These Terms and Conditions constitute a legally binding agreement between you and MEALOS DELIVERY SERVICES L.L.C, a company incorporated in Dubai, United Arab Emirates under Commercial License No.1581935, having its registered office at Office No.3001-433, Malik Arenco Marlin Investment L.L.C, Al Muraqqabat, Deira, Dubai ("Mealos", "we", "us", "our").
"Platform" means the Mealos mobile application (available on iOS and Android), the Mealos website, and any related services or features provided by us. By downloading, accessing or using the Mealos mobile application or website or by placing an order for food/beverages/services from Mealos through the Platform, you confirm that you have read, understood and agree to be bound by these Terms in their entirety.
1. ELIGIBILITY
1.1 You must be at least 18 years old or have the consent of a parent or legal guardian who is at least 21 years old.
1.2 By using the Platform, you represent and warrant that you have the legal capacity to enter into this agreement under UAE law.
2. SERVICES
2.1 Mealos is a technology Platform that enables Customers to place online orders for food and beverages prepared by Mealos.
2.2 All food is exclusively prepared by Mealos. The Mealos delivery application only facilitates the order transmission, payment collection, and delivery coordination.
3. ACCOUNT REGISTRATION
3.1 You may be required to create an account and provide accurate personal information.
3.2 You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.
4. ORDERING PROCESS
4.1 Placing an order through the Platform constitutes an offer to purchase.
4.2 The order is only accepted (and a contract of sale is formed) when Mealos confirms the order in the Platform.
4.3 We reserve the right to refuse or cancel any order for any reason including unavailability of items, errors in pricing or description, or suspected fraud.
5. PRICING AND PAYMENT
5.1 All prices are in UAE Dirhams (AED) and inclusive of 5% VAT where applicable.
5.2 Payment shall be processed through Stripe, a licensed payment gateway regulated by the Central Bank of the UAE.
5.3 Cash-on-delivery may be offered at our discretion.
5.4 Mealos Wallet (Pre-paid Balance)
5.4.1 You may add funds to your Mealos Wallet. Money in the Wallet is held in a fully segregated client account at a licensed UAE bank and is protected under Central Bank of UAE Stored Value Facilities regulations.
5.4.2 Wallet balance can only be used inside the Mealos app and is non-withdrawable as cash, Except:
5.4.2.1 As a refund to the original payment method upon user request (processed within 3-7 business days, subject to verification); or
5.4.2.2 In cases of account closure, prolonged inactivity (24 months), or as required by law.
You remain the owner of the funds until they are spent.
5.5 Mealos Subscription Plans
5.5.1 We offer optional paid subscription plans that provide benefits such as free delivery, percentage discounts and priority support.
5.5.2 Subscription fees are charged in advance and auto-renew unless cancelled at least 24 hours before the next billing date.
5.5.3 You may cancel anytime via My Plan - Cancel Plan. Benefits continue until the end of the current paid period. However, for cancelled or skipped meals in active meal plans, the partial amount will be refunded as credit to your Mealos Wallet.
5.5.4 We may modify subscription prices or benefits with 30 days advance notice. Price changes do not affect the current paid period.
5.6 Refer & Earn
5.6.1 Existing and new users may receive Wallet credit of AED 15 when a referred friend uses the referrer's unique referral code and successfully completes a non-trial paid subscription on the Platform.
5.6.2 The referral reward of AED 15 for both the referrer and the referred friend shall remain pending until the referred friend completes the qualifying non-trial paid subscription. Upon successful completion, both parties will receive AED 15 each in their Mealos Wallet.
5.6.3 Each user may refer a maximum of twenty-six (26) friends under the Refer & Earn programme. The maximum Wallet credit that can be earned through referrals is approximately AED 390, after which no further referral rewards shall be credited.
5.6.4 Referral Wallet credit is non-withdrawable, usable only on the Platform, and valid for 365 days from the date of credit.
5.6.5 Fraud, self-referral, abuse, or spam activity will result in forfeiture of referral rewards, permanent disqualification from the programme, and may lead to account suspension or termination.
5.6.6 Mealos reserves the right to modify, suspend, or terminate the Refer & Earn programme at any time, including changing eligibility criteria, reward amounts, or caps.
6. DELIVERY
6.1 Delivery is performed either by Mealos own riders or by third-party logistics partners.
6.2 Delivery times displayed are estimates only. We shall not be liable for delays caused by traffic, weather, force majeure or any factor beyond our reasonable control.
6.3 Meals may be delivered up to one (1) hour before the start of your selected delivery time slot. By selecting a time slot, you acknowledge and accept this delivery window.
6.4 Where no specific delivery instructions are provided, the delivery partner will leave the meal at the door or nearest safe location and share a photo as confirmation. Where delivery instructions are provided, the delivery partner will make one (1) attempt to follow them; if not feasible, the meal will be left at the nearest safe location with photo confirmation.
6.5 If the customer is unavailable and no contactless delivery instruction has been provided, the order may be cancelled without refund.
7. INSPECTION, REFUNDS AND CANCELLATIONS
7.1 You must inspect the food immediately upon receipt. Complaints regarding quality, missing items or wrong items must be reported within 15 minutes of delivery via the in-app support feature.
7.2 In accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection, you are entitled to a full refund if:
- The restaurant cancels the order, or
- The delivered items are materially different from what was ordered, or
- The food is unsafe or spoiled.
7.3 Cancellation by Customer:
Customers may cancel an order directly through the app only if the scheduled delivery time is more than 12 hours away. In such cases, the full order amount will be refunded as credit to your Mealos Wallet. If the scheduled delivery time is 12 hours or less away, cancellation through the Platform is not permitted.
In exceptional circumstances and at our sole discretion, our support team may approve cancellation requests submitted through Platform support:
a. After Mealos acceptance but before preparation: 50% refund as Wallet credit or a credit voucher.
b. After preparation: No refund.
8. ALLERGIES AND SPECIAL DIETS
8.1 Menu descriptions include major allergens where known. However, we cannot guarantee the complete absence of cross-contamination.
8.2 You order entirely at your own risk if you have allergies or special dietary requirements.
9. LIMITATION OF LIABILITY
9.1 To the maximum extent permitted by UAE law, our total liability for any single order shall not exceed AED 1,000 (One Thousand Dirhams).
9.2 We shall not be liable for indirect, incidental or consequential damages.
10. FORCE MAJEURE
We shall not be liable for any failure or delay caused by events beyond our reasonable control including, but not limited to, acts of God, war, riots, pandemics, government orders, cyber-attacks, extreme weather or failure of third-party services.
11. INTELLECTUAL PROPERTY
All content on the Platform, including the "Mealos" name, logo, photographs and software, is owned by or licensed to us and is protected by the UAE and international intellectual property laws.
12. PRIVACY
Your personal data (including wallet and subscription data) is processed in accordance with our Privacy Policy and UAE Federal Decree-Law No. 45 of 2021.
13. TERMINATION
We may suspend or terminate your account and access to the Platform immediately if you breach these Terms or if required by law.
14. AMENDMENTS
We reserve the right to amend these Terms at any time. Amended Terms will be published in the app and on the website with at least 7 days' notice. Continued use after the effective date constitutes acceptance.
15. GOVERNING LAW AND DISPUTE RESOLUTION
15.1 These Terms shall be governed by and construed in accordance with the federal laws of the United Arab Emirates as applied in the Emirate of Dubai.
15.2 Any dispute arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the Dubai Courts.
16. CONTACT
For support: info@mealos.ae, +971 58 128 7855.
Agreement Notice: By using the Mealos app, you acknowledge that you have read, understood and agree to these Terms and Conditions and our Privacy Policy.