Terms of Use
These Terms of Use ("Terms") govern your use of the OMZ mobile application and related services (the "Services"). The Services are operated by O M Z Portal ("OMZ", "we", "us"), a sole establishment licensed by the Department of Economy and Tourism in Dubai, United Arab Emirates, under trade licence number 1377241. By creating an account or placing an order, you agree to these Terms and to our Privacy Policy. If you do not agree, please do not use the Services.
1. What OMZ is
OMZ is an online marketplace. Independent businesses ("Sellers") offer their products and services on OMZ, including party supplies, cakes, decorations, furniture rental, venues and entertainment. You can find and order them by talking to our shopping assistant or by browsing in the app.
When you buy a product or book a service, the contract of sale is between you and the Seller shown on that product. OMZ is not the seller and is not a party to that contract. OMZ provides the platform, collects payment on the Seller's behalf and supports you with your orders, and receives a commission from the Seller for doing so.
2. Eligibility and your account
You must be at least 18 years old to use the Services. You sign in with your UAE mobile number and a one-time code sent by SMS. You are responsible for keeping access to your phone and account secure and for all activity carried out through your account. Please keep your name, delivery address and contact details accurate.
3. The shopping assistant
The assistant uses automated speech and language technology to understand your requests and to suggest products. Its answers are generated automatically and may occasionally be incomplete or inaccurate. Product details, prices and availability shown on the product page and at checkout are the ones that apply. Nothing is added to your cart or paid without your action, and you review and confirm every order before you pay.
4. Sellers and their listings
- Each product and service shows the Seller who offers it. The Seller's name also appears on your tax invoice.
- The Seller is responsible for its listings and for the products and services it sells, including their description, quality, safety, legality, preparation, delivery and any warranty.
- We review Sellers before they join OMZ and may remove a listing or a Seller that does not meet our standards or the law. This does not make OMZ responsible for the products or services themselves.
5. Prices and payment
- All prices are set by the Seller, shown in UAE dirhams (AED), and include value added tax (VAT) where it applies.
- The price confirmed at checkout is the price you pay for that order.
- OMZ collects the full amount, including VAT, on behalf of the Seller as its payment collection agent. Paying OMZ settles what you owe the Seller for that order.
- Payments are processed securely by our payment provider, Stripe, by card or Apple Pay. There is no extra fee for paying by card.
- When you place an order, the amount is authorised on your payment method and charged when the order is confirmed, as shown at checkout.
- The tax invoice for each order is issued in the name of the Seller and is available in the app.
6. Orders
When you complete payment, your order is sent to the Seller. The Seller may decline an order, in whole or in part, where a product is unavailable, a price or description was clearly wrong, or delivery to your address is not possible. We may also cancel an order where we reasonably suspect fraud. If this happens, you will not be charged for the cancelled part, and any amount already charged for it will be refunded.
7. Delivery
Orders are delivered within the United Arab Emirates to the address you provide. The expected delivery date or time is shown before you pay and in your order details. Delivery is currently free of charge; any delivery fee that may apply in future will be shown before you pay. Please make sure someone is available to receive the order. If a delivery cannot be completed because of an incorrect address or no one is available, you will be contacted to arrange another time.
8. Event bookings
Some services, such as venues, party packages, photographers and entertainers, are booked for a specific date and time. For bookings:
- A booking is confirmed only once the Seller accepts the date. Until then, the payment is only authorised and nothing is charged.
- When the booking is confirmed, a deposit of 30% of the booking price is charged.
- The remaining 70% is charged 48 hours before the booking starts. If the booking starts within 48 hours of confirmation, the full amount is charged at confirmation.
- Each service shows its free cancellation period (48 hours, 7 days or 14 days before the booking) before you pay. If you cancel within that free period, you receive a full refund.
- If you cancel after the free cancellation period has ended, 30% of the booking price is retained to cover the reserved date and preparation, and the remainder is refunded. The remaining 70% is never charged if the booking is cancelled before it is due.
- If the Seller cancels the booking for any reason, you receive a full refund.
9. Cancellations, returns and refunds
- You may cancel an order free of charge before the Seller confirms it, from the order page in the app.
- Personalised, custom-made and perishable items, such as cakes, flowers and food, cannot be returned once prepared or delivered, unless they are damaged, defective or not as described.
- If an item arrives damaged, defective, incomplete or different from your order, contact us through the app within 48 hours of delivery, with a photo where possible. We will pass your request to the Seller and follow it up until the item is replaced or refunded.
- Rented items must be returned in the condition in which they were delivered. Loss of or damage to rented items beyond normal use may be charged at the replacement or repair cost, which will be explained to you first.
- Approved refunds are made to the original payment method. Depending on your bank, they usually appear within 7 to 14 business days.
Nothing in these Terms limits the rights you have as a consumer under UAE law.
10. Complaints and support
OMZ is your first point of contact for any question or complaint about an order, a payment or a Seller. Contact us in the app or at support@omz.ae. We will acknowledge your complaint, work with the Seller to resolve it, and keep you informed.
11. Acceptable use
You agree not to misuse the Services, including by placing orders you do not intend to accept, using another person's account or payment details, interfering with the app or its systems, attempting to access data that is not yours, or using the Services for any unlawful purpose. We may suspend or close accounts involved in such use.
12. Intellectual property
The OMZ app, its name, logo, design and content belong to OMZ or its licensors. You may use the app for your personal, non-commercial use only. Seller names, logos, product names, images and trademarks belong to their respective owners.
13. Our responsibility
We operate the platform with reasonable care and skill. The Seller, not OMZ, is responsible for the products and services it sells and for fulfilling your order. To the extent permitted by UAE law:
- OMZ is not liable for the acts or omissions of Sellers, or for any loss arising from the products or services they supply;
- OMZ is not liable for indirect or consequential loss, or for delays or failures caused by events beyond our reasonable control;
- our total liability to you in connection with any order is limited to the amount you paid for that order.
Nothing in these Terms excludes or limits any liability for fraud or gross negligence, or any liability that cannot be excluded or limited under UAE law.
14. Suspension and closing your account
You can close your account at any time in the app under Menu › Profile › Delete account. We may suspend or close an account that breaches these Terms or the law, after notifying you where appropriate. Orders already placed will be completed or refunded.
15. Changes to these Terms
We may update these Terms from time to time. The date of the latest version appears at the top of this page. Where the changes are significant, we will notify you in the app before they take effect. Changes do not affect orders already placed.
16. Governing law and disputes
These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Any dispute that cannot be resolved through our support team will be subject to the jurisdiction of the competent courts of Dubai.
17. Language
These Terms are available in English and in Arabic. In case of any difference between the two versions, the Arabic version prevails to the extent required by UAE law.
18. Contact us
O M Z Portal
314, Al Barsha South First, Dubai, United Arab Emirates
Trade licence no. 1377241
Email: support@omz.ae