Terms of service

About these terms

Mshwar is operated by Mshwar, Tripoli, Lebanon (“Mshwar”, “we”). These terms apply when you use the Mshwar website or app. By creating an account you agree to them, together with our privacy policy, cancellation policy and community guidelines.

Each version has a date. You can reach us about these terms through our Contact page.

Your account

• You must be 18 or over to create an account.
• Give accurate details and keep them up to date. Bookings and receipts use the name and email on your account.
• Keep your password private. You are responsible for what happens in your account unless it was used without your permission and you tell us promptly.
• One account per person. Business staff use their own personal accounts, linked to the business with a role.

What Mshwar does

Mshwar is a marketplace. We help you discover and plan experiences in Lebanon, and we let independent businesses list and sell them. The business that runs an experience is the one providing it, and your booking creates an agreement between you and that business.

We run the platform, show each listing's price and terms before you commit, handle payments through our payment provider, and help when something goes wrong. We check businesses before they can take bookings, but we do not run the experiences ourselves.

AI plans and suggestions

The trip planner uses automated tools to suggest itineraries. A plan is a suggestion, not a booking or a promise that a place is open, available or suitable for you. Check opening hours, travel conditions, official safety advice and each listing's terms before you rely on a plan.

Don't type other people's sensitive personal details into the planner.

Booking an experience

Each listing shows how it is booked:

• Instant booking: your place is held for 15 minutes while you pay. If payment is required, the booking is confirmed only after the payment succeeds. If the hold expires, nothing is charged.
• Booking request: the business must accept. It has 24 hours to answer, or until the experience starts if that is sooner. If it does not answer in time, the request lapses and nothing is charged.
• Inquiry: a message to the business. It does not reserve a place or commit you to anything.

Check the date, time, party size, meeting point, what is included and any requirements (such as age or fitness) before you confirm. Tell the business about anything it needs to know to run the experience safely.

Prices and payment

The full price, the currency and what the price includes are shown before you pay. Where Lebanese law requires a price in Lebanese pounds, it is shown too. Extra costs not shown at checkout cannot be charged through Mshwar.

Payments are processed by our payment provider. We never receive your full card number. Refunds go back to the original payment method.

Cancellations and refunds

The cancellation terms shown on the listing when you book are saved with your booking; later changes to the listing do not affect you. If the business cancels, you get a full refund. The details are in our cancellation policy.

Businesses on Mshwar

If you list experiences on Mshwar, you also agree to:

• complete verification and keep your organisation's details, licences and insurance current, as Lebanese law and your activity require;
• describe each experience, price, meeting point and cancellation terms accurately, and use only photos you have the right to use;
• honour confirmed bookings, answer booking requests on time, and give a reason if you have to cancel;
• use guests' personal data only to deliver their booking and to meet your legal duties, and keep it secure;
• give staff only the roles they need and remove access when someone leaves;
• not contact guests to move a booking or payment off Mshwar.

Business fees and payout terms are agreed separately in the business portal.

Reviews and other content

You keep ownership of the reviews, photos and messages you post. You give Mshwar a non-exclusive, royalty-free licence to host, show and translate them on the platform and to promote the platform, for as long as they stay on Mshwar and as needed afterwards for records.

Content must follow our community guidelines. We may hide or remove content that breaks them, and we keep a record of moderation decisions. Businesses cannot edit, hide or delete reviews; they can reply or report them.

Acceptable use

Don't use Mshwar to:

• break Lebanese law or anyone's rights;
• create fake accounts, listings, bookings or reviews, or commit fraud;
• copy or scrape listings or data in bulk, or get around rate limits and usage allowances;
• probe, scan or test the security of Mshwar without our written permission (report vulnerabilities to us instead);
• upload malware, or files you don't have the right to share;
• harass other people or share their personal details.

Group trips and share links

Anyone with a trip's share or invite link can see the trip and, if you allow it, join and vote. Share links only with people you trust, and revoke a link if it reaches the wrong people. Each person who books pays for and is responsible for their own booking unless the booking says otherwise.

Responsibility and liability

The business that runs an experience is responsible for delivering it safely and as described. We are responsible for running the platform with reasonable care and skill.

As far as Lebanese law allows, we are not liable for indirect losses, or for losses caused by events outside our reasonable control, such as network outages, strikes, security incidents in the area or official closures.

Nothing in these terms limits liability for fraud, intentional wrongdoing or gross negligence, or removes rights you have under Lebanese Consumer Protection Law No. 659/2005 or other laws that cannot be excluded by contract.

Suspending or closing accounts

You can delete your account at any time from Settings. We may limit, suspend or close an account that breaks these terms, puts others at risk or is needed to meet a legal duty. Where we can, we will tell you why and give you a chance to respond. Bookings already confirmed will be handled fairly, including refunds where they are due.

Changes to these terms

We may update these terms when the service or the law changes. For important changes, we will tell you in the app and ask you to accept the new version before you continue using your account. Changes do not affect bookings already made.

Governing law and disputes

These terms are governed by Lebanese law. If you have a problem, please contact us first through our Contact page; most issues can be solved quickly.

As a consumer you can also contact the Consumer Protection Directorate at the Ministry of Economy and Trade. Any dispute we cannot settle together goes to the competent courts in Lebanon, without affecting any other forum the law gives you.