Terms & Conditions

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Terms and conditions of the monthly subscription

 

The amount paid for monthly subscriptions is non-refundable.

When signing or agreeing to the contract, the subscriber must inform us if he suffers from any sensitivity to avoid any side effects.

The full amount must be paid upon signing or approving the new contract or renewing the subscription, before the start of the meal delivery.

(If you want to freeze the subscription, you must inform the account manager two working days (48 hours in advance).

(If a change in the food program plan for our optional meals program subscribers is required, the account manager must be informed in advance of two working days (48 hours).

(If you want to change the type of monthly subscription for fixed meals to our optional meals program or vice versa, you must inform the account manager two working days in advance (48 hours).

(If you want to change the receiving address, you must inform the account manager 24 working days in advance.

(In the event that the joint customer wants to change the diet plan of our optional meals program, freeze the account, or change the receiving address, the account manager must be notified during working hours (9:00 AM to 4:00 PM).

In the event that the customer informs his account manager of a change in the food program plan or of freezing his account or the monthly subscription program after 4 pm, the change will take place after 3 days.

It is possible to stop the subscription during the month in no more than twice, the maximum period of time to stop the subscription is (14 days).

The order freezing period is 14 days. In case the customer exceeds the mentioned period, ZEROFAT will start to deduct the remaining days after 14 days.

All special meals will be delivered according to the timing range chosen by the customer.

The monthly subscription period for fixed meals is 20 days (5 days / week, from Sunday to Thursday) or 24 days (6 days / week, from Saturday to Thursday) except for Friday.

The duration of our optional meal program is 6 days, 12 days or 24 days.

Our meal plan program is fixed in ingredients and contents and can be changed by subscribing to the optional meals program only .

When freezing more than twice a month, 100 dirhams will be charged for each freezing.

In the event of a sudden change of the receiving address more than once, a fee of 50 dirhams will be paid.

(All meals that are delivered are valid for one day, provided they are kept refrigerated in the refrigerator (from 1 ° C to 5 ° C).

The administration is not responsible for the validity of food after delivery or leaving meals outside the home.

The administration has the right to change or amend the terms and conditions mentioned above, and all subscribers will be notified of any new item in the list.

The subscriber must provide the WhatsApp number and a phone number available during the subscription period to ensure the provision of the best services, and text messages or WhatsApp will be sent to inform the subscribers of any changes in meals or the dates of receiving meals.

In the event that we are informed by the client at different addresses from the beginning, additional fees will not be paid.

In the event that a wrong meal is received through Zerofat, an additional meal will be compensated without paying any additional amount .

A call or notification will be made by text message or via WhatsApp when the driver arrives at the pick-up location.

TERMS AND CONDITIONS

  • The amount paid for monthly subscriptions is non-refundable.
  • When signing or agreeing to the contract, the subscriber must inform us if they suffer from any sensitivity to avoid any side effects.
  • The full amount must be paid upon signing or approving the new contract or renewing the subscription before the start of the meal delivery.
  • If Customer wants to freeze the subscription, the account manager must be informed in advance of two working days (48 hours).
  • If Customer wants to Change in the dietary schedule of our customized meals program, subscribers are required to notify the account manager before two working days (48 hours).
  • If Customer wants to Change the monthly subscription of fixed meals to our Customized meals program or vice versa, Customers must notify the account manager in advance of two working days (48 hours).If Customer wants to change the receiving address, the account manager must be informed in advance of 1 working day (24 hours).
  • In the event that the joint customer wants to re-schedule their daily meal plan menu of our Customized program, freeze the account, or change the receiving address, the account manager must be notified during the following working hours (9:00 AM to 4:00 PM).
  • In the event that Customers informs his account manager of a change in their daily meal plan menu, freezing his account or subscription program after 4 pm, the change will take place after 3 days.
  • It is possible to freeze the subscription during the month by no more than twice, the maximum period of freezing the subscription is (14 days).
  • The Period of freezing Subscriptions is 14 days. In case the customer exceeds the mentioned period of freezing, ZEROFAT will start to deduct the remaining days after 14 days.
  • All meals will be delivered, according to the timing range chosen by the customer.
  • The monthly subscription period for fixed meals is 20 days (5 days /a week, from Sunday to Thursday) or 24 days (6 days / a week, from Saturday to Thursday) except for Friday.
  • The duration of our Customized meal program is 6 days, 12 days or 24 days.
  • Our meal plans program is fixed in ingredients and contents and cannot be changed unless changed by subscribing to the customized meal program.
  • When freezing more than twice a month, 100 dirhams will be paid for each freeze.
  • In the event of a sudden change of the receiving address more than once, a fee of 50 dirhams will be paid.
  • All meals that are delivered are valid for one day, provided they are kept refrigerated in the refrigerator (from 1 ° C to 5 ° C).
  • ZEROFAT group is not responsible for the validity of food after delivery or leaving meals outside the home.
  • ZEROFAT group has the right to change or amend the terms and conditions mentioned above, and all subscribers will be notified of any new item in the list.
  • The subscriber must provide a valid WhatsApp number and a phone number available during the subscription period; to ensure the provision of the best services. An SMS or WhatsApp message will be sent to inform the subscribers of any changes in meals or the dates of receiving meals.
  • In the event that the client informs us at different addresses from the beginning, additional fees will not be paid.
  • In the event that a wrong meal is received through ZEROFAT, an additional meal will be compensated without paying any additional amount.
  • A call or notification will be made by text message or via WhatsApp, when the driver arrives at the pick-up location.

CANCELLATION AND REFUND POLICY

1.1 Customer is not contactable:

1.1.1 In case of any issues regarding customer subscription renewal, a phone call and a Message will be sent advising the customer that the renewal process has not been completed due to non-contact ability. No further meals shall be delivered unless the customer updates his/her subscription payment.

1.2 Customer has an outstanding amount to be settled

1.2.1 In case the customer owes Zero Fat Group the subscription amount (either in part or in full), the Account Manager under which the customer has been enlisted has to inform the customer that all meal deliveries shall be put on hold with immediate effect pending the settlement of all outstanding amounts due. A Message will be sent to the customer followed by a phone call to resolve the issue.

1.2.2 If the customer is not contactable over a period of two weeks a message will be sent to the customer followed by a phone call. The Accounts Department are to inform the Legal Department of the case for follow up and escalation for legal action.

1.3 Customer requests cancellation/ Refund due to food delivery issues or food quality issues

1.3.1 Account Manager will take on and gather all the evidence related to the late delivery of meals and confirm the data collected with delivery Department. The Operation Manager is to over-see the ratification of the root cause issue that lead to the delivery issue.

1.3.2 In case the customer has requested to cancel/ refund their subscription due to repetitive bad food quality or continuous wrong meals delivery, the Account Manager shall take on and gather all the evidence related to food quality/wrong meals. The Operation Manager is to over-see the ratification of the root cause. The request for refund shall be honored by ZEROFAT on the condition that the evidence provided has been verified. The Accounts Department shall process the cancellation of the customer’s subscription and the refund of any amount owed to the customer as per their scheduled accounting calculations.

1.3.3 Any refunds to the customer shall be processed and credited within 14 days.

1.4 Customer Requests to Resume after freezing his Subscription more than 14 days.

1.4.1 In case Customer exceeded the mentioned period, ZEROPFAT will start
deducting days remaining after 14 days.