Terms and Conditions

TERMS AND CONDITIONS

1. COMPANY & LEGAL ENTITY NAME

FITLAB CATERING SERVICES LLC, a limited liability company registered and operating under the laws of the United Arab Emirates, hereinafter referred to as "the Company".

2. DEFINITIONS

- "Customer": Any individual or legal entity availing themselves of the Company's meal plan services.

- "Meal Plan": A subscription-based service offered by the Company providing customized meal packages tailored to individual dietary requirements and preferences.

- "Subscription": The recurring agreement between the Customer and the Company for the provision of the Meal Plan service.

- "Website and/or mobile application": The website and its related mobile application that are owned and managed by the Company, facilitating subscription, order management, and communication with Customers.

3. DESCRIPTION OF THE PRODUCT OR SERVICE

The Company specializes in providing tailored meal plans designed to meet the nutritional needs and preferences of its Customers. Each Meal Plan subscription includes a variety of freshly prepared meals, carefully curated by culinary experts and nutritionists, delivered directly to the Customer's designated address.

4. PAYMENTS

Customers may choose to make payments for their subscriptions either instantly or through a recurring billing model, depending on their selected payment method and subscription plan. Payment options include but are not limited to credit/debit card transactions, online bank transfers, or other designated electronic payment channels.

5. GENERAL CONDITIONS

Customers are bound by the terms and conditions outlined herein upon subscribing to the Company's Meal Plan service. These conditions encompass the rights, responsibilities, and obligations of both the Customer and the Company in relation to the provision and utilization of the service.
The information contained in this website and/or mobile application is for general information purposes only. The information is provided by Fitlab Catering Services LLC and while we endeavor to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website and/or mobile application or the information, products, services or related graphics contained on the website and/or mobile application for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

6. SAFETY

 

The Company prioritizes safety above all else. The information and services provided on the website and/or mobile application and/or mobile application are strictly for informational purposes, and the Company cannot be held liable for any adverse outcomes. It's important to note that while much of the content is contributed by professionals, ultimate responsibility for the Customer's safety and well-being lies with them. Any exercise or nutrition tips offered by the Company should never override the Customer's own knowledge and judgment about their body, or advice from a medical professional.

Customers are strongly advised to consult with a medical professional or healthcare provider and carefully consider all risks before engaging in any services related to nutrition and dieting programs offered by the Company. By using the services and information provided, the Customer agrees, represents, and warrants that they have obtained consent from their medical professional and are in good physical health to participate. Utilization of any Company services is done at the Customer’s own risk, and they knowingly and voluntarily assume all associated risks.

The Company bears no responsibility for the oversight, supervision, preparation, execution, or conduct of any services provided. Customers are responsible for their own physical and medical care. The information or advice available on the website and/or mobile application and/or mobile application should never replace the advice of a physician or medical professional. The Company disclaims responsibility for any health issues arising from meal plans, nutritional information, products, consultations, events, or services offered. In the event of a health or medical issue, Customers should promptly seek advice from a physician or medical provider. No healthcare professional relationship is established between the Company and the Customer, or its subsidiaries or affiliates, through the Customer's voluntary usage of the website and/or mobile application.

7. DELIVERY INFORMATION

The Company undertakes to deliver meals to the address provided by the Customer upon subscription. Delivery schedules and frequencies are determined by the chosen subscription plan and communicated to the Customer accordingly. Any alterations to address details, time slots, or delivery instructions for drivers must be submitted at least 48 hours prior to the desired date of change. Such modifications should be made by the Customer through the customer's dashboard. This advance notice ensures that our operations team has ample time to effectively accommodate these requests.

Your package will be delivered to your registered address at any time during the selected timeframe.

Providing inaccurate or incomplete delivery information may result in failed deliveries and require rescheduling.

changes to the delivery address after the order has shipped may result in a reschedule or cancellation of order. 

8. CHILLER BAGS & REFUNDABLE DEPOSIT

To ensure optimal meal freshness, a refundable chiller bag deposit may be applied at checkout, which is excluded from promotional discounts and must be returned in good condition for a full refund (see return policy for details).

Fitlab provides three bags and three ice packs per customer. Should all bags be utilized and not returned, subsequent day's delivery will be dispatched in a paper bag. It is advised to promptly refrigerate your food upon delivery, Fitlab bears no responsibility for alterations in food temperature upon delivery in a paper bag."

9. FOOD STORAGE, CONSUMPTION

Customers are advised to adhere to the recommended guidelines provided by the Company for the storage and consumption of delivered meals, ensuring optimal freshness and food safety. Food shall be maintained at a chilled temperature at all times and heated solely prior to consumption if expressly indicated for hot consumption on its labeling. The labeling shall include serving instructions, recommending the optimal method for enjoying the meal. However, the Customer retains the autonomy to consume the meal according to personal preference. It is the Customer's responsibility to collect the food upon arrival and store it in a chiller as soon as possible, ready-to-eat food be consumed within 3 days of proper storage, although we recommend consumption within 2 days to uphold the highest standards of quality and freshness. The Company disclaims liability for any adverse effects arising from improper storage or consumption practices.

10. REHEATING AND LABELS

Each meal package is accompanied by clear reheating instructions for the Customer's convenience. However, Customer maintains the discretion to consume the meal based on individual preference. Furthermore, comprehensive detailing ingredients, nutritional information, and allergen warnings are affixed to every meal on the Customer’s dashboard to facilitate informed consumption decisions.

The listed calorie and macronutrient content are calculated using Dubai Municipality certified and approved third-party software.

11. SUBSCRIPTION MANAGEMENT

Customers retain the flexibility to customize their subscription plan, including skipping deliveries, pausing their subscription entirely, or adjusting menu preferences. To ensure seamless execution by our operations team, any modifications must be submitted through the customer dashboard at least 48 hours before the desired change takes effect.

Requests to change, modify, pause, or skip a delivery once the order is in preparation will result in order cancellation and will not be compensated.

12. DISLIKES, ALLERGIES, PREFERENCES

Although there exist a multitude of allergens and dislikes, it is incumbent upon the Customer to select from the provided list of dislikes and allergens upon subscription, understanding that an expansive selection may limit the available meal options. Notifications and warnings indicating the presence of allergens or dislikes in a meal will be displayed on the Customer's dashboard during meal selection. Should the chosen allergen or dislike be removable, the kitchen will endeavor to accommodate the request. However, if said ingredient is intrinsic to the dish, the Customer shall accept receiving the meal as it is.

The responsibility of meal selection lies with the Customer, who must choose their meals from their dashboard. Any changes must be made 48 hours prior to the desired date. The Company is not accountable for selecting or altering meals for any Customer unless a request is accepted by the Company.

13. PRIVACY POLICY

The Company is committed to safeguarding the privacy and confidentiality of Customer information in accordance with its Privacy Policy, accessible at this link.

14. NUTRITIONIST CONSULTATION

Customers may avail themselves of optional nutritionist consultations provided by the Company, subject to availability.

15. PAY LATER WITH TABBY

Customers may choose to utilize the "Pay Later" option facilitated by Tabby for subscription payments, subject to Tabby's terms and conditions.

16. PAYMENTS, PRICES & FEES

The Company retains the prerogative to periodically review and adjust subscription prices without prior notification. Additional charges may be incurred for specialized services or customizations requested by the Customer, such as the addition of a category, premium item, or Add-ons.

17. MEDICAL CONDITIONS

Customers with pre-existing medical conditions or dietary restrictions are advised to seek guidance from a qualified healthcare professional before subscribing to the Meal Plan service.

Customers are responsible for disclosing any unknown or undisclosed medical conditions.

Should any medical conditions or allergies result from the consumption of the food, it is the responsibility of the Customer to assume all associated risks, provided they have had full access to select their meals after reviewing all information regarding ingredients and allergens.

18. REFUND AND CANCELLATION POLICY

Refunds or cancellations of subscriptions are governed by the Company's refund and cancellation policy, as detailed on the Company's website and/or mobile application and agreed to by Customers upon subscription.
 

The following circumstances are considered valid reasons for cancellation of your order, subject to the provision of appropriate documentation:

• The client has permanently relocated outside of the country.
• The client has moved to a new address that falls outside of our delivery service area.
• The client is unable to consume our products due to a medical condition, such as undergoing surgery, experiencing an accident, or any significant health-related issue that impedes food consumption.

In all cases, official documentation must be provided to support the request for cancellation and refund. Please note that any reasons beyond those specified above will not be deemed valid, and in such instances, the plan cannot be paused or refunded.

19. DISPUTES AND WEBSITE TERMS

Any disputes arising from the use of the Company's website and/or mobile application or services shall be resolved in accordance with the laws of the United Arab Emirates. Customers consent to the exclusive jurisdiction of the courts of the United Arab Emirates in resolving such disputes.

20. THIRD PARTIES

The Company may engage third-party vendors or service providers to facilitate the provision of its services, subject to confidentiality agreements and compliance with relevant legal and regulatory frameworks.

21. GOVERNING LAW

These terms and conditions shall be governed by and construed in accordance with the laws of the United Arab Emirates.

By subscribing to the Meal Plan service, Customers affirm that they have read, understood, and agreed to abide by these comprehensive terms and conditions set forth by FITLAB CATERING SERVICES LLC.