Hundo

Terms & Conditions

Our Services

 

The Platform allows its Users who agree to the Terms to order from its partnered meal plan providers, vendors, groceries etc. that may be operated by third parties or affiliated companies (hereinafter referred to as the “Providers”).

 

The purpose of this Platform is to provide a simple and convenient service to Users, linking them to Providers in their area for delivery (our “Service”) to order a variety of meal plans including prepared meals, beverages, non-prepared food, and miscellaneous non-food items (hereinafter collectively referred to as “Goods”).

 

Interactive options allow Users to build and submit orders at the click of a button. When you place an order from a Provider, Hundo acts as a facilitator on behalf of that Provider to conclude your order from the Platform and to manage your experience throughout the order processing. We have created the Platform to serve as a marketplace for its Users.

 

Hundo does not sell or interfere in any way in the production of any goods or service produced by the Providers. What this online market offers to the Users is the ability to search for and find local Providers that deliver or make these Goods available to their addresses and enables ordering them through this Platform. The Providers are obligated to comply with the country’s local laws, rules, regulations, and standards pertaining to goods and services preparation, sale, marketing, and safety.

 

However, it is important for Users to understand that Hundo does not in any way independently verify the credentials, representations or products of Providers, the ingredients or the quality of any products, or that a Provider is in compliance with applicable laws. Users must make themselves comfortable through information provided by Providers on the Platform or as requested by Users directly from the Providers as to the quality and reliability of the Providers, as well as to their compliance with applicable laws.

 

We reserve the right, but are not obligated, to restrict or limit the sales of our Goods to any person, geographic region or jurisdiction. Due to the laws in some countries, we shall not offer for sale certain goods, or restricted items to you. Any offer for any Goods made on the Platform is void when it is prohibited by law.

 

Hundo does not in any way guarantee the quality of any Goods or that any Goods complies with applicable laws and does not guarantee matching the list of Goods displayed on the Platform to what is actually provided to the Users. In addition, a Provider may represent that goods and services preparation is in accordance with special standards, for example (including without limitation) to “organic,” “macrobiotic” or allergen-specific standards, for example (including without limitation) “nut-free”, “gluten-free”, or “lactose-free”. However, Hundo is not obligated to provide ingredient information or allergen information on the Platform.

 

Further, Hundo does not guarantee that the Goods sold by Providers are free of allergens, unless otherwise required by applicable laws. If you have allergies, allergic reactions or dietary restrictions and requirements, please contact the Provider before placing an Order on our Platform, as Hundo does not independently investigate or verify such representations.

 

Hundo and the Providers (as the case may be) reasonably endeavor to comply with your special instructions for an Order. However, in some cases where this is not feasible, possible or commercially reasonable, Hundo and/or the Providers reserve the right to proceed to prepare the Order in accordance with standard operating procedures. Neither Hundo nor the Providers shall be responsible to replace or refund an Order which does not conform to special instructions provided by you.

 

Hundo shall not be liable or responsible for any goods and services offered by Providers that are unhealthy, are the cause of injury, that are otherwise unacceptable to Users or that do not meet the expectation of Users in any manner.

 

Users are solely responsible for verifying the accuracy of delivery addresses, and Hundo shall have no liability or responsibility for any such erroneous addresses. All goods and services preparation and deliveries are the sole responsibility of the Provider accepting the order. Please be aware that the Provider will do everything they can to meet the delivery time specified, however delivery times may be affected by factors beyond their control and therefore cannot be guaranteed. We will inform you if we become aware of an unexpected delay.

 

Creating a profile
  

A User can create an account on the Hundo Platform using one of the following login methods: Google ID, Apple ID, or phone number OTP (One-Time Password). With these methods, the User can access the Platform and enjoy its features seamlessly.

 

Upon registration, the User selects their preferred login method and provides necessary information such as their email address, phone number, or other details required for authentication.

 

For users opting to login via Google ID or Apple ID, the Platform securely verifies the user’s identity through the respective authentication service. Users logging in via phone number OTP receive a one-time password sent to their registered phone number, which they use to access their account.

 

Each login method ensures a secure and personalized experience for the User. It is essential for the User to safeguard their login credentials and follow recommended security practices to protect their account.

 

By utilizing the Hundo Platform, you confirm that any personal information provided is accurate and complete. You agree to promptly update your account information in case of any changes.

 

Users are strictly prohibited from creating multiple accounts. Violation of this rule may result in the termination of the user’s account. Additionally, users must keep their login credentials confidential and not share them with others. Users are solely responsible for all activities performed through their account.

 

The Platform prohibits the use of its services for any unlawful or unauthorized purposes, including the distribution of objectionable material or engaging in activities that breach laws or regulations.

 

Hundo expects one account per user per device. While exceptions may be made in certain cases, promotions will not be applicable to multiple accounts.

 

If a user wishes to delete their account, they can do so by clicking the “Delete Account” button on the home navigation menu.

 

How to make an order

After selecting your desired Goods from the available options provided by your chosen Merchant, you will have the opportunity to proceed with your order by selecting the “Checkout” button (referred to as the “Order”).

 

It’s crucial to carefully review the information you’ve entered and rectify any errors prior to clicking the “Checkout” button, as corrections cannot be made once the button is clicked. Upon receiving your order, the Platform will initiate processing, and you will receive confirmation via email and a message on the final page indicating that your order has been successfully transmitted to the Merchant.

 

If any payment you attempt is not authorised, you will be redirected to the previous page on the Platform, and we will not be obligated to fulfill the services. You will be notified when the merchant has accepted your order.

 

Order Cancelation
  

The Customer may not cancel a meal order once it has been accepted by the Vendor, and no refund shall be provided unless the cancellation results from a default on the part of Hundo or the Vendor. For clarification, a meal order pertains to any order placed with a vendor.

 

Should Hundo be unable to deliver the meal order to the Customer due to the Customer’s actions, inaction, default, omission, or negligence, Hundo reserves the right to cancel the order without issuing a refund to the Customer.

 

In the event that a refund is applicable for a cancelled order, as per the terms and conditions set forth in this agreement, the amount paid by the Customer will be reimbursed to their Hundo Credit, unless an alternative refund method is requested by the Customer. If the latter is chosen, the refund will only be processed to the original payment method used for the order.

 

Please note that it may take between 7 to 14 business days (or up to 30 days for overseas banks) for the refund to be processed and reflected in the Customer’s bank account, considering the necessary time and procedures required by Hundo, the Credit Card Company, and/or the Bank.

 

Delivery

 

You understand that the goods offered through Hundo may vary depending on your selected emirate and preferred delivery time slot offered by the kitchen. Upon selecting your emirate and preferred delivery time slot on the Platform, you will see the meal plan providers available to you at that time. Delivery areas may change due to various conditions such as weather, traffic, or force majeure situations.

 

Delivery Responsibility

 

Hundo facilitates the ordering process, and the responsibility for delivering your order lies with the meal plan providers. An estimated delivery time will be provided to you in the “My Orders” tab, based on the delivery time slot selected. However, actual delivery times may vary due to factors beyond our control such as, distance, time of day (peak periods), weather, and traffic conditions. You can monitor the remaining delivery time of your order by accessing “My Orders” on the Platform. Please ensure that either you or someone is available at the delivery location to receive the order once it is placed.

 

Left-at-door Deliveries

 

There may be a situation when you are unavailable to receive/return your delivery, in this case the chiller bag will be left at your door, unless you request otherwise in the delivery notes section. In case a bag is left unattended, Hundo nor the meal plan provider cannot be held responsible for any missing items, bags or damages to the bag and the food inside (including spoilage). Hundo shall not be liable for theft, damage, contamination, or other deterioration of the goods that occur after delivery has taken place.


No Show Cancellation

 

If you encounter any issues with your order upon receipt, such as receiving the wrong order, missing items, or defective items, please contact customer support immediately via our in-app chat feature. We may request photographic proof or additional information to investigate the issue thoroughly. If we find that your order or the items received are unsatisfactory, we will compensate you accordingly.

 

Late Delivery

 

If your order is significantly delayed from the estimated delivery time, please contact customer support immediately via our in-app chat feature. We may require additional information to investigate the issue thoroughly. If we determine that your order or the items received are significantly delayed, we will compensate you accordingly.

 

 

Bag Deposit

 

Hundo holds a bag deposit of 200 AED on customers’ accounts upon their initial purchase order. This deposit is retained on the platform for future orders and can be refunded once the bags are returned at any time. Please note that the refund process follows normal business transfer times. Failure to return the bag will result in the user forfeiting their 200 AED bag deposit.

 

Your responsibilities
  

During the utilization of Hundo’s services, the User acknowledges and agrees to the following:

 

The information provided to Hundo is accurate. The User is solely responsible for any losses resulting from misinformation or inadequate information (e.g., forgetting the password). In such cases, the User’s Account may be terminated.

 

The User bears sole responsibility for all personal ideas, opinions, and statements expressed while using Hundo’s services, including all files uploaded to the Platform and personal information provided. Hundo shall not be held liable for these files. The User agrees not to access services on the Platform unauthorized, not to modify the software, and not to use altered software. The User also agrees to indemnify Hundo for any material or moral losses resulting from non-compliance with the aforementioned terms.

 

Hundo shall not be responsible for any damages resulting from unauthorized access to User data by third parties. The User agrees not to send threatening, immoral, racially discriminatory, or unlawful messages, and agrees that all correspondence, titles, and nicknames shall adhere to the rules of public morality, good manners, and laws.

 

The User also agrees not to harass or threaten other users or Platform personnel, not to disrupt the services used by other users, and not to post, print, or distribute immoral, inappropriate, or unlawful materials or information that may harm the reputation of individuals or institutions.

 

The User further agrees not to advertise, sell, or offer to sell any products or services, not to engage in surveys, competitions, or chain letters, and not to send harmful information or programs to other users’ computers.

 

The User confirms that all records or materials obtained through Hundo’s services are obtained with their consent and accepts full responsibility for any damages, loss of information, or other losses incurred as a result. The User agrees not to use Hundo’s services for commercial or advertising purposes without Hundo’s consent. Hundo reserves the right to monitor all systems at any time.

 

The User agrees not to send any legally prohibited information or circulate unauthorized emails, such as chain mail or malicious software. The User also agrees not to record or misuse any personal information belonging to others. The User is solely responsible for all actions taken under their username. The User agrees not to access the Platform or its services using a third party’s account/registration without their express consent. The User further agrees not to use the Platform for illegal purposes, commit acts of infringement, copy content, interfere with computer systems, disrupt or harm the security of the Platform, or engage in unauthorized activities.

 

All minor users must obtain permission and direct supervision from their parent or guardian to use the Platform. If a user is a minor, their parent or guardian must read and agree to this Agreement before the user can use the Platform. Credit or Debit cards used for online payments on the Platform must belong to the user, or the user must obtain legal permission from the card owner to perform the transaction.

 

To purchase Restricted Goods, the User must be of legal age. Hundo and/or the Merchants reserve the right to request valid proof of age (e.g., ID card), refuse delivery if legal age cannot be proven, request a valid medical prescription (for pharmaceuticals), or refuse delivery to any person for any reason. No “contactless delivery,” “leave at the door delivery,” or similar delivery options are available for Restricted Goods.

 

User Material
  

Except for personally identifiable information (“Personal Data”), as outlined in the Hundo Privacy Policy, any material you transmit or post on this Platform shall be deemed non-confidential and non-proprietary. Hundo will not be under any obligation concerning such material. Hundo and any designated entities shall have the liberty to copy, disclose, distribute, incorporate, and otherwise utilize that material, along with all data, images, sounds, text, and other content within it, for any and all commercial or non-commercial purposes.

 

You are strictly prohibited from posting, uploading, or transmitting any material to or from this Platform that:

Violates any applicable local, national, or international law; Is unlawful or fraudulent; Constitutes unauthorized advertising; or Contains viruses or any other harmful programs.

 

You are not permitted to misuse the Platform, including through hacking.

Any comments or feedback submitted through the Platform must not:

Contain defamatory, obscene, or offensive material; Promote violence or discrimination; Infringe upon the intellectual property rights of others; Breach any legal duty owed to a third party, such as a duty of confidentiality; Promote illegal activities or invade another’s privacy; Give the impression of originating from Hundo; or Be used for impersonation or misrepresentation of affiliation with another person.

 

The above prohibitions are non-exhaustive. You shall be liable to Hundo for all costs and damages incurred as a result of breaching any of these restrictions.

 

Hundo will fully cooperate with any law enforcement authorities or court orders requesting or directing the disclosure of the identity or location of any individual posting material in violation of the above provisions.

 

Acceptable User Policy

 

Except for personally identifiable information (“Personal Data”), as outlined in the Hundo Privacy Policy, any material you transmit or post on this Platform shall be deemed non-confidential and non-proprietary. Hundo will not be under any obligation concerning such material. Hundo and any designated entities shall have the liberty to copy, disclose, distribute, incorporate, and otherwise utilize that material, along with all data, images, sounds, text, and other content within it, for any and all commercial or non-commercial purposes.

 

You are strictly prohibited from posting, uploading, or transmitting any material to or from this Platform that:

Violates any applicable local, national, or international law; Is unlawful or fraudulent; Constitutes unauthorized advertising; or Contains viruses or any other harmful programs.

 

You are not permitted to misuse the Platform, including through hacking.

Any comments or feedback submitted through the Platform must not:

 

Contain defamatory, obscene, or offensive material; Promote violence or discrimination; Infringe upon the intellectual property rights of others; Breach any legal duty owed to a third party, such as a duty of confidentiality; Promote illegal activities or invade another’s privacy; Give the impression of originating from Hundo; or Be used for impersonation or misrepresentation of affiliation with another person.

 

The above prohibitions are non-exhaustive. You shall be liable to Hundo for all costs and damages incurred as a result of breaching any of these restrictions.

 

Hundo will fully cooperate with any law enforcement authorities or court orders requesting or directing the disclosure of the identity or location of any individual posting material in violation of the above provisions.

 

 Personal Trainer Ambassador Program

If you enter a personal trainer code when signing up for the Hundo app, you acknowledge and agree to the following terms:

  1. Sharing of Health Information: By entering the personal trainer code, you consent to the sharing of your health and wellness information with the personal trainer associated with that code. This information includes, but is not limited to, dietary preferences, health goals, meal plan selections, and any other relevant health data you provide through the app.

  2. Purpose of Information Sharing: The shared information will be used by your personal trainer to make personalized plan recommendations and to better tailor their guidance and support to your individual needs.

  3. Confidentiality and Privacy: Your personal trainer is required to maintain the confidentiality of your health information and to use it solely for the purpose of providing personalized health and wellness recommendations. They must comply with all applicable privacy laws and regulations concerning the handling of your personal health data.

  4. Withdrawal of Consent: You may withdraw your consent to share your health information with your personal trainer at any time by updating your account settings or contacting our support team. Upon withdrawal, your personal trainer will no longer have access to your health information, but this will not affect any data previously shared.

  5. Accuracy of Information: You are responsible for ensuring that the health information you provide is accurate and up-to-date. Hundo and your personal trainer are not liable for any issues arising from incorrect or incomplete information.

By participating in the Personal Trainer Ambassador Program and entering a personal trainer code during sign-up, you agree to these terms. If you do not agree, please refrain from entering a personal trainer code when registering for the Hundo app.

 

 

 


Guidelines for Reviews

 

Reviews are evaluated based on the reviewer’s direct experience with the merchant.

 

ACCEPTABLE CONTENT

Hundo reserves the right to approve reviews on its platform. Potential reasons for rejection include:

  • Use of offensive language: Any profanity, abusive language, racism, or hate speech is strictly prohibited.

  • Irrelevance: Reviews should be pertinent to the merchant and indicative of the experience.

  • Discrimination: Reviews must not discriminate based on religion, race, gender, national origin, age, marital status, or disability.

  • References to illegal activities or disregard for societal values and traditions are not allowed.

  • Conflicts of interest: Reviews from competing merchants containing negative feedback will be rejected. Violators risk permanent removal from the platform.

  • Allegations of health code violations or outdated information will not be endorsed.

 

ENDORSEMENT DISCLAIMER

Hundo does not endorse reviews, and they do not necessarily reflect the views of Hundo, its parent companies, or subsidiaries. Hundo bears no liability for any review or resulting claims, liabilities, or losses from platform use or information.

 

OWNERSHIP

Reviews are exclusively owned by Hundo indefinitely. Hundo reserves the right to reproduce, modify, translate, transmit, and/or distribute all review materials. There is no obligation to compensate authors or any other parties for their reviews.

 

Termination of agreement
  

Hundo retains the right to terminate, suspend, or delete your account and access to the platform, as well as any delivery services provided for an order, at its discretion, for various reasons. These may include instances where your usage is deemed unacceptable or if you breach the terms outlined herein. Prior to any termination, suspension, or deletion of your account, Hundo will afford you the opportunity to present your position.

 

Refund Policy
 

Hundo prioritizes user satisfaction. If you encounter any issues with your goods and services order, please reach out to Hundo via our live chat, and we will provide assistance in line with the terms specified under Order Cancellation in our Terms and Conditions.

 

Governing law & competent

 

These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates. Disputes arising in connection with these Platform Terms (including non-contractual disputes) shall be subject to the exclusive jurisdiction of the courts of the United Arab Emirates.

 

Licence
  

Hundo hereby grants you permission, which may be revoked at any time and for any reason or without reason, to access and view the Platform. You are permitted to download, email, share via social networking, or print individual pages from the Platform solely for your personal, non-commercial use, provided that you do not remove any trademark, copyright, or other notice contained on such pages.

 

No other use of the Platform is permitted. For instance, you may not incorporate the information, content, or other material into any database, compilation, archive, or cache. Additionally, you may not modify, copy, distribute, republish, transmit, display, perform, reproduce, publish, reuse, resell, license, create derivative works from, transfer, or sell any information, content, material, software, products, or services obtained from the Platform, except as specifically noted above.

 

Without explicit authorization from Hundo, you may not deep-link to the Platform for any purpose or access the Platform manually or using any robot, spider, web crawler, extraction software, automated process, or device to scrape, copy, or monitor any portion of the Platform or any information, content, or material on the Platform. Hundo reserves all statutory and common law rights against any individual or entity that violates this provision.

 

You may not link or frame any pages of the Platform or any content contained therein, whether in whole or in part, without prior written consent from Hundo. You may, however, become a “fan” of the Platform or share links to the Platform via social networking technology referenced on the Platform. Any rights not expressly granted herein are reserved.

 

Disclaimer
  

The information, content, products, services, and materials accessible through the Hundo application (whether provided by Hundo, you, other users, or affiliates/third parties), including, but not limited to, goods and services orders, submissions, text, photos, graphics, audio files, video, and links, are provided on an “as is” and “as available” basis without warranties of any kind, whether express or implied.

 

To the fullest extent permitted by law, Hundo disclaims all representations and warranties, express or implied, including, but not limited to, warranties of merchantability, fitness for a particular purpose, title, non-infringement, freedom from computer viruses, and any implied warranties arising from course of dealing or course of performance.

 

Contact Us

 

 

For assistance, feel free to contact us through the Help Centre provided on the Hundo platform.