Terms of Service

These terms are the agreement between you and Dieto when you use the Dieto app or website to order meals and supplements. Please read them with our Privacy Policy, which explains how we handle your personal data.

The short version

• Dieto is a marketplace. The kitchens and shops on Dieto prepare and sell the food and supplements; Dieto runs the app, takes payment and arranges delivery.
• Calorie figures are provided by each kitchen and reviewed by Dieto before a dish is shown as CALORIES LISTED. They are careful estimates, not exact measurements of every plate.
• Kitchens are told about your allergies, but most prepare food in shared kitchens. We can't promise a dish is free of any allergen.
• You can cancel an order free of charge until the kitchen accepts it. After that, refunds depend on what went wrong.
• These terms are governed by UAE law. Nothing in them takes away your rights under UAE consumer protection law.

1. Who we are

Dieto is operated by [Dieto legal entity name], a company registered in the United Arab Emirates under trade licence [trade licence no.], with its registered address at [registered address] ("Dieto", "we", "us").

2. Accepting these terms

You accept these terms when you create a Dieto account. If you don't agree with them, please don't use Dieto.

Kitchens and shops that sell through Dieto ("partners") also sign a separate partner agreement. If the partner agreement and these terms conflict on a point about selling through Dieto, the partner agreement applies.

3. Who can use Dieto

• You must be at least [18] years old — the age of majority under UAE law — and able to enter into a binding contract. Someone younger may use Dieto only under the supervision of a parent or guardian who creates the account and accepts these terms. [Legal review: confirm the minimum age.]
• Dieto delivers only in the areas shown in the app, currently in [Dubai].
• You may hold one diner account. Partner accounts are issued by Dieto to approved kitchens and shops.

4. Your account

• You sign in with your mobile number and a one-time code we send by WhatsApp. Keep your phone and your WhatsApp account secure: anyone who can read your messages may be able to sign in as you.
• Give us accurate details, and keep them up to date — especially your delivery address, allergies and contact number.
• You're responsible for what happens under your account. Tell us straight away at [support@ contact] if you think someone else has used it.
• You can delete your account at any time in Account → App settings → Delete account. Our Privacy Policy explains what we keep after that and why.

5. What Dieto does, and who you're buying from

Dieto is a marketplace. It connects you with independent kitchens and shops ("sellers") and arranges delivery.

• The seller prepares your food or supplies your supplements. It is responsible for the product: its ingredients, preparation, hygiene, packaging, and the accuracy of what it tells us about it.
• Dieto runs the app, publishes the sellers' menus and nutrition information, reviews calorie labels (section 6), takes your payment [as the seller's commercial agent], arranges delivery, and handles customer support.
• Our delivery partner, [Delivery partner name], collects your order from the seller and delivers it to you.

[Legal review: decide whether Dieto acts as the sellers' agent or as merchant of record. This decides who issues the tax invoice, who is liable for refunds, and how VAT is charged, and this section, section 9 and section 13 must follow that decision.]

6. Calorie labels and nutrition information

Accurate calories are the heart of Dieto, so here is exactly what our labels mean.

• Sellers provide the figures. For each portion of each dish, the kitchen gives us its weight, calories and macronutrients (protein, carbohydrate and fat). For supplements, the figures come from the product's label.
• Dieto reviews them. Before a dish shows as CALORIES LISTED (or VERIFIED on the kitchen's menu), our team reviews the kitchen's figures. The review checks that each portion is complete and internally consistent — for example, that the calories agree with the macronutrients within a reasonable margin — and we may ask the kitchen for its recipe, ingredient quantities or laboratory results. [Ops to confirm: the review steps actually carried out, whether laboratory testing or spot checks are part of it, and at what frequency.]
• Kitchens weigh to the label. Kitchens agree to prepare each portion to the weight on its label, and our kitchen tools show that weight as they prepare your order.
• Figures are estimates. Ingredients vary naturally, and so does cooking. A labelled figure is our best estimate of a typical portion, not a measurement of the plate in front of you. A portion can differ from its label. [Legal review: state a tolerance, if Dieto will commit to one.]
• Tell us if something looks wrong. When you rate an order, you can tell us whether the portion matched its label. We use these reports to decide which labels to recheck, and we may remove a label or a dish while we do.
• Targets are not medical advice. Your daily calorie and macro targets are estimated from the details you give us using a standard formula. They are general guidance, not a diagnosis or treatment plan. If you are pregnant, have a medical condition, or have or have had an eating disorder, speak to a doctor or dietitian before following them.

7. Allergies and dietary needs

• Tell us about your allergies in the app. We use them to hide dishes that list those allergens, and we flag them to the kitchen with every order you place.
• Sellers tell us which allergens each dish contains, and we show them on the dish. But most kitchens handle many ingredients in the same space, and we cannot guarantee that a dish is free of any allergen or that no cross-contact has happened.
• If you have a severe allergy, check with the seller before ordering (you can ask our support team to contact them), and don't eat anything you're unsure about.
• "Halal", "vegan", "high protein" and similar tags are provided by the seller. [Legal review: confirm what Dieto checks before showing a Halal tag.]

8. Supplements

Supplements are sold by the shops that list them. They are not medicines and are not intended to diagnose, treat, cure or prevent any disease. Read the product label, don't exceed the stated dose, and ask a doctor or pharmacist before use if you are pregnant, breastfeeding, taking medication, under 18, or have a medical condition. [Legal review: confirm any registration or age restrictions that apply to supplements sold in the UAE, and whether some products must be excluded.]

9. Orders and prices

• Prices are shown in UAE dirhams (AED) and include VAT. Every fee (such as delivery or service fees) and every discount is shown separately before you place your order, and you won't pay anything that wasn't shown. We don't charge extra for paying by card or Apple Pay. [Legal review: confirm the fees that will be charged.]
• One seller per order. Each order comes from a single kitchen or shop. Items from another seller go in a separate order.
• When your order is accepted. Placing an order is an offer to buy. The contract for your order is made when the seller accepts it in the app. A seller may decline an order — for example, if an item has sold out or it is about to close. If that happens, you won't be charged, and any amount already taken is refunded.
• Mistakes. If a price or description is clearly wrong, we or the seller may cancel the order and refund you in full. We'll tell you before you're charged wherever we can.
• Order notes are passed to the seller, who will try to follow them but may not always be able to.
• How kitchens are listed. Kitchens and dishes are ordered by [ranking factors, e.g. distance, availability, rating and your filters]. If a seller pays for a better position, the listing is labelled as sponsored. [Legal review: confirm against the Dubai food delivery platform guidelines of September 2025.]

10. Paying

• You can pay by card or Apple Pay, in cash on delivery where offered, or from your Dieto wallet.
• Card and Apple Pay payments are processed by [Payment processor name]. We may place a temporary hold on your card when you order and take the payment when the order is accepted or delivered.
• Cash on delivery: please have the amount ready. We may withdraw cash on delivery from an account after unpaid or refused cash orders.
• Receipts are sent to the email address on your account and are available in Account → Subscription & billing.

11. Your Dieto wallet, credits and promotions

• Wallet. Your wallet holds credit from refunds, referrals and promotions, in AED. You can use it towards orders on Dieto. Wallet credit has no cash value, can't be transferred to another account, and does not earn interest. [Legal review: confirm whether wallet credit may be withdrawn or must be refunded on request, whether it expires, and that the wallet falls outside the Central Bank's stored-value regulations.]
• Referrals. When someone you invite signs up and completes their first order, you both receive the credit shown in the app at the time. You can't refer yourself or create accounts to earn credit.
• Promo codes have their own conditions, shown with the code (for example, a minimum order or an expiry date). Only one code applies to each order unless the offer says otherwise.
• Misuse. If credit or a promotion is obtained by misuse or by mistake, we may remove it, and we may cancel orders placed with it.

12. Meal plans

• A meal plan schedules meals from one or more kitchens for the days, meal slots and delivery windows you choose. Each day's deliveries are separate orders, each from a single kitchen.
• Paying. A plan is charged [in full when you confirm it]. [Legal review: confirm the billing model — upfront, per day, or monthly subscription.]
• Skipping and swapping. You can skip or swap a day's meal until the kitchen starts preparing it. After that, the meal is prepared and charged.
• Cancelling. You can cancel the rest of a plan in the app. Days that haven't started are refunded [to your wallet or original payment method]. Days already delivered or in preparation are not refunded.

13. Delivery

• Delivery times shown in the app are estimates. Traffic, weather and busy periods can make an order late.
• Please make sure your address and map pin are accurate and that someone can receive the order. If the rider can't reach you or deliver after reasonable attempts, the order may be cancelled without a refund.
• Food is prepared to be eaten soon after delivery. Refrigerate or throw away anything you don't eat promptly; the seller isn't responsible for food stored after delivery.
• For some orders, the seller hands the order to the rider only against a pickup code, to make sure your order goes to the right rider.

14. Cancellations and refunds

• Before the seller accepts: you can cancel in the app free of charge.
• After the seller accepts: your order is being made for you, so cancellation is at the seller's discretion and may not be refunded.
• Something wrong with your order: if items are missing, wrong, damaged or unsafe, or the order doesn't arrive, tell us through the app within [24 hours] of the delivery time, with a photo where you can. We'll look into it and, where the problem is confirmed, refund the affected items (and delivery, if the whole order was affected) or offer a replacement.
• How you're refunded: to your original payment method, or to your Dieto wallet if you prefer. Card refunds usually reach you within [5–14 working days], depending on your bank. Cash payments are refunded to your wallet or [by another agreed method].
• Supplements that are unopened and in their original condition may be returned within [7 days] of delivery. Opened supplements can't be returned unless they are faulty or not as described. [Legal review: confirm the return period and conditions against the consumer protection law and its executive regulations.]
• Your legal rights under UAE consumer protection law are not affected by anything in this section.

15. Ratings and reviews

You can rate and review orders. Reviews must be honest and about your own experience, and must not contain offensive, unlawful or personal content. You give Dieto a free, worldwide, non-exclusive licence to show your review in the app and on our website, and we may remove reviews that break these rules. Kitchens can't pay for or remove reviews.

16. Using Dieto fairly

You agree not to:

• use Dieto for anything unlawful, or to harass riders, kitchen staff or our team;
• place orders you don't intend to accept or pay for;
• misuse promotions, referrals or refunds;
• copy, scrape, reverse-engineer or interfere with the app, website or our systems; or
• use someone else's account or payment method without their permission.

17. Our content and brand

The Dieto name, logo, app, website and their content (other than sellers' own content and your reviews) belong to Dieto or its licensors. You may use them only to use Dieto as these terms allow.

18. Changes to the service

We're always improving Dieto, so features, kitchens, delivery areas and prices change. We may add, change or remove features. If we ever stop offering Dieto altogether, we'll tell you in advance and refund any unused wallet credit and future plan days [Legal review: confirm].

19. Our responsibility to you

• We will provide Dieto with reasonable care and skill.
• Sellers are responsible for the food and products they sell, including their preparation, ingredients, allergen information and nutrition figures. Dieto is responsible for its own acts and omissions, including how it reviews calorie labels and handles your order and payment, and for anything else UAE law makes a platform responsible for. [Legal review: the e-commerce law (Federal Decree-Law No. 14 of 2023) and the consumer protection law make platforms answerable for some failures by the sellers on them; align this clause.]
• To the extent the law allows, Dieto is not liable for losses that were not reasonably foreseeable, for business losses, or for losses caused by events beyond our reasonable control.
• To the extent the law allows, our total liability to you for any order is limited to [the amount you paid for that order].
• Nothing in these terms limits or excludes liability that cannot be limited or excluded under UAE law, including your rights as a consumer, or liability for death or personal injury caused by negligence, or for fraud.

[Legal review: confirm that this structure is enforceable under the UAE Civil Transactions Law and the consumer protection law, and whether a liability cap is appropriate for consumers.]

20. Suspending or closing accounts

We may suspend or close an account, or refuse an order, if we reasonably believe the account is being used in breach of these terms, for fraud, or in a way that puts riders, sellers or other users at risk. Where we can, we'll tell you why and give you a chance to respond. You can close your account at any time.

21. Changes to these terms

We may need to update these terms, for example when we add a feature or the law changes. The version and date at the top show when they last changed. We'll tell you about any change that affects you, in the app or by email, at least [14 days] before it takes effect, and where the law requires it, we'll ask you to accept the new terms in the app before your next order. If you don't agree, you can delete your account at any time. Orders placed before a change are governed by the terms that applied when you placed them.

[Legal review: the consumer protection regulations (Cabinet Resolution No. 66 of 2023) treat terms that let a supplier change a contract on its own as void; confirm this clause.]

22. Complaints

If something goes wrong, contact us first in the app (Account → Help & support) or at [support@ contact]. We aim to reply within [2 working days] and to resolve complaints within [14 days].

If you're not satisfied with our response, you can contact the consumer protection authorities, such as the Ministry of Economy or, in Dubai, the Department of Economy and Tourism.

23. Governing law and courts

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Any dispute that we can't resolve together will be decided by the courts of [the Emirate of Dubai].

[Legal review: choose between the onshore Dubai Courts and the DIFC Courts. UAE delivery apps are split — some use the UAE courts, some the DIFC Courts, some arbitration — but the DIFC Courts need a clear opt-in, and the e-commerce law is reported to limit compulsory arbitration for small consumer claims. Confirm that the choice does not stop consumers from using the courts or complaint routes that UAE law gives them.]

24. Language

These terms are written in English. An Arabic version will be provided. [Legal review: the consumer protection regulations require key information for consumers in Arabic; confirm which version prevails if the two differ.]

25. Contact us

• Email: [support@ contact]
• Post: [Dieto legal entity name], [registered address]
• In the app: Account → Help & support