Help and support
Loqma is a marketplace for surplus food from Lebanese shops. If something went wrong with a bag you reserved, start here.
Last updated 27 August 2026.
What Loqma is
Bakeries, patisseries and grocers around Lebanon list what they have not sold by closing time as a surprise bag, at a fraction of the usual price. You reserve a bag in the Loqma app, collect it from the shop inside the window shown on your order, and pay the shop in cash at the counter.
The sale is between you and the shop. Nothing is paid online: Loqma never receives, holds or forwards your money, and it adds nothing to the price. Shops pay a monthly fee to be listed.
Help inside the app
The app is the fastest way in, and the only one that reaches us with your account and your order already attached.
- Open the Loqma app and go to the Me tab.
- Tap Help & support.
- Read the quick answers first. Cancelling a reservation, what is actually in a bag, running late for your collection window, a shop that was closed, and a pickup code the counter cannot find are all answered there.
- If none of them fit, send a request. A person reads it, and the answer comes back inside that same request, under All your requests.
On an order screen, Help opens the same form with that order already attached, so there is no reference to quote.
Money never passes through Loqma, so there is no refund for us to issue. If a bag was not what it should have been, we take it up with the shop and record what you are owed; the cash comes back to you from the shop that took it.
Reach us by email
If you cannot use the app — you have not installed it, you cannot sign in, or the phone number on the account has changed — write to us instead.
Privacy questions, a copy of your data, and account deletion. It is the only address Loqma publishes today, so write there for anything else you cannot send from the app.
Pending before launch: Loqma has no dedicated support address and no public WhatsApp number yet. Both are published on this page as soon as they exist. Until then the app is the way in, and the address above is the fallback.
Tell us the phone number the account uses. Before anything that changes or deletes an account, we confirm the request on that number, because something nobody can undo should never be possible from an email alone.
Questions that come up
- Can I cancel a reservation?
- Yes, free of charge, until an hour before your collection window opens. Open the order and tap Cancel order. After that the shop has already set your bag aside, so it cannot be cancelled.
- How do I pay, and what if something is owed back?
- You pay the shop in cash at the counter. Loqma never takes your money, so if something is owed back, the shop hands it to you directly. There is no transfer to wait for.
- What is actually in the bag?
- Whatever good food the shop has left at closing time, so the contents change day to day and cannot be chosen. The listing tells you the kind of food and anything the shop always leaves out. Because the contents vary, allergens cannot be guaranteed, so ask the shop before you collect.
- I am running late for my collection window.
- Call the shop from the order screen. They can still hand the bag over at the counter after the window closes, so get there as soon as you can. If nobody confirms anything, the order closes as collected on its own and nothing is counted against you.
- The shop was closed, or the counter cannot find my code.
- Open the order, tap Help, and pick what happened. The four digits on your order are the only thing the counter can look up, so read them out slowly first. If it still will not match, send the request and we will call the shop.
Delete your account
You can delete your account yourself, in the app, under the Me tab. It runs immediately, there is no waiting period, and it cannot be undone. If you cannot get into the app, email the address above and we will do it for you within 30 days, normally within a few days.
The full page lists what is erased and the two things Lebanese invoicing rules make us keep.
Terms, privacy and service status
What a reservation commits you to, how prices and the Lebanese pound rate work, and what happens if a shop reports that a bag was never handed over, are in the terms. What Loqma stores about you and who else sees it are in the privacy policy. The status page shows whether the service is up right now, because power and connectivity in Lebanon interrupt it.
If you run a shop
If you have a shop and want to list what is left at closing time, the partner pages explain how it works and how to apply.