Customer Terms of Service

1. The service

La Tabdhir connects customers with independent restaurants and grocery stores offering surplus food. The store identified in your order sells and supplies the food. La Tabdhir operates the marketplace and reservation service. Each party remains responsible for its own duties under applicable law.

These terms cover reservations paid directly to the store at pickup or, where offered, delivery. Customer online card payments are currently unavailable. A future online payment service will require updated terms describing the actual payment and refund arrangement before it becomes available.

2. Accounts and guest orders

You must be at least 18 years old and provide accurate contact information. Keep your credentials, verification codes and pickup code secure. Guest checkout verifies your email. Creating an account with the same verified email can link your previous guest orders to that account.

Do not impersonate another person, make fraudulent reservations or misuse customer or store data. We may restrict abusive accounts, explain the restriction and review an error reported to support.

3. Your bag, price and collection

Contents of a surprise bag vary, but the store must honour the description, category, quantity and value it advertises. Surplus status or a discounted price does not permit unsafe, expired, recalled or misleadingly described food.

The order shows the store, price in AED, quantity, collection window and available payment or delivery method before you confirm. Check these details. The store must disclose any applicable tax and delivery charge; you must not be asked to pay an undisclosed additional charge. La Tabdhir does not add a booking fee to cash reservations.

Collect within the displayed pickup window and show your pickup code. If delivery is offered, the store arranges it and must comply with applicable food transport requirements. An order confirmation is a reservation record; request the receipt or applicable tax invoice from the food seller.

4. Food safety and allergens

Stores must provide accurate food and allergen information and maintain required licences and permits. A business review badge is not a certification that a particular bag is safe or free of allergens.

If you have an allergy, obtain specific ingredient and cross-contact information from the store before deciding to buy. A generic warning does not replace the store’s disclosure duties or waive your rights. Follow storage and use instructions; do not consume food that appears unsafe. Report safety concerns to the store, support and the relevant food authority as appropriate.

5. Cancellation and missed collection

You may cancel an unfulfilled reservation while its status is pending or confirmed. Cancel promptly in the app if you cannot collect. Orders already collected, completed, cancelled or marked no-show cannot be cancelled again through that control; contact support to dispute an incorrect status or request a remedy.

Two no-shows within a rolling 30-day period can temporarily block further bookings for registered and guest customers. Contact support if a no-show was recorded incorrectly or the store could not fulfil the order. No automatic monetary no-show penalty is charged for cash reservations.

The Refund and Return Policy below forms part of these terms. Cancellation, missed collection and complaint handling do not remove mandatory consumer rights.

6. Reviews, complaints and responsibilities

Reviews must describe a real experience honestly and lawfully. We may remove fraudulent, unlawful or abusive content.

The store is responsible for the food and its fulfilment. La Tabdhir is responsible for its platform service and its own acts and omissions. Nothing here excludes an obligation, remedy or liability that cannot lawfully be excluded, including mandatory consumer protection and compensation rights. There is no blanket waiver for food poisoning or allergic reactions.

Contact support with your order ID and concern. You may also contact the competent consumer protection or food safety authority and bring a claim before the competent UAE courts; support is not a mandatory exclusive remedy. UAE law applies, including applicable local rules.

7. Changes, language and privacy

We will notify you of material changes before they take effect and obtain acceptance where required. Changes do not retrospectively alter completed orders or waive accrued rights.

Arabic and English versions are available. No language clause limits mandatory Arabic information requirements or the applicable rules of interpretation before UAE authorities. Our Privacy Policy explains personal data processing; accepting these terms is not blanket consent to marketing.