Terms & Conditions

These Terms and Conditions ("Terms") govern your access to and use of the GoOrder platform, including our website, mobile applications, and related services (collectively, the "Platform"), operated by Dimensions GoOrder Technology FZE LLC ("GoOrder", "we", "us", or "our"). By creating an account, browsing, placing an order, or otherwise using the Platform, you agree to be bound by these Terms and by our Privacy Policy. If you do not agree, please do not use the Platform. We may update these Terms from time to time — see "Changes to These Terms" below for how we handle that.

You must be at least 16 years old and capable of forming a binding contract to use GoOrder. If you are ordering age-restricted items where applicable, you additionally confirm you meet the legal age required for that item. You are responsible for the accuracy of the information on your account and for keeping your login credentials confidential. You are responsible for all activity that occurs under your account, whether or not you authorized it, except where caused by our fault. GoOrder may suspend or close an account that provides false information, is used fraudulently, or otherwise violates these Terms.

GoOrder operates a marketplace connecting customers with independent restaurants, pharmacies, grocery stores and other partner businesses ("Vendors"). Depending on the vertical, orders may also involve independent delivery partners. Vendors are independent businesses, not employees or agents of GoOrder. Each Vendor is solely responsible for the preparation, quality, safety, legality, and accuracy of the products and food they list — GoOrder is not the manufacturer, preparer, or seller of the items listed by Vendors. We provide the technology, ordering, payment and logistics layer that connects you with Vendors, and we set and enforce the listing policies described below to keep the Platform safe and trustworthy.

Placing an order through GoOrder is an offer to purchase from the relevant Vendor, which is accepted once the Vendor confirms the order. Prices, availability and estimated preparation/delivery times are set by the Vendor and may change without notice. Displayed prices include any applicable delivery fee, service fee and taxes shown at checkout, unless stated otherwise. Payment is due at the time of ordering via the payment methods available on the Platform (card, cash on delivery where offered, or wallet balance). If a payment fails, is disputed, or is later found to be fraudulent, GoOrder may cancel the related order and take reasonable steps to recover any loss, including restricting the account involved.

Delivery times shown in the app are estimates, not guarantees — they can be affected by weather, traffic, order volume, or Vendor preparation time. Please make sure your delivery address, floor/apartment details and contact number are accurate; GoOrder and our delivery partners are not responsible for delays or failed delivery caused by incorrect or incomplete address information. For pickup, dine-in and Scan & Go orders, you are responsible for collecting your order within the timeframe shown in the app. Risk in the goods passes to you once the order is delivered to the address provided, handed to you at pickup, or served in the case of dine-in.

You may request to cancel an order from within the app. Whether a refund is issued — in full, in part, or not at all — depends on factors such as how far preparation or dispatch has progressed, how promptly the cancellation was requested, and whether the Vendor has already incurred cost preparing the order. Refund decisions are made case-by-case together with the relevant Vendor and, where a third-party delivery partner is already en route, in coordination with that partner. Approved refunds are returned to your original payment method or GoOrder wallet, typically within a few business days. If an item arrives damaged, incorrect, or materially not as described, contact us within 24 hours with photos where possible so we can review it with the Vendor.

To keep GoOrder safe and legally compliant, the following categories may never be listed or sold on the Platform, in any vertical: • Firearms, ammunition, explosives, and weapons of any kind • Illegal drugs, controlled substances, and drug paraphernalia • Alcohol, unless the Vendor holds a valid, verified UAE trade license permitting its sale and all applicable delivery restrictions are met • Tobacco, e-cigarettes, and vaping products sold without age verification at delivery • Live animals, or any item involving animal cruelty • Adult content, sexual services, or services requiring separate professional licensing that the Vendor has not provided to us • Gambling products, lottery tickets, or games of chance • Counterfeit, replica, or pirated goods of any kind • Stolen goods, or goods the Vendor does not have the legal right to sell • Hazardous, flammable, or otherwise dangerous materials not intended for consumer food, pharmacy, or grocery delivery Listings in these categories are removed on discovery, and the Vendor account is referred for suspension.

Beyond the categories above, specific products are not permitted even within an otherwise allowed category: • Expired, recalled, or unsafe-to-consume food and grocery items • Prescription-only medication listed or dispatched without going through GoOrder Pharmacy's in-app prescription review — items marked "prescription required" can only be fulfilled after a valid prescription is uploaded and verified • Supplements or health products making unverified medical claims • Items that infringe another party's trademark, copyright, or other intellectual property • Blades or tools marketed or described as weapons rather than kitchen/utility tools • Any product restricted or banned under UAE federal or local emirate regulations We may remove a specific listing (rather than the whole store) where only one product violates policy — you'll see this reflected as a temporarily hidden item on the Vendor dashboard, with the reason provided.

Every photo a Vendor uploads — store cover, logo, or menu/product photos — must be a true, current representation of what a customer will actually receive. Specifically, images must not: • Be a stock photo, a photo taken from another business, or an image the Vendor does not have the right to use • Misrepresent the size, portion, ingredients, or packaging of the item for sale • Contain another brand's logo or watermark, or promote a different business • Contain offensive, discriminatory, sexually explicit, or otherwise inappropriate content • Be low-quality to the point of being misleading (excessive blur, filters that hide the actual product, etc.) New and updated photos go through review before they go live on the Platform. A photo that does not meet these guidelines is rejected with a reason visible to the Vendor, who may re-submit a corrected photo.

Vendors are responsible for keeping prices, descriptions, ingredients, allergen information, and stock availability accurate and up to date. Mislabeling allergens or ingredients is treated as a serious violation given the health risk involved. If an item is unavailable, Vendors should mark it unavailable promptly rather than accepting orders they cannot fulfill. GoOrder may temporarily hide listings that appear inaccurate or that generate repeated customer complaints while we review them with the Vendor.

GoOrder charges Vendors a commission on orders fulfilled through the Platform — currently 6%, among the lowest in the market — in exchange for access to our customer base, ordering technology, payments, and (where applicable) delivery network. Customers may see a separate delivery fee and/or small service fee at checkout, shown before payment is confirmed. Fee structures may be updated from time to time; Vendors and customers will be notified of material changes through the app or dashboard.

We may suspend or terminate a customer or Vendor account, or remove a specific listing, where we reasonably believe these Terms — including the prohibited categories, prohibited products, or image guidelines above — have been violated, where required by law, or to protect the safety and integrity of the Platform. Where practical, we will provide the reason for the action taken. Vendors may appeal a suspension or listing removal through the dashboard or by contacting support. You may close your own account at any time as described in our Privacy Policy.

The GoOrder name, logo, app, and platform design are the property of Dimensions GoOrder Technology FZE LLC and may not be copied, reproduced, or used without our written permission. Vendors retain ownership of their own brand, menu content, and photos, but grant GoOrder a license to display and promote that content on the Platform (including marketing and partner-logo placements) for as long as they remain an active partner.

When using GoOrder you agree not to: place fraudulent or fake orders; abuse promo codes, referral programs, or refund processes; submit false reviews or ratings; harass Vendors, delivery partners, or GoOrder staff; or attempt to interfere with the security or normal operation of the Platform. Reviews and ratings should reflect a genuine experience with the order — reviews found to be fake, incentivized without disclosure, or abusive may be removed.

GoOrder provides the Platform on an "as is" and "as available" basis. To the fullest extent permitted by law, GoOrder is not liable for the quality, safety, or legality of items listed by Vendors, for acts or omissions of independent delivery partners, or for indirect, incidental, or consequential damages arising from use of the Platform. Nothing in these Terms limits liability that cannot be excluded under UAE law, including liability for fraud or willful misconduct.

These Terms are governed by the laws of the United Arab Emirates. Any dispute arising from or relating to these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the competent courts of the UAE, unless mandatory local law provides otherwise. We encourage reaching out to our support team first — most order and account issues can be resolved directly without escalation.

We may revise these Terms periodically to reflect changes in our services, legal requirements, or policies. Material changes will be posted on the Platform with an updated revision date. Continued use of GoOrder after changes take effect constitutes acceptance of the revised Terms. If you do not agree with an update, you should stop using the Platform and may close your account as described in our Privacy Policy.