PRIVACY POLICY

General
Everything you want to know about 24gy, your account, addresses, being a seller with us, and more... 

My Account
I'm not able to login/receive OTP, what should I do?
"We request you to check if the number registered is correct and in the right format and to click on ""Resend OTP"" if the OTP is not received.

Please ensure that you are on the latest version of the App.

If the issue still persists, please contact our contact support team"

What is My Account?
My Account is the section on the 24gy app where you can see the details and tracking of your latest orders, saved addresses, saved payment methods, order history as well as update your contact details.

Can I add more than one delivery address in an account?
Yes, you can add multiple delivery addresses in your 24gy account. However, remember that availability of services and the respective stores are dependent on the delivery address you choose.
Can I have multiple accounts with same mobile number and email id?
Each email address and phone number can be associated with one 24gy account only.
Can I have different city addresses under one account and still place orders for multiple cities?
Yes, you can have different addresses saved under an account and can place orders for multiple cities.

Registration
I would like to be a seller on your application, what should I do?
Please contact our Seller Support on their number 80031444 - or drop an email to Partnerships@noon24gy.com
Or you can register your partnership by visiting this link: https://www.noon24gy.com/merchant/partner-with-us  

Order Related
Is there any minimum order value?
The minimum order value is dependent on each store and would be visible on the store's homepage and at the checkout.
What happens if item(s) that I ordered is not available/out of stock?
"Our aim is to ensure that all the item(s) from your order are fulfilled by our merchants however, due to certain uncontrollable factors; there is a possibility that some item(s) from your order might get cancelled. To handle such scenarios, we have introduced a “Replacement” process that would allow you to choose a suitable replacement from the options suggested by the merchant and avoid any unpleasant experience.

The merchants would try to share replacements for all the possible items, however, if there is no suitable option available, the merchant might cancel the item directly and proceed with processing the remaining items from the order. We send out an app notification and an email as well to keep you informed. 

As a part of the Replacement process, you would receive a notification on the App to review the suggested options and we allocate 15 minutes for you to make your decision by either selecting or rejecting those options. Post your action, the merchant would receive and process the updated order with the new items. Please note that the overall order value might either decrease or increase basis the selected replacement item. 

In case there is no response to the replacement request (via app notification), we will make reasonable effort to reach out to notify you to review the suggested replacements; however in case there is no action taken in the allotted 15 minutes or we are not able to reach you, the order will be processed without the replacement with the original item being cancelled. The final amount of the order would accommodate this change and you will be charged only for the items that we ship and deliver. "
When and how can I cancel an order?
"You can cancel an order on the 24gy app through the ‘Orders’ section.

For prepaid orders, our payment process allows us to charge you the amount at the time of shipping and not at the time of order placement hence the amount that we would charge you will be corresponding to the value of items that we ship and deliver. So in case, your entire order gets cancelled, we won’t charge you at all. "

How do I check which items were not available from my order? Will someone inform me about the items unavailable in my order before delivery?
You can track the status of all items in your order through the ‘Orders’ tab on the 24gy app. Yes, we send out an app notification and also an email in case there is any item(s) canceled by the merchant. For any replacement of items, you will be notified through the app and also by our customer service team

How do I check the current status of my order?
Once you’ve placed an order, you’ll be notified as your order progresses. To check the status, you can click on the 'Orders' tab on the 24gy app. You’ll be able to see the status of each item within your order.
Is it possible to order an item which is out of stock?
No, you can only order the products that are in stock. We try to ensure that only those products are listed on the 24gy app which are available with the merchant

Shipping & Delivery
Ever wondered how the nownow products reach you or what delivery options are available, everything is answered here.

Delivery Related
What are the time slots to schedule a delivery?
"There are no dedicated time slots. nownow app provides on-demand delivery service. Once the order is accepted, it will be delivered within the promised delivery time mentioned on the application.
"
What are the store timings on the nownow app?
Each store has it's respective operating hours and the availability of the store changes automatically on nownow app as per the timings. Orders received before store closure are fulfilled within the delivery promise.
What You Receive Is, what You Pay For?
At the time of delivery, we advise you to kindly check every item as in the invoice. Please report any missing item that is invoiced. As a benefit to our customers, if you are not available at the time of order delivery or you haven’t checked the list at the time of delivery you can contact our customer support team to report any missing items. This is applicable only for items that are invoiced.
Will someone inform me if my order delivery gets delayed?
We do our best to fulfill the orders within the promised time. However, a delay may occur due to a high influx of orders or other unforeseen circumstances. In such cases, we will notify you via a phone call from our customer support team and they will inform you about the status of your order
Do you deliver in my area?
You will be able to browse and check the availability of stores based on your saved address/area. Only those stores will be visible to you that deliver in your address/area. We are constantly working on expanding our services to cover as many areas as possible and be closer to serving you.
How do I change the delivery address?
You can change your delivery address from the nownow App. Click on the “Deliver to” dropdown on the top left corner of the app to select or add a new address. Changing the delivery address for an order is only possible before placing the order. If you want to change the delivery address (within the same zone) after the order is placed, please reach out to our friendly customer service team
How will the delivery be done?
We handle the delivery through our dedicated in-house riders for all the orders. Our delivery team is committed to ensuring a smooth and timely delivery for you
When will I receive my order?
Once you have placed an order, you will be taken to the order confirmation screen where you can see the expected time of delivery.
How are the fruits and vegetables packed?
Fresh fruits and vegetables are handpicked, cleaned, and packed in the respective merchant packaging (if available) and then into the nownow branded bags. We ensure hygienic and careful handling of all the products that you order

Payment
Interested in the payment methods (credit/debit/ApplePay) available on 24gy and card security, then this is for you.
Payment
What are the shipping fees?
The shipping fee is updated to $ 6 from $ 4 for all the orders effective 07th March, 2022
What is Service Fee?
"The service fee is 2% of your final order value with a minimum of $ 0.85 and capped at $ 1.8 and helps support the platform to improve the overall experience while covering operating costs, including adding new features, packaging costs and customer service.
"
What if one or more item(s) are cancelled from the order by the merchant, would I still be charged with the shipping fees?
If the merchant cancels any item(s) from the order, the shipping fee would be waived off and you would only be charged for the items we ship. In cases, where there is no cancellation in the order, one (or more items) are cancelled by you, or all the suggested replacements are accepted by you; shipping fee will be applicable.

Why am I being charged with 1 $ pre-authorization fee? How would it be refunded?
For us to save the payment method on your profile and to provide you with a seamless experience for all future orders, we pre-authorize your added payment method (ApplePay or Credit/Debit card) only once for an amount of 1 $, which will be reversed back immediately from our end and refunded back as per the bank’s policy in 7 to 14 working days. 
 

Would I be charged with 1 $ fee every time I place an order?
The pre-authorization fee of 1 $ would be charged only once when you save your payment method and post that all the subsequent orders would only be charged for the items that are shipped and delivered (after any cancellations or replacement adjustment) unless you change the saved payment method, in which case we would again pre-authorize the new card once for 1 $ to save it on your profile for future orders. 
If I pay by credit card how do I get the amount back for items not delivered?
"If we are not able to deliver all the item(s) from your order and some item(s) are cancelled by the merchant, there is no need to worry as you would be charged only for the items that were shipped. 

We don’t charge you when an order is placed. We will authorize and capture the amount only after the order is shipped. The amount for any replacement accepted for an item (it might be of a lower or higher value) or for any item that was cancelled by the merchant will be adjusted on the final order value and the payment authorization request would be initiated to your bank only for the delivered products. 

Your account/bank statement would reflect the amount charged for the items that were shipped.   

If you were charged incorrectly, please reach out to our customer support team and we will help you out to refund any extra charge. "
How can I add or delete my card info from the 24gy account?
"Adding a new payment card:
You are required to save a payment method (ApplePay or Credit/Debit card) on your account (saved securely by the payment provider) under the payment methods section in My Account. You can save only one payment method to place an order.

We would pre-authorize your card only once for an amount of 1 $ (which will be reversed back immediately from our end and refunded back as per the bank’s policy in 7 to 14 working days) to save it on your profile. Once the card is authorized, the saved payment method would be used for all future orders by default.

If you want to add another card, the existing saved payment method would have to be deleted and we would again pre-authorize the new card once for 1 $ to save it on your profile for future orders.

Deleting a payment card:
Open the 24gy app, and go to the 'Account' tab. Click on the ‘Payment Methods’ tab to view the saved payment method. Choose the ‘Change card’ or ‘Delete’ button to remove the saved card from your profile.

You will not be able to update (delete/change) your payment method if your current order is being processed. It can only be done once your current order is shipped."
Are there any other charges or taxes in addition to the price shown? Is VAT added to the invoice?
The shipping/delivery fee and the merchant invoices are inclusive of VAT (as per the UAE regulations).
What are the modes of payment?
You can pay for your order on the 24gy app using the following modes of payment: Credit and Debit cards (VISA / Mastercard). We also support ApplePay.

 

Return & Refund
Want to know about cancellations, returns, and refunds or what to do if the item is not as per the expectation, have a quick look here.
Return & Refund
How will I get my money back in case of a cancellation or return?
"Cancellation:- Our aim is to ensure that all the item(s) from your order are fulfilled by our merchants, however, due to certain uncontrollable factors; there is a possibility that some item(s) from your order might get cancelled. Our payment process allows us to authorize and capture the amount at the time of shipping and not at the time of order placement hence the amount that we would capture from you will be corresponding to the value of items that we ship and deliver. 
 
Return:-  As soon as the order or item(s) from your order are picked up by our team, we initiate the refund of your order/item(s) and the amount will reflect in your source card/bank account within 7-14 working days (depending on bank's policy).  "
What do I do if an item is defective (broken, leaking, expired)?
In case you are not satisfied with an item(s) received; you can return it to the delivery personnel at the time of delivery or you can also contact our customer support team

 

Customer Related
As a customer of 24gy, we think you should read these articles; they will make you a smarter shopper.
Customer Related
What is the warranty policy for electronic items?
"1. All electronic products would have one year warranty by default. We would request you to please keep the original box of the item and store bill/receipt of the purchased product.

2. In case, you want to return/exchange a product, please reach out to our customer support team or simply visit the store so that the product can be inspected for further processing."
 

How do I get my favorite neighbourhood Specialty store listed on 24gy?
You can write to partnerships@noon24gy.com for all suggestions related to new stores. We will work extra hard to get the store listed on 24gy and have the products from that store available to you.

For pharmacy stores, will I need to provide prescriptions when purchasing certain items?
"The items available on pharmacy stores are only “over the counter” non-prescription items.
"
How do I raise a claim with customer service for any of the Guarantees - Delivery Guarantee, Quality Guarantee?
If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer support team with details of your order as well as the issue you faced.

How do I contact customer service?
All our customer inquiries are now handled through chats and emails. Kindly chat with us through the 24gy App or drop us an email at care@noon24gy.com and we will be happy to assist you.

 

Promotions
Watch out this space for some additional discounts! We would advise you to read the terms and conditions carefully.
Singles Day Competition
"Competition:

To enter the competition:
1) Like our post on Instagram
2) Tag 3 friends
3) Follow the 24gy page

Terms and conditions:

1. One winner will be selected from the entire promotion period (11th November 2022 till 14th November 2022)
2. Win a voucher worth $ 111 which is valid till 31st of December 2022
3. The minimum order value must be more than $ 111.01 to avail the code and the code is valid only once per user
4. Winner will be announced & tagged on our Instagram post and would be notified at the end of the promotion period. 24gy team will reach out to the winner by 15th November 2022
5. Winner must be based in Dubai, Abu Dhabi, Sharjah or Al Ain

6. The voucher cannot be combined with any existing offer/promotion during the competition period"
Promotions
"Terms and conditions:

Offer is valid from 1st November 2022 to 30th November 2022.
Offer is valid on a maximum of 4 orders during the promotion period.
The 25% discount offer is up to $ 50 per order.
This offer is applicable only when the coupon code ADCB25 is applied and paid with a ADCB Credit or Debit Card.
The discount is applicable only on minimum order of $ 50.
This offer will not apply when you pay via Apple pay.
The offer cannot be combined with any existing offer/promotion during the campaign period.
For any further queries, please feel free to reach out to our chats support through the 24gy App or drop us an email at care@24gy.com, we are available throughout the week on all seven days from 7:30 AM to 12:30 AM."

Refer & Earn
Refer a friend and get rewarded

Refer & Earn
What is 24gy“ Refer and Earn” Program?
It is a program through which you introduce your friends to 24gy and you both get rewarded. 

How to Participate?
You will find your unique referral code in the Refer & Earn banner on the home page of the App or in the Refer & Earn tab on your 24gy Account.
Simply share this referral code with your friends who are new to 24gy. They will get 25% off up to $ 25 when they make their first purchase and you would get an email with a coupon code (25% off up to $ 25) on your registered 24gy email the day after their order is delivered.
Terms & Conditions
"When using the 24gy Refer & Earn program, the referrer will receive a 25% discount coupon code to be redeemed on 24gy only, when referring a friend. The referee will get a 25% off coupon code (up to $ 25) on his/her 1st purchase. The referrer and referee must adhere to the requirements outlined below in order to take part in the program.

Please note the referrer (person recommending their friend to use 24gy) will receive the coupon code only when the referee (the person who's being recommended to 24gy) is a new customer who has never shopped on 24gy before and must reside in the UAE. The referee needs to enter the referral code at the time of sign-up in the “Referral code” field."
What is the expiry of the Referral coupon code?
"The referral coupon code (25% off up to $ 25) is valid until 60 days from the date it was added to the account and it would be applied automatically to your first purchase.
The referrer would also get a coupon code (25% off up to $ 25) for every successful delivery of the referee's order on his/her email which would also be valid for 60 days from the email receipt date."

24gy Plus
The Subscription offers free deliveries to its members. Save more with every order placed!
General
What’s 24gy Plus?
"24gy Plus is a subscription that gives you free deliveries for orders on 24gy. As an introductory offer, the subscription allows unlimited deliveries for the subscribed period.
"
How can I get 24gy Plus?
"You can subscribe to 24gy Plus by following these simple steps:-

Go to My Account → 24gy Plus
Select the plan that suits your needs
Checkout and enjoy free deliveries "
What are the available Subscription plans?
"We have 2 subscription plans for our customers. Effective 12th Mar, 2022 our limited-time introductory offer has ended.

1-month subscription - $ 39
3 months subscription - $ 99
For a limited period, we are offering a 7-day free trial which can be cancelled anytime during the 7-day period; post which you would be enrolled into the selected subscription plan.

Note: The Subscription fee once paid, is non-refundable.
"