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Terms & Conditions | English

User Agreement


The user acknowledges that yumealz is a food delivery and logistics company only (delivers and is not liable for any issues that occur from the vendors)

yumealz promises to do its best if any issues happen during the user journey with us, and will take all actions to correct any issues within its powers.

Subscription Cancellation
yumealz holds all rights to cancel any subscription plan without the user’s confirmation. Subscription fees will be refunded after the evaluation of yumealz.

In the case of delivered days, fees will be deducted before refunding the remaining amount.

The app provides customers with the option to cancel their subscription and receive a refund for the remaining days in their app wallet. However, the subscription management period listed in the provider profile (2 or 3 days) will be excluded. Refunds will be calculated prior to the application of any discount codes.

In the event that the quantities or weights are different from what is offered, the customer has the right to file a complaint to cancel the order within the first three days only.

Subscription Pause
yumealz holds all rights to pause any subscription plan without the confirmation of the user. Subscriptions might be paused during official/non-official national/international leave and vacation days.

Refunds
In the case of refunds, the amount refunded takes from 5 to 15 days to be deposited back based on the medium used to pay for the subscriptions and the user bank.

A 7.5% processing fee will be deducted when a refund is applied from the undiscounted amount.

Products
All listed product information is delivered from the vendors and is frequently updated.
Some products might require slight component changes due to shortages or availability.
All listed images are for marketing purposes, and some differences might be present when receiving the meals.
Listed products might have any of the following allergens: Milk, Eggs, Fish (e.g., bass, flounder, cod), Crustacean shellfish (e.g., crab, lobster, shrimp), Tree nuts (e.g., almonds, walnuts, pecans), Peanuts, Wheat, Soybeans.

Subscription exchange
We currently do not support subscription exchanges between users.

The feature is under development.

Meal change request
In the event of a meal change request, the app requires the user to request the change two or three days in advance before the actual delivery time depending on the restaurant subscription management period listed in each provider profile, to explain further, if the user requests a change, the request should be submitted in advance before the actual delivery window and before 11:59 pm to be exact (2 or 3 days in advance).

Meal date transfer change request
In the event of a meal date transfer request, the app requires the user to request the change two or three days before the actual delivery time depending on the restaurant’s subscription management period listed in each provider profile, to explain further, if the user requests a change, the request should be submitted in advance before the actual delivery window and before 11:59 pm to be exact (2 or 3 days in advance).

Location change
The app allows the user to set up two locations, in the case of a location change, the app requires the user to request the change two or three days in advance before the actual delivery time depending on the restaurant subscription management period listed in each provider profile, to explain further, if the user requests a change, the request should be submitted in advance before the actual delivery window and before 11:59 pm to be exact (2 or 3 days in advance).

In the case of adding a secondary location, yumealz is not committed to delivering in the chosen time window but we will try our best to accommodate your request.
Delivery Promos/Free Delivery Vouchers

In the case of using a free delivery discount code, an additional fee will be required when changing the location.

Time window change
In the case of a time window change, the app requires the user to request the change two or three days in advance before the actual delivery time depending on the restaurant subscription management period listed in each provider profile, to explain further, if the user requests a change, the request should be submitted in advance before the actual delivery window and before 11:59 pm to be exact (2 or 3 days in advance).

yumealz reserves the right to modify the requested time window in the event that it reaches full capacity, which could have an impact on service quality or the planned route.

Complaints
In case of complaints, customers have 48 hours after the meal delivery to file a complaint about their order. After this window, the order is considered complete and closed.

yumealz Third-party Delivery Policy

Policy Overview:

This Meal Delivery Policy is designed to provide guidelines and procedures for the successful and efficient delivery of meals to our valued customers. We aim to ensure that the delivery process is safe, reliable, and meets our customers’ expectations.

Accurate Address Information:

Customers are responsible for providing accurate and complete delivery address information when placing their orders. This includes house or building number, street name, city, postal code, picture of the building, and any specific delivery instructions.

The delivery address provided by the customer will be used as the primary reference point for all deliveries. Drivers are instructed to follow the information provided and rely on GPS or navigation tools as necessary.

In cases of incomplete or unclear address information, drivers should make reasonable attempts to contact the customer for clarification. If contact is unsuccessful, drivers may use their best judgment to locate the address safely.

When delivering goods to a workplace, our drivers will leave the order at the workplace’s reception area. Yumealz will not assume any liability for any loss or damage to goods once they have been delivered.

It is the customer’s responsibility to promptly retrieve their meal from the doorstep to ensure food safety and quality. Yumealz will not assume any liability for any loss or damage to goods once they have been delivered and left at the doorstep.

Waiting Time Upon Arrival:

Drivers are expected to arrive at the designated delivery location within a reasonable time frame as per the estimated delivery time provided to the customer.

Upon arrival at the delivery location, drivers are required to wait for a maximum of 10 minutes for the customer to receive the meal. During this time, drivers must attempt to call the customer at least three times before leaving the area.

If a customer has provided two phone numbers, the driver must call each number twice.

In instances where our drivers encounter difficulty delivering goods or leaving goods at the reception area, customers are expected to meet the driver within 10 minutes to receive their goods. If the customer is unresponsive or out of reach after a 10-minute waiting period, the driver will leave, and your order will be deemed as delivered.

Customers are not allowed to make any agreements with the drivers on matters that go against the Delivery Policy.

Failure of Delivery During Bad Weather Conditions, heavy traffic flow, or unforeseen incidents:

In the event of adverse weather conditions, heavy traffic flows unforeseen incidents or and instances of vehicle breakdown that may compromise driver safety or the quality of the meal. Yumealz will not guarantee the delivery of the order. In such a case, your order will be deemed as delivered.

Drivers should exercise their best judgment to assess the safety of the delivery route and the quality of service during bad weather conditions. If they believe that the delivery cannot be made safely or without compromising food quality, they should contact the dispatch or support team.

In the case of a delayed or postponed delivery due to bad weather, Yumealz support team should promptly notify the customer about the situation.

Refunds:

Restaurants or customers must notify us of any delivery issues within 24 hours of the delivery. All refunds are subject to evaluations and approval. Yumealz will reimburse up to SAR 30 per order. Refunds requests will be processed within 7 business days of approval. In the event of delivery delays, Yumealz will refund SAR 10 if the order is received by the customer.

Refund Exceptions:

Refunds are not applicable in cases such as: Customer dissatisfaction with the taste or quality of the food items. Damage caused to the food items before meals are collected by the delivery team or after delivery due to mishandling by the restaurant staff.

Customer Notification:

In cases where a delivery cannot be completed due to inaccurate address information, extended waiting time, or bad weather conditions, the customer will be promptly notified of the situation.

Record-Keeping:

All records related to customer communication, delivery delays, and address-related issues should be maintained for future reference and dispute resolution.

Customer Feedback and Support:

Our customer support team is available to address customer inquiries, concerns, or disputes related to meal delivery. Customers are encouraged to contact us if they encounter any issues with their orders.

This Meal Delivery Policy is subject to periodic review and updates as needed to ensure its effectiveness. All drivers and customer service staff should be familiar with and adhere to these guidelines for consistent and satisfactory meal delivery services.

Amendments:

Yumealz reserves the right to partly or fully modify this Policy, Yumealz will inform you of any substantial changes as soon as they are introduced.

Disclaimer:

Yumealz does not and will not request you to provide any personal or payment information through email. Yumealz accepts no responsibility for any costs, charges, or payments made as a result of fraudulent activity.