Terms and Conditions for Calories Lab Subscriptions

Please read them carefully.

By paying and subscribing to our monthly packages you agree to these terms and conditions.

01: Introduction

Welcome to Calories Lab.

These Terms and Conditions govern your use of our services related to healthy meal subscriptions, meal orders, delivery services, and any other services provided through our website, social media platforms, messaging applications, or any sales channel officially approved by Calories Lab.

By completing the subscription process, making a payment, or receiving the first meal, the customer shall be deemed to have read, understood, and fully agreed to these Terms and Conditions.

Calories Lab reserves the right to amend or update these Terms and Conditions from time to time. The updated version shall become effective once published on our website or through our official channels.

02: Definitions

For the purposes of these Terms and Conditions, the following words and expressions shall have the meanings set out below, unless the context requires otherwise:

Calories Lab / the Company / We / Us / Our: Refers to Calories Lab Restaurant and its related services.

Customer / You / Your: Refers to the person who uses Calories Lab services, subscribes to one of the meal plans, or purchases any of our products.

Meal Plan / Subscription: Refers to the healthy meal program selected by the customer for a specific period, such as 20 days, 24 days, 30 days, or any other duration approved by Calories Lab.

Meal: Refers to any main meal, snack, beverage, or food product prepared or provided by Calories Lab.

Subscription Days: Refers to the actual number of days on which meals are delivered to the customer according to the selected plan.

Freezing / Temporary Suspension: Refers to the temporary suspension of meal delivery upon the customer’s request and in accordance with the approved policy.

Delivery Area: Refers to the areas where Calories Lab provides delivery services according to its operational schedule.

Food Allergy: Refers to any allergy, intolerance, or potential adverse reaction to a specific food ingredient.

03: Nature of Calories Lab Services

Calories Lab is a restaurant specialized in providing fresh healthy meals and various nutrition plans, including but not limited to:

1. Weight loss plans.
2. Weight maintenance plans.
3. Weight gain plans.
4. Muscle gain plans.
5. Balanced healthy meals.
6. Other healthy meals, snacks, and products subject to availability.

Calories Lab plans are provided to help customers organize their dietary lifestyle and are not intended to replace medical advice, medical treatment, or supervision by a qualified healthcare professional.

04: Subscription to Meal Plans

The subscription shall be activated after the customer completes the required information, selects the suitable plan, pays the full subscription amount, and receives confirmation of the start date from the Calories Lab team.

The customer must provide Calories Lab with accurate and complete information before starting the subscription, including name, phone number, email address, delivery location, subscription goal, and any important dietary or health-related information.

Full payment must be received at least two business days before the subscription start date or renewal date, unless otherwise agreed in writing. If payment is not received within the required timeframe, Calories Lab shall have the right to postpone or not commence meal delivery.

The subscription duration and number of days shall be based on the plan selected by the customer at the time of payment, whether it is 20 days, 24 days, 30 days, or any other plan approved by Calories Lab.

The subscription shall not be extended, and no days shall be compensated, except in accordance with the cases stated in these Terms and Conditions or with management approval.

05: Prices and Payment

Plan prices are displayed based on the type of subscription, number of days, number of meals, add-ons, promotional offers, and delivery area, if applicable.

Calories Lab reserves the right to amend prices, offers, delivery fees, or add-on charges at any time. Any change in prices shall not affect paid and active subscriptions, except upon renewal or the purchase of a new subscription.

Prices may vary depending on seasonal offers, discounts, or advertising campaigns. More than one offer or discount may not be combined unless approved by Calories Lab.

The customer must ensure the accuracy of payment details and retain proof of payment when required.

If payment is made through a third party or an electronic payment gateway, the payment shall also be subject to the terms and conditions of the payment service provider.

Any bank charges, transfer fees, electronic payment fees, or refund charges, if applicable, shall be borne by the customer unless Calories Lab decides otherwise.

06: Meal Selection and Modification

Calories Lab strives to provide varied and balanced meals within the available nutrition plans.

Meals may be pre-selected by Calories Lab or selected by the customer if this option is available within the chosen plan.

If the customer does not select meals within the specified timeframe, Calories Lab shall have the right to select suitable meals on behalf of the customer according to the available plan.

Calories Lab reserves the right to modify or replace any meal or food ingredient in the event of ingredient unavailability, operational requirements, or to ensure food quality and safety, while making reasonable efforts to maintain the overall nutritional value of the plan.

Not all preferences or substitutions may be available in all plans. Modification requests are subject to Calories Lab team approval and operational feasibility.

Any request to modify meals, remove an ingredient, or change a dietary preference must be submitted at least 48 hours before the required delivery day. Calories Lab does not guarantee the implementation of late requests.

07: Food Allergies, Preferences, and Health Conditions

The customer is responsible for informing Calories Lab before starting the subscription of any food allergy, food intolerance, disliked foods, special health conditions, medications, or dietary restrictions.

Conditions that must be disclosed include, but are not limited to: diabetes, blood pressure conditions, heart disease, kidney disease, liver disease, pregnancy, breastfeeding, nut allergy, gluten allergy, dairy allergy, egg allergy, seafood allergy, or any health condition that may be affected by diet.

Calories Lab shall not be liable for any allergic reaction, health complication, or side effect resulting from the customer’s failure to disclose their health condition or food allergy, or from providing inaccurate or incomplete information.

Although Calories Lab takes allergy and dietary preference requests seriously, it cannot guarantee that meals will be completely free from traces of allergens due to the possibility of cross-contact during preparation, storage, or transportation.

Calories Lab reserves the right to refuse or suspend a subscription if it determines that the customer’s health condition or food allergy cannot be safely accommodated within the restaurant’s operational capabilities.

Customers with special health conditions or those taking medications or following treatment programs are advised to consult a doctor or qualified nutrition specialist before subscribing.

08: No Guarantee of Health or Weight Results

Weight loss, weight gain, or weight maintenance results vary from person to person depending on several factors, including commitment to the plan, physical activity, age, metabolism, health condition, sleep, lifestyle, and consumption of food or beverages outside the plan.

Calories Lab does not guarantee any specific result in weight, body shape, or health during the subscription period.

The customer shall not be entitled to cancel the subscription or request a refund due to not achieving a specific result, provided that the meals have been delivered in accordance with the agreed plan.

Any nutritional information or advice provided by Calories Lab or its team is for general guidance purposes only and shall not be considered a medical diagnosis, treatment, or substitute for specialized medical care.

09: Delivery Policy

Calories Lab provides delivery services within its approved delivery areas. Delivery availability may vary depending on the emirate, area, or operational schedule.

The customer must provide Calories Lab with an accurate and complete delivery address, including the area name, building or villa number, apartment number if applicable, and any special instructions that may help the driver reach the location.

Meals are delivered within the time period specified by Calories Lab according to the delivery schedule and area. Delivery times may be affected by factors beyond the company’s control, such as traffic congestion, weather conditions, accidents, security restrictions, or operational circumstances.

The driver’s waiting time at the agreed delivery location is limited to five minutes from the time of arrival. If the customer does not respond or is not available to receive the meals within this period, the delivery representative may place the meal bag or package in front of the customer’s door. The meal shall be considered delivered, and that day shall be deducted from the subscription without compensation or re-delivery.

If the customer provides Calories Lab with an incorrect or incomplete address, is not present at the delivery location, or does not respond to calls from the driver or customer service team, Calories Lab shall not be responsible for non-delivery, and the day shall be deducted from the subscription.

The customer may request to change the delivery address once only during the subscription period, provided that the new address is within the approved delivery areas and the request is submitted at least 48 hours before the required delivery time.

Any additional change to the address, time, or delivery instructions shall be subject to Calories Lab approval and operational feasibility.

10: Meal Receipt and Storage

The customer must receive the meals at the agreed time and location and store them in the refrigerator immediately upon receipt to maintain their quality and safety.

The meal validity period is 48 hours from the time of preparation, provided that the meal is stored at a suitable refrigeration temperature and is not left outside the refrigerator for extended periods.

Calories Lab shall not be responsible for the quality or safety of the meal after receipt if it is not stored, transported, or reheated properly by the customer.

The customer must follow proper storage and reheating instructions and must not consume any meal that shows clear signs of spoilage, abnormal smell, or damaged packaging.

If there is visible damage to the packaging or a quality issue with the meal upon receipt, the customer must contact Calories Lab immediately before consuming the meal.

11: Meal Information Label

Calories Lab strives to provide an external label on meals containing basic information, which may include:

1. Meal name.
2. Number of calories.
3. Customer name.
4. Restaurant name.
5. Contact numbers.
6. Any additional information according to the applicable system.

Nutritional information stated on the label, such as calories, protein, carbohydrates, or fat, is approximate and may vary slightly due to the nature of manual preparation and differences in ingredients or weights.

12: Freezing or Temporary Suspension of Subscription

The customer may request to freeze or temporarily suspend the subscription, provided that the request is submitted at least 48 hours before the requested suspension date.

Freezing requests shall not be accepted on the same day of delivery or after meal preparation has started for that day.

The freezing or temporary suspension period shall not exceed one month from the suspension date, unless Calories Lab management agrees otherwise in writing.

The customer must specify the subscription resumption date when requesting the freeze. If the customer does not specify a resumption date or fails to communicate after the freezing period ends, Calories Lab shall have the right to resume the subscription or calculate the remaining days according to its approved operational policy.

The freezing period may not be converted into cash, discount, or financial refund.

13: Cancellation and Refund

The customer may request to cancel the subscription within the first two days of receiving the first meal, and the request shall be reviewed by Calories Lab management.

After two days from receiving the first meal, the subscription cannot be cancelled and the amount paid cannot be refunded, except in exceptional cases and with Calories Lab management approval. In such cases, the refund value shall be calculated based on the standard price of the nutrition plan displayed on the website before any discount.

If cancellation or refund is approved, Calories Lab shall have the right to deduct the value of the days already received, preparation costs, delivery fees, and any bank, operational, or administrative charges, if applicable.

Any approved refund shall be returned through the original payment method whenever possible. The refund process may take a period of time depending on the bank or payment service provider.

The value of free days, discounts, gifts, or promotional offers shall not be refunded in cash.

The customer shall not be entitled to request a refund due to failure to follow the plan, consumption of external food, or not achieving a specific weight or health result.

14: Complaints and Compensation

Any complaint related to a meal must be submitted on the same day of receipt, preferably within no more than 4 hours from the time of receipt.

The complaint must include clear photos of the meal, packaging, and information label, along with an accurate description of the issue.

Complaints that may be considered include: visible damage to the meal, leakage or breakage in the packaging, incorrect meal, missing item, or a clear quality issue.

Calories Lab shall review and assess the complaint. If the issue is confirmed, the company may, at its discretion, provide suitable compensation, such as a replacement meal, an additional day, or internal credit.

Complaints related to personal taste or dislike of a certain type of food shall not be accepted if the meal was part of the agreed plan and the customer had not previously informed Calories Lab of the dislike or restriction.

Calories Lab shall not be responsible for any complaint submitted after a long period from receipt, after the meal has been consumed, or after the meal has been discarded without clear documentation.

15: Offers, Discounts, and Free Days

Calories Lab may offer promotions, discounts, or free days from time to time, and such offers shall be subject to their specific terms and conditions.

More than one offer or discount may not be combined unless expressly approved by Calories Lab.

Free days, gifts, or discounts may not be exchanged for cash and shall not be included in any refunded amount in the event of subscription cancellation.

Calories Lab reserves the right to amend or discontinue any promotional offer at any time without prior notice, unless the customer has completed payment under the terms of the offer during its validity period.

16: Delivery Bags and Packaging

Calories Lab may use special bags, packaging, or delivery materials to maintain meal quality during delivery.

If the customer is provided with a cooler bag or any returnable delivery items, the customer must return them in good condition.

In the event of loss or damage to any returnable bag or delivery item, Calories Lab shall have the right to charge the customer a replacement fee of AED 150 or deduct the amount from any deposit, if applicable.

17: Communication with the Customer

The customer agrees that Calories Lab may communicate with them by phone, SMS, WhatsApp, email, or any other communication method for the purposes of fulfilling the subscription, confirming orders, following up on delivery, customer service, renewal reminders, or sending offers and updates.

The customer may request to stop receiving marketing messages at any time. However, essential service messages related to the subscription or delivery may continue as long as the subscription remains active.

The customer must ensure that the phone number and contact details provided are accurate. Calories Lab shall not be responsible for the non-receipt of notifications or messages due to incorrect customer information.

18: Privacy and Data Protection

Calories Lab is committed to maintaining the confidentiality of customer data and using it only for purposes related to providing the service, including subscription management, meal preparation, delivery, customer service, payment processing, and service quality improvement.

Some necessary customer data may be shared with the delivery team, payment service providers, or any third party assisting in providing the service, only to the extent necessary to deliver the service.

Calories Lab does not sell customers’ personal data to third parties.

The customer acknowledges that some health or dietary information provided may be necessary to customize the service, and the customer is responsible for the accuracy of such information and for updating it in the event of any change.

19: Use of Photos, Experiences, and Reviews

Calories Lab shall not publish the customer’s photos, name, experience, weight results, or any personal information for marketing purposes without obtaining the customer’s explicit consent.

If the customer sends a review, testimonial, photo, or video to Calories Lab, or publishes it while mentioning Calories Lab, the company may reuse it for marketing purposes or in accordance with applicable laws.

Calories Lab reserves the right to use general photos of meals, products, the kitchen, and packaging for marketing purposes, provided that they do not include the customer’s personal data.

20: Intellectual Property Rights

All trademarks, logos, designs, images, texts, recipes, menus, marketing content, and content published by Calories Lab are the property of Calories Lab.

No content belonging to Calories Lab may be copied, republished, or used for commercial or marketing purposes without prior written approval.

21: Limitation of Liability

Calories Lab takes reasonable care in preparing, packaging, and delivering meals in accordance with its approved quality and food safety standards.

Calories Lab shall not be liable for any damage, loss, or complication resulting from:

1. The customer’s failure to disclose allergies or health conditions.
2. The customer providing inaccurate or incomplete information.
3. Improper storage or reheating of meals after receipt.
4. Failure to receive the meal at the specified time or location.
5. Consuming meals after their validity period has expired.
6. Consuming food, supplements, or products outside the Calories Lab plan.
7. Circumstances beyond the company’s control.

If any fault is proven on the part of Calories Lab, its liability shall be limited to providing suitable compensation, such as replacing the meal, adding an alternative day, or providing internal credit, at management’s discretion.

22: Circumstances and Force Majeure

Calories Lab shall not be responsible for any delay or full or partial failure to perform the service due to circumstances beyond its control, such as natural disasters, severe weather conditions, accidents, traffic congestion, government restrictions, service interruptions, technical failures, or any emergency circumstances affecting operations or delivery.

In such cases, Calories Lab shall have the right to reschedule the delivery or take the appropriate action depending on the situation.

23: Termination or Suspension of Service

Calories Lab reserves the right to refuse, suspend, or terminate the subscription in the following cases:

1. Failure to pay the due amounts.
2. Providing incorrect or misleading information.
3. Misuse of the service or inappropriate behavior toward employees or drivers.
4. The existence of a health condition or allergy that cannot be safely accommodated.
5. Repeated failure to receive deliveries or respond to the delivery team.
6. Violation of these Terms and Conditions.

If the service is terminated due to the customer’s breach, Calories Lab shall not be obligated to refund any amounts paid unless management decides otherwise.

24: Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and interpreted in accordance with the applicable laws of the United Arab Emirates.

In the event of any dispute relating to these Terms or Calories Lab services, the parties shall first seek to resolve the dispute amicably through communication with customer service or management. If an amicable resolution cannot be reached, the competent authorities in the United Arab Emirates shall have jurisdiction.

25: Contact Details

For inquiries, complaints, modification requests, freezing requests, or cancellation requests, the customer may contact Calories Lab through the restaurant’s approved official communication channels.

The customer must use official channels only to ensure that requests are documented and processed correctly.

26: Acknowledgment and Acceptance

By completing the subscription process, making payment, or receiving the first meal, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions, and that they are responsible for providing Calories Lab with all necessary and accurate information before and during the subscription period.

The customer further acknowledges that Calories Lab provides healthy meal services and is not a medical entity, and that any results related to weight or health vary from person to person and cannot be guaranteed.