Cartello Terms of Use
Last updated: October 4, 2026
By creating an account or using Cartello you agree to these terms. If you do not agree, please do not use the app.
1. What Cartello is
Cartello is a platform that connects Shoppers, who want to buy items from stores abroad, with Agents, who buy those items and deliver them. Cartello is not the seller of the items and is not the Agent's employer.
2. Accounts
- You must be 18 or older and have a Lebanese phone number to sign up.
- You sign in with a code sent by SMS. You are responsible for what happens on your account.
- Give us true information. Agents must give a real government ID, and may be asked to provide it again.
- One person, one account. We may refuse or close accounts that break these terms.
3. How an order works
- A Shopper posts a cart with links to the items.
- Agents send quotes. A quote shows the item price and the estimated delivery days.
- The Shopper accepts one quote. The payment screen then shows the item price, the delivery fee and the total before the Shopper pays. The Shopper pays in the app within the time shown. Unpaid orders expire automatically.
- The money is held by Cartello while the Agent buys and delivers the item. If the Agent does not place the order in time, the order is cancelled and the Shopper is refunded.
- After delivery there is a short window, shown in the app, in which the Shopper can report a problem. If no problem is reported, the money is released to the Agent, minus our commission.
4. Fees
The total shown to the Shopper at checkout is the final amount they pay, with no extra charges added later. Before paying, the Shopper sees the item price, the delivery fee and the total. Cartello may charge a commission, which is deducted from the amount the Agent receives and is not added on top for the Shopper. At launch the commission may be waived. Once an order exists, the Agent sees the amount they will receive after any commission is deducted. The Agent does not see the delivery fee.
5. Problems and refunds
- A Shopper can report a problem with an order through the app, with photos if needed.
- While a problem is open, the money stays on hold. Our team reviews it and decides whether to release the money to the Agent or refund the Shopper.
- If an Agent's account is suspended while an order is in progress, we pause that order and review it before any money moves.
- Our decision is based on the information in the app.
6. What you must not do
- Order or deliver illegal, counterfeit, dangerous or restricted goods.
- Take payment or arrange deals outside the app to avoid our fees.
- Create fake accounts, give false information, or abuse other users.
- Try to break or misuse the app.
7. Customs and delivery
Goods may be subject to customs, taxes or inspection, which are outside Cartello's control. Delivery times shown are estimates.
8. Agents
Agents act on their own account and are responsible for buying the right item, delivering it safely, and for any taxes on their earnings. Agents must be approved by us before quoting. We may suspend or remove an Agent for breaking these terms, for complaints, or for suspected fraud.
9. Suspension and deletion
We may suspend or close an account that breaks these terms. You can delete your own account in the app. An account with an active order cannot be deleted until the order is finished. A suspended Agent cannot delete their account.
10. Our responsibility
We work to keep Cartello running, but we cannot promise it will always be available or error-free. To the extent the law allows, we are not responsible for the quality of items or for losses caused by Agents, stores, couriers or customs.
11. Changes
We may update these terms. If the change is meaningful we will tell you in the app first. If you keep using Cartello after the change, you accept it.
12. Law and disputes
These terms are governed by the laws of Lebanon.