Terms and Conditions

ZAAD TERMS AND CONDITIONS

1. Introduction 

Welcome to ZAAD’s app, which is owned by ZAAD Portal LLC, a company incorporated in United Arab Emirates with License No: 1070868, with address as P O Box 1290327, Dubai, United Arab Emirates (“ZAAD” or “we”).

The primary goal of ZAAD is to promote global awareness of food waste and actively contribute to its reduction, with focus on the GCC region. Our mission is to offer consumers access to surplus food items at discounted prices, thereby creating a sustainable solution for reducing food waste and promoting a more sustainable lifestyle.

Our platform, the ZAAD app ("Platform”) offer end users (“Customer”) the opportunity to purchase by reserving for surplus food including unspecified products (“Products”), which are packed in "Secret Boxes" at various stores such as food stores, restaurants, supermarkets, bakeries, and hotels (“Stores”).

These terms and conditions ("Terms") apply to any reservation and sale of the Products which are carried out via our ZAAD website and or ZAAD app (the "Platform"). ZAAD’s cookie and privacy policy, as available at all times on the Platform, shall form an integrated part of these Terms and shall be automatically accepted upon acceptance of these Terms.

When placing a Reservation Order (as defined below), the Customer accepts these Terms and thus, the Customer is required to review the Terms thoroughly before the Customer places an order on the Platform.

Any correspondence with ZAAD may be submitted to the following e-mail address: info@zaadapp.com. 

2. ZAAD Concept 

The Products are made available for reservation on the Platform, and Customers may reserve the Products by placing a Reservation Order on the Platform.

The Products are reserved by the Customer when ZAAD confirms through a Reservation Confirmation (as defined below).

Once a Customer reserves a Product and the Store accepts the Reservation, the Customer commits to be present at the Store at the Pick-up time (as defined below) while the Store commits to offer the Products for sale, as specified herein. Both parties have a right of cancellation as laid under the Terms herein.

ZAAD is solely arranging the sale of Products on the Platform on behalf of a Store, and there shall be no contractual relationship between ZAAD and the Customer with regard to the Products or the sale of Products. ZAAD has no responsibilities in respect of the Products or fulfilment of the agreement between the Store and the Customer.

ZAAD is solely collecting the Purchase Price (as defined below) for the Products on behalf of the Store and is thus merely acting as a payment agent on behalf of the Store.

3. Acceptance

For placing an order on the Platform, the Customer:

To be legally capable of entering into binding agreements; to be 18 years old and in the possession of a valid debit, credit card or other payment means available for payment on the Platform; and to be a consumer shopping for personal purposes;

By accepting these Terms, the Customer accepts to receive all relevant information in English. Furthermore, the Customer accepts that all agreements between the Customer and ZAAD and any related information necessary for conducting the Services are stored by ZAAD in accordance with ZAAD’s privacy policy.

Furthermore, by accepting these Terms, the Customer accepts to receive emails and text messages related to any orders placed by the Customer. This is required by ZAAD in order to ensure that the Customer receives all essential notifications related to the order.

ZAAD reserves the right to revise and amend the Terms from time to time. The Customer’s order will be subject to the Terms applicable at the time when the Customer placed the order.

4. ZAAD’s contact information and customer service

ZAAD Portal LLC, P O Box 1290327, Dubai, United Arab Emirates

info@zaadapp.com 

5. Product and Product information

ZAAD does not, in any way, manufacture, sell, purchase, store, prepare, produce, process, mark, pack, deliver or handle the Products.

ZAAD is exclusively arranging the contract between the Customer and the Store and ZAAD has no responsibilities in respect of the Products or fulfilment of the contract between the Store and the Customer. ZAAD is not liable or responsible for any failure to perform or any delay in the performance of any obligations relating to the Products, including with respect to manufacturing, sale, purchase, storage, preparation, production, processing, marking, delivery, quality, ingredients, allergens, or handling of the Products and the compliance with applicable legislation, including with respect to the above, unless ZAAD is explicitly designated as the manufacturer or seller of the Product on the Platform.

The Customer can find information about the Products and a description of the Products on the Platform. This information is only instructive and for the purpose of giving the Customer the best prerequisites for evaluating selected Products before making the reservation. There may be instances where the Platform is not updated and where the actual product range, stocked items etc. is not as stated on the Platform. In such cases, ZAAD is of no liability. It is the Stores that are responsible for providing information about the Products and to ensure that it is factually accurate and up to date. ZAAD does not undertake any such responsibility and, hence, has no liability for the contents of or availability of information regarding the Products.

If the Customer is in doubt about allergy warnings, contents of a dish or any other menu information, the Customer shall confirm with the Store directly before ordering. The Store’s contact information will appear on the Platform. The Customer may always cancel the Reservation Order, if the cancellation is due to ingredients, allergens, or other labelling related information regarding the Product.

Upon Pick-up (as defined below), the Store shall provide the Customer with information regarding list of ingredients, allergens, and other labelling related information regarding the Product. Any Products purchased via the ZAAD Platform shall be consumed immediately after Pick-up and/or as instructed by the Product Label or the Store. ZAAD will not assume any liability for Customers’ adverse reactions from Products for any reasons, including if consumed inconsistently with the labelling or the information set out in these Terms or given directly by the Store.

6. Reservation of Products

A list of active Stores can be found in the ZAAD app. If the Customer has allowed the app to use location services, the app will track the Customer’s location and the list will show stores near the Customer within the range specified by the Customer. Once the Customer has selected the Store and Product, the Customer will be given the opportunity to submit his or her order by clicking “Place Order” or a similar button.

The list is solely established in consideration of a geographical criteria. The Customer has the possibility to filter the results in consideration of the availability of Products to reserve, of the Pick-up hour, of the nature of Products contained in “Mystery Boxes”, “Secret Boxes” or as otherwise determined by ZAAD.

The supply of Products on the Platform is only an invitation to the Customer to place a reservation.

A reservation order made by the Customer via the Platform (“Reservation Order”) is considered an offer by the Customer to the Store to purchase a Product.

The Reservation Order shall be accepted by the Store upon Pick-up and, hence, the reservation shall be final and binding upon the Store and Customer upon Pick-up of the Product (as defined below), subject, however, to the limitations in the cancellation rights due to the nature of the concept, as described in clause 7 below.

7. Reservation Confirmation

Upon receiving the Reservation Order, ZAAD will begin processing it by sending the reservation to the relevant Store. ZAAD will notify the Customer, that the Reservation Order has been received (“Reservation Confirmation”) and is being processed. Please note that any confirmation page that the Customer may visit on the Platform merely indicates that the reservation has been received and is being processed and does not mean that the reservation has been accepted by the Store.

The Reservation Confirmation should be saved by the Customer. The Reservation Confirmation will contain information regarding the reservation placed by the Customer.

Please note that the Reservation Confirmation does not mean that the reservation is accepted but is merely a confirmation of receipt of the Reservation Order.

8. Right of Cancellation

ZAAD’s objective is to avoid waste of food and other products and therefore, if the Store has no Products in excess, the Store may cancel the Reservation Order up until two hours before the beginning of the agreed time of Pick-up (as described below). In this case, the Customer will receive a cancellation notification from ZAAD or the Store via email and/or SMS/ WhatsApp and or a notification from the Platform provided that the contact information provided to ZAAD is correct, and that the Customer has agreed to receiving such notifications.

Since the Products are perishable goods and since ZAAD’s concept is to avoid waste of food and other products, the Customer can only cancel the Reservation Order up until two hours before the beginning of the agreed time of Pick-up, provided the Customer has confirmed the Product Pick Up in the Platform. However, the Customer may cancel the Reservation Order until Pick-up, solely if the cancellation is due to ingredients or allergens regarding the Product.

The decision to use the right to cancellation shall be communicated by the Customer to ZAAD via the complaint link in the Platform. If the Customer cancels the Reservation Order outside of the rights set out above, the Customer will not be entitled to refund.

9. Pick-up

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Products reserved on the Platform must be picked-up by the Customer at the stated pick-up address (“Pick-up”). Store description and details about when and where the Products can be picked up will appear on the Platform and is stated in the Reservation Confirmation as well. If the Customer arrives at the Pick-up address before the specified pick-up time, we ask him or her to please wait outside for the sake of the Store’s guests. Be aware that if the Customer arrives too late, the Store may be closed and/or the Product may be unavailable.

Since the Products are perishable goods and since ZAAD’s concept is to avoid waste of food and other products, the Store is entitled to sell the Product to another customer if the Customer does not Pick-up the Reservation Order within the time period set out in the Reservation Confirmation. In this event, ZAAD is entitled to charge the Purchase Price (as defined below) from the Customer.

Upon Pick-up, the Customer shall show his or her Reservation Confirmation in the ZAAD app to the Store’s employees, after which they will “swipe” the receipt and hand out the Products reserved. It is the Customer’s responsibility to ensure that the Reservation Confirmation in the app can be shown at Pick-up. The Customer is required to make sure that the Products and number of Products handed out correspond to the Customer’s reservation.

10. Purchase Price

The Purchase Prices for all Products are stated in AED (United Arab Emirates Dirham) and include the applicable VAT, unless otherwise specified. Please note that online payment administration charges may be excluded unless stated otherwise.

During the process of placing a Reservation Order, any fees associated with the order and payment will be calculated and displayed for the Customer's review.

It's important to understand that the value of the Products stated on the Platform represents the minimum value they would have if they were not sold as surplus food.

11. Payment

The Customer can pay with several brands of debit and credit cards as well as other payment methods made available on the Platform.

If using credit or debit card, the Customer must enter his or her card number, the expiration date and the security code when placing a Reservation Order.

Upon placing a Reservation Order, the amount stipulated by the Store for the Products (“Purchase Price”) is authorized or reserved at the Customer´s account (depending on the chosen payment method) (“Account”). The Purchase Price is charged at the Customer´s account upon reservation of the Product or at or immediately after Pick-up (depending on the chosen method of payment). If the Reservation Order is cancelled in accordance with these Terms, the Purchase Price is refunded to Customer.

The Purchase Price is collected by ZAAD from the Customer on behalf of the Store. ZAAD may amend, modify, or restructure the payment procedure for its Customers, as it deems reasonable.

The Platform uses PCI compliant Payment Service Providers. Payment by debit or credit card on the Platform is safe and certified by the card issuer. All payments are made through an encrypted internet connection.

ZAAD does not store any debit or credit card information. Such information is handled by the Payment Service Providers and, such information may be stored by the Payment Service Providers.

If the Customer’s credit card or payment method is rejected when trying to pay for an order, the Customer should verify that the entered information is correct.

If the Customer has corrected the error and the credit card is still rejected, ZAAD recommends that the Customer contacts his or her bank.

Due to standard banking procedures, once the Customer has submitted a Reservation Order by use of a credit or debit card and the payment has been authorized, the bank or card issuer will reserve the full amount of the Reservation Order. If the Reservation Order is subsequently rejected by the Store or cancelled for any other reason in accordance with these Terms, the bank or card issuer will not transfer the funds for the order to ZAAD and will instead refund the Customer by releasing the relevant amount back into the Customer’s available balance. However, this may take up to 10 working days (or longer, depending on the Customer’s bank or card issuer), and ZAAD does not have authority to make enquiries to a Customer’s bank or card issuer on specific payment issues. The Customer must do so.

By accepting these Terms, the Customer accepts the method of payment set out above and acknowledges and agrees that ZAAD is not responsible or liable to the Customer in relation to the above.

12. Right of Complaint

In case of a complaint concerning a Product (including the “Secret Box” and its contents), as a first step, the Customer shall address the complaint to the Customer Service of ZAAD before considering any other action. ZAAD will handle all claims ((including with respect to the “Secret Box” and its contents) as ZAAD deems correct and any decision by ZAAD regarding the Product is entirely up to ZAAD. 

At all times the Customer shall verify the content of the Products upon receipt and no complaint shall be entertained once the Products are Picked- Up and there shall be no refund or compensation arising thereof.

In the event that the intervention of ZAAD is not to the satisfaction of the Customer, these Terms do not limit the means available to the Customer to resolve the dispute it has with the Store under statutory law. The Services are covered by statutory consumer protection legislation and other statutory legislation regarding purchase of goods in United Arab Emirates and provisions set out herein regarding defects and delays.

All complaints are handled exclusively by ZAAD and the Customer shall direct Product complaints to ZAAD.

In case of a complaint, the Customer shall contact ZAAD via the complaint link on the Platform and provide the requested information and information about the Products and why the Customer is unsatisfied. After receiving the complaint, ZAAD will process the complaint in cooperation with the Store if relevant and the Customer will receive a reply from ZAAD within 10 business days.

In case the Customer is not satisfied with ZAAD’s reply, the Customer may submit a complaint to the relevant consumer protection authority in the respective Emirate in the United Arab Emirates.

13. Customer Reviews

ZAAD does not control, modify, or edit any reviews posted. The reviews contained on the Platform are for information purposes only and do not constitute advice from ZAAD. Reviews reflect the opinions of customers who have ordered through the Platform or other third parties, and any statements, advice or opinions provided by such persons are theirs only. Accordingly, to the fullest extent permitted by law, ZAAD assume no responsibility or liability to any person for any reviews, including without limitation any mistakes, defamation, obscenity, omissions, or falsehoods that the Customer may encounter in any such reviews. ZAAD is entitled to store the reviews. The Customer will not receive compensation or benefits from making reviews through the Platform. There may be a delay between the filing of the review and the publishing hereof.

14. Customer Behavior

Customers are requested to show respect for the Store´s guests and personnel, as well as ZAAD´s personnel. The Customer is informed that in case of inappropriate behavior towards the Store, the other customers of the Store or ZAAD, or if the Customer commits a crime against or in the Store in connection with the Service, or violates the code of conduct rules of the Store or ZAAD or any other similar behavior, ZAAD may, in particular after complaints made by the Store, ban, exclude or suspend the Customer from the Platform and the Services. The intervention of ZAAD does not deprive the Store of the means and rights at its disposal to obtain possible reparations.

15. Limitation of Liability

ZAAD shall not be liable for losses arising out of or in connection with (i) matters for which an Store bears the responsibility, (ii) faults of third parties or through non-attributable interruption of availability of the Platform; (iii) orders by Customers made using fraudulently obtained payment data or other contractual data (e.g. the “phishing” of credit card data, identity theft etc.); (iv) content of sites to which the Platform links, including the accuracy of the linked sites and the data protection at such site; and (v) any similar events as set out under (i) – (iv).

ZAAD is not liable or responsible for any failure or non-compliance with respect to its Services if such failure is caused by circumstances outside ZAAD’s control. Such circumstances may be but is not limited to disruptions in the operation of ZAAD and/or the Store as a result of legislation, acts of state or public authorities, acts of war, terrorism, strikes, physical blockades, lockouts, and natural disasters and or any reason beyond ZAAD’s control.

ZAAD shall only be liable for direct losses and shall in no event be liable for indirect or consequential losses. In all events, except in the event of intentional fraud or willful misconduct, ZAAD´s liability is limited to the amount of the respective Reservation Order.

This also applies in respect to Product liability.

16. Intellectual Property

The Customer may use the Platform and print and download extracts from the Platform for his or her personal non-commercial use on the following basis:

a. The Customer must not misuse the Platform (including hacking or “scraping”).

b. Unless otherwise stated, the copyright and other intellectual property rights in the Platform and in material published on it (including without limitation photographs and graphical images) are owned by ZAAD or ZAAD’s licensors. These works are protected by copyright laws and treaties around the world and all rights are reserved. For the purposes of these Terms, any use of extracts from the Platform other than in accordance with this clause 16 is prohibited.

c. The Customer may not modify the digital or paper copies of any materials that he or she prints in accordance with this clause 16 and the Customer may not use any pictures, photographs or any other graphics, video, or audio sequences separately from any accompanying text.

d. The Customer shall ensure that ZAAD’s status as the author of the material on the Platform is always acknowledged and referenced.

e. The Customer is not allowed to use any of the materials on the Platform or the Platform itself for commercial purposes without obtaining a license from ZAAD to do so.

Except as stated in this clause 16, the Platform may not be used, and no part of the Platform may be reproduced or stored in any other Platform or included in any public or private electronic retrieval system or service, without ZAAD’s prior written permission.

17. Governing Law and Jurisdiction

These Terms (and any reservation and purchase of Products made hereunder) are subject to the Federal Laws of United Arab Emirates.

Any dispute arising out of or in connection with these Terms shall – where such dispute cannot be settled amicably – be decided by the Dubai Courts.

Irrespective hereof, the Customer may submit a complaint to the relevant consumer protection authority applying in the respective Emirate in which the Store, from which the reservation or purchase is made, is located.