These Terms of Service explain the conditions for using the Mazrati Grocery website at [Website URL] and any services offered through it. Please read them before using the website or placing an order. Nothing in these terms limits any consumer right or remedy that cannot lawfully be excluded.
01About Mazrati Grocery
The website is operated by [Full registered legal company name], trading as Mazrati Grocery, registered in [Emirate and mainland or free zone], under trade licence number [Licence number], issued by [Licensing authority]. Our registered address is [Registered address]. In these terms, “Mazrati”, “we”, “us”, and “our” refer to that company; “you” refers to the website visitor or customer.
For website enquiries or order assistance, contact info@mazratisupermarket.ae or [Phone number]. Our customer service hours are Daily, 7:00 AM – 12:00 AM. [Insert VAT registration number if applicable]
02Using the website and customer accounts
By using the website, you agree to the terms applicable to that use. If you do not agree, please discontinue use. Where online ordering is offered, the applicable purchase terms will be presented before you submit an order.
You must have the legal capacity and authority required to enter into a transaction. If you act on behalf of another person or an organisation, you must be authorised to do so.
Provide accurate information when submitting forms or orders and keep it up to date. If accounts are available, keep your login details confidential and notify us promptly of suspected unauthorised access. We will investigate reported misuse; these terms do not make you automatically responsible for activity outside your control.
[Insert registration requirements, whether guest checkout is available, and how customers can close an account]
03Acceptable use
You must use the website lawfully. You must not submit fraudulent orders or payment details, impersonate another person, upload malicious code, attempt unauthorised access, interfere with website security, or use automated tools in a way that unlawfully extracts protected information or disrupts the service.
Enquiries and other submissions must not contain unlawful, abusive, misleading, or infringing material. You must not misuse promotions or use the website to obtain another person’s private information.
04Website content and customer submissions
Website text, designs, photographs, logos, and other content are owned by Mazrati or used with permission from their owners. You may view the website and retain copies of your own order records for personal use. Commercial copying, redistribution, or use of our branding requires permission, except where otherwise permitted by law.
You retain ownership of your content. You grant us a non-exclusive, royalty-free permission to display, reproduce, and format it for the website feature to which you submit it. We will seek separate permission for unrelated advertising use. You must have the rights needed to submit the content. We may remove content that breaches these terms, but will not alter an honest review to misrepresent your experience.
05Product and website information
We aim to keep product descriptions, prices, availability, and other website information accurate. Product images are illustrative, and packaging may change, but products supplied must still meet their agreed description and applicable legal standards. Store opening hours, services, and offers apply as stated on the relevant page.
Check the product label for ingredients, allergens, storage instructions, and use-by or best-before dates. If website information and the label differ, or you are unsure whether a product is suitable for you, contact us before consuming it. This does not reduce our responsibility to provide accurate information or supply safe products.
06Online orders and acceptance
Before submitting an order, check the items, quantities, delivery details, and total price. Submitting an order is a request to purchase the selected goods. An automated receipt acknowledgement confirms that we received the request; it is not acceptance unless expressly identified as such.
An order becomes binding when [Insert the actual acceptance event and customer notification].
Before acceptance, we may decline an order for a genuine reason, such as unavailable stock, an unsupported delivery address, failed payment authorisation, or reasonably suspected fraud. We will inform you and arrange release of any payment authorisation or refund of amounts collected for an unaccepted order. Accepted orders remain subject to your contractual and statutory rights.
07Prices and payments
Prices are displayed in [Confirm currency, for example AED]. [Confirm applicable VAT-inclusive price display] Delivery charges, service fees, minimum-order conditions, and any other payable amounts will be disclosed before you confirm the order. We will not add undisclosed charges afterwards.
We accept [Payment methods] through [Payment provider names]. Payment is [Insert authorisation and capture timing]. You must be authorised to use the chosen payment method. An invoice or order record will be provided through [Email or account download method].
If we identify a pricing or description error affecting an order, we will contact you and explain the options available under applicable law. We will not charge a higher amount without your agreement. Changes to published prices do not retrospectively change the agreed price of an accepted order, except for clearly disclosed and authorised weight adjustments or substitutions.
08Availability, substitutions and weighed products
Stock availability can change. If an item cannot be supplied, we will notify you and offer an appropriate option, such as an agreed substitute or a refund for the unavailable item. Any effect on discounts or delivery fees will be explained before you agree to a revised order.
We will not substitute products without your agreement, including an express substitution preference selected during checkout. Substitutions may have different ingredients or allergens, so review the substitute’s information before accepting it.
09Delivery and collection
Delivery is available within Dubai and Sharjah, subject to the availability shown at checkout. Delivery charges are free within 1 km of our nearest store and AED 10 beyond 1 km, and the minimum order is AED 80 for delivery (no minimum for store pickup). Estimated delivery times or booked slots are up to 30 minutes within 1 km and within 2 hours elsewhere in Dubai and Sharjah, between 7:00 AM and 12:00 AM.
Provide a complete address, correct contact details, and safe access instructions, and arrange for someone to receive the order. We will notify you of material delays and offer the remedies required by law if we cannot fulfil the agreed delivery arrangement.
Our responsibility for goods during delivery, and any transfer of risk on delivery or collection, will follow applicable law and the agreed fulfilment arrangement. A delivery partner’s involvement does not remove Mazrati’s obligations to you. Please inspect goods promptly and refrigerate or freeze temperature-sensitive items as instructed.
10Order changes and cancellations
To request a change or cancellation, use [Website function or customer service channel]. Our standard cancellation window is [Insert cutoff and conditions]. After that point, changes depend on the order’s preparation or dispatch status and your rights under applicable law.
If we cannot fulfil an accepted order, we will explain the reason and provide the appropriate refund or other remedy required by law. Where you are entitled to a refund, it will be processed under section 11. Cancellation does not waive rights arising from an existing failure to fulfil the order.
11Returns, refunds and product problems
If an item is missing, incorrect, damaged, spoiled, unsafe, or otherwise does not meet the agreed description, contact info@mazratisupermarket.ae with your order reference and a description of the problem. Photographs can help us investigate. Please report fresh-food concerns promptly; a requested reporting window does not override statutory rights or automatically defeat a claim about a hidden defect.
We will provide the replacement, refund, or other remedy to which you are entitled under applicable law. Do not consume a product you reasonably suspect is unsafe. We will explain whether it should be retained, collected, returned, or safely disposed of. [Insert collection or return arrangements and responsibility for related costs consistent with applicable law]
Refunds are issued through [Confirm refund method, including cash orders]. We initiate approved refunds within [Number] business days; the payment provider may take a further [Expected range] to display the credit. Store credit will not be imposed instead of a monetary refund where the law entitles you to repayment.
12Promotions and additional services
Discounts, voucher codes, and promotions are subject to the conditions displayed with the offer, including eligibility, qualifying products, expiry, and any usage limits. These conditions must be available before you rely on the offer. We may reject fraudulent use, but changes to an offer will not retrospectively remove a benefit already validly earned on an accepted order.
13Privacy and external services
Our Privacy Policy explains how we handle personal information. Cookie information and available controls can be found at [Cookie notice or settings link]. Agreement to these terms does not, by itself, constitute consent to optional marketing or tracking that requires separate consent.
Links to external websites are provided for convenience. Independent providers are responsible for their own services and terms. When a provider acts on Mazrati’s behalf to fulfil an obligation to you, using that provider does not remove our responsibilities under these terms or applicable law.
14Website availability and account restrictions
We may maintain, update, or temporarily suspend parts of the website. We will take reasonable steps to limit disruption. We may restrict access or an account where reasonably necessary to address a security risk, fraud, unlawful activity, or a serious breach of these terms, and explain the reason where lawful and practicable.
Website changes or account restrictions do not remove obligations relating to accepted orders, refunds, complaints, or your privacy rights. Contact info@mazratisupermarket.ae if you believe access has been restricted in error.
15Responsibility and events beyond our control
Each party remains responsible for its obligations under these terms and applicable law. Nothing in these terms excludes responsibility for fraud, a breach of mandatory consumer protection duties, or any other liability that cannot lawfully be excluded or limited.
If an event beyond our reasonable control disrupts fulfilment, we will inform affected customers and take reasonable steps to reduce the impact. We will explain available delivery, cancellation, and refund options. Such an event does not automatically allow us to retain payment for goods or services that are not supplied.
16Complaints, governing law and disputes
Please send complaints to info@mazratisupermarket.ae or the contact form in our Help Centre, including the order reference where relevant. We aim to acknowledge complaints within [Timeframe] and provide a response within [Timeframe]. If more time is needed, we will explain the next steps.
These terms are governed by the laws of the United Arab Emirates and the applicable laws of [Relevant emirate or jurisdiction]. Disputes may be brought before the courts with jurisdiction under applicable law. Nothing here prevents you from contacting the competent consumer protection authority or using a remedy available to you by law.
17Updates and general provisions
We may update these terms to reflect changes to the website, services, or applicable law. Updates will be posted at [Terms of service URL] with the effective date. We will provide notice or obtain agreement where required. The version accepted when an order was placed continues to govern that order unless you agree otherwise or the law requires a change.
If a provision is held invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law. A delay in exercising a right does not automatically waive it. No website policy or promotional condition can override mandatory consumer rights.