Sahla Customer Terms & Conditions
Version 1.2 – Effective [2025-09-16]
0. Scope of These Terms
These Terms govern your use of the Sahla app and your relationship with Sahla as a Consumer.
By placing an order through Sahla, you agree to these Terms. If you do not agree, please do not use the service.
1. Definitions
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Surprise Bag – A selection of surplus food offered at a discount. Contents vary daily and are not disclosed in advance.
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Reservation – A confirmed order for a Surprise Bag through the Sahla app.
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Pickup Window – The time slot defined by the Store during which you must collect your order.
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Consumer – A customer using the Sahla platform to place orders.
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Store – A food business listing discounted Surprise Bags on Sahla.
2. How Sahla Works
Sahla is a pickup-based marketplace that connects Consumers with Stores offering discounted Surprise Bags made from surplus food.
You browse available Bags in the app, place an order, and collect it in person during the Store’s designated Pickup Window.
Sahla acts solely as a marketplace intermediary. The sales contract is between you and the Store.
Sahla does not prepare, package, or deliver food.
3. Nature of Surprise Bags & Food Safety
Surprise Bags contain surplus food the Store could not sell that day but is still safe to consume.
Contents vary daily and may not match your preferences or dietary needs.
Items are intended for same-day consumption unless otherwise stated.
Allergy Notice
If you have food allergies or dietary restrictions, Sahla strongly advises not using the app.
Neither Sahla nor the Store can guarantee the absence of allergens or accommodate specific dietary needs.
Bags are not labeled for ingredients or allergens.
You agree to release Sahla from any liability related to food content, allergic reactions, or consumption.
4. Pickup & Missed Orders
You must collect your order during the defined Pickup Window and present your collection code from the app.
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If you fail to show up, the order is considered completed.
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The meal may be discarded, and no refund will be issued.
5. Refunds
Refunds Issued by Sahla
Sahla may issue a refund if:
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The Store cancels the order or is unexpectedly closed
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The Surprise Bag was not prepared or handed over
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The food provided was spoiled or clearly unsafe
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The contents were significantly below the expected quantity or quality
All refund requests are reviewed by Sahla Support on a case-by-case basis.
Sahla may request additional information (e.g. photos) and reserves the right to deny refunds in the absence of sufficient evidence.
6. Payments
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All payments are collected at the time of Reservation.
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Sahla acts as a payment facilitator on behalf of the Store.
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A small service fee may apply, which will be clearly shown at checkout.
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At this time, no additional charges are added by Stores beyond what is shown in the app.
7. User Conduct
By using Sahla, you agree to:
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Behave respectfully toward Store staff during pickup
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Not misuse the app or commit fraud (e.g. false refund claims, reselling bags)
Sahla reserves the right to suspend your account if there is evidence of misuse, abuse, or repeated disputes.
8. Privacy & Data
Your personal data is handled in accordance with Sahla’s [Privacy Policy] and UAE data protection laws.
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Only the minimum required data (first name, collection code) is shared with the Store.
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Stores may not use your data for marketing or any other purpose beyond fulfilling your order.
9. Availability Disclaimer
Surprise Bag availability depends on real-time surplus at each Store.
Sahla cannot guarantee that Bags will be available at all times or in all locations.
10. Promotional Offers
Promotions or referral codes may be available from time to time.
They are valid only at the time of use and may be changed or cancelled without notice.
11. Changes to Terms
Sahla may update these Terms at any time.
Continued use of the app after changes are published constitutes acceptance of the new Terms.
12. Legal & Jurisdiction
These Terms are governed by UAE law.
Any disputes are subject to the exclusive jurisdiction of the courts of Abu Dhabi, United Arab Emirates.