These Terms of Sale (“Terms”) govern purchases, transactions, orders, deliveries, payments, refunds, and related services made available through the Fudchef Digital Ecosystem.
By creating an account, placing an order, making a payment, purchasing a ticket, using a Fudchef service, or otherwise completing a transaction through Fudchef, you acknowledge that you have read, understood, and agreed to these Terms.
Nothing in these Terms excludes or restricts any right or remedy that cannot lawfully be excluded under applicable law.
Fudchef is an integrated digital commerce, ordering, payment, merchant-services, and delivery ecosystem owned by Fudchef Group Incorporated, Trade No. ICC20230476, and managed by Fudchef Trading LLC, License No. 978132.
For purposes of these Terms, “Fudchef,” “we,” “our,” and “us” refer, as applicable, to the Fudchef entity responsible for providing or managing the relevant service.
The Fudchef Digital Ecosystem includes:
Fudchef Customer Application – enabling customers to discover and purchase products and services, make payments, purchase tickets, earn rewards, and access other available services.
Fudchef Vendor Application – enabling restaurants, retailers, merchants, and other registered vendors to receive and manage orders.
Fudchef Driver Application – enabling authorized delivery personnel to receive assignments, manage pickups and deliveries, navigate routes, and update delivery statuses.
Fudchef POS Application – providing participating merchants with point-of-sale functionality for managing sales, transactions, orders, and related operations.
These applications, together with Fudchef's websites, dashboards, administrative systems, APIs, payment integrations, merchant interfaces, logistics technologies, and related digital services, collectively constitute the “Fudchef Digital Ecosystem.”
Fudchef provides technology and related services that enable customers to discover and transact with participating restaurants, grocery stores, retailers, merchants, ticket providers, and other independent sellers or service providers (“Vendors”).
Unless Fudchef is expressly identified as the seller of a particular product or service, the relevant Vendor remains responsible for the products or services it offers through Fudchef.
To the extent applicable to the relevant transaction, Vendors are independently responsible for matters within their control, including:
Preparation and quality of food.
Ingredients and recipes.
Portion sizes.
Food packaging and sealing.
Product descriptions and availability.
Menu information supplied by the Vendor.
Product quality and conformity.
Preparation times.
Stock and inventory information.
Regulatory compliance applicable to their products.
Pricing information supplied by the Vendor.
Other Vendor-controlled aspects of fulfilment.
Fudchef may facilitate communication, payments, ordering, logistics, refunds, or customer-service resolutions without thereby assuming responsibility for matters legally attributable to the Vendor.
Where Fudchef provides or arranges delivery, its responsibility relates to the collection, transportation, tracking, and delivery functions within its reasonable control.
Delivery personnel are generally not authorized to open sealed food packages or inspect the contents of sealed orders.
Customers should therefore report missing, incorrect, damaged, or quality-related items through the appropriate customer-care process.
Customers are responsible for maintaining accurate account information, including their name, telephone number, delivery address, payment information, and other information reasonably required to provide the service.
Customers are responsible for maintaining the confidentiality and security of their accounts and must promptly notify Fudchef of suspected unauthorized use.
Fudchef may verify customer information where reasonably necessary for fraud prevention, security, payment processing, regulatory compliance, promotions, or account protection.
Fudchef may temporarily restrict or suspend an account while suspected fraud, abuse, unauthorized activity, payment disputes, or security concerns are investigated.
Placing an order constitutes an offer by the customer to purchase the selected products or services.
An order remains subject to:
Vendor acceptance.
Product availability.
Successful payment authorization.
Operational availability.
Delivery availability.
Applicable geographic restrictions.
These Terms.
An order becomes accepted when confirmation is provided through the Application or another authorized Fudchef communication channel.
Receipt of payment authorization alone does not necessarily constitute final acceptance where fulfilment has not yet been confirmed.
Products, menus, inventory, prices, delivery availability, and services displayed through Fudchef may change.
Where an ordered item becomes unavailable, Fudchef or the Vendor may contact the customer regarding a substitute, partial fulfilment, cancellation, credit, or refund, as appropriate.
Fudchef reserves the right to correct genuine technical, typographical, pricing, configuration, or system errors.
Where an obvious error materially affects an order, Fudchef may cancel the affected transaction and refund amounts actually paid for the affected item or transaction, subject to applicable law.
Available payment methods may vary by country, operational zone, Vendor, service, currency, and payment provider.
Methods may include:
Credit and debit cards.
Mobile money.
Digital wallets.
Fudchef Wallet.
Promotional credits.
Cash on delivery.
Regional payment methods.
Other supported methods.
Fudchef may add, remove, suspend, or modify available payment methods.
By selecting a payment method and submitting an order, the customer authorizes Fudchef and/or its authorized payment provider to process the applicable amount.
Payment transactions may be processed by independent banks, card networks, payment gateways, mobile-money providers, and other financial institutions.
Processing times, authorization decisions, reversals, chargebacks, and settlement times may therefore depend partly on those third parties.
Fudchef is not responsible for delays or failures caused solely by a customer's bank, card issuer, telecommunications provider, payment processor, or other independent payment provider, except to the extent responsibility cannot lawfully be excluded.
Customers must not initiate fraudulent, dishonest, or abusive payment disputes or chargebacks.
Where a chargeback or payment dispute is raised, Fudchef may provide the relevant bank, payment processor, or payment network with transaction records, order information, delivery evidence, communications, and other information reasonably required to investigate the dispute.
Where legally permitted, accounts associated with confirmed payment fraud, repeated abusive chargebacks, or deliberate misuse may be restricted or suspended.
A customer may request cancellation before fulfilment has materially commenced.
For restaurant and food orders, preparation may begin shortly after Vendor acceptance. Once preparation has commenced, cancellation and refund eligibility may be restricted because the product is perishable and has been prepared specifically for the order.
Fudchef or the Vendor may cancel an order where:
Payment fails or cannot be verified.
Products become unavailable.
The Vendor cannot fulfil the order.
Delivery cannot reasonably be completed.
The customer provides inaccurate information.
The customer cannot reasonably be contacted.
Suspected fraud or abuse is identified.
The transaction violates these Terms.
The transaction appears unlawful.
Circumstances beyond reasonable control prevent fulfilment.
Where appropriate, amounts paid for cancelled items will be refunded in accordance with the applicable refund policy.
Delivery fees are calculated and displayed through the Application before order confirmation.
Fees may vary according to distance, location, demand, delivery conditions, Vendor location, operational zone, order characteristics, and other relevant factors.
Any delivery time displayed through Fudchef is an estimate, unless expressly stated otherwise.
Actual delivery times may be affected by:
Restaurant or Vendor preparation time.
Traffic.
Weather.
Road closures.
Building access.
Customer availability.
Unusually high demand.
Accidents.
Government restrictions.
Technical disruptions.
Circumstances beyond Fudchef's reasonable control.
A reasonable delay does not automatically entitle the customer to compensation beyond rights provided under applicable law.
Customers must provide complete and accurate delivery information and remain reasonably available to receive their orders.
Where delivery fails because the customer:
Provided an incorrect address.
Provided an incorrect telephone number.
Cannot be contacted.
Refuses reasonable delivery attempts.
Fails to provide necessary access instructions.
Is unavailable for an unreasonable period.
Fudchef may treat the delivery as unsuccessful.
Refund eligibility in such circumstances will depend on the nature of the product, costs already incurred, and applicable law.
An order may be considered delivered when it has been handed to the customer, an authorized recipient, reception/security personnel where reasonably appropriate, or left at a location expressly authorized by the customer.
Food, beverages, groceries, and other perishable products require special treatment because they may deteriorate rapidly and may be prepared specifically for an individual order.
Customers should inspect their order promptly after delivery and report material problems within a reasonable period through Fudchef Customer Care.
Where reasonably necessary to investigate a complaint, Fudchef may request photographs, videos, packaging, receipts, order details, or other reasonable evidence.
Failure to provide reasonably requested information may prevent Fudchef or the Vendor from verifying the complaint.
Nothing in this section limits statutory consumer rights that cannot lawfully be excluded.
Eligible non-perishable products may be returned where:
The wrong product was delivered.
The product was materially different from its description.
The product was defective or damaged when received.
Applicable law otherwise provides a return right.
Subject to applicable law, return rights may be restricted for:
Prepared food and beverages.
Consumable products.
Perishable goods.
Opened hygiene products.
Personal-care items.
Products damaged after delivery.
Customized goods.
Certain digital products.
Goods with removed or altered serial numbers.
Other products that cannot reasonably be resold after return.
Where a change-of-mind return is legally or contractually available, the product must ordinarily be unused and returned in substantially its original condition.
Refund requests may be reviewed against order records, Vendor information, delivery records, payment records, photographs, videos, customer communications, and other reasonably relevant evidence.
Submission of a complaint does not itself constitute automatic approval of a refund.
Approved refunds will ordinarily be returned using the original payment method.
Where appropriate and legally permitted, refunds may alternatively be issued to the customer's Fudchef Wallet.
Once Fudchef has successfully initiated an approved card refund, the time required for the funds to appear in the customer's account may depend on the payment processor, card network, and issuing bank.
The expected processing period for card refunds is generally approximately five (5) to ten (10) working days, although third-party processing may occasionally require additional time.
Promotional credits, complimentary wallet funds, cashback bonuses, goodwill credits, referral rewards, and other benefits issued without an equivalent cash payment are not redeemable or withdrawable as cash unless expressly stated otherwise or required by applicable law.
Such credits may be:
Restricted to purchases through Fudchef.
Subject to expiry.
Limited to selected Vendors or services.
Subject to minimum-order requirements.
Reversed where obtained through fraud, abuse, cancellation, or violation of promotional conditions.
Promotions, reward points, referral programs, cashback campaigns, coupons, and other incentives may be governed by additional campaign-specific conditions.
Fudchef may correct rewards or credits granted because of technical errors, duplicate transactions, fraud, misuse, or cancelled/refunded transactions.
Creating multiple accounts, recycling telephone numbers, manipulating referral systems, coordinating artificial transactions, or otherwise attempting to obtain benefits contrary to the purpose of a promotion is prohibited.
Fudchef may restrict promotional eligibility or reverse improperly obtained benefits where reasonably supported by evidence and permitted by law.
Vendors are responsible for ensuring that pricing, discounts, products, menus, and promotions submitted through their merchant accounts are accurate.
Discounts relating to Fudchef orders should be configured through authorized Fudchef merchant systems unless otherwise approved by Fudchef.
Vendors must not use unauthorized off-platform arrangements in a manner that misleads customers, interferes with transactions, or circumvents agreed commercial arrangements.
Fudchef operates solely as a digital marketplace and technology service provider, enabling independent event organizers, promoters, merchants, and ticket vendors (collectively, "Event Organizers") to advertise, list, market, distribute, and sell event tickets through the Fudchef Digital Ecosystem.
Unless expressly identified as the event organizer, Fudchef is not the organizer, promoter, sponsor, owner, operator, producer, or guarantor of any event advertised or ticketed through its platform.
The purchase of an event ticket establishes a contractual relationship between the customer and the respective Event Organizer regarding the delivery and performance of the event.
The Event Organizer bears full and exclusive responsibility, as between the Event Organizer and Fudchef, for:
The legitimacy, authorization, and lawful operation of the event.
The accuracy of event descriptions, dates, locations, schedules, and ticket information.
Obtaining all necessary government permits, approvals, licenses, and insurance.
Honoring purchased tickets and providing admission to the event.
Event cancellations, postponements, relocations, or failure to take place.
Fraudulent representations, misappropriation of ticket proceeds, or disappearance after receiving payment.
Customer refunds, compensation, complaints, and claims arising from failure to deliver the event.
Fudchef does not guarantee that an advertised event will take place or that an Event Organizer will fulfill its obligations.
Customers acknowledge that ticket payments collected through Fudchef may be processed and settled to the respective Event Organizer before or after the scheduled event date, in accordance with the applicable merchant agreement.
Once funds have been lawfully settled to an Event Organizer, Fudchef does not guarantee their recovery if the organizer subsequently cancels the event, becomes insolvent, absconds, engages in fraud, or otherwise fails to fulfill its obligations.
The Event Organizer remains responsible for all valid refunds and related financial obligations arising from such circumstances.
To the fullest extent permitted by applicable law, Fudchef shall not be required to finance or reimburse such refunds from its own funds solely because an Event Organizer has failed to perform its obligations or return settled ticket proceeds.
Where an event is cancelled, abandoned, postponed indefinitely, misrepresented, or never takes place, the Event Organizer shall be primarily responsible for refunding affected customers in accordance with applicable law.
Fudchef shall not, merely by providing ticketing infrastructure, collecting payments, or facilitating merchant settlements, become the guarantor of the Event Organizer's financial or contractual obligations.
Where an Event Organizer disappears, becomes unreachable, refuses refunds, or fraudulently retains ticket proceeds, customers acknowledge that claims relating to the Event Organizer's failure to deliver the event should be directed primarily against that Event Organizer.
Fudchef may assist with complaints, provide available transaction records, suspend the organizer's account, or cooperate with relevant authorities. Such assistance shall not constitute an admission or assumption of liability.
Nothing in this section excludes any refund, chargeback, statutory remedy, or other liability that Fudchef is legally required to honor under applicable law.
The publication, promotion, or sale of tickets through Fudchef does not constitute a guarantee, certification, endorsement, or assurance of the Event Organizer's financial standing, integrity, legal compliance, or ability to deliver the event.
Customers are encouraged to review the organizer's identity, event details, refund conditions, and other relevant information before completing a purchase.
Fudchef reserves the right, where legally permitted and reasonably justified, to verify organizers, request supporting documents, investigate suspicious ticket sales, suspend listings, restrict accounts, delay settlements, withhold unsettled proceeds, and cooperate with law enforcement or regulatory authorities.
These measures are discretionary safeguards and do not create a guarantee against Event Organizer fraud or default.
Before completing an event ticket purchase, customers must acknowledge and agree that:
Fudchef provides the digital platform through which independent Event Organizers sell tickets.
The Event Organizer, not Fudchef, is responsible for organizing, conducting, and delivering the event.
Ticket proceeds may be transferred to the Event Organizer before the event takes place.
If the Event Organizer cancels the event, fails to deliver it, disappears, or engages in fraud, the Event Organizer remains primarily responsible for refunds and related claims.
Fudchef does not guarantee reimbursement from its own funds for an Event Organizer's default, except where required by applicable law or expressly agreed by Fudchef.
Acceptance of these Terms does not waive any mandatory consumer protection rights.
By confirming the ticket purchase, the customer acknowledges these risks, accepts the respective responsibilities of Fudchef and the Event Organizer, and agrees to these ticketing conditions, subject to applicable law.
Each Event Organizer shall indemnify, defend, and hold harmless Fudchef Group Incorporated, Fudchef Trading LLC, their affiliates, directors, officers, employees, and authorized representatives against claims, refunds, chargebacks, penalties, damages, losses, and reasonable legal expenses arising from the Event Organizer's fraud, misrepresentation, event cancellation, non-performance, unlawful conduct, or breach of its merchant agreement, to the extent permitted by applicable law.
This indemnification shall survive event cancellation, merchant suspension, termination of platform access, and settlement of ticket proceeds.
Any POS terminal, order-processing device, printer, payment device, or other equipment supplied by Fudchef remains subject to the applicable merchant agreement.
Equipment owned by Fudchef must be:
Properly maintained.
Protected from unauthorized modification.
Used only for authorized business purposes.
Returned when required.
A Vendor may be responsible, subject to its agreement and applicable law, for loss or damage caused by misuse, negligence, unauthorized modification, or failure to return Fudchef-owned equipment.
Equipment purchased outright by a Vendor is non-refundable except where otherwise agreed or required by law.
All rights in the Fudchef name, trademarks, logos, software, applications, interfaces, databases, graphics, designs, proprietary technologies, documentation, and other intellectual property belong to Fudchef, its affiliates, or its applicable licensors.
Customers and Vendors receive no ownership rights by using Fudchef.
No person may, except where permitted by law or expressly authorized in writing:
Copy or reproduce Fudchef software.
Reverse engineer protected components.
Scrape or systematically extract Fudchef data.
Reproduce Fudchef branding.
Interfere with Fudchef systems.
Circumvent security measures.
Use Fudchef intellectual property for unauthorized commercial purposes.
Customers must not use Fudchef:
Fraudulently or unlawfully.
To impersonate another person.
To manipulate promotions.
To submit false complaints.
To interfere with technology or security systems.
To harass Vendors, drivers, employees, or other users.
To conduct unauthorized automated activity.
For any activity reasonably considered abusive or harmful to the service.
Fudchef may investigate suspected violations and, where reasonably justified, restrict or suspend access while an investigation is conducted.
Fudchef seeks to provide reliable services but does not guarantee that every service, Vendor, payment method, feature, delivery option, or function will be available continuously or without interruption.
Fudchef may temporarily suspend, modify, maintain, upgrade, replace, or discontinue features where reasonably necessary for:
Maintenance.
Security.
System upgrades.
Regulatory requirements.
Operational requirements.
Fraud prevention.
Improvement of the service.
Fudchef may rely upon third parties for services including:
Payments.
Mapping and navigation.
Telecommunications.
Cloud infrastructure.
Banking.
Mobile money.
Messaging.
Analytics.
Other technology or operational services.
Fudchef is not responsible for an independent third party's acts, omissions, outages, or processing delays except where Fudchef has responsibility under applicable law.
Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence where applicable, or other non-excludable statutory liability.
Subject to those mandatory rights and to the fullest extent permitted by law, Fudchef will not be liable for indirect, incidental, consequential, exemplary, or special losses arising from use of the service.
This includes, where legally permissible:
Loss of profit.
Loss of business opportunity.
Business interruption.
Loss of anticipated savings.
Indirect loss of data.
Consequential commercial loss.
Where Fudchef's liability in connection with an individual transaction may lawfully be limited, Fudchef's aggregate liability will not exceed the lesser of:
a. The amount actually paid by the customer for the affected transaction, together with any delivery amount required to be refunded by law; or
b. AED 300.
This limitation does not apply where prohibited by applicable law.
To the extent permitted by law, a user agrees to indemnify and hold harmless Fudchef, its parent companies, affiliates, directors, officers, employees, contractors, and agents against claims, losses, liabilities, damages, and reasonable expenses arising directly from that user's:
Unlawful conduct.
Fraudulent activity.
Material breach of these Terms.
Infringement of third-party rights.
Deliberate misuse of Fudchef.
This clause does not require a consumer to indemnify Fudchef for losses caused by Fudchef's own unlawful conduct.
Fudchef may restrict, suspend, or terminate access to an account where reasonably necessary because of:
Suspected or confirmed fraud.
Payment abuse.
Repeated chargeback abuse.
Security threats.
Promotion manipulation.
Unlawful conduct.
Material breach of these Terms.
Harassment or threats toward personnel, Vendors, or drivers.
Misuse that materially threatens Fudchef, its customers, Vendors, systems, or services.
Where appropriate, Fudchef may investigate before making a final determination.
Termination does not remove payment obligations or other liabilities incurred before termination.
Fudchef will not be responsible for delay or failure caused by events beyond its reasonable control, including severe weather, natural disasters, epidemics, governmental actions, regulatory restrictions, civil disturbances, telecommunications failures, electricity outages, transportation disruption, strikes, internet failures, payment-network failures, cloud-service interruptions, or failures of essential third-party infrastructure.
Fudchef will take reasonable steps to minimize disruption where practicable.
These Terms shall be governed by and construed in accordance with the applicable laws of Dubai and the United Arab Emirates, without prejudice to mandatory consumer protections that may apply to a particular customer or transaction.
Customers are encouraged to contact Fudchef Customer Care first regarding any complaint or dispute.
Fudchef will seek to resolve legitimate complaints fairly and amicably using available transaction, payment, Vendor, and delivery records.
If a dispute cannot be resolved through the customer-care process, the parties may pursue the dispute-resolution mechanism available under applicable law and any valid dispute-resolution provision incorporated into the final legally approved version of these Terms.
Fudchef may amend these Terms from time to time to reflect changes in:
Services.
Technology.
Payment methods.
Operations.
Applicable law.
Regulatory requirements.
Business practices.
The updated version may be published through the Application or other official Fudchef channels.
Material changes will take effect in accordance with applicable legal requirements.
If any provision of these Terms is determined to be invalid or unenforceable, that provision will be modified or severed to the minimum extent necessary.
The remaining provisions will continue in full force and effect.
Failure by Fudchef to enforce a provision on one occasion does not waive its right to enforce that provision or another provision subsequently.
These Terms, together with policies and transaction-specific conditions expressly incorporated into them, constitute the applicable agreement concerning transactions governed by these Terms.
For customer-service inquiries, complaints, refund requests, or questions concerning these Terms, customers may contact Fudchef through its official customer-care channels.
Email: info@fudchef.com
Country-specific telephone, WhatsApp, and in-application customer-support channels may also be displayed through the Application.
By creating an account, placing an order, purchasing a product or service, making a payment, or otherwise completing a transaction through Fudchef, you acknowledge that you have read and understood these Terms and agree to be bound by the provisions applicable to your use and transaction.
