🚚 Shipping Policy – Wasl App
Effective Date: 14/09/2025
1. Nature of Service
Wasl App acts solely as a digital intermediary between customers, stores, and drivers.
The app does not own or control product pricing or quality; its role is limited to managing, receiving, and delivering orders.
2. Shipping & Delivery Process
Once an order is confirmed by the customer, it is sent to the store for preparation.
After preparation, the driver picks up the order and delivers it to the customer’s specified location.
Customers can track the order status via the app (preparing – ready – on the way – delivered).
The in-app chat allows smooth communication between all parties.
3. Delivery Fees
Delivery fees are based on the distance between the store and the customer’s location.
Prices start at 500 Baisa for short distances and may reach up to 1.5 OMR for longer distances.
Drivers receive 90% of the delivery fee, while Wasl retains only 10% as an operational fee.
Extra charges may apply if the entered location is inaccurate, causing additional travel for the driver.
4. Customer Responsibilities
Accurately set the delivery location using Google Maps integrated into the app.
Provide a clear description of the delivery address (landmarks, house number, or photo if needed).
Respond promptly to driver communications.
Pay the full order value (items + delivery) upon receipt if using cash, or via electronic payment at checkout.
5. Store Responsibilities
Prepare orders correctly and completely as entered in the app.
Respect the estimated preparation time.
Ensure the order matches the invoice number before handing it to the driver.
6. Driver Responsibilities
Pick up only the orders registered in the app.
Update the order status (picked up – on the way – delivered).
Deliver orders promptly and in proper condition (hot/fresh).
Follow the correct route and avoid unjustified delays.
7. Fake or Canceled Orders
If a customer refuses to pay or accept an order after it has been prepared, the app reserves the right to:
Suspend or ban the account.
Require payment of the outstanding amount.
Report the case to the authorities in case of repeated violations.
8. Delivery Time
Delivery time depends on:
Store preparation speed.
Distance to the customer’s location.
Weather and traffic conditions.
The app provides an estimated delivery time, but delays may occur beyond our control.
9. Heavy Shipping (Mishwar Section)
Large or heavy items (such as parcels or household items) are charged under the Mishwar system.
Base price is 1 OMR, increasing by 1 OMR per additional kilometer.
Wasl is not responsible for the contents of the parcel; responsibility lies with the customer and driver.
10. Support & Assistance
Customers can contact support via the app, email, or phone if any shipping or delivery issue arises.
All complaints will be handled within 24 working hours.
