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Terms & Conditions

Use of Panda Apps/website-- Terms and Conditions

These are the Terms and Conditions which apply to the customer when purchasing online goods by Panda Apps/website. Please read them carefully.

Terms Definitions:

- â "You" and "Your" means the customer who is ordering goods from Panda App/website. If You are using this app it means Your age is (18+) and above and no contrary allegation will be accepted.

- "Panda Apps" or "we" or "us" or "our" refer to tradename for Panda and means Panda Retail Company, having its principal place of business at Jeddah with CR No (4030223594) Vat registration No 300056521610003 with address PO Box 7333, Jeddah 23511, Kingdom of Saudi Arabia (KSA).

- "Page" means the main page of the Panda Apps/website showing app option and order section.

- Solely based on these Terms and Conditions You are permitted to use Panda Apps/website.

- We reserve the right, at our sole discretion, to update and/or revise and/or edit these Terms and Conditions. It is Your responsibility to check these Terms of Conditions periodically for changes. Your continued use of the Panda App or website following the posting of changes will mean that You accept and agree to the changes. As long as You comply with these Terms of Conditions, Panda App grants You a personal, non-exclusive, non-transferable, limited privilege to for the purpose of entering and using Panda Apps/website.

- In case You face any difficulties in using the Panda Apps/website, You may reach out to our "Customer Care Team" who will support and guide You.

- If You have any questions relating to these Terms and Conditions, please contact our Customer Care Team on 920027707 Saturday to Thursday between 9am to 1am and Friday between 2pm to 11pm.

1.Goods and Services Registration & Contract

1.1 Panda means Panda App which is used as an E-commerce app for purchasing and ordering good delivery to the buyer "Customer". By using Panda Apps/website, You agree to purchase services and goods by Panda Apps/website subject to these Terms and Conditions and our Privacy Policy which will apply to all transactions linked to our outlet services. Please read through these Terms and Conditions carefully before using Panda Apps/website. By using the Panda app, panda.sa, or website: www.panda.com.sa, You acknowledge that You have read, agreed, and understood our Terms and Conditions and Privacy Policy.

1.2 We reserve the right to A) alter or withdraw the goods & services in Panda Apps/website at any time, and/or B) refuse the service to You and/or C) amend these Terms and Conditions, D) and amend the 'Help' section of Panda Apps/website in accordance with our internal policies and as applicable under Saudi laws. If we make any changes to these Terms and Conditions, we notify You as soon as possible by posting the changes on Panda Apps/website and updating the date of this document. Any such changes will take effect when posted on the Panda Apps/website and it is Your responsibility to read the Terms and Conditions on each occasion You use this Panda Apps/website. Your continued use of the Panda Apps/website shall signify Your acceptance to be bound by the Terms and Conditions upon using the application or website.

1.3 You must be 18 years or above and must complete the registration to use our application or website.

1.4 By registering for this service You agree that the details provided by You on registration, or at any time, are correct and complete. You must inform us as soon as possible of any changes to the information that You provided when registering by updating Your personal details. You must give us Your real name, address, phone number, email address, geographical location and any other details that we may require to process Your order.

1.5 Your email address, phone number and location map are essential for us to be able to supply You with important information such as order confirmations, and changes to the service. By registering with our grocery service, You accept that Your email address and contact number and geographical location may be used to supply You with such information. Registration data and certain other information about You will be used in accordance with our Privacy Policy which is aligned with Saudi applicable laws.

1.6 It is Your responsibility to keep Your password secure. Your password is exclusive to You, it is not allowed to be shared with any third party and must be treated confidential. If You become aware of any misuse, then You must contact Customer Care Team immediately.

1.7 Upon using Panda Apps/website, you permit and consent us to have credit or debit card details registered with Panda Apps/website prior ordering. These details are confidential to Panda team and held in an encrypted form on the Panda database and will only be used for payment on account and/or payment of goods and services received by You using our grocery service.

1.8 We reserve the right, upon our sole and absolute discretion, to:

  • Decline a new customer registration, suspend, or terminate Your account at any time, and/or.

  • Terminate Your access to all or parts of Panda Apps/website services with or without notice.

1.9 We deliver goods and merchandise to You or any person who is 18 years of age or older (the" Recipient") at the address registered by You at Panda Apps/website, the recipient at the time of delivery must check the goods and merchandise and accept receipt or refuse to take delivery of all or part of the merchandise.

1.10 We store goods in appropriate conditions and temperature prior to delivery. You agree and acknowledge that risk of loss and damage of products passes on to You on the date the goods are delivered. We will not be responsible for any loss or damage caused to the goods after delivery or collection using ("Click and Collect") service.

2. Goods Pricing and Payment (THIS WILL CHANGE ONCE WE CAN MATCH ORDER SELLING PRICE WITH DELIVERY DAY PRICE)

2.1 The prices shown on Panda Apps/website at the time of ordering are guide prices. The prices You will be charged for goods will be higher then the actual prices displayed in the store at which Your goods are selected on the day of delivery, including any promotional offers, if applicable. You accept that prices of goods may, therefore, increase or decrease between the day of ordering and the day of delivery.

2.2 The weight of some goods may vary marginally from that ordered and the price may change to reflect actual weight - if it weighs a little less You pay a little less and if it weighs a little more You pay a little more. Prices displayed in Panda Apps/website which is shown upon clicking ("My basket") are estimates only.

2.3 Where applicable, prices include Value Added Tax (VAT). The prices on the Panda Apps/website reflect the current rate of VAT and not necessarily the rate You will be charged on the day of Your delivery.

2.4 During checkout the total amount of Your order will be:

  • accepted and temporarily held when paying with Visa or Mastercard and after Your order collection total amount of available goods and merchandise will be deducted from You card while the amount of unavailable items will be released to the same card or to Panda Wallet.

  • captured and deducted temporarily when paying with MADA, and after Your order collection total amount of available items will be deducted from Your card while the amount of unavailable goods and merchandise will be refunded to the same card or to Panda Wallet.

We will verify Your payment details at the time You place Your order. To ensure that Your payment card details are not being used without Your consent, we may validate Your name, address and other personal information supplied by You during the order process against appropriate third-party databases. By placing an order, You consent to such checks being made. All information provided by You will be treated securely and strictly in accordance with all applicable Personal Data Protection laws and regulations.

2.5 Payment will be made subject to section 2.4 above, to cover the cost of the goods and the delivery or collection charge. Goods will be charged at the in-store selling price prevailing that day. Methods of payment are described in "Prices and Payment" within the "Help" section of this Panda Apps/website.

2.6 If the payment method was Your credit card and has been used without Your authority please contact us within 24 hours of finding out. You must also tell Your card issuer (bank) within the time limits. We shall not be held responsible if You exceed the time limit or the order was received by the person who placed the order.

2.7 If, on the delivery or collection date, we are unable to process Your credit card payment we will make a further attempt to process them. If we are unable to do so our Customer Care Team will attempt to contact You to request new details. Once these are authorized, Your delivery will be made.

3. Supply of Goods

3.1 Goods and merchandise will not be supplied for the purposes of resale and are only supplied for Your own use as a consumer. We reserve the right to refuse orders including those we consider are for commercial or non-domestic purposes or can be suspected to be fraud or suspicious quantities.

.  We will not supply or deliver to shipping agents or to agents who sell our goods to third parties.   Where products are used for non-domestic purposes we exclude (to the fullest extent permitted by law) those warranties and conditions relating to a particular purpose.

3.2 The goods and merchandise are provided as compliant with technical, safety, labelling and other legal requirements in KSA. Where goods are subsequently exported, we accept no responsibility for damage in transit, or for any customs requirements or duty.

3.3 Goods and merchandise are supplied at an appropriate temperature.  Goods will be delivered in good condition and we cannot accept responsibility where they have been inappropriately stored or handled following delivery to Your address.

3.4 Goods and merchandises are subject to availability and prevailing market conditions, if any goods and merchandise You wish to purchase are not available, we may try to offer You "alternative goods" similar to the goods You have requested, which may be a different price. You do not have to accept the alternative goods offered by Panda App/website.

3.5 Where alternative goods and merchandise are accepted, You should check product packaging for nutritional information and allergen warnings displayed in the package, as these may differ from the products originally ordered.

3.6 Although we take all reasonable care to ensure that recipe and additional nutritional information appearing on the Panda Apps/website are correct at the time when the information was inputted onto the system, the information appearing on Panda Apps/website at any time may not reflect the exact position at the moment You place an order. We urge You to check product packaging for nutritional information and allergen warnings before consumption, as product information is subject to change after publication of the recipe.

3.7 You should always read the product label to ensure You are following the most up-to-date information. This is especially important if You have an allergy or intolerance. Allergen information can be found highlighted in the ingredients list on the pack / product.

4. Ordering of Multiple or Bulky items

4.1 Orders for more than 8 units of a single product line may be fulfilled subject to availability in the store Other limits may apply to other products.

4.2 Quantities of goods and merchandise supplied per order may be limited if the order has a set limit or limited availability for other customers or creates a potential health and safety issue for our deliveryman.

4.3 Due to concerns regarding the health and safety of our deliveryman, and as may be permissible under applicable laws, we reserve the right to limit orders of certain bulky items, such as bottled water.

5. Placing an Order

5.1 Enter Your details on the Panda application. You will see the available delivery options on the Checkout page.

5.2 Prior to the Panda application checkout page, the cart page sets out the details of Your shopping and may be edited by You before You Place Your Order. After You have placed Your order, we will send You a confirmation email showing an estimated total cost and details of the products You have ordered.

5.3 There is a minimum order value of 50 SR on any grocery delivery order subject to change.

5.4 There is a minimum order value of 50 SR on any grocery of Panda Click & Collect order subject to change. Panda Click & Collect service available in selected store locations.

5.5 Panda App reserves the right to amend delivery and collection fees, as may be permissible under applicable laws, at any time without notice. This amendment will not be applied for any order and payment being processed before this amendment.

5.6 Panda App/website reserves the right to charge a cancellation fee according to the cancellation policy.

6. Scheduled Delivery Service (Same Day delivery before 6:00 PM)

6.1 "Scheduled Delivery" (Same Day delivery before 6:00 PM) is a grocery delivery service is available in most locations within KSA.

6.2 The service is available for online orders only and delivery slots are subject to availability. Operating times vary by location. Enter Your address to view Panda App/website ordering options available in Your area. We make every effort to deliver goods and merchandise within the estimated timescales.

6.3 There is a minimum order value of 50 SR on Scheduled Delivery orders subject to change.

6.4 You can amend Your Scheduled Delivery order any time before the picking of Your order. If You wish to cancel Your order before picking, please contact the number mentioned in the application.

6.5 Panda App/website reserves the right to amend or terminate the availability of the Scheduled Delivery service, including the delivery charge, at any time and without notice.

7. On Demand Delivery Service

7.1 A "Same Day Delivery" service is available at a limited number of Panda App stores. Customers whose registered address is within the catchment area of the service will be able to choose Same Day Delivery on the Panda app.

7.2 The service is available for online orders only and delivery slots are subject to availability. Operating times vary by location. Enter Your address to view Panda Click & Collect ordering options available in Your area. We make every effort to deliver goods within the estimated timescales.

7.3 There is a minimum order value of 50 SR "On Demand Delivery" orders subject to change.

7.4 You can amend Your On-Demand Delivery order any time before the picking of Your order. If You wish to cancel Your order before picking, please contact the number mentioned in the application.

7.5 Panda reserves the right to amend or terminate the availability of On Demand Delivery service, including the delivery charge, as may be permissible under applicable laws, at any time and without notice.

8. Panda Click & Collect Service

8.1 "Panda Click & Collect Groceries" service is available at selected stores. Customers with a registered address within the geographical region of the service will be able to choose this service

8.2 The service is available for online orders only and collection slots are subject to availability. Operating times vary by location. Enter Your address to view Panda App ordering options available in Your area. We make every effort to deliver goods within the estimated timescales.

8.3 There is a minimum order value of 50 SR on Panda Click & Collect Groceries orders subject to change.

8.4 You can amend Your Panda Click & Collect Groceries order any time before the picking of Your order. If You wish to cancel Your order before picking, please contact the number mentioned in the application.

8.5 Panda Click & Collect Groceries goods and merchandise are picked from selected stores on the day of collection and stored at the temperature appropriate to that food until You arrive.

8.6 Your Click & Collect Groceries order will be available for collection at Your chosen collection time in the designated location of Your collection store. Collection will be from a Panda Click & Collect Groceries collection location and will be clearly signposted for receipt.

8.7 A limited number of collection slots are available during each 1-hour collection slot. If You arrive early to collect Your order You may collect it if it is available. If Your order is not yet available for collection, we may ask You to wait or to return at the agreed collection time. Occasionally there may be a queue at Your collection point if several customers arrive at the same time to collect their order. Our team will fulfil all orders as quickly as possible.

8.8 We cannot guarantee availability of car parking spaces at Your chosen "Click & Collect Goods and Merchandise" location.

8.9 Our Click & Collect service does the best to ensure Your order is accurate however, it is Your responsibility to check the quantity and status of items ordered as they would with a regular store order. In case if You have any queries, please call our Customer Care Team after Your collection has taken place.

8.10 We reserve the right to cancel Your order, return Your order to store and refund Your payment if You do not collect it within a reasonable time and in line with the applicable laws. All uncollected orders will be returned to store at the end of the trading hours each day. Times vary by location. Orders will remain available for collection in-store until the store is closed that day. Thereafter, if not collected, Your order will be cancelled and refunded.

8.11 We will make every effort to ensure Your order is available for collection at Your collection time, but we have no liability if the service is limited or unavailable due to operational reasons or circumstances beyond our control including but not limited to: Natural disasters, fire incident, government interference or any other incidents.

8.12 Panda App/website reserves the right to amend or terminate the availability of the Panda Click & Collect Groceries service, including the collection charge, at any time and without notice and as may be permissible under applicable laws.

9. 9. Goods Special Offers & E-vouchers

9.1 From time to time, and at our own sole discretion, we may provide You with an "E-voucher(s)", which may be redeemed by You against a first or subsequent order. E-vouchers can be used only once, in accordance with the instructions detailed on the E-voucher. Those instructions form part of the Terms and Conditions.

9.2 E-vouchers cannot be used in respect of goods to be delivered after the expiry date - see E-voucher validity for expiry date. E-vouchers cannot be exchanged for cash, used for cash back or purchases of baby milk products, mobile phone vouchers, phone cards or charity products. E-vouchers are non-transferable and can only be used with the food and non-food grocery service and cannot be used in store, only allowed on our online services.

9.3 E-vouchers can entitle You to either money off a product and/or in some cases a free product of our choice. The voucher will state which product or products it applies to, the saving You may make, the E-voucher code and the E-voucher expiry date. Products are subject to availability while stocks last.

9.4 E-vouchers made available to You will state an expiry date. To use the E-voucher You must place an order and have it delivered by this date.

9.5 E-vouchers issued by Panda App/website may not be used on any other applications or website. All E-vouchers are subject to these terms and conditions and any other specific conditions notified on the e-voucher or at the time of issue.

9.6 Each E-voucher code may be used once only per customer and/or once per delivery address. Unless otherwise stated an E-voucher may be used only by the named recipient, it may only be used as stated on the E-voucher and not in conjunction with any other offer or E-voucher. E-vouchers cannot be exchanged for cash, gift vouchers, delivery charges (except where stated) or for a whole order. We reserve the right to refuse an e-voucher or coupon on transactions we consider are excessive and/or are for commercial or non-domestic purposes or subject to onward sale or delivery by a third party.

9.7 From time to time we may offer first time customer E-voucher(s). Only one first time customer E-voucher may be used per customer or household. Minimum qualifying spend limits and exclusions will apply. A first-time e-voucher may not be used if You or Your household have already used a first-time e-voucher or customer offer.

9.8 E-voucher may state a minimum order value after any discounts or E-voucher(s) have been deducted.

9.9 Panda reserves the right to withdraw or terminate any E-voucher at any time and/or to refuse to accept the use of an E-voucher if fraud is suspected and for any other reason as may be permissible under applicable laws.

10. Amending or Cancelling Your Order

10.1 You can amend Your On-Demand Delivery order any time before the picking of Your order. If You wish to cancel Your order before picking, please contact the number mentioned in the application.

10.2 Should unfavourably weather conditions or any other event outside our reasonable control result in a later or cancelled delivery or collection; we will contact You as soon as possible to re-schedule. All alternative delivery or collection dates are subject to availability. We make every effort to deliver the ordered goods within the estimated timescales. However, delays are occasionally inevitable due to unforeseen factors. Panda App/website shall be under no liability for any delay or failure due to uncontrollable events to deliver within the estimated timescales.

11. Goods Delivery Restrictions

11.1 We will deliver to the KSA address specified by You when You checkout Your good and merchandise delivery order.

11.2 We reserve the right to restrict or refuse delivery requests in certain areas at any time and without notice. We will not supply or deliver to shipping agents or to agents who sell our goods to third parties.

11.3 You, or someone aged 18 years or above on Your behalf must be available to receive and inspect the delivery. Under no circumstances will goods be left unattended.

12. Our Goods Doorstep Service

12.1 We will always deliver the goods to Your doorstep or at least to the communal entrance to Your apartment building.

12.2 Our delivery service team do their best to ensure Your order is accurate however, it is Your responsibility to check the quantity and status of items ordered as they would with a regular store order. However, if You have any queries, please contact our Customer Care Team after Your delivery has taken place.

12.3 If Your delivery address is to a work address, we will always deliver to the ground floor communal entrance of Your business building then contact You to meet our deliveryman. We reserve the right to return Your order to our store if You did not collect Your order within a reasonable time. In this instance, we reserve the right to charge You for any re-delivery.

13. Goods Re-Delivery

13.1 If You are out for the time of Your scheduled delivery or are unable to meet our deliveryman in Your designated location within a reasonable time. We reserve the right to return Your order to our store then reschedule delivery time slots are subject to availability and charge re- delivery charges.

13.2 If You have not contacted our Customer Care Team within 24 hours to rearrange a failed delivery, the order will be cancelled and refunded, and we may retain the delivery fee.

14. Goods Returns

14.1 If whilst inspecting the goods at the time of delivery or collection, You identify goods You do not want, You are free to decline any product for any reason (including the price) within the same time. You can return them to the deliveryman and ask him/her to return them within the same time.

14.2 Any goods You return to our deliveryman will be automatically refunded to the same credit or debit card or Panda Wallet used to purchase the goods and shown as a refund on the next payment card statement. Refunds can take up to 21 working days to reach Your account.

14.3 Unless of poor or faulty quality, or the goods returned to the deliveryman at the time of delivery or collection, it is not possible to return baby food, baby milk formula (liquid or powder), frozen, fresh, chilled or perishable food that are liable to deteriorate or expire rapidly. We cannot accept responsibility for items damaged after delivery.

14.4 Any refund due will be credited to the purchaser's card within 21 working days. Any delivery charge will be refunded only where the entire order may be returned (for example, does not include perishable food) and the entire order is returned. If returned items were part of a promotional offer or vouchers were used, the amount refunded may be reduced.

15. Liability and Indemnity

15.1 Panda App/ website will use all reasonable endeavors to verify the accuracy of any information on the Panda Apps/website, but Panda App/website makes no representation or warranty of any kind express or implied statutory or otherwise regarding the contents or availability of the site or that it will be timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the website or application.  Panda App/website will not be responsible or liable to You for any loss of content or material uploaded or transmitted through the website and accepts no liability of any kind for any loss or damage from action taken or taken in reliance on material or information contained on the website or/and the application.

15.2 Subject to 15.1 above, and except for the remedies set out at Term 14 above, any indemnities, warranties, terms, and conditions (whether express or implied) are hereby excluded to the fullest extent permitted under applicable law.

15.3 Subject to 15.1 above, and as may be applicable under Saudi laws, Panda App/website will not be liable, in contract, tort (including without limitation) negligence, pre-contract or other representations (other than fraudulence or negligence) or otherwise out of or in connection with the terms and conditions for any:

  • economic losses (including without limitation loss of revenues, data, profits, contracts, business, or anticipated savings); or

  • loss of goodwill or reputation; or

  • loss of privacy and loss of data; or

  • special or indirect losses

  • suffered or incurred by that party arising out of or in connection with the provisions of any matter under these terms and conditions.

15.4 Notwithstanding the above, subject to Section 15.1, Panda total liability (whether in contract, tort or otherwise) for loss or damage shall in any event be limited to a sum equal to the amount paid or payable by You for the product(s) in respect of one incident or series of incidents attributable to the same clause.

15.5 We will take all reasonable precautions to keep the details of Your order and payment secure, but, we cannot be held liable for any losses caused as a result of unauthorized access to information provided in the Panda website or application by You.

16. Personal Data Sharing

16.1 You acknowledge and agree to share your personal data with "Panda Retail Company" and allow us to share your Personal Data, as defined under Saudi Data Protection Law, internally and with trusted and contracted service providers and data Processors .

16.2 Your data may be used for different purposes as provided under our Privacy Policy including:

  • To provide You with our products and services, such as using Your address so we can make a delivery to You

  • To personalize Your shopping experience

  • For statistical analysis and to help us understand more about our customers

  • To contact You for marketing purposes, market research, in relation to Your accounts, Your purchases or about questions You have raised with us. We will not send you any communications for the purpose of direct marketing without obtaining your prior explicit consent. We will communicate with you through [SMS, WhatsApp, Email, or In-App Communication etc.]. If you consent to receive such direct marketing communications, you have at any time a right to opt out by contacting us via the email [customercare@panda.com.sa] or follow the instructions provided in the direct marketing communication.

17. Severability Clause

If any provision or clause in these Terms and Conditions" are invalid, this shall not affect the effectiveness of the other provisions.

18. Legal and Jurisdiction

These Terms and Conditions of Panda App/website are governed by the Saudi Arabia's Laws and courts.

19. Panda Customer Loyalty Program

19.1 The Panda Customer Loyalty Program is operated by Panda Retail Company. By participating in our Digital Loyalty Card (Digital Card), You agree to the Terms and Conditions.

19.2 The Program is only valid within the Customer register in Panda App/website and buy goods from Panda Retail Company stores within KSA.

19.3 All customers are entitled to a free Digital Card as part of the normal mode of sale. To Join our Loyalty Program, You must Provide Your contact details at store or using Panda Application and website.

19.4 Upon purchase (online or at store), if You present a valid digital Card, the Subscriber will be awarded instant discount and other personalized offers for the eligible items.

19.5 Member Pricing Items are limited to the previously communicated offers on our weekly leaflet.

19.6 Subscriber is eligible to discounted items ranging between (1% - 5%) on weekly basis.

19.7 Only valid and active Digital Cards will be accepted. No other forms of Loyalty Points will be deemed valid.

19.8 We are not responsible for any stolen or damaged Digital Cards.

19.9 Digital Cards cannot be redeemed or exchanged for cash or any other rewards. You cannot sell or transfer Your Digital Card to anyone else.

19.10 We reserve the right to terminate Your membership in our Loyalty Program for any reason and at any time, and without notice including but not limited to - if we believe You have engaged in fraudulent or unlawful activity or have failed to comply with these Terms and Conditions.

19.11 You can cancel your account or cancel receiving newsletters and/or marketing materials at any time by choosing "Cancel Account" or "Unreceive Newsletters" or "unsubscribe from marketing materials" or by contacting our support team or email them via customercare@panda.com.sa and then follow the specific instructions referred to in the email message sent from Panda.

19.12 Once either party cancel the user's account for any reason:

  • Your ability to use the app or weblink will be ceased, and You will not be able to login to Your account.

  • You shall not have the right to recover the free balance deposited in the E-wallet (if any) upon account cancellation.

  • Any balance due to You as a result of Your use of the application or website will be transferred to the bank card registered on Your account upon account cancellation and in accordance with the provisions of Paragraph (14-4) above.

19.13 These Terms and Conditions apply to our Loyalty Program in the KSA and are governed by the appropriate laws.

19.14 Digital Cards not used at least once during the period of 24 calendar months will be considered inactive and shall be deleted from the system, without prior notice.