Terms of Use

1What Zohoor is

1.1Zohoor is an online marketplace. Independent florists, bakers and gift shops licensed in the UAE (each a "Partner Shop") list their own products on the Platform, prepare the orders they accept and deliver them, or arrange their delivery, to the address you give.

1.2When you place an order, the contract of sale for the goods is between you and the Partner Shop named on the order. The Partner Shop is the seller and is responsible for the goods: their description, freshness, quality, safety, conformity with what was ordered, and timely delivery. Zohoor is not the seller of the goods and does not hold stock.

1.3Zohoor provides the Platform, the ordering and payment service, customer support, the review and complaint tools and the buyer protection described in section 9. Zohoor collects your payment on behalf of the Partner Shop (section 6) and passes it on to the shop after deducting its fees.

1.4The invoice for your order is issued in the name of the Partner Shop. Where the Partner Shop is registered for VAT, the invoice is a tax invoice showing the shop's Tax Registration Number; Zohoor is named on it as the marketplace through which the order was placed.

2Who may use the Platform

2.1You must be at least 18 years old to create an account or place an order. By ordering you confirm that you are 18 or older and able to enter into a binding contract under UAE law.

2.2The Platform is intended for orders delivered within the United Arab Emirates. You may order from anywhere in the world for delivery to an address in the UAE.

3Your account

3.1You can create an account with an email address and a password, or sign in with your mobile number. We confirm your email address with a 6-digit code sent by email, and your mobile number with a code sent by WhatsApp. Some features (for example placing an order) are available only once the relevant contact detail is confirmed.

3.2You are responsible for keeping your password and the codes we send you confidential, and for everything done through your account. Tell us at once if you believe someone else has used it. Codes expire quickly and the number of attempts is limited to protect your account.

3.3The details you give must be accurate and kept up to date. You may hold one account for your own use; you may not create accounts for other people, use another person's account or create accounts to abuse promotions or bonus points.

3.4We may suspend or close an account that breaks these Terms, is used fraudulently, or has been inactive for a long period, after giving you notice where the law requires it. You may ask us to close your account at any time (section 15).

4Ordering and delivery

4.1Product pages show what the Partner Shop offers, the emirates it delivers to, its delivery fee and the earliest time it can deliver. Pictures show the style and the main flowers; because flowers are natural products, the Partner Shop may use blooms of the same kind and colour family when a particular stem is unavailable, so that the arrangement stays as close as possible to the picture and description.

4.2At checkout you choose a delivery date and a two-hour delivery slot offered by the Partner Shop (same-day where the shop offers it and its cut-off time has not passed, next-day, or a scheduled date up to 60 days ahead), and you give the recipient's name, phone number and address. You may add a card message and mark the order as a surprise, in which case the shop calls you rather than the recipient if it has a question.

4.3Your order is placed when you complete payment. The Platform then sends it to the Partner Shop, which accepts or declines it. An order is only confirmed once the shop accepts it; we tell you by email and in your orders page when it is accepted, being prepared, out for delivery and delivered. If the shop declines (for example because an item has sold out), the order is cancelled and refunded in full (section 7).

4.4If your bag contains items from more than one Partner Shop, each shop's items form a separate order with its own delivery fee, acceptance and delivery. One payment covers them all.

4.5Delivery slots are a commitment to deliver within that window. Delivery can be affected by weather, traffic, road closures, the recipient being unreachable or an incorrect address; our Delivery Policy explains what happens in each case. Please make sure the recipient's phone number is correct and reachable during the slot.

4.6Orders placed through the Platform are for personal and gift use. Large or recurring orders (events, offices, weddings) are welcome but may be handled with the shop directly through our team.

5Prices and VAT

5.1All prices are in UAE dirhams (AED) and include VAT at the rate in force (currently 5%) where the Partner Shop is VAT-registered. The delivery fee, any promo-code discount and any bonus points used are shown separately before you pay, and the total shown at checkout is the amount charged.

5.2Partner Shops set their own prices and delivery fees. The standard delivery fees by emirate are published in the Delivery Policy; a shop may deliver free, charge a flat fee or set its own fee by area, and some offer free delivery above a basket value.

5.3If a price shown is obviously wrong (for example because of a typing error) and you could reasonably have known this, the Partner Shop may decline the order and we will refund you in full.

6Payment

6.1Payment is taken on Zohoor's own payment pages and in the app through Stripe, a licensed payment service provider. You can pay with a debit or credit card and, where your device supports them, Apple Pay or Google Pay. Your card number is entered into and held by Stripe; Zohoor never sees or stores your full card number.

6.2You may choose to save a card for future orders. Saved cards are kept by Stripe under your Zohoor customer record and can be removed at any time from your account or by asking our support team.

6.3Zohoor collects the payment as the Partner Shop's collection agent: the charge appears on your statement under Zohoor, and Zohoor passes the amount to the Partner Shop after deducting its fees. Depending on our payment settings, your card is either charged when you place the order, or the amount is held and charged only when the Partner Shop accepts the order; the payment page tells you which applies.

6.4Our team may send you a payment link for an order agreed with support (for example a large order). Such links are Stripe-hosted pages for Zohoor's account; we never ask for card details by email, WhatsApp or phone.

7Cancellation and refunds

7.1You can cancel an order yourself from your orders page at any time before the Partner Shop accepts it. The full amount paid is refunded. Once the shop has accepted the order it has started preparing a perishable, made-to-order product, so cancellation is no longer available in the app; contact support and we will ask the shop whether the order can still be stopped.

7.2If the Partner Shop declines your order, or does not deliver it, the full amount paid (including the delivery fee) is refunded. Where the payment was only held on your card, the hold is released instead and nothing is charged.

7.3Flowers, cakes, chocolate-dipped fruit and similar items are perishable and prepared for you personally. Under the UAE Consumer Protection Law and its Executive Regulations, such goods cannot be returned simply because you changed your mind once they have been prepared or delivered. Your rights where goods are defective, not as described or not delivered are unaffected (sections 9 and 12).

7.4Refunds go back to the card or wallet used to pay, through Stripe. Zohoor issues the refund once the order is cancelled, declined or a complaint is upheld; banks usually show it within 5 to 10 business days. Bonus points used on a cancelled or declined order are returned to your balance automatically; promo codes are reinstated where the code is still valid.

7.5The full rules, including partial refunds and replacements, are in our Refund & Cancellation Policy, which forms part of these Terms.

8Promo codes and bonus points

8.1Promo codes are issued by Zohoor and are subject to the conditions shown with them (minimum basket, validity dates, one use per account, specific shops or categories). A code may be withdrawn at any time before it is used. Codes have no cash value and cannot be combined unless stated.

8.2Bonus points are a loyalty benefit from Zohoor: you earn 5% of the item value of delivered orders placed after joining the programme, plus points for completing tasks shown in your account. Points can pay part of a later order up to the limit shown at checkout. Points have no cash value, cannot be transferred or sold, and are forfeited if your account is closed for a breach of these Terms. We may change or end the programme on 30 days' notice; points already earned remain usable during that period.

8.3Discounts from promo codes and bonus points are funded by Zohoor, not by the Partner Shop.

9Buyer protection and complaints

9.1The Partner Shop photographs your order before it leaves the shop, and the photo is shared with you where the shop provides it. If what arrives does not match the product photos and description, is damaged, is substantially late, or is not delivered, contact us within 24 hours of the delivery slot with photos. We will investigate with the Partner Shop and, where the complaint is justified, arrange a replacement or a full or partial refund.

9.2You can reach support from the Messages section of the app, from your orders page, by email at support@zohoor.ae or through the Zohoor assistant. Complaints are acknowledged within one business day.

9.3Nothing in this section limits your statutory rights as a consumer, including the right to complain to the Ministry of Economy or the competent consumer protection department of the emirate concerned.

10Reviews and your content

10.1After an order is delivered you may leave one review of it: an overall rating from 1 to 5, ratings for service, value and accuracy, and a text. Reviews are shown publicly with your first name only. They must reflect your own genuine experience of that order.

10.2You keep ownership of the text, photos, card messages and Zohoor Studio designs you submit ("Your Content"). You grant Zohoor and, for the purposes of fulfilling your order, the Partner Shop a non-exclusive, royalty-free, worldwide licence to store, display, reproduce and adapt Your Content on the Platform and in our communications about the Platform for as long as it is published. Reviews may be shown on shop and product pages and in our marketing with your first name.

10.3We may remove or decline to publish content that breaks our Acceptable Use & Content Policy, the law, or the rights of others, and we may edit reviews only to remove personal data or offensive words, never to change their meaning or rating.

10.4You can report a product or a shop, hide a product or block a shop from the Reports & blocking section of your account. Our team reviews every report within 24 hours and replies to you.

11Prohibited uses

11.2We may refuse or cancel orders, remove content and suspend accounts that breach this section, and we may report unlawful conduct to the authorities.

12Liability

12.1Nothing in these Terms excludes or limits any right you have under Federal Decree-Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services, or any other law that cannot be excluded by agreement, including your rights where goods are defective, not as described or not delivered, and our liability for death, personal injury, fraud or gross negligence.

12.2Subject to clause 12.1: the Partner Shop, as the seller, is responsible to you for the goods and their delivery. Zohoor is responsible for operating the Platform with reasonable care and skill, for processing your payment and refunds correctly, and for the buyer protection in section 9.

12.3Subject to clause 12.1, Zohoor's total liability to you for any order is limited to the amount you paid for that order, and Zohoor is not liable for indirect losses or losses that neither of us could reasonably have foreseen when the order was placed, such as the emotional value of a missed occasion beyond the price paid.

12.4The Platform is provided as it stands. We work to keep it available and secure but do not promise uninterrupted operation; maintenance, outages or events outside our control may affect it. We are not responsible for the content of third-party sites we link to.

13Intellectual property

13.1The Zohoor name and logo, the Platform's design, software, text, icons, illustrations and the Zohoor Studio catalogue belong to I T D Innovation Information Technology L.L.C or its licensors and are protected by UAE and international intellectual property law. Product photos and shop names belong to the Partner Shops that supplied them.

13.2You may use the Platform for its intended purpose and may share links to pages on it. You may not copy, modify, distribute, sell or exploit any part of the Platform or its content without our written permission, except as the law allows.

13.3If you believe content on the Platform infringes your rights, write to info@zohoor.ae with the page address, proof of your rights and your contact details.

14Zohoor assistant and Zohoor Studio

14.1The Zohoor assistant is an AI chat that helps you find gifts, check delivery and orders and reach support. Its answers are generated automatically from the Platform's data and may contain mistakes; product details, prices and delivery times shown on the order pages prevail. Anything that changes your account or an order is only done after you press Confirm. How your messages are processed is explained in the Privacy Notice.

14.2Zohoor Studio ("Design your own") lets you design an arrangement and ask Partner Shops for quotes. The Zohoor Studio Terms, which form part of these Terms, explain how requests, quotes, pictures and AI suggestions work.

15Closing your account

15.1You may stop using the Platform at any time and ask us to close your account by writing to support@zohoor.ae from the email address on the account. We close it within 30 days. Where you have placed orders we keep the records of those orders, invoices and payments for as long as UAE tax and commercial law requires (see the Privacy Notice), but the account can no longer be used.

16Changes to these Terms

16.1We may update these Terms to reflect changes in the law, in the Platform or in how we work. The date at the top shows the version in force. For material changes we give at least 14 days' notice by email or a notice on the Platform before they take effect; the Terms in force when you place an order apply to that order. If you continue to use the Platform after a change takes effect, you accept the updated Terms.

17Governing law and disputes

17.1These Terms and every order placed through the Platform are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai as applicable.

17.2If you have a problem, please contact us first; most matters are resolved by our support team within a few days. You may also raise a complaint with the Ministry of Economy or the competent consumer protection authority. Any dispute that cannot be resolved amicably is subject to the exclusive jurisdiction of the courts of Dubai, without prejudice to any right you have under UAE consumer protection law to bring a claim before another competent authority.

17.3If any clause of these Terms is found invalid, the rest remains in force. Our failure to enforce a clause is not a waiver of it. You may not transfer your rights under these Terms; we may transfer ours to a successor of the business on notice to you.

18Contact

18.1I T D Innovation Information Technology L.L.C, Garhoud Views Building, 7th Floor, Office 711-01, Dubai, United Arab Emirates. Email: info@zohoor.ae (general), support@zohoor.ae (orders and complaints). Our legal details, including the trade licence number, are in the Legal Notice.