Updated Version
Effective Date 01/09/2026
Email sdrd.store@gmail.com
Phone +968 7114 8977
Address Al Kamil wa Al Wafi Ash Sharqiyah South Sultanate of Oman
SdRd operates as a digital intermediary that facilitates and organizes delivery services between customers merchants and couriers
The application does not own manufacture store or directly sell the products ordered through the platform
SdRd does not control the quality ingredients quantity expiry condition or contents of products offered by merchants
The role of SdRd is primarily to provide the digital platform used to receive orders organize preparation coordinate pickup facilitate delivery and provide order status updates
Responsibility for the products remains with the merchant or party providing the products
When a customer confirms an order the order is transmitted through the application to the selected merchant
The merchant reviews the order and begins preparing the requested products
Once the order is ready an available courier may be assigned to collect the order
The courier collects the order from the merchant and proceeds to the delivery location provided by the customer
After delivery the order status is updated in the application
Depending on the type of order and available features the order may display statuses such as
Preparing
Ready for pickup
On the way
Delivered
The available order statuses may vary depending on the service and technical features available within the application
SdRd may provide customers with the ability to track the status of their orders through the application
Customers may be able to view the current stage of their order and follow the progress of the delivery
Where available the application may also provide an in application communication feature
This feature is intended to facilitate communication between customers merchants and couriers regarding the order and delivery process
Users must use communication features only for legitimate purposes related to their orders
Harassment threats abusive language inappropriate content or any other misuse of the communication system is prohibited
Delivery fees are calculated according to factors that may include distance service area type of service and order circumstances
Standard delivery fees start from 800 Baisa and may reach 2 OMR depending on the distance service area and type of order
Actual delivery fees may vary from one order to another
The applicable delivery fee will be displayed to the customer before confirming the order according to the pricing system available within the application
The courier receives 90 percent of the delivery fee
SdRd retains 10 percent as an operational fee for providing and maintaining the delivery platform and the technology and services required to operate the delivery system
Customers are responsible for providing an accurate delivery location
If a customer enters an incorrect or inaccurate location and the courier is required to travel an additional distance to reach the correct location additional charges may apply
Additional charges may be calculated according to the additional distance traveled or the applicable service requirements
SdRd is not responsible for additional costs caused by an incorrect location provided by the customer
Customers should carefully verify their delivery location before confirming an order
Customers are responsible for providing complete and accurate information required to complete delivery
This includes
Providing an accurate location
Providing a valid telephone number
Providing a clear description of the delivery location
Providing a building or house number where applicable
Providing landmarks or additional directions when necessary
Responding to calls and messages from the courier
Being available at the delivery location
Receiving the order
Paying all applicable amounts
Any delay caused by the customer's failure to respond or failure to be available at the specified location may result in delivery delays or additional applicable charges
Merchants are responsible for preparing orders according to the information submitted through the application
Merchants are expected to
Prepare the requested products correctly
Verify quantities
Check the order before handing it to the courier
Package products appropriately according to their nature
Update order status when required
Hand the correct order to the assigned courier
Maintain accurate prices
Merchants must not increase the price of a product simply because the order was placed through SdRd
SdRd operates with relatively low merchant commissions with the objective of supporting local businesses and helping merchants maintain competitive prices for customers
Couriers are responsible for carrying out delivery services according to the order recorded in the application
Couriers are expected to
Collect the correct order
Verify the order number or required information when collecting the order
Protect the order during transportation
Use an appropriate route to reach the customer
Update the order status accurately
Contact the customer when necessary
Deliver the order to the specified location
Avoid unjustified delays
Couriers must not open use or interfere with the contents of customer orders
Couriers must also protect customer information and must not use customer information for purposes unrelated to completing the delivery
The application may provide an estimated delivery time
Estimated delivery times are not guaranteed delivery deadlines
Delivery times may depend on several factors including
Merchant preparation time
Number of orders being processed by the merchant
Distance between the merchant and customer
Road conditions
Traffic
Weather conditions
Courier availability
Technical issues
Unexpected operational circumstances
Delays may occur due to circumstances outside the reasonable control of SdRd merchants or couriers
SdRd will make reasonable efforts to minimize delays and facilitate delivery as efficiently as possible
When cash payment is selected the customer is responsible for paying the full applicable amount to the courier upon receiving the order
The amount may include
Product value
Delivery fee
Additional applicable charges
Customers should ensure that they are able to pay the required amount when the courier arrives
Refusing payment after the order has been prepared or after the courier has collected the order may constitute a violation of the application terms
Repeated refusal to pay may result in account restrictions suspension or termination
Customers may be able to pay electronically through the payment gateway available within the application
The final amount payable through the payment gateway will be displayed before the transaction is completed
Additional payment processing charges may apply depending on the payment method selected
These charges may include
1 percent when using Mal cards
2 percent when using Apple Pay
The applicable payment charges will be displayed to the customer through the payment gateway before the payment is completed
These charges may also be displayed within the SdRd order invoice in the future once this feature becomes available
The customer is responsible for payment processing charges applicable to the selected electronic payment method
Customers must not create fake orders or orders without a genuine intention to receive them
Customers must also not intentionally refuse to receive an order after the merchant has prepared it without a valid reason
If a customer refuses to pay or receive an order after preparation SdRd may take appropriate action
Such action may include
Account suspension
Temporary account restriction
Permanent account termination
Recovery of outstanding amounts where applicable
Restriction of future orders
Legal action where appropriate
Relevant incidents may be recorded in the customer's account to protect merchants couriers and the platform against repeated misuse
The delivery service must not be used to transport items prohibited by SdRd or applicable laws and regulations
Examples may include
Cash
Gold and jewelry
High value property
Official documents
Dangerous materials
Illegal or prohibited substances
Any other items prohibited by SdRd or competent authorities
Users are fully responsible for any violation arising from the contents of an order or parcel they request to transport
SdRd provides a dedicated parcel and personal delivery service through the Mishwar section
This service may be used to transport permitted parcels purchases and other eligible items according to the service requirements
The service starts from 1 OMR
The price may increase by 1 OMR for each additional kilometer depending on the distance and type of service
Customers must accurately disclose the nature of the parcel before handing it to the courier
SdRd is not responsible for the contents nature or value of parcels
Customers are responsible for ensuring that the contents of their parcels are legal and permitted for transportation
Couriers may refuse to transport any parcel that appears unsafe suspicious prohibited or unsuitable for transportation
The cost of transporting large or heavy parcels may vary according to their size weight nature and transportation requirements
SdRd or the courier may refuse to transport any parcel if its size weight or nature is unsuitable for the available vehicle or delivery service
Customers must provide accurate information regarding the size and nature of the parcel
If the actual parcel differs materially from the information provided the service fee may be adjusted or the delivery may be refused
Couriers are expected to take reasonable care of orders during transportation and deliver them in an appropriate condition
However certain products may naturally be affected during transportation particularly food products and items that are sensitive to temperature movement or handling
Merchants are responsible for using suitable packaging appropriate for the products before handing them to the courier
SdRd is not responsible for damage resulting from the nature of the product improper packaging by the merchant or incorrect information provided by the customer
If a customer requests a change of delivery location after confirming an order the request may be accepted depending on the status of the order and the courier's location
If the new location results in additional distance additional charges may apply
A location change may not be possible if the order has reached an advanced stage of delivery or if operational circumstances prevent the change
Customers should contact the courier or customer support as soon as possible if a delivery location needs to be changed
A delivery may become impossible due to circumstances beyond reasonable control
Examples may include
The customer not being present at the location
Inability to access the location
Incorrect address
Failure to respond to calls or messages
Road closures
Weather conditions
Technical failures
Security or operational circumstances
Each situation may be reviewed according to the actual circumstances of the order
The customer may remain responsible for the order value or applicable delivery charges when the failure to complete delivery results from information or actions attributable to the customer
SdRd provides a technology platform for organizing and facilitating orders and delivery services
SdRd is not responsible for
Product quality
Product ingredients
Product expiry
Merchant determined product prices
Damage resulting from inadequate merchant packaging
Incorrect information provided by customers
Unauthorized or prohibited parcel contents
Delays caused by circumstances outside reasonable control
Nothing in this section prevents a customer from submitting a complaint or requesting a review through the available support channels
Customers should contact SdRd support as soon as reasonably possible if they experience an issue with an order or delivery
SdRd may request additional information photographs or other relevant details to investigate the issue
Complaints may be reviewed based on the available information including order records delivery status communication records and other relevant information
SdRd will make reasonable efforts to resolve disputes fairly between customers merchants and couriers
SdRd reserves the right to modify or update this Shipping and Delivery Policy from time to time
Updates may relate to
Delivery fees
Distance calculation
Available services
Delivery procedures
Payment systems
The Mishwar service
Parcel requirements
Customer protection procedures
Merchant requirements
Courier requirements
The latest version published through the SdRd application or official communication channels will be considered the current version of this policy
Users are encouraged to review the policy periodically
Continued use of the application after an updated policy becomes effective constitutes acceptance of the updated policy to the extent permitted by applicable law
For questions complaints delivery issues or support requests customers may contact SdRd through
Email sdrd.store@gmail.com
Phone +968 7114 8977
Address Al Kamil wa Al Wafi Ash Sharqiyah South Sultanate of Oman
SdRd An Omani Local Delivery and Digital Services Platform
