., registered in the Kingdom of Saudi Arabia (CR: 1010470645). "You" or "user" refers to any person accessing or using our services. If you do not agree to these terms, please do not use our App. We reserve the right to modify these terms at any time, and your continued use constitutes acceptance of any changes.

Nana is a quick commerce and lifestyle platform providing on-demand delivery of groceries, food, beauty products, and lifestyle items. Our services include:

• Grocery delivery from local stores and supermarkets
• Food delivery from restaurants and cafes
• Beauty and personal care products
• Household essentials and convenience items
• Digital gift cards and recharge services
• Express delivery typically within 20-60 minutes

To use certain features of our App, you must create an account. You agree to provide accurate, current, and complete information during registration and to update such information as necessary. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. We reserve the right to suspend or terminate accounts that violate these terms or engage in fraudulent activity.

When you place an order through Nana, you are making an offer to purchase products. We reserve the right to accept or decline orders at our discretion. Product availability is subject to change, and we will notify you if items in your order are unavailable. In such cases, you may choose a substitute or receive a refund for unavailable items. Orders are processed in real-time, and once confirmed, modifications may be limited. Please review your order carefully before confirming.

We strive to deliver orders within the estimated timeframe displayed at checkout. Delivery times are estimates and may vary based on factors including traffic, weather, and order volume. Our delivery partners work around the clock to ensure timely delivery. You must provide accurate delivery information. We are not responsible for delays or failures caused by incorrect addresses. Someone must be available to receive the order at the delivery address. For perishable items, please ensure prompt receipt to maintain product quality.

All prices displayed in the App include applicable taxes (15% VAT) unless otherwise stated. Prices are subject to change without notice. Promotional offers and discounts are subject to specific terms and may be limited in availability or duration. We make every effort to ensure pricing accuracy. In case of pricing errors, we reserve the right to cancel orders placed at incorrect prices and will notify you promptly.

We accept various payment methods for your convenience. All payments are processed securely through our authorized payment partners.

• Credit and debit cards (Visa, Mastercard, Mada)
• Apple Pay and digital wallets
• Nana Wallet (prepaid balance)
• Cash on Delivery (where available)
• Promotional codes and gift cards

You may cancel an order before it has been picked up by our delivery partner. Once the order is being prepared or in transit, cancellation may not be possible. To cancel an order, use the cancellation option in the App or contact customer support immediately. Frequent cancellations may result in restrictions on your account. We reserve the right to cancel orders due to product unavailability, suspected fraud, or other operational reasons.

Due to the nature of quick commerce and perishable goods, returns are generally not accepted. However, we will provide refunds or replacements in the following cases: • Products received damaged or defective • Products that don't match your order • Products past their expiration date upon delivery • Missing items from your order Refund requests must be submitted within 24 hours of delivery with supporting evidence (photos). Approved refunds will be credited to your original payment method or Nana Wallet within 5-7 business days.

As a user of our services, you agree to:

• Provide accurate and truthful information
• Use the App only for lawful purposes
• Not engage in fraudulent or abusive behavior
• Treat delivery partners with respect
• Not attempt to manipulate promotions or pricing
• Not share your account credentials with others
• Report any issues or concerns promptly
• Comply with all applicable laws and regulations

All content in the Nana App, including but not limited to text, graphics, logos, images, and software, is the property of Nana or its licensors and is protected by intellectual property laws. You may not reproduce, distribute, modify, or create derivative works without our written consent. The Nana name, logo, and all related trademarks are our exclusive property.

To the maximum extent permitted by law, Nana shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of our services. Our total liability shall not exceed the amount paid by you for the specific order in question. We are not liable for delays or failures in service due to circumstances beyond our reasonable control, including but not limited to natural disasters, government actions, or technical failures.

These Terms and Conditions are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia. Any disputes arising from these terms or your use of our services shall be subject to the exclusive jurisdiction of the courts in Riyadh, Saudi Arabia. For consumer protection matters, you may also have rights under local consumer protection laws.

We reserve the right to modify these Terms and Conditions at any time. Changes will be effective immediately upon posting in the App. We will notify you of significant changes through the App or via email. Your continued use of our services after changes are posted constitutes your acceptance of the modified terms.

For questions, concerns, or feedback regarding these Terms and Conditions, please contact us: Customer Support: 920033024 Email: support@nana.sa Address: 3880 Wadi Al Shaouqi, 8305, An Nuzhah, Riyadh 12474 Our customer support team is available 24/7 to assist you.