Privacy Policy & Customer Agreement

1. Introduction & Scope

This Privacy Policy and Customer Agreement (“Agreement”) governs the relationship between Samarkand Food Market (“we,” “us,” or “the Store”) and any individual (“Customer,” “you,” or “your”) who creates an account, browses, or places an order through the Samarkand Food Market online platform, including our website and any associated mobile applications (collectively, the “Platform”).

By accessing or using the Platform, creating an account, or submitting an order, you acknowledge that you have read, understood, and agreed to be bound by this Agreement in its entirety. If you do not agree to these terms, you may not use the Platform.

Samarkand Food Market reserves the right to amend this Agreement at any time. Any updates will be posted on the Platform and will take effect immediately upon publication. Continued use of the Platform following any amendment constitutes your acceptance of the revised Agreement.

2. Customer Information We Collect

When a Customer creates an account, places an order, or contacts Samarkand Food Market through any channel, we may collect the following categories of personal and transactional information:

All information collected is limited to what is reasonably necessary to operate the Platform, fulfill orders, and provide customer support. Samarkand Food Market does not collect sensitive personal information beyond what is listed above.

3. How Customer Information Is Used

Customer information collected through the Platform is used exclusively for the following purposes:

• Creating and managing Customer accounts on the Platform
• Reviewing, confirming, and processing grocery orders
• Contacting Customers regarding order availability, approval status, or modifications
• Processing payments following order review and approval
• Preparing, packaging, and delivering Customer orders
• Sending order status updates, notifications, and delivery confirmations
• Responding to Customer inquiries and resolving support issues
• Protecting the safety and security of Customers, delivery drivers, and staff
• Preventing fraud, abuse, unauthorized access, or misuse of the Platform

Samarkand Food Market does not sell, rent, lease, or trade Customer personal information to any third party for marketing or commercial purposes. Information may be shared with third-party service providers solely as necessary to operate the Platform (e.g., payment processors, delivery partners), subject to confidentiality obligations.

4. Online Order Review Process

Samarkand Food Market operates an order review process prior to payment collection. This process is designed to ensure that all items in a Customer's order are available before any payment is charged.

The order review process proceeds as follows:

1. The Customer submits an order request through the Platform. No payment is collected at this stage.
2. The Customer will be notified: “We are reviewing your order and will get back to you within 5–10 minutes.”
3. Samarkand Food Market staff will review the order and verify item availability.
4. One of the following outcomes will be communicated to the Customer:

Payment is only processed after the Store reviews and approves the order, in full or in part, and the Customer confirms they wish to proceed.

5. Product Availability

Product availability on the Platform is subject to change at any time without prior notice. The display of a product on the Platform does not constitute a guarantee of availability. Final availability is confirmed only after the Store reviews and approves the submitted order.

Internal inventory quantities and stock levels are not displayed to Customers on the Platform. Inventory management is handled exclusively by Samarkand Food Market staff, administrators, and authorized personnel.

6. Sales, Returns, and Refund Policy

All online grocery sales through the Samarkand Food Market Platform are subject to our separate Refund and Cancellation Policy. Customers are strongly encouraged to review the full Refund & Cancellation Policy prior to placing an order.

As a general principle, Samarkand Food Market's online grocery sales are final. Due to the perishable, temperature-sensitive, and safety-regulated nature of grocery products — including but not limited to fresh produce, meat, dairy, frozen items, beverages, packaged food, prepared food, and special-order items — returned items cannot be re-sold, re-stocked, or redistributed once they have left the Store.

Refund eligibility is determined exclusively in accordance with the terms of the Refund and Cancellation Policy. Any exception to the standard no-refund policy is at the sole discretion of Samarkand Food Market and does not establish precedent for future requests.

7. Emergency Circumstances

In rare circumstances where a Customer believes a genuine emergency situation has arisen in connection with a delivered order, the Customer must contact Samarkand Food Market directly before visiting the Store or taking any further action.

Customers must not visit the Store in person regarding an order issue without first contacting us. When contacting the Store regarding an emergency, Customers should be prepared to provide:

• Order number
• Customer full name and registered phone number
• Date and time of delivery or pickup
• A detailed description of the emergency situation
• Photographic evidence of the issue, if applicable and available

Submission of an emergency inquiry does not guarantee a refund, replacement, exchange, or return. All emergency decisions are final.

8. Customer Conduct & Behavioral Standards

Samarkand Food Market is committed to maintaining a safe, respectful, and professional environment for all Customers, delivery drivers, and staff. All Customers are required to treat Samarkand Food Market personnel — including delivery drivers, customer support representatives, and in-store staff — with dignity and respect at all times.

Samarkand Food Market reserves the right to immediately cancel an active delivery, suspend or permanently terminate a Customer account, and refuse future service to any Customer who engages in prohibited conduct. In cases involving threats, violence, fraud, or criminal behavior, the Store reserves the right to report the incident to the appropriate law enforcement authorities.

9. Customer Delivery Responsibilities

Customers are solely responsible for ensuring that accurate and complete delivery information is provided at the time of order placement. Customers are specifically responsible for providing:

• A correct and complete delivery address
• A valid and reachable phone number
• A safe and accessible delivery location
• Clear and accurate delivery instructions
• Access to the building, apartment, gate, or delivery entrance
• Availability to receive the order during the scheduled delivery window, where required

Samarkand Food Market accepts no responsibility for delays, non-delivery, or order loss caused by incorrect customer-provided information, inaccessible delivery locations, customer unavailability, or blocked or unsafe access at the delivery address.

10. Order Fulfillment & Pickup Notice

Products purchased under a promotional offer or discount may carry a shorter remaining shelf life or expiration date than standard-priced products. Customers are advised to review expiration dates upon receipt of promotional items.

For in-store pickup orders, the Customer must present a valid government-issued photo identification and be prepared to sign for the order at the time of collection. To streamline the pickup process, Samarkand Food Market places a temporary authorization hold on the Customer's payment card at checkout; the final charge is applied only once the order has been collected. Should a refund become necessary, it will be processed within one (1) to three (3) business days, subject to the Refund & Cancellation Policy.

Customers must ensure that their delivery address and phone number are entered accurately and completely to ensure smooth and timely delivery (see also Section 9, Customer Delivery Responsibilities). For deliveries to an apartment or unit on the fifth (5th) floor or higher without functioning elevator access, Samarkand Food Market will deliver the order to the building lobby or another safely accessible common area.

Product prices displayed at the time an order is placed are estimates only. Final pricing reflects any discounts or promotions active at the time the order is prepared for pickup or delivery, which may differ from the price displayed at the time the order was submitted.

11. Payment Terms

• Payment is not collected at the time of order submission. Orders are subject to review and approval by the Store prior to any payment being charged.
• Customers will be notified when their order has been approved and payment is ready to be processed.
• Customers agree to complete payment using the approved payment method displayed on the Platform at checkout.
• An order will not be prepared, packaged, or dispatched for delivery until payment has been successfully and fully completed.
• Samarkand Food Market reserves the right to cancel any order for which payment is not completed within a reasonable time following approval notification.

12. Account Security

Customers are solely responsible for maintaining the confidentiality and security of their account login credentials, including their username and password. Customers must not share login credentials with any other individual.

Samarkand Food Market shall not be held liable for any unauthorized account activity, order placement, or data access resulting from a Customer's failure to protect their login credentials or from a Customer voluntarily sharing their account access with a third party.

13. Data Security & Retention

Samarkand Food Market takes reasonable and appropriate technical and organizational measures to protect Customer personal information against unauthorized access, loss, misuse, disclosure, or alteration. However, no data transmission over the internet or electronic storage system can be guaranteed as completely secure.

Customer data is retained for as long as is necessary to fulfill the purposes described in this Agreement, to comply with applicable legal obligations, and to resolve any disputes or enforce our agreements. Customers may contact us to request access to, correction of, or deletion of their personal data, subject to applicable law.

14. Agreement Acceptance

By creating an account, placing an order, or otherwise using the Samarkand Food Market Platform, the Customer confirms that they have read, understood, and agreed to this Privacy Policy and Customer Agreement in its entirety. This Agreement is incorporated by reference into the Samarkand Food Market Terms & Conditions and Refund & Cancellation Policy.