Terms of service

Last updated on: May 27th May 2024

These general terms of use and legal information apply to the website of www.qarrib.com and to its related Qarrib mobile application (hereinafter, “Qarrib”). The site and mobile application belong to Qarrib L.L.C. By using the site and mobile application, you accept and expressly agree to these terms of use. If you do not agree, please refrain from using it.

Qarrib L.L.C. hereby makes the Qarrib website and mobile application (hereinafter, jointly, the “Platform”, “Application” or “APP”) available to users (hereinafter, the “User” or “Users”).

In accordance with the provisions of the applicable legislation, the following identification details of the site and mobile application owner are provided below:

●      Company name: Qarrib L.L.C-FZ

●      Registered address: Meydan Grandstand, 6th floor, Meydan Road,  Nad Al Sheba, P.O. Box 9305, Dubai, United Arab Emirates

●      Formation Number 2418690

1. OBJECT

Qarrib is a platform facilitating the exchange of services between Users who wish to order products and our partners (Merchants) who collect and deliver these ordered products. These terms apply when you use the Qarrib mobile applications or websites.

 By using the Services, you automatically agree to these Terms of Service. 

2. USER ACCESS AND REGISTRATION

2.1. Registration

In order to be a User of the platform, it is essential that you meet the following requirements:

●      Users must be at least 18 years of age.

●      At the time of using the Service, Users must truthfully indicate the delivery location by activating the function of transmitting their geodata location or manually indicate the exact address of delivery location.

●      Users must truthfully complete the mandatory fields of the registration form requesting personal details such as the User’s name, telephone number, e-mail address, and bank card number.

●      Users must carefully read these General Terms when accessing the platform. Further, acceptance of the General Terms is an essential step to be taken before registration.

●      Users must agree to the Privacy and Data Protection Policy.

●      Users must agree to the Cookie Policy.

By providing your mobile phone number to Qarrib pursuant to the use of the Service, you hereby affirmatively consent to our use of your mobile phone number for contacting you directly or contacting by Merchants in order to perform the Services, including but not limited to occasionally send notifications, text messages with promotional offers, service updates and reach out to you to survey regarding the quality of our services and you will also have option to unsubscribe from future updates by contacting Qarrib.

Qarrib  may use and share exact location  details , including the real-time geographic location of the User’s computer or mobile device, provided that this is authorised by the User and this location data shall be used by Qarrib  for the purposes of indicating the Users location of the point of origin and/or destination of a prospective order. In this regard, Users expressly consent to their geolocation data being shared with any Merchants, to successfully carry out the order requested at any given time. Users may choose to disable Geolocation on their devices as provided in the Data Privacy Policy. 

2.2. Order placement.

When placing an order, the User confirms the accuracy of all provided information. Orders are confirmed within the Platform interface. Qarrib may refuse any order at its discretion. Users may schedule orders as per the availability of the service.

2.3. Operation of the Service

Registered Users can place orders through the Application, purchasing products and services directly from Merchants. Qarrib is not responsible for product descriptions, prices, or photographs provided by Merchants. Availability of products is subject to change.

Users can purchase products and/or services directly from Merchants and, optionally, request delivery of the products from Merchants addresses to an address provided by the User, or choose to directly pick up the order from the Merchants using the PICKUP options, with condition that they are located in the territory in which Qarrib operates.

Through the Merchants model the Users have access to the marketplace available in the APPand may acquire the products and/or services therein offered by those Merchants who have signed an agreement with Qarrib. User may request via the APP the delivery of the products by any Merchants available and who accept the order to any address within the area covered by the relevant Merchant.

The User is aware, and accepts, that the descriptions and, where applicable, the prices or photographs of the products and/or services available on the APP, are provided based on the information and documents supplied by the Merchants, and that Qarrib is therefore unable to provide any guarantees against any possible inaccuracies in such descriptions, prices and/or photographs. Qarrib reserves the right to withdraw any product from its APP, as well as to modify the contents of its information sheet at any time, without thereby incurring any liability of any kind.

The User accepts that Qarrib is, in no way responsible, for the quality and/or characteristics of the products or services offered by the Merchants, who are professionals dedicated to the provision of the products or services offered through the APP. The Merchants are, similarly, responsible for the obtention of any licence or permit that may be legally required for the provision and offer of the said goods or services and, by offering them through the APP, the Merchants declare to have duly obtained them.

2.3. Variety limitations

The range and prices of the Products may differ depending on the delivery location.

2.4. Volume limitations

User might be contacted by Qarrib or any Merchant to confirm the order in the following cases:

   * If the total items in an order exceed 50 items or if an order contains 10 or more same items

  * If the order placed requires more than one delivery personnel to be handled due to volume limitations.

In all cases, Qarrib reserves the right to limit the delivery quantity for particular products or, if needed, not to deliver a particular product at all as per the availability of the Products.

2.5. Amending and cancelling orders

Orders cannot be amended once confirmed. Cancellations are allowed within a limited timeframe before the order is dispatched as per the technical specification of the service.

2.6. Incomplete order fulfilment / substitution

The main goal of Qarrib is to find a Merchant that will accept the User’s Order for delivery at the User’s location and fulfil the Order. The User agrees that the fulfilment of the Order is subject to stock availability and human errors. Qarrib reserves the right to change your order, in whole or in part, at any time and, without any liability or compensation, to remove any item that is out of stock, damaged, or otherwise unavailable in order to successfully fulfil your order. However, if any product you order is out of stock or unavailable from any Merchant, we may send you a push notification allowing you to select a replacement. If the goods are not delivered despite the invoice, the corresponding amount will be credited to the User within a reasonable time after Qarrib becomes aware of this. No subsequent delivery is obligatory, and the customer is not entitled to claim any additional compensation. If for any reason beyond our reasonable control we are unable to deliver a particular item, we will not be liable to the User. Please note that we will attempt to send the User a push notification regarding substitute products. In case the selected products are not available, the User may refuse these substitutes. While we will always try to accommodate your orders, orders of unusually large quantities of different items or of the same item may only be fulfilled at the discretion of the Merchant. Qarrib reserves the right to redirect the user's order to a store other than the one originally selected by the user in the event that the original store is unable to fulfil the order. In this case, in the new store, the total cost of the ordered goods must be equal to the price list of the original store.

3. DELIVERY

3.1. Delivery

Orders will be delivered directly to the delivery address specified by the User. Delivery is carried out by the Merchant’s personal delivery service, or by the Merchant’s delivery partner. Qarrib strives to ensure that the Merchant delivers the Order within an average delivery time of up to thirty (30) minutes. Qarrib does not and cannot guarantee compliance with delivery times, since couriers or Merchants’ delivery services carry out delivery personally and are not under the responsibility of Qarrib. You agree that Qarrib is not responsible for any deliveries made outside the expected delivery time.

3.2. Cancellation of a Delivery

If, for reasons beyond Qarrib's control, such as incorrect delivery address, absence of recipient, lack of access permission, bad weather conditions, etc., fulfillment of the order is impossible or only possible with great difficulty, delivery may be cancelled.

In this case, the User has the right to a refund of money paid online; Refunds will be initiated as soon as possible after order cancellation. The bank is responsible for transferring the amount to the user's account, which takes approximately 3-5 business days.

4. ECONOMIC CONDITIONS

4.1. Prices of the Services provided through the APP

Users agree that the Qarrib service is paid. Qarrib reserves the right to change the price of its Services in the Application at any time, informing Users if required by applicable law. Such changes will take effect immediately upon publication.

Qarrib charges the User a fee for using our APP in order to continually improve our overall services by providing a wider selection of providers and continually improving our user experience, among other things. The amount of the service fee may be fixed or variable depending on the cost of the products. This service fee will be charged to the credit card that the User has chosen to pay for the order. If the User selects the cash payment option, the service fee will be charged to the User in cash at the time of receipt or delivery of the order and the Merchant will be responsible for collecting this amount in the name and on behalf of Qarrib. In case of payment in cash, Qarrib reserves the right to withhold money from the User's card until payment is made at the time of delivery of the goods and/or completion of the task at the delivery location. If payment fails, Qarrib reserves the right to charge the card from which the money was withheld.

In addition to the specified service fee, the User must pay the cost of products and/or services requested through the Application, as well as courier or order fulfillment services provided by the Merchant each time collection and/or delivery to the User is requested. In the event of bad weather conditions, oversupply, high demand and/or any other conditions that may affect the provision of delivery services by the Merchant, the User may experience a temporary increase in fees for the services provided. In any case, the delivery service fee may also change in cases of force majeure beyond the control of Qarrib. In accordance with these conditions, the User will have the right to find out the cost of the service before paying for it.

4.2. The cost of products and/or services offered in the APP 

The prices applicable to each service and/or product offered on the AРР are set by Qarrib and also by the Merchants. Qarrib makes every effort to ensure that the prices in the Application are updated and properly reflect the actual price that will be applied by the Merchant; however, in certain situations beyond Qarrib's control, the price listed by Merchant on the Application may differ. In such event, the Merchant shall be solely responsible for the price change and the User shall contact Qarrib regarding any claims that may arise. The purchase requested through the Application will proceed at the price indicated in the Application.

All prices indicated in the Application include all taxes that may apply depending on the territory from which the User operates, and in any case must be expressed in the currency valid in the territory from which the User operates.

The User acknowledges that the prices for goods and services indicated by Merchants in the Application may not always include the price of their packaging, which may be charged to the User separately if required by applicable law and/or standards. In particular, but without excluding any other cases, the User acknowledges that he may be charged separately for any plastic packaging accompanying his order.

4.3. Payment methods

You can choose from the following ways of paying on delivery, depending on the products, the means of dispatch and as per technical availability:

  * Credit card reader on delivery

  * Cash on delivery

  * Online payment

The User may pay for the products and/or services in cash or by credit card. When making the order, the User will be informed of the various payment options available in the territory from which the service is being requested. Additionally, in certain territories, the User may also have the option to pay with mobile money, either via the APP or at the moment of pick up or reception of the order, as indicated through the APP in each case.

In order to pay with a credit card, the User must provide the card details through the APP as a payment method associated with his/her account. Qarrib does not store any payment information (such as card numbers, expiration dates, etc.) on our servers. We only display an indicator in the form of the last four digits of the card within the app, using an encrypted token from the payment provider. However, all the payment information is stored on the servers of the payment provider, which is PCI DSS certified.

The cash payment option may be unavailable in some of the countries in which Qarrib operates. If available, in the case of cash payments, Qarib reserves the right to withhold the money from the User's card until payment is made at the time of delivery of the product and/or on completion of the assignment at the place of delivery. If the payment does not take place, Qarrib reserves the right to charge the card on which the money has been withheld.

If payment for the service can for any reason not be taken from the User, the User’s account shall be blocked until the situation has been rectified and the debt has been settled. 

4.4. Billing

The Merchant holds the responsibility to provide the user with the receipt upon delivery.

4.5 Tipping

Tipping is a way Qarrib’s users can reward the drivers and pickers (staff) that are involved in executing their orders via the Qarrib mobile applications or websites. Users tip the staff directly via the credit/debit card they have registered. Any tip paid by the customer via the Qarrib mobile applications or websites will be non-refundable. All tips paid by the customer will be paid in the local currency of the country from where the orders are placed.

Upon rating an order with Qarrib, the customer will have the option to make a discretionary payment of a tip to Merchants delivery staff in addition to the purchase price of the items in the order. Qarib will subtract any transactional fees related to the online payment gateway and bank transfer cost and shall transfer the remaining amount to staff involved in the execution of each specific order at a monthly or bimonthly basis. Therefore, Any charges levied by the bank or payment gateway will be covered by the staff. Tipping is “voluntary” and at the sole discretion of each user.

Qarrib may at its sole discretion decide the exact allocation of the tip between the various staff members that contributed to the execution of the orders.

It is the sole responsibility of the picker and driver to provide accurate bank details to Qarrib via the online verification/validation form. Qarib will not be liable in case of inaccurate information provided or incorrect bank transactions.

5. PRODUCT DECLARATION

We take care to update the product information in the Platform regularly. In rare cases, the information may deviate from the details printed on the product packaging. In such an instance, the information on the packaging takes precedence. Because recipes may change anytime, we recommend that you regularly consult the ingredients list and allergy-related information on the packaging.

Qarrib is not responsible for the quality of products and goods delivered in the Order to the User. The Merchant executing the Order bears full responsibility for the quality.

7. DISCOUNTS, PRIVILEGES & VOUCHERS

7.1. Promotional codes and/or other offers or discounts

Qarrib may unilaterally provide at any time credits for use within the APP, discounts, free service as well as any other promotion, to certain Users (hereinafter, the “Discounts and/or Promotions”). Any of these discounts and promotions may unilaterally be cancelled at any time by Qarrib.

The User acknowledges and accepts that any Discounts or Promotions granted must be used only within the validity period established by Qarrib for each Discount and/or Promotion. If no validity period is specified by Qarrib at the moment of communicating and/or granting such Discount or Promotion, the validity period applicable by default will be of one (1) month from the date on which they were made available to the User. Any other validity period set by Qarrib at the moment of communicating or granting the said Discount and/or Promotion will prevail over the one (1) month default validity period stated above.

Similarly, the User acknowledges and accepts that any Discounts and/or Promotions granted may be applicable only to certain products and/or services offered through Qarrib’s APP or only under specific circumstances and conditions (e.g. first order, order within a territory, order at a specific time of the day, order of a certain type, Small Order Surcharge, etc).

Discount and/or Promotions granted to Users must be correctly entered in the APP by the User before placing the order. Otherwise, they will not take effect and the User will be unable to enjoy them. The User is responsible for making sure that the Discount and/or Promotion is applicable for the specific products or services requested through the APP and that the Discount or Promotion is still valid and fully effective.

The User acknowledges that Discounts and/or Promotions may experience a delay in its application from the moment in which these are communicated and/or granted to the User. In particular, among others, the Discounts and/ or Promotions offered by Qarrib for first Users or first orders in the APP may take between 24 and 72 hours from the time of the creation of the User account to be available. The User is responsible for making sure that the Discount and/or Promotion has been correctly entered in the APP and to review that it has correctly been applied to the order. If this delay in application exceeds 72 hours, the User can use the Help Section to contact Qarrib’s User Support.

The User acknowledges and accepts that all Discounts and/or Promotions are valid only once per User and, therefore, may be restricted based on various characteristics such as device, credit/debit card, email address, phone number or user ID, save expressly provided otherwise by Qarrib in reference to the specific Discount and/or Promotion.

In any case, Qarrib reserves the right to unilaterally cancel and withdraw any Discount and Promotion either offered or already granted if it becomes aware of a fraudulent use thereof (such as, among others, a promotional code being redeemed by someone who is not its legitimate recipient, the mass communication of codes or the sale of codes or discounts). Furthermore, it reserves the right to apply sanctions to Users for the amount for which Qarrib has been defrauded as well as for the suspension and/or cancellation of User’s account.

Qarrib will accept no liability if, due to an event of force majeure or other events beyond its control or whose need is justified, it is forced to cancel, shorten, extend or amend the conditions of Discounts and Promotions. In particular, Qarrib will accept no liability if the website or mobile application are not available at any time during Discounts and Promotions or for a malfunction in the automated promotion system. 

8. CUSTOMER SERVICE & COMPLAINTS

Qarrib’s Customer Service provides information regarding any questions, issues or complaints related to the Qarrib service. Users may contact Qarrib via e-mail (support@qarrib.com) , drop a message through the app or call the customer service line. Missing items must be reported immediately on reception of the Products, otherwise Products are considered to have been accepted by User as being in perfect condition. Latent defects must be reported to Qarrib’s customer Service immediately after they come to light, although in these cases there are limitations of error acknowledgement.

9. GENERAL TERMS

9.1. Data protection

Data collected are treated as confidential and in good faith. When registration is made, your data is collected for business and marketing purposes in the form of personal information such as last name, first name, address, email address, location and phone number. In addition to data explicitly entered, information is gathered automatically from the log files when you access the Services interface.

Qarrib may share the address, phone number, and other required info with partner merchants for fulfilment of orders or to have CRM systems aligned.

9.2. Release

You agree that neither Qarrib nor its affiliates or licensors are responsible for the fitness or conduct of any Merchant. Neither Qarrib nor its affiliates or licensors will be liable for any claim, injury or damage arising in connection with the acts or omissions of any Merchant. In the event you have a dispute with any Merchant, you hereby release Qarrib and its officers, directors, employees, subsidiaries, affiliates, agents and representatives from any and all claims, liabilities, costs, including without limitation attorney's fees, loss or damage of every kind and nature, known and unknown, arising out of or in any way connected with such disputes.

9.3. Guarantee of data communication

Given the current state of the technology, no guarantee can be given that data communication via the internet will be error-free and/or available at all times. Qarrib therefore accepts no liability in respect of the constant, uninterrupted availability of the online shop, nor for technical and electronic faults during sales transaction, in particular for any delay in processing or accepting orders.

9.4. Termination

At its sole discretion, Qarrib may modify or discontinue Service, or may modify, suspend, or terminate your access to Service or the Support, for any reason, with or without notice to you and without liability to you or any third party. In addition to suspending or terminating your access to Service or the Support, Qarrib reserves the right to take appropriate legal action, including without limitation pursuing civil, criminal, or injunctive redress. Even after your right to use the Support is terminated, your Account will remain enforceable against you. You may terminate Account at any time, however Qarrib does not guarantee its termination due to technical availability. All provisions which by their nature should survive to give effect to those provisions shall survive the termination of Account.

9.5. Governing law and dispute resolution

This Agreement and your use of the Services of Qarrib are governed by and construed in accordance with the applicable laws’ emirate of Dubai, United Arab Emirates. Any dispute, controversy, or claim arising out of or relating to this Agreement, or the breach, termination, or invalidity thereof, shall be settled by arbitration administered by the Dubai International Arbitration Centre (DIAC) in accordance with its Arbitration Rules in force at the time of the commencement of the arbitration proceedings. The seat of arbitration shall be in Dubai, United Arab Emirates (UAE). The dispute shall be resolved by a sole arbitrator, appointed in accordance with the Arbitration Rules of DIAC. The arbitration proceedings shall be conducted in the English language.

9.6. Severability

If any of the clauses of these General Terms are found to be voidable or void by operation of law, such clause(s) shall be deemed not to have been included. Such declaration of nullity will not cause the other clauses to be void, and these shall remain valid and effective between the Parties.

9.7. Updates and Changes to the APP

Qarrib reserves the right to amend these General Terms, the Privacy Policy and the Cookie Policy at any time. Qarrib will provide prior notice of those amendments when mandatory in accordance with the laws applicable.

In addition, Qarrib reserves the right to update, amend or delete the information contained on its APP, at any time and without the need for prior notice unless mandatory as per the applicable law, with regard to its layout, presentation and access conditions, without thereby accepting any liability in relation thereto.