Partner Terms

1Eligibility

1.1You must be a business licensed in the United Arab Emirates to sell the products you list (flowers, cakes, confectionery, plants, gifts or similar), holding a valid trade licence from a UAE licensing authority, and any further permit your activity needs (for example a food permit for cakes and chocolate-dipped fruit).

1.2The person who registers the shop confirms that they are authorised to bind the business, is at least 18 years old, and will keep the partner account's sign-in details confidential. You are responsible for everyone who uses your partner account.

2Verification and documents

2.2Once you send your details for review they are locked while the Zohoor team checks them. The team may approve them, ask for a change to a specific item, or reject a document with a reason; you then answer each request in the dashboard. The shop goes live once its details and required documents are approved and its first products are approved.

2.3You must keep every document valid. The dashboard reminds you 30 days and 7 days before a document expires. If a document expires without a renewed one being uploaded, the shop is taken offline automatically on the day after expiry and stays offline until the Zohoor team checks the renewal; the team may grant a short grace period while a renewal is under review.

2.4You confirm that every document and detail you provide is genuine and current, and you will tell us within 7 days of any change to the licence, ownership, legal name, VAT registration or bank account. Documents are used only to verify the business, to issue invoices and payouts and to meet our legal obligations, as described in the Privacy Notice.

3Listings and approval

3.1Each product you list, and each later edit to its name, description, photos, price or category, is reviewed by the Zohoor team before customers see it. Only approved products of a live shop are shown. We may decline or remove a listing that is inaccurate, unlawful, outside your licensed activity, duplicates another listing, or does not meet the Acceptable Use & Content Policy.

3.2Listings must describe the product accurately: the flowers and quantities, size, what is included (vase, box, card, extras), allergens for food items, and any seasonal substitution. Photos must be of the product you will actually deliver, taken by you or licensed to you; stock photos or another shop's photos are not allowed.

3.3You set your opening hours, preparation time, whether you offer same-day (with a cut-off time), next-day and scheduled delivery, the emirates and areas you deliver to, your delivery fees and your delivery slots. Keep them accurate: the Platform shows customers only what your settings say you can deliver, and you must honour them. You can pause the shop at any time; a paused shop receives no new orders.

3.4Promotions you design for the home page (banners) are reviewed before they show and must link only to your shop or to your own products on offer. Zohoor decides the placement and may take a promotion down at any time.

4Pricing and VAT

4.1You set your prices in AED. Prices shown to customers are final prices including VAT where applicable; the Platform does not add tax on top. You must not list a product on Zohoor at a higher price than you offer the same product for through your own channels at the same time.

4.2You are responsible for your own VAT compliance under Federal Decree-Law No. 8 of 2017 on Value Added Tax, as amended. If your taxable supplies exceed the mandatory registration threshold you must be registered with the Federal Tax Authority and enter your Tax Registration Number (TRN) in the dashboard. The invoice the Platform issues to the customer for each order is issued in your name as the seller and, once your TRN is on file, as a tax invoice showing your TRN. You are responsible for accounting for the VAT in your sales.

4.3Zohoor's commission is a taxable service supplied by Zohoor to you. Zohoor issues you a monthly tax invoice for the commission on orders delivered in that month plus VAT at 5%, available in your dashboard under Finance.

5Commission and payouts

5.1Zohoor charges a commission on the item value of each delivered order at the percentage shown in your dashboard and agreed when your shop was approved. There is no set-up or listing fee. Zohoor may change the commission rate with 30 days' written notice; the new rate applies to orders placed after it takes effect.

5.2Zohoor collects the customer's payment on your behalf as your collection agent, through Zohoor's account with its payment provider (Stripe). Receipt of the payment by Zohoor discharges the customer's debt to you for that order. You authorise Zohoor to deduct its commission and the VAT on it, and to make refunds to customers under the Refund & Cancellation Policy, before paying the balance to you.

5.3For each delivered and paid order you receive the item total plus the delivery fee, less Zohoor's commission and the 5% VAT on that commission. Discounts from Zohoor promo codes and bonus points are funded by Zohoor and do not reduce what you receive.

5.4Payouts are made weekly by bank transfer to the verified bank account in your business's name: each Monday, for orders delivered up to the Sunday before, once the Zohoor team has issued the payout. Each payout statement in your dashboard lists the orders it covers; the Finance section also provides a transaction ledger and reports you can export. Bank transfer charges of the receiving bank are yours.

5.5No payout is made until your company and bank details are verified. Orders that are declined, cancelled or refunded in full are not paid out; where a refund or a replacement is granted to a customer after an order was paid out because of a shortcoming on your side, the amount is deducted from your next payout or invoiced to you. You must raise any query about a payout within 60 days of its date.

6Order acceptance and handling

6.1New orders reach your dashboard and partner app once paid. You must accept or decline each new order promptly, and in any case before the preparation time needed for its delivery slot, so that the customer is not left waiting. An order you have not accepted can still be cancelled by the customer. Repeated unanswered or late-accepted orders may lead to the shop being paused.

6.2Decline an order only for a genuine reason (an item sold out, the address outside your area, a slot you cannot meet) and give that reason; it is shown to the customer. Declined orders are refunded to the customer in full by Zohoor at no cost to you.

6.3Once accepted, keep the order's status up to date (preparing, out for delivery, delivered), take a photo of the finished order before it leaves the shop, and call the customer (or the recipient, unless the order is marked as a surprise) only when a question about the order makes it necessary.

6.4The product must be as described and pictured in the listing. Where a specific flower is unavailable you may substitute blooms of the same kind and colour family of equal or higher value so the arrangement stays as close as possible to the listing; tell the customer of any significant substitution before delivery.

6.5You must not contact customers to move orders, future orders or payments off the Platform, add your own marketing material to deliveries that invites customers to order outside Zohoor, or use customer data for anything other than fulfilling the order (section 10).

7Delivery obligations

7.1You deliver the order, with your own staff or a courier you engage, within the slot the customer chose and to the address given, in packaging that protects it. You remain responsible to the customer for the courier's performance. Deliveries must comply with UAE road, food-safety and cold-chain requirements that apply to the product.

7.2If the recipient cannot be reached or the address is wrong, follow the steps in the Delivery Policy (call the recipient, then the customer; wait a reasonable time; agree a redelivery). Mark an order delivered only when it has been handed over or left as agreed with the customer.

7.3If you cannot meet a slot you accepted, tell the customer and Zohoor support at once. Late deliveries that cause the customer loss may entitle the customer to a partial refund, which is charged to you where the delay was within your control.

8Quality and consumer complaints

8.1You are the seller of the goods and are responsible to the customer under Federal Decree-Law No. 15 of 2020 on Consumer Protection and its Executive Regulations for their quality, safety, conformity and delivery. Zohoor promises customers the buyer protection described in the Terms of Use (a refund or replacement where an order is not as described, damaged, substantially late or undelivered), and you agree to honour it for your orders.

8.2Zohoor support handles customer complaints and will ask you for your account of what happened, including the photo taken before dispatch. You must answer within one business day. Zohoor decides the outcome in good faith on the evidence; a replacement is arranged by you, and a refund is issued by Zohoor and charged to you where the shortcoming was on your side.

8.3Customers may review each delivered order. Reviews are the customer's own view; Zohoor removes only reviews that breach the Acceptable Use & Content Policy. You may not offer incentives for reviews or review your own shop. Shops with consistently low ratings or repeated upheld complaints may be paused while the issues are resolved.

9Zohoor Studio quotes

9.1Where Zohoor Studio is switched on, customers' design requests for the emirates you deliver to appear in your dashboard. You may quote a price for the arrangement, a delivery fee, a delivery day and time, and how many days the quote holds. A quote is an offer; if the customer accepts it and pays, a normal order is created for your shop at exactly the quoted amount and time, and this Agreement applies to it. You may withdraw a quote while it is still just sent.

9.2The design pictures and component lists in a request are the customer's content, shared with you only to quote and to make the arrangement. You may not reuse them for other customers or in your marketing without the customer's permission.

10Customer data and data protection

10.1To fulfil an order Zohoor gives you the recipient's name, phone number and delivery address, the delivery date and slot, the card message, the customer's name and, where needed for the order, their phone number. You receive this data as an independent controller under Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (the "PDPL") for the purpose of preparing and delivering the order and handling complaints about it.

10.3Zohoor processes your business and personal data (the owner's documents, bank details, shop location) as described in the Privacy Notice. Your shop's map pin is used to show customers which shops are near them and is not shown as an exact address unless you choose to publish it.

11Conduct and content

11.1You may list only products you are licensed to sell. Alcohol, tobacco and vaping products, medicines, weapons, counterfeit or trademark-infringing goods, live animals, and anything unlawful in the UAE may not be listed. Food items must come from a licensed kitchen and show allergens. Full rules are in the Acceptable Use & Content Policy.

11.2You grant Zohoor a non-exclusive, royalty-free licence to show your shop name, logo, product photos and descriptions on the Platform, in its apps, in search engines and in Zohoor's marketing of the Platform (including social media and email), for as long as your shop is on the Platform and for a reasonable period afterwards for historical orders and reviews. You confirm you hold the rights to this content.

11.3Messages between you and the Zohoor team are kept in the dashboard. Be courteous to customers, recipients and our team; abuse, threats or discrimination lead to suspension.

12Suspension, expiry and termination

12.1Zohoor may take your shop offline (so that it receives no new orders) immediately where a required document has expired, where we reasonably suspect fraud, unsafe products or a serious breach of this Agreement, where a regulator requires it, or where customers' complaints or ratings show a persistent problem. We tell you the reason and what is needed to come back online. Accepted orders must still be fulfilled unless we tell you otherwise.

12.2Either party may end this Agreement at any time with 14 days' written notice (by email, or by Zohoor through the dashboard). Zohoor may end it immediately for a serious or repeated breach, loss of your licence, insolvency, or conduct that harms customers or the Platform's reputation.

12.3On termination your listings are removed, orders already accepted are completed or refunded, and outstanding amounts are settled in the next payout cycles, less any refunds or deductions due. Sections 4, 5, 8, 10, 11, 13 and 14 survive termination. Zohoor keeps order, invoice and payout records as the law requires.

13Liability and indemnity

13.1Zohoor provides the Platform with reasonable care and skill but does not guarantee any volume of orders, uninterrupted availability or search ranking. Except for fraud, gross negligence, death or personal injury, or amounts Zohoor collected on your behalf, Zohoor's total liability to you in any 12-month period is limited to the commission Zohoor earned from your shop in that period, and neither party is liable to the other for loss of profit or indirect loss.

13.2You indemnify Zohoor against claims, fines and costs arising from the products you sell, your deliveries, your breach of this Agreement or of the law (including consumer protection, food safety, VAT and data protection), and content you supply.

13.3You and Zohoor are independent businesses. Nothing in this Agreement creates a partnership, joint venture, employment or franchise, and you may not make statements on Zohoor's behalf.

14Changes, governing law and disputes

14.1Zohoor may amend this Agreement with 30 days' notice by email and in the dashboard (shorter where a change in law requires). If you do not accept a change you may end the Agreement before it takes effect; continuing to accept orders after that date is acceptance.

14.2This Agreement is governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai. The parties will try to resolve any dispute amicably within 30 days of written notice; failing that, the courts of Dubai have exclusive jurisdiction.

14.3Notices to Zohoor go to partners@zohoor.ae; notices to you go to the partner account's email address. Questions about this Agreement: partners@zohoor.ae.