Terms and Conditions

Moments Brand is owned and managed by Kcal Management DMCC, trading as Moments. The United Arab Emirates is our country of domicile.

By subscribing or placing an order to Moments App, you are agreeing to all terms and conditions set out below.

  1. Food Allergies
    1. Moments Kitchen does not have a section dedicated to gluten-free, nut-free, dairy-free, egg-free, soy-free, shellfish-free, or other major allergen ingredients. Nonetheless, the team is well trained to separate major allergens from dishes to prevent cross-contamination.
    2. Before ordering from the Moments Mobile app, make sure you check the labels marked with allergens or consult your physician if you have a major allergy. We disclaim any liability in this regard.
    3. The Moments brand and its affiliates are not responsible for adverse reactions caused by the meals for clients with allergies.
  2. Customisation
    1. The Moments meal structure is not a build-your-own concept so you cannot customize individual meals based on preference, dietary requirements, or allergens.
  3. Medical Conditions
    1. A client who is under the care of a medical professional or currently uses prescription medications should consult his or her physician before making any dietary changes and should not discontinue any prescription medications without consulting his or her physician first.
    2. Throughout the duration of a Moments plan, the Client should continue to receive regular medical supervision and care from their physician.
    3. The Client should seek medical advice immediately if he or she experiences any medical issues during the meal plan.
    4. The information and products provided by our website, app, agents, and employees should not be relied upon for diagnosing, treating, or curing any health condition. We disclaim any liability in this regard.
  4. Kids Menu
    1. Children from the age of two and above can enjoy the Kids menu.
    2. If your children follow a special diet, be sure to check the nutritional information on the app and the labels.
    3. Symptoms of allergies often begin to appear in toddlers between the ages of 1 and 3, so please consult your pediatrician if you notice any allergy symptoms.
    4. The Moments brand and its affiliates are not responsible for adverse reactions caused by the meals for clients with allergies.
  5. Food Storage, Consumption, Reheating, And Labels
    1. Our meals have a maximum shelf life of three days when properly refrigerated at 5°C or below after receiving the items. Food should be consumed within the "Eat by date" unless otherwise specified on the packaging.
    2. Food quality and freshness cannot be guaranteed after the "Eat by Date” label.
    3. We use eco-friendly packaging, including food containers and lids, sauce cups, and utensils.
    4. Reheat according to the instructions on the label. Each dish is labeled with its name, reheating instructions, meal type, calorie count, and macros (fat, carbs, and protein).
  6. Cut-Off Time on Orders and Changes
    1. The cut-off for placing an order or making changes to an existing order is 7:00 AM GST, 48 hours before the preferred delivery date. (e.g., Monday's delivery must be placed on the app before 7:00 am on Saturday).
    2. When you miss the 48-hour deadline, your only option is to change the delivery location or cancel your order without a refund which will be available 12 hours before delivery.
    3. Refer to the table of cut-offs below;
    7. Delivery Due Cut-off day and time for placing an order or making changes to an existing order:
    Monday Saturday at 7:00am
    Tuesday Sunday at 7:00am
    Wednesday Monday at 7:00am
    Thursday Tuesday at 7:00am
    Friday Wednesday at 7:00am
    Saturday Thursday at 7:00am
    Sunday Thursday at 7:00am
  7. Delivery
    1. Moments Delivery Area covers all major cities in the United Arab Emirates, except for Fujairah and some out-of-town areas in RAK, Al Ain, Ajman, and other locations near the UAE borders.
    2. Delivery will be made based on the agreed delivery date, location, timing, and delivery instructions.
    3. Ownership of the products will transfer to you once we have delivered by your delivery instructions.
    4. We deliver within a 2-hour window per area. Considering our products are delivered by batch and by zone, we cannot guarantee a shorter delivery window hence special requests regarding delivery timing will not be entertained.
    5. Ownership of the products will transfer to you once we have delivered your delivery information and your delivery instructions.
    6. During the ordering process, you must select a date and location with allotted fixed 2-hour delivery windows for us to deliver your order. You agree to provide us with complete and accurate information that we ask you to provide to enable us to fulfill an order.
    7. We will aim to deliver during the 2-hour window assigned to the area. However, if an event occurs that is beyond our control, then we may not be able to do so and will not be liable to you or any other person for any such delay. In this instance, we will endeavor to provide you with notice of the delay as soon as reasonably possible.
    8. We will deliver the Products to the front door of your nominated delivery address. You must make all appropriate arrangements to assist and allow us to deliver the Products, including ensuring safe access and obtaining any prior security or other approvals which may apply to the Delivery Address.
    9. Please take care when placing your location on the app. We accept no liability or responsibility for incorrectly placed orders. Nor do we accept any liability or responsibility whatsoever for delivery details that are incorrectly supplied, or which you fail to supply.
    10. You will be responsible for an order from the time we deliver the Products by your instructions. We accept no liability or responsibility for any Product once the Product has been delivered to you.
    11. You acknowledge that we may need to change your delivery date and window from time to time. We will notify you as soon as reasonably possible if your delivery date and window change for any reason.
    12. Moments Brand will not deal with or provide any services or products to any OFAC sanctions countries by UAE law.
  8. Chiller Bags & Refundable Deposit
    1. We deliver all meals in triple-layer insulated chiller bags designed to withstand harsh summer conditions in the UAE, ensuring that the food is fresh when you receive it.
    2. Clients are assigned one bag, so you must return the bags either by scheduling the collection through our app or by leaving them on your doorstep ready for collection when the driver drops off your next delivery.
    3. The eco-friendly triple-layer insulated chiller bags require a one-time deposit.
    4. As soon as all bags are collected, the amount will be credited to the Moments E-wallet for use on the next order.
  9. Billings
    1. We accept payments online using Visa and MasterCard credit/debit cards in AED. Apple Pay is also available for payments.
    2. If you make a payment for our products or services on our mobile app, 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.
    3. Food delivery will not proceed until full payment is received 48 hours before the desired delivery date for either a new order or a reorder, otherwise the cart will be considered a lapse, and the original date of delivery might be changed based on the cut-off.
    4. Multiple transactions may result in multiple postings to the cardholder’s monthly statement.
  10. Pricing
    1. Moments Brand pricing is based on volumetric pricing, which means the more you purchase, the more you save.
    2. A minimum of 4 items must be ordered per delivery from the main menu categories of Breakfast, Main Meals, Pasta, and Kids Meals. As you place more orders, savings are dynamically applied.
  11. Promo Codes, Vouchers, and Gift Cards
    1. We may offer promo codes for campaigns, promotions, corporate partners, refer-a-friend, gift cards, and other types of vouchers with promo codes that require activation by email or through the mobile app for the holder of the voucher to commence delivery of Products through a Service. If paid for, the Voucher is deemed to have been sold at the time of payment for it. These Terms and Conditions will become applicable between us and the Holder when the Holder redeems the Voucher by applying for a Service to commence.
    2. A Voucher with promo codes may only be used once by its Holder and may not be copied, reproduced, distributed, resold, or published either directly or indirectly in any form or stored in a data retrieval system without our prior written approval. A Voucher is only valid on the Holder’s first Product purchase. Only one voucher is allowed to be applied per Order. A Voucher is non-refundable, non-exchangeable for cash, and may not be used in conjunction with any other offer, credit, or gift card.
    3. Vouchers are always applied to an order before any credits in your account.
    4. We reserve the right to withdraw or cancel any Voucher (other than a paid up-front gift card) for any reason at any time without any notice to you.
    5. Vouchers may only be redeemed through the App and not through any other website or method of communication unless otherwise specified. To use your Voucher you will be required to enter its unique code at the online checkout and the use of such code will be deemed to confirm your agreement to these Terms and Conditions and any special conditions attached to the Voucher.
    6. Any credits or offers attached to Vouchers apply to the price of the Products in an Order only and do not apply to delivery charges or any meals subject to surcharges (unless otherwise specified).
    7. Vouchers and Customer credits deriving from any Customer referral program are not valid if used inappropriately, such as being published on deal sites or bargain sites. We reserve the right to cancel any suspicious codes and delete credits from the sharer’s account if we become aware of or suspect any inappropriate use.
  12. E-Wallet
    1. The Moments e-wallet can be used as a payment method during checkout.
    2. Any successful cancellations before the cutoff time will go into the wallet and can be used for the next order.
    3. A client can request a bag deposit refund to be deposited into their e-wallet as another source of credit.
    4. In the event of damaged goods or major delivery issues, Moments management will use this wallet to reimburse customers.
  13. Refunds and Order Cancellations
    1. We offer 0% cancellation fees for refund requests made through the mobile app no later than 7:00 am GST, 48 hours before the scheduled delivery date. The refund amount will be converted into credits and will reflect on your E-Wallet in real-time.
    2. In the event of cancellation during the 48-hour lock-in period before delivery, a refund will not be provided, and your order will be forfeited.
    3. In the event of any non-conforming Products being delivered to you or in cases of non-delivery of an order, you may inform us by clicking on “support chat” on the App or by sending a request through support@momentsapp.ae. You will receive a refund in the form of a credit to your e-wallet to be used for your future Order(s). These credits are not valid in conjunction with any offer or savings and cannot be exchanged for cash.
    4. The client may request a credit reversal from their e-wallet to their original card upon Moments Management's approval. Successful reversal requests will be processed through the original payment method and original credit/debit card. Your original card must be active for the refund to be processed. A minimum of 7-14 working days would be required for the amount to appear on your card. The timeframe depends on the issuing bank of the credit/debit cards.
    5. Your account may be blocked for review if you cancel 3 consecutive paid and confirmed orders. In case of consecutive refund requests, we will contact you to ensure that we will be able to meet your expectations to avoid future refunds.
  14. Acceptance or Rejection of an Order
    1. We reserve the right to accept or reject an order for any reason, including if the requested product is not available or if there is an error in the price or the Product description posted on the Site/App or in order.
    2. If we reject an Order, we will endeavor to notify you of that rejection at the time you place an order.
    3. You are not permitted to purchase any items for resale to a third party or for trade purposes. If we have a concern with the quantity of item/s you have ordered, we will endeavor to contact you when you place an order.
    4. If we refuse an order on or before delivery but after our relevant order cut-off, a full refund in form of credits, less any savings, will be made to your e-wallet within 7-14 days.
  15. Contacting Us
    1. We can be contacted via built-in chat support in the mobile app or by email at support@momentsapp.ae.

    16. The Nitty Gritty

    You should understand that by ordering any of our Products or subscribing to one of our Services, you agree to be bound by these Terms and Conditions and any policies stated on the Site.

  16. Brand Information & Service Availability
    1. The laws of the UAE shall govern and construe any dispute or claim arising out of or in connection with this Mobile App.
    2. The Moments App is only intended for use by people residing in nominated areas of the United Arab Emirates (Delivery Areas). We do not accept orders from individuals residing outside those Delivery Areas.
    3. Customers must provide a valid mobile number, email address, and credit card details for all orders accepted on the app. We do not accept any orders via the telephone or any other mode of communication.
  17. Your Status
    1. By placing an order through our site/app, you warrant that:
      1. you are legally capable of entering into binding contracts; and
      2. you are at least 18 years old; and
      3. you are resident in one of the Moments Delivery Areas.
  18. Privacy Policy
    1. The client acknowledges that Moments Brand has the right to store personal information, which may be used to operate, send newsletters or/and operational notifications, provide the products and services in general, and respond to queries the client may have during and after their order or subscription.
    2. All credit/debit card details and personally identifiable information will NOT be stored, sold, shared, rented, or leased to any third parties.
    3. The Website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore, the Customers are encouraged to frequently visit these sections to be updated about the changes on the website. Modifications will be effective on the day they are posted.
    4. Some of the advertisements you see on the Site or App are selected and delivered by third parties, such as ad networks, advertising agencies, advertisers, and audience segment providers. These third parties may collect information about you and your online activities, either on the Site or on other websites, through cookies, web beacons, and other technologies to understand your interests and deliver to you advertisements that are tailored to your interests. Please remember that we do not have access to, or control over, the information these third parties may collect. The information practices of these third parties are not covered by this privacy policy.
  19. Risk and Title
    1. The Products will be at your risk from the time of delivery to the Delivery Address or by your delivery instructions.
    2. Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges if applicable.
  20. Disclaimer and Limitation of Liability
    1. The following paragraphs exclude or limit our liability for your use of the Site and App. They all apply so far as the law permits.
    2. While we have taken reasonable steps to ensure the accuracy, currency, availability, and completeness of the information contained on the Site/App, that information is provided in good faith and on an “as is“ and “as available“ basis and we do not make any representation or warranty of any kind, whether express or implied, including the reliability of the information, implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
    3. You acknowledge that the Products displayed on the Site/App are not an exact sample and are indicative only and that the Products you receive may vary from those displayed according to seasonal availability.
    4. To the extent permitted by law, we do not represent or warrant that the Site/App will be available at all times, that access will be uninterrupted, that there will be no delays, failures, errors or omissions, or loss of transmitted information, that no viruses or other contaminating or destructive properties will be transmitted, or that no damage will occur to your computer system. We may, from time to time and without notice, change or add to the Site/App (including these Terms and Conditions) or the information, Products, or Services as prescribed. However, we do not undertake to keep the Site/App updated. We are not in any way liable to you or any other third party if errors occur in the information of the Site/App or if the information is outdated.
    5. You must take precautions to ensure that the process which you employ for accessing the Site/App does not expose you to the risk of viruses, malicious computer code, or other forms of interference which may damage your computer system or any other computer system.
    6. Unfortunately, no data transmission over the Internet can be guaranteed as totally secure. Whilst we strive to protect such information, we do not warrant and cannot ensure the security of any information which you transmit to us. Accordingly, any information which you transmit to us is transmitted at your own risk. Nevertheless, once we receive your transmission, we will take reasonable steps to preserve the security of such information.
    7. The collection, use, and disclosure of your personal information are also subject to our Privacy Policy.
    8. To the extent permitted by law, we do not accept responsibility for any loss or damage, however, caused (including through negligence), which you may directly or indirectly suffer in connection with your use of, attempted use of, or inability to use the Site/App or any linked website, nor do we accept any responsibility for any such loss arising out of your use of or reliance on information contained on or accessed through the Site/App to the extent permitted by law:
      1. our total aggregate liability in connection with these Terms and Conditions is limited, at our option, to:
      2. In the case of the supply of Products:
      3. replacement or resupply of the Products; or
      4. the cost of replacing or resupplying the Products;
      5. In the case of the supply of Services:
      6. supplying the relevant Services again; or
      7. the cost of supplying the relevant Services again, and;
      8. in any event, will not exceed the fees paid by you to us under the relevant Order.
    9. To the extent permitted by law, under no circumstances will we be liable for any loss of profit, loss of revenue, loss of contract, loss of business opportunity, loss of reputation, loss of data, or any indirect or consequential loss arising in connection with these Terms and Conditions or the Services.
  21. Important Notice about Linked Websites/Mobile App
    1. The Site/App may contain links to other websites (Linked Websites). Those Linked Websites are provided for convenience only and may not remain current or be maintained.
    2. The Linked Websites should not be construed as an endorsement, approval, or recommendation by us of the owners or operators of those Linked Websites, or of any information, graphics, materials, products, or services referred to or contained on those Linked Websites, unless and to the extent we stipulate to the contrary.
    3. To the extent permitted by law, we accept no responsibility or liability for and give no warranty (express or implied) of any kind in respect of, the Linked Websites and your use of them or any products or services available on or through the Linked Websites.
  22. Transfer of Rights and Obligations
    1. These Terms and Conditions are binding on you and us and our respective successors and assignees.
    2. You may not transfer, assign, charge or otherwise dispose of your rights or liabilities under these Terms and Conditions, or any of your rights or obligations arising under it, without our prior written consent.
    3. We may transfer, assign, charge, sub-contract, or otherwise dispose of any of our rights or obligations arising under these Terms and Conditions, at any time without your prior consent.
  23. Intellectual Property Rights
    1. We are the owner or the licensee of all intellectual property rights on the Site, whether registered or unregistered and in the material published on it. These works are protected by copyright and other intellectual property laws and all such rights are reserved.
    2. You may print off one copy and may download extracts, of any pages from the Site for your reference. You must not use any part of our copyright materials for commercial purposes without first obtaining a license to do so from us and our licensors.
    3. If you post comments on the Products or Services to any website, blog, or social media network (Commentary) you must ensure that such Commentary represents your fairly-held opinions. By agreeing to these Terms and Conditions, you irrevocably authorize us to quote from your Commentary on the Site/App and in any advertising or social media outlets to which we may create or contribute.
  24. Force Majeure Events
    1. We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under these Terms and Conditions that is caused by any event outside our control (Force Majeure Event).
    2. A Force Majeure Event includes any act, event, non-happening, omission, or accident beyond our reasonable control and includes in particular (without limitation) the following:
      1. strikes, lock-outs, or other industrial action;
      2. civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
      3. fire, explosion, storm, flood, earthquake, subsidence, epidemic, or another natural disaster;
      4. impossibility of the use of motor transport.
      5. impossibility of the use of public or private telecommunications networks;
      6. epidemic, pandemic, or another health emergency (whether declared or not); and
      7. the acts, decrees, legislation, regulations, or restrictions of any government.
    3. Our performance under these Terms and Conditions is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavors to bring the Force Majeure Event to a close or to find a solution by which our obligations under these Terms and Conditions may be performed despite the Force Majeure Event.
  25. General
    1. These Terms and Conditions contain the entire understanding between the parties concerning the subject matter of these Terms and Conditions and supersede all prior communications.
    2. The relationship between you and us is that of a principal and independent contractor. Nothing in these Terms and Conditions will be taken as giving rise to a relationship of employment, agency, or partnership.
    3. Each party acknowledges that, in entering into these Terms and Conditions, neither party relies on any representation or warranty (whether made innocently, negligently, or intentionally) that is not set out in these Terms and Conditions.
    4. Our failure to enforce any provision under these Terms and Conditions will not waive our right thereafter to enforce any such provisions.
    5. If any term or provision of these Terms and Conditions is held by a court to be illegal, invalid, or unenforceable under the applicable law, that term or provision will be severed from these Terms and Conditions and the remaining terms and conditions will be unaffected.
    6. We reserve the right to amend these Terms and Conditions and any policies at any time and your use of the Site following any amendments will represent your agreement to be bound by these Terms and Conditions and Privacy Policy as amended. We, therefore, recommend that each time you access the App or the Site you read these Terms and Conditions and Privacy Policy.
    7. Please understand that if you do not wish to accept these Terms and Conditions and our Privacy Policy, you should refrain from ordering any Products from the Moments App.
    8. These Terms and Conditions are governed by and are to be construed by the laws in force in the United Arab Emirates.

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