Terms & Conditions
- Issued by: Digital Hotelier Software Solutions L.L.C
- Company Registration: 1148172, Dubai Economic Department
- Registered Address: 205, Apricot Towers, Silicon Oasis, Dubai, United Arab Emirates
- Contact: [email protected]
- Applies to: The browser-based web application through which hotel guests access ordering and services across the property.
1. About These Terms
These Terms & Conditions (the “Terms”) govern your access to, and use of the digital ordering and services platform (the “Platform”) operated by Digital Hotelier Software Solutions L.L.C (“we”, “us”, “our”, or the “Operator”).
The Platform is deployed on behalf of the hotel or property at which you are staying (the “Hotel Partner”). The Hotel Partner is responsible for the hotel-branded content you see on the Platform, for fulfilling the orders and service requests you submit, and for delivering the underlying hospitality services.
By ticking the box marked “I agree to the Terms & Conditions” at checkout, or by otherwise submitting an order through the Platform, you (“you”, “your”, or the “Guest”) confirm that you have read, understood, and agreed to these Terms. If you do not agree to these Terms, you must not submit an order.
These Terms form a binding electronic agreement in accordance with UAE Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services.
2. About the Platform
The Platform is a browser-based (app-less) service accessed through QR codes placed at designated points within the property. It allows you to:
- Place orders for food and beverage items for delivery or service within the property;
- Book hotel amenities such as spa treatments and restaurant tables;
- Submit service requests, including housekeeping and maintenance;
- Access hotel information, directories, and digital concierge content;
- Book or enquire about services offered by independent third-party vendors (for example transport and tours); and
- Access optional links to external platforms such as Google Reviews and TripAdvisor.
The Platform is a technology service. The Operator provides and maintains the technology. The Hotel Partner, or in the case of third-party services the relevant vendor, is responsible for fulfilling the service you have requested.
3. Eligibility and Use
The Platform is available solely to registered guests of the Hotel Partner using the QR code provided within the property. By using the Platform, you confirm that you are such a guest.
The room number linked to your session is used to route your order and to deliver the requested service. You are responsible for ensuring that the room number shown is correct before you submit an order.
4. Placing an Order
When you place an order through the Platform:
- You are responsible for reviewing and confirming all order details, including items, quantities, any special requests or notes, and the associated room number, before you submit.
- Submission of an order constitutes your offer to purchase the selected items or services from the Hotel Partner. The order is accepted by the Hotel Partner when an on-screen confirmation is displayed and the order enters the Hotel Partner’s operations queue.
- The contractual relationship arising from your order is between you and the Hotel Partner. The Operator is not a party to that contract and acts solely as the technology provider that transmits your order to the Hotel Partner.
- Operating hours, item availability, and delivery times are set by the Hotel Partner and may change without notice.
5. Pricing and Payment
All prices displayed on the Platform are set by the Hotel Partner and are shown in the currency configured for the property. Unless expressly stated otherwise at checkout, prices include applicable taxes and service charges as configured by the Hotel Partner.
Subject to the Hotel Partner’s configuration, one or more of the following payment methods may be offered at checkout:
- Cash on Delivery, paid to the Hotel Partner’s staff upon receipt of the order;
- Card on Delivery, where a payment card is presented and charged at the point of delivery using the Hotel Partner’s own card-acceptance device;
- Room Credit, where the order value is charged directly to your room account and settled at checkout; and
- Pay Online, where payment is processed at the time of order through an integrated third-party payment gateway.
The integrated online payment gateways available through the Platform are: Magnati, iOL Pay, Telr, Shift4, Paymongo, Stripe, and Xendit. The active gateway for any given order depends on the Hotel Partner’s configuration.
Online card payments are processed directly by the applicable third-party payment gateway (each a “Payment Gateway”) in accordance with that provider’s own terms of service and security standards. The Operator does not collect, store, process, or have access to your card or banking details at any time. All card-based transactions through the Platform are handled in line with industry-standard security requirements, including the Payment Card Industry Data Security Standard (PCI-DSS) maintained by the applicable Payment Gateway.
6. Cancellations and Modifications
Once an order has been submitted and confirmed on screen, it enters the Hotel Partner’s operations queue and is treated as being in progress. You may request cancellation or modification of an order only before the Hotel Partner has begun processing it. To do so, you should contact the Hotel Partner’s front desk or in-room service team directly.
Once processing has begun, cancellation and modification are no longer possible through the Platform, and any further handling is at the sole discretion of the Hotel Partner.
The Operator has no authority to cancel or modify orders on behalf of the Hotel Partner.
7. Refunds
Refund eligibility for cancelled, incorrect, or unfulfilled orders is determined by the Hotel Partner in accordance with its own policies and applicable UAE consumer law. Where a refund is approved:
- The refund will be issued to the original payment method used for the order;
- The refund will be processed within forty-five (45) days from the date on which the refund is approved by the Hotel Partner; and
- The timing of final settlement in your account is subject to the processing timelines of the applicable Payment Gateway and your card issuer or bank.
The Operator does not hold guest funds, does not process refunds, and has no authority to approve refund requests on behalf of the Hotel Partner. All refund requests and related queries should be directed to the Hotel Partner’s front desk.
8. Third-Party Services
Where the Hotel has enabled third-party services, the Platform may display or facilitate access to services offered by independent third-party vendors, including transport providers, tour operators, wellness providers, and other external suppliers (each a “Third-Party Service”).
Where you book or engage a Third-Party Service through the Platform, the resulting contract is between you and that vendor directly. Neither the Operator nor, unless expressly stated, the Hotel is a party to that contract or responsible for the performance, quality, safety, or outcome of the Third-Party Service. Any dispute in connection with a Third-Party Service must be resolved directly with the relevant vendor.
9. External Links
10. Acceptable Use
You agree that you will not:
- Submit orders that are false, fraudulent, or misleading, or submit orders for a room you do not occupy;
- Use the Platform to harass, threaten, or defraud the Hotel Partner, its staff, other guests, or any third party;
- Attempt to access areas of the Platform, accounts, or data not intended for your session;
- Probe, scan, or test the vulnerability of the Platform, bypass its security features, or interfere with its normal operation;
- Copy, reproduce, decompile, reverse-engineer, or create derivative works from any part of the Platform;
- Use the Platform to transmit malicious code, or to engage in any unlawful activity under UAE law.
The Operator and the Hotel Partner each reserve the right to refuse service, cancel orders, and suspend access to the Platform where misuse is suspected, without prejudice to any other rights or remedies available under applicable law.
11. Intellectual Property
12. Availability and Disclaimers
The Platform is provided on an “as is” and “as available” basis. While the Operator takes reasonable steps to maintain the Platform’s availability and security, it does not warrant that the Platform will be uninterrupted, error-free, or free of defects, or that access will be available at all times.
The Operator makes no representations or warranties regarding the quality, safety, accuracy, or fitness for purpose of the items, services, or content provided by the Hotel Partner or any third-party vendor through the Platform.
13. Limitation of Liability
To the maximum extent permitted by applicable law:
- The Operator shall not be liable for any failure, delay, or deficiency by the Hotel Partner in fulfilling an order or delivering a service, including any loss arising from food quality, service standards, staff conduct, or delivery timing;
- The Operator shall not be liable for the performance of any Third-Party Service, or for loss or damage arising from the use of any external link or site accessed through the Platform;
- The Operator shall not be liable for any loss or damage arising from the processing of online payments by a Payment Gateway, including fraud, chargebacks, or transaction errors attributable to the Payment Gateway, the card issuer, or the Guest;
- The Operator shall not be liable for any indirect, incidental, consequential, or special losses, including loss of profits, loss of enjoyment, loss of data, or loss of opportunity, however arising; and
- The Operator’s total aggregate liability to you in connection with any claim arising out of or relating to these Terms or your use of the Platform, whether in contract, tort, or otherwise, shall not exceed the total value of the specific order to which the claim relates.
Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under UAE law, including liability for death or personal injury caused by negligence or for fraudulent misrepresentation.
14. Privacy
15. Changes to These Terms
16. Governing Law and Jurisdiction
These Terms, and any dispute or claim arising out of or in connection with them or with your use of the Platform (including non-contractual disputes), are governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates.
The courts of Dubai, United Arab Emirates, have exclusive jurisdiction to settle any such dispute or claim.
17. Severability and No Waiver
If any provision of these Terms is held by a competent court or authority to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect, and the invalid provision shall be deemed modified to the minimum extent necessary to make it enforceable while preserving its intent.
A failure or delay by the Operator in enforcing any provision of these Terms shall not constitute a waiver of that provision or of any other right under these Terms.
18. Contact
For questions about these Terms, please contact:
Digital Hotelier Software Solutions L.L.C
205, Apricot Towers, Silicon Oasis, Dubai, United Arab Emirates
Email: [email protected]
For questions about a specific order, delivery, refund, or service quality, please contact the Hotel Partner’s front desk directly.