General Terms and Conditions

As a MEAL PLAN organization this is used as the general Terms and Conditions which refers to the main product and service purchased by the customer from PURA;

Conditions

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 upon renewal. PURA reserves the right to refuse a client under the following cases: Client has more than 3 food allergies Client has a life-threatening allergic reaction to any food Client is intolerant/dislikes salt Client is allergic/intolerant/dislikes black pepper PURA reserves the right to send emails and SMS to all clients unless un-subscription to any of these services has been made or requested. PURA reserves the right to update or amend these Terms and Conditions at any time without prior notice. However, Clients cannot unsubscribe from Client Relationship Executive emails and alerts.

Dislike, Allergies, Preferences and Medical Conditions

Meal plans are amended according to declared dislikes, allergies and preferences of the client only. PURA 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.

PURA 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.

Payments, Prices, Fees

Full payment must be received before the desired start date for either new or renewal meal plan otherwise food delivery does not proceed. All clients are required to pay a refundable deposit (AED 100) for the Chiller Bags and (AED 50) for ice packs used for delivery before starting their meal plan. PURA also accepts cheque, cash and debit/credit card payments via collection All cheque payments must be paid to PURA Catering Services LLC with current date

Delivery

Delivery is to be made based on the agreed start date, location and timing (AM or PM). Dubai AM delivery is between 2am to 6am for the same day, 8am-1pm & PM delivery is between 3pm and 9pm (consumption for the following day) and Abu Dhabi same day delivery is between 2am to 8am. We also deliver to other emirates with UAE between 2am to 6am Any change on the delivery may it be with location or timings must be made 2 business days ahead; Any last-minute change is subject for confirmation of the Client Relationship Executive. If you are not present to receive/return the Pura Cooler bag and the bag is left outside the door, PURA cannot be held responsible for any missing items/bags or damages to the bag and food spoilage.

Cooler Bags

A Pura Cooler bag deposit for AED 100 is refundable at the end of the plan. For any lost bag, a corresponding charge will be deducted from the deposit. Each client is assigned with a set number of Pura Cooler bags and ice packs. Should a CLIENT have 3 bags uncollected then following deliveries will be sent in a disposable paper bag until all PURA COOLER BAGS are returned All the trial plans the meals will be sent in paper bags Empty bags should be left outside every day for the drivers to collect Pura has the right to reserve a charge of AED 50 for the bags and AED 5 PER ice pack. Disclaimer: We recommend you refrigerate your food immediately if delivered in the cardboard box. PURA will take no responsibility for food temperatures if delivered in a paper bag  
Food Storage, Consumption, Reheating and Labels 

All food upon receiving should be kept refrigerated under 5°C. Follow reheating instructions on label and only reheat once.

All dishes are labelled providing: dish name, reheating instructions, meal number and macros (fat, carbs and protein) and last consumption date Hold, Substitutes and Other meal plan changes

All break requests and meal changes must be made 2 business days in advance by submitting online through the dashboard or by contacting your assigned Client Relationship Executive.

All clients can take a meal plan break for a maximum of 35 days unless under a specific T&Cs for any promotion availed. Any breaks more than the allowed duration will forfeit the remainder of the plan and security deposit will be returned.

Any break dates submitted in less than 2 business days will be considered as paid wastage.

PURA is not responsible for any dislikes, allergies or nutritional value changes when items are changed by the client. Clients can refer to symbols, ingredients, calorie and macro nutrient information provided on the menu. 

Complaints

This is our main priority. Should you experience anything that is out of ordinary, we would like to resolve it as soon as possible. Please let us know the soonest or within 24-48 hours of an incident so we can investigate and provide a resolution as quickly as possible.

At any unfavorable instances reported the meals should be returned for further investigation

Cancellation and Refund  
PURA 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 Client Support Specialist or Nutritionist ‘s attention for an immediate and appropriate solution

PURA does not offer cash refunds.

Any request to cancel a plan will need to be given 2 business days prior to the required cancellation date.

Any meal plans with 15% discount & above is NON-REFUNDABLE. Cancellation refund is only under extenuating circumstances and upon approval of PURA management.

A twenty percent cancellation fee for trial & weekly plan and twenty five percent cancellation fee on monthly plan will apply on the remaining number of days from the time the refund is approved

ALL refunds will be processed in 45 working days.