Terms & Conditions
1. Definitions
1.1 KETOLIFE refers to the meal scheme provider.
1.2 CLIENT a person using our services.
1.3 MEAL PLAN as used in this general Terms and Conditions refers to the main product and service procured by the customer from Ketolife ; also refers to the copy provided to client either by email or online as reference for the dishes that they will receive for the duration of their plan.
1.4 KETO COACH is the designated contact person of the client to provide guidance regarding any concerns, requests, changes and even complaints.
1.5 FREEZE is the act of putting the plan on hold.
1.6 KETOLIFE COOLER BAG refers to the portable insulated bag that carries all meals for the day.
1.7 CUT OFF is the set time to finalize any request or changes on the meal plan.
1.8 MACROS as used in KETOLIFE refer to the amount of fat, carbohydrates and protein in grams.
1.9 PAID WASTAGE refers to cancelled delivery which is still considered as a paid meal and will no longer be added on the plan.
2. Conditions
2.1 All clients who have completed their online sign up are considered to have agreed to these terms and conditions from their registration until the end of their plan and also upon renewal.
2.2 Client using the website who are minor/under the age of 18 shall not register as a user of the website and shall not transact on or use the website.
2.3 KETOLIFE reserves the right to refuse a client under the following cases:
a. Client has more than 3 food allergiesb. Client has a life-threatening allergic reaction to any food
c. Client is intolerant/dislikes salt & pepper
d. Client dislike or allergic to dairy, eggs and leafy greens or vegetables and even extreme dislikes/allergies.
2.4 KETOLIFE considers any confirmation made online over the phone and email valid and binding.
2.5 KETOLIFE reserves the right to send emails and sms to all clients unless unsubscription to any have been made or requested.
2.6 KETOLIFE reserves the right to update or amend these Terms and Conditions at any time without prior notice. However, Clients cannot unsubscribe from KETOLIFE management emails and alerts.
2.7 KETOLIFE MENA LLC maintains the https://ketolifeuae.com Website ("Site").
2.8 United Arab of Emirates is our country of domicile” and stipulate that the governing law is the local law.
2.9 KETOLIFE will not trade with or provide any services to OFAC and Sanctioned countries.
3. Freezing/Resuming
3.1 48 hours advance notice during office hours(8:00-16:00) is required for freezing/resuming your meal plan subscription. We will not be accepting any requests after this time.
3.2 Notification via Email or WhatsApp is required for any freeze/resume request.
3.3 Freezing is not allowed for 5 and 6 day meal plans.
3.4 Freezing is allowed twice for 20 and 24 days meal plan subscription.
3.5 Each subscription must be finished/completely delivered within 60 days of time otherwise the rest of the meal plan will be voided.
4. Payments, Prices, Fees
4.1 Full payment must be received before the desired start date for either new or renewal meal plan otherwise food delivery does not proceed.
4.2 All clients are required to pay a refundable deposit (AED 100) for the Cooler Bags used for delivery before starting their meal plan.
4.3 Payments can be made online through bank transfer, debit/credit card.
4.4 Visa or MasterCard debit and credit cards in AED will be accepted for payment.
4.5 Card holder must retain a copy of transaction records and merchant policies and rules.
4.6 Client is responsible for maintaining the confidentiality of his account.
4.7 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.
4.8 Additional payments for loss of chiller bags, ice packs etc. must be settled at the end of the plan or along with the renewal payment. Any unpaid balance will be deducted from the Cooler Bag deposit.
4.9 Any purchase, dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with the laws of UAE.
4.10 The displayed price and currency at the checkout page, will be the same price and currency printed on the Transaction Receipt and the amount charged to the card will be shown in your card currency.
5. Discounts
5.1 Early Renewal can be availed if renewal is confirmed and paid before last delivery.
5.2 Corporate discounts can be added based on the terms agreed by KETOLIFE and the participating company.
6. Delivery and Cooler Bags
6.1 Delivery is to be made on the agreed date, location and timing.
6.2 Al Ain delivery is between 2:00AM - 7:00AM and 8:00AM - 12:00PM (Same day consumption).
Abu Dhabi delivery is between 2:00AM - 8:00AM and 8:00AM - 12:00PM (Same day consumption).
Dubai delivery is between 2:00AM - 6:00AM, 8:00AM - 12:00PM and 3:00PM - 9:00PM (Same day consumption).
Sharjah, Ajman, Umm Al Quwain and Ras Al Khaimah deliveries are between 2:00AM - 6:00AM and 8:00AM - 12:00PM (Same day consumption).
6.3 Any change on the delivery may it be with the location must be made 3 business days ahead; Any last minute change is subject for confirmation of KETOLIFE management.
6.4 A Ketolife Cooler bag deposit for AED 100 is refundable at the end of the plan. For any lost and damaged, the corresponding charge will be deducted from the deposit.
6.5 Ketolife Cooler bags should be returned within 48 hours on the last day of subscription.
6.6 Cooler bag deposit will be non-refundable in the event that the cooler bag has not been returned within the first 30 days from the last day of subscription.
6.7 In the event that the Ketolife Cooler bags are not present on the collection date, collection fees of 15 dirhams will apply for rescheduling the collection date.
6.8 In the event that you are not present to receive the cooler bag and the bag is left outside the door, Ketolife cannot be held responsible for any missing items/bags or damages to the bag and food spoilage.
6.9 Each client is assigned with a set number of cooler bags and ice packs: Maximum of 3 Ketolife Cooler bags per client. In the event that bags have been maxed out and are not yet returned, the following delivery will be sent in a disposable paper bag.
Disclaimer: We recommend you to refrigerate your food immediately if delivered in the paper bag. KETOLIFE will take no responsibility for food temperatures if delivered in a paper bag.
7. Food Storage, Consumption, Reheating and labels
7.1 All food upon receiving should be kept refrigerated under 5°C.
7.2 All dishes are labelled providing: meal type(breakfast, lunch or dinner). Menu card is available on each bag delivered providing the dish name, calorie count and macros.
8. Dislike, Allergies, Preferences and Medical Conditions
8.1 Meal plans are amended according to declared dislikes, allergies and preferences of the client only upon approval of KETOLIFE management with an additional fee. KETOLIFE 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.
8.2 KETOLIFE does not intend to provide any medical advisement, diagnosis or treatment. For any medical condition or health risk, please consult your physician before signing up on the meal plan. Always seek the advice of your physician if you have any questions regarding a medical condition, diet, nutritional supplements and exercise regiment or any other health related matter.
8.3 Ketolife kitchen does not have a dedicated gluten-free or dairy free section. However, the whole team is well trained to ensure separation of gluten containing ingredients from the dishes of gluten-intolerant and celiac customers to reduce risks.
8.4 KETOLIFE encourages all clients to fully commit on their plan as scheduled. Any reason that can hinder results and overall satisfaction must be brought to Ketolife management's attention for an immediate and appropriate solution.
9. Cancellation and Refund
9.1 As this is a meal-delivery service, NO CANCELLATION and NO REFUNDS are permitted for products purchased through this website.
Any cancellation or refund is only under extenuating circumstance and upon approval of KETOLIFE Management. A 20% cancellation fee will apply on the meal plan based priced with all discounts forfeited and refunds will be made back to the payment solution used initially by the customer. Please allow for up to 30 days for the refund transfer to be completed.
9.2 Refund will be done only through the original mode of payment.
9.3 Security/Bag deposit will be processed once all Ketolife Cooler Bags have been collected. The refund transfer will be processed within 7-10 business days.
