FITT MEALS CATERING SERVICES LLC
Terms & Conditions
Effective Date: 1 June 2025 | Governing Law: United Arab Emirates
https://fittmeals.ae
1. Company Information
FITT Meals Catering Services LLC ("FITT Meals", "we", "us", or "our") is a company incorporated and licensed in the Emirate of Dubai, United Arab Emirates, with the following registered details:
Registered Name: FITT Meals Catering Services LLC
Registered Address: WH-1, FITT DIC Warehouse, Plot No. 528, (DM 5333458), Saih Shuaib 4, Dubai Industrial City (DIC), 449659, Dubai, United Arab Emirates
Company Formation Number: 962935 (Dubai Economic Department)
Tax Registration Number (TRN): 104583189600003
Contact Email: info@fittmeals.ae
2. Definitions
In these Terms and Conditions, the following capitalised terms have the meanings set out below:
"Account": An individual customer account on the Website and/or Application, enabling the use of platform functionalities including submitting Orders.
"Application" or "App": The FITT Meals mobile application available on Android and iOS platforms.
"Business Days": Monday to Friday, excluding public holidays in the UAE.
"Consumer": A natural person who enters into a transaction with FITT Meals not directly connected to a business or professional activity.
"Customer": Any natural person, legal person, or organisational unit using the Website or Application to access Services or place Orders.
"Cut-Off Time": The deadline prior to which an Order must be submitted to be processed within the next available production batch.
"Force Majeure": Any external event beyond the reasonable control of either party, including but not limited to riots, strikes, armed conflicts, states of emergency, or natural disasters.
"Interruption": A temporary suspension of Website or Application services for technical maintenance, modification, or repair.
"Meal Plan": A subscription-based food service programme offered by FITT Meals, comprising a defined number of meals per day delivered over a specified period.
"Meal Plan Start Day": The first day of food consumption under a confirmed Order.
"Order": A meal plan selection submitted by a Customer via the Website, Application, email, or telephone.
"Payment Services Provider": A third-party payment processor enabling Customers to pay for Orders (currently including Stripe, Inc., and other providers as updated from time to time).
"Personal Data": Information relating to an identified or identifiable natural person as defined under the UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL).
"Sales Contract": A contract of sale concluded between the Customer and FITT Meals upon confirmation of an Order.
"Service Provider": FITT Meals Catering Services LLC.
"Services": Electronic and physical services provided by FITT Meals via the Website or Application, as detailed in Section 5 of these Terms.
"Submission": Any remarks, suggestions, ideas, graphics, or other non-personal information communicated to FITT Meals through this platform.
"Website": The website operated by FITT Meals at https://fittmeals.ae.
3. Acceptance of Terms
By accessing or using this Website, the Application, or any FITT Meals Service, you agree to be bound by these Terms and Conditions in full. If you do not agree with any part of these Terms, you must not use this platform or its services.
These Terms apply to all Customers placing Orders via the Website, Application, email, or telephone. All use of this platform is for lawful purposes only.
4. Eligibility and Account Registration
4.1 Eligibility
To use FITT Meals Services, you must be of legal capacity to enter into a binding contract under UAE law. By placing an Order, you confirm you meet this requirement.
4.2 Account Creation
You may create an Account to access the Application and manage your Orders. An Account may be created:
- Via the Website registration form, upon completing required Order details and accepting these Terms; or
- Via email or telephone with FITT Meals customer service, followed by in-App acceptance of these Terms on first login.
Account creation is available during Order acceptance hours as specified in Section 7.2. FITT Meals will endeavour to create Accounts promptly upon receipt of a valid request.
4.3 Account Responsibilities
- You are responsible for maintaining the confidentiality of your login credentials.
- You are liable for any activity conducted under your Account.
- You must keep your Account information current and accurate at all times.
- FITT Meals reserves the right to refuse Account creation or suspend an Account where false or misleading information is provided.
4.4 Account Closure
You may close your Account at any time by emailing info@fittmeals.ae. Upon closure, the agreement for maintaining your Account is terminated. Existing Sales Contracts remain subject to these Terms until fulfilled.
5. Services
FITT Meals provides the following Services electronically via the Website and/or Application:
- Access to information on available meal plans and Services;
- Account creation, maintenance, and editing;
- Order placement, modification, and cancellation;
- Order history and tracking;
- Delivery address management;
- Meal plan customisation including exclusions and dietary preferences;
- Meal ratings and questionnaires;
- Nutritional information and calorie calculator;
- Order reminders and meal consumption notifications;
- Customer service contact details.
Website browsing and general information access are available to all users without an Account. Order placement and account-specific features require Account registration and App download (free of charge). The conclusion of a Sales Contract through the above Services is associated with an obligation to pay the applicable Order price.
6. Technical Requirements
6.1 Website Access
- A computer or mobile device connected to the internet;
- A web browser with JavaScript and cookies enabled;
- An active email account.
6.2 Application Access
- A smartphone running Android (version 5+) or iOS (version 11+), connected to the internet;
- An active email account;
- An active Google Play Store or Apple App Store account.
6.3 Planned Interruptions
FITT Meals may introduce Interruptions for maintenance or technical improvement. Customers will be notified of planned Interruptions via normal communication channels. FITT Meals will make every effort to restore functionality without delay in the event of an unplanned outage.
7. Placing an Order
7.1 Eligibility to Order
Orders may be placed by Customers with or without an Account. All Orders are subject to these Terms and Conditions. By placing an Order, you confirm that you have read and accept these Terms and consent to the processing of your personal data in connection with the Order.
7.2 Order Information Required
Placing an Order requires the following information:
- Type, variant, and calorie content of the meal plan;
- Meal selections (where applicable);
- Preferred delivery days;
- Full name, telephone number, and email address;
- Delivery address and access instructions (floor, gate code, preferred drop-off location, etc.);
- Invoice details (if required);
- Selected payment method.
7.3 Order Channels
- Website: 24 hours a day, 7 days a week;
- Application: 24 hours a day, 7 days a week;
- Email or telephone: subject to FITT Meals business hours.
7.4 Order Confirmation and Sales Contract
Following Order placement, you will receive a confirmation to the email address or telephone number associated with your Order. The Sales Contract is concluded at the moment confirmation is received. If confirmation is not received within 2 Business Days, the Sales Contract is not concluded and any payments made will be refunded promptly.
FITT Meals reserves the right to perform additional verification of Order details prior to confirmation.
7.5 Meal Plan Parameters
Meal plans are offered based on calorie ranges and, where applicable, dietary preferences (e.g. vegetarian, low carb). Meal plan compositions and parameters are subject to change at FITT Meals' discretion. Customers acknowledge that meal plans are not custom-made to individual health requirements. Customers should consult a physician or nutritionist before commencing any meal plan. FITT Meals accepts no responsibility for health complications arising from use of the Service.
8. Order Processing and Delivery
8.1 Cut-Off Times
All Orders are processed in batches. The Meal Plan Start Day is determined by the day and time of Order placement relative to the applicable Cut-Off Time (Gulf Standard Time, GMT+4):
8.2 Meal Plan Duration
- Minimum Order duration: 5 days.
- Maximum Order duration: 24 days.
- Meal Plans run Monday to Friday (5-Day) or Monday to Saturday (6-Day).
- Test Orders are not available.
8.3 Delivery Schedule
Orders are delivered based on the Customer's delivery area:
Evening Delivery: Dubai (selected areas), Abu Dhabi, Sharjah, Umm Al Quwain, Ajman & Ras Al Khaimah
Sunday, Tuesday, and Thursday evenings — 4:00 PM to 9:30 PM
Selected Dubai areas: Arabian Ranches 1, 2 & 3, Damac Hills 1 & 2, Al Qudra, Layan, Mira, Motor City, Mudon, Remraam, Serena, Studio City, Sustainable City, Townsquare, Dubai Hills, Al Barsha South, Arjan, Discovery Gardens, DIP 1 & 2, Dubai South, Al Ghadeer, Jebel Ali, Al Furjan, The Gardens.
Morning Delivery: All other Dubai areas not included in Evening Delivery
Monday, Wednesday, and Friday mornings — 2:00 AM to 6:00 AM
Delivery Fee: AED 0.00 (as of 1 January 2020)
8.4 Delivery Conditions
- All prices displayed on the Website and Application are inclusive of VAT and denominated in UAE Dirham (AED).
- FITT Meals reserves the right to deliver in accordance with its logistics capabilities and scheduling.
- Delivery timelines may be affected by volume, order sequencing, or traffic conditions.
- FITT Meals is not liable for non-delivery resulting from an incorrect delivery address provided by the Customer. This does not relieve the Customer of the obligation to pay.
- Where the Customer instructs delivery to an unattended location, FITT Meals accepts no liability for the Order from the moment it is left at the specified location, including loss or damage. This is at the Customer's sole risk.
- If an Order cannot be fulfilled (e.g. due to unavailability of ingredients or an out-of-area address), FITT Meals will notify the Customer by phone or email and refund the full amount paid within 10 days.
- Meals should be stored in appropriate conditions upon delivery, in accordance with packaging instructions. Post-delivery storage is the Customer's responsibility.
9. Order Modification and Cancellation
9.1 Permitted Modifications
Customers may request the following changes to an active Order:
- Change of delivery address;
- Modification of meal plan selection;
- Cancellation of the meal plan;
- Pausing of the meal plan (subject to conditions below).
Modification instructions may be submitted via the Application, or by email or telephone to FITT Meals customer service.
9.2 Pause Policy
- Weekly Meal Plans cannot be paused. Customers cannot convert unused days to loyalty points.
- Monthly Meal Plans may be paused once during the plan period only.
9.3 Modification Cut-Off Times
Modification instructions are subject to the same Cut-Off Time schedule as Order placement (refer to the table in Section 8.1). Instructions submitted after the Cut-Off Time will be processed in the following batch.
9.4 Price Adjustments on Modification
A modification may result in a price change. If the modified Order costs more, the Customer must pay the difference via the original payment method. If the cost decreases, FITT Meals will refund the difference promptly via the original payment method, unless both parties agree otherwise.
9.5 Consumer Right of Withdrawal
A Consumer who has entered into a Sales Contract may withdraw from the agreement with five (5) days' written notice. Any amounts due will be refunded on a pro-rata basis for undelivered meals.
The right of withdrawal does not apply to:
- Services already fully performed with the Consumer's prior consent;
- Items that are perishable or have a limited shelf life (e.g. meals already delivered);
- Items in sealed packaging that have been opened after delivery where the seal protects health or hygiene;
- Items that, after delivery, are by nature inseparably combined with other items.
To exercise the right of withdrawal, the Consumer must notify FITT Meals through an official customer service channel (social media, phone, or email) prior to the relevant cut-off. The withdrawal takes effect only upon confirmation by FITT Meals.
10. Prices, Payment, and Refunds
10.1 Pricing
- All prices are inclusive of VAT (5%) and quoted in UAE Dirham (AED).
- Prices are displayed on the Website and Application and are confirmed in the Order summary.
- Multi-day discounts (7+ days) and multi-plan discounts (same address) may apply as displayed on the platform.
10.2 Payment Methods
Customers may pay via the following methods:
- Online payment via the Payment Services Provider (including but not limited to Apple Pay, Google Pay, Visa, Visa Electron, Mastercard, Mastercard Electronic, and Maestro).
10.3 Security Deposit (Cooler Bags)
A refundable security deposit of AED 100 is charged on the Customer's first Order to ensure the return of insulated cooler bags and ice packs.
- The deposit will be refunded within 10 days of plan completion, provided all bags and ice packs have been returned.
- If FITT Meals records an error regarding bag return status, the Customer may escalate via any official FITT Meals communication channel (WhatsApp, email, social media). FITT Meals will investigate and issue the refund upon confirmation.
- The deposit will be forfeited if outstanding bags are not returned within 3 months of the last active meal plan, or if the Customer does not escalate an assumed return error within 3 months of the final plan day.
10.4 Refund Policy
- FITT Meals upholds the Consumer's right to a refund where applicable under UAE law.
- Approved refunds will be processed exclusively to the original payment method used at the time of the transaction.
- Refunds to alternative accounts, cards, or cash are not permitted.
- FITT Meals is not responsible for delays caused by third-party payment gateways or financial institutions.
- Refund processing times depend on the policies of the relevant payment provider but shall be effected within timeframes required by applicable UAE law.
10.5 Documentation
Sales Contracts concluded through any channel will be documented in accordance with applicable UAE regulations, including by issuing a receipt or invoice where required.
11. Complaints
Customers may submit complaints regarding Services or Sales Contracts by:
- Email: info@fittmeals.ae
- Telephone: via the contact details published on the Website.
Complaints should include: full name, email address, a description of the issue, and for Sales Contract complaints, proof of purchase. FITT Meals will endeavour to respond within 1 Business Day of receipt.
FITT Meals is obliged to deliver goods and services without defects. Warranty for defects does not apply to non-Consumer Customers.
12. Intellectual Property
FITT Meals Catering Services LLC holds all intellectual property rights to the Website, Application, and associated content, including but not limited to HTML, CSS, JavaScript, graphics, text, images, audio, and video.
- You may not copy, reproduce, republish, upload, post, transmit, or distribute any content from this platform for public or commercial use without prior written permission from FITT Meals.
- Downloading of platform content is not permitted without express written consent from FITT Meals.
- The transfer of access to the platform does not constitute a grant or transfer of intellectual property rights to any Customer, unless expressly stated in writing.
- All trademarks, logos, and brand identifiers on this platform are the exclusive property of FITT Meals Catering Services LLC. Nothing on this platform shall be construed as granting, by implication, any licence to use these trademarks without prior written permission. All third-party trademarks remain the property of their respective owners.
13. User Obligations and Prohibited Conduct
By using this platform, you agree to use it solely for lawful purposes and in accordance with these Terms. You are prohibited from:
- Transmitting or uploading any unlawful, offensive, pornographic, inciting, vulgar, false, misleading, or defamatory content;
- Uploading or distributing viruses, malware, or any code intended to damage or interfere with the platform;
- Violating the rights of any third party, including intellectual property rights;
- Using the platform for any purpose not related to the FITT Meals service offering.
14. Submissions
Any non-personal remarks, suggestions, ideas, or other information voluntarily communicated to FITT Meals through this platform (collectively, "Submissions") may be used by FITT Meals without restriction or compensation, unless otherwise agreed in writing.
FITT Meals is not required to treat Submissions as confidential. Submissions will not include Personal Data, which is governed separately under the FITT Meals Privacy Policy and applicable UAE PDPL.
15. Disclaimer
This platform and its content are provided on an "as is" basis. To the fullest extent permitted by applicable UAE law:
- FITT Meals makes no warranty, express or implied, regarding the accuracy, completeness, reliability, or fitness for purpose of any content on this platform.
- FITT Meals does not warrant that the platform will be uninterrupted, error-free, or free of viruses or harmful components.
- Materials on this platform may include technical inaccuracies or typographical errors. FITT Meals may update or amend content at any time without notice.
- This platform contains links to external sites and downloadable materials. FITT Meals has no control over and accepts no responsibility for third-party content, links, or downloadable files.
Nothing in this section shall be read to exclude liability that cannot be excluded by law.
16. Limitation of Liability
To the fullest extent permitted under UAE law, FITT Meals shall not be liable for:
- Any direct, indirect, incidental, or consequential loss arising from access to, use of, or reliance upon any content on this platform or any linked external sites;
- Any damages arising from the defective operation of the Website or Application caused by the Customer's own conduct or that of a third party;
- Non-performance or improper performance caused by Force Majeure events;
- Non-performance caused by the Customer's own failure to fulfil their obligations under these Terms.
17. Indemnification
You agree to indemnify and hold harmless FITT Meals Catering Services LLC, its officers, directors, employees, agents, licensors, and authorised representatives (collectively, the "Indemnified Parties") from and against any claims, losses, damages, liabilities, and costs (including legal fees) arising from:
- Any breach by you of these Terms; or
- Your use of this platform or any FITT Meals services.
You agree to cooperate with FITT Meals in the defence of any claim. FITT Meals reserves the right to assume exclusive control and defence of any matter subject to indemnification by you, at its own expense.
18. Cybersecurity and Internet Risks
Use of this platform carries inherent internet-related risks, including exposure to malicious software (viruses, worms, Trojan horses) and potential hacking. Customers are advised to maintain up-to-date anti-virus and firewall software on all devices used to access the platform.
FITT Meals applies modern security technologies to minimise these risks; however, complete protection from all threats cannot be guaranteed.
19. Personal Data
FITT Meals Catering Services LLC is the controller of Personal Data collected through this platform. The collection, storage, and use of Personal Data is governed by the FITT Meals Privacy Policy, available separately on the Website, and in accordance with UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL 2021).
By using this platform, you consent to the processing of your Personal Data as described in the Privacy Policy.
20. Amendments to These Terms
FITT Meals reserves the right to amend these Terms at any time. Amendments may be made in the following circumstances:
- Changes in technical conditions affecting the Website or Application;
- Changes to third-party software or hardware conditions;
- Decisions or rulings by UAE regulatory or judicial authorities;
- Force Majeure events;
- Formal or organisational changes within FITT Meals.
Customers will be notified of amendments via the Website and by email. Amended Terms take effect immediately upon notification, unless otherwise stated. Sales Contracts concluded before the amendment take effect remain governed by the Terms applicable at the time of conclusion.
21. Governing Law and Jurisdiction
These Terms and Conditions are governed by and construed in accordance with the laws of the United Arab Emirates. Any dispute arising in connection with these Terms shall be subject to the exclusive jurisdiction of the competent courts of the UAE.
If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity of the remaining provisions.
22. General
- These Terms constitute the entire agreement between you and FITT Meals in relation to the use of this platform and its services.
- FITT Meals may provide Services and conclude Sales Contracts in the English language.
- Evidence of use of this platform for illegal purposes may be provided to UAE law enforcement authorities.
- FITT Meals is not responsible for the content of external sites linked from this platform.
- Customers are advised to read these Terms in full before using the Website or Application.