Terms & Conditions

General Terms And Conditions

  1. CONDITIONS
    1. All clients who have completed their online sign up are deemed to have agreed to these terms and conditions from their registration until the end of their plan and also upon renewal.
    2. PrepHero reserves the right to refuse a client under the following cases:
      1. Dislike and allergic to cooked onions
      2. Dislike or allergic to gluten, dairy, and eggs together; with or without nuts and even extreme dislikes/allergies.
      3. Vegan
      4. Raw and cooked capsicums and tomatoes, depending on the rest of the dislikes/allergies (all plans).
      5. Spice allergies e.g. cumin or black pepper (all plans).
      6. Mono Sodium Glutamate (MSG) allergy or dislike (all plans).
      7. Vegetarian Wellness and Athlete meal plans.
      8. Gluten-free Wellness and Athlete meal plans.
    3. PrepHero considers any confirmation made online over the phone and email valid and binding.
    4. PrepHero reserves the right to send emails and SMS to all clients unless unsubscription to any has been made or requested.
    5. PrepHero reserves the right to update or amend these Terms and Conditions at any time without prior notice. 
  2. PAYMENTS, PRICES, FEES 
    1. Full payment must be received 3 business days before the desired start date for either new or renewal meal plan otherwise food delivery does not proceed.
    2. All clients are required to pay a refundable deposit (AED 200) for the Chiller Bags and ice packs used for delivery before starting their meal plan.
    3. Payments can be made online through the client dashboard.
    4. PrepHero also accepts cheque and cash via collection and office drop off.
      1. All cheque payments must be paid to Prephero Restaurant LLC with the current date.
      2. Office drop off payments are accepted Sunday- Thursdays from 8:30 am-5:00 pm.
      3. An administration fee of AED 300 will be charged for any returned or bounced cheque.
    5. Balance payments for an upgrade or change of plan must be settled within 3 business days upon request otherwise; meal plan will be shortened based on the remaining amount.
    6. Additional payments for any Premium Dishes, add-on dishes, loss of chiller bags, etc. must be settled at the end of the plan or along with the renewal payment. Any unpaid balance will be deducted from the Chiller Bag deposit.
    7. PrepHero will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.
    8. Multiple transactions may result in multiple postings to the cardholder’s monthly statement.
  3. DELIVERY AND CHILLER BAGS
    1. Delivery is to be made based on the agreed start date, location, and timing (morning or evening).
    2. Morning delivery is between 4 am-10 am while evening delivery is between 4 pm-10 pm (consumption for the following day); any specific timing of delivery is subject for approval.
    3. Any change in the delivery may be with location or timings must be made 3  business days ahead; Any last-minute change is subject for confirmation of the account manager.
    4. A chiller bag deposit for AED 200 is refundable at the end of the plan. For any lost bag, a corresponding charge will be deducted from the deposit.
    5. In the event that you are not present to receive/return the chiller bag and the bag is left outside the door, PrepHero cannot be held responsible for any missing items/bags or damages to the bag and food spoilage.
    6. Each client is assigned with a set number of chiller bags and ice packs: 3 bags (for 5d/6d a week delivery) and 4 bags for 7-day delivery. In the event that bags have been maxed out and are not yet returned, the following delivery will be sent in a cardboard box.
      1. Disclaimer: We recommend you refrigerate your food immediately if delivered in a cardboard box and PrepHero will take no responsibility for food temperatures if delivered in a cardboard box.
  4. FOOD STORAGE, CONSUMPTION, REHEATING AND LABELS
    1. All food upon receiving should be kept refrigerated under 5°C or below. Follow reheating instructions on the label. 
    2. To increase the freshness & hygiene of the fruits that we serve, we vacuum seal the packaging. 
    3. All dishes are labeled providing: dish name, reheating instructions, meal-type (breakfast/am snack/lunch/pm snack/dinner), calorie count and macros (fat, carbs, and protein) and latest consumption date.
      1. If there are ingredients removed from the dish when following any preferences or considering dislikes and allergies, calorie and macronutrients may change.
  5. FREEZES, SUBSTITUTES AND OTHER MEAL PLAN CHANGES
    1. All freeze requests and meal substitutes must be made 3 business days by submitting online through the Dashboard or by contacting the assigned account manager.
    2. All meal plans can be frozen for a maximum of 40 days unless under specific T&Cs for any promotion available. Any freeze more than allowable duration will forfeit the remainder of the plan.
    3. Any freeze dates submitted in less than 3 business days will be considered as paid wastage.
    4. PrepHero is not responsible for any dislikes, allergies or nutritional value changes when items are changed using the substitute menu by the client. 
    5. Other changes requested such as removing additional dislikes, adding preferences, etc. will be taken into account on the meal plan only after 3 business days.
  6. DISLIKE, ALLERGIES, PREFERENCES AND MEDICAL CONDITIONS
    1. Meal plans are amended according to the calorie and macronutrient ranges assigned for each type of meal plan.
    2. Meal plans are amended according to declared dislikes, allergies, and preferences of the client only. PrepHero will not assume any liability for adverse reactions to any food consumed with a dislike or allergen not informed prior to receiving food. It is advised to disclose all dislikes and allergens before starting the plan.
    3. PrepHero does not intend to provide any medical advice, diagnosis or treatment. For any medical condition or health risk, please consult your physician before signing up for any of the meal plans offered. Always seek the advice of your physician if you have any questions regarding a medical condition, diet, nutritional supplements and exercise regimen or any other health-related matter.
    4. The PrepHero kitchen does not have a dedicated gluten-free section. However, the whole team is well trained to ensure the separation of gluten-containing ingredients from the dishes of gluten-intolerance and celiac customers to reduce risks.
    5. The meal plan is not suitable for pregnant women or anyone suffering from any disease such as but not limited to heart disease, kidney failure, cancer or any severe medical conditions. It is highly recommended that you consult your physician prior to beginning any weight loss program.
      1. Reliance of any information or products provided by PrepHero regarding health, nutrition, and weight loss by our agents or employees is solely at your own risk and is not intended to diagnose, treat or cure any health condition, and we hereby disclaim any and all liability in connection therewith.
  7. CANCELLATION AND REFUND
    1. PrepHero encourages all clients to fully commit to their plan as scheduled. Any reason that can hinder results and overall satisfaction must be brought to the customer service or nutritionist ‘s attention for an immediate and appropriate solution.
    2. Should there be a request to cancel the plan; it will take effect in 3 business days. Clients can transfer the remaining days to a third party.
    3. The cancellation refund is only under the qualifying circumstances and upon approval of the Management. A fourteen days (14days) processing time with twenty percent (20%) cancellation fee will apply on the meal plan based priced with all discounts forfeited.
    4. Refunds will be done only through the Original Mode of Payment.
  8. PRIVACY
    1. The client acknowledges that PrepHero will have the right to store personal information that we may use to operate, provide the products and services and respond to queries the client may have during and after the meal plan.
    2. PrepHero shares the delivery information of the client with TRANSCORP who provides the logistics services for the client. Transcorp is obligated to protect the client's information and will not be used for marketing purposes or is to be sold.
    3. All credit/debit cards details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties.
    4. The Website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore, the Customers’ are encouraged to frequently visit these sections in order to be updated about the changes on the website. Modifications will be effective on the day they are posted.
    5. Some of the advertisements you see on the Site are selected and delivered by third parties, such as ad networks, advertising agencies, advertisers, and audience segment providers. These third parties may collect information about you and your online activities, either on the Site or on other websites, through cookies, web beacons, and other technologies in an effort to understand your interests and deliver to you advertisements that are tailored to your interests. Please remember that we do not have access to, or control over, the information these third parties may collect. The information practices of these third parties are not covered by this privacy policy.