Terms & conditions for sale of goods

Effective date : 6th July, 2022


  1. This website is owned and operated by Hello Chef, trading as "Hello Chef". Our company information is at the end of this document.
  2. Please read these terms and conditions carefully. They apply when you buy any goods via this site. (There are separate terms which apply to your use of our site.) Please print or save these terms for future use as we will not keep a file copy specifically for the transaction with you and we cannot guarantee that they will remain accessible on our website in future. These terms and conditions are available in the English language only.
  3. Where we refer to “Consumer” below we mean an individual acting for purposes which are wholly or mainly outside that person's trade, business, craft or profession.
  4. We are legally required to remind Consumers that we are under a legal duty to supply goods that are in conformity with the contract. Furthermore, nothing below affects Consumers' legal rights in relation to goods that are not in conformity with the contract, whether because they are faulty, not as described or otherwise.
  5. We may change these terms and conditions at any time by posting a new version on our site and/or by emailing them to you. Please check them carefully as they will apply to any recurring deliveries or new orders occurring after the effective date shown.

Right to cancel

  1. You as the consumer have the right to cancel this contract subject to the provisions set out below. This right is not affected by any separate returns policy on our website.
  2. There is no right to cancel contracts for the supply of goods liable to deteriorate or expire rapidly. This applies to most of the goods we supply.
  3. If you do have the right to cancel, the following instructions apply:
    1. You have the right to cancel this contract within 14 days without giving any reason.
    2. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods (or the first delivery of goods in the case of recurring orders).
    3. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear action or statement. This includes choosing to cancel your account via the 'My Account' tab in your Hello Chef account, contacting our customer loyalty team via our [email protected] and requesting for your account to be cancelled, or calling us on 04 383 93 99 to ask for an account cancellation.
    4. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Minor variations in goods

  1. We will take reasonable care to ensure that representations and descriptions of goods appearing on our website are correct. We have made reasonable efforts to display as accurately as possible the appearance of our goods.
  2. The labelling or packaging of the goods you receive may differ from the images of these which you see on our site.

Your order

  1. Your order is an offer to buy from us on a recurring delivery basis.
  2. You place your order by using the ordering process on our website or our digital services including but not limited to our apps (the term “website” shall hereafter refer to the website and our other digital services). This involves making the selection on our site and transmitting the order to us by clicking on the “Pay Now” button. This process permits you to check and amend any errors before making an order by using the change function and/or the internet browser back button. You can also change your order any time up to the relevant cut-off date / time (see further below).
  3. You must ensure that your order and any other information you supply to us is correct and you must promptly update us if there are any changes.
  4. We will send you a confirmation email after your order and this constitutes our acceptance and is the point at which a binding legal contract is formed.
  5. We are not obliged to supply any goods which are unavailable (notwithstanding that we have accepted your offer). If any goods are unavailable, we will notify you of the unavailability as soon as possible and will arrange a credit if you have been charged.
  6. You acknowledge that, for recurring orders, we will select the relevant recipes for you if you do not make your own selection by the cut-off date/time specified on our site.
  7. The default method of communication for all correspondence from us will be over email, using the email provided on your account. In certain circumstances we may need to contact you over the phone instead.

Payment and price

  1. We offer our goods at different prices depending on a number of factors, including but not limited to the number of servings per recipe and the number of recipes selected. The price for the goods is as stated on our site at the time you order. VAT is included unless we say otherwise.
  2. The following only applies if we charge for delivery: Delivery costs are charged extra at the rate shown on our site at the time you place your order. These will depend on the delivery method chosen.
  3. Payment is required in advance as explained: You authorise us and our third party payment providers to take payment and/or to charge your payment card for the relevant amounts and at the relevant times. We take your payment security seriously. To ensure the highest level of security, we have partnered with Checkout.com, a PCI DSS Level 1 payment service provider. Your card information is stored securely on Checkout.com's servers; we do not save any card information on Hello Chef's systems. Despatch of the goods is subject to our being able to charge your payment card. It is your responsibility to update your payment card details as necessary. A nominal charge (usually no more than AED 1) may be incurred if you change your payment card details, which will later be credited to your future orders.
  4. We will take your first payment when we accept your first order. Future payments for the same subscription will be taken after the relevant cut-off date/time specified on our site (which may change from time to time), depending on the delivery date(s) you select.
  5. Recurring deliveries can be cancelled or changed at any time via the site before the relevant cut-off for a particular delivery (subject to any applicable legal right to cancel set out in the section 2 above).
  6. The cut-off for any delivery occurs at 12 noon, four days before your delivery day.
  7. You may also cancel your delivery after the cut-off period. However, whether you will receive a refund of the amount paid into your source account for the cancellation is subject to the new refund policy effective from 1st December 2023.
    1. For your 1st, 2nd, or 3rd cancellation within a 90 days period, you're eligible for a full refund.
    2. For your 4th or subsequent cancellations within a 90 days period, you won’t be eligible for a refund.
    3. Note: For any new cancellation after 1st December 2023, the count of post cut-off cancellations from deliveries prior to 1st December 2023 will also be considered.
  8. If you revise the contents of your first box before the delivery cut-off so that the cost is less than it was originally, the difference will be credited to your account. Alternatively, the difference can be refunded to you by requesting this from our customer loyalty team via [email protected]. Changes made to subsequent boxes before cut-off will be reflected in the amount taken as payment.
  9. We may change our prices by giving you notice by email at least 14 days before any price change takes effect. If you do not accept the new price, you should cancel your subscription as explained below as payments taken after the notice period will be at the new price.
  10. We may from time to time offer some recipes which attract an additional surcharge. This surcharge is clearly shown on the website and will be added to the cost of your standard subscription should you choose these recipes.
  11. You must contact us immediately with full details if you dispute any payment.

Discount codes and credits

  1. We may offer discount codes from time to time. Such codes may only be applied to purchases made through the account in respect of which the discount code was offered and registered and are not transferable or redeemable for cash. Unless otherwise stated: codes (1) are only available for future new orders placed online, (2) cannot be used retrospectively, (3) can only be redeemed once per customer, (4) cannot be redeemed against products sold in the Market and (5) cannot be redeemed against the additional clearly marked surcharges associated with certain recipes that may feature on the menu from time to time. Also you cannot use more than one discount code per transaction unless we state otherwise; if we do so, the order in which the codes are to be applied is in our sole discretion.
  2. Discount codes are subject to any additional specific terms and conditions which are specified at the point of issue. We reserve the right to discontinue or otherwise modify any discount codes at any time without prior notice.
  3. We may allocate credit to your account in certain circumstances, such as when you sign up, refer a friend or as a marketing incentive. Credits cannot be exchanged for cash and are non-transferable. Credits may expire after a specified time period which will be communicated via the website. In such circumstances, the validity period starts from the time the credit is allocated to your account. Any unused credit on your account may automatically expire if your account is closed. Credit can be used against the cost of standard recipes, the additional surcharges associated with certain recipes, special delivery surcharges and Market items, and is redeemed automatically upon checkout.
  4. Refer-a-friend credits only apply if the referred user is a third party who has been genuinely referred by you on an arm's length basis and if the delivery address is to a different address to that of the referrer.
  5. You must not post, comment or otherwise share any refer-a-friend credits and/or referral links or code on any social media channel unless it is shared by you on your own social media page or profile. Posting, commenting or otherwise sharing your refer-a-friend credit(s) and/or referral link(s) or code(s) on Hello Chef's social media profiles and/or posts may result in you being banned from the social media profile and may result in your referral link being disabled from use. Posting, commenting or otherwise sharing your refer-a-friend credit(s) and/or referral link(s) or code(s) on any other social media users' profiles and/or posts may result in your referral link being disabled from use.
  6. New user credits apply only to the first account opened by you. It must not be used in connection with multiple accounts created or controlled by the same person.
  7. We reserve the right to reject any discount code or credit and/or reclaim the amount of any discount or credit if we consider that it is being used in breach of these terms or is otherwise being abused.


  1. Delivery will be complete when we deliver to the address which you specify when ordering.
  2. Unless otherwise stated, delivery dates given on our website are estimates only. If you are a Consumer, we have no liability for any losses arising from delay in delivery to the extent that this is due to circumstances beyond our reasonable control and where we could not have taken reasonable steps to deal with the delay. If you are not a Consumer, we have no liability for any losses arising from delay in delivery.
  3. If you receive notification of an unsuccessful attempted delivery, it is your responsibility to use the details provided to contact us to arrange re-delivery. If nobody is available to receive the goods, we will use reasonable efforts to follow any special delivery instructions you have provided.

Risk and ownership

  1. Risk of damage or loss to the goods passes to you on delivery to you or to somebody identified by you to take possession of the goods.


  1. We may cancel this agreement immediately by email notice at any time if any amount due to us is unpaid, or unjustifiably charged back, or if your account is inactive for a period of time.
  2. You may cancel this agreement at any time within your account on our website.
  3. In the event of termination of this agreement, we are entitled to delete your account including any unused credit. We will deliver any outstanding orders and take payment accordingly if the agreement was terminated after a relevant cut-off date.


  1. Nothing in this agreement in any way limits or excludes our liability for negligence causing death or personal injury or for fraud or fraudulent misrepresentation or for anything which may not legally be excluded or limited. In this section, any reference to us includes our employees and agents.
  2. You must give us a reasonable opportunity to remedy any matter for which we are liable before you incur any costs remedying the matter yourself.
  3. The following clauses apply only if you are a Consumer:
    1. We are not responsible for any loss or damage caused by us or our employees or agents in circumstances where:
      1. there is no breach of a legal duty of care owed to you by us or by any of our employees or agents;
      2. such loss or damage was not foreseeable (meaning it was not an obvious consequence of our breach or not contemplated by you and us at the time we entered into this contract);
      3. such loss or damage is caused by you, for example by not complying with this agreement; or
      4. such loss or damage relates to a business (as we do not intend for goods bought by Consumers to be used for business).
    2. You will be responsible to us for any reasonably foreseeable loss or damage we suffer arising from your breach of this agreement (subject of course to our obligation to mitigate any losses).
  4. The following clauses apply only if you are not a Consumer:
    1. Our liability of any kind (including our own negligence) is limited to the price paid for the goods.
    2. In no event (including our own negligence) will we be liable for any:
      1. economic losses (including, without limit, loss of revenues, profits, contracts, business or anticipated savings);
      2. loss of goodwill or reputation;
      3. special, indirect or consequential losses; or
      4. damage to or loss of data
      5. (even if we have been advised of the possibility of such losses).
    3. You will indemnify us against all claims and liabilities directly or indirectly related to your breach of this agreement.
    4. To the extent allowed by law, you and we exclude all terms, whether imposed by statute or by law or otherwise, that are not expressly stated in this agreement.
    5. This agreement constitutes the entire agreement between us with respect to its subject matter and supersedes any previous communications or agreements between us. We both acknowledge that there have been no misrepresentations and that neither of us has relied on any pre-contractual statements. Liability for misrepresentation (excluding fraudulent misrepresentation) relating to the terms of this agreement is excluded.

Events outside our control

  1. We are not liable for failure to perform or delay in performing any obligation under this agreement if the failure or delay is caused by any circumstances beyond our reasonable control including third party telecommunication failures.


  1. You acknowledge and agree that we may process your personal data in accordance with the terms of our privacy policy which is subject to change from time to time.

UAE law

  1. These terms and conditions shall be governed by the laws of the United Arab Emirates and any disputes will be decided only by the courts of the United Arab Emirates.


  1. We may send all notices under this agreement by email to the most recent email address you have supplied to us (unless otherwise stated in this agreement). Headings used in this agreement are for information and not binding. Any failure by either party to exercise or enforce any right or provision of this agreement does not mean this is a “waiver” (i.e. that it cannot be enforced later). If any part of this agreement is ineffective or unenforceable for any reason, then it will be replaced with a provision which as far as possible achieves the same thing and the rest of the agreement shall continue to apply. We may transfer this agreement to a third party but this will not affect your rights or obligations. A person who is not a party to this agreement shall have no rights to enforce this agreement except insofar as expressly stated otherwise.
  2. By placing an order, you are confirming that you are 18 years of age or older.


  1. If you have any complaints, please contact our customer loyalty team via [email protected] or via 04 383 93 99.

Company information

  1. Company name: Hello Chef
  2. Country of incorporation: Dubai, United Arab Emirates
  3. Registered office and trading address: Hello Chef, ground floor, Bayan Building, Dubai Investments Park, Dubai, The United Arab Emirates.
  4. Other contact information: See our website.

Model Cancellation Form

Complete and return this form only if you wish to cancel the contract:

  • To Hello Chef, Bayan Building, Dubai Investments Park, Dubai, The United Arab Emirates PO Box 474448, Dubai, UAE. Telephone: 04 383 93 99 or please contact us via [email protected]
  • I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods[*]/for the provision of the following service [*],
  • Ordered on[*]/received on [*],
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) [only if this form is notified on paper],
  • Date

[*] Delete as appropriate

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