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General Terms (REV 3 / JULY2022)

BE BALANCE DELIVERY SERVICES (BE BALANCE) owns and manages bebalance.ae Website. Our Country of Domicile is United Arab Emirates and being governed by the Laws of United Arab Emirates.

All individuals who are using or registering in the Website have agreed to be bound by BE BALANCE Terms & Conditions, Privacy Policy and Legal Notice. Minors under the age of 18 years old are prohibited of registering as BE BALANCE Member or proceed to any purchase transaction or use the Website.

BE BALANCE reserves the right to modify these Terms & Conditions at any time, without prior notice, effective immediately upon uploading on the website by adding a note with the latest revision next to that. In case of misuse or violation of these Terms & Conditions, BE BALANCE has the right to terminate the individual’s website use and take appropriate legal action against the individual.

The main language of the Website, the communication with the client through email, online chat, WhatsApp chat, phone or any other means and the Terms & Conditions, Privacy Policy, Legal Notice will be the English. The Arabic version of the Website including the Terms & Conditions, Legal Notice, Privacy Policy exclusively serves information purposes - only the English version is legally binding.

BE BALANCE has the right, without any prior notice, to modify, suspend, discontinue, restrict access to the whole or part of the website.

Account Terms

Individual users can access the delivery system, view the prices and the product inventories and submit orders electronically after signing up.

Users are solely responsible for using the website in a private and secure manner. Please be aware that users are solely responsible for the safe keeping of their account username and password.

Users are solely responsible for using the website in a private and secure manner. Please be aware that users are solely responsible for the safe keeping of their account username and password.

BE BALANCE reserves the right to refuse registration or cancel an account at any time.

BE BALANCE reserves the right to refuse a client under the following cases:

  • • With any medical condition or health risk such as but not limited to pregnancy, type 1 diabetes, heart disease, ulcers, colitis, inflammatory bowel and or Chron’s disease, or any other medical conditions.

BE BALANCE does not intend to provide any medical advice, diagnosis or treatment. Therefore, the company, its nutritionists and its affiliates do not take any responsibility and are not liable for any negative outcome of the meal plan for the clients who are suffering with any medical conditions. Always seek the advice of your physician regarding your medical condition or any other health related matter before signing up for any of the meal plans offered.

  • Severe gluten allergy, celiac disease, or lactose intolerance.

BE BALANCE does not intend to provide any medical advice, diagnosis or treatment. Therefore, the company, its nutritionists and its affiliates do not take any responsibility and are not liable for any negative outcome of the meal plan for the clients who are suffering with any medical conditions. Always seek the advice of your physician regarding your medical condition or any other health related matter before signing up for any of the meal plans offered.

  • Dislike and allergic to cooked onions & garlic.
  • Dislike or allergic to eggs; with or without nuts and even extreme dislikes/allergies.
  • Specific diets.

BE BALANCE can’t accommodate specific diets that are not within the BE BALANCE meal plans.

  • Raw and cooked capsicums and tomatoes, depending on the rest of dislikes/allergies (all plans).
  • Clients with a lot of allergies or intolerances.
  • Spice allergies e.g. cumin or black pepper (all plans).
  • Vegetarian modifications to the Classic meal plans.
  • BE BALANCE considers any confirmation made online over the phone, SMS, Whatsapp, Messenger chat and email valid and binding.
  • BE BALANCE reserves the right to send emails, Whatsapp messages and SMS communications to all clients unless they have been unsubscribed or requested to unsubscribe.

Payment

Payment needs to be completed in full, in advance, after subscribing for a selected meal plan. All clients are required to pay a refundable deposit of 250 AED for the Chiller Bags and ice packs used for delivery before starting their meal plan.

TBE BALACE is then authorized to proceed with the charging of the preselected meal plan plus any taxes or other applicable charges. Meal plan commence date in considered to be 3 days after the payment has been completed.

The submitted details for the payment process will be directly transferred in our payment provider via a secured connection. All online purchases are also governed by the terms and conditions of respective merchant service providers. Please review respective merchant service provider’s user agreement and privacy policy before entering any transaction.

The cardholder must retain a copy of the transaction record and Merchant policies and rules. Multiple transactions may result in multiple postings to the card-holder’s monthly statement.

We accept online payments using Visa and MasterCard Credit/Debit card in AED (United Arab Emirates Dirham) only.

Alternative payment options can be by bank transfer or cash collection with an extra charge of 20 AED.

Hold, Cancellation and Refund Policy

A selected Meal Plan can be put on hold/freezed and resumed at a later time. The maximum allowed time to complete any 20 to 30 days meal plan is 3 months from the starting date. Purchased meal plans with less than 20 days should not exceed the 40 days in order to be completed. A notification of 48 hours in advance for a freeze or resume request is required by WhatsApp or email. In case of inability to comply with the above mentioned time limits, the Meal Plan will be automatically cancelled and refund for the remaining dates of service will not be accepted.

Request for cancellation of a Meal Plan subscription is feasible and it will be processed within next 3 days. Any cancellations or last minute freeze with notice of less than 48 hours, will be counted as a valid production. The remaining days of the plan are allowed to be transferred to a third party.

Refunds for cancellations are eligible only if the request has been made within first 72 hours from the first meal delivery. Meals already prepared up to time of cancellation will be deducted from the initial payment. Any request for cancellation after the first 72 hours from the first meal delivery will not be eligible for refund but only transferring to a third party.

A two (2) to five (5) weeks processing time will apply from the time of approval of the refund depending on the issuing bank of the credit card or mode of payment. Refunds will be done only through the Original Mode of Payment including a 20% cancellation fee.

Delivery

Delivery is currently supported in the regions of Dubai, Abu Dhabi, Al Ghadeer, Sharjah, Al Ain, Ajman, Umm Al Quwain, Ras Al Khaimah.

Specific time frames have been assigned as per the below Table 1.

Emirate Monday to Friday Saturday Sunday
Dubai
2am - 6am 2am - 6am 2am - 6am
8am - 12pm 8am - 12pm 8am - 12pm
3pm - 9pm 3pm - 9pm 3pm - 9pm
Abu Dhabi
2am - 8am 2am - 8am 2am - 8am
8am - 12pm 8am - 12pm 8am - 12pm
3pm - 9pm Not Available 3pm - 9pm
Al Ghadeer (Abu Dhabi)
2am - 8am 2am - 8am 2am - 8am
8am - 12pm 8am - 12pm 8am - 12pm
Sharjah
2am - 8am 2am - 8am 2am - 8am
8am - 12pm 8am - 12pm 8am - 12pm
Al Ain
2am - 7am 2am - 7am 2am - 7am
8am - 12pm 8am - 12pm 8am - 12pm
Ajman
2am - 6am 2am - 6am 2am - 6am
8am - 12pm 8am - 12pm 8am - 12pm
Umm Al Quwain
2am - 6am 2am - 6am 2am - 6am
8am - 12pm 8am - 12pm 8am - 12pm
RAK
2am - 6am 2am - 6am 2am - 6am
8am - 12pm 8am - 12pm 8am - 12pm

Table 1: Delivery Time Slots

Clients are able to receive their meals by selecting the preferred delivery slot but without specifying the exact time of their convenience. Delivery can be completed anytime within the slot timeframe. In case of specific time delivery request BE BALANCE will try to fulfil client’s request with an extra cost for the client depending on the delivery area.

Clients are able to receive their meal in different addresses as soon as they have up-dated their BE BALANCE Profile and preselected the applicable delivery address for each day separately.

Please note that any changes in the delivery details or the meals selected have to be made at least two (2) day before and not later than 12:00 pm (Dubai Time). These changes have to be performed either through individual’s Profile or by using the Contact Us form, Messenger chat or WhatsApp messaging. In any other case, the order will be delivered as per your initial request.

In case that the delivery driver needs to access secure parts of your residence or building in order to deliver the Meal, please mention it in the comments of the delivery section. Please keep us up to date with any changes that might affect our ability to deliver to you.

If we are unable to access your building because of changes that we have not been notified of, we will attempt to contact you to make other arrangements. If we are unable to deliver in such circumstances, or in case that an inaccurate address has been provided, BE BALANCE reserves the right to charge you for the unsuccessful delivery in any event.

In case of a request for your Meal package to be left at your door BE BALANCE is not responsible for any loss, damage or spoilage caused by third party.

It is mutually agreed that anyone at the delivery address is entitled to accept the delivery, otherwise all deliveries will be left safe as agreed but it will be charged accordingly.

As we are delivering fresh food, the delivery drivers can only attempt to deliver once. Please, do not attempt to return the goods back to us, as they will be rejected and charged as agreed.

BE BALANCE will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.

Handling

The food is delivered in a delivery chiller bag with an ice pack which complies with all the health and hygienic regulations.

Upon receiving the delivery chiller bag, it is client’s responsibility either to consume the product at this time or store it properly in the refrigerator for later use. When the Meal is about to be consumed it is advisable to be reheated in the microwave for 1 minute. BE BALANCE does not take any responsibility otherwise.

Meals are provided cold with a chiller van to the client’s delivery location.

In case of a request for your Meal package to be left at your door or any outdoor place or unattended in general but not delivered to anybody in person BE BALANCE is not responsible for any food spoilage caused because of improper or not on-time storage straight after the delivery of the Meal package.

The delivered food is properly prepared and stored in the container. Food handling from our partners and drivers is being conducted with respect to all hygiene demands and protocols. Please rest assured that the food is safely protected within the container.

Rarely the Meal Packaging might get damaged during transportation and food quality may be compromised. In such instances, please refrain from consuming the damaged meal and contact Customer Care Line to assist you in the best possible way.

Delivery Chiller Bags & Refundable Deposit

A delivery chiller bag deposit of 250 AED (5 bags for 5 days) is refundable at the end of the plan. If a bag is lost or damaged 100 AED per bag will be deducted from the deposit. Alternatively if a bag deposit hasn’t been collected in advance BE BALANCE has the right to stop or alter client’s meal plan as a compensation for the lost or damaged chiller bags.

Chiller bags and ice packs must be returned to BE BALANCE within 7 days (1 week) of the subscription ending, this can be done by scheduling a collection through WhatsApp or email communication. Failure to comply with this may result in automatic forfeiture of the 250 AED refundable deposit.

Each client is assigned with a set number of chiller bags and ice packs: 5 bags for 5 days. In the event that all the bags have been used and are not returned, the following day’s delivery will be sent in a cardboard box.

Disclaimer: We recommend you to refrigerate your food immediately if delivered in cardboard box and BE BALANCE will take no responsibility for food temperatures if delivered in a card box.

Food Allergy Disclaimer

Please be aware that our partner who prepares the Meals they also prepare food with ingredients that contain (not exclusively) nuts or nut oil, dairy, egg and/or fish.

BE BALANCE Members are kindly advised to disclose any allergies, likes, dislikes, severe health problems they have by filling up the Allergies Form in their online Profile before they proceed with the Meal booking in the Calendar Section. Failure to do so will be under the Member’s sole responsibility for any possible allergy consequences.

Every time the client fills up or updates the Allergies form BE BALANCE receives a written notification for the updated information included in that form. In case the client performs any changes to the originally submitted Allergies form all these modifications will be applied 24 hours after he updated and submitted the Allergies form.

BE BALANCE makes every attempt to identify ingredients that may cause allergic reactions for those with food allergies. Every Meal has been identified with the possible allergy ingredients by displaying the relative icons next to the Meal name at the online Profile. Please rest assured that every effort is being made to instruct our food production staff on the severity of food allergies.

In addition, you can select to exclude items that we have identified as possible allergen-containing ingredients; however, there is always a risk of contamination. Customers concerned with food allergies need to be aware of this risk.

Clients can report up to 4 allergies or intolerances for the general meal plans. Any extra allergy or intolerance will be under BE BALANCE decision if the client should get the ordinary meal plan or a customised one.

Nutritional Advice

When a client fills up the required form of interest in the Website, he/she is eligible of receiving a 30% promo offer for his/her first consultation with Dr Dana Diet Center FZ LLC.

The promo offer is only eligible for the person who signed up in the Website and it can not be transferred to another person. The promo offer will not, in any case, be redeemed with cash or other means of discounts, apart from the one mentioned above.

The promo offer will be directly credited to the client upon completion of the required form through the Website. A representative of BE BALANCE will get in touch with the client to verify the request and book an appointment for him/her with Dr Dana Diet Center FZ LLC.

Please note that there are several conditions that need to be met for the promo offerto be valid:

1.The client has never had an appointment with Dr Dana Diet Center FZ LLC before.

2.Appointment must be booked through BE BALANCE Website.

3.The client has successfully and correctly filled up all the information needed in the request form, found in “Nutritional Advice” Website page.

4.The promo offer is valid only for the first consultation with Dr Dana Diet Center FZ LLC.

5.The validity of the above promo is active for one (1) month since received by email.

Weight Loss Disclaimer

Weight loss is not guaranteed and will vary for each Member based on individual weight, age, metabolism, activity level, commitment to the plan and meals consumed the rest of the day that are not provided by BE BALANCE. Clients are advised to check the calories mentioned next to each dish and the consumption of the dishes to be evenly distributed within the day or as per the dietician’s recommendation.

Promo offers / Limited offers

Promo or Limited Offers may occasionally be available to BE BALANCE members upon announcement for specific service or time duration.
Welcome offer
The following conditions should be met in order to apply for that promo:

  • Client should Sign Up at BE BALANCE website and register for a Meal Plan.
  • Promo is available ONLY for the first Meal Plan selection.
  • Limited time offer : No timeframe has been specified.
  • Promo is only available for the person who Signed Up and it is not transferable to another person

The offer is not redeemable with cash or other means of discounts, apart from the one mentioned above. The discount for the Welcome offer 20% for the first meal plan booking.

Complaints

Any dispute or claim arising out of or in connection with this Website and the products and services provided, shall be governed and construed in accordance with the laws of UAE. Dubai courts shall have jurisdiction to hear and adjudicate any controversies claims and dispute arising out of this Website, products and services.

BE BALANCE operates a complaints handling procedure, which we will use to try to resolve disputes when they first arise.

If you have any complaints or comments, please call our Customer Care Line at +971(0)529199220. You can also fill up the Form at the Contact Us page or drop an email at info@bebalance.ae

Contacting Us

All comments, queries and requests should be addressed to BE BALANCE either by email to info@bebalance.ae or by phone to our Customer Care Line at +971(0)529199220. Our Head Office s located in DAMAC Business Tower, office 901, Business Bay, Dubai, United Arab Emirates.