Customer Terms & Conditions

1. Introduction

Welcome to Yallasheal. These Terms & Conditions (“Terms”) govern your access to and use of our website, mobile application, dashboard, ordering platform and related services (the “Platform”). By accessing or using the Platform, creating an account, placing an order or making a payment, you agree to be bound by these Terms. If you do not agree, you must not use the Platform. These Terms should be read together with our Privacy Policy and our Refund & Cancellation Policy, which form part of them.

2. About Yallasheal and Our Role

Yallasheal is an online ordering and pickup platform that lets customers browse vendors, branches, menus, products and offers and place pickup orders. Supported fulfilment methods are in-store pickup, drive-thru pickup, and other pickup methods that may be added later.

Yallasheal acts as the merchant of record for payments made through the Platform. When you place an order, your payment transaction is with Yallasheal, and Yallasheal procures fulfillment of your order from the participating vendor or branch (the “Vendor”). The Vendor prepares and provides the ordered items and remains responsible for their quality and safety.

3. Eligibility and Account Registration

You must be at least 18 years old and able to enter into a binding contract under UAE law to use the Platform. To place orders you may need to create an account and provide accurate information, including your name, mobile number, email address, location, and - for drive-thru pickup - vehicle details. You are responsible for keeping your account credentials confidential and for all activity under your account, and must notify us immediately of any unauthorised access.

4. Customer Information

You agree that all information you provide is accurate, complete and current. For drive-thru pickup, you may be asked for vehicle information (brand, plate number, plate code, emirate and similar details), used only to help the Vendor identify and fulfill your order. We process your personal data in accordance with our Privacy Policy and Section 18 below.

5. Orders

When you place an order, you make a request to purchase the selected items, with Yallasheal as merchant of record. An order is confirmed once payment is successfully authorised. Order acceptance is subject to Vendor and product availability, branch operating hours, payment authorisation, fulfilment capacity and any restrictions shown on the Platform. Yallasheal or the Vendor may reject or cancel an order where an item is unavailable, the branch is closed, payment fails, incorrect pricing is displayed, or suspicious activity is detected; affected amounts will be refunded.

6. Menu, Product, Allergens and Pricing

We aim to display accurate menu items, descriptions, prices, images, availability, preparation times and branch details, but Vendors are responsible for maintaining their own product, allergen and ingredient information. Images may be for illustration only and actual items may vary. If you have a food allergy or specific dietary requirement, please check with the Vendor before ordering; Yallasheal is not responsible for allergen information provided by Vendors. All prices are shown in UAE Dirhams (AED) and may change before an order is confirmed.

7. Preparation and Pickup Times

Estimated preparation and pickup times are provided for convenience only and may vary with order size, item requirements, branch workload, peak hours, Vendor delays and operational issues. Yallasheal is not liable for reasonable delays caused by Vendors, technical issues, payment processing or events outside our control.

8. Pickup Responsibility

You are responsible for arriving at the selected branch at the selected or estimated pickup time. For in-store pickup you may need to show your order confirmation or order number. For drive-thru pickup you must provide correct vehicle information; if details are incorrect the Vendor may be unable to identify you quickly. We are not responsible for deterioration of items not collected on time.

9. Payments, Card Data and PCI-DSS

You may pay through the online payment gateway, debit or credit cards, wallets or other methods made available on the Platform. By paying, you confirm you are authorised to use the selected method. All card payments are processed by a PCI-DSS-compliant third-party payment service provider; Yallasheal does not store full card details on its servers. As merchant of record, Yallasheal collects your payment and settles Vendors separately. Payment approval, rejection, settlement, reversal and refund timing may depend on the payment gateway, issuing bank, card network and applicable banking rules.

10. Taxes and Charges

Prices may include or exclude VAT, service fees, platform fees or other charges, depending on what is displayed at checkout. The final payable amount in AED is shown before you confirm payment. VAT is applied in accordance with UAE Federal Tax Authority requirements.

11. Promotions, Offers and Discounts

Yallasheal or Vendors may offer promotions, discounts, coupons, loyalty rewards, stamps or special offers, which may be subject to expiry dates, branch or product restrictions, minimum order value, usage limits, availability and cancellation without prior notice. Yallasheal may reject or cancel any promotion that is misused, applied in error or obtained fraudulently.

12. Loyalty, Stamps and Rewards

Yallasheal may offer loyalty features such as stamps, reward items or redemption benefits. Rewards are not cash, cannot be exchanged for money and may be subject to Vendor-specific rules. Yallasheal may modify, suspend or discontinue loyalty features at any time.

13. Cancellations and Refunds

Cancellation and refund rights depend on the order status, Vendor preparation status and payment method, and are governed by our Refund & Cancellation Policy, which forms part of these Terms. Your statutory rights under UAE consumer protection law are not affected.

14. Vendor Responsibility

Vendors are responsible for:

• Preparing orders and product quality, safety and packaging;
• Menu and allergen accuracy and branch operation;
• Fulfilling accepted orders and handling product-specific issues.

Yallasheal may assist with customer support, complaint handling, refunds and coordination, but the Vendor remains responsible for the goods provided.

15. Customer Conduct

You agree not to:

• Use the Platform for illegal purposes or provide false information;
• Abuse promotions, refunds or rewards, or place fake or fraudulent orders;
• Harass Vendors, staff or support agents;
• Interfere with Platform security or use bots, scraping or unauthorised access tools.

Yallasheal may suspend or terminate accounts involved in misuse, fraud or abusive behaviour.

16. Availability of the Platform

We aim to keep the Platform available and secure but do not guarantee uninterrupted access. The Platform may be unavailable due to maintenance, technical or hosting issues, payment gateway downtime, internet disruptions, security updates or events outside our control.

17. Intellectual Property

All Yallasheal branding, logos, software, designs, text, images, Platform structure and content are owned by or licensed to Yallasheal. You may not copy, reproduce, modify, distribute or use our intellectual property without written permission. Vendor logos, images and menu content belong to the respective Vendors or their licensors.

18. Data Protection and Privacy

We collect and process your personal data in accordance with Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (UAE PDPL) and our Privacy Policy, which explains what data we collect, how we use and share it, how long we keep it, and your rights (including access, correction, deletion and objection). By using the Platform you acknowledge our Privacy Policy.

19. Limitation of Liability

To the maximum extent permitted by UAE law, Yallasheal is not liable for indirect, incidental, special or consequential losses arising from your use of the Platform, nor for Vendor-side issues such as item quality, incorrect preparation, unavailable items or branch delays, except where required by applicable law or where Yallasheal directly caused the issue. Nothing in these Terms excludes liability that cannot be excluded under UAE law, including your consumer rights.

20. Complaints and Support

For order, refund, cancellation, payment or account concerns, contact Yallasheal support at info@yallasheal.com, support hours 9am - 5pm. We aim to resolve issues quickly and fairly.

21. Changes to These Terms

Yallasheal may update these Terms and Conditions from time to time. By continuing to access or use the Platform, App, or services after any updates are published or communicated, you accept and agree to be bound by the updated Terms and Conditions.

22. Governing Law and Disputes

These Terms are governed by the laws of the United Arab Emirates. The parties shall seek to resolve disputes amicably; failing which, disputes are subject to the competent courts of Dubai, UAE, unless otherwise required by applicable law.