Terms and Conditions

1. Who we are

1.1 Quri is operated by Quri Technologies FZ-LLC, licensed by the Dubai Development Authority under Licence No. 105236, with its registered office at In5 Tech, Dubai Internet City, Dubai, United Arab Emirates. We refer to ourselves as "Quri", "we" or "us".

1.2 You can reach us at admin@quri.co or +971 (4) 262 9916.

1.3 In these terms, "merchant" means the restaurant, cafe or other outlet whose menu is available through Quri, "venue" means the mall or location the merchant operates in, "order" means an order you place through us, and "platform" means our website, web app and related services.

2. Our role

2.1 Quri is an ordering and payment service. We show you merchant menus, take your order, take payment for it, send the order to the merchant, and let you know when it is ready.

2.2 We do not prepare, handle or supply food or drink. Everything you order is prepared and supplied by the merchant.

2.3 When you place an order, your contract for the food and drink is with the merchant. We act as the merchant's agent to take that order and collect payment for it, and we are not a party to that contract. Quri does not receive or hold the value of the food and drink. Our payment provider settles that amount directly to the merchant.

2.4 The merchant is the supplier for tax purposes. Your receipt shows the merchant's name and Tax Registration Number for the food and drink, and Quri's details for our service fee.

3. Your account

3.1 You can order without an account. Some features, including saved details, order history across merchants, and loyalty and rewards, need you to create one and sign in.

3.2 If you create an account, give us accurate details and keep your sign-in secure. You are responsible for what happens on your account.

3.3 You need to be 18 or over to place an order. If you are under 18, please order with a parent or guardian.

3.4 Do not misuse the platform. That includes trying to access it without authorisation, interfering with how it works, placing fake or fraudulent orders, copying our content, or using it for anything unlawful.

3.5 We can suspend or close your account, or stop accepting orders from you, if we reasonably believe you have broken these terms or used Quri fraudulently.

4. Menus, prices and availability

4.1 Menus, descriptions, images and prices come from the merchant. Images are illustrative and what you receive may look different.

4.2 Merchants are required to charge the same prices on Quri as at their counter. Prices are in UAE Dirhams and include VAT.

4.3 Availability is controlled by the merchant and can change during service. If something becomes unavailable after you have paid, clause 8 applies.

5. Service fee

5.1 We charge a service fee per order, including VAT. It is shown separately before you pay, and it covers the ordering service we provide to you.

5.2 It is not a card charge, and it is not charged by the merchant.

5.3 We may change the fee. Any change applies only to orders placed after the new fee is shown.

6. Orders and payment

6.1 Your order is placed when you complete payment, and payment is taken at that point.

6.2 Payment is handled by our payment provider. We never see or store your full card number.

6.3 Your order is confirmed when we send you a confirmation with an order number. If payment is taken and no confirmation arrives, contact us. Where the order never reached the merchant, we will refund you in full.

6.4 Once an order has gone to the merchant and preparation has started, you cannot cancel or change it.

7. Collection

7.1 Unless we tell you otherwise, orders are for collection from the merchant. We will message you when yours is ready.

7.2 Please collect promptly. We are not responsible for food left uncollected for an unreasonable time after it is ready.

7.3 Preparation times shown are estimates from the merchant and are not guaranteed.

8. Refunds and cancellations

8.1 If your order cannot be supplied, is not supplied, or arrives materially wrong, we will refund the affected items and the service fee. Refunds go back to the payment method you used and usually take five to fourteen days to show, depending on your bank.

8.2 If you change your mind after preparation has started, or you do not collect, we are not obliged to refund you, though we may choose to.

8.3 Complaints about food quality, preparation, hygiene or safety are for the merchant, which is responsible for them. Tell us and we will pass it on and help where we can. Complaints about payment, refunds, order status or the app are for us, and you should contact us directly.

8.4 None of this affects your rights under UAE consumer protection law.

9. Allergens and food safety

9.1 Allergen, ingredient and dietary information comes from the merchant, and we do not verify it.

9.2 If you have an allergy, intolerance or dietary requirement, speak to the merchant before ordering. Food is prepared in kitchens where allergens are present and cross-contamination cannot be ruled out.

9.3 The merchant is solely responsible for the safety, quality and hygiene of the food it supplies.

10. The platform

10.1 The platform is provided on an as-available basis. We work to keep Quri available but we do not guarantee any level of uptime, and we cannot promise it will always be uninterrupted or error free. We may take it down for maintenance, or change or remove features.

10.2 The platform, its software, design, branding and content belong to us or our licensors. Merchant names, logos and menu content belong to the merchant. Please do not copy or reuse any of it without permission.

11. Liability

11.1 We are responsible for providing the ordering and payment service described here with reasonable care and skill.

11.2 We are not responsible for the food itself, including its quality, safety, preparation, temperature, ingredients or allergens. That sits with the merchant.

11.3 We are not responsible for problems caused by a merchant's systems, our payment provider, mobile or internet networks, or anything else reasonably outside our control.

11.4 We are not liable for indirect or consequential loss, or for lost profit, revenue or opportunity.

11.5 Our total liability for any order is limited to the service fee you paid for that order.

11.6 Nothing here excludes liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot lawfully be excluded.

12. Promotions

12.1 We may run offers, discounts, vouchers and loyalty rewards on Quri. Some are run by us, some by a merchant, and some by a venue operator.

12.2 Additional terms may apply to an offer. Where they do, we will show them with the offer, and they apply alongside these terms.

12.3 Unless we say otherwise, an offer applies to one order, cannot be combined with another offer, has no cash value, and can be withdrawn or changed at any time before you place your order.

12.4 Where an offer is run by a merchant or a venue operator, they are responsible for honouring it.

12.5 We can withdraw an offer, cancel an order or reverse a reward if we reasonably believe an offer has been misused or obtained fraudulently.

13. Changes to these terms

13.1 We may update these terms. The version published when you place an order is the one that applies to it.

13.2 If a change materially affects you and you have an account, we will tell you before it takes effect.

14. General

14.1 If part of these terms turns out to be unenforceable, the rest still applies.

14.2 We may transfer our rights and obligations to another company in our group, or to a company that acquires our business. Your rights are not affected.

14.3 These terms are governed by the laws of the United Arab Emirates as applied in Dubai, and the Dubai Courts have exclusive jurisdiction.

15. The location

15.1 We operate at Dubai Festival City Mall under an agreement with Dubai Festival City Retail Development LLC, referred to here as the Mall Operator. The Mall Operator is not part of your contract with the merchant and is not responsible for the food.

15.2 Access to the food court, its seating and facilities is subject to the Mall Operator's rules and opening hours.

16. How ordering works here

16.1 Scan the QR code on your table or at the outlet. The code tells us which merchant you are ordering from and, where relevant, which table you are at.

16.2 Each order can contain items from one merchant only. To order from more than one, place a separate order for each. The service fee applies to each order.

16.3 Orders are collected from the merchant's counter. We will message you when yours is ready, so please have your order number to hand.

16.4 Scanning a table code does not reserve that table. Seating is first come, first served and is managed by the Mall Operator.

17. Notifications

17.1 We send order updates by SMS to the mobile number you give at checkout, and by other messaging channels where available. You need to give a valid mobile number to order.

17.2 These are service messages about your order, not marketing. Your network's standard charges may apply.

18. Your data

18.1 Responsibility for data from orders placed here is set out in Section B of our Privacy Policy. Please read it before ordering.

19. Signed agreements

19.1 Where a merchant has signed an agreement with Quri, that agreement applies. If anything in this section conflicts with it, the signed agreement wins.

19.2 Commercial terms, including any rates, charges and exclusivity, are set out in the signed agreement and not here, except for the refund and chargeback handling charges in clause 20.

20. Refunds and chargebacks

20.1 Refunds and chargebacks on orders at the merchant's outlet are the merchant's responsibility. Quri does not prepare, handle or supply food or drink and does not carry the risk of a dispute about it.

20.2 We charge 5 for each order the outlet cancels, closes for or cannot supply.

20.3 We charge 100 for each chargeback, in addition to the amount charged back.

20.4 We deduct these amounts from the next settlement. If there is no further settlement, we will invoice the merchant and the invoice is payable within fourteen days.

20.5 We may change these charges on thirty days' notice.

21. The platform, the customer and the data

21.1 Quri owns the platform, the customer account, the loyalty programme and the relationship with the customer.

21.2 The merchant receives order data only. That means the items ordered, the order value, the date and time, the collection point or table, and the contact details needed to fulfil the order and sort out a problem with it.

21.3 The merchant may use that data to fulfil the order, meet its tax, accounting and food safety obligations, and handle complaints and refunds.

21.4 The merchant may not use that data for its own marketing without the customer's consent, and may not sell it or pass it on for anyone else's marketing.

21.5 The merchant has no claim to the Quri customer base, to a customer's order history at other merchants or venues, or to loyalty membership, balances or entitlements. This applies during the agreement and after it ends.

21.6 The merchant's own data protection obligations are set out in Section C of our Privacy Policy.

22. Merchant account security

22.1 Dashboard and device credentials are the merchant's responsibility. Access is for its own staff only. We may suspend access where we reasonably believe there has been misuse or a security concern.

23. Menu, prices and allergens

23.1 The merchant is responsible for its menu, item descriptions, images, prices and allergen, ingredient and dietary information, and for keeping all of it accurate and up to date.

23.2 The merchant must show the same prices on Quri as at its counter.

23.3 The merchant is responsible for availability, and for turning items off promptly when they run out.

23.4 The merchant is responsible for the preparation, safety, quality and hygiene of the food it supplies, and for its own licences and food safety approvals.

24. Complaints

24.1 Complaints about food quality, preparation, hygiene or safety are handled by the merchant.

24.2 Complaints about payment, refunds, order status or the app are handled by Quri.

24.3 Each of us will pass on anything that belongs with the other without undue delay, and will co-operate to resolve it for the customer.

25. Promotions

25.1 Promotions involving a merchant are agreed in writing case by case before they go live.

25.2 Each written agreement records what the offer is, how long it runs, and who funds the discount.

25.3 Neither of us runs an offer in the other's name without that written agreement.

26. Availability of the platform

26.1 The platform is provided to merchants on an as-available basis, with no guaranteed level of uptime.

26.2 We are not responsible for interruption caused by the merchant's own systems, including its point of sale, tablets, printers and internet connection, or by our payment provider, mobile or internet networks, or power supply.

26.3 We will tell the merchant about planned maintenance where we reasonably can, and work to restore service promptly when something goes wrong.

27. Changes to this section

27.1 We may update this section. Where a change materially affects a merchant, we will give thirty days' notice before it takes effect.