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Hello Dear Customer,
Here you can find all the terms and conditions that we apply in order to perform our provided services at the highest level of our standards. If you're here, that means you're smart enough to read them carefully if you want to know fine details of our services.
Please read the following terms and conditions carefully. They contain important information about your rights and obligations, as well as limitations and exclusions that apply to your purchases.
baladna.ae provides an online platform for stores selling food. These terms (Terms of Service) apply when you use the baladna.ae website (collectively, Services). By using the Services, you automatically agree to the Terms of Service.
The baladna.ae platform enables the exchange of services between individuals (User) who are willing to order food on our platform from our partner (Shop) that are willing to collect and deliver the ordered food. baladna.ae however cannot supervise, monitor or takes responsibility for the activity of store employees.
By placing an order through the application or the website, the User confirms the accuracy of all the information he/she provides. Orders are confirmed to the User within the platform's interface. User may schedule the order for a selected time, date, week or month as per availability of Service. No contractual relationship exists between User and baladna.ae at the time of placing an order. baladna.ae may decide for any reason whatsoever to not accept an order and to refuse to perform it.
User might be contacted by baladna.ae to confirm the order if the total items in an order exceeds normal mean order volume. The User may not be able to alter or add items to the order once it has been confirmed as per the technical features provided by the Service but still the user can avail that service through live chat. Through live chat our service team will confirm the availability of the items or would recommend for a direct call to the user from the store staff and do the needful. A confirmed order is eligible for cancellation for a limited time period until the status turns to en-route as per the technical specifications of the Service. whether its Instant or Scheduled order for cancellation the user can get in touch with service team through live chat. Also, the user can have an option to cancel the order during in-substitution if the user is not satisfied with the substitutes.
The primary objective of baladna.ae is to deliver all the products ordered in the right quantity and to a high-quality standard. User acknowledges that the Groceries are subject to stock availability and to human errors. baladna.ae reserves the right to amend your order in whole or in part, at any time and without liability or compensation remove any item that is out of stock, damaged, spoiled, or unavailable for any other reason, to successfully complete your order. It's in our best intention to maintain the replaced item's price the same as per the brand you ordered but in case of a higher valued replacement, the price may increase. We do our best to ensure that all items shown on our website are available to order. If, however any product you order is out of stock or unavailable we may send you a push notification enabling you to select a substitute. If an item is not delivered, despite being billed, the amount in question will be credited to the User at a reasonable time after baladna.ae becomes aware of this. No subsequent delivery is obligatory to be made, and the customer is not entitled to claim any further compensation. If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to the User. Please note that we will attempt to send the User push notification of substitute products in the event that selected products are unavailable, the User may reject these substitutes. Although we will always try to cater for your orders, an order of unusually large quantities of different or one product can only be fulfilled at the discretion of the Shop.
Groceries will be delivered directly to the delivery address specified by the User. Deliveries are performed either by the Shop personal delivery service, by a delivery partner, or by baladna.ae delivery team, depending on the nature of the goods and the delivery location. Goods will be delivered to the front door of private residences (as far as accessible) and to the reception desk of business Users. We will not trade with or provide any services to OFAC and sanctioned countries
baladna.ae endeavors to deliver food within 1-2 hours. But average delivery times are location dependent. The delivery times of stores are updated based on conditions and personnel availability. However, baladna.ae does not and cannot guarantee that the delivery time frames will be met as there may be factors outside of baladna.ae control that may result in early or delayed deliveries. You agree that baladna.ae shall not be liable for any deliveries made outside the expected delivery time frame.
The shop holds the responsibility to provide the user with the receipt upon delivery. If, for reasons beyond baladna.ae control - such as an incorrect delivery address, the recipient's absence, lack of an access permit, bad weather conditions, or similar, it should prove impossible or possible only with great difficulty, to carry-out the delivery successfully, baladna.ae is entitled to cancel the User's order. In this event, the User is not entitled to compensation or pecuniary of in kind, however; in case of online payment, the refund will be initiated by baladna.ae at the soonest possible post the cancellation of the order, it is the responsibility of the bank to transfer the amount to the users account, which takes approximately 3-5 working days. Customer can cancel their order within 10-minutes after the successful payment online; refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45 days for the refund transfer to be completed.
baladna.ae endeavors to provide you with accurate and up-to-date pricing, product availability and promotional information. Discrepancies are possible and you agree not to hold baladna.ae liable in such instances. baladna.ae is fully committed to matching the prices from the store on the app. The prices of some items can vary from store-to-store or location-to-location. Sometimes there can be slight price variations on some items but those prices are decided by both the partner managements. But during huge price variations we make sure to refund the extra amount.
All prices and service charges are quoted in the country's local currency where baladna.ae is operating. In the countries where VAT is applicable the price of items displayed on the app and/or website will be including VAT. Delivery charges vary from store-to-store based on location and will be transparently and clearly mentioned in the final order confirmation screen and in the email that you will receive after you order. Where goods may be charged by weight (fruit, meat, cheese, etc.), the basic price per unit applies. The quantity of such goods actually delivered, and therefore the price charged, may differ from the quantity originally ordered. For pre-packed and price-labelled fresh products, the applicable price is the one in force when the order is prepared. baladna.ae
reserve the right to change prices as to update them at any moment.
Refunds will be done based on the original payment method, within certain conditions:
You can pay with cash, baladna.ae credit or card. The available payment options vary across stores as per their technical availability. Any dispute or claim arising out of or in connection with this website or application shall be governed and construed in accordance with the laws of UAE. United Arab of Emirates is our country of domicile.
Minors under the age of 18 shall are prohibited to register as a User of this website or application and are not allowed to transact or use them. If you make a payment for our products or services on our website or application, the details you are asked to submit will be provided directly to our payment provider via a secured connection. The cardholder must retain a copy of transaction records and Merchant policies and rules.
The User can select which payment method is preferred. The payment methods available are Visa or MasterCard debit and credit cards will be accepted for payment. Once the payment is made, the confirmation notice will be sent to the client via email within 24 hours of receipt of payment. If for any reason the online payment transaction is declined, baladna.ae is entitled to offer the User cash on delivery payment option or credit card reader on delivery where available. Refunds will be done only through the Original Mode of Payment.
We take care to update the product information in the Service 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.
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. baladna.ae 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. If you turn off in-app notifications or are unreachable for item substitution requests, baladna.ae is not responsible for the differences between your order and the delivery.