Home About us Privacy policy Terms and condition Contact us Vendor registration Deliveryman registration Browse web

Terms and condition

Home / Terms and condition

Terms and Conditions

Last updated: 4 October 2026

These terms govern your use of the MnBaladna website (mnbaladna.com), the MnBaladna Android app, and the web app at web.mnbaladna.com (also for iPhone). Together these are the Platform, operated for customers, merchants and delivery drivers in the Netherlands.

By creating an account, checking out as a guest, or placing an order, you agree to these terms. If you use the Platform for a business, you confirm that you are allowed to bind that business. You must be at least 18 years old, or use the Platform with a parent or guardian.

MnBaladna is a marketplace. We connect you with local stores. The store sells the products. We are not the seller of grocery, food, shop or pharmacy items listed by a store.

1. Who the Platform is for

  • Customers order from local stores in four sections: Grocery, Food, Shop and Pharmacy.
  • Merchants (stores, restaurants and pharmacies) sell through the Platform, with their own store website and the MnBaladna Store app.
  • Delivery drivers bring orders to the door, as freelancers or on a salary basis, using the MnBaladna Delivery app.

The website, the apps and support work in English, Arabic, Dutch and German. Product texts are written by each store, so the language of a listing can differ.

2. Orders

Which stores you see depends on your delivery address. Each store serves its own area. MnBaladna delivers across 371 zones in the Netherlands.

You can order for now or, where the store offers it, schedule a 60-minute slot during opening hours. Some stores also offer takeaway. The estimated time and the available options are shown for that store before you pay.

Review the items, the price and the fees before you confirm. An order is placed when you confirm checkout and the store can accept it. Read how to place your first order.

3. Accounts and guest checkout

You can order as a guest with your name, phone number and delivery address. A guest order does not earn loyalty points and cannot use the wallet.

An account adds saved addresses, order history, loyalty points and the wallet. Keep your login details to yourself, and tell us if you think someone else is using your account. You can ask for account deletion in the app or on web.mnbaladna.com. Deletion cannot be undone. Finish open orders and refund requests first. Some order and payment records may be kept where the law requires it, for example for tax.

4. Prices and payment

The total at checkout includes the product prices and the delivery and service charges that apply to that store and address. The delivery fee depends on distance, with a minimum. The exact amount is shown before you pay. We do not promise a single national delivery price.

Payment methods shown at checkout can include cash on delivery, iDEAL or debit/credit card, and the MnBaladna wallet. Online card payments are processed by Stripe. MnBaladna does not store your full card number.

Eligible account orders can earn loyalty points. Referral rewards, coupons and store offers follow the conditions shown in the app and in the Help Center.

5. Delivery

After the driver collects the order, you can follow the driver on the map and use chat or a call from the order screen. Give the delivery code (OTP) only to the driver who brings your order.

If delivery is not available for your address, the checkout tells you. If an order is late, check My Orders and then contact the store. See delivery zones, fees and tracking and the shipping policy.

6. Cancellation and refunds

You can cancel for free within 30 minutes of placing the order, and before the store confirms it, as long as preparation has not started. If the cancel button is gone, the store may already be preparing the order. Contact the store or support. Details are in the cancellation policy.

If a delivered item is wrong, different from what you ordered, damaged or defective, open the order in My Orders and request a refund. Add a short explanation and, if you can, a photo. Approved refunds may be paid to your MnBaladna wallet or back to the original payment method. A store that cancels an order paid online is refunded as described in the Help Center. See the refund policy and how to cancel or request a refund.

Where Dutch or EU consumer law gives you a right that this page does not repeat, that right still applies. Fresh and prepared food is often outside a general right to return goods simply because you changed your mind.

7. Merchants

A merchant chooses an annual plan (Economy, Intermediate, Advanced or Premium, each with a 3-month free trial) or the commission plan. Every plan includes a store website the merchant activates from the dashboard. Orders, products, opening hours, drivers and chat are managed in the vendor panel and the MnBaladna Store app. Earnings can be withdrawn to a bank account or PayPal, subject to the balance rules in the panel.

The merchant is responsible for the products, prices, stock, opening hours and the accuracy of the listing, including allergens. Register at mnbaladna.com/vendor/apply. Read selling on MnBaladna and your store website.

8. Delivery drivers

Drivers deliver by bicycle, e-bike, motor or car, freelance or salaried by agreement, and can receive tips. Apply at mnbaladna.com/deliveryman/apply. Read how to become a delivery driver.

9. Acceptable use

Use the Platform lawfully. Do not misuse promotions, post false reviews, harass staff, stores or drivers, or try to break into an account. We may refuse an order, or suspend an account, when there is fraud or repeated misuse. Reviews you post may be shown on the Platform. They must be honest.

10. Intellectual property

The MnBaladna name, logo and Platform software belong to MnBaladna or its licensors. Store names, photos and product texts belong to the stores or their licensors. You may use the Platform for personal orders, or for your own store if you are a merchant. You may not copy the Platform or present it as your own.

11. Privacy

Personal data is handled as described in the privacy policy. We do not sell your personal data.

12. Responsibility

Stores are responsible for the quality and safety of what they sell. Check ingredients and allergens on the listing and with the store before you order food. MnBaladna is not liable for a store being out of stock, for a listing the store wrote, or for events outside our control, such as severe weather or a network failure. Nothing in these terms removes a right you have under Dutch or EU law that cannot legally be excluded.

13. Disputes

These terms are governed by Dutch law. Courts in Amsterdam have jurisdiction, without limiting a right a consumer has to go to a court in their own country. EU consumers can also use the European online dispute platform at ec.europa.eu/consumers/odr. For an order problem, contact the store or us first. Support answers on Monday to Friday, 09:00–17:00 Amsterdam time.

14. Changes

We may update these terms. The date at the top is the latest version. If a change is important, we will say so in the app or by email where we have your address. The other rules that apply with these terms are the privacy policy, the shipping policy, the cancellation policy and the refund policy.

15. Guides

16. Contact