Qahwa
العربية
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Qahwa Terms of Service

Last updated: 7 July 2026·Effective: 7 July 2026

1. Agreement

These Terms of Service (“Terms”) are a binding agreement between you and [Legal entity name — e.g. Qahwa Platform LLC] (“Qahwa”, “we”, “us”, “our”) governing your access to and use of the Qahwa customer mobile application, website, and related services (collectively, the “Services”).

By creating an account, placing an order, or otherwise using the Services, you agree to these Terms and our Privacy Policy. If you do not agree, do not use the Services.

Contact: [email protected]
Registered address: [Registered address, UAE]

2. What Qahwa is (and is not)

Qahwa is a pickup-only marketplace that connects you with independent cafés and coffee businesses in the UAE. You order and pay through the app, then collect your order in person at the participating outlet.

Qahwa is not:

  • A delivery service — we do not deliver to your home, office, or any address
  • The café that prepares your drink — each order is fulfilled by the participating merchant you select
  • A bank or payment institution — payments are processed by licensed third-party providers (e.g. Stripe)

3. Eligibility

To use the Services you must:

  • Be at least 18 years old (or the age of majority in your emirate, if higher)
  • Reside in or be physically present in the UAE when placing orders for pickup at UAE outlets
  • Provide a valid UAE mobile number for account verification
  • Have the legal capacity to enter into a binding contract

You are responsible for maintaining the confidentiality of access to your device and account.

4. Account registration

4.1 Phone verification. Accounts are created using your mobile number and a one-time passcode (OTP). You must provide accurate information and keep your profile up to date.

4.2 One person, one account. You may not create accounts for others without permission or use the Services on behalf of another person unless authorised.

4.3 Suspension. We may suspend or terminate accounts that violate these Terms, involve fraud or abuse, or pose a security risk.

5. Orders, pricing, and payment

5.1 Merchant of record for your drink. When you place an order, you enter into a contract with the participating café for the preparation and sale of food and beverages. Qahwa facilitates the transaction as a technology platform.

5.2 Prices and fees. All prices are shown in UAE Dirhams (AED). The checkout screen displays the item subtotal, any applicable discounts, a service fee (currently AED 2 per order unless otherwise shown), and the total amount you authorise. Prices, fees, and totals are calculated on our servers and are final at checkout.

5.3 Payment. You pay using the payment methods offered in the app (e.g. Apple Pay, Google Pay, or card via Stripe). By submitting payment, you authorise us and our payment processor to charge the total shown. 3-D Secure / strong customer authentication may apply.

5.4 No hidden client-side pricing. Displayed totals are for information only until the server confirms the order quote.

5.5 Order acceptance. An order is confirmed when payment succeeds and the merchant accepts the order into their queue. We or the merchant may reject or cancel orders that cannot be fulfilled (e.g. item unavailable, outlet closed, suspected fraud).

5.6 Cup message & customisation. Optional cup messages and customisations are passed to the merchant as you enter them. Offensive, unlawful, or inappropriate content may be refused or removed. Qahwa is not liable for how a merchant applies customisations.

5.7 Pickup identification. If you provide vehicle details, you consent to sharing them with the merchant solely to identify you at pickup.

6. Pickup, fulfilment, and your responsibilities

6.1 Pickup only. You must collect your order at the selected outlet within a reasonable time after it is marked ready. The app will show a pickup code — present this at the counter or curbside as instructed.

6.2 Your responsibility. You are responsible for arriving at the correct outlet, checking order details, and collecting your order. We are not responsible for orders left uncollected, melted ice, or quality degradation after a reasonable waiting period.

6.3 Outlet hours & availability. Menus, stock, and opening hours are set by merchants. Estimated preparation times are indicative, not guaranteed.

6.4 No delivery. Attempting to use the Services for delivery, reselling without authorisation, or placing orders you do not intend to collect may result in account termination.

7. Cancellations, refunds, and disputes

7.1 Before preparation. If the merchant has not started preparing your order, you may request cancellation through the app or support where available. Refunds are processed to your original payment method where possible.

7.2 After preparation / no-shows. Orders that have been prepared or not collected may not be eligible for a full refund. Merchant and platform policies shown at checkout apply.

7.3 Quality issues. If there is a problem with your order (wrong item, quality concern), contact [email protected] promptly with your order reference. We will work with the merchant to resolve the issue in line with applicable consumer protection laws.

7.4 Chargebacks. Initiating a chargeback without contacting us first may result in account suspension. Fraudulent chargebacks may be reported to authorities.

8. Loyalty, rewards, and gift cards

8.1 Points & stamps. Loyalty points and per-café stamp cards have no cash value unless expressly stated. They are governed by programme rules shown in the app, may expire, and may be adjusted for refunds or abuse.

8.2 Redemption. Rewards are subject to merchant participation and availability. We may modify or discontinue loyalty features with reasonable notice where required by law.

8.3 Gift cards. Gift cards are issued and redeemed under the terms shown at purchase. They are non-transferable for cash except where required by law. Lost or stolen gift-card balances may not be recoverable.

8.4 Wallet passes. Apple Wallet and Google Wallet passes update automatically when your balance changes. Third-party wallet platforms have their own terms.

9. Communications

9.1 Transactional messages. You consent to receive OTP codes, order updates, and service-related notifications by SMS and push notification.

9.2 Marketing (opt-in). Promotional messages are sent only if you opt in. You may opt out at any time in settings.

10. Acceptable use

You agree not to:

  • Use the Services for unlawful purposes or in violation of UAE law
  • Harass merchants, baristas, or other users
  • Attempt to circumvent payment, abuse promotions, or commit fraud
  • Scrape, reverse engineer, or interfere with the platform
  • Submit false orders, chargeback abuse, or automated bulk requests
  • Impersonate another person or misrepresent your affiliation

We may investigate violations and cooperate with law enforcement where appropriate.

11. Intellectual property

The Qahwa name, logo, app design, and platform content are owned by Qahwa or its licensors. Merchants own their menus, images, and trademarks. You receive a limited, non-exclusive, revocable licence to use the app for personal, non-commercial ordering.

12. Third-party services

The Services integrate third-party services (payments, maps, SMS, push notifications). Your use of those services may be subject to separate terms. Qahwa is not responsible for third-party outages beyond our reasonable control.

13. Disclaimers

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE”. TO THE FULLEST EXTENT PERMITTED BY UAE LAW, QAHWA DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We do not guarantee uninterrupted access, error-free operation, or that any merchant will accept your order. Food and beverage preparation is the merchant’s responsibility.

14. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

  • QAHWA’S TOTAL LIABILITY FOR ANY CLAIM ARISING FROM OR RELATED TO THE SERVICES SHALL NOT EXCEED THE GREATER OF (A) AED 500 OR (B) THE AMOUNT YOU PAID TO QAHWA IN PLATFORM FEES FOR THE ORDER GIVING RISE TO THE CLAIM IN THE THREE (3) MONTHS BEFORE THE EVENT.

  • QAHWA SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, DATA, OR GOODWILL.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UAE law.

15. Indemnity

You agree to indemnify and hold harmless Qahwa, its affiliates, and personnel from claims, damages, and expenses (including reasonable legal fees) arising from your breach of these Terms, misuse of the Services, or violation of any law or third-party rights.

16. Governing law & disputes

16.1 These Terms are governed by the laws of the United Arab Emirates.

16.2 The courts of [Emirate — e.g. Dubai], UAE shall have exclusive jurisdiction, unless mandatory consumer protection rules in your emirate provide otherwise.

16.3 Before formal proceedings, you agree to contact [email protected] to attempt good-faith resolution within 30 days.

17. Changes to the Services and Terms

We may update the Services or these Terms from time to time. Material changes will be notified via the app, website, or email where appropriate. Continued use after the effective date constitutes acceptance where permitted by law.

18. Termination

You may stop using the Services and request account deletion at any time. We may suspend or terminate access for breach of these Terms or legal requirements. Sections that by nature should survive (payment obligations, liability limits, governing law) will survive termination.

19. Miscellaneous

  • Entire agreement. These Terms and the Privacy Policy constitute the entire agreement regarding the customer Services.
  • Severability. If any provision is unenforceable, the remainder stays in effect.
  • No waiver. Failure to enforce a provision is not a waiver.
  • Assignment. You may not assign your rights; we may assign ours in connection with a merger or sale.
  • Language. The English version prevails in case of conflict with translations, except where UAE law requires the Arabic version to prevail for consumers.

20. Contact

Qahwa Customer Support
Email: [email protected]
Website: https://qahwa.io