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Terms and conditions

These Terms and Conditions govern your use of the Kenooz online store on the website kenooz.co and the customers' app, and your purchase of the pieces offered there. They also govern the use, by authorised users, of the staff app "Kenooz Control" and the drivers' app "Yalla Box". They are read together with the Privacy Policy and the "Returns and Warranty" page, both of which form an integral part of them. Purchases made directly in the shops are governed by their invoice and by the law.

Last updated: 16 October 2026

Please read these terms carefully before using the store or placing any order. Nothing in these terms prejudices or reduces the rights granted to consumers by the Consumer Protection Law promulgated by Law No. 181 of 2018 and its Executive Regulations.

1. Definitions

Wherever used in these terms, the following words and expressions have the meanings set against them unless the context requires otherwise:

  • Kenooz ("we"): the entity that owns the trademark and operates the online store and the apps.
  • Shop: any of the shops operating under the Kenooz brand; they are independent businesses, each with its own books and accounts.
  • Selling Shop: the shop that holds the piece sold, concludes its sale and issues its invoice in its own name.
  • Store: the website kenooz.co and the customers' app, which show in one catalogue the pieces available in the shops.
  • Customer ("you"): anyone who uses the Store or places an order through it.
  • Piece: any product offered in the Store, including gold jewellery, gold bars and coins of various karats, silver, diamonds and gemstones.
  • Order and Order Part: the Order is the purchase order you place through the Store; an Order Part is the share of it belonging to one Selling Shop, where the Order includes pieces from more than one shop.
  • Gram Price: the price of a gram of the metal for its karat, as set by the Store during the day following the market price.
  • Handover Code: the code of the Order sent to you, against which alone the piece is handed over.
  • "Yalla Box": the brand's delivery service and its drivers' app.
  • "Kenooz Control": the shop management app for shop staff and owners; its provisions in these terms also apply to the shops' web dashboard.
  • Authorised User: a staff member, owner or driver for whom the employer has created an account on one of the two apps above.

2. Acceptance and electronic contracting

  1. By using the Store, creating an account in it or placing an order through it, you acknowledge that you have read and accepted these terms. If you do not accept them, you must not use the Store.
  2. Creating an account, confirming an order, approving a re-pricing, entering a verification code, giving the Handover Code, and any other act you perform through the Store are an explicit electronic expression of your will with full legal effect. Electronic writing, documents and records have the evidential force given to them by the Electronic Signature Law No. 15 of 2004, its Executive Regulations and the general rules of evidence.
  3. The electronic records the system keeps of orders and their stages, payments, deliveries and correspondence are evidence of their contents unless the contrary is proven.
  4. Parties to the sale: the sale of each piece is concluded between you and the Selling Shop named on the invoice. Kenooz operates the Store, displays the catalogue, receives orders and organises delivery. This does not prejudice any liability the law places on Kenooz as operator of the Store.
  5. Order of documents: the specific terms of an offer, coupon or programme apply to their subject; the "Returns and Warranty" page applies to returns, exchanges and warranty; then these terms. In all cases, the provision more favourable to the consumer applies where a mandatory rule of law so provides.

3. Eligibility and capacity

  1. Buying through the Store is limited to persons who have reached the age of majority, are of sound mind and are not under interdiction. Under the Egyptian Civil Code, majority is twenty-one full Gregorian years.
  2. A person lacking full capacity may buy only through their guardian, custodian or legal representative; the order is then placed in the representative's name and from their account.
  3. By placing an order you confirm that you have the required capacity. If we establish that you lack it, the order may be refused or cancelled, with a full refund of anything paid.
  4. The services are not directed at children.

4. The account and its security

  1. An account is required to place an order. It is created with a mobile number and a verification code sent by SMS or WhatsApp, with an e-mail address, or by signing in with Google or Apple.
  2. You must provide true and complete data and update it when it changes, especially your mobile number and address, as verification codes and the Handover Code are sent to them and shipments are directed to them.
  3. The account is personal. You must keep your password and verification codes confidential and not let others use your account. You are responsible for what is done through it, unless it results from our fault.
  4. You must tell us at once of any unauthorised use of your account. You can see the devices signed in to it and end the session of any of them from the profile page.
  5. We may refuse to create an account or suspend it under section 19.
  6. You may delete your account at any time as set out in the Privacy Policy, subject to what the law requires to be kept.

5. Pieces, photos, weights and the hallmark

  1. The Store offers pieces held by different shops, and a piece is usually unique. Its display is subject to availability, and it may be sold in the shop before your order is accepted, in which case the order, or the part of it concerning that piece, is refused and what you paid for it is refunded.
  2. We take care that each piece's description is accurate as to metal, karat, weight and stones. The data stated in the piece's description and on the invoice prevails.
  3. Photos are illustrative: colours and fine details may differ from reality because of lighting, photography or screen settings. Such a difference alone is not a defect as long as the piece matches its description.
  4. Weights: pieces are weighed on calibrated scales, and the weight stated on the invoice is the one used to compute the price.
  5. Hallmark: pieces carry the hallmark of the Egyptian Assay Office (the Stamping and Weights Authority) where the law requires it.
  6. Diamonds and gemstones: their specifications are stated in the piece's description, or in its certificate if there is one.
  7. Neither the display of pieces and prices nor any content in the Store is investment advice or a forecast of metal prices.

6. Prices and market moves

  1. Prices are in Egyptian pounds. Before you confirm an order, its summary shows the price of each piece, the shipping fee, any discount and the total to be paid; taxes are shown on the invoice as the law requires.
  2. Gold and silver: their prices follow the market and change during the day. A piece's price is the Gram Price of its karat multiplied by its weight, plus the making charge and the value of any stones, rounded to the nearest pound; any announced discount on the piece is shown on it.
  3. Diamonds: some pieces may be priced in US dollars and shown in Egyptian pounds at the exchange rate the Store uses that day; payment is in Egyptian pounds.
  4. Price hold: when an order is placed, its price is held for a limited period set by the Store.
  5. Re-pricing: if, before the shop accepts the order, the market moves by more than a percentage set by the Store, the order may need to be re-priced. We will then tell you the new price, and you may either accept it or cancel the order at no cost, with a full refund of anything you paid. No new price binds you without your approval; if you do not approve it before the acceptance period in section 7 ends, the order may be cancelled automatically with a refund of what you paid.
  6. Once the Selling Shop accepts the order or its part, the price of the accepted pieces is final and is no longer affected by market moves, up or down.
  7. Obvious error: if a price or description shows an obvious clerical error, such as a technical error in the Gram Price or the weight, the shop may refuse the order before accepting it. If the error is found after acceptance, you will be given the choice between completing the purchase at the correct price or cancelling the order with a full refund of what you paid.

7. The order, its acceptance and cancellation

  1. Formation of the sale: the display of pieces and their prices in the Store is not a binding offer but an invitation to deal. The order you place is your offer, and the sale is concluded only when the Selling Shop accepts it. A notice that the order has been received is not an acceptance.
  2. Split orders: if an order includes pieces from more than one shop, it is split into parts, each handled by its own shop, which accepts or refuses its part independently and issues its invoice in its own name. Some parts of the order may therefore be accepted and others not.
  3. Acceptance period: the shop accepts or refuses the order within a number of hours set by the Store; if it is not accepted within that period, it may be cancelled automatically. We will tell you of the acceptance, refusal or cancellation, and anything you paid for a part not accepted is refunded in full.
  4. Grounds for refusal: the shop may refuse the order or a part of it for a legitimate reason, such as the piece being unavailable, an obvious error in price or description, inability to verify the payment or the identity where needed, a suspicion of fraud, or inability to deliver to the address.
  5. Cancelling before acceptance: you may cancel the order from your account before it is accepted at no cost, with a full refund of anything you paid.
  6. After acceptance: a wish to withdraw from the purchase is governed by section 10, the "Returns and Warranty" page and your statutory right to withdraw from a distance contract.
  7. Your invoices are available in your account once issued.

8. Payment

  1. Online payment: cards and e-wallets are paid through a licensed payment gateway, currently Fawaterk. Card details are entered directly with the gateway; we neither see nor store the full card number. The payment is subject to the terms of the gateway and of the issuer of the payment method. If a payment is not completed, the price is not considered paid.
  2. Cash on delivery: cash on delivery may be offered when the Store enables it, within the limits and areas it sets, and the full amount is paid on delivery.
  3. Other payment methods may be offered as shown by the Store at checkout.
  4. Paying the price of the order by one of the methods offered in the Store discharges you towards the Selling Shop, even if the payment is received by another Kenooz shop or by a collecting party on its behalf.
  5. Coupons: each coupon has its own conditions, such as its validity period, minimum order, scope (all pieces, a metal or a given kind) and number of uses. A coupon cannot be exchanged for cash. If the order is refused or cancelled, the coupon's use in it is not counted. The coupon discount is taken into account when refunding the value of any piece.
  6. Refunds: amounts due to you are refunded to the original payment method where possible, or by the method stated on the "Returns and Warranty" page or agreed with you. We start the refund within the period set by law; banks and issuers of payment methods may take additional time for the amount to appear in your account.
  7. We may ask to verify your identity where the law requires it, including the Anti-Money Laundering Law promulgated by Law No. 80 of 2002. We may also ask to verify the payment method, or cancel the order with a refund of what was paid, if there is a serious suspicion about the integrity of the payment.

9. Delivery, collection and passing of risk

  1. Ways of receiving: delivery is made by the brand's delivery service "Yalla Box", or by collection from the branch where available.
  2. Shipping fees: they vary with the delivery area and are shown before you confirm the order; shipping may be free for orders above an amount announced by the Store.
  3. Delivery times: we aim to deliver on the date shown or agreed. If delivery is unjustifiably delayed, you may ask to cancel the undelivered part of the order and recover what you paid for it, without prejudice to your statutory rights.
  4. Handover Code: the piece is handed over only against the order's Handover Code. You must keep the code confidential and give it only to the driver on delivery or to the branch on collection. Whoever gives it at the place of delivery is deemed authorised by you to receive the piece, unless a fault on our side is proven. Proof of identity may be requested where the law requires it.
  5. Inspection on receipt: we advise you to check the parcel and its seal before giving the Handover Code, to refuse it if it shows signs of tampering, and to tell us at once. This does not prejudice your rights under section 10.
  6. Proof of delivery: the driver may take a photo proving the delivery.
  7. Passing of risk and ownership: the risk of loss of or damage to the piece passes to you on its handover to you or to whoever gives the Handover Code. Ownership passes to you on handover once the price has been paid in full.
  8. Failed delivery: if delivery fails because you are absent or unreachable, the address is wrong, you refuse delivery without a legitimate reason, or the Handover Code is not given, delivery may be attempted again or the piece returned to the shop, and we will contact you to arrange this. If delivery still fails after reasonable attempts, the order may be cancelled and what you paid refunded, less the shipping fee where the failure is due to you and within the limits the law allows.
  9. Collection from the branch: we will tell you when the order is ready for collection, and it is handed over against the Handover Code. If you do not collect it within a reasonable period after being notified, it may, after we contact you, be cancelled and what you paid refunded.

10. Returns, exchanges and warranty

  1. The "Returns and Warranty" page sets out the conditions and procedures for returns, exchanges and warranty, and forms part of these terms.
  2. Your statutory rights are preserved: nothing in these terms or on that page prejudices your rights under the law, and any benefits the page grants beyond them are in addition to them, never in reduction of them. These rights include: (a) your right to exchange or return a piece and recover its price within the period set by the Consumer Protection Law, if it is defective or does not conform to its specifications or to the purpose for which it was bought; (b) your right to withdraw from a distance contract within the period and under the conditions set by the law and its Executive Regulations.
  3. Exceptions: outside cases of defect or non-conformity, the right of withdrawal does not apply to what the law and its Executive Regulations exclude, which may include, as the case may be: pieces made or altered to specifications you set or at your request; pieces engraved or resized at your request; and pieces related to personal hygiene, such as earrings, once worn.
  4. Procedure: you submit a return request from the order page in your account or by contacting us. The request is reviewed and accepted or refused with the reason stated. Once it is accepted, the piece is received and inspected to confirm that it is the piece sold and to check its condition, weight and hallmark. The amount due is then refunded to the original payment method or as stated on the page.
  5. Please return the piece in its condition with the invoice and any certificates or accessories delivered with it, unless the return is for a defect that prevents this.
  6. If your request is refused, you may still contact us for a review and file a complaint with the Consumer Protection Agency.

11. Loyalty points

  1. Loyalty points are earned on delivered orders, under the programme rules shown in your account.
  2. Points have no cash value and cannot be exchanged for cash or transferred to others, except as the programme rules provide.
  3. Points earned on a piece are deducted if it is returned or its invoice is voided, and points credited in error may be corrected.
  4. The programme rules may be changed, or the programme ended, by announcing it in the Store before it takes effect.
  5. Points obtained by fraud or misuse may be cancelled.

12. The Bag Game

  1. The Bag Game is a free virtual game in the customer's account, when the Store makes it available. It gives you a virtual balance with which you "buy" pieces and "sell" them at the prices shown in the game.
  2. The virtual balance and the pieces you hold in the game have no money value, do not represent ownership of any piece or metal, and cannot be withdrawn, transferred, exchanged for cash or used for real purchases.
  3. The game is not an investment, a financial service or gambling. Nothing is paid to take part in it, and its results are not advice or a forecast of metal prices.
  4. Prizes, if any, are awarded under the conditions the Store announces for each.
  5. The Store may change the game, its rules or its starting balance, or suspend or end it, at any time.
  6. A participant may be excluded and their results cancelled if they use multiple accounts, automated tools or any other means of circumvention.

13. The chat and the content you provide

  1. The chat lets you message shop staff with text and photos to ask about pieces and orders; replies are given during working hours as far as possible.
  2. Information given in the chat is for assistance and does not change an order's price or terms unless this appears in the order or the invoice.
  3. Do not send your card details, password or verification codes through the chat; staff will not ask you for them.
  4. You are responsible for the content you send, and it must not breach the law or public morals, offend anyone, infringe the rights or privacy of others, or contain malware or advertising.
  5. You grant us a non-exclusive, free licence to use what you send to the extent needed to serve you, reply to you and keep a record of the correspondence.
  6. We may delete any infringing content, end the chat, and disable the chat for the infringing account.
  7. You may be asked to rate the chat after it ends; rating is optional.

14. Acceptable use and prohibited acts

You must use the Store and the apps for the lawful purposes for which they are made. In particular, you must not:

  • provide false data, impersonate others, or use an account or payment method you are not entitled to use;
  • commit fraud, or create multiple accounts or use tricks to take undue advantage of coupons, points, the Bag Game or offers;
  • use software or automated tools to collect, copy or extract data, prices or photos from the Store, or send automated requests to it;
  • access or attempt to access, without authorisation, any part of the system or others' accounts, test its vulnerabilities, or bypass security measures or usage limits;
  • decompile, reverse engineer or modify the apps, spread malware, or overload the system so as to disrupt it;
  • abuse or harass staff, drivers or customers, or deal with them outside the system to circumvent it;
  • misuse the Handover Code or verification codes, or obtain them from someone other than their holder;
  • use the Store for any unlawful activity, including money laundering.

Some of these acts may be crimes punishable under the Anti-Cyber and Information Technology Crimes Law No. 175 of 2018 or other laws. In addition to suspending the account and cancelling the related orders, we may report them to the competent authorities, take legal action and claim compensation.

15. Intellectual property

  1. All contents of the Store and the apps, including the Kenooz name, logo and marks, the designs and photos of pieces, texts, interfaces, software and databases, are owned by Kenooz, its shops or their licensors, and are protected by the Law on the Protection of Intellectual Property Rights No. 82 of 2002.
  2. We grant you a personal, limited, non-exclusive, non-transferable and revocable licence to use the Store for your personal, non-commercial purposes under these terms.
  3. None of these contents may be copied, republished, modified or used commercially without our prior written permission; you may share links to pieces for personal purposes.

16. The "Kenooz Control" and "Yalla Box" apps

Common provisions

  1. Use of the two apps and the shops' web dashboard is limited to Authorised Users, whose accounts are created by the employer; there is no self sign-up. Use is only for work for the employer and for the duration of the authorisation.
  2. Sign-in details and PINs are personal and must not be disclosed or used by anyone else. Users are responsible for what is done with them and must report at once the loss of their device or any suspected exposure of their details.
  3. Sensitive operations require the shop owner's PIN, which the owner must not disclose.
  4. Work done on the system is recorded in an audit log showing the user, the time and the device, and is relied on for accountability and evidence.
  5. Confidentiality: users must keep confidential the customers' data, prices, costs, stock, reports and other business information they see, must not use, copy, photograph or transfer it for anything other than work, and must comply with the Personal Data Protection Law. This duty continues after the work ends.
  6. Attendance, leave, payroll, requests and other work matters are governed by the employer's policies, the employment contract and the law; the app is a tool to apply them. Users' data is processed under the Privacy Policy.
  7. The employer may change permissions, suspend the account or end device sessions at any time, and the authorisation ends when the employment relationship ends.

Provisions for drivers

  1. Drivers must keep safe the shipments in their custody and hand over a piece only against the correct Handover Code.
  2. Proof-of-delivery photos are used only for that purpose, and customers' data may not be used, nor customers contacted, for anything other than delivery.
  3. Drivers must hand in the amounts collected on delivery under the applicable rules; the custody records in the system are evidence of what they received and handed in, unless the contrary is proven.

17. Limitation of liability

  1. Nothing in this section prejudices the consumer's statutory rights that cannot be waived by agreement, and no exclusion or limitation of liability applies in cases of fraud or gross negligence.
  2. The Selling Shop is responsible for the piece sold and its conformity, and Kenooz is responsible for operating the Store, without prejudice to joint liability where the law provides for it.
  3. We take due care to keep the Store available and its content accurate, but we do not guarantee that it will work without interruption or error, and it may be suspended temporarily for maintenance or updates.
  4. To the extent permitted by law, we are not liable for: (a) indirect damage, such as loss of profit or opportunity; (b) any loss linked to movements in metal prices or exchange rates, including any expectation of profit from a purchase; (c) the consequences of your breach of these terms, or of your disclosure of your sign-in details or the Handover Code; (d) failures of third-party services beyond our control, such as banks, telecommunications networks, and payment and sign-in providers, or failures of your device or connection.
  5. To the same extent, the Selling Shop's liability for an Order Part does not exceed the amount paid for it, without prejudice to your statutory rights to refund, exchange and compensation as provided by law.

18. Force majeure

Neither party is liable for delay in, or impossibility of, performing its obligations if this results from force majeure or an external cause beyond its control that could not be foreseen or prevented, such as natural disasters, epidemics, wars, unrest and government decisions; interruption of communications, the internet, electricity or payment networks; cyber-attacks despite reasonable precautions; and exceptional disruption of the precious metals market or suspension of trading in it. Performance of the affected obligation is suspended for the duration of the force majeure, and the other party is notified. If this period exceeds thirty days, either party may cancel the affected part of the order, with a refund of what was paid for the parts not delivered.

19. Suspension and termination

  1. You may stop using the Store and delete your account at any time.
  2. We may suspend or terminate your account, restrict a feature in it, or refuse or cancel pending orders with a refund of what was paid for them, if you breach these terms, if there is a serious suspicion of fraud or misuse, or if the law requires it or a competent authority requests it. We will tell you of this and the reason where possible, unless the law or the needs of an investigation prevent it.
  3. Termination does not affect rights and obligations arising before it. Orders accepted before it are carried out, or what was paid for them refunded, as the law provides. The provisions on intellectual property, confidentiality, limitation of liability, governing law and dispute resolution survive termination.

20. Notices and correspondence

  1. We send you notices through your account, push notifications, SMS, WhatsApp or e-mail, to the contact details registered in your account. A notice is deemed received once sent to those details, unless it is proven that it did not reach you for a reason beyond your control.
  2. You may write to us at https://kenooz.co/contact or on WhatsApp at https://kenooz.co/contact. Formal notices may also be sent to the Selling Shop at its address stated on the invoice.
  3. Electronic correspondence and notices have legal effect under the Electronic Signature Law No. 15 of 2004 and its Executive Regulations.

21. Changes to these terms

We may change these terms, and we will publish the amended version on this page with an updated "Last updated" date. We will notify you of material changes before they take effect by a suitable means. Changes apply to orders placed after they take effect; orders placed before then remain governed by the terms in force when they were placed. Continuing to use the Store after a change takes effect means you accept it; if you do not, you may stop using the Store and delete your account.

22. Governing law and disputes

  1. These terms and everything arising from them are governed by the laws in force in the Arab Republic of Egypt.
  2. Amicable settlement: if a dispute arises, please notify us in writing with its details at https://kenooz.co/contact. Both parties will seek to settle it amicably within fifteen days of receipt of the notice before going to court, without prejudice to applying for interim or urgent measures.
  3. This does not affect your right to complain at any time to the Consumer Protection Agency, or to the Personal Data Protection Centre about your data.
  4. If amicable settlement fails, the competent Egyptian courts in Cairo have jurisdiction over the dispute, including the Economic Courts within their jurisdiction under the Law Establishing the Economic Courts promulgated by Law No. 120 of 2008, without prejudice to the rules of jurisdiction that are of public order.

23. General provisions

  1. Severability: if any provision of these terms is held void or unenforceable, the validity of the remaining provisions is not affected, and the void provision is replaced by the valid provision closest to the parties' intent.
  2. No waiver: our delay in exercising, or failure to exercise, any right is not a waiver of it.
  3. Assignment: you may not assign your rights or obligations under these terms to others without our consent. We may assign them to any entity that takes over the operation of the Store, without prejudice to your rights.
  4. Entire agreement: these terms, together with the Privacy Policy, the "Returns and Warranty" page and the order and invoice details, form the entire agreement between you and us on their subject.
  5. Headings in these terms are for convenience and do not affect their interpretation.

24. Governing language

These terms are written in Arabic, and their English translation is provided for convenience. In case of any difference between the two texts, the Arabic text prevails.

25. Contact us

For any enquiry or complaint about these terms or your orders, you can contact us through:

The legal details of the Selling Shop, such as its trade name, address and registration details, are printed on each invoice, and the details of Kenooz as operator of the Store are available on request.

Last updated: 16 Oct 2026