Terms of service

All the information you need for a seamless experience with Freshly Meals. These Terms and Conditions apply to Freshly Meals and all its subsidiaries and partners across our markets that we operate in. 

For these Terms and Conditions, wherever the context so requires “You” or “Client” shall mean any natural or legal person who visits our Website/App and engages to buy our products. The term “We”, “Us”, “Our” shall mean Freshly Meals and all its subsidiaries and partners across our markets that we operate in

 

GENERAL TERMS

    • Clients that have signed up with Freshly Meals have agreed to Terms and Conditions during their subscription with Us. Freshly Meals reserves the right to update or amend these Terms and Conditions, at its sole discretion, without prior notice.
    • Further, the Terms and Conditions may be changed or updated as and when required to meet any changes in the requirements and standards as per applicable laws. We encourage You to frequently visit these sections to be updated on any changes made on Our platforms and to remain in compliance with these terms.

 

ORDERING

    • If You place an order through any of Our online channels, chat support, payment links etc., You are responsible for checking and confirming your order details (i.e., meal plan selected, food selections based on your taste and preferences, allergies, delivery dates, timings, delivery locations etc.). 
    • Products and services displayed on the website/app may not constitute an offer to sell. Orders placed by You are offers to purchase a particular product under these Terms and Conditions at the price specified (including delivery, other charges, applicable taxes etc). We reserve the right to accept or reject your offer for any reason (or no reason) including, but not limited to, the unavailability of any product, an error in the price or product description, or an error in your order.
    • The product images displayed on the Freshly Meals website & app are only for reference purpose. While every reasonable effort is made to maintain accuracy of information on our platforms, actual product packaging, product size, finish, colour, and such other product details may vary than what is shown on the app. Freshly Meals hereby disclaims any guarantees of exactness as to the taste, finish, appearance, size, colour etc., of the food product as ordered by You.

 

SUBSCRIPTIONS, PRICES & PAYMENT

    • We have daily, weekly, or monthly subscriptions for You to choose from based on your plan, number of meals etc. For the purposes of Our weekly and monthly subscriptions, a week constitutes a maximum of 6 calendar days, a month constitutes a maximum of 24 calendar days.
    • Pricing is based on the plan You choose the number of meals You opt for, and the number of deliveries You require, each week. The Freshly Meals app will give You a complete order summary along with necessary taxes, delivery charges, discount offers and any other charges as applicable.
    • All Our subscriptions (whether daily, weekly, or monthly) incur advance payments for us to process your order.

 

ALTERING YOUR PLAN – PAUSE/RENEW

    • You may make any alternations to your meal plan service (i.e., change in menu, delivery address, pausing your current plan, renewing your current/new plan etc.) by providing a prior notice of 48 working hours (2 working days) through our app. Changes can be made from your login page on the iOS / Android app only within that time-period else you will have preselected meals delivered to your selected address. Pre-selected meals are necessarily not part of your considerations, allergens etc. & always encourage you to plan your requirements as needed.
    • If you’re using our menu link services to select your menu, please make sure you choose your menu via the link shared by us a week prior for the following week. If we don’t receive your meal selections by end of business of the closing week, our nutritionist will randomly choose meals on your behalf and no further changes will be permitted for the week. We appreciate you choosing your menus on time to avoid any disappointment or errors.

 

MEAL PLAN VALIDITY

    • All plans have a 1 additional month (30 days) validity period from the day of your first delivery. You can pause and re-start your plan any number of times within this given period. Your subscription amount will be forfeited if You do not complete your package within this duration. 

 

PAYMENTS & REFUNDS

    • We accept online payments via credit / debit card using our website, app & payment links only.
    • In certain case by case situations, we might consider cash collection payments that would incur an additional charge of AED 20/- for your subscription. This cash collection payment would be collected 72hrs in advance of start of your package.
    • Payment must be made in full, 48 working hours before the chosen delivery date. Deliveries will not be processed unless the payment is received in full. In case a payment is declined either by your bank, credit/debit card or other payment modes, we won’t be able to dispatch the delivery.
    • All discounted plans have a NO REFUND policy. If you wish to subscribe with us, then we would suggest you take a trial or select our meals from our À la carte menu and test the service (meal options, meal portions, meal flavours/spice/salt levels, delivery timings etc.) before committing on a full month plan.  
    • If you do wish to cancel your subscription (full price plans without any discounts) will incur a twenty percent (20%) cancellation fee on the remaining number of days. All cancellations will be processed in the following week after receiving your empty meal plan bag and ice packs.
    • Couple/Family/Flat mates Offers – To pass on an additional discount for multiple members in the same house, all Deliveries/Pause/ Renewals in the same house needs to be on the same date & time. Additional delivery charge of AED 15/- per delivery will apply if any change is requested. 
    • A refundable deposit of AED 100 is charged per subscription for the insulated bags. Failure to return the insulated bag will result in forfeiture of the bag deposit. Additionally, for each missing bag and/or ice packs, a deduction of AED 20 will be applied. 
    • Insulated bags & ice pack refund - All cancellations will be processed in the following week after receiving your empty meal plan bag and ice packs after the request is received from the Client.
    • All refunds shall be processed to the client’s bank account only. The client needs to provide his full name (as per his bank account), email address, bank name, bank address, IBAN & account number to process his refund via the app.

 

DAILY DELIVERY SCHEDULES

    • We use a third-party delivery service provider and offer deliveries six days a week across the United Arab Emirates. Do ensure you share your correct information i.e. your complete name, address (flat/villa, street number/name, floor, Google Maps pin location, mobile number etc.  to avoid any unnecessary delivery delays.
    • Please check Our delivery locations before placing your order and select your delivery timings based on your location and preference (Your food deliveries are daily and can arrive anytime within the given selected time slot – we can’t and never guarantee a specific time due to a sheer volume of our deliveries).
    • We do not take responsibility for any failure to deliver due to inaccurate address details and refunds cannot be claimed in such case.  This would be considered as a paid day of your subscription.
    • We shall use best efforts to deliver the food/ meal to You as per the timelines mentioned on the Freshly Meals app, however, the delivery time mentioned on app is merely an estimate and the actual delivery time may vary, and is subject to inter alia weather and traffic conditions, delivery address distance. Further, We shall not be responsible any loss or delays affected by any political or social scenarios, beyond Our control, such as lockdowns, road diversions or any other impediments of like nature.

 

YOUR INSULATED BAG

    • To avoid spoilage, our food is delivered in insulated bags, lined with ice packs. The Food will be delivered by the delivery partner outside your delivery location. Our delivery partners will not ring your doorbell unless specifically requested.
    • Freshly Meals will not be held liable for spoilage, theft, and / or damage caused by others. The risk of loss for such products passes on to You upon delivery.
    • For best results and to avoid food spoilage, please refrigerate the food no more than 1 hour after receiving your delivery and consume within 24 hours. Select your delivery timings accordingly to avoid food spoilage/loss.
    • Empty bags are to be left outside your delivery location for Our delivery partners to collect on your next delivery.
    • Each of our clients are assigned with 2 cooler bags with ice packs. Each day, kindly return the empty cooler bag to receive your freshly meals refilled cooler bag. Failing to do so your meals would be delivered in a brown bag between 8am-12noon slot only.

 

HEALTH CLAIMS

    • Weight loss, muscle gain, weight management and other information mentioned on any of Our platforms is for informational purposes only and no benefits or results are guaranteed or assured. Your results may vary based on multiple factors such as genetics, lifestyle habits, activity levels, sleeping patterns, etc. Freshly Meals does not provide information that has been medically validated. We are not a medical organization, and the information mentioned on any of Our platforms should not be misconstrued as medical advice, prescriptions, or diagnoses. Please consult your doctor before subscribing to a meal plan, or when making any changes to the plan that might affect your health.

 

FOOD ALLERGIES, PREFERENCES, HEATING INSTRUCTIONS & SAFETY

    • Freshly Meals is not responsible for undeclared allergies / intolerances. Clients are expected to select the dishes themselves based on their preferences and requirements. We are NOT an allergy free kitchen.
    • For best results and to avoid food spoilage, please refrigerate the food no more than 1 hour after receiving your delivery and consume within 24 hours.
    • Our food boxes are microwave safe. You must remove the lid from the food boxes before re-heating.
    • Nutritional values shared across Our plans and meals are an indicative range, derived from the USDA database by formulating each ingredient per dish and set. Any information provided by Freshly Meals in reference to this is not intended to diagnose, treat, or cure any health condition. We hereby disclaim any and all liability in connection therewith.
    • The content of the Freshly Meals app, including without limitation, text, copy, audio, video, photographs, illustrations, graphics and other visuals, is for informational purposes only and does not constitute/substitute professional medical advice, diagnosis, treatment or recommendations of any kind. You should always seek the advice of your qualified heath care professionals with any questions or concerns You may have regarding your individual needs and any medical conditions. You agree that You will not under any circumstances disregard any professional medical advice or delay in seeking such advice in reliance on any content provided on or through the Freshly Meals App. Reliance on any such content is solely at your own risk.
    • Freshly Meals production facility produces food across all major food allergies that is determined by the U.S. Food & Drug Administration i.e., Dairy, Eggs, Peanut, Tree Nut, Soy, Gluten, Shellfish, Fish, Sesame, Mushroom, Spicy etc. Cross contamination may unintentionally occur during production or packaging, which may cause your meals to contain some or all the above-mentioned allergens. If You feel uncomfortable after consuming any of Our meals, consult your doctor immediately. Freshly Meals does not take any responsibility for any adverse effects on your health, or medical conditions or extremities that may be experienced during the tenure of the meal delivery or at any time thereafter. Any damages, monetary losses on such account will not be borne by Us.  

 

PRIVACY, CONTENT, PROPRIETARY RIGHTS, TRADEMARK

    • All credit / debit card details and personal identifiable information will NOT be stored, sold, shared, rented or leased to any third parties.
    • All right, title and interest in usage of the copyrights, patents, content (images, copy, nutritional information, calories etc.) shall belong solely and exclusively to Freshly Meals and all its subsidiaries and partners across our markets that we operate in.

Freshly Meals logo, product names, feature names, designs etc. are a trademark of Freshly Meals and may not be used, copied, reproduced, republished, uploaded, or imitated without the prior consent of Freshly Meals.