Masar Terms of Use

Effective date: 2026-11-16, and for new users from its publication on 2026-11-09 — Version 7

Accepting these terms

These terms are a binding agreement between you and the operator of the Masar app. The app is currently operated by its founder, Hussam Khaled, until the operating entity is formally registered. The app and its operator are called «Masar» or «we» below. By creating an account or using the app, you confirm that you have read and agreed to these terms and to the Privacy Policy. If you do not agree, do not use the app.

Definitions

Merchant: a shop owner, or someone acting for the shop, who posts delivery orders.
Captain: an independent delivery driver whose account we have approved, who accepts and carries out orders.
Customer: the person who receives the goods, who may not be a user of the app.
Order: a delivery request the merchant writes as free text, with a delivery fee, a pickup area and a drop-off area.

What the service is

Masar is an online marketplace that only connects merchants with captains. It does not deliver anything itself, owns no vehicles and does not employ captains.
A captain works on his own account. He is not an employee or agent of Masar, and no employment or subordination relationship arises between them.
The delivery agreement is formed directly between the merchant and the captain when the order is accepted, and Masar is not a party to it.
Masar is not a party to the sale of the goods or to the money for the goods. The goods money and the delivery fee are settled directly between the merchant, the captain and the customer, and Masar neither receives nor guarantees either of them, including when the order says the captain pays the shop for the goods and then collects that amount from the customer.
We do not guarantee that any order will be accepted, or that a captain will be available at a given time or in a given area.
The service is for delivering goods only and must not be used to transport passengers.
The service covers the areas shown in the app within the Kingdom, and this list may change.

Money between the merchant and the captain

Masar does not receive the money for the goods, the delivery fee or any other amount exchanged between the merchant, the captain and the customer, and does not hold, transfer or guarantee it. Every amount between you is paid directly, by hand or in the way you agree, at the sole responsibility of the people concerned.
If an order provides that the captain pays for the goods, we advise the merchant to receive the full amount from the captain before handing over the goods, and we usually send the merchant a reminder of this when the order is accepted.
If the merchant agrees to hand over the goods before receiving their money, to let the captain pay later once he has collected from the customer, or to be paid by transfer or in any other way, that is the merchant's free choice and the merchant alone bears its outcome.
Masar is not liable for any amount the captain did not pay the merchant, or the customer did not pay the captain or the merchant, nor for any shortfall, difference or loss in these amounts, and is under no obligation to compensate anyone for them or to pay them on anyone's behalf. The commission wallet balance and the «My earnings» balance are not a guarantee for any of them.
If Masar ever pays any party an amount, it does so of its own will for that case alone. It is not an admission of any liability or a commitment to do so again, and we record it on the account of whoever received it. Repeated complaints of this kind from the same person lead us to review their account, which we may suspend if the complaints turn out to be untrue.
In a dispute over money we help in good faith with what we have, without being bound to any outcome: we review the report, the order's record, the captain's route and the delivery confirmation, may suspend the account at fault, and give the records to the competent authorities, such as the police and the courts, when they ask. The person owed keeps the right to claim the amount directly from the other party through legal channels.

Eligibility and your account

You must be at least 18 years old and have full legal capacity.
You sign in with your phone number and a verification code sent to you by SMS. You are responsible for protecting your phone and the code, and for everything done through your account.
Your data must be accurate and complete, and you must update it when it changes.
One phone number may hold both the merchant and the captain role, but an account may not accept an order it posted itself.
You may not share your account with anyone or transfer it, and you may not open another account to get around a suspension or a restriction.
You agree to receive the notifications the service needs (orders and their status, the wallet and the account) and messages from the Masar team about the service; you can turn update notifications off in the app's settings.

Merchant obligations

Our team reviews every new shop and may call you to check it before you can post orders; we may approve or reject it, giving the reason.
Set the shop's location from your device while you are inside it — its area is found from it — or say that it has no fixed place and choose the pickup area with each order. The shop's details must be accurate.
Write the order clearly and honestly, choose the pickup and drop-off areas from the area list, and set a delivery fee no lower than the minimum and no higher than the maximum shown in the app (the minimum is currently 2.000 Jordanian dinars).
The suggested prices the app shows are a guide only: you set the delivery fee of each order; Masar does not bind you to them and does not guarantee an order will be accepted at them.
Post only genuine orders for lawful goods. You are responsible for the contents of what you hand to the captain.
Do not put phone numbers in the shop name. Phone numbers in the order text are hidden from the market and are shown only to the captain who accepts the order.
Obtain the customer's consent to share his name, number and address with the captain for the delivery, and do not write data the delivery does not need.
Prepare the order and hand it to the captain at the agreed time, and honour the delivery fee as stated in the order.
Rate the captain who delivered your order honestly and fairly, within 7 days of the delivery.
If your order shows a delivery code (it also comes in the order-accepted notification), send it to the customer: the captain asks the customer for it at the door and cannot finish the order without it. Never give the code to the captain, even if he says the customer lost it: give it to the customer.
You may edit or cancel an order as long as no captain has accepted it. Once accepted it cannot be edited. If you cancel it before pickup, the commission is refunded to the captain automatically and the cancellation is recorded against you. After pickup, cancellation is possible only through support.
An order nobody accepts expires after the time shown in the app (currently 2 hours), and you can post it again.
We may limit the number of orders open at the same time, especially for new merchants.

The «Verified shop» badge

We may give the «Verified shop» badge to a shop whose activity our team has checked, for example genuine orders that captains picked up and delivered. We give or remove it at our discretion, without the merchant asking.
The badge is removed automatically if the shop changes its name or area, until our team reviews it again.
The badge is not a guarantee by Masar of the merchant's conduct, goods or orders; checking the goods remains the captain's responsibility.

The «Masar partner» program and shop earnings

«Masar partner» is an optional program in which we give a shop a share of our commission on the orders that are delivered. It creates no legal partnership, employment or agency between you and Masar.
An approved shop may apply from the app after the number of delivered orders shown there (currently 3). Our team reviews the request and accepts or refuses it with the reason; a shop may apply again after the period shown in the app (currently 7 days). An accepted request gives the shop the «Verified shop» badge.
For every order delivered after its partnership was accepted, a partner shop earns a share of the delivery fee at the rate shown in the app (currently 6%, half of Masar's commission), rounded to the nearest fils, and never more than the commission the captain actually paid. A 3.000 dinar fee gives a 0.180 dinar share. Orders delivered before the partnership was accepted earn nothing.
The rate is fixed on the order when it is posted, and the share is added to the «My earnings» balance about a minute after the delivery. A cancelled, expired or undelivered order earns nothing, and neither does an order whose commission was refunded to the captain.
Withdrawals: the whole «My earnings» balance is withdrawn, once a week (Sunday to Saturday, Amman time), once it reaches the minimum shown in the app (currently 0.500 dinar), by a CliQ transfer to the account you give with its holder's full four-part name. We usually transfer within two working days after reviewing it; if the name does not match the CliQ account or the transfer fails, the money goes back to your balance. You are responsible for the account details; we are not liable for a transfer made to the details you entered.
We may review the orders behind the shares before the transfer, hold the withdrawal during the review, and cancel and deduct the share of any order shown to be fake, fraudulent or arranged with a captain.
If the shop changes its name or area, the partnership is paused with the badge until our team reviews it: no shares are added and no withdrawal is allowed meanwhile.
If we remove the shop's verification for breaking these terms or for fraud, or if the account is suspended for good for a breach, the partnership ends and the «My earnings» balance and any withdrawal not yet transferred are forfeited, unless the law requires otherwise, and the shop may apply again only after the period shown in the app. Deleting the account forfeits the balance too.
The «My earnings» balance is separate from the captain's commission wallet: no commission is paid from it and it cannot be transferred to another user.
We may change the rate, the program's conditions or stop it for new orders after telling shops in the app, without affecting shares already earned.
You are responsible for your tax and legal obligations on what you receive from the program.

Captain obligations

Provide accurate and valid data and documents: your name and vehicle type, a selfie, your national ID, a driving licence suited to the vehicle, a photo of the vehicle, the vehicle's registration, and a recent certificate of no criminal record. We review your application manually and may approve or reject it. You cannot accept orders before approval.
Keep the vehicle licensed and insured as the law requires, and obey the traffic laws.
Carry out the order yourself, with the registered vehicle, and do not let anyone else carry it out in your name.
Accept only what you can carry out. An order goes to the first captain who taps «Accept», and you may not hold more active orders than the number the app allows.
Contact the shop after accepting an order to learn its exact location, and the customer after the pickup to learn the exact drop-off place.
Take care of the goods, deliver them as you received them as soon as reasonably possible, and update the order status in the app. The pickup or the delivery cannot be confirmed before the time shown in the app has passed since accepting (currently two minutes).
If your vehicle breaks down during an order, report it in the app: the order goes back to the market so that another captain collects it from you where you are if you have the goods, and you remain responsible for the goods until you hand them over. The commission comes back for breakdowns up to the limit shown in the app (currently once a day).
Share your location while you carry out each order you accept, from accepting it until it is delivered or cancelled, and after a breakdown with the goods until another captain collects them, even when the app is in the background (from app version 1.0.7), and do not stop or tamper with it before the delivery. Accepting orders depends on it. The merchant who posted the order sees your last position and the Masar team sees your route; we look back at it in any dispute or report, and give it to the competent authorities when they ask or when a crime is suspected.
If the app asks you for the delivery code, ask the customer for it at the door and enter it to confirm the delivery. In every case, you may not confirm the delivery of an order that did not reach the customer.
Merchants rate you after each order you deliver. Your average rating and the number of ratings show to every merchant whose order you accept, and we may suspend a captain whose rating is low or who gets repeated complaints.
Use phone numbers and customer data only for the delivery, and do not keep, share or use them afterwards.
You may refuse to carry any item you suspect is prohibited, and inform us.
You are responsible for your own tax and legal obligations as an independent worker.

The commission and the commission wallet

Masar charges the captain a commission at the rate shown in the app (currently 12%) of the delivery fee only, not of the price of the goods, rounded to the nearest fils. A fee of 4.000 dinars means a commission of 0.480 dinars. Merchants pay Masar no commission or subscription.
The commission rate is fixed on the order when it is posted. We may change the rate for new orders after notifying users inside the app.
The commission is deducted from the captain's wallet at the moment he accepts the order. If the balance is not enough, the acceptance fails and nothing is deducted.
The wallet is topped up by a CliQ transfer to the account shown in the app, followed by uploading a photo of the receipt. An admin confirms the top-up after matching it against the bank statement. The top-up limits shown in the app apply (the minimum is currently one dinar), and a transfer reference number can be credited only once.
The captain's wallet balance is commission credit only. It cannot be withdrawn, refunded as cash or transferred to another user, unless the law requires otherwise.
We may grant gift credit or make a correction to a wallet, always stating the reason, and it appears as a separate entry in the wallet history.
Uploading a forged receipt or using a transfer that is not yours leads to suspension of the account and cancellation of the related credit, and may expose you to legal action.

Cancellations and commission refunds

The periods and limits below are the ones currently in force. What the app shows at the moment the order is accepted is what applies:

If the captain undoes the acceptance within 2 minutes, the order returns to the market and the commission is refunded to his wallet, up to 3 times a day. After that, the order still returns to the market but the commission is not refunded.
If the captain withdraws after 2 minutes and before pickup, the order returns to the market and the commission is not refunded.
After pickup, an order cannot be cancelled in the app, only through support.
If the merchant cancels the order after it was accepted and before pickup, the commission is refunded to the captain automatically.
An admin may cancel any open order and decide whether or not to refund the commission to the captain.

Prohibited goods

It is forbidden to post, accept or deliver:

Any goods that Jordanian law forbids selling, possessing or transporting.
Weapons, ammunition and their parts, explosives and fireworks.
Narcotics and psychotropic substances, and medicines that require a prescription or a licence, except as the law allows.
Hazardous, flammable or toxic materials.
Stolen, counterfeit or smuggled goods.

Prohibited conduct

Posting fake or test orders, or orders meant to annoy.
Accepting an order and then undoing it to obtain phone numbers or to manipulate the market.
Abusing, threatening or harassing anyone.
Impersonating others, or submitting forged documents or false reports.
Using the data of users or customers for anything other than the delivery.
Trying to hack or disrupt the app, or using automated software to accept orders or collect data.
Getting around the commission calculation or manipulating the wallet.
Stopping or faking your location sharing during an order, confirming the delivery of an order that did not arrive, or taking the goods or their price. This may lead to the account being suspended for good and your data and route being given to the competent authorities.

Reports

The captain who accepted an order may report the order or the shop for «Fake order» or «Nobody came or nobody answered», or describe the problem in his own words («Something else»).
The merchant may report the captain who accepted his order for «The captain does not answer» or «Delay in picking up the order», or describe the problem in his own words («Something else»).
For each order and each reported person, one report is accepted while the order is under way and one more after it is delivered, between the shop and the captain who delivered it, in which you describe what happened in your own words (from app version 1.0.7). Our team reviews them.
If a captain's report is upheld, his commission may be refunded and the merchant's account may be suspended. If a merchant's report is upheld, the captain's account may be suspended.

Suspension and termination

We may reject a captain's application, suspend any account temporarily or permanently, or remove any order, when these terms or the law are breached, when incorrect data is provided or reports are upheld, or to protect the safety of users.
On suspension, the merchant's orders are withdrawn from the market and the captain cannot accept new orders. You may object by contacting us.
Any other account registered on a device previously used with a suspended account is suspended automatically, and the phone number of a suspended account that was deleted cannot sign up again; the owner may object by contacting us.
On a permanent suspension for breaching these terms, you lose the right to the wallet balance, unless the law requires otherwise.

Deleting your account and the wallet balance

You may end your relationship with us by deleting your account in the app, or by a request on our website, after finishing any order in progress and once any top-up awaiting review is settled.
Deleting the account is final: neither the account nor any of its data can be restored afterwards.
By deleting the account you lose, for good, any balance left in the captain's wallet — from top-ups, gifts or corrections. It is not refunded in cash, not moved to any other account and not restored, even if you sign up again with the same number, unless the law requires otherwise. So use your balance before deleting your account.
Deleting the account also forfeits a partner shop's «My earnings» balance, so withdraw your earnings first. An account with a withdrawal waiting for the transfer cannot be deleted until it is settled.
On deletion we delete your data or unlink it from you as the Privacy Policy explains, except what the law requires us to keep or what we need to protect users.
We keep an encrypted copy of the data that identifies your account and of your documents for one year from the deletion, for legal purposes (fraud prevention, disputes and requests from the competent authorities). Only the operator of the app can open it, and it is then deleted permanently, as the Privacy Policy explains.

Content and intellectual property

You are responsible for the texts, photos and data you provide, and you grant us a non-exclusive permission to display them as far as needed to run the service. We may remove any content that breaks these terms.
The name «Masar», its logo, the app's design and its software belong to the operator and may not be used without written permission.

Limitation of liability

The service is provided as it is and as available. We do not guarantee that it will work without interruption, and notifications may be delayed or not arrive.
The review of captain documents and the review and verification of shops are manual steps to reduce risk. They are not a guarantee of any captain's or merchant's conduct.
As an intermediary, we are not responsible for the goods, their quality, lawfulness or price, for their damage, loss or late delivery, for accidents, for non-payment of the fee or the goods money, or for the conduct of users and customers.
We are not liable for indirect damage or loss of profit. To the extent the law allows, our liability to you does not exceed the total commission you paid us in the 3 months before the claim, or 50 Jordanian dinars, whichever is greater.
Nothing in these terms releases us from liability for fraud, gross negligence, or anything that by law cannot be excluded.

Indemnity and disputes between users

You agree to compensate us for any claim, loss or reasonable expense arising from your breach of these terms or of the law.
Disputes about the goods, their price or the delivery fee are settled directly between the parties to them. Our support team may help in good faith, without being bound to any outcome (see «Money between the merchant and the captain»).

Changes to these terms

We may change these terms, or the periods, limits and rates in them. We will notify you inside the app of any material change at least 7 days before it takes effect, unless the change is required by law or by urgent security reasons.
A change to the commission rate does not apply to orders posted before it.
Continuing to use the app after a change takes effect means you accept it. If you do not agree, you may delete your account.

Governing law and jurisdiction

These terms are governed by the laws of the Hashemite Kingdom of Jordan, and the courts of Amman have jurisdiction over any dispute arising from them.

General provisions

If any provision of these terms is held invalid, the remaining provisions stay in force.
We may transfer this agreement to the operating company once it is registered, or to any entity that succeeds us, and we will notify you.
These terms were issued in Arabic. If the Arabic text and this English translation differ, the Arabic text prevails.

Contact us

Operator: Hussam Khaled, founder of the Masar app (until the operating entity is formally registered)
Address: Hashemite Kingdom of Jordan
Email: support@maasarjo.com