Terms of Service

These Terms govern access to Zuppra’s websites, applications, marketplace, messaging, payment, booking, and support services (the “Platform”). “Zuppra”, “we”, and “us” mean the operator of the Zuppra marketplace in Dubai, United Arab Emirates.

By creating an account, posting an event brief, submitting or accepting a quote, making a booking, purchasing a paid feature, or otherwise using the Platform, you agree to these Terms and the Privacy Policy. If you use Zuppra for a company, you confirm that you are authorised to bind it.

Zuppra provides discovery, communication, booking records, payment orchestration, verification indicators, and dispute-support tools. Caterers are independent businesses. Unless an invoice expressly says otherwise, Zuppra does not prepare food, employ a caterer’s staff, supervise an event, or act as either party’s agent with authority to change their agreement.

The catering contract is directly between the customer and caterer. It consists of the accepted quote or package, the booking record, the cancellation policy shown at booking, and any later change accepted by both parties through the Platform.

Verification and Foodwatch indicators reflect information available when checked. They are trust signals, not a warranty of future performance, food quality, safety, availability, or regulatory status. Caterers remain responsible for maintaining every licence, permit, approval, and insurance required for their services.

You are responsible for activity under your account, protecting login credentials, and promptly telling us about suspected unauthorised access. Business owners are responsible for permissions granted to team members and for actions they take on the business account.

Customers must provide accurate event dates, guest counts, location and access details, dietary or allergy information, service expectations, and venue restrictions. Caterers must make quotes complete and clear, including menu, staffing, equipment, setup, taxes, exclusions, lead times, and any assumptions.

Accepting a quote or requesting a package creates a pending booking, not a confirmed reservation. The date is secured only when the Platform shows the payment as captured and the booking as confirmed. Verbal discussions or off-platform messages do not amend a booking unless the change is recorded and accepted through Zuppra.

Prices are shown in AED unless stated otherwise. The checkout identifies the catering subtotal, applicable service fee, taxes or other disclosed charges, and the total due. By paying, you authorise the payment provider to charge the selected method and share payment status with Zuppra.

Payment must be completed by the stated deadline. Until payment is captured, Zuppra and the caterer may release the date or cancel the pending booking without liability for lost availability. A customer may not withhold or set off payment because of a separate claim.

If a valid amount becomes unpaid because a payment is reversed, rejected, or charged back after reserved capacity or services have been supplied, that amount remains due to the extent permitted by law. Zuppra or the caterer may recover the outstanding amount together with reasonable payment-provider, collection, and enforcement costs. Access to bookings or paid features may be suspended while undisputed sums remain overdue.

Subscription tiers, lead unlocks, and promotional placements are governed by the price and duration shown at purchase. A one-time digital benefit is treated as supplied when access, visibility, or lead information is activated and is not refundable merely because it was not used or did not result in a booking, except where required by law or where Zuppra failed to provide it.

Zuppra may suspend paid business features for overdue sums and, after notice, set off matured and undisputed amounts a caterer owes against amounts otherwise payable to that caterer, where permitted by law.

The Platform, its leads, and its payment protections are funded by disclosed fees. Users must not use contact details, event briefs, quotes, or relationships introduced through Zuppra to avoid those fees or move the resulting transaction off-platform.

A booking resulting from a Zuppra introduction within 12 months of that introduction must be recorded and paid through Zuppra unless we agree otherwise in writing. We may suspend involved accounts and recover avoided fees, direct losses, and reasonable enforcement costs to the extent permitted by law.

Customers must provide safe, lawful, and timely venue access; accurate attendance and dietary information; a responsible on-site contact; and any approvals that are the customer’s or venue’s responsibility. A customer no-show, denied access, or material late change does not by itself remove agreed payment or cancellation obligations.

Caterers must deliver the agreed service professionally and on time, follow applicable food-safety, employment, tax, licensing, and consumer laws, use appropriately trained staff, disclose material substitutions, respect dietary information, and maintain suitable insurance. A caterer no-show or material failure to provide the agreed service may entitle the customer to remedies under the booking and applicable law.

The cancellation policy displayed before payment forms part of the booking. Refund eligibility is calculated using that policy, the event date, the time the cancellation is recorded, and any mandatory consumer rights. Non-refundable amounts may reflect reserved capacity, purchased ingredients, staffing commitments, or other costs that cannot reasonably be recovered.

Approved refunds are returned through the original payment method and may take time to appear because of banking or payment-provider processing. If a caterer cancels or materially fails to deliver, Zuppra may help source an alternative or process an available remedy, but does not guarantee that a comparable replacement will be available.

For events outside reasonable control, the parties should first try to reschedule. Any refund will take account of the booking terms, applicable law, amounts recoverable from third parties, and properly evidenced costs already and irreversibly incurred.

Raise a concern through the booking as soon as reasonably possible—ideally within 48 hours of the event or incident—so evidence can be preserved. A delay does not remove a mandatory legal right, but it may limit what can fairly be verified.

Provide the booking reference, a concise description, the outcome requested, and relevant messages, photographs, videos, receipts, timelines, or venue records. Do not alter evidence or make knowingly false, exaggerated, abusive, or retaliatory claims.

Zuppra may request information from either party, preserve platform records, pause a caterer payout, and propose or apply an administrative outcome available under the booking terms. Participation does not prevent either party from using a competent authority or court, and Zuppra’s support review is not a judicial determination.

You must not use Zuppra to break the law, harm another person, interfere with the Platform, or undermine a safe and trustworthy marketplace.

You retain ownership of content you submit. You grant Zuppra a worldwide, non-exclusive, royalty-free licence to host, reproduce, format, display, translate, and use that content to operate, secure, improve, and promote the Platform. For public profile, package, and review content, this licence continues while the content remains legitimately used in marketplace records or marketing already produced.

You warrant that you have the necessary rights and permissions. Zuppra’s brand, software, design, curation, and original content remain owned by Zuppra or its licensors and may not be copied or commercially reused without permission.

We may limit, suspend, or terminate access where reasonably necessary to protect users, investigate fraud or safety concerns, enforce these Terms, comply with law, address overdue amounts, or prevent material harm. Where appropriate, we will give notice and an opportunity to respond.

You may close your account, but closure does not cancel a confirmed booking, erase payment obligations, or prevent retention of records needed for disputes, fraud prevention, accounting, or legal compliance. Terms that by nature should continue—including payment, liability, intellectual property, and dispute provisions—survive closure.

Nothing in these Terms excludes liability that cannot lawfully be excluded, including mandatory consumer remedies or liability for fraud, wilful misconduct, or death or personal injury where exclusion is prohibited.

To the fullest extent permitted by law, Zuppra is not liable for an independent caterer’s acts or omissions, food preparation, staffing, substitutions, venue conditions, user-provided information, indirect or consequential loss, lost profit, lost opportunity, reputational loss, or events outside Zuppra’s reasonable control.

To the fullest extent permitted by law, Zuppra’s aggregate liability arising from a booking or use of the Platform will not exceed the greater of the Platform service fees paid to Zuppra for the affected transaction and AED 1,000. This limit does not reduce a valid refund owed for money collected through the Platform or any non-waivable right.

To the extent permitted by law, business users will defend and indemnify Zuppra against third-party claims, penalties, losses, and reasonable professional costs arising from their food or service delivery, staff, licences, taxes, insurance, infringement, unlawful conduct, or breach of these Terms. All users are responsible for third-party claims caused by their fraud, misuse of the Platform, unlawful content, or material breach. This clause applies to consumers only to the extent lawful and does not remove mandatory rights.

These Terms and non-contractual obligations relating to them are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Before starting court proceedings, the parties should send a written notice to support@zuppra.com and allow 15 days for a good-faith attempt to resolve the matter, unless urgent relief or a statutory deadline requires earlier action.

The courts of Dubai have jurisdiction, subject to any mandatory right of a consumer to approach another competent authority, dispute committee, or court. Nothing here limits a complaint to the UAE Ministry of Economy or the competent Dubai consumer-protection authority.

We may update these Terms for legal, safety, operational, or service changes. Material changes will be notified through the Platform or by email and apply from the stated date. Changes do not retrospectively alter a confirmed booking unless required by law or accepted by the parties.

Arabic and English versions are provided together. They are intended to have the same meaning; where a difference cannot be reconciled, the interpretation required by applicable UAE law will apply. Questions or legal notices may be sent to support@zuppra.com.