1. About Tawla and these terms

These terms govern your use of the QR digital menu, ordering and payment services provided by Tawla Portal L.L.C, Dubai, UAE(“Tawla”, “we” or “us”).

By submitting an order or payment after being presented with these terms, you agree to them. You must have the legal capacity to enter into the transaction and meet any applicable age restrictions.

Tawla provides the technology platform. Your purchase of food, beverages and other venue products is directly from the restaurant, cafe or other participating merchant (“venue”). Tawla does not own or operate the venue.

2. Venue responsibilities and menu information

The venue is responsible for its menu, prices, taxes, availability, descriptions, images, food preparation, quality, safety, service and fulfilment. Images are illustrative, and availability may change.

Allergen, ingredient and dietary information is supplied by the venue and is not independently verified by Tawla. If you have an allergy or dietary requirement, confirm suitability directly with venue staff before ordering. Adding a note to an order does not confirm that the venue can accommodate it.

3. Placing and receiving orders

Before submitting, check the venue, branch, table or collection location, items, quantities, special requests and contact details. Provide accurate information and use only payment methods you are authorised to use.

An order acknowledgement or payment confirmation does not, by itself, confirm that the venue has accepted your order. Acceptance is confirmed by the venue through the Service or directly by its staff. Orders remain subject to availability.

Preparation and collection times are estimates. Special requests are subject to the venue’s confirmation. For collection or car orders, follow the venue’s instructions and provide accurate collection or vehicle details where requested.

If your order status is unclear, contact the venue before placing another order.

4. Prices, fees and payments

The venue sets its prices. The applicable total, including taxes and any platform or other charges, must be displayed before you confirm payment.

Where applicable, Tawla charges a platform service fee for online payments, not exceeding 5% of the order value. The applicable fee is shown before payment. No Tawla online-payment service fee applies where you select payment directly at the venue.

Online payments are processed through third-party payment providers. Tawla does not store your full card details. Any additional payment-method charge must be lawful and disclosed before payment.

Split payments and tips are available where supported. A split payment settles only the amount successfully paid; any remaining balance remains payable to the venue. Tips are optional and are passed to the venue for handling and distribution.

If payment appears unsuccessful or remains pending, check the transaction status before trying again. Report suspected duplicate or incorrect charges to Tawla with your order reference.

5. Changes, cancellations and refunds

Contact the venue promptly to request a change or cancellation. Requests may not be possible once preparation has started and are subject to the venue’s disclosed policies and applicable consumer rights.

The venue is responsible for resolving complaints about its products, preparation, service and fulfilment. Tawla may assist with communication and payment processing.

If the venue rejects or cancels an order in full without supplying it, amounts collected for that order, including the related platform fee and tip, will be refunded or the payment authorisation released. Confirmed duplicate charges will also be corrected.

For partial refunds, the amount and treatment of related fees and tips will be explained when the refund is confirmed, subject to applicable law. Online refunds are normally returned to the original payment method. Processing time depends on the payment provider and issuing bank. Payments made directly to the venue must be refunded by the venue.

Nothing in these terms restricts your statutory refund rights or your right to raise a legitimate payment dispute.

6. Service availability and acceptable use

We take reasonable care in operating the Service but cannot guarantee uninterrupted or error-free access. Maintenance, internet connectivity, venue systems and third-party services may affect availability, order transmission or payment processing.

If a technical issue occurs, verify your order and payment status with the venue or Tawla before ordering or paying again.

You must not submit fraudulent orders, misuse payment methods, interfere with the Service, access it without authorisation or copy or exploit its software and content without permission. Tawla may restrict access where reasonably necessary to prevent misuse, protect security or comply with law. This does not remove any entitlement relating to an existing paid order.

7. Personal data and communications

Tawla processes personal data to operate the Service, facilitate orders and payments, provide support, prevent misuse and meet legal obligations, as explained in the Privacy Policy available through the Service.

Relevant order and contact details are shared with the venue and service providers as necessary for these purposes. The venue is responsible for its own handling of personal data.

Order confirmations, payment updates and collection notifications are service communications. Marketing by Tawla or a venue requires a separate, optional consent where required by law. Refusing or withdrawing marketing consent does not prevent you from ordering.

8. Responsibility and liability

Each party remains responsible for its own acts and obligations. Tawla is not responsible for matters controlled by the venue, including food preparation, product safety, menu accuracy and fulfilment, except to the extent that applicable law places responsibility on Tawla.

To the extent permitted by law, Tawla is not liable for indirect or consequential losses. Subject to the exceptions below, Tawla’s total liability arising from an order is limited to the total amount you paid through the Service for that order.

These limitations do not exclude or restrict liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by negligence, or any liability or consumer right that cannot lawfully be excluded or limited.

9. Ownership and changes

Tawla and its licensors own the platform, software and related intellectual property. Venue content belongs to the venue or its licensors. You receive permission to use the Service for its intended purpose only.

We may update these terms. The version presented when you submit an order applies to that order; subsequent changes do not retrospectively alter it. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

10. Governing law and contact

These terms are governed by UAE law as applicable in Dubai. Please contact us first so we can attempt to resolve any concern. Unresolved disputes fall within the jurisdiction of the competent Dubai courts, without limiting mandatory consumer rights or access to competent authorities.

For platform, payment or privacy enquiries, contact userpolicy@tawla.io. For food, service or order changes, contact the venue directly. Include your order reference where available.