These terms and conditions outline
the rules and regulations for DNA's subscription programs.
1.
Delivery:
1.1.
The
box will not be placed in front of the door and will be personally delivered.
If the subscriber insists on keeping the box outside, they will be fully
responsible, and the company disclaims all liability for any damage to the
package and spoilage of food.
1.2.
The
subscriber is required to provide accurate address details and contact
information to ensure the proper delivery of meals.
1.3.
The
driver is required to wait at the specified address for a maximum of 3 minutes.
If the subscriber does not respond, the order will be reattempted within the
designated time frame for the same area to prevent delays in serving other
subscribers. In the event of no response again, the order will be sent back to
our kitchen, and the company's call center will contact the subscriber to
arrange a new delivery time within our specified delivery hours. We offer one
free delivery attempt, and any subsequent attempts are subject to a charge
specified by the company.
1.4.
The
company driver shall try his best to reach the given address, in case the
driver couldn't reach the given address for any reason, DNA’s call center will
get to the subscriber and reconfirm the address accordingly, and this may
trigger a new delivery time and date.
1.5.
The
company reserves the right to refuse assigning more than one designated address
for specific days of the week.
1.6.
In
case the subscriber requests an address change temporarily or permanently, they
must notify the company during customer service working hours at least 3 days
before the intended changes. The company reserves the right to refuse to
deliver to the new address without the need for any clarifications or
responsibilities.
1.7.
If
the company confirms a subscriber's address change, it is obligated to deliver
to the new address. In the event of a delivery failure, the subscriber will be
compensated with an additional day free of subscription.
1.8.
The
company is committed to delivering meals to the subscriber in the best
condition possible. If, however, the package or meals are found to be in bad
condition or unsuitable for consumption, the subscriber must promptly contact
the company and provide photos of the package for the necessary action to be
taken.
1.9.
We do
not provide delivery services to the Sabah Al Ahmad area.
1.10.
It is the subscriber's responsibility to
inquire about the delivery time for their area before subscribing to ensure it
is suitable for them. Otherwise, meals will be delivered according to the schedule
set by the company for each respective area.
1.11. Delivery is limited to residential areas. The company is not obligated to deliver to other locations, including industrial areas, chalet, and farms.
2.
Freeze and Resume Subscription:
2.1.
The
subscriber has the flexibility to temporarily pause their plan for the
preferred days and resume it through the call center. However, this option must
be exercised at least 3 days before the intended pause day (e.g., to stop on
Thursday, the plan must be paused by Monday). The subscriber is allowed to
pause their plan for a maximum of 30 days.
3.
Cancellation
Policy:
3.1.
Cancellation Policy for Four-Week Subscriptions: The
company gives the subscriber the right to cancel the subscription based on the following terms:
3.1.1.
Cancellation requests must be submitted at least one
day before and during the company's working hours.
3.1.2.
If
cancellation occurs on the first day of payment, a full refund will be issued
to the subscriber.
3.1.3.
If
cancellation occurs on any day of the first week, a deduction of 60 KWD will be
applied to any plans.
3.1.4.
If
cancellation occurs on any day of the second week, a deduction of 120 KWD will
be applied to any plans.
3.1.5.
If cancellation occurs on any day of the third or
fourth week, the refund will be calculated based on the remaining days of the
subscription.
3.2.
Cancellation Policy for two-Week Subscriptions: The company gives the subscriber the
right to cancel the subscription based
on the following terms:
3.2.1.
Cancellation requests must be submitted at least one
day before and during the company's working hours.
3.2.2.
If
cancellation occurs on the first day of payment, a full refund will be issued
to the subscriber.
3.2.3.
If
cancellation occurs on any day of the first week, a deduction of 60 KWD will be
applied to any plans.
3.2.4.
If cancellation occurs on any day of the second week,
the refund will be calculated based on the remaining days of the subscription.
3.3.
Cancellation Policy for one-Week
Subscriptions:
3.3.1.
If
cancellation occurs on the first day of payment, a full refund will be issued
to the subscriber.
3.3.2.
The amount paid for the one-week subscription is
non-refundable.
3.4.
Cancellation Policy for Trial box
Subscriptions:
3.4.1.
If
cancellation occurs on the first day of payment, a full refund will be issued
to the subscriber.
3.4.2.
The amount paid for the Trial box subscription is
non-refundable.
4.
Subscription Requirements and Health Information Disclosure
4.1.
Before
subscribing to any of our packages, it is mandatory to provide accurate and
current information about your health, existing medical conditions, medications
in use, and any allergies. The company shall not be held responsible for any
misinformation or false information provided. Additionally, the company
reserves the right to stop or cancel your subscription if the disclosed
information conflicts with our standards.
4.2.
You
are required to ensure that all information provided through our platform is
true, accurate, current, complete, and non-misleading.
5.
Health Concerns:
5.1.
The
company shall not be held responsible for any health complications, allergies,
or unfavorable symptoms that could arise from consuming the meals supplied by
us.
5.2.
The
company shall not be obligated to fulfil the subscriber \'s requests related to
excluding a certain food item or any other special alteration to the menu
and/or meals.
5.3.
The
company will only change the special requests submitted when subscribing to any
of the packages; in the case of any other request after 4 days, there will be
fees.
5.4.
The
meals provided by us are not prepared, manufactured, or designed as a medical
treatment, and the company does not prepare, manufacture, design, or individualize
special therapeutic diets.
5.5.
In cases of health issues, it is the
subscriber \'s sole responsibility to ensure that the meals and ingredients do
not contradict their health conditions.
5.6.
The
service of nutritional and health consultation is supplementary and not an
official part of our packages.
6.
Subscriber
Conduct
6.1.
The
subscriber is not permitted to post any food pictures or provide negative
feedback about the company on social media platforms such as WhatsApp,
Instagram, Twitter, TikTok, Facebook, and Snapchat.
7.
Privacy Policy:
7.1.
Data
Collection:
7.1.1.
The
company will collect and process subscriber data for the purpose of managing
and fulfilling subscriptions.
7.1.2.
Information
collected may include but is not limited to: name, contact details, delivery
address, and payment information.
7.1.3.
The
subscriber acknowledges that providing accurate and current information is
essential for effective service delivery.
7.2.
Data
Usage:
7.2.1.
Subscriber
data will be used exclusively for subscription-related purposes, such as order
processing, delivery, and customer service.
7.2.2.
The
company may also utilize the data to communicate essential service-related
information, promotions, or updates unless the subscriber opts out.
7.3.
Data
Protection:
7.3.1.
The
company is committed to implementing reasonable measures to safeguard
subscriber data against unauthorized access, disclosure, alteration, or
destruction.
7.3.2.
Access to
subscriber data is restricted to authorized personnel who require it for
subscription management and support purposes.
7.4.
Recording Calls:
7.4.1.
All calls between customers and the call center are
recorded for quality assurance and training purposes. This practice helps us
ensure the highest level of service, improve communication, and maintain
compliance with industry standards. The recorded calls may be reviewed by our
team to enhance customer experience, provide accurate information, and address
any concerns effectively.
8.
Products/Services
8.1.
Consume
your meal within 24 hours to preserve food quality.
8.2.
Our
company aims to deliver clean and fresh food with calculated calorie plans to
suit your healthy lifestyle.
8.3.
Our
Plans are Calorie-Based; We Do Not Provide Macronutrient Information.
8.4. Not all our products are organic, 95% of them are fresh.