Meals On Me - MOM refers to the meal plan provider.
Meal Plan as used in this general Terms & Conditions, refers to the main product and
service purchased by the customer from MOM; it also refers to the copy provided to customers
either by email or online as reference for the meals that they will receive for the duration
of their active plan.
Dashboard refers to the online customer portal that allows him / her to manage his / her
account and is accessible at www.hellomealsonme.com
Pause days are the number of days a customer can put their meal plan on hold (i.e., for
holidays, travel, Ramadan etc.)
Substitute is the act of replacing a meal on your menu selected during placing the order or
weekly menu selection process.
Cut Off is the set time to finalise any request or changes to the meal plan
Paid Wastage refers to cancelled delivery which is still considered as a paid meal and will
no longer be added on the plan.
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Conditions
All customers who have completed their online sign up are deemed to have agreed to these
terms and conditions from their registration until the end of their plan and until renewal.
MOM reserves the right to send promotional notifications including but not limited to
emails, SMS and WhatsApp to all customers unless they have unsubscribed or requested to
unsubscribe
MOM reserves the right to update or amend these Terms & Conditions at any time without prior
notice
MOM reserves the right to refuse customers with any specific diets, allergies and / or any
critical medical conditions
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Online Payment Terms & Conditions
“MEALS ON ME CATERING SERVICES L.L.C" maintains the website www.hellomealsonme.com.
United Arab Emirates is our country of domicile and stipulates that the governing law is
the local law. All disputes arising in connection therewith shall be heard only by a court
of competent jurisdiction in UAE.
Visa or Master Card debit and credit cards in AED will be accepted for payment.
We will not trade with or provide any services to OFAC (Office of Foreign Assets Control)
and sanctioned countries in accordance with the law of UAE.
Any customer using the website who is a minor / under the age of 18 shall not register as a
user of the website and shall not transact on or use the website.
Cardholder must retain a copy of transaction records and Merchant policies and rules.
User is responsible for maintaining the confidentiality of his / her account.
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Discount
Delivery is to be made on selected delivery days, location and timing, starting from the
selected start date for the meal plan by the customer.
Any changes to the customer’s delivery – be it the location or timings – must be made 3
business days in advance; any last-minute changes are subject to confirmation from the
customer support team considering the possibilities of the change.
If you are not available to receive your order and request the delivery to be left outside
the door for collection, MOM cannot be held responsible for any missing items or damages to
the food inside (this includes spoilage).
Multiple transactions may result in multiple postings to the cardholder’s monthly statement
During the commencement of delivery, if you fail to respond to the logistics team within 10
minutes, delivery will be cancelled, meals will be taken back, and no credit point/extension
of the meal plan will be added for the missed meal delivery.
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Food Storage, Consumption, Reheating and
Labels
Upon receiving delivery, all food should be kept refrigerated between 1°C - 4°C. Follow
reheating instructions on label.
All meals are labelled with the following: meal name, cuisine type and last consumption
date.
MOM is not liable for any incident with the food and is not responsible for the food
handling after the food has been delivered to the customer.
Please note that our food offerings are designed for individuals aged 18 years and older.
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Freezes, Substitutes and Other Meal Plan
Changes
All freeze (pause) requests and meal substitutes must be made 3 business days in advance by
contacting customer support team.
All meal plans can be frozen/paused for a maximum of 40 days (unless otherwise specified in
the Terms & Conditions for an availed promotion). Should the freeze exceed the allowable
duration the customer will forfeit the remainder of the plan.
Any freeze requests submitted with less than 3 business days’ notice will not be carried
forward, these days will count towards your total plan days, but no delivery will be made.
MOM is not responsible for any dislikes, allergies or nutritional value changes when items
are changed using the substitute menu by the customer. Customers can refer to symbols and
ingredients provided on the substitute menu.
Other change requests, such as removing additional dislikes, adding preferences, etc., will
be applied to the customer’s plan after 3 business days
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Dislike, Allergies, Preferences and Medical
Conditions
Meal may be prepared according to declared dislikes, allergies and preferences of the
customer only. MOM will not assume any liability for adverse reactions to any food consumed
with a dislike or allergen not stated while placing the order under allergy comment section.
It is advised to disclose all dislikes and allergens before starting the plan.
The MOM central kitchen does not have a dedicated gluten free section. However, the whole
team is well trained to ensure separation of any ingredients containing gluten from the
meals for gluten intolerant and celiac customers to reduce risks.
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Payment Confirmations
Once payment is made, confirmation will be sent to the customer via email within 24 hours of
receipt of payment.
Delivery/Shipping Policy: Delivery is free in most parts of Dubai. However, delivery charges
can apply in some areas of Dubai and delivery to other Emirates. Please contact customer
support team for more information.
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Cancellation and Refund
MOM encourages all customers to fully commit to their plan as scheduled. Any issue that
could hinder results and overall satisfaction must be brought to the Customer Support Team’s
attention for an immediate and appropriate solution.
Should there be a request to cancel plan, it will take effect in 3 business days or as an
online credit to MOM.
Customer can cancel their order 48 hours before delivery; refunds will be made back to the
payment source initially used by the customer. Please allow up to 4 working days for the
refund transfer to be completed once the refund is confirmed by the customer support team.
Cancellation refund is only available under extenuating circumstance and upon approval of
MOM’s Management
A two (2) week processing time with twenty percent (20%) cancellation fee will apply on the
remaining number of days from the time of approval of the refund.
Refunds will only be made through the original mode of payment.
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Privacy
Customer acknowledges that MOM has the right to store personal information, which may be
used to operate, provide products and services, and respond to queries the customer may have
during and after their meal plan subscription.
MOM shares delivery information of the customer with our third-party logistics provider. Our
logistics services provider is obligated to protect customer information and will not use it
for any promotion or marketing purposes
All incoming/outgoing voice calls & messages may be recorded for internal quality and
training purposes
All credit/debit card details and personal information will NOT be stored, sold, shared,
rented or leased to any third parties.
The Website Policies and Terms & Conditions may be changed or updated occasionally to meet
certain requirements and standards. Therefore, customers are encouraged to frequently visit
these sections to be updated about changes on the website. Modifications will be effective
on the day they are posted.
Some of the advertisements you see on the website are selected and delivered by third
parties, such as ad networks, advertising agencies, advertisers, and audience segment
providers. These third parties may collect information about you and your online activities,
either on our website or on other websites, through cookies, web beacons, and other
technologies to understand your interests and deliver advertisements that are tailored to
your interests. Please remember that we do not have access, or control, over the information
these third parties may collect. The information practices of these third parties are not
covered by this privacy policy.
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Extra Perks
MOM carries out numerous promotions and offers that enable customers to get meal plans at
subsidised rates. Please note that all promotions and offers will be given to customers
under a set of terms and conditions which the customers need to fulfil.
MOM reserves the right to suspend and terminate our loyalty program at any time without
notice.
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Disputes and Website Terms
United Arab Emirates is our country of domicile
This website is owned and managed by Meals On Me Catering Services L.L.C
Any dispute or claim arising out of or in connection with this website shall be governed
and construed in accordance with the laws of UAE.
Minors under the age of 18 are prohibited to register as a user of this website and are not
allowed to transact or use the website.
